Booking Conditions
KEY2HOLIDAYS - TERMS AND CONDITIONS
1. Your Contract
Your contract will be with key2holidays which holds an Air Travel Organisers License (ATOL 6096) for your financial security.
When booking travel arrangements our contract with you begins when we issue your Confirmation Invoice. Once the contract is made we are responsible for providing the travel arrangements you have booked and you are responsible to us to pay for them. In parties of two or more people the person who makes the booking, by signing the booking form or otherwise contracting with us, accepts responsibility for making payments to us for all members of the party. All monies paid to a travel agent are held by them on your behalf until we issue our confirmation, thereafter monies are held on our behalf.
2. How to make a booking
By making a booking you are confirming that you understand and have accepted our booking conditions which form the basis of any contract between key2holidays and yourself. To secure a booking the company initially requires notice from you of your booking request and a credit or debit as confirmation that you wish to proceed. The booking will only be secured once both you and the company have confirmed the travel arrangements and the company is satisfied that the correct deposit/payment has been received.
Please Note: Once you have passed your credit or debit card details to us, this is acceptance that you wish to proceed with the booking. If we cannot book your original request, no monies will be taken from your card. If possible we will offer you an alternative and ask if you still wish to proceed. If we are able to book your original request and you then decide to cancel, you will be liable for any cancellation charges.
3. Payments and Deposits
A minimum of £100.00 per person or 10% of the holiday cost (which ever is greater), a non refundable deposit is required for all bookings taken more than 56 days before departure. The balance of the cost of your travel arrangements must be paid at least 56 days before departure if a scheduled flight and 80 days before departure if a charter flight and if it is not paid by that point your booking and contract with us will be cancelled and we will retain deposits made for the booking. If you make a booking within 56 days of your departure date (or 80 days for charter flight) then you must pay the full cost at the booking stage.
Package holidays and flight only fares may be based on instant purchase tickets or ticketing deadlines soon after purchase. If a booking is made on such a fare, full payment for the flight or flight inclusive element of the package will be required in accordance with these restrictions. You will be notified by a member of our reservations staff if you have booked such a fare.
4. Additional Charges
We reserve the right to change our prices at any time before you book. If we do, you will be told of the revised price applicable to your booking before you commit yourself.
Payment By Credit Card
All payments made using MasterCard, Visa or American Express will incur a 2.5% surcharge
As soon as you have paid your deposit or full payment and your holiday arrangements have been confirmed we guarantee that up until 30 days before your departure date that the price of your holiday will not be subject to any surcharges excepting for :-
(i) variations in transportation costs, including the cost of fuel
(ii) variations in dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and that within 30 days of your departure date we guarantee that the price of your holiday will not be subject to any such surcharges.
If the above price variations increase the price of your holiday by more than 10% you will be entitled to:-
i) take our offered substitute package of equivalent or superior quality if we are able to provide one
ii) take our offered substitute package of lower quality if we are able to provide one and accept a refund from us of the difference in price between the price of the package purchased and the substitute one offered
iii) cancel your holiday with a full refund of all monies paid
Fuel Surcharges: If we are advised by an airline of a fuel surcharge after you have paid a deposit, we are obliged to pass this charge on to you. If you have paid your holiday in full, there will be no charge.
Additional Taxes: If we are advised by an airline or government that there is to be an increase in airport taxes, we are obliged to pass this charge on to you, regardless if you have paid a deposit or in full.
Please Note: Payments that are made by debit or credit card must be registered to a UK address
4.1 Despatch
If tickets are lost or delayed in the post, airlines will make a charge for reissue. We therefore recommend that all tickets are sent by registered post. A charge of £5 per booking is made for this service. If clients decline this service they will then be responsible for any additional charges arising from lost or delayed tickets.
5. Changes by us or cancellation by us to your travel arrangements
It is very unlikely that we will have to make any changes to, or to cancel, your holiday. However, we do plan arrangements a long time in advance and we use the services of independent suppliers, such as hotels, airlines etc., over whom we have no direct control. If it is the case that changes need to be made, or we need to cancel your arrangements, we reserve the right to do so at any time. Most of these changes are minor, and we do not pay compensation for minor changes, but whenever possible we will advise you. Any flight timings and carriers in the brochure or on our websites are subject to change as a result of airline procedures and these details are given for guidance only. Final details will be shown on your tickets.
If a SIGNIFICANT CHANGE to your holiday occurs or becomes necessary, we will inform you as soon as possible if there is time before departure. When a SIGNIFICANT CHANGE occurs (such as a change of resort, hotel or a change of flight time of more than 12 hours) or we have to cancel your arrangements, you will have the choice of:-
i) accepting the change of arrangements
ii) taking our offered substitute package of equivalent or superior quality if we are able to provide one
iii) taking our offered substitute package of lower quality if we are able to provide one and accept a refund from us of the difference in price between the price of the package purchased and the substitute one offered
iv) cancelling your holiday with a full refund of all monies paid
We will also pay appropriate compensation for SIGNIFICANT CHANGES or cancellation of travel arrangements, unless the change to or cancellation of your arrangements occurs by reason of unusual and unforeseeable circumstances beyond our control or that of our suppliers, the consequences of which could not have been avoided even if all due care had been exercised such as war, a state of war, riot, fire, civil strife, industrial action, terrorist activity, natural or nuclear disaster, adverse weather conditions or other conditions amounting to force majeure. In these circumstances we will also not pay any resulting expenses or additional costs.
6. Changes by you to your travel arrangements
If after our confirmation has been issued you wish to change any part of your travel arrangements, we will make every effort to help you, subject to availability and the type of product suppliers (airlines, car-hire companies, hotels etc), you have chosen and their cancellation or ammendment charges. Details of which will be provided to you on request at any time including prior to booking. If you want to change any details regarding your flight reservation, airline rules mean that we may have to cancel your original flight and purchase a new one and you will be required to pay the full flight cost again. Please note for flights which are not part of a package holiday some airline rules and systems mean that it is impossible to transfer a seat to another person.
An administration charge of £100.00 per booking will be charged and you will be liable to pay the hotel, car-hire, airline or other product charges resulting from your changes.
7. Cancellation by you
All cancellations must be notified in writing (email is acceptable). To compensate for the expense of processing your booking and for the risk that we may not be able to resell your holiday, we will charge a cancellation fee on the scale shown below. The cancellation will take effect from the day we receive written confirmation from you. If you have to cancel for reasons covered by your insurance policy you should be able to recover your cancellation charges.
More than 56 days - loss of deposit
43 - 56 days - 50% or deposit if greater
0 - 42 days - 100%
Tickets are normally issued 42 days before departure (unless a published fare which is issued on the day of booking) hence the loss of 100% of your travel arrangements. Please consult your reservation adviser for more details.
Certain suppliers impose more stringent cancellation policies due to limited availability. Copies of all suppliers terms and conditions relating to your booking are available on request at any time.
We strongly recommend that you take out adequate travel insurance at the time of booking, which in most cases includes cover under certain circumstances against loss of deposit or cancellation fees.
8. The Company's Liability to you
We accept liability for matters which arise as a result of our negligence and/or breach of our contractual duty to exercise care in making arrangements for you, including any acts or omissions by our employees or agents. We also accept liability for any negligent act or omission of our suppliers who may operate elements of your holiday arrangements, including any claim involving death, personal injury or illness. However, in respect of carriage by air, sea and rail the company limits its liability to the extent of the relevant international convention. You are subjected to the terms and conditions of the carriers concerned some of which exclude or limit liability in respect of death, injury, delay and loss or damage to baggage. It is also important to note that if delays diversions or rescheduling or cancellation of your arrangements occurs by reason of unusual and unforeseeable circumstances beyond our control or that of our suppliers, the consequences of which could not have been avoided even if all due care had been exercised such as war, a state of war, riot, fire, civil strife, industrial action, terrorist activity, natural or nuclear disaster, adverse weather conditions or other conditions amounting to force majeure we will not be liable. In these circumstances we will also not pay any resulting expenses or additional costs.
Should you or any member of your party suffer illness, personal injury or death whilst overseas arising out of any activity which does not form part of the foreign inclusive holiday arrangements or excursion arranged through us, we shall, at our discretion offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of the occurrence. Where legal action is contemplated our authority must be obtained prior to commencement of proceedings and be subject to your undertaking to assign any costs recovered or any benefits received under an appropriate insurance policy to ourselves and this assignment is limited to the amount of costs actually and reasonably incurred by us in assisting you.
Our costs in respect of the above on behalf of you and your party shall not exceed £5000.00 in total. The company does not accept liability for travel documents which are not received due to failure of a third party supplier to fulfil their obligations e.g. the post office, courier etc. Copies of the terms and conditions of our suppliers and carriers and copies of relevant international conventions shall be made available on request from Key 2 Holidays Limited..
9. Claims and Complaints
If you have a complaint whilst on holiday you must tell the relevant supplier (e.g. hotel) or our agent immediately. Most problems can be solved on the spot but if after you return home you are still not satisfied you must write to our Customer Relations Department, Welby House, 96 Wilton Road, London, SW1V 1DW or email customerrelations@key2holidays.co.uk within 28 days of your return. We will then write back to you within 28 days in reciept of your complaint.
10. Brochures and Web-Sites
Every effort has been made to ensure the accuracy of descriptions and information. However, we are not always able to control all the components of the holiday arrangements and it is possible that an advertised facility may be withdrawn or changed, due to weather conditions, lack of demand or for maintenance, renovations etc.... We will advise you if we become aware of a major change. We will make all reasonable efforts to inform you of any changes at any stage in your booking prior to travel. We will advise you if we become aware of a major change eg a change of resort, hotel, or a change of flight time of more than 12 hours, and if any major changes occur after you have confirmed booking you should refer to clause 5 of these Terms and Conditions for the options available to you in these circumstances.
11. Passport/Visas
Compulsory passport and visa information and compulsory health requirements for UK passport holders for your holiday can be obtained from us. It is your responsibility to comply with the information provided and to any loss which may arise due to failure to comply. It is your responsibility to be in possession of a valid passport and any visas that are neccessary. British passport holders are advised to check with the appropriate authorities well in advance of their holiday.
12. Insurance
The customer must in all cases take out adequate travel insurance through the company or other approved insurance supplier.
13. Data Protection and Privacy
Please find below our privacy policy which shall be deemed to be incorporated into these terms and conditions. Key 2 Holidays Travel takes the privacy of its customers data very seriously. Please read the following policy to understand how we will treat your personal data after it has been collected by us through your use of one of our distribution channels. Those distribution channels will include our website, our WAP, PDA and digital TV services our Interactive Voice Recognition software and other channels as they evolve. If this policy changes then we will let you know via our homepage but we assure you that we only use your data as specified here and for our legitimate business reasons.
When do we collect data?
We can collect data on you from a variety of different sources these include.
1. When you purchase products or services from the site or via any of our other distribution channels;
2. When you become a subscriber;
3. When you speak to our customer services personnel;
4. Via explicit data capture measures, for example by entering competitions and completing surveys; and
5. Via implicit data capture measures such as studying which pages you read the most and the use of cookies.
In any of the above cases the data we collect could be personal data.
What do we do with your personal information?
When you buy anything via the site or give us any personal data as indicated above , we may need to collect information about you to process the transaction, fulfill your order and provide you with the services you expect then and in the future. This information may include, but is not limited to, details such as your name, your address, your phone number and your credit card details.
Unless we have your express consent we will only disclose personal data to third parties if this is required for the purpose of completing your transaction with us. This is of course subject to the proviso that we may disclose your data to certain permitted third parties, such as members of our own group, our own professional advisers who are bound by confidentiality codes, and when we are legally obliged to disclose your data.
By becoming a subscriber you consent to receive from us by e-mail our e-newsletter and details of other special offers which we may think may be of interest to you.
Key 2 Holidays retains and uses your personal information to provide you with the best remote commerce (including electronic and mobile commerce) experience by providing you with a personalised service and to give you details of offers which we think will be of interest to you. We may also use the information to process any transactions you undertake with us and for internal administration and analysis. For quality assurance and training reasons we record most of the calls you make to us.
We do not sell, rent or trade your personal information to third parties for marketing purposes without your express consent.
For any of the above purposes we may send your information internationally including to countries outside the EEA. Some of these jurisdictions offer differing levels of protection of personal information, not all of which may be as high as the UK.
Cookies
Cookies are small files which are sent to your browser and stored on your computer's hard disc. Whenever you visit Key 2 Holidays and unless you elect not to receive cookies, then your computer will store an identifying code in the cookie which may mean you do not need to type in your email address each time you return to the site. Other than this, we do not store your password or any other information in the cookie, or use it for any other purpose. Our third-party advertiser may place or recognise a unique cookie on your browser. You can at any time set your browser to notify you before you receive a cookie, giving you the opportunity to decide whether to accept it. You can also set your browser to turn off cookies.
Third Party Advertising
The ads appearing on this Web site are delivered to you, on our behalf, by our Web advertising partner. Information about your visit to this site, such as number of times you have viewed an ad (but not your name, address, or any other personal information), is used to serve ads.
Data
In the UK we operate and are registered in accordance with applicable data protection legislation. Please note consumers have a right of access to data held.
Consent
By disclosing your personal information to us using this website or over the telephone, you consent to the collection, storage and processing of your personal information by Key 2 Holidays in the manner set out in this Privacy Policy. Some information and e-mails sent to Key 2 Holidays may be used as testimonials but no e-mail address or contact details will be displayed.
Change/Modify Details
If you need to Modify or Change your personal details after you have made a purchase on the site please contact us as soon as possible.
Contact
If you have any questions or concerns about the information we hold about you, you can also
contact us.
14. Unreasonable Behaviour
If in the reasonable opinion of a person in authority including a pilot or captain you are not fit to travel, he or she may refuse to let you board the aircraft or train or ship. Normally this happens if such a person thinks you are likely to disturb or harm other passengers. In this case your contract with us will end immediately and we will no longer be responsible for you. In addition if your behaviour is such that an hoteliers reasonable opinion leads him or her to the view that they are unable to accommodate you you may be asked to leave the hotel. In this instance no refund for lost nights accommodation will be made and the cost of any other accommodation or travel expenses will be absolutely your responsibility. We will also hold members of your party jointly and individually liable for any damage to the property, together with legal costs incurred in pursuing the claim. We can not be held responsible for the behaviour or actions of other individuals or guests who have no connection with your holiday arrangements or ourselves.
15. Jurisdiction
This contract is made on the terms of these booking conditions which are governed by English Law and both parties shall submit to the jurisdiction of English Courts at all times unless the consumer chooses the jurisdiction of their domicile in Scotland or Northern Ireland.
16. Star Ratings
All star ratings featured on Key2holidays websites are based on our personal opinion's and not the official star ratings of the hotels.
17. Your Financial Protection
When you buy an ATOL protected air holiday package and/or flights from key2holidays you will receive a Confirmation Invoice from us confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 6096.
In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk.
All packaged holidays (flight and accommodation) sold by us will be protected by the ATOL Scheme. If booking hotel only you will not be covered by ATOL.
The price of our air holiday packages includes the amount of £1 per person as part of the ATOL Protection contribution (APC) we pay to the CAA. This charge is included in our advertised prices.
18. Health and Safety
Key2holidays operates to many parts of the world, some of which do not conform to British health and safety standards. We request that all hotels comply with the local regulations applicable in their country for health and safety but we cannot guarantee that these meet British standards and therefore urge that you undertake reasonable precautions to protect yourself whilst on holiday.
19. Check In and Check Out
Please be advised that standard hotel check in time is 14.00 and standard hotel check out time is 12.00 midday. If your arrival time into resort is early morning, we advise you to book the night before if you wish to guarantee that you can check in immediately.
