Terms and Conditions

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

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

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

All communications concerning customer services, or your booking should be sent to Customer Services, contact@expresstravelsltd.com, 024 7655 5588, 259 Stoney Stanton Road CV1 4FR COVENTRY.

APPLICABLE TO ALL BOOKINGS

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

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

Unless we are the organizer of your package holiday under the Package Travel Regulations, we, as an agent, do not assume any responsibility for the actions or failures of the suppliers, or for the travel services they provide.

BOOKINGS

Bookings may be made online on our website www.expresstravelsltd.com, or by telephone on 024 7655 5588 or in person at our agency premises. All bookings are subject to availability at the time of booking. We do not guarantee that any of the travel services that we advertise, including on our website, will still be available at the time of booking and once you have made a booking request, we will confirm availability of your chosen travel services to you.

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

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

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

FLIGHT BOOKINGS

Financial protection: When you buy an ATOL protected flight from us you will get lists of what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. You will be advised at the time of booking whether your flight is ATOL protected and if your flight is protected you will be issued with an ATOL certificate.

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

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

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

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

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

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

Check-in: Check-in procedures are included in the booking confirmation email we send to you. Some airlines will require this check-in to be carried out online; where this is required, failure to check-in online will result in check-in fees at the airport which you will be liable to pay for. It is your sole responsibility to follow the airline’s check-in procedures and to check-in in good time for your flight. To allow adequate time for security and check-in procedures, we recommend that you arrive at the airport 3 hours before your departure time. Check-in counters generally close 60 minutes prior to departure.

No-Show: In Case of No-Show, alternate options will be available as per the Airlines policy.

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

PRICE AND PAYMENT

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

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

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

CANCELLATION AND AMENDMENT

Cancellations: You may cancel your booking at any time. Cancellation requests must be called in to us at Express Travels, 02476555588, 259 Stoney Stanton Road, Coventry, CV1 4FR by the lead name on your booking and it will not take effect until received by us. Upon receipt of your cancellation request, the principal(s) or supplier(s) may be entitled to charge a cancellation fee as specified in their terms and conditions.

Cancellation fees may be as much as 100% of the total price of the travel service depending on when cancellation occurs. Bookings are usually non-refundable unless stated otherwise any time after the date of booking. In addition, a) If passenger decides to cancel the flight we incur administration costs in processing your cancellation request, we charge an administration fee of £75 per passenger and b) If the flight is cancelled by the Airlines, we charge an administration fee of £25 per passenger in processing your cancellation request.

INSURANCE

We strongly recommend that you take out sufficient travel insurance in order to cover you and your party and many of the principals or suppliers of the travel services that we sell require you to do so as a condition of booking with them. In addition, certain destinations have made it compulsory to take out travel Insurance – we will advise you where insurance is compulsory. We recommend that your insurance policy covers you, as a minimum, against the cost of cancellation by you; the cost of medical assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.

We can arrange travel insurance on your behalf, please call or email for further information.

DELIVERY OF DOCUMENTS

All travel documents (e.g. tickets/Insurance policies) will be sent to you by email within 48-72 hours following full payment of your booking or by post on request, except in the case of a very late booking, in which case documents can be sent within 24 hours. Once documents are posted to you, no liability will be accepted by us unless the loss of documents are caused due to our negligence. In such instances if the tickets or other documents need to be reissued, all the costs should be borne by you. Documents can only be reissued up to 7 days before departure. You may request for delivery by other means if necessary, e.g. courier provided that this is at your cost.

PASSPORTS, VISAS AND HEALTH

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

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

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

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

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

Security: Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visitwww.gov.uk/travelaware.

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

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

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

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

SAFETY & SECURITY

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

YOUR BEHAVIOUR

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

IF THE SUPPLIER/PRINCIPAL CHANGES OR CANCELS YOUR PACKAGE

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

• accepting the changed travel arrangements; or

• having a refund of all monies paid; or

• accepting an offer of alternative travel arrangements of comparable or higher standard if available (at no extra cost); or

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

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

OUR RESPONSIBILITIES AS ORGANISER FOR PACKAGES

Liability as organiser: Where you have booked a package where we are acting as organiser under the Package Travel Regulations, although we still act as agent for the supplier/principals of your chosen travel arrangements and your contracts will be with the supplier/principals, we will accept responsibility for the travel arrangements making up your package as an “organiser” under the Package Travel Regulations as set out below. As such, we are responsible to properly provide all of the travel services included in your Package, as set out in your booking confirmation. Subject to these Booking Conditions, if we (or the supplier/principals) have failed to perform or has improperly performed those travel arrangements and we don’t remedy or resolve your complaint within a reasonable period of time and this has affected the enjoyment of your Package, you may be entitled to an appropriate price reduction or compensation or both. The level of such compensation will be calculated taking into consideration all relevant factors such as (but not limited to): you having followed the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or the supplier/principal’s negligence affected the overall enjoyment of your Package. Please note that it is your responsibility to show that we or the Supplier/Principals have failed to perform or improperly performed your Package if you wish to make a claim against us.

Please note, we do not accept any liability for any damage, loss or expense or other sum(s) of any description:

(a) which, on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur; or

(b) which relates to any business.

We do not accept responsibility for services or facilities which were not included on your booking confirmation or where they are not advertised in our brochure / on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.