Our Terms and Conditions
These Website Terms and Conditions will apply to: (A) Your Use Of Our Website; (B) Our Supply Of Products And Services; and (C) Our Contact With You.
This CruiseDeals website (“Website”) is owned and operated by TUI UK Retail Limited (“TUI”, “we”, “us”, “our”) a company registered in England and Wales with its Registered office: Wigmore House, Wigmore Lane, Luton, LU2 9TN (company number 01456086) and which trades under a number of brands. We are a member of TUI Group. We are members of ABTA, The Travel Association and our membership number is K0917.
Please ensure that you review all of the following sections of our Website Terms and Conditions carefully before using our Website – your use of and access to any page or part of our Website indicates that you agree to comply with and be bound by all of these terms and conditions.
If you do not agree to our Website Terms and Conditions you will not be permitted to access or use our Website.
A. Your use of our Website
You may only use this Website:
- For your own personal, non-commercial use only (which will at all times be reasonable and not abusive); or
- To obtain information on, check the suitability and availability of our products and services; or
- For purposes legitimately connected with purchasing our products and services; or
- To get into contact with us about your bookings or travel arrangements.
You agree that you shall not:
- Access, extract, use or copy any material or information on this Website for any commercial purpose or for any purposes which are unlawful. In particular, you are not allowed to copy (whether by printing off, storing on disk or in any other way), distribute (including distributing copies), alter or tamper with in any way or use any material contained in this Website except that you may print off any individual page for your own personal use; or
- Use this Website in a way that causes or may cause an infringement of the rights of any other party or which breaches any standards, regulations or codes published by any relevant authority; or
- Use this Website in any way that interferes with or affects the performance of the Website or our systems or which interferes in any way with other users use of the Website; or
- Gain, or attempt to gain, any unauthorised access to our Website, our other systems and/or to the personal data, information or booking data of other users and customers.
Ownership And Use Of Material And Information On Our Website
This Website displays registered and unregistered intellectual property such as brands, designs, data, content, copyright material and trademarks, with rights in the United Kingdom and/or other countries and which belong to us or to companies within the TUI Group or which have been licensed to us. Other product and company names mentioned and third party content displayed on this Website are proprietary to their respective owners. You are not licensed to use any of the marks on our Website unless written permission is granted, and you may not meta tag any of these marks.
Unless otherwise stated, we own (or are licensed to use) the intellectual property rights in the content and information in this Website, including (without limitation) all text, sound, photographs, images, logos, videos, maps, podcasts, blogs, customer reviews, graphics, design, underlying source code and software. Subject to the “Authorised Use” section above, material and information, either whole or in part, from this Website may not be reproduced, copied, republished, downloaded, posted, broadcast or transmitted in any form or medium without our and/or the appropriate owner’s prior written permission.
This Website contains links to other websites that may either be websites operated by companies or brands which are members of the TUI Group of companies or external websites operated by our selected suppliers or partners or other third party websites. Occasionally as you browse, or use the functionality on this Website we may provide you with links or connect you to websites which may be our branded or third-party branded sites. These links or connections are made available so you can search for and purchase additional services, find out further information on our services and your personal travel arrangements quickly and easily and find out about the products and services of our other group companies and brands. Please note that we are not responsible for nor do we endorse the content of these websites and your access and use of these websites will be subject to the terms and conditions of those websites.
We have made available various services, tools and functionality on this Website for your use. The information set out by us on these pages tells you how you can use these services, tools and functionality to find out about view content provided by us, interact with us and (if relevant) submit and share views with other customers. Your use of this Website in these ways is subject to these Website Terms and Conditions.
B. Our supply of products and services
We act in the capacity of an agent on behalf of the Tour Operator (Provider) with whom you book your holiday. You will be subject to the Provider’s terms and conditions, and your agreement for your holiday will be with the Provider and not us. The Provider’s terms and conditions can be found on their website or in their brochure. If requested by you we can send these to you before you make your booking or with your booking confirmation. By confirming your booking you are accepting the Provider’s terms and conditions and our agency terms and conditions. We will do our best to assist you with any issues you may have with the proper performance of the contract with the Provider, however this should be taken up with the Provider directly and we will have no liability in relation to the performance of that contract. If we can’t resolve your complaint you can use ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute and available from www.abta.com.
C: Our contact with you
All details provided by you or collected when you use this Website will be used and held by us in accordance with our Privacy Notice. Information about cookies and their use on this Website can be found in our Cookies Notice.
These terms and conditions do not affect your statutory rights.
When you call us to book your holiday you can pay using your credit or debit card. We can only accept debit cards that are issued in the UK. There are no additional charges when paying by Maestro, MasterCard Debit or Visa/ Delta debit cards. A fee of 2% applies to credit card payments when using credit cards. We also accept bank transfers and building society cheques, however building society cheques require an extra two week’s clearance. Our address is:
CruiseDeals, 2nd Floor, Dunedin House, Thornaby, Stockton On Tees, TS17 6BJ
Updates and Changes
We may remove or make changes to the products, information, content, materials, tools and features on this Website at any time without liability and without notice to you. We also reserve the right to immediately terminate or suspend your use of or access to this Website at any time and without notice if we consider that you have breached any of our Terms and Conditions. We may also change or modify all of any parts of our Terms and Conditions at any time and such changes or modifications shall be effective immediately upon their publication. You should review these regularly to ensure you are familiar with the most up to date version. Browsing and continuing to access or use our Website constitutes your acceptance of the updated terms and conditions and you agree to by bound by the updated terms and conditions.
Whilst we endeavour at all times to keep our pricing as accurate as possible, and whilst all our prices are updated regularly, usually on an intra-day basis, and displayed in good faith, prices displayed by our cruise locator search engine should still be seen as a guide price only. All cruises and flight details are subject to availability and price variation. A final price will be given prior to your holiday being confirmed. Errors are rare but can occur in the pricing system and these cannot be honoured.
All prices are correct at date and time of writing.
To the maximum extent permitted by law, we disclaim all warranties, whether express or implied by statute, custom or usage relating to the information contained in this Website and we shall not be liable for any losses or damages whatsoever, whether in contract, tort (including negligence), or otherwise arising from your use of this Website, or from any interruption or delay in accessing this Website.
This Website has been designed for use within the United Kingdom. By accessing this Website you are agreeing that the courts of England and Wales will deal with any disputes which may arise between you and us, and that English law shall be the applicable law.
Marella Cruises Booking Conditions
OUR AGREEMENT WITH YOU
We are a trading division of TUI UK Limited, Company Number 02830117, having its Registered Office address at Wigmore House, Wigmore Lane, LUTON, LU2 9TN and Our Agreement With You sets out what you are legally entitled to expect from us when you buy a Package Holiday from us and will not apply to any course of dealings between us other than the Package Holiday booked. The Package Holiday as advertised by us will also have restrictions set out in our A-Z Guide (https://www.tui.co.uk/destinations/booking/atozguide) which should also be read carefully. Because we sell a wide variety of Package Holidays you should read our A-Z Guide and these terms and conditions carefully, before you book, to see how they affect your specific travel arrangements made by us.
1. Your Travel Booking
Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old at the time of booking and possess the legal capacity and authority to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available. You are responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations.
In addition, if your holiday includes a flight, you are also responsible for (a) notifying us prior to the time of booking of any personal circumstances and needs pertaining to a person included in the booking including, without limitation, whether any such person is not self reliant or is a person with reduced mobility – for example if you, or a member of your party, have difficulty in walking 500 metres; and (b) notifying us at any time from the time of booking until 48 hours prior to the flight’s departure by calling our call centre if any person travelling on the booking has ceased to be self reliant or a person with reduced mobility or if a person previously reported to be with reduced mobility or as not being self reliant does no longer fall into either category.
It is a condition of your booking with us that you and all other members of your party, including infants and children, are adequately insured on holiday. Any person who is under 18 years old must be accompanied by an adult on his or her journey. There may be other restrictions and conditions on some offers, but these are explained in the details of those offers. When you or (if you are booking through a travel agent) your travel agent ask for your booking to be confirmed, we will confirm the booking there and then, and set aside your chosen accommodation, holiday or transport for you. Next, we will send you or your travel agent a Confirmation Invoice within 14 days. We may not be able to confirm some of our ground arrangements straight away (e.g. bespoke accommodation, tours etc). In these instances we may issue a Confirmation Invoice. However, a contract for arrangements that have not been confirmed on that invoice will only be made when we have sent you written confirmation that those additional arrangements have been completed. If there is any change to any of the details discussed at the time of booking, before the Confirmation Invoice is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any). If any detail on the Confirmation Invoice is not correct tell us or your travel agent immediately. If there is an obvious error on the Confirmation Invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not acceptable then you will be entitled to a full refund.
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to packages. We will be responsible for the proper performance of all the travel services included in the package. We may transfer your booking to another company in our group, but this will have no effect on your holiday arrangements.
Air Passenger Duty, which is payable by passengers departing from UK airports, is included in the price of your holiday. The price of your holiday will include the Air Passenger Duty for an economy seat. If you upgrade to a premium cabin this will be included in the upgrade cost.
2. The Price You Pay
All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. Prices include a cost for fuel that was estimated at the date of this publication.
We reserve the right to add a fuel supplement to holiday prices should this increase after the date of this publication. Prices can go up or down. We will be able to tell you or your travel agent the up-to-date price of your chosen travel arrangements and of any other services advertised by us before confirming your booking. We reserve the right to increase the price of your holiday after you have booked but no later than 20 days before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made and will provide you with justification and a calculation of how the increase has been calculated. After a Confirmation Invoice has been sent to you, any increase to your holiday price will only be as the result of the direct consequences of changes in;
1. The price of the carriage of passengers resulting from the cost of fuel or other power sources;
2. the level of taxes or fees on the travel services included in the package travel contract imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
3. the exchange rates relevant to the package
An administration charge and any relevant travel agent’s commission is included within these amounts.
If any of the costs detailed above decrease before your departure date, you will be entitled to a price reduction and will receive a refund of the amount due less any administrative expenses we have incurred.
If the increase would be 2% or less of the holiday price shown on your Confirmation Invoice (excluding insurance premiums and any amendment charges), we will absorb the changes in our costs described above and will only pass on any increase above that level. If any change in our costs would cause a reduction in your holiday price, we will not make refunds of amounts less than 2% of your holiday price (calculated as above), but we will refund in full amounts exceeding such 2%, less any administrative expenses we have incurred
If the increase is more than 8% of the holiday price (calculated as above), then: –
1. You may cancel your holiday booking within 14 days of the Amendment Invoice date and receive a refund of all monies paid to us except any amendment charges; we will only consider an appropriate refund of insurance premium paid if you can show us that you are unable to transfer or reuse your policy; and
2. the increase will be considered a Major Change as described in section 4 below and, unless you choose to cancel under paragraph 1 above, you will be entitled to the alternatives set out in section 4 for those circumstances, but in either case you will receive compensation in accordance with section 4.
The price quoted on the last Amendment Invoice issued is guaranteed, unless you change your holiday booking. Any increases in our costs which occur after the last Amendment Invoice has been sent will be borne by us. Should you instruct your credit/debit card company to “charge back” any payment(s) properly due from you in respect of your booking, we will charge you a fee of £10 per incident and associated costs. We further reserve the right to cancel your booking and/or take legal action against you for all outstanding payment(s).
3. If We Cancel Your Booking
We aim to provide your holiday as booked. But if, for example, you do not pay the balance of the holiday price on time, we may cancel it.
We may also cancel your holiday when there are not enough people booked and we have notified you of the minimum number required. In these circumstances we’ll let you know based on the duration of your holiday as follows:
|Duration of your package||Notice of cancellation|
|More than 6 days||20 days before departure|
|Between 2 and 6 days||7 days before departure|
|Less than 2 days||48 hours before departure|
We reserve the right to cancel your holiday in any circumstances but if we cancel your holiday, except where this is because you have not paid, you can either have a refund or accept a replacement holiday from us of equivalent or similar standard and price, if we are able to offer you one. We may offer you a replacement holiday from another company in our group. Should you choose this option the terms and conditions of your holiday will not change and these conditions will still apply to your booking. In either case, we will pay you compensation, using the scale shown (unless we cancel your holiday because you do not pay us the balance of the holiday price or because of one of the events listed in the ‘Important Note – Events Beyond Our Control’, or there are not enough people booked on your holiday) and we will always refund the difference in price if the replacement holiday is of a lower standard and price. We will not cancel your holiday less than 12 weeks before you go, unless this is the result of one of the events in the ‘Important Note – Events Beyond Our Control’.
4. If We Change Your Booking Details
We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right to do this at any time. We will let you or your travel agent know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your departure. Flight timings shown by us are for guidance only and may change. Occasionally it may be necessary to change the aircraft type for your flight which may mean that some facilities such as in-flight entertainment or the advertised seat pitch may not be available. Where we are unable to provide a seat option that you have paid for we will refund the amount you have paid. Your Confirmation Invoice will show the latest planned timings. Your actual flight timings will be shown on your ticket (including any e-ticket itinerary), which you should check carefully as soon as you receive it.
Major Changes To Your Holiday
Occasionally, we have to make major changes to the flight or accommodation making up your holiday with us.
Major changes to your holiday for which we will pay compensation unless the change is for reasons beyond our control (see ‘Important Note – Events Beyond Our Control’), using the scale shown, may include a price increase of more than 8%, or a significant change to any of the main characteristics of the travel services including a significant change of destination; a change in accommodation to that of a lower category, a change in the time of your departure or return flight by more than 12 hours, a change of UK departure airport (excluding changes between London airports, London, Ebbsfleet and Ashford stations and between Dover/Folkestone ports). A delay to your flight that we need to make within 24 hours before you are due to depart will not be considered a major change unless the delay is for more than 24 hours. These changes are only examples and there may be other significant changes which constitute major changes.
If we tell you about any of these changes after we have confirmed your holiday booking, you may either:
– accept the new arrangements offered by us; or
– accept a replacement holiday from us of equivalent or similar standard and price, at the date of the change, if we are able to offer you one. We may offer you a replacement holiday from another company in our group. Should you choose this option the terms and conditions of your holiday will not change and these conditions still apply to your booking; or
– cancel your holiday with us and receive a full refund of all monies paid.
Either way, we will pay you compensation, using the Compensation table shown, unless the change is for reasons beyond our control (see the ‘Important Note – Events Beyond Our Control’) and we will always refund the difference in price if the replacement holiday is of a lower standard and price, at the date of the change.
This standard payment will not affect your statutory or other legal rights. We will only make one payment for each full-fare-paying adult in the holiday booking. Any children not paying the full adult fare will receive 50% of these amounts. Children using a free child place will not receive any standard payment.
Any compensation payable will be on these scales, based on how many days before your booked holiday departure we tell you of a major change.
|Period before departure when a major change is notified||Compensation payable per person|
|84 days or more||0|
|83 – 29 days||£10|
|28 – 15 days||£20|
|14 – 8 days||£30|
|7 – 0 days||£40|
If The Change Is Not Acceptable To You
If any major change indicated above is not acceptable to you, you can cancel your holiday booking. In this case, we will refund all the money you have paid us and will pay you compensation, as shown above, depending on how many days before your holiday we tell you about this change unless the change is for reasons beyond our control (see ‘Important Note – Events Beyond Our Control’). This standard payment will not affect your statutory or other legal rights.
Important Note – Events Beyond Our Control
Events beyond our control include but are not limited to: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, any failure to secure relevant flying rights, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events.
In February 2005 a new Europe-wide law relating to denied boarding, delays and cancellation of flights came into force. This law granted rights to passengers including in certain circumstances the right to cancel their flight and receive reimbursement of the cost of the flight from their airline. Full details of these rights is publicised at EU airports and is also available from affected airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your holiday from us.
5. What Happens To Holiday Complaints
We can usually sort out any complaints you may have. But if we cannot agree, you can use ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute and available from www.abta.com. If you made your booking online you can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.
YOUR FINANCIAL PROTECTION
When you buy an ATOL protected flight or flight inclusive package 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.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate, 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.
All money accepted from you by a travel agent acting as our agent is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time by the agent, or subsequently accepted from you by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number 2524) administered by the Civil Aviation Authority Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email email@example.com and a bond held by ABTA (V5126), 30 Park street, London, SE1 9EQ, Tel: 0203 758 8779, firstname.lastname@example.org for packages that do not include flights. Calls from UK landlines cost the standard rate, but from mobiles may be higher. Check with your network provider.
6. Our Responsibility For Your Holiday
We will arrange for you to receive the travel services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or through independent suppliers contracted by us. Except where we are a Booking Agent we are responsible for making sure that each part of the holiday you book with us is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you). If any part of your holiday is not provided as described, we will pay you compensation, if appropriate, unless this is due to reasons beyond our control (see ‘Important Note – Events Beyond Our Control’).
We have taken all reasonable care to make sure that all the services which make up your holiday advertised by us are provided by efficient and reputable businesses. These businesses should follow local standards. However, overseas safety standards are generally lower than in the UK, for example few hotels yet meet EC fire safety recommendations even in Europe.
7. Personal Injury
If you suffer injury, illness or death directly as a result of the services provided as part of your holiday we may make a payment to you. We will not make any payment if your injury, illness or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would receive under English law in an English court.
1. You must tell us and the supplier involved about your injury or illness and complete a report form while you are in the resort (see section 13). You should also write to our After Travel Customer Support at the address given in our A-Z Guide (www.tui.co.uk/a-zguide) about your claim within three months of coming home from your holiday to allow us to investigate it properly and cooperate with us so as to enable us to carry out such investigation. Please include a letter about your injury or illness from your doctor.
2. You should transfer to us any rights you have against the supplier or any other person.
3. You should cooperate fully with us if we or our insurers want to enforce those rights.
4. Any payments we make may be limited in accordance with international conventions.
We ask you to transfer your rights to us so that we can claim back from suppliers any payments we make to you, plus any legal or other costs. We will not make a profit from this. If we get back from the supplier more than we have paid you plus these costs, we will give the extra money to you.
Where you or someone on your holiday is in difficulty, we will give you appropriate assistance without undue delay by;
1. providing appropriate information on health services, local authorities and consular assistance; and
2. assisting you to make distance communications and helping you find alternative travel; arrangements.
We reserve the right to charge a fee for such assistance if the difficulty is caused intentionally by you or through your negligence but any fee charged will be reasonable and will not exceed the actual costs we incur.
If you or someone on your holiday booking is injured, falls ill or dies while taking part in an activity which is not part of the holiday, or you need to incur unpredictable extra expenses for which we are not liable because the event is beyond our control (see ‘Important Note – Events Beyond Our Control’) we will, where appropriate and subject to our discretion, try to help if we can. We may help everyone on your holiday booking up to a total cost to us of £5,000 as long as the following conditions are met:
1. You must ask us for help within three months of coming back from holiday.
2. You must make a claim under your insurance policy’s legal expenses or other appropriate section. You must show us proof that your insurance company has received your claim and, if you get back the cost of legal or other expenses, you must repay us any money we have spent in helping you.
From time to time we may introduce you to reputable third party suppliers of excursions or other leisure services. If you choose to enter into a contract for the provision of excursions or other leisure services, your contract will be with that supplier directly and we act only in the capacity of an agent, and therefore would have no liability for the proper performance of that contract.
The terms and conditions in this “Our Agreement With You” will not apply to any contract for the provision of excursions or other leisure services.
YOUR AGREEMENT WITH US
9. Your Contract
By asking us or your travel agent to confirm your booking, you are accepting on behalf of all persons travelling on this booking that the terms of this Agreement, which incorporate the information, restrictions and obligations set out in our A-Z Guide, and the conditions of any terms and conditions of carriage – see Conditionsof Your Ticket – constitute the entire agreement between us with regard to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party. Where the context permits, reference to “you” and “your” will include you and all persons travelling on this booking. Your contract with us shall be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matter arising under or in connection with your contract with us. You may however choose to submit to the law and jurisdiction of Scotland or Northern Ireland if you are resident in either of these jurisdictions but not to any other law and/or jurisdiction.
It is a condition of booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Advanced Passenger Information, sometimes known as APIS. In the US this may be referred to as Secure Flight and applies for flights to and from the US plus certain flights that overfly the US.
The information you must provide will include, but not be limited to, full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the United States, your country of residence and the address for your first night’s stay. You must provide this information to the airline between 6 months and 24 hours before departure, or between 6 months and 3 days before departure if you’re going to the United States, Mexico or Jamaica. For TUI Airways flights you can do this by visiting https://flightextras.tui.co.uk or by calling 0203 451 2706. Calls from UK landlines cost the standard rate, but from mobiles may be higher. Check with your network provider.
It is your responsibility to comply with all passport, visa and other immigration requirements. Your passport and travel documents must be intact; you may be refused travel if they are damaged or have been tampered with. We do not accept any responsibility if you cannot travel because you have not complied with these requirements.
10. Paying For Your Travel Arrangements
You will be required to pay a deposit to us for each person when you book unless this is within 12 weeks of departure when the full amount for the booking is payable. The deposit amount will be specified by us or your travel agent when your booking is made. If it is not specified then it will be the amount that we ask you to pay when you book, even if this is 100% of the holiday price. If you pay less than the deposit under a low deposit booking scheme, then this is only part of the deposit referred to in this paragraph. The remaining deposit will be due on cancellation or date specified at time of booking or on your confirmation invoice Please note your booking deposit may be increased or there may be a charge payable for some accommodation, holidays or flight bookings where it is necessary to secure specific facilities with full payment at the time of booking e.g. weddings, coach touring and specific types of airline tickets. Once confirmed, the booking deposit, additional charges paid and insurance premiums will not be refunded in the event of cancellation except in the circumstances specified in Sections 2, 3 or 4 or as otherwise required by law.
This is your only commitment until 12 weeks before you go. Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least 12 weeks before you go on holiday. If you don’t, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on that last Invoice, in accordance with the scale in section 12.
If you pay money for your booking to a travel agent appointed by us, they will hold that money as our agent from the time they receive it until they pay the money to us. Telephone bookings may incur an additional charge, check at time of booking.
We do not accept personal cheques, only building society and bankers’ drafts will be accepted.
If you pay by direct debit we will provide you with a confirmation setting out the payment amounts and due dates by which these payments will be made by you. The full payment will be required by 14 weeks before you go on holiday. In the event of two failed attempts to collect any direct debit payment we will cancel the direct debit mandate and you will be required to make payment by another method as detailed above.
11. If You Change Your Booking
1. You must ensure all names and details are entered correctly at the time of booking. You will receive an invoice once your booking is confirmed and must contact us straight away if there is something that you need to correct, or if you don’t receive an invoice within 7 days of confirming your booking.
2. Subject to Section 11.4, you may transfer your booking to another person, providing the following conditions are met:
– You provide us with at least 7 days notice and authorise the change in writing, which includes email
– The new lead passenger accepts the transfer and the terms of Our Agreement
– That person complies with the terms of the existing booking
– That person has valid holiday insurance – you cannot transfer your holiday insurance to the new lead passenger.
We’ll charge amendment fees to change a name on a booking outside 14 days to departure; these will be added to the new invoice. The new lead passenger, and you should they fail to pay, will be responsible for the payment of any balance due on that new invoice.
3. We charge an ‘Amendment Fee’ for each detail of your booking we allow you to change, see guide to our amendment fees table below. Please note that more major changes, including but not limited to, travelling later than planned, changes which lower the basic price of your holiday, and changes which result in your holiday ceasing to be a Package Holiday will be treated as a cancellation and incur the appropriate charges in line with Section 12.
4. Please bear in mind that certain airlines and other transport providers treat changes as a cancellation and charge accordingly, up to 100% of the cost for that part of the arrangement. Where applicable these charges will be passed on to you.
5. When changing your holiday details, the price of your new travel arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.
Some accommodation is priced according to the number of people staying there. If your party size changes, we’ll recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost per person may go up. This extra cost isn’t a cancellation charge, and it isn’t normally covered by insurance.
6. Some arrangements cannot be removed once they have been added to your booking. These include: transfers, flight options, children’s activities, accommodation options such as room/board upgrades and late checkout rooms. Certain extras, such as excursions, theme park tickets and airport extras may be non-refundable. We will make this clear when you book those arrangements, please check with us if you are unsure at the time of booking.
A £50 per booking charge will be applied if you cancel car hire insurance more than 14 days after the initial holiday booking.
Guide To Our Amendment Fees
|Changes||29 days or more to departure
||28 – 15 days to departure
||14 – 0 days to departure
|To change a name, passenger or passenger type||£25 per person||£25 per person||£25 per person|
|To change accommodation, flight time, airport, duration and/or to travel earlier than planned*
||£50 per person||90% of original cost||100% of original cost|
|To travel later than planned||Cancellation charges apply – see section 12||Cancellation charges apply – see section 12||Cancellation charges apply – see section 12|
* please note there won’t be any reduction in the price you pay, even if your new travel arrangements are cheaper than the original booking.
12. If You Cancel Your Booking
If you want to cancel your booking, or part of it, you must contact us as soon as possible. If you have made your booking through a Travel Agency, your agent must advise us of your request to cancel. Once your booking has been cancelled you can expect to receive a cancellation invoice within 14 days. If you don’t please contact us.
To cover the cost of processing your cancellation, and to compensate us for the risk that we may not be able to resell your travel arrangements, we’ll make a cancellation charge on the scale shown below. You are responsible for paying this charge.
Guide To Our Cancellation Charges
These charges are based on how many days before your booked departure we receive your cancellation notice, and are a percentage of the total cost of your booking, not including your insurance premium. If you want to cancel one or more passengers on the booking you’ll have to pay a proportion of the applicable cancellation charge for those passengers.
|Period Before Departure When Notice Of Cancellation Is Received||Percentage Of Total Booking Price|
|70 days or more||Loss of deposit|
|69 – 63 days||30%|
|62 – 49 days||50%|
|48 – 29 days||70%|
|28 – 15 days||90%|
|14 – 0 days||100%|
Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. Where extra facilities or transport options, see Sections 10 and 11.4, are non-refundable, in part or in full, the cost of these will be added to the cancellation charge you have to pay.
If you booked using a Low Deposit Offer, the full deposit amount stated on your confirmation invoice will need to be paid upon cancellation.
The cancellation charge may be higher for certain travel arrangements, such as coach tours or scheduled airfares. Please ask for details of cancellation charges when you book and check your insurance policy to see if you’d be covered for the cost of any cancellation charges.
13. If You Have A Complaint
You must inform us without undue delay, taking into account the circumstances of the case, of any lack of conformity which you perceive during the performance of the travel services included in the package travel contract. If you have a complaint whilst away, you must immediately notify the supplier of the service in question (e.g. your hotelier) and our resort representative and complete a report form whilst in resort. If they are unable to resolve the problem, or a member of our staff is not available, you should contact us straight away by phone/fax/email and we will endeavour to assist. If you are still not satisfied on your return home, you must write to our After Travel Customer Support at the address given in our A-Z Guide, within 28 days of returning from your holiday to allow your complaint to be investigated properly. Please write your holiday reference number on your letter, and include all relevant information, as well as your daytime and evening telephone numbers. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
14. Online Check-in
You can check in online prior to departure if your flight is provided by TUI Airways. When checking in online you will be required to provide your advanced passenger information. Just so you know, if you choose not to use our online check-in service, we reserve the right to charge a fee for airport check-in.
15. Your Conduct
We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or agents in the UK or resort in any risk or danger, on the telephone, in writing or in person.
If the Captain of your flight or cruise ship or any of our resort staff or agents believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements, restrict your movements on board, disembark you from a ship or aircraft, or remove you from your accommodation or excursion.
If you are disruptive and prevented from boarding your outbound flight in the UK, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see section 12). If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. We will not be liable for any refund, or compensation or any costs or expenses you incur.
If you are refused carriage because of your behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you.
As a result of your behaviour during any stage of your holiday including on an aircraft, transfer, in any accommodation, cruise or excursion, we reserve the right to make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result, including but not limited to (i) cleaning, repairing or replacing property lost, damaged or destroyed by you, (ii) compensating any passenger, crew, staff or agent affected by your actions and (iii) diverting the aircraft or cruise for the purpose of removing you. Criminal proceedings may also be instigated.
For the purposes of this section reference to “you” or “your” includes any other person in your party.
16. Your Accommodation
Any accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on latest Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay. These charges must be met by you and may have to be paid locally.
17. The Conditions Of Your Ticket
When you travel by air or by sea, your journey may be subject to certain international conventions such as the Warsaw Convention, Montreal Convention or Athens Convention. You agree that the transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey. The airline’s terms and conditions are available on request. The Cruise conditions of carriage are available at www.tui.co.uk/cruise. We will tell you the identity of the air carrier when you book with us and if it is not known at that time or subsequently changes we will inform you as soon as possible and no later than at check-in for your flight.
18. Contacting You
If you book via our website or have opted in other circumstances for us to contact you via email, we will communicate with you using the email address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your email address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our call centre or in writing as required in our terms and conditions.
*TUI UK Limited, TUI UK Retail Limited and TUI Ireland Limited trading as First Choice and TUI, arrange travel insurance underwritten by AXA Insurance UK plc. TUI UK Limited, TUI UK Retail Limited and TUI Ireland Limited are appointed representatives of AXA Insurance UK plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Financial Services register number 202312. The registered office is 5 Old Broad Street, London, EC2N 1AD. Registered number 78950. Calls may be monitored and recorded. If you require documents to be sent via post, please contact our team on 0203 636 1311