Legal

Terms and Conditions

1) Introduction:-
Please check your confirmation invoice carefully and contact us immediately if any details are not correct. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts.

1.1 These booking conditions, together with our privacy notice and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Travelisto Ltd, 124 City Road, London EC1V 2NX (“we” or “us”). Travelisto Ltd is a registered company under number 11266800. Please read them carefully as they set out our respective rights and obligations. In these booking conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. If you have any further questions after reading these booking conditions then please contact our customer services team who will be happy to help you.

1.2 We act only as an agent. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below.

2) Booking:–

2.1 By making a booking, you agree on behalf of all persons detailed on the booking that you have read these booking conditions and agree to be bound by them and you are over 18 years of age.

2.2 When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as it may not be possible to make changes later, you may incur charges to make changes and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

2.3 Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. Please ensure that the names given are the same as in the relevant passport.

3) Payment:-

3.1 You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

4) Your contract:-

4.1 When making your booking we will arrange for you to enter into contracts with the suppliers (tour operator, airline or other supplier) named on your booking summary. We act as agent for the supplier but we act as your agent when making a booking with most no frills airlines. Details will be given at the time of booking. The supplier’s booking conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. They may limit or exclude the supplier’s liability to you, as well as in accordance with applicable International Conventions. Please ask us for copies of these if you do not have them. Until a component has been confirmed by the individual supplier, no contract has been formed.

4.2 You may wish to purchase flights, hotel, car rental, transfers or other services on our website. The products shown are subject to availability. Each component will be provided by different third party providers of the products you have selected. Your contract will be with the individual suppliers and not with us. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier.

5) Flights

5.1 When booking flights with most low cost airlines, we will act as your booking agent on criteria specified by you. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. We will arrange for you to enter into a contract directly with the airline concerned. Your payment obligations will be as agreed between you and us. In all other respects, you will be subject to the airline’s terms and conditions which you must refer to on the relevant airline’s website. You are advised to read these carefully prior to requesting us to book your flight. By making a booking for which we are acting as your agent, you specifically agree to the terms of this clause. We accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself.

5.2 Charter flights: When you book your charter flight through us, we act as agent for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider.

6) If you want to change or cancel your holiday

6.1 Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their booking conditions (which may be 100% of the cost of the travel arrangements). We may collect this on their behalf and you also must pay us any applicable administration charges.

7) Changes or cancellation by the Supplier

7.1 We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

8) Our service charges

8.1 In certain circumstances we apply service charges which will be shown on your booking confirmation as follows:

“Administration Fee for Supplier Failure Cover” (see “Your Financial Protection” below)
“ATOL fee” (see “Where we are package organiser” below)
“Service Charge” – a charge for the booking agency services we provide to you.
Please note that the term Service Charge does not refer to us putting together a holiday package, it is our standard charge for the service of acting as booking agent.

9) Our responsibility for your booking

9.1 Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the travel services. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

9.2 If you are having difficulties while on holiday with us then please contact your travel advisor (whose details you will have from your booking) or failing that call our head office on 02081261000. If you call outside office hours then an emergency 24 hour number will be given.

10) Complaints

10.1 The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

10.2 If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. We will of course assist you with this if you wish – please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA member then then you have the option to use ABTA’s ADR scheme, approved by the Chartered Trading Standards Institute, see www.abta.com.

10.3 You can also access the European Commission Online Dispute (ODR) Resolution platform at https://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

11) Your Financial Protection

11.1 Many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. Please ask us about the protection that applies to your booking.

11.2 When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

11.3 Please note that ATOL protection is not available for flights with low-cost carriers or where your payment is made direct to airlines unless they are part of a package. Where necessary, we will add supplier failure insurance to your booking automatically. This protects you by insuring us against the costs of refunding or replacing your booking if a supplier fails. If applicable we will charge an administration fee for supplier failure cover which will be shown on your booking confirmation.

11.4 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).

11.5 If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

12) Package holiday which doesn’t include a flight

As ATOL does not protect holidays without flights, when you buy a package holiday which doesn’t include a flight then financial protection is provided by way of a bond held or supplier failure insurance.

13) Code of Conduct

We are a not a Member of ABTA. However, we maintain a high standard of service to you similar to that of ABTA’s Code of Conduct.

14) Special Requests

14.1 If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier but we do not guarantee that they will be met and we will have no liability to you if they are not.

14.2 If you or any member of your party have any disabilities, it is extremely important that we make the necessary arrangements to make your holiday go smoothly. We must therefore insist that you contact our offices on 02081261000 before completing any reservation to ensure compatibility for the holiday that you chose.

15) Insurance

We strongly recommend that you take out adequate travel insurance and it may be a condition of your contract with suppliers. Your insurance should offer cover for you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which would have been covered by such insurance.

16) Accommodation

16.1 Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

16.2 Safety standards in some countries may differ from those applicable in the United Kingdom. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.

16.3 After registration, on arrival at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with your accommodation supplier. Please note that any local taxes and expenses will be payable to your accommodation supplier in resort on check-out.

16.4 The standard international practice is to let rooms from midday to midday. However times do vary. Check-in times are usually between 2pm and 3pm, check-out times between 11am and 12 noon on the day of departure. Therefore, if you check-in immediately after a night flight this would normally count as one night’s accommodation. Similarly, if your return flight is at night you will normally be required to vacate your room at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management.

17) Building Work

From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. If we are notified of such works we will inform you before you make your booking or within a reasonable time of us being notified.

18) Delivery of documents

All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by post or email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. You must pay any charges made by suppliers if tickets or other documents need to be reissued.

19) Passports, Visas and Health

19.1 We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. For more information on passports please visit https://www.gov.uk/browse/citizenship/passports

19.2 Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.

20) Final travel arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

21) Unavoidable and extraordinary circumstances

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our obligations to you are affected by any circumstances which we or the supplier of the service in question could not have avoided even if all reasonable measures had been taken. These circumstances can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, weather conditions which make it impossible to travel safely to the destination and all similar events outside our control or the control of the supplier concerned.

22) Behaviour

Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

23) Privacy notice

23.1 We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website

23.2 If there are any changes to the details supplied to us by you it is your responsibility to inform us as soon as possible.

24) Credit and debit cards

24.1 We accept most major credit and debit cards, except American Express. We do not charge for credit/debit card use for the cards we accept.

24.2 You undertake to us that the details you give to us are correct and in particular that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the product or service. You accept financial responsibility for all transactions made under your name or account and in order to purchase a Travel Product from us you must be over 18 years old and have the legal capacity to make the transaction.

25) Subject to availability

Please note, some of our Travel Products are sold “subject to availability”. What this means is that we will pass your details onto our suppliers who will subsequently contact us to confirm the booking. Please note that no contract is formed until the supplier has contacted us and you have agreed to purchase the holiday.

26) Pricing errors

26.1 Please note also that any price guides on Travelisto are for guidance purposes only and may not be 100% accurate. In the case of a mistake we reserve the right to charge the correct price. If the correct price is more than the original mistaken price then you have the option to cancel the booking without charge or to accept the higher price.

26.2 We will do our best to correct errors and omissions as quickly as practicable after being notified of them. However, there may be times when obvious errors occur. For example, very occasionally, this may result in a price, product or service or other detail displayed or presented incorrectly on the Travelisto website or by one of our representatives. In this case we reserve the right to cancel that contract, but this of course will be without any liability to you.

27) Consent

Where your contract is with a third party supplier such as a tour operator or hotel, we may pass on any essential booking details to that third party. The placing of an order for any goods and services by you will constitute consent to us passing on such details.

28) Website

28.1 The site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed, or reproduced in any way by you, except if you wish to make copies of the website for your own personal and non-commercial use.

28.2 Our site may contain links to other third party websites over which we have no control. We cannot therefore have any responsibility in relation to the accuracy, completeness or quality of the information contained on those websites. If you visit a different website to ours then it may not be an ABTA member and so you may not receive the same level of protection that we offer.

28.3 The copyright and the propriety rights on the website and all content are owned by Travelisto or its third party licensors and in this respect we reserve all rights.

29) Terms and conditions

We reserve the right to change or update these terms and conditions relating to the use of travelisto.com from time to time.

30) Jurisdiction

Any contracts concluded with us are done so in English and are subject to the laws of England & Wales. These terms and conditions are also subject to the laws of England & Wales. You agree to be bound by the exclusive jurisdiction of the Courts of England & Wales.

By using our website you agree to our Privacy Policy and Cookie Policy and give consent for us to use the cookies outlined below.

About this cookie policy.

Further information

You can find more information about cookies at www.aboutcookies.org. Travelisto is not responsible for the content of external websites. If you need any more information about the cookies used by Travelisto please email us at dataprotection@travelisto.com

The Data Protection Act controls how much personal information can be used by all organisations, businesses and the government.

We, therefore, have to follow the ‘data protection principles’ namely,

1) Personal data shall be processed fairly and lawfully.

2) Personal data shall be obtained and used for a limited and specifically stated purpose or purposes only and shall not be further processed in any manner incompatible with that purpose or purposes.

3) Personal data shall be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed.

4) Personal data shall be accurate and, where necessary, kept up to date.

5) Personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or purposes.

6) Personal data shall be processed in accordance with the rights of data subjects under this Act.

7) Appropriate measures must be taken against unlawful processing of personal data and against accidental loss or destruction of, or damage to personal data ensuring it is kept secure at all times.

8) Personal data shall not be transferred to a country or territory outside the European Economic Area unless that country or territory ensures an adequate level of protection for the rights and freedom of data subjects in relation to the processing of personal data.

When obtaining information the client must be clear on who we are and what the data provided will be used for. They have a right to see the information and to correct any errors. If you have any concerns, you can email to dataprotection@travelisto.com