Please read the full terms below and the Important Information on our website for other important rights and obligations.
YOUR PACKAGE HOLIDAY BOOKING IS WITH USAIRTOUS HOLIDAYS (UK) LTD
1. Our details
We have various trading divisions, namely USAirtours, Travelplanners, Tailor Made Cruise Holidays and Orlando Villa Holidays, all located at 2 Loughton Business Centre, Langston Road, Loughton, Essex IG10 3SJ and can be reached by calling 020 8418 8200
2. Your holiday booking
A booking will exist as soon as we issue our confirmation invoice. This booking is made on the terms of these booking conditions. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions.
3. Paying for Your Holiday
When you make your booking you must pay a minimum deposit of £150 per person unless you a booking a Special Offer when up to the full balance may be required immediately. The balance of the price of your travel arrangements must be paid at least ten weeks before your departure date unless it also includes a cruise when the balance must be paid twenty weeks before departure. Occasionally an airline will impose a requirement after booking that obligates us to issue air tickets early and specifically in those circumstances you will be required to pay your outstanding balance within three working days of our written notification. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements and shall retain all monies paid to us.
4. If You Cancel Your Holiday
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances that result in your outbound departure time being delayed by a minimum of twelve hours. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.
5. If You Change Your Booking
If, after our confirmation invoice 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 depending on the commercial terms with our suppliers. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge of £50 per person 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. Note: Certain travel arrangements 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.
6. If we cancel your booking
We reserve the right to cancel your booking but will not do less than ten weeks before your departure date except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance by the balance due date. Unavoidable and extraordinary circumstances means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one and we will refund any price difference if the alternative is of a lower value. In the event a refund is paid to you, we will:
1. provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy
2. pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).
Period before departure in Amount you will
which we notify you receive from us
More than 70 days £20
More than 56 days £30
More than 42 days £40
Less than 42 days £50
This does not exclude you from claiming more if you are entitled to do so.
7. If we change your booking
(a) Changes to the price
We can change your holiday price after you’ve booked, only in certain circumstances:
Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 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. If this results in an increase equivalent to more than 8% 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 (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel you must do so within the time period shown on your final invoice. Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. 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.
(b) Changes other than the price
It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is minor, we will ensure that you are notified about it. Examples of minor changes include alteration of your outward flight from the UK by less than 12 hours, changes to aircraft type, flight routing (including from non-stop to an indirect), itinerary, changes to pre-booked specific airline seats, change of departure airport from to London Heathrow, Gatwick and Stansted or an overseas airport located no more than 90 miles or 90 minutes from the original, change of accommodation to another of the same or higher standard within 30 miles or 30 minutes of the original or changes of carriers. If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below.
• We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.
• If you choose to accept a refund:
1. we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
2. we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure Amount you will
in which we notify you receive from us
More than 70 days £20
More than 56 days £30
More than 42 days £40
Less than 42 days £50
8. Our Liability to You
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three 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 travel services that make up your package. These terms are incorporated into this booking; 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 and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions.
You can ask for copies of the travel service contractual terms, or the international conventions, from us. Under EU law (Regulation 261/2004) 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 will be publicised at EU airports and available from airlines. However reimbursement in such cases 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 booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
NB this entire clause 8 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
9. Protecting your money
2. We also provide full financial protection for our package holidays that do not include a flight by way of a bond held by ABTA – The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk
We are a Member of ABTA, membership number Y1468. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
If you have a complaint about any of the services included in your holiday, you must call us immediately and specifically on this 24 hour helpline phone number 011 44 20 3472 2101 and we will endeavour to put things right as soon as possible. If you fail to follow the requirement to report your complaint to us immediately we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. If it is not resolved locally, please follow this up within 28 days of your return home. We operate an approved Customer Service Charter to ensure that all complaints are dealt with promptly and to the required standard. As your contract is with USAirtours and we are responsible for ensuring that the holiday provided meets the required standard, we do require that a member of the travelling party personally complete our online form by visiting www.usairtours.co.uk/customer-relations. As soon as we have received your form we will acknowledge it and this will begin our complaint response procedure. We may subsequently need to speak you to help complete our investigation and if required, discuss appropriate compensation directly with you. You may require assistance from your travel agent to help you complete our online form and we will keep your agent updated. In the event you are not fully satisfied with the outcome, you have the option of escalating to ABTA – please clause 10 above. We will also keep your travel agent updated
12. Additional assistance
If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
13. Passport, Visa and Immigration Requirements
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.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
15. Travel Agents
All monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
16. Law and jurisdiction
This booking is 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 live there and wish to do so.
17. Telephone Call Recording
Our telephone calls are randomly recorded for training purposes and may be used where available for dispute resolution purposes.
18. Booking Conditions
These bookings conditions are valid for all new bookings made on or after 1st July 2018 and replace any previous conditions. As we reserve the right to amend these conditions at any time without notice please be sure to check the latest version by visiting www.usairtours.co.uk/booking-conditions before you book with us.
Where we, or the airline booked on your behalf are unable to operate the flight or arrange other services as a result of the United Kingdom’s decision to leave the European Union (including the loss or restriction of air traffic or transit rights or the right of airline(s) to enter any airspace), the limit of our liability to refund you as these would be circumstances beyond our control, is the cost of the travel arrangements paid to us. We are unable to accept any responsibility for any further consequential losses.