Important Terms & Conditions of Booking
Please read these booking conditions carefully, they form an important part of the contract for your holiday.
All holidays advertised by ILOVETOUR in our brochures and on our website are operated by TTSS Ltd, registered number 06695822 (hereinafter called 'the Company' or 'we'), a member of the Travelopia Group of companies, of Origin One, 108 High Street, Crawley, West Sussex, RH10 1BD , and are sold subject to the following conditions:
In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as applicable. When you make your booking you must pay the deposit requested per person – our events, tours and products have varying deposit amounts and payment schedules.
Please Note: Adequate and valid travel insurance is compulsory for all our travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out or add insurance as soon as your booking is confirmed.
1. Financial Security
1.1 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 from us and for your repatriation in the event of our insolvency.
1.2 We will provide you with financial protection for any ATOL protected air package or flight that you buy from us by way of our Air Travel Organiser’s Licence number 9992, administered by the Civil Aviation Authority (‘CAA’). When you buy an ATOL protected air package or flight from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong.
1.3 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).
1.4 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 claim 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.
1.5 The price of your holiday includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.
1.6 When you buy an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time by the agent, or subsequently accepted from you by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
1.7 When you buy arrangements other than an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on our behalf at all times.
1.8 Any monies paid by group members to the lead name are held by the lead name solely as agent of the group member until such time as the Company has received that money. We will provide you with financial protection for any package holidays you buy from us that do not include travel by air by way of a bond held by ABTA. For further information, visit the ABTA website at >www.abta.com.
1.9 If you book arrangements other than an ATOL protected flight or a package holiday, the financial protection referred to above does not apply.
1.10 We are a Member of ABTA, membership number Y2475. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
2. Your Booking
2.1 The person making the booking (the ‘lead name’) must be 18 years old or over and possess the legal capacity and authority to make the booking and accepts these booking conditions on behalf of everyone in their party. Subject to the availability of your chosen arrangements, a contract will exist between us from the date we issue a booking confirmation email or invoice or if you book within 7 days of departure the contract will exist when we accept your full balance payment.
2.2 Whether you book alone or as a group, we will only deal with the person who has set up the booking (the “lead name” or “group leader”) in subsequent correspondence concerning changes, amendments and cancellations to the trip as a whole. The lead name is responsible for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes. Each individual is, however, personally responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself, cancellation of your participation and subsequent changes to your specific trip options. You are responsible for downloading your e-ticket. The lead name is responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations.
2.3 The individual nature of the tour payments collection does not change the statutory relationship between the Company and the group leader. To use online booking, each of your group members will need to have ticked a box confirming they have read and understood these terms and conditions. By booking online the members of your party accept that you, their group leader, as the appointed individual leading the group, have the authority and discretion to cancel a whole booking or part of it, effect a name change so that another individual may take another's tour place or amend any elements of the tour package. We will not correspond with any individual tourist with regards to the tour arrangements, nor will we accept or act on, requests or instructions regarding your group booking from anyone other than the group leader. You are permitted, at the time of booking, to nominate/authorise a second/assistant group leader but we will only issue one Group Leader log-in per group.
2.4 To confirm your place, you must pay an initial deposit as notified to you at the point of booking. The deposit paid against any trip is non-refundable under all circumstances. The balance of the price of your travel arrangements must be paid when indicated on your booking, and in any case, must be received by us at least 10 weeks before your departure date. If booking on or after the applicable balance due date, full payment must be made at the time of booking. If payment deadlines are not met or if the deposit and/or balance are not paid in time, we are entitled to cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. We do not send reminders of when payments are due. If deadlines are not met a late payment fee may be applied.
2.5 For offline payments please note that you must make each payment required by your schedule in the form of only one cheque, card payment or electronic transfer. We cannot accept individual payments from members of your group, due to the high cost of processing and banking them. If you insist on making payment using multiple cheques, we reserve the right to charge you £10 for each such cheque.
2.6 When you receive your confirmation please check the details carefully and inform us immediately if anything is incorrect. Names on travel documents must exactly match those in your passports. Unless we are responsible for the mistake, we will not accept liability if an airline or other supplier refuses boarding because the name(s) shown in your passport differ from those on your ticket.
2.7 Your personal safety is of paramount importance to us and therefore it is imperative that you advise us at the time of booking, in writing, of any condition, medical or otherwise, that might affect you or any member of your party or other people’s enjoyment of the trip.
2.8 It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Passenger Name Records (PNR) and/or Advance Passenger Information, sometimes known as APIS. For the United Kingdom, it may be referred to as ‘E-Borders’. The information you must provide will include, but not be limited to, full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night’s stay. You must provide this information to the airline between 6 months and 24 hours before departure and this information must be provided to us prior to the Balance Deadline for your trip.
2.9 A booking charge of £5.95 per person will be added to all bookings made both online and offline. All credit card payments, offline or online, we will charge a credit card fee equivalent to 2.5 % of the transaction value for processing your personal credit or business credit card. We will deduct your payment from your card at the time of the transaction. We will not be charging credit card fees after the 13th January 2018.
2.10 All Sponsorship agreements will be based on minimum numbers, please ensure you are aware of the minimum numbers that your agreement is based upon. We have the right to terminate any sponsorship agreement where minimum numbers are not reached.
2.11 Free places are given at 1:20 for sports tours and 1:15 for group weekends. These free places will be allocated after the final balance unless agreed with the office team in advance.
2.12 To ensure that we carry out your instructions accurately, improve our service and for security, we may monitor and/or record: (1) telephone calls; (2) activities using CCTV in and around our premises; and (3) transactions and activities on our website. All recordings are and shall remain our sole property.
2.13 Please note that it is your responsibility to keep any passwords or usernames we provide you with completely confidential.
3. Prices & Surcharging and Air Passenger Duty.
3.1 All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices. Prices on our website are updated regularly. Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any peak-season supplements, upgrades or additional facilities which you have requested.
3.2 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 mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure. Any changes in taxes, entry fees and/or charges that we collect at net cost on behalf of local and government bodies will be passed on to you in full or refunded to you in full (Net Cost Charges). 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, Net Cost Charges 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 to change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancel and receive a full refund, except for any amendment charges. 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 cost, 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 contractual and other protection in place.
3.3 In all cases we will only will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
3.4 Air Passenger Duty “APD” is included in the price of your holiday/flight ticket. In view of the current volatility of world oil prices, a fuel supplement may be added to the price of your holiday at the time of booking.
4. Travel Schedule and Itineraries
4.1 All coaches are based and allocated on 49 seats per coach unless stated otherwise. Whilst we do everything we can to try and accommodate individual groups this is not always possible for operational reasons. You may find that your group is requested to share your vehicle with another group and/or may be split over different vehicles. In the unlikely event that a group is split then we will try and ensure that the group is split in the best way possible to avoid isolation.
4.2 Coaches are subject to travel on both the Ferry and Eurotunnel. We cannot reserve or guarantee your method of channel crossing.
4.3 Departure times will be given to group leaders from 2 weeks prior to departure. It is the responsibility of the individual to ensure they are at the correct pick up point at the correct time. Any charges that are incurred through missing the pick up point will not be the responsibility of the Company.
4.4 If your group incurs a delay whilst travelling to or from your destination The Company will provide the level of compensation below:
4 - 8 hour delay: £5
8 - 12 hour delay: £10
12+ hour delay: £15
If you wish to arrange your own flights:
4.5 You must contact us for approval before you book any flights notifying us of your intention to travel by air. We only offer transfers from certain airports, which change from year to year, and may be subject to an additional supplement fee.
4.6 You must ensure you provide us with full, accurate and up-to-date flight details as soon as possible including the exact arrival/departure airport, flight numbers and airlines. We require a forwarded copy of the e-ticket emailed to you (as flight confirmation) by the airline.
4.7 In order to qualify for a free return airport transfer from and to one of our specified foreign airports:
The group must travel together on the same flight.
The group size must be 25 tourists or more (smaller groups can contact us for a transfer quotation).
4.8 Please note that ILOVETOUR accept no responsibility for your flights unless they are arranged by us and sold as part of the flight-inclusive package, nor can we refund or compensate you for any flights that you purchase directly.
4.9 Operation of all tours is dependent on a minimum number of persons booking the tour with such being made clear to you, and accepted by the Group Leader, as at, or before, the point of booking and the achievement of such number is a condition of your booking. If that number is not achieved, we reserve the right to cancel the tour with all payments made as at that point being forfeited. Please also note that in addition to any cancellation we also reserve the right to increase prices of the booking if minimum numbers are not met or the group size fluctuate.
4.10 Where we cancel your booking where you are not in breach of these booking conditions and other than for reasons of force majeure, we will offer you either a refund of the monies received by us in respect of the booking, or offer you, if available, a replacement holiday from us of equivalent or similar standard and price (at the date of the change).
4.11 Minimum numbers for travel and sport are as follows Badminton, Futsal, Pool, and Tennis, are 10 people minimum. All other sports are 12 people minimum. Cancellations due to minimum numbers compensation will not be payable if we are forced to cancel, or in any way change your tour for reasons of consolidation due to minimum numbers not being attained for both travel and sport participation. Group trips/society trips/group weekends are 45 people unless stated in original quote. If you are unsure please contact a member of the office team.
Coach Pick up
4.12 All coach picks ups have a minimum number of 12 people. Your group must have over 12 people to guarantee a pick up from your chosen point. It is the responsibility of the group leader to ensure they have stated the correct departure point at the time of booking. If you wish to change your pick up point within 56 days of departure you may be charged an admin fee of £20. If there are any queries that surround this please contact a member of the team at the time of booking.
4.13 We will cater for coach pick ups from Scottish, English and Welsh universities. Scottish universities may be subject to a coach pick up supplement. Irish Universities must arrange their own travel to the UK where a designated pick will be arranged at least 8 weeks prior to travel.
4.14 If you wish to meet your group near Dover/Folkestone, at a southern pick up option (to be determined 4 weeks prior to travel), you must inform us at the time of booking. A £10pp charge is payable for any person who wishes to be picked up here. Pick-ups cannot be changed after the 26th January.
4.15 Any requests made for a southern pick up, less than 6 weeks before travel, will be dealt with on a case by case basis, where we are operationally capable of making the changes.
4.16 Students should not hand over money to coach drivers throughout the duration of the tour. If damages do occur, inform a member of staff and resort staff will receive an invoice from the coach company.
4.17 We will consider special requests such as vegetarian meals, high or low floor preferences in the accommodation, when you book. We will tell you whether there is a charge for the request. We can only guarantee requests for which there is a charge, or those that are confirmed in writing.
5. If you change or cancel your booking.
5.1 If you want to make a name change, you must notify us via the online booking system. If you have an offline booking you must notify by email. The table below states the deadline dates and fees incurred. Groups that are flying will also be subject to these name change fees plus any additional charges that the airline imposes, which varies depending on whom you are flying with. Name changes may not be possible for flight inclusive groups in the run up to festivals.
5.2 Dates and Amount Payable
2nd December to 26th January:£40.00
27th January to 20th February: £85.00
21st February to 2nd March £150.00
2nd March onwards- name changes close. Once accommodation and transport allocations have gone live and e-tickets issued name changes will not be available to any passenger.
5.3 Where you are unable to travel you can transfer your booking to another person, subject to the following:
i) You must notify us in writing by email or via the booking system at least 56 days before departure
ii) Your request must be accompanied by all original travel documents which you have received and the full name and address of the transferee.
iii) The transferee must fulfil any conditions that apply to the booking
Both the transferor and transferee will be jointly and severally liable for payment of the holiday price and other associated expenses. Some airline carriers treat name changes as cancellations. Accordingly you may be required to pay for the cost of a new ticket.
All other changes:
5.4 If, after your booking confirmation has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of a minimum of £20 per paying passenger affected and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
5.5 In addition to the fee we charge, any alteration, whether a change to an existing booking or a change to another tour or departure date, will also be subject to payment by you of any costs imposed by any of the suppliers providing the component parts of the tour. If the holiday to which you transfer is more expensive than the one you originally booked, a further deposit will also be payable. Any alteration by you within 56 days of departure will be treated as a cancellation of the original booking and will be subject to cancellation charges.
5.6 You, or any member of your party, may cancel your travel arrangements at any time. Written notification by email from the person who made the booking must be given and the cancellation will be effective from the date it is received. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges as shown below. All cancellation requests must be sent in writing at least 1 day prior to departure.
5.7 Period before departure within which notice of cancellation or major change is received by us or notified by you.
If YOU cancel your holiday, the amount of the cancellation charge:
More than 56 days: deposit only
56 - 43 days: 50% of holiday cost
42 - 29 days: 70% of holiday cost
28 days or less: 100% of holiday cost
5.8 It should be noted that any additional deposit paid for confirmation of a holiday addition, flight upgrade, or certain tailor-made packages will be included in the scale of cancellation charges detailed below. Should cancellation occur more than 56 days from departure, the cancellation charge will, therefore, be loss of deposit plus this additional payment. Please note that for certain travel arrangements e.g. many scheduled transport providers, the cancellation charge may be higher than those shown. In certain cases a 100% cancellation fee applies as soon as the booking is made and the ticket is issued. Please ask for full details of cancellation charges at time of booking.
5.9 If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance company. We will provide confirmation of cancellation only if you have fully cancelled your place in writing or on the booking system prior to departure.
5.10 If one person participating in a twin or triple share arrangement should cancel and no alternative share can be found, whether arranged by us or by yourselves, the remaining participants would then be required to pay the relevant single supplement or forfeit the triple reduction.
5.11 Where a cancellation of a paying passenger reduces the group size to below that on which their tour was originally priced, or on which any free places were based, we will recalculate the costs and re- invoice you.
6. If we change or cancel your booking.
6.1 We reserve the right to cancel your booking or change any of the facilities, services or prices described in our brochures or website. We will endeavour to advise you of any changes known at the time of booking.
6.2 We plan the arrangements for your tour many months in advance and may occasionally have to make changes, most of which are minor. Flight timings and carriers shown in the brochure are subject to change. A change of carrier will not be considered a major change. If a major change becomes necessary, we will advise you of the change as soon as possible. Whether a change is ‘major’ depends on the nature of the tour and may include: alteration to the scheduled departure or return time of your flight by more than 12 hours (but not a flight delay); a change to a lower standard of accommodation; or a change of departure airport (excluding a change between London airports); closing of hotel facilities for improvement, or emptying of a swimming pool for cleaning etc if alternative facilities are nearby. A delay to your flight that we need to make within 24 hours before you are due to depart will not be considered a major change unless the change is for more than 24 hours. These changes are only examples and there may be other significant changes which constitute major changes. When a major change occurs, you will have the choice of either:
i. accepting the change; or
ii. accepting a replacement holiday from us of equivalent or similar standard and price (at the date of the change) if we are able to offer you one; or
iii. cancelling your holiday, in which case you shall receive a refund of all monies paid.
6.3 Sporting Fixtures: We go to great lengths to ensure the reliability and success of every sporting fixture we arrange. While we take every possible step to prevent tour fixtures suffering last minute cancellations, in a very small minority of cases, this can happen. Unless a cancelled fixture is the only fixture of a one-fixture tour and has been cancelled for reasons other than force majeure, we cannot be held responsible for this and it will be considered a minor change..
6.4 We will not cancel your holiday less than 4 weeks before the scheduled departure date except for reasons of force majeure (as defined below) or failure on your part to pay the Initial Deposit and/or final balance, or any other reason beyond our control. Where we cancel your booking where you are not in breach of these booking conditions and other than for reasons of force majeure, we will offer you either a refund of the monies received by us in respect of the booking, or offer you, if available, a replacement holiday from us of equivalent or similar standard and price (at the date of the change). If we are forced to cancel your holiday after departure we will, wherever possible, make suitable alternative arrangements. If we are unable to make such alternative arrangements, or you reject these for good reason then we will return you to your point of departure and refund you for any unused services, if appropriate.
6.5 When a major change occurs, you will have the choice of either accepting the change, or accepting a replacement tour from us of equivalent or closely similar standard and price (we will refund any price difference if the alternative is of a lower value), or cancelling your tour, in which case we shall refund you in full. In all cases, except where a major change arises from circumstances amounting to force majeure or consolidation (see below), we will pay you, as a minimum, compensation as detailed below:
6.6 Period before departure within which notice of cancellation or major change is received by us or notified by you.
If we cancel your holiday, the amount you will receive from us:
More than 56 days:£Nil Deposit only
56 – 43 days: 100% of holiday cost + £3
42 - 29 days: 100% of holiday cost + £4
28 days or less: 100% of holiday cost + £8
6.7 Compensation will not be payable if we are forced to cancel, or in any way change your tour for reasons of consolidation due to minimum numbers not being attained for both travel and sport participation.
6.8 We strongly recommend that you make no travel arrangements to your point of departure, make any connecting travel that is non-refundable or non-changeable or incurs penalties or incur any costs in respect of visas or vaccinations until such time as your travel itinerary has been confirmed. If you make such arrangements which you are then unable to use due to a change in your itinerary we shall not be liable to you for the cost of those arrangements. If we are forced to cancel your holiday after departure we will, wherever possible, make suitable alternative arrangements. If we are unable to make such alternative arrangements, or you reject these for good reason then we will return you to your point of departure and refund you for any unused services, if appropriate.
6.9 Circumstances amounting to force majeure, include any event which we or the supplier of the service(s) in question could not even with all due care, foresee or forestall such as (by way of example and not by way of limitation) war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, acts of God, adverse weather conditions, and all similar events.
6.10 Under European law (European Community Regulation (EC) No. 261/2004), you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation of and delays to flights. Full details of these rights are publicised at EU airports and are also available from affected airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your holiday from us. Your right to a refund and/or compensation from us is set out in section 5. If any payments to you are due from us, any payment made to you by the airline will be deducted. If your airline does not comply with these rules you should complain to the Aviation Consumer Advocacy Panel on 020 7453 6888 or at www.caa.co.uk.
7. Our liability, conditions of carriage and limitations
7.1 Our contracts with hotels and carriers provide for the allocation of rooms or seats to us. Your booking will normally be made within those allocations but no specific rooms or seats can or will be confirmed. However, we accept responsibility for ensuring that all component parts of the holiday which you book with us are supplied to you as described and to a reasonable standard.
7.2 Our obligations, and those of our suppliers providing any service or facility included in your holiday, are to take reasonable skill and care to arrange for the provision of such services and facilities. You must show that reasonable skill and care has not been used if you wish to make any claim. Standards of, for example, safety, hygiene and quality vary throughout the transport and destinations that your holiday may involve. Sometimes these standards will be lower than those which would be expected in the UK. The suppliers of the services and facilities included in your holiday should comply with local standards where they are provided.
7.3 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 in all cases will be limited in accordance with and/or in an identical manner to the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and any relevant international convention as detailed below. 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 at Sports Travel House, 14 Castle Mews, Hampton, TW12 2NP.
7.4 We shall have no liability where the cause of the failure to provide, or failure in, your holiday or any death or personal injury you may suffer is not due to any fault on our part or that of our agents or suppliers, because it is either attributable to you, or attributable to someone unconnected with your holiday and is unforeseeable or unavoidable. As well as due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which neither we, nor our agents or suppliers could have foreseen or forestalled.
7.5 If any international convention applies to, or governs, any of the services or facilities included in your holiday arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities. Our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International Conventions which may apply include, without limitation: in respect of international air travel, the Warsaw Convention 1929 (as amended) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these Conventions or any other international conventions applicable to your holiday. Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss or damage.
7.6 If you purchase any optional activities that are not part of your pre-booked itinerary, the contract for the provision of that activity will be between you and the activity provider. The decision to partake in any such activity is entirely at your own discretion and risk. If you do have any complaint about, or problem with, any optional activity purchased in resort your claim should be directed to the activity provider and not to us.
7.7 If you are joining the holiday locally (i.e. not starting with the group from the UK) our responsibility does not commence until the appointed time, we shall not be responsible for any additional expenses incurred by you to meet up with the group. If the group arrival is delayed to the local joining point we will provide you with the same room and board basis as will be provided to the group. If the delay is for more than 24 hours we will provide you with the same services and itinerary that were detailed on your confirmation to enable you to continue with your holiday, although you may, at your discretion, remain at the local joining point for the arrival of the group.
7.8 Please note that the timings of air, sea, road or rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or failure of passengers to check in on time.
Flight Notice, Flight Information and EU Blacklist.
7.9 This is a notice required by European Community Regulation (EC) No.889/2002.This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montréal Convention, and it does not form part of the contract between the carrier(s), us and you, nor part of a claim. No representation is made by the carrier(s) or us as to the accuracy of the contents of this notice.
Air carrier liability for passengers and their baggage:
7.10 This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montréal Convention.
7.11 Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £80,000 / €120,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
7.12 Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16000 SDRs (approximately £13,000 /€19,300).
7.13 Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4150 SDRs (approximately £3,300 / €5,000).
7.14 Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs (approximately £800/€1,200).
7.15 Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £800) In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage: A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.
7.16 Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger’s disposal.
7.17 Liability of contracting and actual carriers: If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
7.18 Time limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
7.19 Basis for the information. The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.
7.20 In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to 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
7.21 In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: British Airways, Easyjet, Ryanair. The airline may use wide and narrow-body jets. 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 a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard. Some flights may need to stop en route. If we know about this in advance we will tell you. Flight times shown in the brochure, on the website and on your booking confirmation are not guaranteed. Actual flight times are shown on your tickets. Flight times are local times based on the 24-hr system.
7.22 Please check with the airline regarding luggage allowance limits and the maximum allowable single item baggage weight. If you have a medical condition, serious illness, recently undergone surgery, or have suffered a recent accident, you must advise us and your airline and you may need to be cleared for travel by the airline which will involve obtaining a Fitness to Fly Certificate from your GP.
8. COMPLAINTS PROCESS
8.1 If you have a complaint about your arrangements whilst away, you must immediately notify our local representative and the relevant supplier of the service. It is strongly recommended that you first communicate any complaint to the supplier of the services in question as well as to our local representative without delay. If you are not happy with their action in response please follow this up within 28 days of your return home by writing to us at TTSS Limited, ILOVETOUR, Sports Travel House, 14 Castle Mews, Hampton, TW12 2NP, giving your booking reference and all relevant information. We will acknowledge your written notification within 14 days and aim to provide a full response within 28 days. We can usually sort out any complaints you may have. But if we cannot agree, you can use the Arbitration Scheme devised for the travel industry by ABTA and administered independently, providing the dispute fits within the rules of the scheme.
8.2 This is a simple way of sorting out complaints and there are limits on the costs you might have to pay. You do not have to appear in person, but can send documents to explain your complaint. Details and application forms are available from ABTA, 30 Park Street, London, SE1 9EQ. If you prefer, you can take your complaint to the County Court or another suitable court. Information regarding complaints may be shared with other tour operators.
9. Details of insurance.
9.1 Adequate and valid travel insurance is mandatory for all clients while on one of our tours. You are strongly advised to insure yourself against any possible risk that may occur and in particular to ensure that you have sufficient insurance in respect of dependent relatives. You are required to carry proof of insurance with you and produce it if reasonably requested by company employees or suppliers.
9.2 The insurance scheme we offer is designed to cover all activities included in our itineraries and the featured optional extras. Please note, however, that this policy may not cover you for any activities you purchase that are not pre-booked nor featured in official ILOVETOUR Company literature. If you choose not to take our insurance you are responsible for ensuring that you are in possession of travel insurance for the entire duration of the tour in respect of at least medical expenses, injury, death, repatriation, cancellation and curtailment, with cover/benefits equal to/greater than the insurance we offer. If you make your own insurance arrangements you must ensure that there are no exclusion clauses which limit cover for the type of activities included, or the altitudes attained, in your tour.
Visa, Health, Passport, Travel documentation
9.3 Whilst we are able to provide basic advice to clients regarding passports and visa requirements, you should check with the appropriate Embassy, Consulate or British Foreign Office for the exact requirements for your chosen tour and date of travel. It is your responsibility to ensure that you have the correct passport and visas to gain access to any country/region included in the travel arrangements which you purchase from us. If you fail to do so, we have no liability to you for any cost, loss or damage which you suffer, nor will we refund you the cost of any unused portion of your travel arrangements. In some cases, countries will refuse entry to clients who have criminal records. Should you be concerned about this, please check with the embassy or consulate of the countries to which you are travelling. The lead name is entirely responsible for ensuring that all members of the group have the correct and valid documentation for travel.
9.4 For British Citizens all adults and children of 16 years and over must travel on a full valid British ten-year passport unless otherwise specified. Clients who are not British Citizens must check with the appropriate consulate for individual visa requirements. If you need to obtain a new passport you should do so in good time. This normally takes about 4 weeks by post, but this time may vary depending upon which passport office you apply to and the time of year.
9.5 Clients travelling overland to certain European destinations may need to also pass through controls of other countries enroute so this should be allowed for with any passport/visa applications. The following should also be noted with regard to passport, visa and currency requirements for clients on air tours: Clients flying to Salzburg (Austrian resorts) may need to pass through Germany by road. Clients travelling to the Italian Milky Way and Aosta Valley resorts (e.g. Claviere, Sauze D’Oulx, Cervinia) may fly to and from and travel through France by road. Clients flying to southern French resorts (e.g. Serre Chevalier, Montgenevre) may fly to and from and travel through Italy by road. Clients flying to resorts in southern Austria (e.g. Nassfeld, Muhlbach) may fly to and from and travel through Italy, Slovenia or the Czech Republic by road.
9.6 Please note that for some trips we need to request special permits, and as such we will require your passport details prior to accepting your booking. Furthermore, if you renew your passport after you have booked, you may be required to take your old passport with you to maintain the validity of the permit
9.7 We are able to advise on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements, recommendations for your destination and any costs. Where you do not do so and either are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements. Clients with existing medical problems, pregnant women and anyone who has recently visited other countries should check requirements with their general practitioner.
9.8 When assessing whether tours or expeditions will operate we use information from our local offices in conjunction with advice from the British Foreign Office and other relevant government bodies. It is your responsibility to acquaint yourself with the travel advice provided by these government bodies.
11. 11.2 This refers to a combination of information such as your name, contact details, travel preferences and special needs/disabilities/dietary requirements that you supply us or is supplied to us, including your social preferences, interests and activities and any information about other persons you represent (such as those on your booking). Your information is collected when you request information from us, contact us (and vice versa), make a booking, use our website(s)/apps, link to or from our website(s)/apps, connect with us via social media and any other engagement we or our business partners have with you. We will update your information whenever we can to keep it current, accurate and complete.
Our Use of Your Information
11.1 For the purpose of providing you with our services, including your flight, holiday, security, incident/accident management or insurance, etc., we may disclose and process your information outside the UK/EEA. In order for you to travel abroad, it may be mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your information for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate. Some countries will only permit travel if you provide your advance passenger data (for example Caricom API and US secure flight data). These requirements may differ depending on your destination and you are advised to check. Even if not mandatory, we may exercise our discretion to assist where appropriate.
11.2 We may collect and process your information for the purposes set out below and in our registration with the Office of the Information Commissioner, and disclose the same to our group companies for business purposes and also to companies and our service providers who act as “data processors” on our behalf, or to credit and fraud agencies (some of whom are located outside the UK/EEA). These purposes include administration, service, quality and improvement-related activities, customer care, product innovation and choice, business management, operation and efficiencies, re-organisation/structuring/sale of our business (or group companies), risk assessment/management, security, fraud and crime prevention/detection, monitoring, research and analysis, social media, reviews, advertising and marketing, loyalty programmes, profiling customer purchasing preferences, activities and trends, dispute resolution/litigation, credit checking and debt collection.
11.3 Information (such as health or religion) may be considered “sensitive personal data” under the Data Protection Act 1998. We collect it to provide you with our services, cater to your needs or act in your interest, and we are only prepared to accept sensitive personal data on the condition that we have your positive consent. By booking with us you also agree for your insurers, their agents and medical staff to exchange relevant information and sensitive personal data with us in circumstances where we/they need to act on your behalf or in the interest of passengers or in an emergency. If you do not agree to Our Use of Your Information above, we cannot engage/do business with you or accept your booking.
11.4 Using your information, we may from time to time contact you with or make available to you (directly or indirectly) information on offers of goods and services, brochures, new products, forthcoming events or competitions from our holiday divisions and our group companies. We will tailor the information you receive or see; this will enable us to make available to you more personalised and relevant communications. We may use innovative technologies and work with business partners to achieve this.
11.5 We will assume you agree to email when you make an e-booking or provide us with your email in other situations such as in-store, competitions, promotions, prize draws and social media.
11.6 If you do not wish to receive such information or would like to change your preference, please refer to point (2) of “Your Rights” below.
11.7 On completing our Data Subject Access Request form, you are entitled to a copy of the information we hold about you (for a £10 fee) and to correct any inaccuracies.
11.8 You have the right to ask in writing not to receive direct marketing material from us. If available, you can amend your previous preference on our website(s), use our “unsubscribe email”, opt-out of personalised emails or refer to our literature containing instructions. Once properly notified by you, we will take steps to stop using your information in this way.
11.9 For a list of relevant brands, please send us your request. Please write to TTSS Limited, Legal Department, Origin One, 108 High Street, Crawley, West Sussex, RH10 1BD. Foreign Controls Outside the European Economic Area (EEA), data protection controls may not be as strong as the legal requirements in this country.
Use of tools/"cookies" and links to other websites
11.11 To ensure that we carry out your instructions accurately, improve our service and for security and fraud, we may review, monitor and/or record:
i. Telephone calls
ii. Activities using CCTV in and around our premises;
iii. Transactions and activities at all points of contact; and
iv. Web, social media and app traffic, activities, etc. All recordings and derivative materials are and shall remain our sole property.
11.12 We have taken all reasonable steps and have in place appropriate security measures to protect your information.
11.13 Any changes to this Policy will be either posted on our website, brochure and/or made available on request.
11.14 To provide your trip and ensure that it runs smoothly, we (and your travel agent, if you use one) need to use information such as your or your client’s name and address, special needs, dietary requirements, etc. Please be informed that we must pass it to suppliers of your travel arrangements, including airlines, hotels and transport companies; we may also supply it to security or credit checking companies, and to public authorities such as customs and immigration. When you make this booking, you consent to this information being passed to the relevant people. Information held by your travel agent is subject to that company’s own data protection policy. -US Secure flight Data: The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA Web site at www.tsa.gov
12. CONDUCT OF PASSENGERS
12.1 On our holidays it is necessary that you abide by the authority of the leader, who represents the Company. If you commit any illegal act when on the holiday or if in our reasonable opinion or the reasonable opinion of the leader or another person in authority your behaviour is disruptive, threatening or abusive, causes unnecessary inconvenience or is causing or likely to cause damage to property, danger, distress or upset, disturbance or annoyance to others or puts any other traveller or our staff or agents in the UK or resort in any risk or danger, on the telephone, in writing or in person, we may terminate your travel arrangements without any liability on our part. Please be aware that you must comply with all local laws and requirements when on your trip and you are responsible for ensuring compliance.
12.2 Please note that in many countries it is illegal to consume alcohol on coaches. Tourists are advised to exercise caution and care when under the influence of alcohol and should note that if injured as a result of their intoxicated condition, their insurance may be invalid.
12.3 Drugs – ILOVETOUR operate a zero tolerance policy to all those who are found in possession of illegal drugs, any such person will be reported to the relevant authorities and their holiday terminated. This applies to substance or practices that are either illegal in the UK or the country of your destination, even if the substance or practice is not illegal in the country which it is discovered by ILOVETOUR staff. Any person found to be severely intoxicated, whether by illegal or legal drugs or alcohol, will not be permitted to travel on ILOVETOUR organised transportation, or attend any organised events or activities and no compensation will be provided. Any decision on intoxication will be made solely by the staff or representatives.
12.4 When you book with us, you accept full responsibility for any damage or loss caused by you or any member of your group. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier- even if our supplier or we are holding a cautionary damage deposit on your behalf. Damage deposits paid direct to us will be refunded within 42 days of the end of the tour. If you fail to pay or refuse to pay our supplier, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your or any member of your group's actions.
12.5 You are responsible for ensuring that the group reaches the starting point of the tour at the correct time.
12.6 We will not take any responsibility for any individuals or groups belongings whilst on coaches or in resorts. It is the responsibility of the individual to ensure their luggage is loaded onto the coaches and that valuables are kept safe at all times. We do not accept any responsibility for lost luggage.
12.7 If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your group behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property or vehicles, we are entitled, without prior notice, to terminate the arrangements of the team/group concerned or terminate the arrangements as a whole. In this situation, the group concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such team/group including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
13. Law & Jurisdiction
13.1 If you booked your holiday in any jurisdiction other than in Scotland or Northern Ireland (including any booking via the Internet), this contract, and any other claim or dispute arising from or related to this contract, will be governed by English law and the courts of England and Wales shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Scotland, this contract, and any claim or dispute arising from or related to this contract, will be governed by Scottish law and the courts of Scotland shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Northern Ireland, this Agreement, and any claim or dispute arising from or related to this contract, will be governed by Northern Irish law and the courts of Northern Ireland shall have exclusive jurisdiction over any claim arising out of it.