GO-THERE & THE LINDEN TRAVEL GROUPS BOOKING CONDITIONS
The conditions apply whether you book a package, single components or flights. A holiday made up of flight and accommodation booked using the onsite facility please see BOOKING CONDITIONS (ATOL) later in this document. These conditions apply to all bookings made irrespective of whether the booking was made online or over the phone.
1. Your Contract
a. Go-there.co.uk is part of the Linden Travel Group which is a trading name of The Freedom Travel Group Limited registered in England and Wales with registered number 07413809. Vat No. 239 3841 42. Registered Office: The Thomas Cook Business Park, Coningsby Road, Peterborough, PE3 8SB. Head Office: Hamil Road, Burslem, Stoke-on-Trent, ST6 1AJ. The Freedom Travel Group Limited is part of Co-op Group Travel 2 Holdings Limited. The Linden Travel Group acts as retail agents for ATOL bonded Tour Operators, Please ask for details when booking. The Freedom Travel Group Ltd trading as "The Linden Travel Group" is a member of ABTA K5588 and ATOL (6042). This means we abide by ABTA's Code of Conduct. ABTA’s rules applies to services supplied by The Freedom Travel Group Ltd T/A The Linden Travel Group but does not apply to services featured on this website that are provided by any company that is not a member of ABTA. Your contract is with the suppliers of the services, your booking is subject to the suppliers terms and conditions. As we are acting as agents for these suppliers, we accept no liability for any failure in the services or any loss of any nature suffered by you as a consequence of using the services.
b. You agree to submit to the jurisdiction of the English courts in any matters that fall within the scope of the agency responsibility of Go-there.
c. When you make a booking you confirm that you have the authority to accept and do accept on behalf of your party the terms and conditions set out below. A booking can only be made by a person aged 18 years or over.
2. Supplier Conditions
a. Please note that all bookings are subject to the suppliers conditions of booking. These contain limitations and exclusions of liability to any person who travels with them. They should be read carefully as you are bound by them. We will ask you to sign a booking form confirming your agreement to these terms.
b. Any accommodation and amenities are as described in the suppliers brochure and therefore any changes made are subject to their booking conditions.
c. The suppliers reserve the right to change itineraries and details. All flight timings are provisional and could be subject to change by the supplier. We will endeavour to inform you of such changes, but do not accept any responsibility for such changes.
d. With regards to hotel bookings - especially at the start and end of the summer season, some hotels will either open late or close early due to lack of bookings. If this happens the hotels agent will offer you an alternative which may offer the same services as originally booked. You can either accept this relocation or reject it. If you reject the offer then all we can do is refund any monies paid for that part of your booking. We would always try and work with you to find an alternative hotel but this is sometimes impossible to do.
e. The suppliers reserve the right to charge extra or cancel the booking of non-UK residents. The prices shown on this website are set at tourist rate and are applicable to UK residents and some members of the EU. Some hotels will only accept bookings from UK passport holders and some non-EU countries such as Turkey, Egypt, Morocco & Tunisia don't allow certain nationalities (Russian, Ukraine, Middle Eastern countries and nationals of that country) to book at the tourist rate and if your booking is processed you may be asked to pay a supplement once in resort or your booking may be refused. We and the hotels UK agent have the right to refuse any booking but where a client has made a booking and tried to ignore these conditions a 95% refund (minus any cancellation cost imposed by the hotels or its agent) will only be made. The 5% will be used to cover our cost and charges made by our bank. If we request verification of nationality you must respond within 12 hours or the booking will aotomatically be cancelled. Having stated this we do take many bookings from overseas clients without any problems whatsoever but if unsure then please email email@example.com stating the country you wish to visit and the nationality of all guest and we will give you a quick answer. We would recommend that all overseas bookings are paid for in full at time of booking unless you pay in GB Pounds (see 4b).
f. With regards to transfer bookings the rate shown is based on the desination supplied by the hotels UK agent but this can be wrong. When this happens the transfer provider has the right to cancel the transfer or offer it at the correct rate. You can either accept the new charges or reject them. If you reject the offer then all we can do is refund any monies paid for the original transfer. If you are booking a transfer without flights from us then you will need to supply the correct flight deatils within 48 hours of booking. We will request these once and once only. Failure to supply the correct information will relate in the loss of the transfer part of your booking and no refund will be offered.
g. Any amenities or services that are mention in the hotel description may incur an extra charge which must be paid locally to the hotel. This is usually for use of the gym or spa facilities but could be for a wide range of extras.
h. Any local taxes set by the countries Government must be paid locally to the hotel upon arrival.
3. Our liability to you
a. Unless your booking falls under the ATOL section of these conditions please note that we do not sell our own package holidays, we act only as an agent for the service provider concerned and your contract for your holiday arrangement is directly with the service provider(s). We accept no liability in relation to the service itself or for the acts or omissions of the service provider concerned. Please note that all bookings are also subject to the suppliers conditions of booking. These contain limitations and exclusions of liability to any person who travels with them.
b. Your flights and accommodation, or any other services you may choose to book with us, are covered by our ATOL booking conditions later in this document. For all other items booked (that don't include a flight) singularly are unrelated to each other and are likely to be arranged and provided by different suppliers. Go-there will notify you before travel of the suppliers providing your chosen holiday arrangements.
c. Adult only Where we state that a holiday or hotel is "Adults Only" it should be noted that the Linden Travel Group, the Tour operator, the hotels UK agent and the resort owners guarantee to not knowingly sell to anyone under the age of 16 (or otherwise stated on our website) but mistakes can happen and you may incur the occasional child whilst staying at the hotel. Unless a particular hotel is exclusive to the UK, the hotelier can contract out some rooms to another operator on a different basis, which might well mean to families. We can accept no liability if this sometimes happens. When the hotels UK agent is forced to relocate an adults only booking they may not be able to offer you another adult only hotel. They will however offer you an alternative hotel to the same board level and star rating as close to the hotel you originally booked. They will also offer you the right to cancel your original booking and offer a full refund for that part of your booking. Relocations are very rare but they do occasionally happen and we would always contact you before departure.
d. As Go-there are not a tour operator, please be aware that there will not be a representative from our company on location. We would advise you to contact the relevant supplier directly should any problem or complaint arise, ensuring that you take the contact numbers with you when you travel. (Please also see Clause 10 of these conditions.)
e. A full passport (valid for at least 6 months beyond the end of your holiday) is required for 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. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements or if you are not in possession of the relevant vaccination certificates.
f. As the Linden Travel Group is run by humans mistakes and errors sometimes happen. This can take the form of prices quoted both verbally, via email or on any of our websites and as we are part of the Co-operative Travel Group the Co-op has the right to refuse any booking taken in error. When mistakes happen we will do all we can to correct the problem and where possible will obsorb any price increases within reason. If we can't, then we will offer you a refund of any monies paid with the exception of flight cost which in many cases are not refundable by the low-cost airline.
4. Making your payment
a. All travel arrangements are subject to availability at the time the booking is made. Your booking will be definite once initial payment has been made and a confirmation has been sent via our Internet booking system. The initial amount payable will be dependent upon the proximity of the booking date to the date of departure. You will be asked to pay the deposit required by your contracted supplier(s), plus booking fees and insurance costs (where applicable). You are reminded that should you choose to cancel your holiday, you will be liable for any additional administration fees levied by both the supplier(s) and Linden Travel. The person making the initial booking guarantees payment to Go-there of the total amount due on behalf and with the consent of all other persons who are party to the booking.
Unless otherwise agreed, all balances must be paid in full to the supplier(s) at least 14 weeks before the date of departure. Payment may be made by any of the following methods: Delta or Switch; credit card (Visa or MasterCard);cheque or postal order payments are not accepted. No charge is made for payment by Switch or Delta debit cards, however credit card payments will incur a 2% surcharge. Please note that we do not accept cheques or cash. Payment should be made in pounds sterling, Euros or US Dollars. If a balance is due then the customer must call us on 00 44 845 430 2004 quoting their booking reference.
b. Where bookings are made in a currency other than GBP then we encourage clients to pay in full. Where a deposit only has been paid then the balance will be subject to the exchange rate set by Barclays Bank applicable at the time you pay your balance. This could increase the original cost of your booking.
5. Prices, information and website accuracy
a. Every effort is made to provide as much information as possible both written, verbally and on this or any of our groups websites and to ensure this information is as accurate as possible. Regrettably however changes and errors do occasionally occur. We cannot accept liability for errors on information given either written, verbally on this or any of our groups websites. Please ensure you check out any advice given including prices and availability before booking. We use various suppliers for the same hotel and each can have a different meaning for such words/phrases as 'all inclusive light', 'family room', etc and it's up to you to check the full description supplied in the search results before booking.
a1. When we mention that a particular hotel or holiday offers a Spa, then this was based on the information gathered at time of publishing and is subject to change. Within the meaning of the word "Spa" we also include hotels that offer a "Wellness Centre" and this may not be a full blown Spa. Please also note that all Spa services are chargeable but the use of the spa facilities are usually included in the price.
a2. When we mention that a particular hotel or holiday offers a "water slide", this may be a small slide for children or a full blown water or aqua park. It is up to you to read the full description of what is on offer. Please note that the vast majority of hotels offer free use of the water slides/park but some do charge a fee. Where we know that they do charge locally then we try to make this clear. If unsure then please check before booking.
a3. When we mention that a particular hotel or holiday is "on the beach" then we are reliant on the information supplied by the hotels agent and if being near to a beach is important to you then please do check before booking. As very few hotels are actually right on the beach, we do include hotels that are within 500 meters of the beach, so that we can provide you with a wider selection.
b. Every effort is made to book your requirements at the time of booking but regrettably however changes and errors do occasionally occur. We cannot accept liability for errors by suppliers if a reservation fails at the booking stage and a contract only exist once you receive a booking confirmation from us. Please also note that if a flight booking fails at the time of booking then we will try to manually book your flight but any difference in the final price will be charged to you.
c. Accommodation details, prices and pictures are shown as a guide only and any information is subject to change. Photo's, description, rates and further information will be shown after searching, however, these may still display the wrong information and you should therefore check exactly what you are booking - before doind so, as this will be shown on the final booking page and will form a contract that exist between all parties. Results are from our group's main go-there search facility and will return the lowest price found for the accommodation you have selected. Please read the full description given in the search result as details do vary. Star ratings shown on any of our group's websites are meant as a guide only and may not reflect the official local tourist boards rating. Apartments are rated as keys and are similar to that of a star rating. The star rating shown on any of our group's websites is that supplied to us by the hotels UK agent. Medhotels use a wings rating, Youtravel use a "y" rating and Holiday Brokers a "sun" rating system. Our system converts these symbols to stars but the hotels UK agent may have given the hotel a five-wings rating where in fact the official rating would be four-stars. If unsure please ask before booking.
d. Our groups Adults only holidays range offers you the chance to find total tranquillity in a resort free from the bustle of families and young people. These carefully selected range of holidays offers you the chance to enjoy a relaxed and independent break with your partner or a group of close friends. The Linden Travel Group, the Tour operator and the resort owners guarantee to not knowingly sell to anyone under the age of 16 (or otherwise stated on our website) but mistakes can happen and you may incur the occasional child whilst staying at the hotel. We can accept no liability if this sometimes happens.
e. If you book a transfer without flights then you must supply your flight details within 48 hours of booking or your transfer may fail. It is your responsibility to supply this information and if not supplied and your transfer fails then no refund or compensation will be offered.
6. Your Tickets
a. Charter flight tickets and travel documents are normally supplied 7 to 10 days prior to departure. If you do not receive your tickets 7 days before departure please contact us using the contact details provided below. Due to the poor delivery record of both the Royal Mail and various couriers used by the various airlines it is becoming the norm for most charter flight tickets to be paced as Tickets on Departure (T.O.D). If we don't receive your tickets from the airline we will email you several days before departure informing you that your ticket will be waiting for you at the airport. Full tried and tested details will be supplied. Please check your travel documents carefully upon receipt, and advise us immediately of any error. If you have any further queries, please contact our Customer Services Dept on 0845 430 2004 or email firstname.lastname@example.org
7. Travel Insurance
a. It is a condition of booking with every Supplier that you must have adequate travel insurance to ensure that you are adequately covered against unexpected cancellation charges prior to departure and events occurring during your holiday. Cheap holiday insurance can be found at www.holidays-2.co.uk/holiday-extras.htm.
b. We reserve the right to view details of your insurance cover (insurer and policy number), as we may have to pass this information on to the suppliers. It is your responsibility to ensure that you are adequately insured throughout your holiday.
8. Special Requests
a. Special Requests such as (but not limited to) assigned seat number requests, special meal requests or rooming requests will be passed on to the relevant supplier but cannot be guaranteed by Go-there.
These can not be made directly online however you can call 0845 430 2004 to request one. These will be passed to the Principal who will do their utmost to accommodate the request. However these can not be guaranteed.
9. If you cancel your booking
a. Your booking can be cancelled subject to loss of deposit and any extra cancellation charges levied by the suppliers. Notification of cancellation can only be accepted in writing from the lead passenger. The level of cancellation charge payable is dependant upon how far in advance of the departure date you cancel your booking. Please see the relevant supplier's terms and conditions for details of these charges.
b. You should also be aware that in some cases, airlines treat any changes made as a cancellation and you may be asked to pay up to 100% of the ticket cost should you wish to make any changes after your booking has been made. Please also be aware that we sometimes charge a reduced deposit rate for air tickets and if cancelled the airline will demand the full deposit cost before agreeing to cancel.
c. In the event of cancellation, any charges may be recovered by your travel insurance. Please check your insurance policy for more information. Cheap holiday insurance can be found at http://www.holidays-2.co.uk/holiday-extras.htm.
d. If you wish to cancel your booking or in the event of failure on your part to pay the balance of your booking for whatever reason a minimum charge of 10% of the total holiday cost will be levied to cover our cost. This 10% will be on top of any cancellation charges made by the supplier(s). If your booking involves pre-paid flights then the tickets will be withheld until all cancellation charges have been paid.
10. Alterations to your booking by the Supplier or the Customer
a. Unfortunately we cannot control or prevent changes implemented by our suppliers. Should a change occur we will endeavour to minimise the inconvenience you may experience. We cannot however offer any compensation. Again, please refer to the booking conditions of the Supplier.
b. For any changes made by the customer there will be a charge of £20.00 per change made by the Linden Travel Group plus any charges levied by the supplier.
c. Your booking may be cancelled or refused by the supplier or the hotel and in this case a full refund of monies paid will be made for bookings made in GBP. If a booking was made in any other currency then we will only refund any monies paid at the exchange rate applied by Barclays on the date of refund. This could be more or it could be less depending on the exchange rate.
e. You must check the email address used at time of booking, 24-hours before departure to see if there are any last minute changes to your booking. If an unfortunate change occurs within 24-hours of departure we will always call you on the number supplied at time of booking. You should also ensure that you print off your booking confirmation and any further vouchers that have been sent to you and take these with you. We, nor the supplier can be held responsible for any mistakes that happen due to the fact that you failed to check or forgot to take the voucher(s) with you.
11. If you have a complaint
a. If you have a complaint regarding your accommodation you must first complain to reception but if the problem isnï¿½t fixed then you must speak to the hotels manager and if still unhappy then you must call the local agent or the emergency number shown on the hotel voucher supplied to you. If you don't get an immediate answer to your phone call then you must keep trying as it's vital that you make contact. If after making contact you still don't get a satisfactory answer then you should let us know so that we can ask the hotels UK agent to intervene. If this procedure isn't followed then the hotels agent has a legally binding "get out clause" as they were not given the chance to correct the problem whilst you were in resort and your claim stands very little chance of being successful upon your return.
b. If you have a complaint regarding any part of your booking, please contact the supplier of the service in question at the earliest opportunity. Any complaint letters sent to us on your return will be directed to the relevant supplier responsible for providing your booked arrangements.
c. Should you have a complaint about any aspect of the agency service provided by Go-there, please write to our customer services department within 14 days of returning to the UK, who will investigate your complaint.
12. Data Protection
a. For the purposes of the Data Protection Act 1998 we, Go-there, are a data controller. In order to process your booking need to collect certain personal details from you. These will include, where applicable, the names and addresses of party's members, credit/debit card or other payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen booking and any dietary restrictions which may disclose your religious beliefs. If we need any other personal details, we will tell you before we obtain them from you. In order to process your order we will share your information with the airline, hotel, car rental agency, or other involved third party or supplier. We will provide only the personally identifiable information necessary to ensure the successful fulfilment of your travel arrangements. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.
b. We have appropriate security measures in place to protect the personal details you give us. Where your travel arrangements are to take place outside the European Economic Area, (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not however, pass any information on to any company and/or organisation not responsible for providing any part of your travel arrangements. Where you provide us with personal details relating to any special requirements and/or details of any illnesses, disabilities or religious requirements, you consent to this information being passed onto any organisation or companies responsible for any part of your travel arrangements whether in the EEA or not. If we cannot pass this information to the relevant suppliers, we cannot process your booking.
c. We are entitled to assume you do not object to our doing any of the things mentioned above unless you tell us otherwise in writing. You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. In limited circumstances we are entitled to refuse your request. Except where expressly permitted by the Data Protection Act 1988, we will only deal with the personal details you give us as set out above unless you agree otherwise. For example, if we wish to use any of your personal details for marketing purposes, we will tell you this when we ask for your details and give you the opportunity to say no if you do not want us to do so.
13. BOOKING CONDITIONS (ATOL)
Contract is with The Freedom Travel Group Limited, a member of ABTA
These booking conditions should be read in conjunction with those for non-ATOL bookings shown above.
These booking conditions apply to all holidays that are non-tour operator (package holidays), which are made up of at least a flight and accommodation. Other services booked at the same time such as transfers will also come under these ATOL conditions. We are members of ABTA (ABTA No. K5588) and we hold an ATOL Licence (6042) and operate as a member of the Freedom Travel Group which is part of the Co-op Group Travel 2 Holdings Limited. We will provide holidays services where we may act as your Tour Operator or your Travel Agent. This will be made clear to you before booking. When we act as Tour Operator your holiday will be booked using our ATOL licence and your Tour Operator will be Freedom Travel Group trading as The Linden Travel Group. When we act as your agent your contract will be with the Tour Operator, and their financial protection (if any) applies, the Tour Operator terms will be applicable , these will be provided prior to booking. Either way, all air inclusive packages are protected by the ATOL scheme of either our business or the Tour Operators. These conditions apply to all bookings made irrespective of whether the booking was made online or over the phone. Please see below conditions that apply to tour operator (package holidays).
14. YOUR HOLIDAY CONTRACT
The contract is between The Freedom Travel Group Limited a member of ABTA and the Client being any person travelling or intending to travel on a tour operated by the Company. When you make a booking the contract is made with you the client being any person travelling or intending to travel on a tour operated by the company named above on the terms of these booking conditions and it includes all matters arising from it and is subject to English law and the exclusive jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland and Northern Ireland if you wish to do so. No variation of these terms will be valid unless confirmed in writing by us. A contract will exist as soon as we issue our confirmation invoice. By making a booking, the lead passenger confirms that all persons names in the booking (and their personal representatives) have agreed to be bound by these conditions and the terms of its suppliers. A contract will only apply once all segments of the booking has been confirmed by the supplier. Occasionally, a price is supplied by the airline and availability shown but when the system tries to book the flight after payment has been made the airline declines the booking. When this happens we will contact the airline to seek an alternative but if all parties fail to agree then a full refund will be made and the original booking will be cancelled.
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked through our company and for your repatriation in the event of our insolvency. We provide full financial protection for our package holidays. When you buy an ATOL protected air holiday package from The Freedom Travel Group Limited you will receive a Confirmation Invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number . In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA For further information visit the ATOL website at www.atol.org.uk
We are a Member of ABTA, membership number W6417. We are obliged to maintain a highstandard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs.
The arbitration scheme is arranged by ABTA and administered independently by the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website.
The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday..
The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within twelve months of the date of return from the holiday outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement.
For injury and illness claims, you can request the ABTA/IDRS Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
17. OUR PRICE POLICY
The price of your holiday will be confirmed at the time of making the booking. When you make your booking you must pay a minimum deposit of £130 per person (excluding infants under two years of age at the date of return). Should your booking include scheduled flights, cruises or other special arrangements the deposit required may vary up to the full ticket price. You will be advised of the required amount at the time of booking. The balance of the price of your travel arrangements must be paid at least 14 weeks before your departure date. Balance due dates may vary where scheduled flights are included and where ticketing deadlines are unexpectedly brought forward this may result in a request for earlier payment. If the deposit and/or balance are not paid on time, we reserve the right to cancel your travel arrangements and retain your deposit. All monies you pay to the travel agent are held by him on our behalf at all times.
The price of your holiday may change after you have booked due to changes in transportation costs including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates. However there will be no change within 30 days of your departure.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one, or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday costs, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to the contractual and other protection in place.
18. IF YOU CHANGE YOUR BOOKING (excluding name changes)
If, after our confirmation invoice has been issued, you wish to change your holiday in any way, for example your chosen date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes must be made in writing from the person who made the booking or your travel agent. We will charge for any additional services, facilities or other items changed, at the price, which applies on the day the change is made. In addition, we will also charge an administration fee of £25 per person and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to departure date that changes are made and you should contact us as soon as possible. Please note certain travel arrangements (eg Apex tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
19. NAME CHANGES BEFORE TRAVEL
Except for holidays including scheduled flights if we receive notification of a change within 8 weeks of departure, the charge will be £40 per name change. Any changes outside of 8 weeks will incur a charge of £30 per name change. For holidays including scheduled flights, please note that some scheduled airlines do not permit name changes for any reason. Such charges are likely to include the full costs of the flight and may be subject to space being available for a new reservation.
20. IF YOU CANCEL YOUR BOOKING
You, or any member of your party, may cancel your booking at any time. Written notification from the person who made the booking must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges (see clause 9 above) plus supplier charges up to the maximum shown in the table below:
Period before departure within which written cancellation is received by The Freedom Travel Group Limited Amount of cancellation charges shown as a percentage of the booking price.*
More than 84 days - Deposit
57 - 84 days - 30% or deposit if greater
29 - 56 days - 50%
22 - 28 days - 75%
8 - 21 days - 90%
7 days or less - 100%
Note: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges. The full insurance premium is retained in the event of cancellation.
*Bookings that include Budget/Low Cost, Charter or Schedule Flights and/or cruise may incur different charges. Please enquire at the time of booking.
21. IF WE CHANGE OR CANCEL YOUR BOOKING
It is unlikely that we will have to make any changes to your travel arrangements, as we do plan the arrangements many months in advance. Occasionally we have to make changes and we reserve the right to do so at any time. Most of these changes are minor and we will advise you of them at the earliest possible date.
We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 12 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in the table below.
In accordance with EU Directive ½ (EC) No.2111/2005, Article 9, we are required to bring your attention the existence of a "community list", which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at www.air-ban.europa.eu
In accordance with EU regulations, we are required to advise you of the actual carrier operating your flight/connecting flights/transfer. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such change is deemed a minor change. Other examples of minor changes include alteration of your outward/return flights by up to 12 hours, dependant on duration of trip, changes to aircraft type, change of accommodation to another of the same standard.
When a major change occurs, we will inform you as soon as reasonably possible, if there is time before departure. You will have the choice of either accepting the change of arrangements, accepting an offer or alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:
Period before departure within which a major change or cancellation is notified to you or your travel agent. Credit/compensation per full fare paying passengers (excluding infants).*
More than 84 days - Nil
43 - 84 days - £10
29 - 42 days - £20
8 - 28 days - £30
0 - 7 days - £40
*For children invoiced at reduced rates, credit/compensation will be paid on a pro rota basis of the adult rate.
Force Majeure: This means we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include for example war, threat of war, riot, civil disobedience or strife, industrial dispute, terrorist activity and its consequences, acts of God, natural or nuclear disaster, fire, adverse weather conditions, , technical or maintenance problems with transport providers, closure of airports or any unforeseeable or unavoidable event beyond our control.
22. IF YOU HAVE A COMPLAINT
If you have a problem during your holiday it is of the utmost importance that you immediately bring it to the attention of the relevant person (for example the resort representative, hotel manager or transport agent) who will do their best to put things right. If your complaint is not resolved locally, you should contact us on 0800 983 9000 to advise us of the problem so that we may endeavour to resolve it. However, should a problem remain unresolved, a complaint should be made in writing within 28 days of your return home to: Customer Relations Department, The Freedom Travel Group Limited, Head Office: 1st Floor, 1 Tabley Court Stamford Street, Altrincham, Cheshire, WA14 1EZ.
Please give your booking reference and all relevant information keeping your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.
It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as any resort representative without delay and complete a report form whilst in resort. 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.
23. WHAT HAPPENS TO COMPLAINTS?
We aim to resolve all complaints amicably, but if this is not possible, your complaint can be considered under a scheme arranged by the Association of British Travel Agents and administered by the Chartered Institute of Arbitrators. Full details will be provided on request or obtained from the ABTA website www.abta.com.
24. OUR LIABILITY TO YOU
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you an appropriate compensation if this has affected the enjoyment of your travel arrangements. However, we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of 3 times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
You can ask for copies of the transport companies contractual terms, or the international conventions, from our offices: The Freedom Travel Group Limited, Hamil Road, Burslem, Stoke-on-Trent, ST6 1AJ.
Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these terms and conditions. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users Council on 0207 240 6061 or www.auc.org.uk.
25. PERSONAL INJURY UNCONNECTED WITH YOUR BOOKED TRAVEL ARRANGEMENTS
If you, or any members of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package travel arrangements or an excursion arranged through us, we shall at our discretion, offer advise, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs, benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you or any member of your party to £ 5,000.
26. API, PASSPORT, VISA, IMMIGRATION AND VACCINATION REQUIREMENTS
A full passport (valid for at least 6 months beyond the end of your holiday) is required for 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. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements or if you are not in possession of the relevant vaccination certificates.
a) Please note that if you are travelling to the USA on the Visa Waiver Programme, in addition to providing the API details, you will need to go to the ESTA Website https://esta.cbp.dhs.gov and submit an application for entry into the country. With effect from 08 Sep 2010 there is a charge of $14 (subject to change), which has to be paid as part of the online process. Please note that if they do not complete this process, entry/transit will be denied.
b) Please note that if you have booked flights with us you are required under EU Law to provide the airline with your passport details known as Advanced Passenger Information (API). Once booked you will need to go to the TLTG Website http://www.tltg.co.uk/?page_id=23 and it will explain how to submit the information. It is your responsibility to submit this information and if you fail to do so transit may be be denied.
It is your responsibility to ensure that you arrive in good time to board all flights or other methods of transportation. To assist you, we will notify you of the times by which you should arrive at all points of departure. If you miss a flight or other transportation we will try to arrange alternative transportation, but reserve the right to recover from you any costs we incur in making such arrangements.
Any rail, road and other departure times are supplied by the carriers. They are subject to, inter alia, air traffic control restrictions, weather conditions, the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that departures will take place at the times shown either in this brochure or on your tickets. The timings are estimates only. The Freedom Travel Group does not have any liability to you for any delays that may arise.
Further, your dealings with all carriers are subject to the conditions of carriage of the carrier, some of which may limit or exclude liability. Where we are in a position to do so, we will give you information before you book concerning the airline on which you will fly, your airport of destination and type of aircraft on which you will travel. However, if any of these details change subsequently, and you choose to cancel as a result, our normal cancellation charges will apply. Any arrangements in the event of a delay will be at the sole discretion of the airline or other carrier involved.
Conditions of Travel: We reserve the right to require any passenger to produce medical evidence of their fitness to travel. Passengers with a disability which may require special treatment or assistance must advise The Freedom Travel Group Limited in writing of the condition so that appropriate advice and assistance can be given. NB Passengers may be refused passage where as a result of failing to notify The Freedom Travel Group Limited, appropriate arrangements cannot be made.
The Freedom Travel Group Limited has no control over the allocation of airline seats and cannot guarantee any seat requests. Baggage allowances will vary by destination, please check (with the airline used) for details. Passengers are advised that most airlines operate a non-smoking policy.
We reserve the right to determine the hotel, air carrier, flight routing (flights will not necessarily be direct or non stop) and airport, for all holidays advertised.
It is the responsibility of the customer to check out any information supplied by the Linden Travel Group (or any employee of the company) as we only offer guidance and are not experts in every field. We never offer advice as this can lead to misinterpretation.
We cannot be held responsible for the make up of other guest at any hotel. If you book a holiday or hotel abroad then you will encounter other nationalities.
In accordance with EU regulations we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate.
Special Requests: Where special requests for flight seats, room allocation, diet considerations etc are required we must be made aware of them at the time of booking. Whilst every effort will be made to ensure that these requests are fulfilled, they cannot be guaranteed. Furthermore, The Freedom Travel Group Limited will not be liable for claims for consequential loss where written advice of special needs and requirements has not been received in writing at the time of booking. Where special requests for flight seats are passed on by The Freedom Travel Group Limited to an airline, the confirmation of seat numbers is at the discretion of the airline.
Documents: It is your responsibility to ensure that passports, visas, vaccination certificates and all other necessary documents are in order and, where appropriate, in your possession. It is also your responsibility to arrange adequate insurance cover for your tour and to take relevant details of the policy with you.
Behaviour: You must not behave in a way that may cause distress or annoyance to others or which may create the risk of danger or damage to property. If you are subject to arrest, or are prevented from travelling at the discretion of an airline or other transport providers, or if you are evicted from a hotel at the discretion of the hotel management, The Freedom Travel Group Limited will not refund any portion of the cost of your holiday and, if The Freedom Travel Group Limited incurs any expense as a result of your behaviour, you will be obliged to compensate The Freedom Travel Group Limited for that expense.
As Go-there nor the Freedom Travel Group are not a tour operator, please be aware that there will not be a representative from our company on location. We would advise you to contact the relevant accommodation supplier directly should any problem or complaint arise, ensuring that you take the contact numbers with you when you travel.
These booking conditions are our responsibility, as your tour organiser. They are not issued on behalf and do not commit any airline whose services are used in the course of your travel arrangements. Please note in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.
A printed copy of these booking conditions will be posted out within 5 working days of confirmation of your booking.
To avoid any confusion www.go-there.co.uk is part of The Linden Travel Group which is a trading name of The Freedom Travel Group Limited. Registered in England and Wales with number 3816981 which in turn is part of the Co-operative Group Limited.
These are the agency terms on which The Linden Travel Group with associated website address of www.go-there.co.uk will make an agency booking for your travel or holiday requirements. When making your agency booking with ourselves Go-there will arrange for you to enter into a legal contract with the Principal that will otherwise be known as your tour operator, airline or cruise company. For all bookings Go-there will act as the agent for the Principal who arranges your travel services. As an agent, Go-there accept no responsibility for the acts or omissions of the Principal or for the services provided by the Principal. The Terms & Conditions of the Principal will apply to your booking and Go-there advises you to read these carefully as they do contain important information about your booking. Please call 0845 430 2004 for copies of these if you do not have them.
Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
30. BOOKING DETAILS
When a booking is made all details will be detailed to you on screen or via an email. Once you have confirmed these details Go-there will proceed to confirm the booking with the Principal. Please check that all names, dates and timings are correct on receipt of your email and follow up documents, and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport but exclude middle names.
The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other person’s necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements.
Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If Go-there cannot pass this information to the relevant suppliers, whether in the EEA or not, Go-there will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy can be seen earlier in this document.
If you are booking within 14 weeks of departure, you will be required to make full payment for your booking at the time of booking. However if you are travelling outside of 14 weeks from departure a deposit can be paid and 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, Go-there will notify the Principal who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.
32. CANCELLATION AND AMENDMENTS
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 Principal may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements).
You must check the email address used at time of booking, 24-hours before departure to see if there are any last minute changes to your booking. If an unfortunate change occurs within 24-hours of departure we will always call you on the number supplied at time of booking. You should also ensure that you print off your booking confirmation and any further vouchers that have been sent to you and take these with you. We, nor the supplier can be held responsible for any mistakes that happen due to the fact that you failed to check or forgot to take the voucher(s) with you.
All Principals requires you to take out travel insurance as a condition of booking with them. It is highly recommended that you take out adequate travel insurance cover for your trip. This should be done before you travel and you should be aware that it is in your best interest to take this travel insurance out now with immediate effect as you will find that most travel insurance policies offer you an instant cancellation cover for the travel services that you have now purchased Cheap holiday insurance can be found at http://www.holidays-2.co.uk/holiday-extras.htm.
34. PRICE POLICY
The price of your Holiday will be confirmed at the time of making the booking and will be emailed to you. It is up to you to check these details carefully and confirm you are happy with them. We will also send you an invoice confirming your payment details and will contact you if there are any discrepancies in the pricing.
35. DELIVERY OF DOCUMENTS
All documents (e.g. invoices/tickets/vouchers) will either be sent to you by First Class post or if possible via email. Once documents leave our offices Go-there will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.
36. PASSPORTS, VISAS & HEALTH
Go-there can provide only general information about the passport and visa requirements for your trip. 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 Go-there nor the Principal accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
New Passport Regulations are now in place for first time adult passport applications (aged 16 or over). As part of the passport application process, interviews are now required to support your passport application. This is to ensure that your identity is protected, so allow enough time for your passport application to be processed.
Most countries now require passports to be valid for at least 6 months after your return date. (Machine readable passport required for travel to USA). Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask for full details.
Go-there can only provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
37. WHO CAN BUY HOLIDAYS FROM US?
For the majority of our holidays we can only accept bookings from UK residents aged 18 years or over and there must be at least one adult (18 years or over) travelling on any one booking. Some tour operators such as Club 18-30 do allow 17 year olds to travel but they will need a letter of consent from a parent / guardian.
38. 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.
Any dissatisfaction regarding your travel or holiday arrangements must be reported to the Principal 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. If the matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arranged by ABTA www.abta.com.
40. TOUR OPERATOR (package holidays)To avoid any confusion www.go-there.co.uk is part of The Linden Travel Group which is a trading name of The Freedom Travel Group Limited. Registered in England and Wales with number 3816981 which in turn is part of the Co-operative Group Limited. These are the agency terms on which The Linden Travel Group with associated website address of www.go-there.co.uk will make an agency booking for your travel or holiday requirements. When making your agency booking with ourselves Go-there will arrange for you to enter into a legal contract with the Principal that will otherwise be known as your tour operator, airline or cruise company. For all bookings Go-there will act as the agent for the Principal who arranges your travel services. As an agent, Go-there accept no responsibility for the acts or omissions of the Principal or for the services provided by the Principal. The Terms & Conditions of the Principal will apply to your booking and Go-there advises you to read these carefully as they do contain important information about your booking. Please call 0845 430 2004 for copies of these if you do not have them. Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
41. Booking detailsWhen a booking is made all details will be detailed to you on screen or via an email. Once you have confirmed these details Go-there will proceed to confirm the booking with the Principal. Please check that all names, dates and timings are correct on receipt of your email and follow up documents, and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport but exclude middle names. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other person’s necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If Go-there cannot pass this information to the relevant suppliers, whether in the EEA or not, Go-there will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy can be seen earlier in this document.
42. Special RequestsThese can not be made directly online however you can call 0845 430 2004 to request one. These will be passed to the Principal who will do their utmost to accommodate the request. However these can not be guaranteed.