Customer Information

These booking conditions govern all bookings with Trayvale Limited whose registered office is at 36 Eastcastle Street, London, W1W8DP. How the booking conditions apply to you vary depending on whether you have booked a `package` or `other travel arrangements`. A package is a combination of at least two of the following a) transport b) accommodation c) another tourist service which forms a significant part of your booking, providing those two or more components are sold to you at the same time at an inclusive price with full payment being made to Trayvale Limited. Anything else (e.g. air tickets only, air tickets and accommodation booked at different times, cruises and packages arranged by a third party tour operator where we act as their agents) constitutes other travel arrangements. If you book a package your contract is with Trayvale Travel. A contract arises between us once you have completed and signed our booking form or confirm you have read and understood the booking conditions shown on our websites, or made the appropriate payment to us and we have issued our confirmation invoice. If you book other travel arrangements, Trayvale Travel acts as a booking agent and your contract is with the supplier(s) (e.g. the airline or hotel supplier or cruise or tour operator) concerned. The booking conditions of that other company will also apply to you. You will see that certain of the terms and conditions below only apply if you have booked a package. All contracts with Trayvale Travel and all matters arising from them are subject to English law and to the jurisdiction of the courts of England and Wales. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. The person who makes the booking, who must be aged 18 or over, accepts these conditions on behalf of all members of the party and is responsible for all payment due from the party.

At the time of booking you must pay a deposit, the amount of which varies from £100 per person up to the total holiday cost, depending on the type of booking, and pay any balance of the cost of the holiday no later than 6 weeks before departure. If you book inside 6 weeks of departure full payment is required at time of booking. If you do not make the required payments your booking will be cancelled. If you have paid a deposit and fail to pay the balance on time you will lose your deposit.

All bookings are subject to a booking fee of 1%.

Travel documents will be issued electronically once we have received full payment.

If after booking you wish to change your travel arrangements, we will do our best to meet your new requirements. You will need to confirm your instructions in writing and pay an amendment fee of £35 per booking. Also you must pay any costs we incur in making the amendment, including any charges that may be levied by suppliers (e.g. airlines, hotels). Please note that some travel arrangements (e.g. Apex tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

You may cancel your booking at any time providing that the cancellation is made by the person making the booking and is communicated to us in writing. As we incur costs when you cancel, we will retain your deposit and additional cancellation charges may apply. If the reason for cancellation is covered under the terms of an insurance policy you may be able to reclaim these charges. Packages Period before departure within which notice of cancellation is received by us Cancellation charge More than 56 days Deposit only Between 28 and 56 days 60% of total holiday cost or full cost of deposit whichever is the higher Between 27 and 7 days 90% of total holiday cost Less than seven days 100% of total holiday cost Other travel arrangements Most discounted airline tickets carry a 100% cancellation charge. Please check at time of booking for the charges which apply to your ticket. Air tickets that do have a refund value should be returned by you to Trayvale Travel and we will pass them to the airline. When Trayvale Travel receives a refund it will be paid to you. This usually takes 8-12 weeks but in some cases (e.g. lost tickets) may take considerably longer. Please ensure that any tickets returned to the company are sent by registered post.

Packages We reserve the right to cancel your holiday in certain circumstances. For example, if the minimum number of clients required for a particular holiday is not reached, we may have to cancel it. However we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you have the choice of purchasing another arrangement from us, if available, with the price difference payable/refundable as appropriate, or of receiving a full refund of all monies paid to us (except insurance premium). In addition, unless the cancellation has been caused by "force majeure". Other travel arrangements In the unlikely event that a booking has to be cancelled, for any reason other than non-payment by you, we will offer you alternative travel arrangements if these are available. Or, you can have a full and prompt refund of all monies paid to Trayvale Travel less any insurance premiums and amendment fees. No compensation is payable.

All of our travel arrangements and fares are subject to availability. Once a confirmation invoice has been issued the price shown on that invoice may only vary as outlined below or if you amend your booking. Packages The price of your travel arrangements can be varied due to changes in transportation costs (e.g. airfares and cost of fuel), changes in dues and taxes (including VAT) or fees payable for services (e.g. landing taxes or embarkation/disembarkation fees at ports and airports) or to reflect fluctuations in exchange rates. In the case of any small variation an amount equivalent to 2% of the invoice price (excluding insurance premiums and amendment charges) will be absorbed or retained. For larger variations this 2% will still be absorbed for increases but not retained from refunds. In either case there will be an administration cost of £1.00 per person, together with an amount to cover travel agents` commission (if applicable). If this means that you have to pay an increase of more than 10% of the invoice price you will be entitled to cancel the booking and receive a full refund of all monies paid (excluding amendment charges). We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. If you decide to cancel in these circumstances you must do so within 14 days of the issue date on the surcharge invoice. Other travel arrangements For air tickets, after we have received full payment in cleared funds we will not increase the price. For all other situations, we reserve the right to pass on any cost increase levied by the suppliers.

It is your responsibility to make sure you have all the travel documents you need, such as passports, visas or inoculation certificates. If you do not have the right documentation you could be denied from boarding the plane – and you may not be entitled to a refund or travel on a future flight. If you do not manage to board the plane, you may be refused entry into the country when you arrive at your destination and could be flown straight back. If so, you may not be entitled to a refund from the airline. Some countries also specify that you have a minimum period left to run on your passport. It is also recommended that you check with your GP concerning the latest medical update for the country that you are visiting.

We reserve the right to change the description of any flight and/or ground service before you book, in which case you will be told before a confirmation invoice is issued. Packages It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date. If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the amendment as notified, purchasing another holiday from us with the price difference payable/refundable as appropriate, or cancelling the arrangement(s) and receiving a full refund of all monies paid. Force majeure This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather condition. Other travel arrangements Trayvale Travel is obliged and will endeavor to notify all changes before departure if it is possible to do so. We will endeavor to find you a suitable alternative if appropriate.

Packages If a problem occurs, whilst you are abroad, you must inform the relevant supplier (e.g. hotel, tour operator, car rental company, airline) immediately so that the matter can be put right. If the supplier cannot resolve the problem to your satisfaction, at the time, you must also contact us immediately by telephoning on 0207 580 2928 so that we are given the opportunity to help. In the event that a complaint cannot be resolved at the time, you must write to us within 28 days of your return, quoting your original booking reference and giving all relevant information. Failure to take these steps will hinder our ability to resolve the problem and/or investigate it fully and in consequence, any right to compensation you may have may be extinguished or reduced.

Please ensure that you are aware of all passport, visa and health requirements and that you allow adequate time to obtain them. You must check applicable requirements with the relevant Embassy, Consulate or Passport Agency. Please note that many countries require that your passport is valid for six months beyond the period of your stay. Requirements can change and it is your responsibility to ensure that you comply with applicable passport, visa and health requirements and take all necessary documents with you to gain access to any country or region to which you make travel arrangements or transit through. Trayvale Travel cannot accept any responsibility for customers who do not possess the correct documents and if you fail to do so, you will be solely responsible for any cost, loss or damage that you incur as a result of your failure. Helpful information can be found on the websites www.fco.gov.uk/travel.

If you are likely to have any needs or medical conditions for which you think an airline or hotel might have to make special arrangements we ask you to inform your travel agent so that we can make the necessary suppliers aware.

Please note that, as between you and any of the suppliers whose services form part of your booking, the suppliers` standard terms and conditions will apply. The suppliers` standard conditions may limit or exclude liability, often in accordance with international conventions. Copies of these conditions may be requested in writing.

Please note that a flight described as "direct" will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. Trayvale Travel will advise if there is any change to a departure/ arrival time previously given to you or shown on your ticket but you are also strongly advised to reconfirm your flights, including departure times, with the airline, 72 hours prior to departure. We are unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.

Before the day of travel make sure you know the latest check in time for the flight. We recommend 1½ hours for domestic flights (within the UK) 2 hours for European flights and 3 hours for international. Remember that the check-in time is the latest time for getting to the check-in desk, not for joining the back of the queue. If you miss the check-in deadline your place on the plane may go to someone on the waiting list and you will have no claim against the airline. You may have requested a particular seat, but the airline does not guarantee that you will get it, the earlier you check-in, the more likely you are to get the seat you want. You will usually be asked some questions about your luggage. These are security checks and you should answer the questions carefully. When you check in your luggage you should be given a receipt for each bag. The receipts are usually sticky labels that the check-in staff sticks to your ticket folder. Keep them safe. You will need them if your bag goes missing and you need to make a claim against the airline.

Airline schedules are subject to change without notice. It is therefore imperative that you check your flight timings with the airline when reconfirming your reservations. Flights should be reconfirmed with the applicable airline at least 72 hours before each onward flight. Failure to reconfirm your onward flights could result in your reservations being cancelled by the airline. Any cost arising from not reconfirming flights will be at your own expense. We also recommend that you recheck your first departure flight timings in case of last minute alterations. NB: Some airlines will advise that reconfirmation is not necessary however we strongly advise that you recheck the timings of your flight as schedule changes can occur at any time

If you have special dietary requirements please make your travel agent aware prior to departure. We can request special meals with the airline (vegetarian, diabetic etc) and alert them to any allergies you may have but we must advise that this is on a request basis and cannot be guaranteed.

Trayvale Travel Limited holds ATOL number 3373, issued by the Civil Aviation Authority. Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme but ATOL protection does not apply to all holiday and travel services on this website. For example where a confirmed airline ticket is issued immediately to the consumer in exchange for payment then this would constitute an ?Airline Ticket Agent? sale and therefore not be covered by our ATOL as you already hold a valid travel document. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions or for more information about financial protection and the ATOL Certificate go to: http://www.atol.org.uk/ATOLCertificate If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

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