Terms & Conditions & Important Information

A. Introduction

The use of this website means that you agree with the following terms and conditions. Please read them carefully and if you do not agree with any of the points below, do not use this website.

This is the agreement which governs the purchase by you (the customer) of the services and products We provide. We are Travelcare part of The Co-operative Travel (“We”, “Us”, “Our” and “The Co-operative Travel”) Apollo Travel Direct operate the fulfillment of the Travelcare website. Apollo Travel Direct is a trading name of Apollo Travel Limited. Registered office: New Century House, Corporation Street Manchester M60 4ES. We are members of the Association of British Travel Agents (ABTA) ABTA No. C7593 and hold an Air Travel Organiser’s Licence (ATOL) ATOL No. 5522. Registered in England and Wales Number 1980700. VAT number 403 3146 04. Part of Co-operative Group Limited. The following terms and conditions show your and Our commitments as part of your booking. References to “Conditions” means these terms and conditions. Except where otherwise stated, “you” and “your” means all persons named on a booking including anyone who is added or substituted at a later stage.

B. Ownership, Copyright, Trademark and Use of this Website

1. Travelcare owns this website and as part of the website owns / licenses the copyright and other related rights in all the wallpaper, icons, characters, artwork, images, graphics, music, text, software, and other content on this site ("Content"), and all HTML, CGI, and other code and scripts in any format used to implement this site ("Code").

2. This website is to assist you in assessing and booking your travel requirements. You may not copy, modify, upload, download, transmit, publish or otherwise distribute any code or content from this site except as expressly permitted by these Conditions and the instructions for each section of this site.

3. You may not use the content or code you get from this site for any purpose other than those permitted, and doing so will violate Our copyright and other proprietary rights.

4. If any part of this site permits you to download the content for that section the above restrictions apply. The only exception being that you may download one copy of the content on any single computer for your personal, non-commercial use only, but you must not remove or modify any of the copyright, trademark and other proprietary notices.

5. We retain all rights to any content you download, and only grant you a limited leave to use them in the way described above. Once you have downloaded any software, you may not redistribute, sell, decompile, disassemble or otherwise reverse engineer it.

6. In no event will We be liable for any direct, indirect, special, incidental or consequential loss or damage of whatsoever kind arising out of access to, or use of this site including loss of profits and cost of procurement of substitute products arising out of your use or inability to use any content or failure to access.

7. Nothing on this website constitutes an offer on our part. The matters detailed constitute an invitation to you to make an offer to us on the stated terms to purchase arrangements we feature (whether as agent or principal). We or the service provider(s) concerned may accept or decline any such offer. All arrangements featured or referred to are at all times prior to specific confirmation, subject to availability and no warranties, promises or representations are given as to availability.

8. As a condition of your use of this website, you warrant to Us that you will not use it or any material or information on it for any purpose that is unlawful or prohibited by these Conditions. You warrant that you are at least 18 years old and have the legal authority to use this website in accordance with these Conditions. You agree to be financially responsible for all charges, fees and other sums of whatever nature which arise out of your use of this website.

9. We are an English registered Company. Our business and the services We offer are governed exclusively by the applicable laws of England and Wales except where otherwise stated in these Conditions. No warranties and/or representations of any kind, express or implied, are given as to the compliance of the information shown on this website, the services offered by Us (whether as agent or principal), any information relating to such services and/or our business in any respect with any laws of any other country. Such laws do not, in any event, affect or apply to the same.

10. Access to this website is conditional on your agreement that all information contained in it and all matters which arise between you and Us (whether We are acting as agent or principal) will be governed by English law. Access is further conditional on your agreement that any dispute or matter which arises between you and Us (whether We are acting as agent or principal) will be dealt with as set out in these Conditions.

11. You must not link (including deep linking) to our website without our prior written agreement.

12. We accept responsibility for any holiday or travel arrangements booked with Us as principal in accordance with these Conditions. We cannot, however, accept any other liability whatsoever.

13. Except as set out in clause B. 12 of these Conditions above, no warranties, promises and/or representations of any kind, express or implied, are given as to the accuracy or completeness of any of the material or information contained on this website or as to the nature, standard, suitability or otherwise of any services offered by Us or on Our behalf. We shall not be liable for any loss or damage or other sum or claim of any nature whatsoever (direct, indirect, consequential or other) which arises, directly or indirectly, in connection with this website including, for the avoidance of doubt and not by way of limitation, any use of any information or material contained in this website or any inability to access or use (or delay in doing so) this website.

14. All exclusions of liability apply only to the extent permitted by law and where consistent with clause B. 12 of these Conditions.

15. If any exclusion(s) or limitation(s) contained in these Conditions is found, in whole or part, to be unlawful, void or for any other reason unenforceable for any purpose(s), that exclusion(s) or limitation(s) or the part(s) in question shall be deemed severable and omitted from these Conditions for that purpose / those purposes. Such omission shall not affect the validity, effectiveness or enforceability of the other provisions of these Conditions.

16. Without prejudice to the foregoing provisions, we are entitled to the benefit of any applicable exclusions and/or limitations of liability permitted by the laws of any country found to be applicable to the information shown on this web site and/or any services offered by us or on our behalf.

17. The information contained on this website may contain technical inaccuracies and typographical and other errors. The information on these pages may be updated from time to time and may at times be out of date. We have the right to change the prices of the holiday and travel arrangements featured or mentioned on this website at any time without prior notice. If any price is obviously incorrect, we will not be bound by it. We accept no responsibility for keeping the information on these pages up to date or liability for failure to do so. You must ensure you check all details of the chosen holiday or travel arrangements (including the price) with us by telephone or other approved means at the time of booking.

18. This website may contain links to other websites. Except where they belong to us, such other websites are not under our control or maintained by us. We are not responsible for the content of such websites. We provide these links for your convenience only but do not monitor or endorse the material on them. We cannot accept any liability whatsoever and howsoever arising in relation to any such other websites (including, for the avoidance of doubt and not by way of limitation, any inability to access or delay in accessing any such other website) or in relation to any material or information appearing on them or which you may otherwise come across after leaving our site by way of a hypertext link or any other means.

19. We make no warranty that this website (or any websites that are linked to this website) is free from technical errors, computer viruses or any other malicious or impairing computer programs. It is your responsibility to ensure you carry out sufficient checks (including virus checks) to satisfy your particular requirements.

20. We may alter these Conditions at any time. If we do so, all subsequent use of Our website will be governed by the newer version. You must check these Conditions regularly.

C. Your Contractual Relationship

Please take the time to read this section, it is important for both of us that you understand our contractual relationship. Dependent upon the services or products we have sold to you we act as Principal (where you have a contract directly with Us) or Agent (where your contract is with a third party service provider) or Ticket Provider (where your contract for your scheduled flight is with the no frills /low cost airline as dealt with below). The nature of this relationship affects our obligations to you and yours to us.

We act as agent

1. When you book a package holiday with a tour operator such as Thomson, Thomas Cook etc or any product(s) or service(s) where we are not acting as principal (see “We act as principal” below), We act as a disclosed agent for the third party service provider(s), such as the relevant tour operator, airline, hotel, car-hire company, insurance company etc who is responsible for arranging or providing services to you, (“service provider”). As agent We are not liable for any service not provided by Us or for any act or omission of any service provider or any of its employees, agents, suppliers or subcontractors. When We confirm your booking, a binding contract will be formed between you and that service provider, and their terms and conditions will apply.

However, We may be liable to you if we have been negligent, misrepresented important information or we have been in breach of any other relevant law. Our total liability in all cases (other than for death or personal injury) where we are found liable to you on any basis whatsoever is limited to the cost of the service(s) or product(s) concerned. We will not responsible for any business losses or for any losses that were not directly caused by Us failing to meet Our responsibilities and/or which were not foreseeable by Us at the time you made your booking. We do not exclude or limit our liability for death or personal injury caused by the negligence of ourselves or our employees.

Where you purchase a flight inclusive package or a flight which does not form part of a package, in either case where we are acting only as agent, the holiday or flight will be ATOL Protected by the Civil Aviation Authority. We act as agent for the licensed tour operator or flight provider (other than the airline). Their ATOL number will be displayed on your invoice and certain advertising material such as any brochure they may produce. ATOL Protection extends primarily to customers who book and pay in the UK. For further information, visit the ATOL website at www.atol.org.uk

We act as principal

2. You may create your own “package” holiday. A “package” means “the pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: -

1) Transport;

2) Accommodation;

3) Other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package,” Where we arrange and sell to you a package as set out above, we will do so as organiser. This means that a contract for the package will exist between you and Us when we confirm your booking We are responsible for providing the travel arrangements you have booked in accordance with these Conditions and you are responsible to us for paying for them.

Your contract will be governed by English law and any disputes, claim or other matter of any description will be dealt with in the courts of England and Wales unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).

This does not affect your statutory rights as a consumer.

Please note that “an inclusive price” in the above definition of a “package” is one where you only have one price shown for the component parts of the “package” in advertising and the cost is not broken-down by individual components or services. Where you make one payment for several components at the same time, but the price for each is displayed on the invoice, you are simply paying Us for the different services that We have booked for you as agents only as set out above.

Where you book a flight inclusive package with us, this will be ATOL Protected by the Civil Aviation Authority. Our ATOL number is 5522. ATOL Protection extends primarily to customers who book and pay in the UK. For further information, visit the ATOL website at www.atol.org.uk

3. You may book a flight, which is not part of a “package”, which is sold under the cover of our ATOL (No 5522) and which is therefore ATOL Protected by the Civil Aviation as set out above. This will be the case unless (1) We tell you at the time of booking that we are acting as the agent of another ATOL holder (this will also be confirmed on your invoice along with the name and ATOL No of the ATOL holder who is providing your flight) or (2) you purchase a scheduled flight with a no frills /low cost airline and We provide you with a ticket or other document which will enable you to travel on that flight in return for your payment as set out under “We act as Ticket Provider” below.

If you book a flight which is covered by our ATOL, your contract for the flight will be with Us to ensure you are protected by CAA ATOL Regulations. Our only obligations under that contract (other than those which are expressly set out in these Conditions) are to reserve a seat for you with your confirmed airline (or such other airline as may be substituted) and provide you with a ticket for travel or other equivalent means of accessing your booked flight where no paper ticket is issued. We have no responsibility or liability for the provision of the actual flight itself or for the acts or omissions of the airline concerned or any of its employees, agents, suppliers or subcontractors. The airline’s conditions of carriage will apply to your contract. We are not an airline or air carrier and do not enter into a contract for carriage with you.

We act as Ticket Provider

4. You may book a scheduled flight with a no frills /low cost airline. Full payment must be made at the time of booking and in return we will hand to you or post to you no later than the next working day after you make your booking the e-mail confirmation or “e-ticket” from the airline which along with your passport will enable you to access the flight. In this situation, we act as ticket provider and you flight will not be ATOL Protected. Your contract will be directly with the airline concerned and the airline’s terms and conditions will apply. We will have no liability for the performance of the contract or for the acts and/or defaults of the airline or any of its employees, agents, suppliers or subcontractors.

1. A contract exists between you and the service provider (where we act as agent) or between you and us (where we act as principal) as soon as your booking is confirmed and the relevant payment has been received by us. Please check your confirmation invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if We are not notified of any inaccuracy in any document within 14 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell Us about it within these time limits. Where we act as agent only we will have no responsibility for any errors in any documentation except where those errors where made by ourselves. Any acceptance of such responsibility will also be subject to the time limits set out in this clause for notifying us of any inaccuracy.

2. Failure to supply the correct credit or debit card billing address information and/or cardholder details may result in delays to the issue of your tickets and may make the fare(s) subject to increase. Please ensure that the details you give match those on your credit card billing statement. We also reserve the right to cancel tickets after issue if payment is declined or incorrect cardholder details and billing information have been supplied.

3. There may be occasions when obvious errors occur as a result of maintaining the Website. When this occurs a price, product or service may be displayed incorrectly and in such instances We / the service provider reserve the right to cancel any contract based on the price, product or service which is displayed incorrectly immediately without liability to you (if a contract has in fact come into existence) . We constantly monitor and check our systems to minimise the threat of this happening and in the unlikely event that this happens to you, we will inform you as soon as possible.

Specific Terms

A. Scheduled Airlines

B. Charter Airlines

C. No Frills/Low Cost Airlines

D. Hotels

E. Package Holidays

A. Scheduled Airlines

When you may book a scheduled flight (this is a flight that takes place in accordance with an airline’s published regular timetable), which is not part of a “package”, you will have a contract with us. This will be the case unless (1) We tell you at the time of booking that we are acting as the agent of another ATOL holder (this will also be confirmed on your invoice along with the name and ATOL No of the ATOL holder who is providing your flight or (2) you purchase a scheduled flight and We provide you with a ticket or other document which will enable you to travel on that flight in return for your payment. Where your contract is with us, your flight will be ATOL Protected by the Civil Aviation Authority. Our ATOL number is 5522. ATOL Protection extends primarily to customers who book and pay in the UK. For further information, visit the ATOL website at www.atol.org.uk

1. Your contract

If you book a scheduled flight only which is covered by our ATOL, your contract for the flight will be with us to ensure you are protected by CAA ATOL Regulations. Our only obligations under that contract (other than those which are expressly set out in these Conditions) are to reserve a seat for you with your confirmed airline (or such other airline as may be substituted) and provide you with a ticket for travel or other equivalent means of accessing your booked flight where no paper ticket is issued. We have no responsibility or liability for the provision of the actual flight itself or for the acts or omissions of the airline concerned or any of its employees, agents, suppliers or subcontractors. The airline’s conditions of carriage will apply to your contract. We are not an airline or air carrier and do not enter into a contract for carriage with you

For each ticket there are additional terms that are specific to that fare. They may, for example state that the ticket is non-cancellable or non-refundable, and have other information relating to itinerary and refunds. You must read the specific fare terms and conditions for each ticket which are available at the time of booking.

You are responsible for complying with any airline’s terms in relation to check-in times, reconfirmation of flights or other matters. In relation to flight tickets, you are required to use all flight coupons in order of sequence. If this requirement is not met the airline may void your ticket.

A contract comes into existence between us when we give / send you a confirmation confirming that we have accepted your booking. We are not able to make bookings for children under 18 travelling alone, flights that do not start in the UK, and one-way tickets

2. Fares

All fares are quoted exclusive of taxes, plus the tax amount and then a total. These are added together to form your final quotation. Fares are subject to change without prior notice and are only guaranteed upon confirmation of the contract. Should any airline impose any further surcharge or supplement due to fuel, tax or other increases you are liable for this cost which may arise at any time after making the booking until departure.

1. Reservations

In the vast majority of cases Travelcare becomes aware of the availability of flights tickets for sale because it connects to large databases managed by third parties, which contain that availability. These databases are commonly called General Distribution Systems (GDS) or Central Reservation Systems (CRS), and it is through these GDS/CRS that Travelcare purchases the relevant ticket on your behalf.

Be aware that certain airlines do not maintain (real time) seat availability and whilst every effort is made to reflect the true situation, instances may occur when airlines cancel sales. We will advise you within 24 hours if this is the case and will do all We can to reinstate your booking. In either instance we will not be liable for any additional costs incurred in having to purchase new tickets at a higher fare. Payment for tickets will of course be refunded to you if the airline or we terminate the booking.

2. Tickets

Where an airline provides e-ticketing We will always issue an “e-ticket” which is a document used in exactly the same way as a paper ticket. Electronic tickets are stored in the airline’s computer rather than printed on paper. When you check-in you will be required to present your confirmation email and an official form of identification such as a passport to receive your boarding pass. In some instances, such as using a self-service check-in machine or a particular airline, you are required to present the credit/debit card you paid with. We recommend that you have the card you paid with ready to present whenever travelling on an e-ticket.

Where an “e-ticket” is not available, we will issue a paper ticket however, for imminent departures, we may need to issue you with a Ticket On Departure (TOD) letter which means that you collect your ticket at your point of departure.

If you lose your tickets, it may be possible to re-issue them for a fee. The amount payable will depend on the circumstances of the loss and how close to the travel date you discover it. However, not all tickets can be re-issued. Lost tickets which cannot be re-issued are refunded at the sole discretion of the airline. These refunds can take up to one year to be authorized. Tickets will be dispatched to you in accordance with your instructions and we accept no responsibility for their delivery.

3. Flight Reconfirmation

All outward, onward and return flights must be reconfirmed with the relevant airlines at least 72 hours prior to the commencement of that leg of the journey unless specifically informed otherwise by that airline. We accept no responsibility for bookings cancelled due to non-compliance with rules set by that particular airline, or for any flight rescheduling en route.

4. Airline Regulations/Conditions of Carriage

You are subject to the relevant airline regulations and conditions of carriage, these can be provided on request.

Travelcare searches the databases of over 300 different airlines to find you the most appropriate flight and in some instances will display Charter Airlines that operate charter flights (these are flights that take place outside normal schedules by a hiring arrangement with a particular customer).

Where you book a charter flight, which is not part of a “package”, you will either have a contract with us which is protected by Our ATOL (No 5522) or with another ATOL holder which is protected by their ATOL. We will confirm the position at the time of booking. Your invoice will show the name and ATOL number of the ATOL holder with whom you have a contract. ATOL Protection extends primarily to customers who book and pay in the UK. For further information, visit the ATOL website at www.atol.org.uk

1. If you have a contract with us

If you book a Charter flight which is not part of a “package” and which is covered by our ATOL, your contract for the flight will be with Us to ensure you are protected by CAA ATOL Regulations. Our only obligations under that contract (other than those which are expressly set out in these Conditions) are to reserve a seat for you with your confirmed airline (or such other airline as may be substituted) and provide you with a ticket for travel or other equivalent means of accessing your booked flight where no paper ticket is issued. We have no responsibility or liability for the provision of the actual flight itself or for the acts or omissions of the airline concerned or any of its employees, agents, suppliers or subcontractors. The airline’s conditions of carriage will apply to your contract. We are not an airline or air carrier and do not enter into a contract for carriage with you.

2. If you have a contract with another ATOL holder

Alternatively you may book a Charter flight which does not form part of a package and which is not sold under cover of our ATOL. In this situation we are acting as agent of another ATOL holder (“third party ATOL holder”). We will tell you at the time of booking if this is the case (this will also be confirmed on your invoice along with the name and ATOL No of the third party ATOL holder who is providing your flight). In this situation your contract for your flight(s) is directly with the third party ATOL holder concerned. We accept no liability in relation to the flight itself or for the acts or omissions of the third party ATOL holder concerned. The third party ATOL holder’s terms and conditions will apply to your contract (copies available on request from Us).

Charter Airlines and third party ATOL holders have strict rules governing Amendments and/or Cancellations with financial penalties for doing so. Should you wish to make any amendments to or cancel your flights, you should contact Us and We will speak to the carrier or third party ATOL holder (as applicable) on your behalf. You will be liable for all costs that are incurred by these requested changes and a minimum administration between £30-50 per booking.

C. No Frills/Low Cost Airlines

Travelcare searches the databases of over 300 different airlines to find you the most appropriate flight and in many instances the result will be a No Frills/Low Cost Airline (this is an airline that offers low fares but eliminates most traditional passenger services). The service We provide when you book with one of these carriers is different from that We provide for other airlines. Full payment must be made at the time of booking and in return we will hand to you or post to you no later than the next working day after you make your booking the e-mail confirmation or “e-ticket” from the airline which along with your passport will enable you to access the flight. In this situation, we act as ticket provider and you flight will not be ATOL Protected. Your contract will be directly with the airline. We will have no liability for the performance of the contract or for the acts and/or defaults of the airline or any of its employees, agents, suppliers or subcontractors.

The airline’s terms and conditions will apply, a copy of which you must obtain and read at the time of booking.

Please note, bookings with No Frills/Low Cost Carriers cannot be changed, amended or transferred. All cancellations are non-refundable. Please refer to the airline’s terms and conditions. In most cases luggage allowance and in flight meals are not included in the fare. For further information and to pre-book please call the Airline directly.

D. Hotels

When you make a Hotel booking which is not part of a package we act only as agent and the contract is between you and the Hotel / accommodation provider. All information and details displayed have been supplied by and are the responsibility of the Hotel / accommodation provider and are believed to be correct at the time of being published. As We act only as an agent this means that We will have no contractual liability to you and are not liable for any service not provided by Us or for any act or omission of the Hotel / accommodation supplier or any of its employees, agents, suppliers or subcontractors. However, We may be liable to you if We have been negligent, misrepresented important information or We have breached any other relevant law.

1. All hotel discounts quoted are based on the discounts from the full “rack rate” (the rate published by a hotel which it will charge for any room) including VAT and are correct at the time the offers are first advertised. However, please note that some hotels in other countries may also charge local or other taxes, which may not be included in the offer.

2. Prices stated are on a per room, per night basis and include VAT unless otherwise stated.

3. Unless otherwise stated, breakfast, lunch and dinner are not included.

4. Star ratings are provided by the Hotel / accommodation provider, they may differ according to the country where the hotel is located and are out of the control of Travelcare. We cannot be held responsible for any misconceptions relating to star ratings.

E. Package Holiday Terms and Conditions

Your Contract is with Apollo Travel Limited, a member of ABTA and a subsidiary of The Co-operative Group.

YOUR HOLIDAY CONTRACT
When you make a booking the contract is made with you the client being any person travelling or intending to travel on a tour operated by the company named above  on the terms of these  booking conditions and it includes all matters arising from it and is subject to English law and the  exclusive jurisdiction of the English Courts.   You may however choose the law and jurisdiction of  Scotland and Northern Ireland if you wish to do so. No variation of these terms will be valid unless confirmed in writing by us.  A contract will exist as soon as we issue our confirmation invoice. By making a booking, the lead passenger confirms that all persons names in the booking (and their personal representatives) have agreed to be bound by these conditions and the terms of its suppliers.

YOUR FINANCIAL PROTECTION
The Package Travel, Package Holiday and Package Tours regulations 1992 require us to provide security for the monies that you pay for the package holidays  booked through our company and your repatriation in the in the event of our insolvency. Our ATOL number is ATOL 5522.  When you buy  an ATOL protected air holiday package or  ATOL Protected flight from Apollo Travel Limited  you will receive a Confirmation Invoice from us confirming your arrangements and your   protection under our  Air Travel Organiser’s Licence number 5522.   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

The price of our air holiday packages / ATOL protected flights 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.

ABTA
We are a member of ABTA, membership number C7593. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found on  ABTA’s website www.abta.com 

The arbitration scheme is arranged by ABTA and administered independently by IDRS part of the chartered Institute of Arbitrators. It provides for  a simple and inexpensive method of  arbitration on documents alone with restricted  liability on you in respect of costs.  Full details will be provided on request or can be obtained from the ABTA website. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form.  Neither does it apply to claims which are solely in respect of illness or physical injury or their consequences.  The scheme can however deal with compensation claims which include an  element of minor injury or illness subject to a  limit of £1,000 on the amount the arbitrator can  award per person in respect of this element.

The application for arbitration and Statement of claim must be received by the IDRS within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA code does not require such agreement.

For injury and illness claims, you may like to use the ABTA /Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com

YOUR HOLIDAY PRICE POLICY
You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.  When you make your booking you must pay a minimum deposit of £150 per person   (excluding infants under two years of age at the date of return).  Should your booking include scheduled flights, cruises or other special arrangements the deposit required may vary up to the full ticket price.  You will be advised of the required amount of the deposit at the time of booking.  The balance of the price of your travel arrangements must be paid at least 12 weeks before your departure date.   Balance due dates may vary where scheduled flights are included and where ticketing deadlines are unexpectedly brought forward this may result in a request for earlier payment.  If the deposit and/or balance are not paid on time, we reserve the right to cancel your travel arrangements and retain your deposit.  All monies you pay to the travel agent are held by him on our behalf at all times. The price of your holiday may change after you have booked due to 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. However there will be no change within 30 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, 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 of accepting a change to another holiday if we are able to offer one, or cancelling and receiving a full refund of all monies paid, except for any 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.  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.

IF YOU CHANGE YOUR BOOKING
(excluding name changes)
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen 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 made in writing from the person who made the booking  or your travel agent. You will be asked to pay an administration charge of £25 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 (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.

NAME CHANGES BEFORE TRAVEL
Except for holidays including scheduled flights if we receive notification of a change within 8 weeks of departure the charge will be £40 per name change.  Any changes outside of 8 weeks will incur a charge of £30 per name change. For holidays including scheduled flights, please note that some scheduled airlines do not permit name changes for any reason.  Such charges are likely to include the full costs of the flight and may be subject to space being available for a new reservation.

IF YOU CANCEL YOUR BOOKING
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our offices.   Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below:

Period before departure within which written cancellation is received by Apollo Travel Limited.
Amount of cancellation charges shown as a percentage of the booking price.*
More than 84 days - Deposit
57-84 days - 30% or deposit if greater
29-56 days - 50%
22-28 days - 75%
8 - 21 days - 90%
7 Days or less - 100%

Note: if the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges. The full insurance premium is retained in the event of cancellation.
• Bookings that include Schedule Flights and/or cruise may incur different cancellation charges.  Please enquire at the time of booking.

IF WE CHANGE OR CANCEL YOUR BOOKING
It is unlikely that we will have to make any changes to your travel arrangements, as we do plan the arrangements many months in advance.  Occasionally we have to make changes and we reserve the right to do so at any time.  Most of these changes are minor and we will advise you of them at the earliest possible date.  We also reserve the right in any circumstances to cancel your travel arrangements.  For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it.  However, we will not cancel your travel arrangements less than 12 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 can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).  If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in the table below.
In accordance with EU Directive – (EC) No..2111/2005,
article 9, we are required to bring 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 http://ec.europa.eu/transport/air-ban/list_en.htm
In accordance with EU regulations, we are required to advise you of the actual carrier operating your light/connecting flight/transfer. 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 change is deemed 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. When a major change occurs, we will inform you as soon as reasonably possible, if there is time before departure.  You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable  standard from us if  available (we will refund any price difference if the alternative is of a lower value), or cancelling your  booked  holiday  and  receiving a full refund of all monies paid.  In all  cases, except where the major  change arises  due to reasons of force majeure, we  will pay compensation as detailed below:

Period before departure within which a major change  or cancellation is notified to you or your travel agent.

Credit/compensation per full fare paying passengers (excluding infants).*
More than 84 days - Nil
43-84 days  - £10
29-42 days  - £20
8-28 days  - £30
0-7 days - £40
*For children invoiced at reduced rates, credit/compensation will be paid on a pro rota basis of the adult rate.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
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, threat of war, riot, civil disobedience or strike, industrial dispute,
terrorist activity and its consequences, acts of god,  natural or nuclear disaster, fire, adverse weather conditions, technical or maintenance problems  with transport providers, closure of airports or any unforeseeable or unavoidable event beyond our control

IF YOU HAVE A COMPLAINT
If you have a problem during your holiday it is of the utmost importance that you immediately bring it to the attention of the relevant person (for example the resort representative, hotel manager or transport agent) who will do their best to put things right. If your complaint is not resolved locally, you should contact us on 01709 720336 to advise us of the problem so that we may endeavour to resolve it.  An out of hours emergency number is also
provided 07841076831 However, should a problem remain unresolved, a complaint should be made in writing within 28  days of  your return home to : Customer Solutions,  The Co-operative Travel, Hamil Road, Burslem,
Stoke On Trent, ST6 1AJ giving your booking reference and all other relevant information.   Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.  It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as any resort representative without delay and complete a report form whilst in resort.  If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

WHAT HAPPENS TO COMPLAINTS
We aim to resolve all complaints amicably, but if this is not possible your complaint can be considered under a scheme arranged by the Association of British Travel Agents and  administered by the Chartered Institute of   Arbitrators.  Full details will be provided on request or obtained from the ABTA website www.abta.com

OUR LIABILITY TO YOU
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you an appropriate compensation if this has affected the enjoyment of your travel arrangements.  However, we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is 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 we or our suppliers, even with all due care, could not  foresee or forestall. 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 will also be limited in accordance with and/or in an identical manner to: a) The contractual terms of the companies that provide the transportation for your travel arrangements.  These terms are incorporated into this contract; 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 compensation that you can claim 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 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:  Apollo Travel Limited, Unit 4 Ashley Business Court, Rawmarsh Road, Rotherham, South Yorkshire, S60 1RU.
 
Under EU law Reg 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 of these rights will be publicized at EU airports and will also be available from airlines.  However reimbursement in such cases is the responsibility of the airline and 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 terms and conditions. If any payments to you are due from us any payment made to you by the airline will be deducted from this amount.   If your airline does not comply with these rules you should complain to the Air Transport Users’ Council on 020 7240 6061 www.auc.org.uk

PROMPT ASSISTANCE IN RESORT
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and 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 we or our suppliers, even with all due care, could not foresee
or forestall, an you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

PASSPORT, VISA, IMMIGRATION AND VACCINATION REQUIREMENTS
A full British passport (valid for at least 6 months beyond the end of your holiday) is required for travel 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 or if you are not in possession of the relevant vaccination certificates.

New Passport Regulations are now in place for first time adult passport applications (aged 16 or over). As part of the passport application process, interviews are now required to support your passport application. This is to ensure that your identity is protected, so allow enough time for your passport application to be processed.

It is also your responsibility to arrange adequate insurance cover for your trip and to take relevant details of the policy with you.

EXCURSIONS
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.

TRANSPORTATION
It is your responsibility to ensure that you arrive in good time to board all flights or other methods of  transportation. To assist you, we will notify you of the time by which you should arrive at all points of departure. If you miss a flight or other transportation we will try to arrange alternative transportation, but reserve the right to recover from you any costs we incur in making such arrangements.
Any rail, road and other departure times are supplied by the carriers. They are subject to inter alia, air traffic control restrictions, weather conditions, the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that departures will take place at the times shown on your tickets. The timings are estimates only. Apollo Travel Limited does not have any liability to you for any delays that may arise. Further, your dealings with all carriers are subject to the conditions of the carrier, some of which may limit or exclude liability. Where we are in a position to do so, we will give you information before you book concerning the airline on which you will fly, your airport of destination and type of aircraft on which you will travel. However if any of these details change subsequently, and you choose to cancel as a result, our normal cancellation charges will apply. Any arrangements in the event of a delay will be at the sole discretion of the airline or other carrier involved.

MISCELLANEOUS
Conditions of Travel: We reserve the right to require any passenger to produce medical evidence of their fitness to travel. Passengers with a disability, which may require special treatment or assistance, must advise Apollo Travel Limited in writing of the condition so that appropriate advice and assistance can be given. NB Passengers may be refused passage where as a result of failing to notify Apollo Travel Limited appropriate arrangements cannot be made.

Apollo Travel Limited has no control over the allocation of airline seats and cannot guarantee any seat requests. Baggage allowance will vary by destination-please check (with the airline used) for details. Passengers are advised that most airlines operate a non-smoking policy.
We reserve the right to determine the hotel, air carrier, flight routing (flights will not necessarily be direct or non-stop) and airport, for all holidays advertised.

Special Requests: Where special requests for flight seats, room allocation, diet considerations etc are required we must be made aware of them at time of booking. Whilst every effort will be made to ensure that these requests are fulfilled, they cannot be guaranteed. Furthermore,  Apollo Travel Limited will not be liable for claims  for consequential loss where written advice of  special needs and requirements has not been  received in writing at the time of booking. Where special requests for flight seats are passed on by  Apollo Travel Limited to an airline, the
confirmation of seat numbers is at the discretion  of the airline.

Behaviour: You must not behave in a way that may cause distress or annoyance to others or may create the risk of danger or damage to property. If you are subject to arrest or prevented from travelling at the discretion of an airline or other transport providers, or if you are evicted from a hotel at the discretion of the hotel management, Apollo Travel Limited will not refund any portion of the cost of your holiday and, if Apollo Travel Limited incurs any expense because of your behaviour, you will be obliged to compensate Apollo Travel Limited for that expenses.
These booking conditions are our responsibility, as your tour operator.  They are not issued on behalf of and do not commit any airline whose services are used in the course of your travel arrangements.  Please note that in  accordance  with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.

General Information

All Bookings

1. Before making any kind of booking please make sure that it will be suitable for you and the people you will be travelling with. In the event of any queries or concerns relating to the product(s) or service(s) please contact us before booking.

2. Sometimes facilities described on the Website, or Our affiliate Websites, will be withdrawn for any reasons such as maintenance, bad weather or lack of demand from guests. If possible, we will tell you about the withdrawal of any significant facility as soon as we can. Some activities or facilities, water sports for example, may not be available in low season. Beach activities such as water skiing and paragliding are normally managed by independent local operators and We have no control over their availability or prices. There may be a charge for some facilities, for example, televisions, safes, sun loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, please bear this in mind before choosing your resort or accommodation. The transfer times We quote for travel between airport and resort are approximate and the journey time to your own chosen accommodation might be longer.

3. In an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or post to Us proof of your address, a copy of the credit card and a recent statement before issuing any tickets.

5. Prices shown are for guidance only and in some cases holidays shown as SC (self-catering) may be based on a Flydrive or a 1-night explorer package. Full costings will be confirmed at time of booking.

6. Please note any accommodation rating is not an official tourist rating, it is rated by individual operators and service providers as defined in their brochures, eg Thomson indicate ratings as ‘T’ on a scale of 1 to 5, with ‘1T’ as the lowest and ‘5T’ as the highest. The following ratings and abbreviations are shown on search results:

SC/RO = Self Catering/Room Only
1 /2* = 1 to 2 star accommodation
2 /3* = 2 to 3 star accommodation
3 /4* = 3 to 4 star accommodation
FO = Flight Only
BB = Bed & Breakfast
HB = Half Board
FB = Full Board
AI = All Inclusive
FD = Fly Drive

7. Prices are for return trips, per person unless otherwise stated as one way for flight only. Most are based on two people sharing, although some self-catering prices are based on four or more people sharing. Supplements for fewer adults sharing may apply.

8. For holiday bookings within 13 weeks of departure, certain tour operators add a charge for transfers between destination airport and accommodation.

9. If the holiday / flight is a late booking (within 2-3 weeks of departure) there will be a ticket on departure charge of between £10-£30 per person to enable tickets to be collected at the airport.

10. Some prices do include the aircraft insurance, security charges and other associated airport taxes and costs. However if this is not included an additional charge of between £7-£9 per person may be added.

11. Due to the recent increase in fuel prices some tour operators and suppliers have introduced a fuel supplement charge, the charge is applied per person. This supplement will be confirmed and added upon enquiry.

12. Most prices don’t include local entry and departure taxes levied by non-EU countries.

13. Some holidays / flights shown may have a return airport different from the airport you departed from.

14. Discounts - Online package holiday discounts are given on the basic holiday price only. They are not applicable to additional supplements, taxes, fuel charges etc. The discounts do not apply to charter or scheduled flight only bookings, accommodation only or city break bookings. We reserve the right to amend/withdraw the discounts at any time.

At Travelcare we take security very seriously, and we have implemented a bank approved encryption system to protect your 'on-line' transactions with us.

2. How do we make sure that others do not have access to your credit card information?

Credit/debit card payments will automatically be encrypted using Secure Sockets Layer (SSL). This technology ensures that your credit/debit card numbers are not accessible by any unauthorised persons and are as safe as possible. This means the credit and debit card numbers are securely processed into code when sent to us. Only the scrambled encoded data is then sent over the Internet, which Travelcare receives and decodes.

Furthermore, as required by the UK Data Protection Act of 1998, We follow strict security procedures in the storage and disclosure of information that you have given Us, to prevent unauthorised access. Our security procedures mean that We may occasionally request proof of identity before We are able to disclose sensitive information to you. We absolutely retain the right to refuse any booking made via Our site.

You will see a padlock symbol at the bottom of your screen and the letter "s" after the word http in Our web site name showing in your browser window when you are entering the secure area of the site.

3. Security Guarantee

In the very unlikely event that your card is used fraudulently, your bank or card issuer cannot hold you liable for more than £50.00 of fraudulent charges. If your bank or card issuer does hold you liable for any of the £50.00. Travelcare will cover the entire liability for you, up to the full £50.00. Travelcare will cover this liability only if the unauthorised use of your credit or debit card resulted through no fault of your own from purchases made at Travelcare while using the secure server.

In the event of unauthorised use of your credit or debit card, you must notify your credit or debit card issuer in accordance with its reporting rules and procedures.
With the above measures, We ensure that you will have peace of mind when booking your travel with Us. Travelcare aims to make online shopping secure fun and hassle free.

4. Do you need more reassurance?

If you need more reassurance about Our security policy and its implications, contact Our internet department who are ready to help with any misgivings or questions you may have. Please call them on 0870 112 0101.

Data Protection and Privacy

What personal information do we collect from you?

1. When you make a booking on Our website or wish to join Our email offer service We require you to provide us with certain personal information. This information includes your name, email address, ticket delivery address, credit or debit card number and expiry date. We also ask for your telephone number so that We can contact you urgently if there is a problem with your booking.

2. When you browse the site the only way We can obtain any kind of personal information is if you submit it to Us voluntarily. We do employ cookies (download of files to your PC to record your visits to the site) to measure site usage and related information.

3. Where the facility is offered you are responsible for keeping safe any password that you select to use the Travelcare web site. Thus, please be careful when using the password.

What do We do with your personal information?

4. We will process any information you give Us in accordance with the UK Data Protection Act of 1988, this privacy policy (detailed below) and Our security policy. The following explains how Travelcare handles your data and when We will disclose personal information.

5. Booking your travel arrangements or checking availability

The personal information you give to us is used to communicate with you, to understand and meet your travel needs, to process and fulfill your booking, notify you of your booking status and the whereabouts of your tickets and/or fulfil any other request you have made.

We may also use this information to offer you future relevant products and services that you may be interested in (see below).

We need to process and pass information to tour operators suppliers and service providers, e.g. airlines. We may pass sensitive personal information to suppliers and service providers to cater for special needs, e.g. wheelchair assistance. Your data may be processed within the United Kingdom or overseas. Data transferred outside the European Economic Area may not be subject to the same high standards of data protection legislation as within the EEA.

6. Supplying Insurance cover

We will need to pass your personal information to the insurer to arrange cover.

7. Information about products and services

We may use the personal information you give Us to keep you informed about our products and services. We may also transfer information to businesses within the Co-operative Group Limited and other co-operative organisations to keep you informed about their products. You may opt out of receiving such marketing information by advising a member of staff when making your booking/request or subsequently by contacting Us on 0870 112 0101 or alternatively writing to Us (at the address detailed). We will however never rent or sell your details to third parties for marketing purposes.

Visitors to our website who subscribe to Our e-mail service or visitors purchasing products or services on the site who have not opted out from receiving promotional emails, may receive promotional mailings and e-mails from Travelcare or from on behalf of Our travel partners

8. Prevention of fraud, debt tracing and collecting monies

We may use the personal information you provide for the purposes of financial control and debt recovery through outside agencies.

9. Business Administration

We may use the personal information you provide for the purposes of administration, customer service, business management, market research and analysis. We may monitor and/or record telephone conversations for security purposes and to improve customer service levels.

10. Prevention of crime

We may provide your information to the public authorities, such as the police, customs and immigration if required by them or as required by law.

11. We may use visitor information to measure the entry and exit points of visitors to the site and respective numbers of visitors to various pages and sections of the site and details of searches performed. We may also use this information in the future to measure the usage of advertising banners, and other click throughs from and to the site.

12. We may disclose your personal information to third parties in the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets or We or substantially all of our assets are acquired by a third party, in which case personal data held by it about Our customers will be one of the transferred assets.

13. By making a booking with Travelcare you are consenting on behalf of yourself and your party to the uses, transmission and disclosure of information as described, irrespective of the levels of the data protection provided in any particular country, and understand that this is at your own risk.

How secure is your personal information?

14. e have security processes in place to ensure that Our customers' personal information that is held on a central database is not accessible by any unauthorised persons. Persons such as IT systems suppliers may need to have access to the system from time to time but will only be entitled to do so with our prior authorisation.

15. This privacy statement covers websites owned and controlled by us only. Links to other websites and any information collected by these sites are not covered by this privacy statement except where otherwise expressly stated.

Accessing Your Personal Information

16. You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. In certain limited circumstances we are entitled to refuse your request. This information will only be sent to the e-mail address on file for the subscriber name associated with it.

If you believe that We are storing details relating to you and that these are incorrect or you wish to change or remove them, please  write to Us and We will correct them as soon as possible.
E-commerce Department

Ecommerce Department
2nd Floor
The Co-operative Group
Hanover Building
Hanover Street
Manchester
M60 0AD