Please be aware that by booking with JetsGo Holidays you are agreeing to and accepting the below terms and conditions.
JetsGoholidays.com (we, us, our) is the trading name of JetsGo Holidays Spain S.L CIF - B57880601 a Spanish limited liability company whose registered address is Carrer Jose Anselmo Clave 8, Palma, Mallorca. We are a Spain based tour operator and are fully licensed and bonded through the Spanish Tourism Ministry (Conselleria de Turisme i Esport) with licence number AVBAL/678.
We are fully compliant with the EU Package Travel Directive 2015 requirements to provide our customers with full financial protection for their bookings. You can read about your rights under the EU Package Travel Regulations on the Which consumer website https://www.which.co.uk/consumer-rights/regulation/package-travel-regulations
Please read the following booking conditions carefully. They set out your rights and our obligations to you.
Our obligations to you will vary depending upon what you book through us.
If you book a flight with accommodation and/or other travel product(s), this is a "Package" falling within the EU Package Travel Directive.
When we use the term 'Package' throughout these conditions, this refers to a booking which you have made through us of a flight with accommodation.
Despite us assuming certain package liabilities, in all cases we act as intermediary on behalf of suppliers such as hotels.
Separate booking conditions apply to 'accommodation only' bookings or any bookings which do not include a flight. These types of bookings are 'Agency Bookings’. Specific conditions for agency bookings can be found below. Please note that insurance is not a travel product and its purchase is a separate contract whether you have booked a package or any other travel product through us.
2 Website accuracy
We take all steps possible to ensure that the details given to you on our website are accurate and up to date but we do rely upon the descriptions given to us by the actual suppliers of the services and facilities described. Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests.
Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible.
Some activities or facilities, water sports for example, may not be available all year round. There may be a charge payable locally for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, tennis courts, pool tables and air conditioning.
In some resorts there is a possibility you will be disturbed by noise from other guests, so please bear this in mind when choosing your resort and accommodation. All accommodation providers reserve the right to collect a refundable breakages deposit on arrival.
Any transfer times we quote for travel between the airport and resort are approximate and will depend entirely on numerous circumstances such as road traffic conditions and other passengers, the journey time to your own chosen property may be longer than estimated.
Please note that all accommodation ratings given on our website are based on our suppliers ratings, in most cases these match the official rating awarded.
We cannot accept any liability for errors within our website descriptions which are as a result of the provision of incorrect information from suppliers.
3 Your Financial Protection
You can have full confidence when you book with JetsGo Holidays, as a fully licensed and bonded holiday operator we comply with the European Package Travel Regulations 2015, which have been designed to offer enhanced protection and rights to consumers EU wide purchasing travel related products, this means when booking a holiday with us it is 100% financially protected for your peace of mind.
Any package holiday booking or booking which includes a flight will benefit from being 100% financially protected and in the unlikely event of the company ceasing to trade, money can be claimed back.
Please note that we do not provide financial protection arrangements for Agency Bookings and in the event of a supplier ceasing to trade any claims should be directed to the supplier directly.
4 Your booking
The person making your booking must be aged 18 years or over and will be classed as the lead passenger. They must have the authority to make the booking on behalf of each person being included in it. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party these terms and conditions and the conditions of any suppliers providing the elements of your booking.
When a person under 18 years is travelling unaccompanied, a person aged 18 or over will be required to make the booking as the person who has authority to accept these terms and conditions on the minors behalf.
The lead passenger or person booking will be the primary contact for any correspondence from us and is responsible for making all payments due and for ensuring that all passenger names given to us accord exactly with their travel documentation.
If another person makes a booking on behalf of somebody else, we assume that person has been given authority to accept the terms and conditions on the passengers behalf. If this is not the case, the passenger must contact us immediately.
The person booking must provide correct contact details for themselves in order for any changes to the booking to be communicated. In all cases communication will be made via e-mail unless otherwise arranged. We accept no liability if details entered are incorrect and this results in the person not being contacted and flights, transfers or any other product booked is missed as a result. Information given is accepted as being correct unless subsequently amended in writing. We do not accept any responsibility whatsoever, for any inconvenience or financial loss caused by wrong contact information being supplied or not following these terms and conditions.
You can book through our website www.jetsgoholidays.com or by telephoning us on the numbers contained on our website and talking to a member of our sales team.
On receipt of your payment, we will process your booking. Where any payment you make is not authorised you will be notified and returned to the previous page on the website and we shall not continue to process your booking.
If payment is successful you will be sent a booking confirmation e-mail which will contain a booking reference number and summary of your booking. You should receive this almost immediately and we recommend checking your spam/junk mail folder in the event you do not find anything in your inbox.
It is your responsibility to check the documents you receive and notify us of any errors within 48 hours of receipt. If errors for which you hold us at fault are reported after this time, we cannot be held responsible for any costs associated with their correction.
Customers are fully responsible for checking for any e-mail correspondence from us up to their departure date which may affect bookings, any changes to bookings will be e-mailed to the e-mail address supplied by you as soon as they become known. We cannot be held responsible for any impact this may have if communication has been made by the company but has not been noticed or ignored. We always advise checking your spam folder for any important notifications.
Please note that we will endeavour to pass on all requests to your accommodation provider, however as these are requests only there is no guarantee that these will be met.
When you book a holiday more than 8 weeks before your departure date you may have the option to pay a deposit at the time of booking.
When you book less than 8 weeks before your departure date you will have to pay the total cost at the time of booking.
When you make the first payment we will then confirm your booking by email and once we have confirmed your booking, a contract will exist between us. Any outstanding balance must be paid no later than 8 weeks before your departure date.
Any booking which has an outstanding balance after this period is subject to cancellation and any monies already paid will be non-refundable. Carriage on flights will not be permitted without full payment for a ticket being received.
Some deals on our site include flights with third party low-cost airlines, we may allow you to pay a low deposit on these flights and we will pay for the flights in full on your behalf, if you were to cancel such as booking, the remaining balance outstanding on these low-cost flights will still be owed to us.
Bookings can be made using a debit or credit card.
6 Pricing / Price Changes
We reserve the right to alter the prices of any travel product before you have made any payment to us. You will be told the current price immediately before you make payment.
When you book and make payment this will be either a deposit with the balance to be paid at a later date or the full price. If you do not pay your balance in full by the due date we will cancel your booking and you will forfeit all monies paid.
Changes in costs, including the cost of fuel, taxes or fees chargeable for services such as landing fees at airports and currency exchange rates could mean that the price of your package or other travel product could change after you have booked. However there will be no change within 30 days of your departure date.
If there is a change before this date we will absorb this, and you will not be charged for any increase equivalent to 3% of the price of your package, which excludes insurance premiums and any amendment charges. You will be charged for any amount over and above that. If the price increases by more than 10% of the original price, you will have the option of changing your booking to one of equivalent value, or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
Should you decide to cancel, you must exercise your right to do so within 14 days from the issue date printed on your final invoice.
7 Tickets and vouchers
You will receive a confirmation e-mail with a reference number and summary of your booking once your first payment has been received. Approximately 2-4 weeks before your departure date you will then receive your holiday vouchers which you will need to print and take with you.
It is your responsibility to check your travel vouchers and follow any instructions given, we will not be held responsible if you fail to follow any instructions and as a result miss any part of your journey or incur extra charges as a result.
8 Flights, extras and delays
Payment for flights is generally made in full upon booking and is non-refundable once paid. The fare will be shown inclusive of all taxes, these are charged by Governments and airport operators, and are to be collected from passengers. The taxes included in fares per person are:
UK Air Passenger Duty £13
Airport Taxes £20
From April 2016 UK APD will only apply to passengers aged over 16. Please note that in the event of any increases in taxes after a booking is confirmed, we reserve the right to charge for any difference before travel will be permitted.
When booking your flight you maybe offered a number of optional extras, these services will be subject to a fee and can be added at the time of booking or added later on. Any changes such as name or flight changes will be subject to a fee and customers should contact us for these fees at the time of change as they do vary.
Unless otherwise stated, your flight voucher which will be e-mailed to you is the only document you will need to check-in at the airport for your flight. Please bring this voucher and the passport or relevant photographic identification for all passengers.
Infants and children
We will accept infants aged between 14 days and 2 years of age. An infant becomes a child on the day of their 2nd birthday and will then fall under child ticket rules. If an infant turns 2 years of age before the return flight, they will be classed as a child for that return journey and a seat will need to be purchased for them.
Infants are charged a fee per sector to travel, only one infant is permitted per adult. Infants will not be allocated their own seat. 1 child ‘car seat’ or stroller/buggy per infant travelling may be carried free of charge and will be loaded into the aircraft hold. These items shall not be accepted free of charge where no infant is travelling. Infants will be required to sit on the lap of the adult responsible for them.
Children between the ages of 2 years and 15 years will be allocated their own seat, all children under the age of 16 years must be accompanied by a parent, guardian or responsible person aged 16 or over. Under no circumstances, must another passenger be asked to accept responsibility during the flight of an unaccompanied minor.
Group bookings for children are accepted. An adult supervisor will be required for every 15 children. Children should be supervised at all times and we reserve the right to refuse travel to any children that behave in a disruptive or abusive manner. An adult is considered to be anybody 16 years or over. Full permission will be required from each childs parent/guardian to travel.
Subject to availability flights may be changed on payment of a flight change fee. Changes must be made at least 24 hours prior to the departure date. There will be a fee per passenger per sector of £40 plus any difference between the new flights fare and the original ticket purchased. If the fare is lower on the new flight no refund will be made. If changes are requested with less than 24 hours to departure we cannot guarantee it will be possible to change and no refund will be entitled to in this event.
Please note that any package elements requiring a change as a result may also be subject to additional charges. We will not be liable for any charges levied by the suppliers.
Flight timings or dates may change between the date of reservation and the date of travel. If this occurs, we will contact passengers via e-mail to inform them about any change. Up to date flight timetables are displayed on our website and passengers should consult these at least 48 hours prior to departure. We will not be held responsible and the passenger will not be entitled to any compensation if the passenger misses their flight as a result of a change.
We do not guarantee a flight will be operated by any particular aircraft or carrier and changes to aircraft may be necessary. We cannot guarantee that the level of service and baggage allowance will be the same in this situation.
JetsGo charter flights operate with an assigned seating policy, seats will be assigned at check-in. The airport handling agents will endeavour to assign passengers seats together, however this cannot be guaranteed if flights are busy. Arriving early for check-in will ensure a larger selection of seats are available. Scheduled and low-cost flights may have online check-in where seats are assigned online and you will have the option if paying to select your seat on these flights.
Extra legroom seats are offered adjacent to the emergency exit rows. Regulations state that emergency exit seats may only be occupied by passengers who are able bodied and over 12 years of age. If a passenger has selected an extra legroom seat and does not adhere to these regulations, we reserve the right to reallocate that passenger to another seat, without refund. In the event that operational reasons prevent a seat booking being honoured, a full refund of the extra legroom seat fee will be issued within 28 days of claim.
Check-in, security and boarding
All passengers should present themselves at the appropriate check-in desks, the check-in screens will display which desk is assigned to the particular flight number. It is the passengers responsibility to ensure they use the correct desk. Desks will open two hours before the scheduled departure time and will close 45 minutes prior to the scheduled departure time, any passenger who fails to present themselves at check-in by this deadline, will not be accepted for travel and will not be entitled to any refund of the flight or any other element of their package which they miss as a result. We strongly recommend that passengers check in two hours before the scheduled time of departure. Anyone requiring assistance should arrive at least 90 minutes before departure. Arrangements will then be made for those passengers to be boarded onto the aircraft.
All passengers will be required to provide their booking confirmation and relevant government issued photographic ID at check-in. The accepted forms of ID are a valid passport or national identity card supported by any other required documents such as visas. Children and infants will require their own passport or identity card.
If a passport or identity card is damaged in any way it may not be accepted. Any passenger affected by this will not be allowed to travel and no refund or compensation will be entitled either.
Please note that all names on any booking must be exactly as set out on passports. It is your responsibility to have valid travel documents. If we, or the carrier, are fined as a result of you having incorrect documents, you will have to pay us the full amount of the fine.
If an infant or child will be travelling without their parent or guardian please contact us prior to the departure date as we will require written confirmation from their parent or guardian that they are allowed to travel. Spanish children under 18 will require an authorisation form from their local police station to travel unaccompanied.
Once passengers identification has been confirmed and necessary security questions asked at check-in, passengers will receive their boarding passes and should at this point proceed to the security area to pass through to the departure lounge.
All passengers will be subject to security and immigration screening by airport security staff before being allowed into the departure lounge, any passenger who refuses to have their person or baggage screened will not be allowed to travel and will have their booking cancelled, and no refund or compensation will be entitled to.
Passengers should ensure they are at the boarding gate for their flight at least 30 minutes prior to departure. This is to ensure the aircraft can depart on time. Passengers who do not present themselves at the boarding gate before this time risk having their baggage offloaded and their booking cancelled. If this occurs they will not be allowed to travel and will not be entitled to a refund or any compensation. We advise all passengers to check the airport flight information screens regularly to see when their flight is due to board and depart.
Onboard passengers will have the chance to purchase drinks and snacks from the aircraft bar, passengers may also to bring along their own small electronic devices such as personal stereos, tablets or laptops for entertainment.
Passengers are prohibited from consuming their own alcohol onboard. Although alcohol may be carried onboard in the passengers cabin baggage so long as the bottle is sealed and remains sealed throughout the flight.
Passengers are given a free hold baggage allowance on JetsGo package holidays with our own charter flights, flight only or packages using low-cost airline flights do not include hold baggage and these are offered as optional extras.
Baggage will go into the aircraft hold and will be screened by airport security.
All passengers (excluding infants) are permitted to take one piece of cabin baggage no larger than 55cm x 45cm x 25cm. Hand baggage amounts vary from 5-10kg per person and will be confirmed on flight paperwork, any cabin baggage over the allowance will need to be checked in and will be subject to fees. In addition a handbag or any reasonable sized purchases made within the terminal may be taken onboard in a separate carrier bag.
Baggage allowances maybe combined into a single bag up to a maximum weight of 32kg.
All baggage will be subject to security screening at the airport by security personnel. This may involve a physical search or an x-ray. If passengers do not comply with this requirement they will not be allowed to travel and will have their booking cancelled. They will not be entitled to any form of refund or compensation. We will not be liable for any loss or damage caused to baggage or its contents and this should be taken up directly with the airport and handling agents responsible.
Baggage regulations are subject to change at short notice. Any additional restrictions imposed by authorities on cabin or checked baggage at time of travel will be enforced.
Passengers may take liquids on board in their cabin baggage provided they meet the following restrictions:
The plastic bag should be presented separately at security. You may be required to dispose of any liquids that do not meet the above criteria. These restrictions do not affect liquids in your checked baggage.
If passengers exceed their set baggage allowance, they may be subject to excess baggage charges. The maximum weight of any single checked bag is 32kg. If a passenger fails to pay for excess baggage, they maybe refused travel and will not be entitled to any refund or compensation.
Sports equipment and animals
Sporting equipment is welcomed onboard flights and the costs for transporting such items are listed below, golf bags and bicycles can be selected when booking online, any other items can be requested by calling us.
Golf Bag £30
Diving Equipment** £35
Surf Board £35
Musical Instrument £35
All fees are per product per one-way flight.
**Scuba tanks need to be empty with valves open.
***Bicycles must be wrapped in stiff cardboard with the pedals off, front wheel removed and the handlebars turned inline with the frame. Tyres must also be deflated.
Animals are not accepted on flights.
The following dangerous articles are not permitted in baggage whether cabin or checked baggage:
In addition the following articles are prohibited from being carried either on the person or in cabin baggage: Toy or replica guns (plastic or metal), catapults, household cutlery, knives with blades of any length, paper knives, razor blades, trades mans tools, darts, scissors, tweezers, hypodermic syringes (unless medical reason), knitting needles, sporting bats, billiard, snooker or pool cues, this list is by no means exhaustive.
We advise passengers to carry valuable or fragile items such as money and jewellery on their person or in cabin baggage. If in any doubt over any items, please ask at check-in.
Passengers should ensure they collect any checked baggage from the baggage area at the arrival airport, in the event that baggage is delayed, damaged or stolen, this should be immediately reported to the Lost & Found desk at the airport. Any claims for damages should be made to the air carrier.
Transport of unchecked and unaccompanied baggage is not allowed. Passengers will be asked to identify their baggage and take responsibility for the contents.
Carrying personal belongings or other items received from third parties is strictly forbidden.
Carriage of human remains
Human remains are not allowed on flights.
Ashes are permitted to be carried. For security reasons we would please ask that a copy of the death certificate and cremation certificate are presented at the time of check-in. Passengers are asked to ensure any ashes are securely packaged in an appropriate container and should carry them on their person or in cabin baggage.
Passengers with special requirements
It is the responsibility of each passenger to ensure they are fit to fly. Any passengers that have a medical condition or have suffered an injury, need to notify us at the time of booking or at the earliest possible opportunity, no later than 48 hours prior to departure. Failure to do so may result in not being accepted for travel. We will endeavour to ensure passengers are provided with all the assistance they should need for boarding and disembarking aircraft.
Any person requiring oxygen should notify us of this at least 7 days prior to departure. Oxygen can be supplied, a charge may be levied for this by the carrier, and a medical certificate confirming that oxygen is required for medical reasons and that the passenger is fit to fly will be required.
Passengers who require wheelchair assistance should select the assistance option when booking. Any passenger who plans to bring their own wheelchair should ensure they contact us at least 72 hours prior to departure. Wheelchairs will be carried in the hold of the aircraft free of charge. Wheelchairs that are powered by sealed, non-spillable types of battery are acceptable, however wheelchairs with un-sealed, spillable batteries are not. Mobility scooters are accepted and will be checked into the aircraft hold, however passengers should notify us if they plan to bring a scooter in advance due to the limited space available.
Any passengers with visual or hearing impairments can be pre-boarded in advance so that cabin crew can explain the safety requirements.
Passengers unable to fit into a single aircraft seat for any reason, this includes when they would be encroaching on the person sat next to them will be required to purchase additional seating. If a passenger knows this to be the case, select additional seating when booking or contact us to arrange this. This is subject to availability and as such can be refused.
Pregnant passengers will be accepted up to 27 weeks without a medical certificate. After that a medical certificate issued by a doctor or midwife is required. Travel is not permitted after week 36.
Passengers suffering from severe infectious diseases are not permitted to travel.
Passengers suffering from minor infectious diseases will require a medical note from their GP confirming that they are fit to fly. The below guidelines explain when a passenger is considered fit to fly:
Rubella: passengers can be accepted for travel 4 days after the appearance of the rash.
Measles: passengers can be accepted for travel 7 days after the appearance of the rash.
Mumps: passengers can be accepted for travel when all swelling has subsided. This is usually after 7 days however it can take up to 14 days.
Chicken pox: passengers can be accepted for travel 7 days after the appearance of the last new spot.
Passengers suffering from viral infections such as influenza should avoid travelling until symptoms have passed.
Asthma sufferers are able to carry inhalers and/or nebulisers provided that these do not contain oxygen cylinders. Passengers suffering from severe asthma will require a note from their GP confirming they are fit to fly.
Passengers that suffer from peanut allergies should advise the cabin crew when boarding, the crew will then make an announcement to ask other passengers to reframe from eating them, however there is no guarantee peanuts will not be onboard.
Delays, cancellations and refunds
The flight timings are provided by the aircraft operator and are subject to Air Traffic Control restrictions. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. The depart times listed is the estimated time the aircraft will ‘push-back’ from the stand. There is no guarantee that transport will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and we do not have any liability to you for any delay, which may arise, or for any schedule alterations. Any claims for delays or cancellations should be taken up with the aircraft operator responsible for operating the flight as per EU Regulation 261/2004
If a flight is delayed by more than 2 hours (where the flight is less than 1500km) or 3 hours (where the flight is over 1500km) passengers will be offered refreshment vouchers to use in the airport terminal, two short telephone calls, telex, fax or e-mails plus overnight accommodation if the flight is expected to operate significantly into the following day.
If a flight is cancelled due to extraordinary circumstances, e.g. weather, air traffic control, airport related problems, strike, civil unrest or security issues, passengers will be offered one of the following:
Alternative flight to the destination at the earliest opportunity.
Alternative flight to the destination at a later date at the passengers convenience and subject to availability.
No compensation will be payable in circumstances were the delay or cancellation is beyond the control of the aircraft operator.
If a flight is delayed by over 3 hours, or cancelled for any other reason passengers may be entitled to claim compensation. All compensation requests should be made to the aircraft operator responsible for the flight. We do not accept liability for any delays or compensation relating to them.
We strongly recommend that passengers take out adequate travel insurance to cover all aspects of the trip. We will not reimburse any costs for alternative transport or hotel accommodation in the event of delayed, cancelled or missed flights. Letters to support travel insurance claims for flight cancellations or disruptions can be supplied free of charge.
If passengers have booked a connecting flight with another carrier, this represents a separate contract. All passengers are strongly advised to allow at least 3 hours between the arrival of the incoming flight and the departure of the onward flight. We will not reimburse any costs if connecting flights are missed as a result of a delayed or cancelled service.
If on a rare occasion we are unable to accept passengers on an operating flight for which a passenger has a confirmed reservation. Passengers will be offered an alternative flight and may also receive compensation.
Any passenger may be denied boarding or be offloaded at any airport if it is considered that:
The passenger may endanger the safety of the aircraft, passengers or crew.
The passenger is under the influence of alcohol or drugs.
The passenger has behaved in a threatening, aggressive, abusive or insulting way towards staff or other passengers.
The passenger has ignored safety or security instructions.
The passenger has made a bomb or any form of terrorism threat, even if it was a joke.
The passenger has refused a security check.
The passenger has committed a criminal offence whilst at the airport or onboard the aircraft.
Any passenger that is denied boarding or offloaded will not be entitled to a refund or any compensation.
Personal conduct on board
All flights are non-smoking, smoking is strictly forbidden onboard the aircraft and anybody caught smoking onboard will be liable to prosecution. Use of mobile phones and other electronic devices are strictly regulated Passengers should follow the instructions of the cabin crew at all times, refusal to do so may result in being offloaded. Alcoholic beverages will be available for passengers 18 years or over to purchase onboard, however, passengers are prohibited from consuming their own alcohol onboard and this will be strictly enforced. Any passengers who become disruptive or abusive and show that they are no longer fit to be onboard the aircraft, may be offloaded. This may involve the aircraft being diverted to the nearest airport and the passenger being handed over to the local police. Please note that if a passenger causes any damage to the aircraft or their actions onboard incur any costs to the airline, that passenger will be liable for the costs (including the substantial costs of a diversion). In accordance with International law, the Captain is in command of the aircraft and every person on board will obey his or her lawful orders. Abuse of passengers or staff will not be tolerated.
9 Representation and third party excursions in resort
You will be able to contact us while on holiday if you have any issues and we will do our very best to help you, your first point of contact will be your transfer representative who will lead you to your transfer coach upon arrival.
Excursions, activities or other tours that you may choose to book and pay for locally are not part of your contract with us. For any excursion, activity or other tour that you book locally, your contract will be with the operator of the excursion or tour. We are not responsible for the provision of any such excursion, activity or tour or for anything that happens during the course of its provision by the operator.
10 Changes to your booking Including Cancellation By You
If you want to change or cancel your booking, we will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and to the transport or accommodation providers' own terms and conditions.
For any changes that can be made, we will charge the price that applies on the day the change is made, together with an administration fee of £35 per booking. Remember any change to your departure date, airport, transport, destination, accommodation, or length of holiday has to apply to all members of your booking.
The lead passenger must give to us written notice to change or cancel a booking.
For changes or cancellations to flights, there is a change fee per one-way flight of £40, plus any difference between the original fare and current fare. If you decide to cancel your flight, the only refund available to you will be the taxes paid, minus a £10 administration fee per passenger.
Simple name spelling corrections can be made free of charge, any full name changes to bookings can be made for a fee of £35 per passenger per one-way flight.
If you do cancel, you must still pay any insurance premiums and administration charges, which arose before the cancellation, and any deposits paid for any booked items or services will be forfeited. If you have any outstanding balance on a low-cost flight booking this will still be payable if cancelled.
Changes can be treated by some suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If the supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of ticket or accommodation costs.
If you cancel your holiday booking you will have to pay cancellation charges as set out below. Cancellations must be notified to us by e-mailing a written request.
More than 70 days prior to departure:
Loss of deposit and any change fees (flights are non-refundable)
69-29 days inclusive prior to departure:
£100 administration fee per booking plus loss of all deposit and change fees as per above and any additional cancellation charges from suppliers (flights are non-refundable)
28 days inclusive prior to departure:
Full value of booking If you wish to cancel a singular part of your booking, either a component or a passenger, this may be subject to full cancellation terms as above.
Please be aware that flights are none refundable once paid for, however Government taxes can be refunded, refunds are subject to a £10 administration fee per passenger.
11 Changes Made By Us Before Travel
From time to time we may have to change details of your booking. If any change will have a significant effect, we will tell you about it before if there is time. Changes we will tell you about include:
Change of your departure airport
Significant change of your destination
A change of more than 15 hours to the time you depart
Change of accommodation
If you do not want to accept a significant change, we will, if we are able to do so, offer you an alternative option of equivalent or closely similar standard and price at no extra cost. If you do not wish to take the alternative we offer you, you can choose a different product offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel and receive a full refund of any money you have paid to us, except for any amendment charges. If you reject the significant change and cancel your booking you will receive a full refund with no compensation. There are no compensation payments payable to those travelling on 'free child places', 'free group places' or infants.
Minor Changes Made By Us Before Travel
Any change which is not deemed to be significant, as outlined in the above will be classed as a minor change. We will endeavour to tell you about a minor change before you travel.
However, we will not pay compensation as a result of this change.
Circumstances Beyond Our Control
Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your package or travel product after departure, or we, or our suppliers, cannot supply your product, as we, or they, had agreed, or you suffer any loss or damage of any description. When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care.
Such circumstances will usually include, but are not limited to, airline cancellation or failure, war, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened) and significant building work ongoing outside of your accommodation, which is not known to us in advance of your departure date and building work from a third party (such as resort development).
12 Our Liability
Our obligations, and those of our suppliers providing any service or facility involved in any of your package, are to take reasonable skill and care to arrange for the provision of such services and facilities and, where we or our supplier is actually providing the service or facility, to provide them with reasonable skill and care. You must show that reasonable skill and care has not been used if you wish to make any claim against us for any of the below.
For claims which do not involve death or personal injury, we accept limited liability should part of your package not be as described on our website before you depart. If we have liability, we will, subject to these conditions, pay you reasonable compensation. Any sums received by you from suppliers (e.g. the hotel) will be deducted from any sum paid to you as compensation by us.
Where a flight is cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the air carrier responsible for the flight. We do not accept any liability under this Regulation.
For claims which involve death or personal injury as a result of an activity forming part of your Package, we have liability subject to the first paragraph above.
We accept liability except where the cause of the failure in your Package or any death or personal injury you may suffer is not due to any fault on our part or that of our servants, agents or suppliers because it is either attributable to you, or attributable to someone unconnected with the Package and is unforeseeable or unavoidable; or because the failure is due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or due to an event which neither we, nor our servants, agents or suppliers could have foreseen or forestalled.
If any International Convention applies to or governs any of the services or facilities included in your Package arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the International Convention concerned.
For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any Conventions or any other International Conventions applicable to your Package. Any applicable Protocols or amendments shall apply to all such International Conventions.
You are obliged to assist us in recovering from any third party any sum which may compensate us for any sums we pay you. In particular, you are obliged to assign to us any rights that you may have against any other person whose acts or omissions have caused or contributed to our legal liability to pay you compensation. You must also provide us with all assistance we may reasonably require. Finally, you must follow the procedures for the notification of complaints set out in the clause below entitled "Complaints".
Should you become ill whilst on holiday, you must, consult a local doctor and if necessary consult your own doctor upon your return home. Please contact us if you require any assistance whilst overseas. Should you then wish to contact us regarding this illness, you must provide us with details of both the local doctor whom you saw and your own, together with written authority for us to obtain a medical report from both those doctors.
Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your Package.
Your contract for any Agency Booking is with the supplier or suppliers providing the actual product or services which you book and those suppliers are responsible for anything which goes wrong with your Agency Booking.
We act only as an agent in making your Agency Booking. We do not own or control the accommodation which you book or any of the other services or products which you book. Accordingly, we have no liability or responsibility for anything which goes wrong with your Agency Booking unless caused by our own negligence. Since we act solely as an agent processing your booking the only circumstances in which we are likely to be negligent is in relation to the provision of dates or other information between you and the relevant supplier.
Your suppliers may change or cancel your Agency Booking(s) in accordance with their booking conditions. Should they do so we will let you know as soon as we are aware and your position will depend upon the relevant supplier's terms and conditions. Copies of your suppliers terms and conditions are available upon request.
We consider travel insurance to be essential. Accordingly, we strongly advise that you arrange suitable insurance cover for the travel arrangements as soon as you have booked with us, this will ensure your booking is insured in the event of any issues causing a need to cancel the booking, it should also cover activities which you expect to take part in while away. Insurance as a minimum should cover trip cancellation, baggage loss, accidents and health issues while you are away.
If any provision or part of a provision, of these booking conditions is found by any court or authority of competent jurisdiction to be unlawful, otherwise invalid or unenforceable, such provision or part-provision will be struck out of these booking conditions and the remainder of these booking conditions will apply as if the offending provision or part-provision had never been agreed.
You may not transfer any of your rights or obligations under these booking conditions without our prior written consent. We may transfer any of our rights or obligations under these terms and conditions without your prior written consent.
16 Your Responsibility
We want all our customers to have an enjoyable trip. However, you must remember that you are responsible for your own actions and the effects they may have on others. If we (or another person in authority) believe your actions could upset other customers, our suppliers or our own staff, or put them in danger, your holiday / travel arrangements may be ended and this could mean we or our suppliers may either ask you to leave your booked accommodation, or prevent you from boarding the aircraft. If this happens, we will not pay compensation, make refunds, or cover any expenses you suffer as a result.
We cannot accept liability for the behaviour of others in your accommodation, or flight, or for any facilities/services withdrawn as a result of their actions.
In accordance with the data protection act and the Law of Information Services of the society and Electronic Commerce (LSSI) 34/2002, by accessing our website and making bookings through it you expressly consent to the processing of your data for the purpose of sending information by any means about our products, services, special offers or promotions so that we can create user's profiles in order to send customised offers. In accordance with the provisions of the Spanish Data Protection Act you may revoke your consent to receiving commercial and advertising offers by clicking on the unsubscribe link on any e-mail received or writing to us to notify us of your request to be removed.
18 Brexit Clause
Following the UK decision to exit the European Union from March 2019, all holidays and flights sold beyond this point are subject to the UK negotiating flying rights with the EU, we cannot guarantee any flights will operate beyond March 2019 if the legal flying rights between countries have not been obtained. If in the event no agreements are made and flights are cancelled, customers will receive where possible a refund for their holiday or flight. In the event of a considerable drop in the value of the Pound following the UK exit, we will pass onto customers any increase in costs on components priced in Euros or other currencies, if this increase is over 10% customers will be able to cancel* that component or change to a cheaper alternative. *Subject to any supplier cancellation fees.
19 Law and Jurisdiction
These conditions are governed by the laws of Spain.
20 If You Have A Complaint
Any complaints should be made by e-mail. All complaints will be taken seriously and we aim to send you acknowledgement of the complaint within 28 days of receiving it.