ABTA Retail Terms of Business
These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal (tour operator / airline / cruise company or other supplier) named on your receipt. For most bookings we act as agent for the principal but we act as your agent when making a booking with most no frills airlines and some hotels. Details will be given at the time of booking. As agent we accept no responsibility for the acts or omissions of the principal or for the services provided by the principal. The principal’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
The following conditions apply where we are working as a retailer of holidays on behalf of another operator/cruise line. In this instance we are merely the agent of the principal and will make it clear that the booking conditions of the individual operator will apply.
Before we confirm a booking to a principal we will read all details of the holiday chosen back to you. All names, titles and initials of those traveling should be correctly given at this time. All names given MUST be spelt exactly as they appear in the passport, and clients are advised to check that the names are not given or “nicknames”, as changes cannot be made at a later date without extra charges being incurred. Once you have confirmed these details we will proceed to confirm the booking with the principal. Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed to the principal and to the relevant suppliers of your travel arrangements. This information may also be provided to public authorities such as customs or immigrations if required
by them, or as required by law.
If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. We will only pass your information on to persons responsible for your travel arrangements. This applies to any sensitive information that you might give us such as details of any disabilities or dietary or religious requirements. (If you do not allow us to do this, we will be unable to process your booking, and in making the booking you provide your consent to for this information to be passed on to the relevant persons). Full
details of our data protection policy are available on request or can be viewed at www.cruisegp.com
PAYMENT AND DELIVERY OF TICKETS
We require full payment unless we advise you that the offer you have booked permits us to take a deposit with the balance due at a later date. In this instance we will advise you of the deposit required and the balance due date including any additional booking fees and payment surcharges mentioned below. Please note – If the deposit/and or the balance is not paid in time we will inform the principal who may cancel your booking charging the cancellation fees detailed in their Terms and Conditions and you must also pay us our cancellation charges detailed below.
Payment can be accepted by the following methods (Rates revision as of 06 Jan 2014):
Visa Debit and Switch Cards (this is our preferred method of payment)
Serviced Debit or Premium Credit cards. Please note that some serviced debit cards, sometimes called “Black” or “Gold” or credit cards with the suffix “Premium”, which provide additional services or insurance protection will incur a 2.25% surcharge. Our staff are happy to confirm if this charge applies in the case of your card.
Personal Visa and MasterCard (Payments subject to a 2% surcharge) Corporate Visa and MasterCard (Payments subject to a 2.25% surcharge).
Cheque – Please allow 7 days for clearance, making cheques payable to “Ponders Travel” Bank transfer – Details available from your consultant.
We can only accept a credit card from one of the passengers stated on the booking. The ticket delivery address must match the credit card billing address.
For holiday arrangements where we act as the booking agent for the operator, we will forward on their confirmation invoice to you. Travel documents will be sent to you approximately 10 days or more prior to departure, unless you have made a late booking. At peak times however, this may not be the case and we will then use appropriate mail services to get tickets to you prior to departure. No tickets will be sent out unless final payment has been received and cleared. Travel documents, unless collected from our offices, will be sent by normal Royal Mail services. Should you require the added security and speed of Special Delivery or courier services, this can be arranged providing any costs are covered by you. You should be aware that travel documents entrusted to Royal Mail services are done so at your own risk. Global Professionals cannot accept responsibility for items lost or delayed in the post, except where loss is as a result of our negligence. Please contact us if you do not receive your documentation within two working days of your departure.
Certain bookings will be subject to a Booking Fee. We will advise you at the time of booking if this applies and it will be reflected in the price you pay for your travel arrangements. Late bookings made within 15 days prior to departure will incur a late booking fee. The operator may levy their own late booking charges which will also be communicated at the time of booking. In order to take advantage of special fares, operators may be required to issue tickets well before travel. Cancellation charges of 100% of the flight cost will be levied if you have to cancel or make any changes after tickets have been issued (for changes the full price of the flight will have to be paid again even if the same flight is used). This also applies to discounted business class fares.
Should you require any clarification of these Terms and Conditions, please ask a Global Professionals / Ponders Travel consultant at the time of making your booking. These terms and conditions do not affect your statutory rights as a consumer.
The air holidays offered are ATOL Protected by the Civil Aviation Authority. We act on behalf of ATOL holders & other principals in connection with the sale of travel products. Bookings made through ourselves on this basis are placed with ATOL holders or other principals concerned. We will of course endeavour to ensure that all our clients receive full satisfaction. It should however be understood that we are only the retail agents for the bonded operator and have no contractual liability to the client and accept no responsibility for the acts or omissions of the principal or for the services provided by them. The terms and conditions of the operator can be found in the brochure of the tour operator that we have booked your holiday with; the relevant ATOL number is available where shown. ATOL Protection extends primarily to customers who book and pay in the United Kingdom. Please click on the ATOL symbol on the www.cruisegp.com or www.ponderstravel.co.uk homepage or go to www.atol.org
PASSPORTS HEALTH AND VISAS
General information concerning passport, visa and health requirements applicable to UK & EU Citizens is set out in the brochures of the operators concerned. However, such requirements are subject to change and you must check current requirements before departure. If you are in any doubt you must check before booking. All clients must be in possession of a full 10-year passport at least 180 days remaining after your intended return. Please note that for air travel within
the British Isles photographic identification is now required.
Please ensure that you ask your doctor for any medical advice applicable to the countries you will visit. It is your responsibility to check if you require any vaccinations at least six weeks before you travel. Make sure that any medication you need to take regularly is legal in the country you are traveling to and we advise you to pack any
prescription medication in your hand luggage taking the prescription with you. If you are traveling within the EU, you are also advised to obtain an EHIC card ( formerly E111) from the Post Office and follow the instructions contained therein as this card allows the holder to obtain reduced cost or free emergency care.
IMPORTANT – USA HOLIDAYS. For information you do not normally require a visa to travel to the USA if:
1. You are staying in the country for less than 90 days.
2. You have a full 10-year British machine-readable Passport with at least 180 days remaining after your intended return. N.B The passport requirement now includes all children, who may no longer travel on their parent’s passport. If your passport was issued in at a non UK consulate it may not be machine readable. Please check this immediately with us if you feel this might apply to you.
3. You are a British Citizen.
4. You have not been refused a visa before, or admission to the USA, been deported or overstayed on a previous visit.
5. You are traveling on a major airline.
6. You are not planning to work in the USA.
7. You are traveling on a return air ticket.
8. You have no criminal record.
9. You have no communicable disease such as AIDS, HIV or tuberculosis, drug or alcohol addiction, or a mental illness that may render you a danger to others.
If you require any additional assistance please do not hesitate to contact us for advice. (Correct as at 06 Jan 2014) NOTE HOWEVER THAT THIS INFORMATION CAN CHANGE RAPIDLY, and PROVISION OF VISAS IS YOUR RESPONSIBILITY.
All passengers travelling to or via the US are required to obtain an electronic travel authority IN ADVANCE OF TRAVEL. This can be obtained online by visiting https://esta.cbp.dhs.gov. This costs $14 per person for the provision of this.
Know before you Go. Clients are strongly advised to use the resources of the Foreign and Commonwealth Office prior to travel. Official FCO advice notices for over 200 countries are available via www.fco.gov.uk/travel. Travel Advice is also available by phoning 020 7008 1500.
It is your responsibility to obtain all documents required for your holiday, to ensure that these are in proper order and to take them with you. Clients are ultimately responsible for arranging, and must be in possession of, a valid passport and any visas and vaccination certificates required for the duration of their holiday. Information about these matters or related items (climate, clothing, baggage etc) is given in good faith but without responsibility on the part of the
Company. Global Professionals / Ponders Travel will not be liable if you fail to do so and you will be responsible for meeting any additional costs incurred by reason of such failure.
You are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your holiday. Global Professionals / Ponders Travel cannot accept responsibility for clients missing flights as a result of late check-ins and no credit or refunds will be given if you fail to take up any component of your holiday.
No creditor refunds will be given for lost, mislaid or destroyed travel documents.
It is a condition of booking with almost every tour operator that you have adequate insurance cover in place. Such insurance will ensure that you are properly covered against unexpected cancellation charges, medical costs that might be incurred while you are away, loss of money, or belongings, or personal liability claims. Please note that the cover offered by most credit card companies is rarely adequate for package holiday or holiday flight bookings. Should you book insurance through us, correct ages are required for insurance cover as incorrect ages provided may impair cover. Clients are covered from the date that the insurance premium is fully paid (normally at time of booking).
At the time of effecting insurance purchased through Global Professionals / Ponders Travel you must confirm: (a) That you are not aware of any reason why the holiday should be cancelled or curtailed;
(b) That no person to be covered by the insurance policy is receiving or awaiting treatment as a hospital in-
(c) That no person is traveling against the advice of their doctor or for the purpose of obtaining medical treatment or where a terminal prognosis has been given;
(d) That if you or any other member of your party has received treatment as a hospital in-patient during the six months prior to booking you/they have obtained medical opinion as to the advisability of taking the holiday;
(e) That you will advise the company if any of the above arise after taking this insurance.
You are not bound to accept our own insurance cover or that of the operator, however you must satisfy yourself that your cover at least matches that provided by ourselves or the operator. We would be pleased to arrange cover at the time of booking, though you are free to make your own arrangements. In this instance we will send you an insurance indemnity form to sign on behalf of your party in this regard.
CANCELLATIONS AND AMENDMENTS
Cancellation must be made in writing by the lead passenger and sent to Ponders Travel, 9 Cox’s End, Over, Cambridgeshire CB24 5TY. Cancellations will only take effect when we have received this from you, verbal instructions will not suffice. In addition to the operator’s cancellation charges as detailed in their brochure, the following will be levied by us; £40.00 per person and / or loss of booking fee. In the case of 100% cancellation charges no additional charge save booking fee will be levied by Global Professionals / Ponders Travel. Should a holiday be cancelled after full payment has been made, any discounts offered by us must be repaid and claimed back from your insurance company. Note that if some, but not all party member cancel, additional charges may be payable by the remaining members (as a result of under occupancy charges or reduction of discount to be offered as a result of the drop in passenger numbers for instance) We will advise you of this before actioning the cancellation.
IF YOU CHANGE YOUR BOOKING
You may make a change to a confirmed booking, including a name change, up to the date of departure. Wherever possible we will assist you in your request, but advise that any changes will be subject to availability and will be subject to amendment fees by the operator. Note that in respect to scheduled airline tickets, amendments may well amount to
100% as special promotional fares may be used to construct the package which forbid any changes. For any such change, an administration fee of £40.00 per person named on the booking form together with any additional charges levied by the relevant suppliers will be incurred. We will inform you of the total cost before proceeding with the amendment.
Any dissatisfaction regarding your travel or holiday arrangements must be reported to the principal or their local
supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If the matter cannot be resolved and it involves us or another ABTA member then it
can be referred to the arbitration scheme arranged by ABTA www.abta.com
In certain circumstances we apply a service charge for the services we provide.
Cancellation or amendment Principal’s charge + £40 per person
Special requests after booking has been confirmed Principal’s charge + £10 per person (min £20 per booking) Personal credit card charge 2.00%
Corporate credit card charge 2.25% – we reserve the right to levy this plus the £25 service charge detailed below if it transpires that a card is indeed corporate when given as personal at time of transaction
Late booking administration charge ( for bookings taken which travel within 14 days of departure ) £15-£30pp
Collection of surcharges/ additional taxes Principal’s charge +£10
Arranging Passports and Visas Passport/Visa fee + £10
Prebooking airline seats after confirmed booking Principal’s charge + £10
Tickets despatched by courier Cost of courier + £5
Tickets despatched by insured delivery £10
Bounced cheque / commercial card surcharge £25.00
International telephone calls and fax fees £5.00 plus cost of call