Terms and Conditions

These Booking Conditions, together with our privacy policy, any other written information we brought to your attention before we confirmed your booking and where your holiday is booked via our website, our website terms and conditions of use, apply to your booking with Custom Holidays Limited, trading as Custom Holidays UK registered company number 13934981 with our registered office address at 2nd Floor, College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom.

Please read these Booking Conditions carefully prior to making any bookings. References to “you” and “your” in these Booking Conditions means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them.

Booking on the Custom Holidays UK website is totally different from booking with Custom Holidays UK by contacting one of our travel consultants, hence before you book online on the Custom Holidays UK Website, we strongly advise you to check out our Affiliate Disclaimer at www.customholidays.uk/affiliate-disclaimer/. If you are or have contacted one of our travel consultants to book your travel products, having to look at our Affiliate Disclaimer is not necessary.

By making a booking by contacting on of our travel consultants and not on the Custom Holidays UK website, you agree on behalf of all persons detailed on the booking that he/she:

• A. Has read these Booking Conditions and has the authority to and does agree to be bound by them;
• B. Consents to our use of personal data in accordance with our Privacy Policy and is authorized on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health or medical conditions and disabilities);
• C. Is over 18 years of age;
• D. Accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Single component bookings: Where we sell a single component travel service to you such as flight, hotel or car hire only, we act as an agent in respect of all such bookings and Section A applies to all such bookings. We do not provide any financial protection for single component bookings except for some flights which are protected by our Air Tour Operator’s License (“ATOL”). Not all of our flight-only sales are ATOL protected: where we sell and issue tickets as an authorized airline ticket agent, no ATOL protection applies. We will tell you when you are purchasing an ATOL protected flight and you will be issued with an ATOL certificate. See Section A, Clause 8 for further information on ATOL protection.

Packages that we organize: where we combine and sell two or more different types of travel services to you for the purpose of the same trip or holiday, such as a flight and hotel, or hotel and car hire, so as to create a package holiday, your contract(s) will be with the supplier(s) or principal(s) on behalf of who we act as agent, but we will accept responsibility for performance of those contracts as a package organiser in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 (“Package Travel Regulations”) and arrange financial protection for your package. Section B sets out the terms and conditions that will apply in addition to Section A, when you book a package that we organize. See Clause 2 below for further information as to what comprises a package and Section B, Clause 4 for details of how your package will be financially protected.

Note: If after selecting and paying for one travel service, you then book additional travel services for your trip or holiday via our company, you will NOT benefit from the rights applying to packages under the Package Travel Regulations and we will not be responsible for the performance of individual travel services.

Packages organized by a third party: Please note that occasionally we sell a package organized by a tour operator/principal acting as their agent. In that event, the tour operator/principal is responsible to you for your package and your financial protection and we act only as agent. Section A applies to all such bookings. Where a flight is included in the tour operator/principal’s package, the package will be protected by their ATOL and the ATOL holder’s name and ATOL number will be detailed in your booking confirmation.

• All communications concerning customer services or your booking should be sent to Customer Services, Custom Holidays UK, 2nd Floor, College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom, or drop an email to: [email protected].

SECTION A – APPLICABLE TO ALL BOOKINGS

01. CONTRACT

When making your booking we, will arrange for you to enter into a contract with each of the third party supplier(s) of your travel arrangements (such as tour operator, airline, cruise operator, accommodation provider, car hire provider and transfer provider) as specified on your booking confirmation. Your contract comes into existence once we issue the booking confirmation.

Your booking with us is subject to these Booking Conditions and as well as those of the third party suppliers who have their own terms and conditions which govern the services they provide and you’ll be bound by these. In the event of any conflict between a supplier’s terms and conditions and these booking conditions, the supplier’s term or condition that conflicts with ours will take precedence, unless it is deemed under English law to be invalid or unenforceable, in which case the relevant term or condition in our Booking Conditions will prevail. Some of our suppliers’ conditions may limit or exclude their liability to you and, because they’ll apply to your contract with us, may also limit or exclude our liability to you. Suppliers’ terms and conditions are often subject to international conventions too, which limit their (and our) liability. Copies of the relevant supplier’s terms and conditions and any applicable international conventions are available on request.

As an agent, we accept no responsibility for the acts or omissions of the suppliers or for the travel services provided by them unless we are the organiser of your package holiday under the Package Travel Regulations, in which case we will accept responsibility for those travel services in accordance with Section B of these Booking Conditions.

02. PACKAGE BOOKINGS

Where we combine and sell to you two or more of the travel services specified below for the purpose of the same trip or holiday, this will comprise a “Package” and we will take responsibility for the package as an “organiser” under the Package Travel Regulations as long as those travel services are: purchased together from a single visit to our website and selected by you before you agree to pay; or advertised, sold or charged by us at an inclusive or total price; or advertised or sold under the term “package” or a similar term. A summary of our responsibilities as organiser is outlined in Section B of these Booking Conditions.

Note: Where we are the organiser under the Package Travel Regulations, we will still act as agent in relation to the travel services and you will have contracts with each of the suppliers of those travel services.

The travel services, two or more of which can constitute a Package, are:

• A. Transport (e.g. flight);
• B. Accommodation;
• C. Rental of cars or other motor vehicles;
• D. Any other tourist service not intrinsically part of one of the travel services in A. B. and C.

Other tourist services: Please note that where you have made a booking which consists of either accommodation, transport or car rental, plus one or more “other tourist services” as described at (D) above, according to the Package Travel Regulations this will only create a Package where the tourist services account for 25% or more of the value of the combined services or are advertised as, or otherwise represent, an essential feature of the Package.

Additional tourist services selected and purchased after the transport, accommodation or car rental service has started or where the tourist services are intrinsically part of the other components will not make a Package. These bookings will be treated as single component bookings and will not provide rights under the Package Travel Regulations.

Third party packages: If we sell two or more travel services that have already been combined as a Package by a third party tour operator or principal, the tour operator or principal will be the organiser and liable for your Package under the Package Travel Regulations.

Your booking confirmation will specify whether a Package has been purchased and will identify the party who is responsible for your Package. See Section B for our liabilities and responsibilities when selling a Package as organiser.

03. BOOKING

Bookings may be made online on our website www.customholidays.uk, by telephone on +44 20 7078 9892, or by an email owned by Custom Holidays UK. All bookings are subject to availability at the time of booking. We do not guarantee that any of the travel services that we advertise, including on our website, will still be available at the time of booking and once you have made a booking request, we will confirm availability of your chosen travel services to you.

Where you book online, the order summary email sent to you is NOT contractual acceptance of the supplier’s ability to provide these travel services, it is an acknowledgement that we have received your offer, and should the travel services be available as detailed on our website then we will issue to you a booking confirmation which is when your contract with us comes into existence and you have entered into a legally binding agreement to purchase those travel arrangements subject to the supplier’s terms and conditions and these Booking Conditions.

It is your responsibility to ensure that all names listed in the booking confirmation are accurate as per the passports of the travelers in your party and that the travel itinerary accords with your requirements. Changes are rarely possible once flight tickets and other travel documents are issued, and alterations may incur additional charges. See Clause 6 regarding amendment fees and cancellation charges.

On receipt of all travel documents please check whether the details such as names, dates and timings are accurate and advise us immediately if there are any errors or omissions. Also, please note that all flight tickets or any product supplied are non-refundable, non-changeable and non-transferable unless otherwise stated.

04. FLIGHT DETAILS

Financial protection: When you buy an ATOL protected flight 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. You will be advised at the time of booking whether your flight is ATOL protected and if your flight is protected you will be issued with an ATOL certificate. See Clause 8 for further details of ATOL protection.

Not all of our flights are ATOL protected: some flight only sales are sold by us as agent for the airline.

Availability: Seat availability and pricing is at the airline’s discretion. Flight times shown are provisional and may be subject to change, as per the airline’s booking conditions. Most airlines stipulate that bookings are non-refundable.

Fares: Airfares can increase quickly after initial quotation and so please make payment within 1 hour of your booking having been confirmed in order to guarantee the fare offered. If your fare has changed by the time you make payment, you will have a right to cancel and claim a full refund if you do not want to proceed with the booking.

Indirect flights: Please note that some flights may be indirect and fly via other airports. Where an indirect flight is offered, full details of any flight stopovers will be made clear to you at the time of booking.

Baggage allowance: The free baggage allowance offered to the passenger differs significantly from airline and airline and depending on the route. Our prices include the standard baggage allowance allowed by the airline. The allowance you are entitled to will be shown in the booking conditions of your airline. Some airlines may allow additional luggage to be added after the booking – this depends on the terms and conditions of the individual airline to which you should refer.

Certain airlines consider hold luggage to be an optional extra. When you are booking with an airline that does make a charge for hold luggage, it is not included or displayed in our headline prices and the option to add this extra facility will be offered to you at the time of booking. Should you choose not to take any hold luggage on your trip then you will receive the standard hand luggage allowance as detailed in the airlines booking conditions which is normally between 5 and 10kgs but please check your booking confirmation which will specify the hand luggage allowance. Bags must be no larger than the dimensions allowed by the airline in question for carry-on luggage. For further information please refer to the airline booking conditions.

Please note many countries including the UK have importing food, plant and animal products. You should ensure that you do not carry any restricted items.

Check-in: Check-in procedures are included in the booking confirmation email we send to you. Some airlines will require this check-in to be carried out online; where this is required, failure to check-in online will result in check-in fees at the airport which you will be liable to pay for. It is your sole responsibility to follow the airline’s check-in procedures and to check-in in good time for your flight. Tickets cannot be refunded or changed because of a no show or late check-in at the airport. To allow adequate time for security and check-in procedures, we recommend that you arrive at the airport 3 hours before your departure time. Check-in counters generally close 60 minutes prior to departure.

Amendment and cancellation: Most flight bookings are non-refundable by the airline and any amendment or cancellation will incur charges. See the individual airline’s booking conditions for further details and Clause 6 below. As we are your booking agent, please contact us in the event of any amendment or cancellation – see Clause 6 below.

05. PRICE AND PAYMENT

The price of your holiday includes all taxes and additional fees, charges and costs that are known at the time of your booking. Where such additional taxes, fees charges and costs cannot be calculated prior to you making a booking you will be given an indication of the type of additional costs that you may still have to bear.

In order to book your chosen travel arrangements, you will be required to pay an instalment/deposit on account of the full price or the full balance at the time of booking depending on when you make your booking relative to the travel departure date. You must also pay any applicable insurance premiums and booking fees.

If only a part payment is made, the balance must be paid on or before the due date that we stipulate in your booking confirmation. Failing to do so may result in cancellation of the booking by the principal(s) or supplier(s) and may incur cancellation fees set out in their terms and conditions.

Note: Except where otherwise advised or stated in the terms and conditions of the supplier concerned, all monies you pay to us for travel arrangements will be held on behalf of the supplier/principal concerned, with the exception of bookings protected by an ATOL. Any money paid to us in respect of a booking protected by an ATOL is held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to our obligation to pay it to the ATOL holder for so long as the ATOL holder does not fail financially. If the ATOL holder does fail financially, any money held at that time by us or subsequently accepted from the consumer by us, is and continues to be held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to the ATOL holder.

Changes to the price: We can change your holiday price after you’ve booked, only in certain circumstances:

Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 days of your departure.

We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value) or cancelling and receiving a full refund of all monies paid, except for any amendment charges.

Should the price of your holiday go down due to the cost changes mentioned above, then any refund will be paid to you. We will deduct from this refund our administrative expenses incurred.

06. CANCELLATION AND AMENDMENT

Cancellations: You may cancel your booking at any time. Cancellation requests must be sent to us in writing to Customer Services, Custom Holidays UK, 2nd Floor, College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom, or by email to [email protected], by the lead name on your booking and it will not take effect until received by us. Upon receipt of your cancellation request, the principal(s) or supplier(s) may be entitled to charge a cancellation fee as specified in their terms and conditions. Cancellation fees may be as much as 100% of the total price of the travel service depending on when cancellation occurs. Bookings are usually non-refundable unless stated otherwise any time after the date of booking. In addition, as we incur administration costs in processing your cancellation request, we charge an administration fee per passenger as set out in Clause 20.

Amendments: If you want to amend any aspect of your booking you must notify us in writing by post at Customer Services, Custom Holidays UK, 2nd Floor, College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom, or by email to [email protected]. We cannot guarantee that an amendment can be made after your booking is confirmed and this will depend on the terms and conditions of the supplier(s) of the travel service(s). Other than in respect of a request to increase the number of persons in your party/booking, you would need to pay an amendment fee per passenger as set out in Clause 20, together with the airline/supplier amendment charges (if any). If you have taken out travel insurance (see Clause 7 below), you may be able to claim any cancellation and amendment charges under your policy.

07. TRAVEL INSURANCE

Travel insurance is important and you should take it out as soon as you book your holiday. Check that it covers the places you will visit, the duration of your visit, any planned activities such as adventure sports and remember to tell your insurance company about any medical conditions. A good insurance policy will cover you for cancellation charges, delays, lost baggage, and medical expenses if you need treatment abroad, so read the policy details carefully to make sure it has the level of cover you want.

08. FINANCIAL PROTECTION

Flight only: We provide financial protection for some (but not all) of our flight-only services by the Civil Aviation Authority, Gatwick Airport South, West Sussex, TH6 0YR telephone 0333 103 6350, email [email protected] . When you buy an ATOL-protected flight from us, you will receive an ATOL Certificate. This lists what is finWhere we sell a flight package as agent for the organiser, you will be protected by the organiser’s ATOL and the ATOL holder’s name and number will be detailed in your booking confirmation. ancially protected, where you can get information on what this means for you and whom to contact if things go wrong.

Note: Flights that we sell as authorised ticket agent for the airline are not protected. We will tell you at the time of booking if your flight is ATOL protected and issue you with an ATOL Certificate. If you do not receive an ATOL Certificate, your flight will not be ATOL protected.

Flight package: Where we sell a flight package as agent for the organiser, you will be protected by the organiser’s ATOL and the ATOL holder’s name and number will be detailed in your booking confirmation. Where we sell a flight package as organiser, please refer to Clause 4 of Section B which will apply. Where your flight is ATOL protected, 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.

Non-flight package: Where we act as agent for a package organised by a third party, we will advise you of the financial protection arranged by the organiser in the case of the organiser’s insolvency. We are only responsible for arranging financial protection for your package where we are organiser (see Section B Clause 4).

09. DELIVERY OF DUCMENTS

All travel documents (e.g. tickets/Insurance policies) will be sent to you by email within 24-48 hours following full payment of your booking or by post on request, except in the case of a very late booking, in which case documents can be sent within 24 hours. Once documents are posted to you, no liability will be accepted by us unless the loss of documents are caused due to our negligence. In such instances if the tickets or other documents need to be reissued, all the costs should be borne by you. Documents can only be reissued up to 7 days before departure. You may request for delivery by other means if necessary, e.g. courier provided that this is at your cost.

10. PASSPORTS, VISA AND HEALTH

It is your responsibility to inform us of any medical conditions and reduced mobility before you book so that we can ensure suitability of your trip for your particular needs.

Although we can provide general information about the passport, visa (including approximate time to obtain) and health formalities in your destination countries, it is your responsibility to check, fulfil and confirm your own specific circumstances with the relevant Embassies and/or Consulates and your doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Please take special note that for all air travel within the British Isles, airlines require photographic identification either a passport or driving licence.

Passports: Most countries now require passports to be valid for at least 6 months after your return date.

Visas: In some countries a transit visa is required for passing through the country with connecting flights. We will advise you if a transit visa is required for your travel. Please also check the UK government foreign travel website for the most up to date information on visa entry requirements at www.gov.uk/foreign-travel-advice

An ESTA visa is a necessary requirement for all USA bound travel as well as transiting the USA; an ETA visa is a necessary requirement for all Australia bound travel as well as transiting Australia. Please check if your flight has an alteration involving two separate airports with the path, it is your duty to arrange the transfer to the correct airport and to arrange a transit visa if applicable. Special conditions apply for travel to the USA and all passengers must have individual machine-readable passports. Please check www.uk.usembassy.gov. For European holidays you should obtain a completed and issued form EHIC prior to departure. Non-British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

Security: Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.gov.uk/travelaware. See Clause 17.

Children: Additional documentation is usually required by airlines in relation to children travelling without their parents or unaccompanied, so this must be notified to us in advance. We will not be responsible for any refusal to embark or delay due to any failure to obtain the requisite documentation.

Pregnancy: Most airlines reserve a right to refuse embarkation to a woman who is in advanced pregnancy. Accordingly, please tell us at the time of making your booking if you or someone in your party is pregnant (or becomes pregnant before departure) so that we can check the policy of the relevant airline and advise you accordingly. A medical certificate from a doctor confirming fitness to travel may be required. We do not accept responsibility for anyone who is refused travel due to pregnancy if we have not been notified of the pregnancy or if the advice we have given has not been followed.

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

11. FINAL TRAVEL ARRANGEMENTS

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 – see Clause 4 (Check-in). It may be necessary to reconfirm your flight with Custom Holidays UK prior to departure. Please ask us for your airline contact details so that you can check directly with the airline if necessary, for any changes to the scheduled itinerary and reconfirm your flight at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

12. COMPLAINTS

In our capacity of agent, we will assist you with any complaints and you may contact our Customer Services at [email protected], or by post to Customer Services, Custom Holidays UK, 2nd Floor, College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom. However, as the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them in the first instance. If you have a problem with your travel arrangements whilst on holiday, this must be reported to the supplier/principal or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity for the supplier/principal to investigate and rectify your complaint. As a result, the amount of compensation you may be entitled to may be reduced or you may not receive any at all.

If you wish to complain when you return home, please write to the supplier/principal. You will see the name and address plus contact details in any confirmation documents we send you. We will, of course, assist you with this if you wish – please contact Customer Services at [email protected].

13. RESPONSIBILITY FOR YOUR BOOKING

Your contract is with the supplier/principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the travel arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the travel arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected).

We do not exclude or limit liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Note: Where we are the organiser of a Package under the Package Travel Regulations, we will accept responsibility for that package as organiser and the additional terms and conditions in Section B will apply

14. UNAVOIDABLE AND EXTRAORDINARY CIRCUMSTANCES

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

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

15. ACCOMMODATION RATINGS & STANDARDS

All ratings are as provided by the relevant supplier or are our own average ratings based on our industry knowledge and customer feedback. Our own ratings are clearly marked and are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given. We have made reasonable efforts to establish the official rating of the accommodation and include this within the description of the accommodation on our website.

16. DOCUMENTATION & INFORMATION

All descriptions and content on our website or otherwise issued by us is done so on behalf of the supplier in question are intended to present a general idea of the services provided by the supplier. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any travel arrangements or any other services please contact us.

17. SAFETY & SECURITY

You are responsible for making yourself aware of Foreign Office advice with regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly (see www.gov.uk/travelaware). Advice from the Foreign Office to avoid or leave a particular country may constitute an Unavoidable and Extraordinary Circumstance under Clause 14 above.

18. YOUR BEHAVIOUR

You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the supplier/principal’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the supplier reserves the right to terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the supplier/principal prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us

19. DATA PROTECTION

As part of your booking information we will need you to provide us with personal information such as name, email address, telephone number, passport number and other identifying information. We may also need to collect special category information that you provide such as health and medical information, details of any disabilities, or religion.

We will process your personal information, including special category information, for the purpose of making your booking and also pass this to the relevant suppliers of your travel arrangements or other particular persons who are a part of the provision of your travel services, as necessary to arrange your travel. Further, if required by any authorities, or as required by law, the information may be provided to public authorities such as customs or immigration. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, we will need to send this information to the US Customs and Border Protection for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, we will pass your data to suppliers outside of the EEA in compliance with the requirements of the General Data Protection Regulation as regards such transfers.

In making this booking, you understand that the personal information that you provide in your booking form may be shared with suppliers and any person required to facilitate your travel arrangements.

Click here to see our Privacy Policy for full details of how we use personal data.

20. SERVICE CHARGES

In certain circumstances, there are some service charges applicable for the services we provide.

If you are to proceed with any financial reimbursement claims and payment disputes to retrieve the cost of your holiday/flight or any additional compensations from Custom Holidays UK via other sources, a surcharge of 10% of the total payment would be retained at the end of the handling process.

SECTION B – PACKAGE HOLIDAY TERMS AND CONDITIONS

This section ONLY applies where we are an organiser of your Package under the Package Travel Regulations (see Clause 2) and should be read in conjunction with Section A of these Booking Conditions.

01. TRANSFERRING YOUR PACKAGE BOOKING

If any member of your party is prevented from travelling on their Package, that person(s) may transfer their place to someone else, subject to the following conditions:

• that person is introduced by you and satisfies all the conditions applicable to the travel arrangements making up the Package
• we are notified not less than 7 days before departure
• you pay any outstanding balance payment, an administration fee per person transferring as well as any additional fees, charges or other costs arising from the transfer; and
• the transferee agrees to these Booking Conditions, the supplier/principal’s terms and conditions and all other requirements applicable to the travel arrangements making up the Package.
• You and the transferee remain jointly and severally liable for payment of all sums.

If you are unable to find a replacement traveller, cancellation charges may apply as indicated in clause 6 of Section A. Otherwise, no refunds will be given for passengers not travelling or for unused services.

02. IF YOU CANCEL YOUR PACKAGE DUE TO UNAVOIDABLE & EXTRAORDINARY CIRCUMSTANCES

If we have organised a Package for you, you have the right to cancel your Package before departure without paying a cancellation charge in the event of Unavoidable and Extraordinary Circumstances (as defined in Clause 14 of Section A) occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the Package or significantly affecting transport to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity.

03. IF THE SUPPLIER/PRINCIPAL CHANGES OR CANCELS YOUR PACKAGE

If the supplier makes an insignificant change to your travel arrangements, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of insignificant changes include alteration of your outward/return flights by less than 24 hours, changes to aircraft type, changes of accommodation to another of the same or higher standard, changes of carriers or minor changes to services available at the hotel. Please note that carriers such as airlines may be subject to change.

Occasionally the supplier/principal may have to make a significant change to your confirmed travel arrangements. Examples of “significant changes” include the following when made before departure:

• A change of accommodation area for the whole or a significant part of your time away
• A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
• A change of outward departure time or overall length of your travel arrangements by more than 12 hours.
• A change of UK departure airport
• A significant change to your itinerary – missing out on one or more destinations entirely.

If the supplier/principal has to make a significant change or cancel your travel arrangements, we will tell you as soon as possible, and if there is time to do so before departure, we will offer you the choice of:

• i. accepting the changed travel arrangements; or

• ii. having a refund of monies paid depending on our supplier’s policy; or

• iii. accepting an offer of alternative travel arrangements of a comparable or higher standard if available; or

• iv. if available, accept an offer of alternative travel arrangements of a lower standard, with a refund of the price difference between the original travel arrangements and the alternative travel arrangements

You must notify us of your choice as soon as possible and within the period that we give you for acceptance. If we do not hear from you within that time, we will contact you again to request a notification of your choice. If you fail to respond again, we may treat the booking as terminated and refund your payment of the affected component.

04. INSOLVENCY PROTECTION FOR PACKAGE PAYMENTS

Flight Packages: We provide financial protection for only international flights upon request by way of our supplier’s ATOL, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email [email protected] . When you buy an applicable international flight 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 whom to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk . The price of our flight-inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom.

Our supplier identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where our supplier is not able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations, and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases, it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).

If our supplier 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 to arise 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 the sums you have claimed under the ATOL scheme.

We provide financial protection for your money when you buy an applicate international flight to which we can issue ATOL. If you buy other travel arrangements such as accommodation, excursions, transfers this protection doesn’t apply.

05. PROMPT ASSISTANCE WITH PACKAGES

If you have booked a Package and, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. We will provide you with appropriate information on health services, local authorities and consular assistance, as with distance communications and finding alternative travel arrangements. Where you require assistance that is not due to any failure by us, our employees, or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier/principal, airline or another transport supplier may, however, pay for or provide refreshments and/or appropriate accommodation, and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance if the difficulty is caused intentionally by you or a member of your party or otherwise through your or your party’s negligence.

This page contains a detailed & careful laydown of the rules that bind our products and services. Please note that you are legally bound by these terms & conditions & any additional terms and conditions of any Supplier applicable to your booking arrangements by engaging with the information on our website or booking a vacation through us. If you disagree with our terms and conditions, kindly refrain from making a booking with us. Therefore, our terms and conditions should be carefully read and followed before using the content on our website.