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Travel-Republic-terms-and-conditions.pdf
Introduction
We are Travel Republic Ltd. registered in the UK under company number 4853546 at Clarendon House, 147 London Road, Kingston-upon-Thames, KT2 6NH, UK. References to "you" and "your" in these terms means all persons on the booking (including anyone added or substituted at a later date). "We", "us" and "our" means Travel Republic Ltd. These are the terms on which we will arrange a booking for your flight, accommodation, transfer, excursion, ticket or holiday requirements (the ‘Arrangements’).
Because you can book different combinations of travel arrangements through this site, we use different terms to describe them. Where you book a single individual element from us (e.g. accommodation only or flight only), you have booked a ‘single element’. Where you add more than one single element to your booking (for example a flight booking and a separate hotel booking), we call that a ‘multi-contract package’. That is, you are entering into multiple contracts with multiple suppliers and we are facilitating those separate contracts with each respective supplier. In these cases, your bookings - even though they may be linked to the same dates of travel - are separate and distinct. All multi-contract bookings are purchased individually at their own individual price as detailed on your confirmation. The price charged in total will always equal the simple sum of the prices charged for each individual booking. A ‘single contract package’ is a combination of travel elements that have been combined by us and sold under a single contract and at a single price as detailed on your confirmation. Where you book a single-contract package, your contract for the supply of the Arrangements making up the package will be with us.
We act as a booking agent
When making your booking for a single element or a multi-contract package, we will arrange for you to enter into contracts with the airline, hotel, excursion or car hire companies providing the service(s) detailed on your confirmation (in these terms we call them ‘Travel Providers’). We act as agent for those Travel Providers; their terms and conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. They will be available via a link on your email confirmation documentation. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it. Please note: Where we take on obligations in these terms in relation to multi-contract packages to for example, pay you compensation or provide you with assistance or alternative travel arrangements, we do so because we are obliged to do so under the Package Travel and Linked Travel Arrangements Regulations 2018, not because we have a contract with you to supply those arrangements.
Your contract
You will receive standard information about your travel arrangements and details of their main characteristics before a binding agreement comes into existence. That information, these terms, where applicable the Travel Provider’s booking terms, our privacy policy and any other written information we brought to your attention before we confirmed your booking form the basis of your contracts in connection with the Arrangements making up your booking. Please read all that information carefully as it sets out the scope of our and the Travel Provider’s agreements with you as well as our respective rights and obligations. By making a booking, you agree to be bound by all such information and terms and conditions.
The Travel Providers 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 these terms and conditions will be sent to you with your email confirmation documentation. Please note that the terms and conditions we send with single-contract packages are to supplement and elaborate on these terms where necessary; but those that we send with multi-contract and single element bookings form the basis of your contract for the supply of your Arrangements.
Your contract for travel agency services (in the case of single elements and multi-contract packages) and for the supply of Arrangements (in the case of single contract packages) is with Travel Republic Ltd. It will be governed by English law and any related disputes will be dealt with in the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland as appropriate can deal with any disputes (see also clauses 12 and 14).
We operate this website www.travelrepublic.co.uk and we also have a call centre. All bookings are subject to these terms, regardless of whether they are booked through the call centre or the website.
Accommodation
Attraction Tickets and excursions
Flights
The key terms of your agreement are:-
1. When you book a single element or multi-contract package, you will enter into a binding contract with the Travel Provider(s) detailed on the confirmation we issue on their behalf. When you book a single–contract package, you will enter into a contract with us. If you then cancel your arrangements, you will be required to pay cancellation charges. Initially this will be the deposit you paid to secure your Arrangements, but after you’ve paid the balance of the price of your Arrangements, these charges will increase up to 100% of the cost of them depending on how long before travel you cancel them;
2. You can make changes to your confirmed Arrangements in certain circumstances. We will make a reasonable charge for processing these changes;
3. We or the Travel Providers may make changes to and cancel your confirmed Arrangements but we or the Travel Provider will pay you compensation in certain circumstances if that happens;
4. We or the Travel Providers are responsible for making sure your confirmed arrangements are not performed negligently but there are some limits on and exceptions to this.
Accuracy of information and booking errors
We endeavour to ensure the accuracy of all the information and prices in our advertising material. However, given the high volume of flights, hotels and other products offered, it is inevitable that, in exceptional cases, mistakes will 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. 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 9.
Notwithstanding the above, in cases where details other than price are materially incorrect we will offer you the choice of continuing with your booking or cancelling with a full refund of money paid on that booking only.
Where inaccuracies relate to the understatement of the price of a specific product you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on receipt of the additional payment which is necessary.
Price Match Guarantee
We track over a million competitor prices every week to ensure we can offer you the lowest price when you book with Travel Republic. We offer a price match guarantee and the terms on which we offer it can be found here: https://www.travelrepublic.co.uk/price-promise
1 Making a booking
If booking online you are responsible for ensuring booking details are correctly entered. If booking via the call centre all booking details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the Travel Provider.
Please check that all names, dates and timings are correct on receipt of all documents (names given must be the same as in the relevant passport) and advise us of any errors by contacting our Customer Support department. It may not be possible to make changes to your arrangements later so you should notify us of any inaccuracies in any documentation within five days of our sending it out. It may harm your rights if you don’t. Any changes to these details will incur the amendment fees stated in clause 7 in addition to any charges applied by any Travel Provider.
The booking information that you provide to us will be passed on only to the relevant Travel Providers of your travel Arrangements or other persons necessary for the provision of your travel Arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. 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 ("EEA"), controls on data protection may not be as strong as the legal requirements in the United Kingdom. If we were not authorised to pass this information to the relevant Travel Providers, whether in the EEA or not, we would be unable to arrange your booking. In making this booking, you consent to this information being passed on to the relevant parties. Full details of our privacy notice are available from https://www.travelrepublic.co.uk/privacy-notice
2 Payment
You will be required to pay a deposit or make full payment at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you.
If all payments due are not received in full and on time, we will notify the Travel Provider and we or they may treat the Arrangements as being cancelled by you. In this event, you will be liable for any cancellation fees as set out in clause 7.
Credit Card Fraud Protection
To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected.
Card Verification is a charge made on select flight bookings to validate the payment card provided before the card is then used to complete your booking with the Travel Provider.
Low Deposit Schemes
We may, in our sole discretion, offer you the option to pay a low deposit in respect of certain bookings. This will be indicated next to the specific arrangements in your search results, or as advised by your agent. Additionally, the amount of deposit, plus details of any further deposit and final balance together with payment due dates will be detailed on the payment page or advised by your agent before you confirm your booking. Any further deposit will be due to us 28 days from the date the booking was made.
Please note that even if you cancel your arrangements within 28 days of booking, any further deposit balance will be payable in full immediately.
All deposits (including both initial and further deposits where applicable) are non-refundable and therefore would not be reimbursed should you decide to cancel your booking.
Please note that an administration fee will be applied to every payment you make under the deposit schemes and these are non-refundable in the event of any cancellation by you. Each separate payment will incur an administration fee of €3.95.
Balance Payments
All balance payments will be taken automatically from the card originally used to make the booking. If you wish to pay any balance payments using an alternative method, please contact us no less than 7 days prior to the payment due date. If we are contacted later than this date, we cannot guarantee that payment will not be taken or attempted from your original payment method.
If a payment fails, we will attempt to contact you to take payment via an alternative method, however, if we are unable to do so, we reserve the right to cancel your booking and our usual cancellation fees will apply.
You will also be required to pay a €40 cancellation fee to cover our administration costs, and any other cancellation fees that may be levied by the Travel Providers. Please note that once we have cancelled your booking, you will not be able to travel, even where we have collected the balance of the payments due from you and any cancellation fee.
3. Confirmation of booking
It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed. Your booking is only confirmed when we send you ours or the applicable Travel Provider’s email confirmation of booking. If your confirmed arrangements include a flight, we will issue you with an ATOL Certificate.
Because we are making live reservations with Travel Providers, we have to have the security that we have appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with us or the Travel Provider as appropriate. If in the short time between your payment and us seeking to confirm your booking with the Travel Provider, the travel product has become unavailable and we cannot obtain an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. Because in the case of multi-contract packages, you have separate contracts with each Travel Provider, this refund will only apply to the product which is unavailable and any other bookings will not be affected, that is, you will be committed to any other products which were booked for travel at the same time.
4. The price of your arrangements
We and the Travel Providers reserve the right to amend the price of unsold holiday arrangements at any time and correct errors in the prices of confirmed arrangements. 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 9.
Changes in Price
The price of your confirmed Arrangements is subject to variations which occur solely as a direct consequence of changes in:-
(a) the price of the carriage of passengers resulting from the cost of fuel or other power sources;
(b) the level of taxes or fees on your confirmed arrangements imposed by third parties not directly involved in the performance of the package, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or
(c) the exchange rates relevant to the package.
Price variations will be calculated by applying the cost differential we or the Travel Provider(s) 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.
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 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.
If prices go down as a result of the above factors, a reflective refund will be made, but we/the Travel Provider 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.
5. Insurance
Many Travel Providers 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. Details of a policy suitable to cover your arrangements are available by clicking here https://www.travelrepublicinsurance.co.uk/. 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. If you have arranged your policy through us please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (eg. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.
6. Special requests, disabilities and medical conditions
If you have any special request, you must advise us at the time of booking. We regret we cannot guarantee any request will be met. Confirmation that a special request has been noted is not confirmation that it will be provided. All special requests are subject to availability. 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 in writing on our confirmation, a failure to meet them will not be a breach of contract on our part. We will give you information about whether the arrangements you have chosen 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. Cancellation charges in accordance with clause 7 will apply.
7. Cancellation or amendment 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 in writing (by email) or by telephone as soon as possible. Your notice requesting a change or cancellation will only take effect when it is received in writing by us 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 and the Travel Providers incur costs in cancelling or changing your arrangements, all such changes and cancellations will be subject to the charges set out below and/or as shown in the applicable Travel Provider’s booking conditions.
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.
If you have booked a single contract or multi-contract package and 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 terms) 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 the Travel Providers. 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.
If you have booked a single contract or multi-contract package, you may cancel your Arrangements prior to their commencement (following the process outlined above) in the event that that i) circumstances amounting to unavoidable and extraordinary circumstances are occurring at the place where your Arrangements are due to be performed or its immediate vicinity; ii) those circumstances make it impossible to travel safely to the travel destination; iii) the performance of your Arrangements will be significantly affected by those unavoidable and extraordinary circumstances In this event, you will receive a refund without undue delay of any payments made but this is the maximum extent of our liability and we regret we cannot meet any other expenses or losses you may incur as a result.
Please bear in mind that certain airlines and other Travel Providers treat changes as a cancellation and charge accordingly - up to 100% of the cost for that part of the arrangement. Where applicable these charges will be passed on to you. Any Travel Provider charges are in addition to the charges we levy as an amendment fee as detailed below.
When changing your holiday details, the price of your new travel arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.
Some arrangements cannot be removed once they have been added to your booking. Certain extras, such as excursions, theme park tickets may be non-refundable. We will make this clear when you book those arrangements, please check with us if you are unsure at the time of booking.
If the lead passenger is changed, a new lead passenger has to be nominated and they will be responsible for payment of any balance due on that new invoice.
Cancellation charges
Bookings of Accommodation:
· Bookings cancelled more than 7 days before departure - €40 cancellation charge (or the value of the booking if lower)
· Booking cancelled 7 days or less before departure – 100% of the booking value
If you make a new accommodation booking within 30 days having cancelled more than 7 days before departure, we will provide a refund of €15.
If your accommodation booking is with Hoseasons, Mallorca Farmhouses or Interhome the cancellation terms are those detailed in the Travel Provider's Booking Conditions.
Bookings of Attraction Tickets:
For attraction tickets where either tickets or vouchers have been issued no refund can be processed until the tickets or vouchers have been returned to us undamaged and unused. Some attraction tickets are non-refundable.
Bookings of Transfers:
If you wish to cancel a transfer booking this will incur a cancellation fee of €10 or 20% of the total transfer booking value – whichever is greater. If you booked your transfer with accommodation and you wish to cancel all of your arrangements, then only the accommodation cancellation fee is due.
Bookings of single –contract packages:
· Bookings cancelled more than 7 days before departure – loss of all deposits paid (initial and second deposit if applicable) whether the outstanding deposit has been paid or not, plus €40 cancellation charge
· Booking cancelled 7 days or less before departure – 100% of the booking value
Please note that once we have cancelled your booking, you will not be able to travel, even where we have collected the balance of the payments due from you and any cancellation fee.
For other products the Travel Provider may charge the cancellation charge shown in their Booking Conditions.
Please note that if you choose to cancel your booking we will not refund you any administration fee(s).
Special note about deposits on cancellation:
If you have taken advantage of our Low Deposit Scheme and you want to cancel your Arrangements, all deposits (initial and second) become payable in full immediately and your cancellation request cannot be processed until all such deposits have been paid.
Any cancellation charges levied are wholly independent from the deposit arrangements on any given booking and in the event that you cancel your booking you must immediately pay any shortfall between payments made by you against that booking and the cancellation charge applied and in accepting these terms you give your authority for us to automatically charge the payment card used by you when securing the booking (or any other card used by you in connection with other bookings placed through Travel Republic) at that time.
Amendment charges:
Except for baggage (detailed below) we charge an Amendment Fee of €25 per booking plus any charge levied by the Travel Provider. Adding baggage to a flight booking will incur an Amendment Fee of €10 per booking. in respect of Easyjet bookings only, baggage can generally be added online via logging onto Manage Booking without incurring an Amendment Fee.
Where you have booked a single-contract package, if we are able to make changes to your booking we will charge an Amendment Fee of €50.00 per booking plus any charges applied by the Travel Providers.
Amendment of attraction tickets:
For attraction tickets where either tickets or vouchers have been issued no refund can be processed until the tickets or vouchers have been returned to us undamaged and unused. Some attraction tickets are non-refundable.
8. Changes to your Arrangements by us or the Travel Provider
Because Travel Providers plan your Arrangements many months in advance, in some circumstances they must make changes to them and cancel them.
Where we refer to a ‘price reduction’ in this clause and in clause 10, 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 10.
Changes and cancellations before departure
Most changes will be insignificant and we and the applicable Travel Provider(s) reserve the right to make them. If we or the applicable Travel Provider makes an insignificant change to the main characteristics of your arrangements we will try to notify the change to you as soon as reasonably possible before your departure but we will not notify you about any other insignificant change. We will have no other responsibilities to you in respect of any insignificant changes.
Occasionally, we or the applicable Travel Provider(s) have to make a significant change and we reserve the right to do so. A significant change is one where we or the applicable Travel Provider(s) significantly alter any of the main characteristics of your confirmed Arrangements. Examples of significant changes include the following changes when made before departure:-
• a change of accommodation to that of a lower official classification or standard to that originally booked for the whole or a major part of the time you are away;
• a change of outward departure time resulting in the overall length of time you are away being reduced by twelve hours or more;
• a change of UK departure point to one which is substantially more inconvenient for you (except between airports within or around the same city for example London Gatwick and Stansted Airports).
• Where we or the applicable Travel Provider(s) can no longer fulfil any special requirements that we have accepted and confirmed on our confirmation and this will have a significant impact on your Arrangements.
• Where we increase the price of your Arrangements by more than 8% of the price of them (excluding any insurance premiums, amendment charges and/or additional services).
If we or the Travel Provider has to make a significant change or cancel before departure and before the date on which the final balance of the cost of your Arrangements is due, 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:-
i (for significant changes) agreeing to the changed arrangements,
ii accepting the cancellation or terminating the contract for the Arrangements and receiving a refund (without undue delay) of all monies paid; or
iii 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.
Where you choose option ii) above, subject to the following exceptions as well as the limitations and exclusions in section B of clause 10, we will where appropriate pay you compensation as follows.
Period before departure a significant change Compensation per person (excl. infants)
or cancellation is notified to you
14 days or more Nil
14 days or less €30
We will not pay you compensation where:-
i) we make a significant change or cancel before you have paid the final balance of the cost of your Arrangements;
ii) we make a significant change or cancel as a result of unavoidable and extraordinary circumstances as set out in clause 9;
iii) 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.
We will not make a price reduction or pay you compensation; and the above options will not be available where:-
i) we make an insignificant change;
ii) we cancel as a result of any failure by you (including a failure to make payment in accordance with these terms);
iii) where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
Changes and cancellations after departure
(The following two provisions do not relate to bookings of single elements):-
If we become unable to provide a significant proportion of your 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. 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, we will pay you compensation subject to section B of clause 10. 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.
Where we are unable to ensure your return as agreed because of unavoidable and extraordinary circumstances which directly prevent you from travelling safely back to your point of departure, we will bear the cost of necessary accommodation if possible of equivalent category for a period not exceeding (a) 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 (b) 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.
This clause 8 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.
Changes to and cancellations of single element bookings both before and after departure
In respect of all changes and cancellations made to single element bookings both before and after departure, please refer to the Travel Provider(s)’ terms and conditions for information.
9. Unavoidable and extraordinary circumstances:
Except where otherwise expressly stated in these booking conditions we will not be liable or give 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 in the event of difficulty or unavoidable and extraordinary circumstances
Except where you have booked a single element, 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 which directly prevent you from travelling safely back to your point of departure. 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 our local representative.
10. Our Responsibility
A. Our responsibilities differ according to what you have booked:
In relation to bookings of single-contract or multi-contract packages
We act as a booking agent in relation to each separate element of a multi-contract package. Your booking in each case is with the Travel Provider in question. However, in relation to those bookings, as well as single contract packages, we are obliged by the Package Travel and Linked Travel Arrangements Regulations 2018 to accept responsibility as an “organiser” under those Regulations. Subject to these terms, if we or the Travel Provider(s) fail to arrange or perform your Arrangements in accordance with the agreement in place, 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 reasonable compensation subject to clause B of this clause. Please note that it is your responsibility to show that we or the Travel Providers(s) have been negligent in performing or arranging the Arrangements if you wish to make a claim against us.
Please note that it is a condition of our acceptance of the responsibility above that you inform us and the Travel Provider(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 our local representative.
In relation to all single element bookings
As booking agent we accept no responsibility for the acts or omissions of the Travel Provider(s)) or for the services provided by them. Your booking is directly with the Travel Provider. Other than where we are negligent in the provision of our booking services to you, we accept no liability or responsibility for any complaint, loss, damage, expense or other claim in respect of any aspect of your or Arrangements.
Specifically, we will not be liable for any act or omission by any person not employed directly by us or under our immediate control and whilst we have chosen our Travel Providers with care we have no control over them and so cannot be held responsible for any of their acts or omissions, or those of their servants, agents or employees.
B. Limitations on our responsibility
In these terms, our responsibilities are limited, and our duty to pay compensation is limited as follows:-
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:-
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) 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
(c) Unavoidable and extraordinary circumstances as set out in clause 9.
We will not be responsible, make a price reduction or pay compensation:-
a) 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.
b) 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.
Any price reduction or compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-
(a) 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 any applicable Travel Provider(s) strictly in accordance with the complaints procedure set out in these terms.
(b) the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your Arrangements.
(c) deduction that we must make to take account of any money which you have received or are entitled to receive in relation to your claim or complaint from any transport provider or hotelier.
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.
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.
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 Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask us for copies of these Conventions.
Any other claims which don’t involve injury, illness, death or damage caused by us or any Travel Provider 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 relating to bookings of single-contract packages and multi-contract packages is three times the price paid by or on behalf of the person(s) affected in total. The maximum amount we will have to pay you in respect of all such claims relating to bookings of single elements is and amount equivalent to the price paid by or on behalf of the person(s) affected in total. These maximum amounts will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your Arrangements.
11. Financial Protection
All the single contract packages and multi-contract packages we sell come with protection for your money. If you buy a single element then this might not apply. Flights and flight-inclusive single contract packages and multi-contract packages are ATOL- protected (our ATOL number is 10581). This means that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your service providers. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. In respect of our flight-inclusive package arrangements, we are obliged to tell you: We or the suppliers of the services you have bought will provide you with the services you have bought (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 or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, 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.
12. Complaints
We pride ourselves on delivering the highest standard of customer service but if you have any dissatisfaction regarding your travel Arrangements they should be reported to the relevant Travel Provider or their local supplier or agent immediately.
If the Travel Provider is unable to resolve your concern please contact our customer services team who will try to assist you.
If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to also make a formal complaint upon your return home then these should addressed in writing to Customer Relations at Travel Republic Ltd, alternatively please call our Customer Support Department who will then email you a link to our complaints form.
If the matter cannot be resolved and it involves us or another ABTA member then it can be referred to the ABTA Alternative Dispute Resolution (ADR) scheme, accessed here www.abta.com or you may wish to refer the matter to the European Commission’s Online Dispute Resolution Platform which can be accessed using the following link: http://ec.europa.eu/odr.
13. Delays
We cannot accept liability for any delay which is due to ‘unavoidable and extraordinary circumstances’ defined 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. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. (See the section relating to flights below for full details)
14. ABTA
We are a Member of ABTA, membership number 43805. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
15. Conduct & Behaviour
If in our opinion or in the opinion of any Travel Provider or other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your Arrangements immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost services will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the applicable Travel Provider prior to departure from the service in question. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your Arrangements or with us.
16. Delivery of documents
All physical documents (including invoices / tickets / insurance policies) will be sent to you by first class post. Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all related costs must be paid by you. You can elect for delivery by other means subject to payment of an additional charge.
17. Passports, Visas and Health
Information about passport and visa requirements for your trip can be obtained from the Foreign Office 'Know Before you Go' website, here: https://www.gov.uk/knowbeforeyougo. Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant embassies and / or consulates. Neither we, nor the Travel Provider, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.
Some of our accommodation providers negotiate their low rates on the basis that residents of the country where the hotel stay is taking place, are not eligible to stay at that rate. In most circumstances, this does not apply to residents of EU countries staying in other EU countries. Problems seem to mainly occur, where non-EU passport holders are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey, or Egyptian nationals in Egypt. If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult and may result in additional charges being incurred or the cancellation of the booking. Occasionally accommodation providers may ask that we contact you prior to the departure date to ask for the nationalities of the parties travelling. It is important that you contact our Customer Service team in this instance with this information in order to confirm that the rates are eligible for the parties travelling.
Please take special note that for all air travel within the United Kingdom, airlines require photographic identification of a specific type. Please ask us for full details.
Specific terms for specific booking types
Accommodation bookings
Hotels offer the following different types of rates and payment patterns through Travel Republic.
1. Standard – 20% deposit on booking with the balance payable 12 weeks prior to check-in
2. Promotional - low deposits on booking with the balance payable 14 days prior to check-in
3. Discounted non-refundable - rates only offered as 100% payable on booking / non-refundable and non-changeable
4. Pay Hotel - hotel will charge your payment card in local currency for the amount due before or during your stay
The payment pattern applicable to your booking will be clearly shown prior to booking.
If any payment is not received on or in advance of the due date, we reserve the right to treat the booking as cancelled by you resulting in triggering any applicable cancellation charges as detailed above. For the avoidance of any doubt, the cancellation charges are wholly independent from the deposit arrangements on any given booking.
Accommodation Booking confirmation
We will send a booking confirmation either immediately by automated email or by post within 10 working days of making your booking. Please check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later.
Accommodation vouchers
Vouchers will be sent by automated email or by post within 10 days of booking, subject to full payment being received by Travel Republic. The voucher will provide the address of your accommodation and a local office contact number. This should be handed in upon your arrival. Please take care of your voucher as failure to present it may result in your room being cancelled, or having to pay for your room again, or paying a higher price. No refunds for unused accommodation vouchers can be made, as they will be treated as cancellations.
Accommodation Child Discounts
Any discounts are usually based on children sharing with two full paying adults. The costing shown will automatically advise you should discounts apply to the property you have chosen. The Hotel will usually ask for child ages. In both hotels and apartments, any room or board supplements are usually payable at the adult rate.
Accommodation Duration
Most accommodation is available on a nightly basis, although some accommodations require a minimum stay of 3 or even 7 nights. Our websites will identify these properties once a search has been made and highlight this information if deemed necessary.
Requests for accommodation
We will happily approach Travel Providers to request accommodation, when not available from our wide range. We make no charge for this service.
What is included in the accommodation price?
Hotel and apartment prices shown our websites are shown, based upon the information you supply, inclusive of all taxes, service charges and the meal arrangements specified below.
Not included are local resort charges, or charges for cots, which are occasionally levied direct by the hotel, details of which can be obtained before you depart on request.
· RO - Room only - no meals
· SC - Self-Catering - no meals, but cooking facilities are provided
· BB - Bed & Breakfast - continental breakfast
· HB - Half Board - continental breakfast and dinner
· FB - Full Board - continental breakfast, lunch and dinner
· AI - All Inclusive - continental breakfast, lunch, dinner and local branded beverages and soft drinks*
* Hotels may have varying levels of "All Inclusive" – please refer to the description listed under your chosen accommodation.
Room configurations
When more than two people share a room the hotel may specify that this is based on the room’s ‘existing bedding’ and not provide an additional bed as standard, although rollaway beds can often be booked at an additional charge/
Gala Meals
Gala meals are provided at many hotels at Christmas and New Year and payment for them is usually compulsory. When you make your reservation with us, the cost of any compulsory gala meals is NOT included in the price unless this is specifically confirmed when you book.
Accommodation Star ratings
Star Ratings are used to symbolise the overall quality and level of standards of each accommodation type. The star ratings are based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. They range from 1 star, where you can expect simple accommodation with limited facilities, to 5 star accommodation which is likely to have a full range of facilities of the highest standards. There is no uniform and consistent method of star ratings and as such they can vary significantly by country, and often within countries. Also, not all countries have rating systems. As an agent we take the average rating of all the sources we have for the property. If we are provided an official rating we will endeavour to include that within the accommodation description.
Self catering inventory deposits
In some self-catering properties you will be required to leave an inventory deposit when you arrive, which will be returned to you at the end of your stay, less the cost of any losses or damage incurred.
Overseas accommodation
Overseas accommodation is usually subject to a tourist tax which will be payable locally. Check in / check out times vary by property but as a rule, please use this guide:
· Check in: 3pm
· Check out: 11am
Rooms may be kept on later, to be agreed with the property direct, for an extra charge.
Accommodation descriptions
Facilities and amenities in accommodation may be temporarily unavailable for operational reasons. Where this happens we will do our best to advise you as soon as possible. Room images are presented for information only and the actual room may differ.
Bookings for attraction tickets and excursions as a single element booking
In general Travel Republic trades either as an agent for the provider as detailed in our terms. Exceptionally, in respect of some attraction tickets Travel Republic trades as a reseller for the attraction provider.
However, regardless of whether Travel Republic is trading as an agent or reseller we must stress that we do not own, control or have any influence over any of the Attractions featured on our website. We must further stress that we do not at any point make any enquiries with the providers of the Attractions about the quality or safety of the Attraction. We rely entirely upon the material supplied to us by the providers of the Attractions and we do not check that material. It is up to you to make your own enquiries about the quality and / or safety of the Attractions. We do not have, and we do not accept, any legal liability of any sort to you for anything which might go wrong with any Attraction which you booked through us.
In the event of any mishap, incident or other event prompting a claim relating to an attraction that claim should be directed directly to the provider of the Attraction and not Travel Republic whose contractual liabilities are in all cases limited to those of a booking agent responsible only for accurately relaying the booking requests as submitted by you.
Attraction tickets price match
We will match the price of any other Florida attraction ticket you can find on the web (ABTA licensed UK sites only), where alternative ticket supplier is offering exactly the same service (immediate dispatch, as opposed to just before departure) and hard tickets as opposed to vouchers.
Tickets
On receipt of full payment we will issue a confirmation of booking. Tickets will be sent by Royal Mail Recorded Delivery within 7-10 working days of a booking. We do not charge for this method of delivery. You will receive the actual tickets and not vouchers (except for Discovery Cove and excursions where vouchers are supplied). It is your responsibility to take care of any tickets issued as these may not be able to be replaced. Travel Republic Ltd. accepts no responsibility for, and is not liable for, any loss or damage which may be caused by late delivery, provided that Travel Republic Ltd. can demonstrate that date of postage was not the decisive factor.
Discovery cove tickets
All Discovery Cove tickets are non-changeable and non-refundable.
Descriptions of attractions and excursions
You must ensure you check all details of your chosen Theme Park, Attraction, Show, Entertainment, Restaurant, Sporting Event or Tour at the time of booking. Any material changes will be advised to customers as soon as they become known to us. Please note all duration times given are approximate.
We have no control over the Theme Parks / Attractions / Entertainments / Shows / Restaurants / Sporting Events / Tours and all details and descriptions in relation thereto are for guidance only.
Fuel surcharge
Our excursion Travel Providers may impose a fuel surcharge of up to 7.5%, which we will advise you about as soon as we are informed. You will then have the option of paying the surcharge, or cancelling the booking and receiving a full refund.
Transfers
Our transfer providers may provide a ‘taxi’ transfer with either a taxi, people carrier, or minibus/coach type vehicle. If you have any specific requirements that may result from this, please advise us at least 48 hours before departure. Please note that shuttles are not able to make drops at private addresses (including villas) nor property management companies, or at hotels where the approach roads are inaccessible to coaches. Where the shuttle coach cannot stop directly outside the hotel due to accessibility issues, the drop-off will occur as near as possible to the hotel. Please be aware that there may be a wait for your shuttle or speedy shuttle at the airport, since they run to a schedule. The duration of the transfer given on the booking form is just an approx. average time and the actual journey time can vary depending on the number of stops, traffic and unforeseen delays.
Transfer Descriptions
Shuttle Transfer - A shared transfer with a maximum waiting time of 1 hour and multiple stops to your accommodation.
Speedy Shuttle Transfer - A shared transfer with a reduced number of stops (typically 1-5) to your accommodation.
Private/Minibus/Sedan/Luxury/Coach Transfer - A transfer direct to your accommodation.
Assistance/Extras for the Transfer(s)
Please contact us in advance if you are taking Golf Clubs/Bikes or any other sporting equipment. Wheelchairs, Specialist equipment and child seats may also not be possible on your transfer so please contact us before booking so we can check with our transfer suppliers.
Flights
In order to offer you the best possible choice and value you may be offered the option to select an inbound flight from a flight provider different to that providing the outbound flight or vice versa (“Mix and Match” flight bookings). Each flight leg is booked as a separate booking with the Travel Provider and is subject to both these terms and the booking conditions of the relevant Travel Provider. Cancellation or amendment of a booking for one flight leg by either you or by the Travel Provider has no impact on any other remaining bookings for other flight legs or for other products.
It may be necessary to reconfirm your flight with the airline. Please check this in the correspondence received from your Travel Provider, including the Travel Provider’s Booking Conditions. You should take a note of any reference number or contact names when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
Please note that a flight described as “direct” will not necessarily be non-stop. The flight may touch down (for example, to refuel, or to allow further passengers to embark) while still utilising the same flight number.
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport.
The carrier(s), flight timings and types of aircraft shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know.
Please note the existence of a “Community list” (available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban with the EU Community.
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and 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. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
User generated content
As part of our service Travel Republic offers its customers the opportunity to review their accommodation once they have returned. Reviews are hosted on the Travel Republic websites and may be featured in emails or other marketing material. The reviews will typically feature the customer’s first name and location (e.g. Katherine from Peacehaven).
Your privacy
Travel Republic will only publish the reviewer’s first name and location. All other personal information and booking details will remain private.
In submitting a review you grant Travel Republic a perpetual, irrevocable and royalty-free license to reproduce the content (or an excerpt thereof) in future communications.
Review content
Whilst Travel Republic encourages customers to share their experiences, we will not publish reviews that:
When submitting reviews you agree to: