YOUR TRAVEL BOOKING
When you make a booking, you guarantee that as the lead name, you have the authority to accept and do accept, on behalf of your party, these terms and conditions and those of any other suppliers of travel services applicable to your booking. It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies immediately.
Who your contract is with and the legal protections that apply to your booking will depend on the type of arrangements you book. A contract will exist (either between you and us or you and the other suppliers of travel services, as described below) as soon as we issue our confirmation invoice. The types of arrangements we offer are as follows:
Unless otherwise stated on your booking confirmation, your contract will be with us if we sell you a Package.
These terms and conditions are incorporated into the contract between you and us in relation to the sale of the Package. Your holiday will be a Package if: (1) it is a pre-arranged combination of at least two of the following components: a) transport; b) accommodation; and c) other tourist services not ancillary to transport or accommodation which account for a significant part of the arrangements; and (2) the services are sold or offered for sale at an inclusive price; and (3) the services cover a period of more than 24 hours or include overnight accommodation.
If we sell you a Package, the Package has protection under The Package Travel, Package Holidays and Package Tour Regulations 1992 (Regulations) and The Civil Aviation (Air Travel Organisers' Licensing) Regulations 2012 (ATOL Regulations). Please see the "Your Financial Protection" section below for what this means.
If you select and purchase a combination of services which are sold by us separately (i.e. not pre-arranged) and which are individually priced, this will not be considered to be a Package. In some circumstances, this may be considered to be a Flight-Plus – please see below for details.
Your arrangement will be a Flight-Plus if you request and we arrange the following for you: a) a flight (provided that the outbound flight departs from the UK or the flight is into the UK and you have commenced your journey in the UK and departed the UK using another means of transport); and b) accommodation outside the UK or self-drive car hire outside the UK (or both) in connection with the flight, provided that:
(1) the accommodation or self-drive car hire is requested to be booked on the same day, the previous day or the day following the day that you requested to book the flight; and (2) the arrangement covers a period of more than 24 hours or includes overnight accommodation.
Other services supplied in connection with the flight which were requested to be booked on the same day, the previous day or the day following the day that you requested to book the flight and which account for a significant proportion of the arrangement (but which are not ancillary to the flight or accommodation) will also be included in the Flight-Plus. Your arrangement will not be Flight-Plus if your flight begins and ends in the UK or if you are purchasing the flight and other services in the course of your business or trade (i.e. not as a consumer). Your arrangement will stop being a Flight-Plus (and the protections set out in the "Your Financial Protection" section below will not apply to your arrangement) if you cancel any part of your Flight-Plus and, as a result of that cancellation, the requirements set out above are no longer met.
If we arrange a Flight-Plus for you, the contract for each of the services within the Flight-Plus will be between you and the supplier(s) of those services. The name(s) of any supplier(s) who will be supplying the services will be stated on your booking confirmation. Where the services are supplied by other suppliers of travel services, we act as a Booking Agent and we accept no responsibility for any errors or omissions made by other suppliers of travel services in relation to the relevant services.
The relevant supplier's terms and conditions will apply to the supply of the services by the supplier to you. These will be provided to you by the relevant supplier or, if they are not, they are available on request from us or the relevant supplier. Please read the supplier's terms and conditions carefully as they are incorporated into the contract between you and the supplier for the supply of the relevant services. Although your contract for the services within the Flight-Plus will not be with us (it will be with the relevant third party supplier(s)), if we have arranged a Flight-Plus for you, it is protected by the ATOL Regulations. For full details of what this means, please ensure you familiarize yourself with "Your Financial Protection" section of Terms & Conditions.
FLIGHT-ONLY, ACCOMMODATION ONLY AND OTHER INDIVIDUAL SERVICES
We also offer travel services (including flights, accommodation, excursions, etc.) for purchase as individual items (and each of these items are priced separately). If you purchase a flight, accommodation or other services from us as individual items (i.e. not as a Package or a Flight-Plus arrangement), the contract for the relevant service will be between you and the supplier(s) of those services. The name(s) of any supplier(s) who will be supplying the services will be stated in your itinerary.
In the case of Flight-Only services, we act as an Airline Ticket Agent on behalf of the relevant airline. In the case of accommodation only and other individual services, we act as a Booking Agent. In either case, we accept no responsibility for any errors or omissions made by an airline or other supplier of travel services in relation to the relevant services.
The airline and other suppliers' terms and conditions will apply to the supply of the services by the airline and/or any other suppliers to you. These will be provided to you by the airline or other suppliers or, if they are not, they are available on request from us or the relevant airline or other suppliers of travel services. Please read the airline and any other suppliers' terms and conditions carefully as they are incorporated into the contract between you and the airline and/or the other supplier of travel services for the supply of the relevant services.
Unless otherwise stated in your booking confirmation, Flight-Only, accommodation only and other individual services are not covered by the Regulations or the ATOL Regulations and the protection described in the "Your Financial Protection" section below does not apply to these services.
YOUR FINANCIAL PROTECTION
All the Package and Flight-Plus holidays we sell come with protection for your money. If you buy a single travel service (such as Flight-Only, accommodation only or other individual services) then this might not apply.
Our Package and Flight-Plus holidays are ATOL-protected (our ATOL number is 3206). If we are not the organiser of your Package, the Package is still protected by the Package organiser and we will provide you with their confirmation.
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. On all Flight-Plus holiday arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your suppliers. Please note however that we have no liability beyond that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers.
The price of our Packages and Flight-Plus holidays includes the amount of 2.50 GBP per person as part of the ATOL Protection Contribution (APC). This amount is paid to the Civil Aviation Authority (CAA) as part of the ATOL scheme. This charge is included in our advertised prices for Packages and Flight-Plus arrangements.
IN RESPECT OF OUR FLIGHT-PLUS AND PACKAGE HOLIDAYS, WE ARE OBLIGED TO TELL YOU:
- We or the suppliers of the services you have bought will provide you with the services you have bought (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
- If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
For further information visit the ATOL website at www.atol.org.uk.
DEPOSITS AND PAYMENT
We may at our discretion operate a low deposit scheme in respect of certain bookings. Under the low deposit scheme the price of your ticket will be guaranteed upon receipt of the deposit. Once the deposit is paid, any changes to your itinerary will incur change penalties or loss of deposit. The low deposit is non-transferable. Only available on new bookings. We will advise you of the date that full payment is required.
All prices shown are ‘from prices’ and we reserve the right to alter the prices of any of the holidays shown in our brochure.
STA Travel do not accept cash or personal cheques as a method of payment. No charge is made for payments made by credit or debit card. After full payment, if we are your Booking Agent or Airline Ticket Agent, the conditions of the contract with your airline or other supplier of travel services may permit them to increase the cost of your arrangements. We will pass on the details of any such increase to you and we will collect the additional amounts from you on behalf of the airline or other supplier of travel services (as their agent).
If we have arranged a Package for you, changes in transportation costs including the cost of fuel, taxes, fees and exchange rates mean that the price of your Package may change after you have paid in full. You will not be charged for any increase equivalent to 2% or less of the price of your Package. You will be charged for any amount over and above that. No price increases will be charged to you in the period of 30 days or less prior to your departure date.
Our general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge an administration fee should you make a request for such documents to be sent as hard copy.
Your travel documents are valuable and should be safeguarded as if they were cash. It is not always possible to replace travel documents in the case of loss, theft, damage etc.
CANCELLATIONS AND CHANGES
If we are your Booking Agent or Airline Ticket Agent, your contract with your airline or other supplier of travel services may permit them to cancel or amend bookings. We will ensure that you are promptly notified of any significant changes to your booking, but we accept no liability for any changes or costs incurred which may result.
If you have booked a Package and we make a significant change to your booking, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangement s of comparable standard from us (we will refund any price difference if the alternative has a lower value), or cancelling your booked arrangements and receiving a full refund. We will pay compensation in respect of any significant changes that we make to your booking, using the scale below. These may include (but are not limited to) the following changes: a change in accommodation to that of a lower official category, a change of UK departure airport (except between London airports), a change of supplier, a change in the time of your departure or return flight by more than 12 hours.
This standard payment will not affect your legal or other rights. We will only make one payment for each full fare paying adult in the booking. Any children not paying the full adult fare will receive 50% of the listed amount. If the value of your booking is less than the compensation outlined, we will pay compensation only to the value of the booking.
|Period before departure when a significant change is notified||Compensation payable per person|
|More than 56 days>||0 GBP|
|55-29 days||10 GBP|
|28-15 days||20 GBP|
|14-7 days||30 GBP|
|7-0 days||40 GBP|
IMPORTANT NOTE - CHANGES BEYOND OUR CONTROL
Compensation will not apply if a significant change is made for reasons beyond our control. These reasons include (but are not limited to): war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar event.
If you have booked a flight and we are alerted to a significant schedule change by your airline before you leave the UK, we will contact you by email to advise you of this. Please ensure that you have given us your contact email address and that you regularly check for messages before you leave. We have no control over airline schedule changes and we accept no liability for costs which may arise as a result of such changes. After you have left the UK, it is your responsibility to check with the airline that any onward flights you have confirmed are operating as booked. We strongly recommend that you contact your airline at least 72 hours before the scheduled departure of each flight to do this. Please note that for some airlines it is mandatory to confirm with them your intention to fly.
OUR RESPONSIBILITY FOR YOUR ARRANGEMENTS
Nothing in this section or elsewhere in these terms and conditions is intended to or shall operate to exclude our liability for performance of our obligations under the Regulations and/or the ATOL Regulations.
In all circumstances, we will not be liable where any failure in the performance of the contract is due to: you (including, without limitation, unacceptable behaviour by you); or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or due to unusual or 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 the other suppliers of travel services, even with all due care, could not foresee or forestall.
If we have arranged a Package and the contract we have with you is improperly performed by us or the other suppliers of travel services, we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements.
Our liability to you in relation to any Package arranged by us, except in cases involving death or injury caused by our negligence or fraud, shall be limited to a maximum of three times the cost of your Package.
Our liability will also be limited in accordance with and/or in an identical manner to:
(1) the contractual terms of other suppliers that provide the transportation and other services for your Package (the terms and conditions of those suppliers are incorporated into our contract with you); and (2) 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.
In relation to Flight-Plus and Flight-Only, accommodation only and other individual services, we have taken all reasonable care to make sure that all the services that make up the arrangements are provided by efficient and reputable suppliers. These suppliers should follow the local and national laws and regulations of the country where the services are provided (however, please be aware that overseas safety standards may be lower than in the UK).
Except as otherwise stated in these terms and conditions, any relevant international convention and in cases involving death or injury caused by our negligence or fraud, we have no liability to you for the actual performance of the services by the other suppliers of travel services unless it is proved that we have breached our duty to select the suppliers with reasonable care and skill and damage to you has been caused as a result of that breach.
Please note that any other suppliers of travel services who provide services as part of your arrangement may also limit their liability to you. We cannot accept responsibility for any services which do not form part of the contract between you and us. As such, you are advised to read the terms and conditions of any other suppliers of travel services who are supplying services to you.
You can ask for copies of the suppliers' terms and conditions, or the international conventions, from the relevant supplier or from us by contacting Customer Relations, STA Travel, St Georges House, 56 Peter Street, Manchester M2 3NQ. Or email your request to us at www.statravel.co.uk/customer-services.htm.
YOUR AGREEMENT WITH US
By finalising your arrangements with us, you are accepting that these terms and conditions and the terms and conditions of any contract made with any other suppliers of travel services within your arrangements apply to your booking and your travel arrangements. You acknowledge that as part of your booking, we will process personal information that you provide to us about you and other members of your party (and you agree that you have the right to provide us with personal information about other members of your party) for the purposes of performing our obligations in relation to your booking (which includes, but is not limited to, giving your personal information to airlines, other suppliers of travel services and public authorities (such as customs or immigration) (together "Travel Suppliers") where this is required for the fulfilment of your arrangements).
If you travel outside the European Economic Area, we may need to provide the personal information you provide us with to Travel Suppliers who are located outside the European Economic Area. If we cannot pass this personal information to the relevant Travel Suppliers we will be unable to provide your booking. In making your booking, you acknowledge that this personal information will be passed on to the relevant Travel Suppliers.
Your contract with us is subject to the laws and jurisdiction of England and Wales. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland instead.
IF YOU CHANGE YOUR BOOKING
Where a change to your travel arrangements is permitted and possible, STA Travel service fees apply in addition to any additional supplier charges. Please see the FAQ pages on www.statravel.co.uk for details of how to request changes. Please note that all reservation changes are subject to availability and the terms and conditions of the services purchased. Changes to name details are not allowed by many airlines and other suppliers of travel services. Whilst we do our best to make such a change if necessary, please bear in mind that most airlines and other suppliers of travel services treat a name change as a cancellation, to which standard conditions and cancellation charges apply.
Flights must be taken in the sequence they appear on your ticket or eticket confirmation. If you plan not to take a flight as booked, please contact the airline as far in advance as possible to discuss your options. If you do not check in on time for a confirmed reservation, the airline may register you as ‘no-show’, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void.
IF YOU CANCEL YOUR BOOKING
If you cancel your arrangements, you may be entitled to a partial refund. In addition to any cancellation fees set out in any supplier of travel services' terms and conditions (which may be 100% of the cost of the travel arrangements), we will also charge the cancellation fees outlined on your receipt. We need to receive written notification of cancellation and your original ticket/voucher from you before any refund can be considered. If you decide to cancel arrangements before the balance due date, any deposits paid are non-refundable. Refunds will only be paid to you once we have received the funds back from the relevant supplier of travel services. Generally flight tickets cannot be refunded if they are partially used. If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurer.
If the person paying for the booking (the paying customer) is different from the travelling customer, and the paying customer wishes to cancel or withdraw the funding of any booked tickets, STA will notify the travelling customer of the paying customer's funding withdrawal and give the travelling customer the option of continuing with the booking, subject to payment of the full cost of the travelling customer’s booked ticket by the travelling customer. If, following this notification, the travelling customer does not pay the full cost of his or her booked ticket, the booked ticket will be cancelled and the amount paid by the paying customer in relation to the booked ticket will be refunded to the paying customer (subject to the relevant supplier of travel services’ terms and conditions and the provisions of previous paragraph of these terms and conditions). Any airline costs/charges associated with the cancellation will be deducted from the refund due to the paying customer. STA Travel will not charge a cancellation fee in these circumstances.
IF YOU HAVE A COMPLAINT
If you have a problem during your holiday, please inform the relevant supplier of travel services (e.g. your hotel or airline) immediately. Should they be unable to resolve the matter, please contact us in the UK, either through the office where you made your arrangements, or through www.statravel.co.uk/customer-services.htm. If you fail to contact us, we will not be able to investigate your complaint and rectify any error whilst you are away and this may affect your rights under this contract. We are a member of ABTA (membership number V1958) and operate according to ABTA’s Code of Conduct. ABTA can also offer you an arbitration scheme for the resolution of disputes involving us or another ABTA member. Further information can be found at www.abta.com.
PASSPORTS, VISA AND IMMIGRATION REQUIREMENTS
It is your responsibility to fulfill the passport, visa and other immigration requirements applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility if you are unable to travel due to not complying with any such requirements. INSURANCE Travel insurance is an important part of your arrangements. You should take out adequate insurance for the duration of your journey. Travel insurance is a mandatory element of some travel arrangements. We can arrange travel insurance for you and provide you with a quote and answer any queries you may have regarding the insurance we can offer.
TRAVEL ADVICE AND VACCINATIONS
British Citizens should refer to the travel advice posted by the Foreign and Commonwealth Office at www.fco.gov.uk for all the countries you intend to visit. You should take advice about the health precautions you need to take prior to departure.
Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged necessary vaccinations for your itinerary. Information on health and any vaccinations required to travel is available from your GP and on the Public Health England website: www.gov.uk/government/organisations/public-health-england.
Alternatively, the STA Travel Clinic offers a full range of travel vaccinations, anti-malarials and expert advice as well as other services for your travel health needs. Locations, open hours and cconsultation appointments can be viewed/booked online at: www.statravelclinic.co.uk/.
It is your responsibility to behave in a reasonable and responsible manner over the course of your travels, including abiding by any local laws and bi-laws. We reserve the right to immediately cancel any travel arrangements in the event of unruly behaviour towards airline/ hotel / supplier representatives or other guests and you will be liable in full for cancellation charges and the costs of purchasing replacement accommodation and air tickets.
EU NOTICE REQUIREMENTS
Under EU law (Regulation (EC) 2111/2005), we are required to bring to your attention the existence of a ‘Community List’, which contains details of air carriers that are subject to an operating ban within the EU. The Community List is available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm. We are also obliged to notify you of the airline(s) to be used in your booking. For details please see your booking confirmation or itinerary. You will be notified if any carrier changes as soon as possible and in all cases at check-in or at the boarding gate. Please note that a change of carrier is not considered to be a significant change to your arrangements.
Under EU law (Regulation (EC) 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. Details of these rights will be publicised at EU airports and will also be available from your airline. The airlines are responsible for compensating you in these circumstances. Please note that, if affected flights comprise part of a Package arranged on your behalf, any reimbursement from the airline under these regulations will not automatically entitle you to cancel and/or obtain a refund of your Package cost from us. Further information about your rights is available from the CAA www.caa.co.uk.