Booking Terms and Conditions
Booking Terms and Conditions
The services on this site are made available for booking by Flightbookers Limited (company number 01616788, registered office at 5th Floor, 140 Aldersgate Street, London, EC1A 4HY, VAT number 381 8626 26) trading as ebookers.com (referred to as “ebookers” “us” or “we” in these Terms and Conditions). The booking contract between customers and ebookers comes into force as soon as ebookers provides written confirmation of a booking to customers by email.
1. CHANGES AND CANCELLATIONS
1.1 Changes and cancellations – by you
a) You must call us on 0203 320 3320 to change or cancel your trip. All changes are subject to availability, limitations and restrictions of the relevant airline, hotel or car provider (the “Supplier”).
b) The refundable portion of your purchase price (if any) will be refunded to you and to the extent we are refunded by the Supplier, we shall pass this refund onto you.
c) If you want to cancel or change your booking the payment card fee charged at the time of booking will not be refundable.
d) If the cancellation means that the Supplier charges a cancellation charge (which in some cases can be 100% of the booking value) or if the change means that the cost of your booking has increased (if, for example, you wish to upgrade to a more expensive hotel), you will need to pay such extra charges or costs in addition to ebookers' charges set out below.
e) If you wish to change or cancel any part of your booking, an ebookers administration fee will apply.
Please see the table below for specific ebookers fees applicable to your bookings:
Change: £10 per passenger
Cancel: £25 per passenger
Low Cost Flights
For changes or cancellations, please contact the relevant airline directly
Change: £20 per booking
Cancel: £20 per booking
Cancel: the lesser of either the value of the cancelled ticket(s) or £10 per cancellation transaction
Cancel: £25 per booking
Packages Incorporating a Low Cost Flight
1.2 Cancellations on hotel bookings
Your chosen hotel will typically have its own cancellation policy which we will display to you on the trip details page before you book. If there is a cancellation fee payable, it will apply a 'per room' and not 'per booking' cancellation fee. ebookers will pass on to you any such policies or charges that the hotel has imposed in relation to cancellation. In the absence of the hotel having its own policy, the cancellation fee charged by ebookers will be Non-changeable. For retail hotel, where it's indicated that you will pay your hotel bill directly to the hotel, there is no ebookers cancellation fee applicable.
1.3 Cancellations and amendments on low cost flights
The cancellation and amendment terms of low cost flights are the applicable terms of the airline. You should contact the airline direct to cancel or make amendments to low cost flights. Usually fares for low cost flights are non-refundable. In the event that you decide to cancel your low cost flight, our booking fee and any amendment charges are non-refundable. If the reason for your cancellation is covered by the terms of any insurance policy you have purchased, you may be able to reclaim any applicable non-refunded fares or cancellation charges from the insurers.
1.4 Cancellation and amendments on car rental
Please refer to the applicable Supplier’s terms and conditions for cancellation charges and other important terms and conditions relevant to your booking.
1.5 Cancellation on Rail Tickets
Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. The ticket types are visible during the booking process and the terms and conditions by ticket type are also available in the customer service section on ebookers.com.
1.6 Cancelling your insurance policy
All insurance premiums are payable in full at the point of sale and are sold incorporating a 14 day cooling off period after which time some policies may be non-refundable. The 14 day cooling off period only applies if you have not travelled or made any claim under the insurance policy. It is your responsibility to check the specific terms of the insurance policy at the time of purchase.
1.7 No show
If you have a booking for any of our products or services, including flights, car hire, accommodation and packages, but you do not show up to check-in, collect the car or otherwise do not avail yourself of such product or service, you will not be entitled to any refund from us. You will, however, be entitled to a refund of any departure tax you may have paid for your flight (excluding low cost flights).
1.8 Changes and cancellations – by us or the supplier
a) Occasionally we may have to make changes to your booking. Most of these changes will be minor and we will advise you of the change as soon as we are able to before your journey commences. If there is a significant change, which is not due to an event beyond our control, you will be offered a choice of an alternative comparable trip (if available) or a refund. If the reason for the significant change to the booking is due to an event beyond our control (as described below) we will not be liable to offer you any compensation. “Significant changes” are normally regarded as:-
i) A change in your UK departure airport (excluding a change between Heathrow, Gatwick, Luton, Stansted and London City Airports);
ii) A change of more than 12 hours in your departure time from the UK;
iii) A change in your resort area overseas; or
iv) A change of accommodation to a lower classification than that which you have booked
b) Should your flight be cancelled, your rights and remedies will be governed by the airline's conditions of carriage. As a result you may be entitled to: (i) carriage on another flight with the same airline without additional costs; (ii) re-routing to your destination with another carrier without additional costs; (iii) receiving a full refund; or (iv) some other right or remedy.
c) In case of an obvious error (including any error in electronic labelling, error in data entry, error of calculation or clerical error) resulting in the display of a price which has obviously been displayed by mistake, we reserve the right to cancel your reservation, even if it was automatically confirmed by ebookers. You will be informed of this as soon as possible, to allow you to make a reservation at the correct price, if you wish to. In any case, you will not be entitled to claim compensation from ebookers on the grounds of the cancellation or the related costs, if any, that have been incurred due to an erroneous reservation which has been cancelled
d) We reserve the right to cancel your booking in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you using the email address you provided at the time of booking or your bank. In the event we are not able to contact you or your bank, we may cancel your booking with no liability whatsoever. In the unlikely event that your booking has to be cancelled, a full refund will be made of all monies previously paid to us to the person/s who originally paid for the booking.
1.9 Events beyond our control
These include: unusual, unforeseeable or unavoidable events beyond our control, the consequences of which could not be avoided even if all due care has been exercised including but not limited to war, threat of war, riot, civil disobedience or strife, government action, terrorist activity, natural or industrial disaster, fire, adverse weather conditions, level of water in rivers or floods, closure of airports and may also include industrial dispute involving third parties, technical or maintenance problems or unforeseen operational decisions of air carriers such as changes of schedule or any failure in the information technology infrastructure (including but not limited to our website) or failure in internet connections. Except where otherwise expressly stated in these booking conditions we regret that we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by reason of such events beyond our control.
2. AIR/FLIGHT BOOKINGS
Some airlines offer only electronic confirmation of your reservation, or 'e-ticketing', on certain routes. We cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. You can ensure your e-tickets get to you by adding ebookers.com to your ‘safe list’. You must notify us immediately if you change your email address or contact telephone number after making a booking with ebookers. In addition, please check that the name on your passport matches the name on your ticket and/or booking confirmation. It is your responsibility to advise us if you have not received your e-ticket confirmation.
2.2 Low cost flights
a) Low cost flights are identified on our site by the logo or the words “Low Cost” shown for relevant flights prior to flight selection.
b) If you book a low cost flight with us, we will make the booking on your behalf and your contract for your low cost flight will be additionally subject to the airline’s booking terms and conditions as well as their conditions of carriage. You will receive two booking confirmations by email, one from the airline and one from ebookers. The reference received from the airline is required for check in.
c) It is your responsibility to ensure that all details of the booking are correct before proceeding. For any changes or cancellations, please contact the airline directly, quoting your reference.
d) Our booking fee for low cost flights will be debited from you at the time of booking. We shall dispatch a confirmation invoice to you which shall confirm your booking with the airline and the airline will debit payment from you for the fare and taxes.
e) Additionally we must inform you that most low cost airlines charge a payment card fee, which will be notified to you immediately prior to purchase. All charges, including the payment card fees, may be in another currency (e.g. EUR), which we will provide an estimate for in GBP. The actual amount charged may vary due to differing exchange rates. Low cost airlines may also charge additional fees for checked baggage and for in-flight food and drink. Full details are available when making your reservation by clicking on the checked baggage and in-flight food and drink link.
2.3 Flying times
a) In your itinerary from ebookers, flight times are given for guidance only. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time.
b) Unless your flight is purchased as part of a package, we are not liable if there is any change to a departure/arrival time previously given to you or shown on your ticket or for any other alteration to your flight by the relevant airline. Also, please note that where a sector of a flight itinerary is not utilised without contacting the carrier directly any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred. It is for this reason that you are required to reconfirm your flights with the airline in accordance with the airline's applicable reconfirmation deadline. For all air travel it is your responsibility to check the departure and arrival times of your flights at the time of travel.
c) We are unable to make any special arrangements for you if you are delayed as these matters are at the sole discretion of the airline concerned. Please note that the times shown on your ticket or itinerary are the departure times of the flight. Check-in times, as advised by the carrier or in the airlines’ timetable are the latest times at which passengers can be accepted for travel, allowing the necessary time to complete all formalities. Flights cannot be held up for passengers arriving late and no responsibility can be accepted by us or the airline in such cases.
2.4 Seat requests
We have no control over the airlines’ allocation of seats and so, if you have particular seat requests, you should check-in at the airport as early as possible. We cannot guarantee that these requests will be met.
2.5 Direct flights
Please note that a flight described on your flight ticket as "direct" will not necessarily be non-stop. A flight that is described as direct is one where there is no need to change aircraft during the journey.
2.6 Pregnancy and children
Some airlines refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. Please check with the airline concerned as their rules may vary and also consult your doctor. Infants must be 6 weeks old or more to travel by air and must either sit on an adult's lap or occupy an infant seat. Please contact the airline you are travelling with for details of appropriate seats. Generally children aged 2 years or more must occupy a seat. A child must be under 2 years of age on the date of their return flight to be entitled to the infant fare level which is usually 10% of the International Air Transport Association’s (or IATA's) published fare.
2.7 Government imposed taxes, fees and charges
The price of your flight may include taxes, fees and charges which are imposed on air transportation by government authorities. They may represent a significant portion of the cost of air travel and are either included in the fare or shown separately on your ticket. You may also be required to pay taxes or fees or other charges not already collected, for example, it is not always possible to include all departure taxes on your ticket(s). In some cases departure taxes must be paid by you locally to the Government of the country you are departing from and are therefore non-refundable by us.
2.8 Community list
In accordance with European regulations 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 European Community. The Community list is available for inspection at http://ec.europa.eu/transport/air/safety/flywell_en.htm. We reserve the right to change your airline in the event that the airline is blacklisted under the EU regulations. 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.
You will usually be permitted a free checked baggage allowance and a free cabin baggage allowance, the limits of which may differ by airline, class and/or route. The amount of checked baggage you are allowed depends on your class of travel/destination. Several leading carriers have now introduced additional charges for checked baggage on either a piece or weight basis. Full details of each carrier’s baggage policy and any applicable fees can be found by following the links below What should I know about check in baggage?. It is recommended that cabin baggage is kept to a minimum. Extra charges may apply for checked baggage in excess of the permitted allowance. Please ask the airline for more specific information as these rules vary from time to time. You can refer to www.iata.org/bags for information and links. For safety reasons dangerous articles must not be packed in checked or cabin baggage. Restricted articles include, but are not limited to, compressed gases, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidising materials, poisons, infectious substances and briefcases with installed alarm devices.
2.10 Denied boarding, cancellation or flight delays
Under European law 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 publicised at European airports and will also be available from airlines. However reimbursement in such cases is the responsibility of the airline. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061 or at the website www.auc.org.uk.
2.11 IATA TERMS AND CONDITIONS
We are also members of IATA and all flights booking on the website are subject to IATA terms and condition which are incorporated by reference. IATA’s E-ticketing Notices which set out the liability of air carriers and define the passenger rights and obligations with regard to denied boarding, baggage, check-in times and the transport of dangerous goods, can be found here http://www.iatatravelcentre.com/ticket/.
2.12 Additional Charges
Airlines may also charge additional fees for in-flight food and drink. The amount of checked baggage you are allowed depends on your class of travel/destination. Several leading carriers have now introduced additional charges for checked baggage on either a piece or weight basis. Full details of each carrier’s baggage policy and any applicable fees can be found by following when making your reservation by clicking on the checked baggage and in-flight food and drink link
3. HOTEL/ACCOMMODATION BOOKINGS
3.1 Additional taxes and local charges
a) Certain of our hotels will require an additional charge to be paid locally (e.g. a resort fee) at the time of check in or check out. Please note this amount is in addition to the amount shown during the booking process under the 'total booking cost' amount. If applicable, such amount will be estimated on the trip details page in the 'pricing summary section.
b) Please also note that there may be taxes levied abroad but not paid at the point of purchase that are payable in relation to your hotel booking e.g. local taxes, sales tax etc. Any local taxes will be payable by you directly to the hotel at the time of check-in/checkout.
Where we are unable to confirm the initial requested accommodation, we will call you to inform you of the details of alternative accommodation or lack of availability. At that time you will have the option to accept the alternative accommodation or get a refund of the total monies paid to us by you for your original booking.
3.3 Merchant/Retail hotels
We sell hotel reservations in two different ways:-
i) as merchant hotel reservations where we take payment directly from you at the time of booking confirmation; and
ii) as retail hotel reservations where your hotel bill will be payable upon check-in/check-out directly to the hotel. You will be advised of all such amounts during the booking process.
3.4 Star ratings
Star ratings are used to symbolise the overall quality, level of service, food standard and range of facilities available in any given hotel property. The criteria applied within each country will vary depending on the specific requirements established by the relevant issuing body and are provided to you for information purposes only. They are not a guarantee or warranty of any kind by ebookers.
3.5 Hotel policies
Please read the detailed description of the hotel for other hotel policies applicable to your stay. You must be at least 21 years of age to check into Las Vegas hotels.
3.6 Hotel facilities
Please note that the hotels booked by us for you are not exclusive to ebookers. We are not responsible for any limitation in facilities because of other hotel guests or their activities. ebookers does not take responsibility for hotel content (including images, facility listings, etc.) displayed on our website. Hotels may change facilities and property features without prior notice to ebookers and it is the customers’ responsibility to confirm facilities directly with the hotel at the time of travel.
3.7 Map/Distance disclaimer
Please note that the information as to the distance from the city centre and the location of the hotel on the maps provided is for indicative purposes only. If a customer requires the hotel to be within a certain distance from the city centre or near a particular location, the customer should contact the hotel in question prior to booking.
4. CAR HIRE BOOKINGS
4.1 Minimum Age
All Suppliers have a minimum age to be able to rent without incurring any extra charges, this is normally 25 years and above. Drivers between the ages of 21-24 years where it is permitted by a Supplier to rent a vehicle, will always incur an extra surcharge which is payable locally, is subject to tax and is non-refundable. These fees can range from 10.00 euros a day in Europe and from US$25.00 to US$50.00 US in the United States. Once you have selected your car please read the car rental rules where you will be able to find the amount payable.
4.2 Maximum Age
There are very few locations, which have an upper age limit. These can vary from the age of 60 years upwards. If you are over the age of 60 years it is your responsibility to check with the Supplier for eligibility. If you fail to check and you are over the age limit you may not be given the car.
4.3 Rental Deposit
Rental agencies only accept credit cards for securing your deposit at the rental location. You must use a credit card and it must be the driver’s credit card. We will not be liable for any compensation or otherwise if you do not have a credit card at the time of collecting your car and are refused rental by the Supplier.
4.4 Driving Licence
A valid driving licence is required for all drivers. The licence must be valid at the time of rental and remain valid throughout the rental period. We will not be liable for any compensation or otherwise if you fail to show a valid driver’s licence to the Supplier and are refused rental.
4.5 British Licence Holders
If you have the new photo id licence you must take the paper counterpart as well. If you do not present both the card and the counterpart you may not get the vehicle. If your licence is written in Chinese, Russian or any ‘picture’ script then you will need to obtain an international driver’s permit before you travel from your country of residence. This cannot be obtained in the United Kingdom.
4.6 Excess Waiver
Although our rates are fully inclusive there is always an excess to pay. This means in the event off accident/damage or theft, the driver will be expected to pay the first part of the claim. This can vary depending on the car you hire and the destination you are travelling to.
4.7 Early Return of Your Vehicle
The rental rate is calculated based on the return time agreed when picking up the vehicle. If the vehicle is returned earlier than originally planned, you will not receive any refund.
4.8 Late Return of Your Vehicle
The rental rate is calculated based on the return time agreed when picking up the vehicle. If the vehicle is kept longer than originally planned, you may be liable for an overcharge.
4.9 Rental Agreement
The rental agreement is given to you to sign when you pick up your vehicle. This has all the information about your rental. It is your responsibility to check this document carefully before you sign it and keep a copy. ebookers will not be liable in relation to any breach of this agreement.
4.10 Child Safety Seats
Children from the age of 3 years to their 12 years or up to 135cm in height (whichever is attained sooner) must be restrained in a suitable seat in the rear of the vehicle. The law states that it is the responsibility of the driver of the vehicle to comply.
4.11 Extras and charges
For car hire any optional extras e.g. child seats or additional insurances are only payable locally and will be subject to VAT or local Goods and Services taxes. A full list of exclusions which are payable locally or are not included in the rate displayed is available when making your reservation by clicking on the more car details link.
5. RAIL BOOKINGS
A ticket that has been issued to you is evidence of a contract between you and the railway operating company whose trains you have the right to use under the contract. If the ticket authorises use of the trains of more than one railway operating company, it evidences a separate contract between you and each of those railway operating companies for each relevant railway service it provides or, where the conditions of carriage of the relevant railway operating companies so specify, a contract for successive railway services operated by one or several railway operating companies. Each contract consists of the conditions of carriage of the railway operating company taking part in the performance of the contract and the specific data indicated on your ticket. Please refer to those other railway operating companies for details of their conditions of carriage.
5.2 You need a valid ticket to travel
You must hold a valid ticket or authority to travel on any train services offered. Any required alterations to the class or ticket type must be made and paid for before your journey commences. If you travel without a valid ticket, or in the wrong class, or on a discounted ticket for which you are ineligible, you may be charged on the basis of the full fare applicable to the train, journey and class in which you are travelling as at the date of your journey. A refund may be available on the original ticket held depending on the ticket type. We cannot refund lost or stolen tickets.
5.3 Issue of tickets
We offer a range of methods for you to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets. We will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.
a) Self-service ticket machine: You will need the card you paid with when booking.
b) Royal Mail Special Delivery: Tickets are tracked and insured, a signature is required on delivery.
c) First class post: First class post is not recorded so there is no way to track your ticket delivery.As we cannot be held liable for tickets lost or delayed in the postal system we would always recommend opting for ticket collection in the first instance, then Special delivery where ticket collection is not possible to avoid any problems with lost in post tickets.
5.4 Conditions on which tickets are issued
Tickets are issued subject to these terms and conditions, the Regulation (EC) No 1371/2007 on Rail Passengers’ Rights and Obligations (“PRR”) and the Uniform Rules for the Contract of International Carriage of Passengers by Rail (“CIV”)(as far as they are applicable), applicable laws and regulations, all safety and other regulations applicable to travel including any restrictions or conditions applicable to the fare type purchased. Where we issue tickets, we do so as agents for the providers of those services and the conditions of carriage of that provider apply to your use of its services. If your ticket entitles you to obtain any goods or services from another person, your ticket is also subject to the conditions set out in the notices and other publications issued by that person. We reserve the right not to offer certain types of ticket, or tickets to particular destinations, and to restrict the availability of certain fares.
5.5 National Rail Conditions of Carriage
The National Rail Conditions of Carriage (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. View the National Rail Conditions of Carriage. The National Rail Conditions of Carriage entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.
5.6 Tickets for specific times
We take all reasonable measures to ensure that the times and fares quoted on our site are correct. However, we cannot guarantee that all of the information on our site (including times and fares) is correct, as our source data is provided from a third party. Where we become aware of an error, we will take reasonable measures to rectify it. Tickets are only valid for travel on the date and on the train displayed on the ticket. If you board any train other than the one specified on your ticket you will have to pay the full fare applicable to the train, journey and class in which you are travelling. No railcard or railpass reductions will be allowed. A refund may be available on the original ticket held depending on the ticket type. Before departure you will receive your tickets together with an itinerary. However, in the case of late payment and/or late bookings, tickets may need to be collected at the Railway Station as indicated during the booking process. Please ensure that you check the train timings on your tickets carefully. We will not be liable to pay any compensation if we are forced to cancel or in any way change your itinerary as a result of situations outside our control which neither we nor our suppliers could foresee or forestall even with all due care. We are not responsible for any delays, cancellations, or other disruptions to train services and we do not set any of the terms and conditions, including eligibility for refunds, of the various ticket types.
5.7 Changes, cancellations and refunds
Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. The ticket types are visible during the booking process and we recommend you ensure you are buying a ticket which meets your requirements. The terms and conditions by ticket type are also available in the customer service section on ebookers.com. If you have any questions about changing or cancelling your tickets, or if you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 0203 538 2429. In the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.
5.8 Compensation and Refunds for delayed or cancelled journeys
If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. If the train company allows us to issue this refund on their behalf, then we shall do so. If not, we will provide you with the contact details of the relevant train company and you will need to make a claim directly with the train company concerned. Unfortunately we are not permitted to issue compensation or refund tickets for cancelled/disrupted journeys unless the relevant train company gives us permission to do so. Please see Clause 5.5 for a link to the National Rail Conditions of Carriage.
5.9 Disabled customers
Because of the nature of destinations, many lack even the simplest facilities such as ramps for wheelchairs, lifts etc. You should confirm any special accommodations in advance of travel. Please refer to the National Rail Information for Disabled Passengers site for further details.
6. PACKAGE AND FLIGHT PLUS BOOKINGS
6.1 Package bookings
Where you book a package with us, your booking will be covered by the provisions of the Package Travel, Package Holidays and Package Tours Regulations 1992 in addition to these Terms and Conditions. A ”package” is a pre-arranged combination of at least two of the following: (a) transport (b) accommodation or (c) another tourist service forming a significant part of your booking where those two or more components are sold to you as a whole at the same time by us at an inclusive price. Each travel service forming the package (e.g. Hotel, Flight or Car Rental) is subject to the relevant sections in these Terms and Conditions for that travel service.
6.2 Your Financial Protection - Air Travel Organiser’s License (ATOL) protection
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.
a) ATOL is a financial protection scheme managed by the Civil Aviation Authority (“CAA”). ebookers is required by law to hold a license called an Air Travel Organiser’s Licence (“ATOL”). Our ATOL number is ATOL 2562. In the unlikely event of our insolvency, the ATOL scheme will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking, if you have booked either of:
(1) an air holiday package (“ATOL Package”); or
(2) a flight and related car hire or accommodation booked on the same calendar day, the day before or the day after the booking of the flight (a “ATOL Flight Plus”), where the ATOL Package or ATOL Flight Plus booking contains a flight departing from United Kingdom to a non-United Kingdom destination.
For further information, visit the ATOL website at www.atol.org.uk.
b) We, or the suppliers identified on your ATOL Certificate, will provide you with the Services listed on the ATOL Certificate (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).
c) 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.”
7. BEST PRICE GUARANTEE
7.1 Customer refund
The Best Price Guarantee is available to any customer who makes a qualifying booking through on our site. If you find a lower rate online, we will refund the difference in price after you have completed your travel. The following specific terms and conditions apply:
a) Flights: The claim must be based on a like for like comparison of the same airline, flight timings, same class as those services as those offered by ebookers (e.g. inclusive of service charges and taxes) and be for the same dates as actually booked. The flight at the lower price must be available immediately by an online booking to the customer; and a screen shot proof (or similar) of the lower price offer needs to be done the same day, latest 2 hours after having made your booking on ebookers. The screen shot must show the following elements: detailed price, airline, travel dates, destination, flight timings, flight class, type of passenger, number of passengers, date and hour of comparison.
b) Hotel accommodation: The claim must be based on a like for like comparison of the same type of room and occupancy in the same hotel, the same services as those offered by ebookers (e.g. inclusive of service charges, taxes and breakfast) and be for the same dates as actually booked. The accommodation at the lower price must be available immediately by an online booking to the customer. "On Request" rooms are excluded and the accommodation at the lower price must not be a special offer price, discounted due to frequent flyer mileage credits, a promotional price or part of a package.
c) Car Rental: The refund must be claimed within 48 hours of the time of booking and at least 72 hours prior to the date of your pick-up. Only prices from online travel retailers will be matched. The car rental at the lower price must be offered by a bonded travel agent or car hire company. The claim must be based on the following like for like comparison elements: same car hire company, same type of car, same dates, same pick-up and drop-off locations and same inclusions as those offered by ebookers. The car hire at the lower price must be available immediately by an online booking to the customer. "On Request" cars are excluded. A screen shot proof (or similar) of the lower price offer needs to be done the same day, latest 2 hours after having made your booking on ebookers. The screen shot must show the following elements: detailed price, car hire company, type of car, dates, pick-up and drop-off locations, price inclusions, date and hour of comparison. The car hire at the lower price must not be a special offer price, discounted due to frequent flyer mileage credits and any membership card, or part of a package.
d) Packages: Only prices from online travel retailer’s websites will be matched at the lower price. The package at the lower price must be offered by a bonded travel agent; and the claim must be based on the following like for like comparison elements: same travel dates, same itinerary, same airline (charter flights are excluded), same timetable, same flight class, same passenger type (e.g. adult, child or infant), same number of passengers, same hotel, same room type, same occupancy, same dates and same inclusions as those offered by ebookers (e.g. inclusive of service charges, taxes and breakfast). The package at the lower price must be available immediately by an online booking to the customer. "On Request" bookings are excluded and a screen shot proof (or similar) of the lower price offer needs to be done the same day, latest 2 hours after having made your booking on ebookers. The screen shot must show the following elements: detailed price, airline, travel dates, destination, flight timings, flight class, type of passenger, number of passengers, hotel name, arrival and departure date, room type, occupancy, date and hour of comparison. The flight and hotel package at the lower price must not be part of a promotion and the Best Price Guarantee only applies to hotel and flight packages booked in a single booking as a package.
7.2 General Best Price Terms and Conditions
In respect of all Best Price Guarantees the following general terms and conditions apply:
i) ebookers fair and exhibition periods are excluded; and
ii) ebookers must verify the claim to their reasonable satisfaction; and
iii) the lower price must be offered in the same currency as that of the booking with ebookers; and
iv) in order for a refund to be considered a booking has to have already been placed on the ebookers site; and
v) this Best Price Guarantee does not apply to bookings for groups of more than nine (9) people.
vi) ebookers will not be liable for the payment of any refunds under the Best Price Guarantee with respect to rates loaded in error by ebookers or its Suppliers or any printing, typographical, administrative or technological errors in any materials relating to in any materials relating to rates backed by the Best Price Guarantee.
7.3 Best Price Claims Process
To make a Best Price Guarantee claim, send an e-mail to email@example.com with the following information:
i) Your ebookers booking reference number; and
ii) Company name and web address of other online retailer; and
iii) Details with screen shot proof of price offered by other online retailer.
We will review your request and contact you via e-mail within two business days. If you are eligible for a price refund we will credit the card used to make the booking. ebookers reserves the right to modify or cancel any or all of its Best Price Guarantees at any time.
8. GENERAL BOOKING TERMS AND CONDITIONS
When you use our website to make a booking, you will need to provide us with credit or debit card details in order to cover the full cost of your trip. You may have multiple charges for the travel service, totalling the amount quoted for your booking. You authorise us or an authorised third party to take full payment for the total amount of your purchase. Please note that you may be required to present your payment card at the time of check-in, rental or pick-up to provide confirmation of authorised card use or to secure any additional charges.
The price of each product or service is regularly reviewed and may go up or down. Promotional or discounted offers on this site are provided at our discretion. All offers are subject to availability and may be withdrawn at any time.
8.3 Booking fees
We will charge you for any additional handling fees incurred by us in respect of payment through a debit or credit card and in addition to the price of your trip, there will be a booking fee payable per person. All such fees will be highlighted to you during the course of making your booking.
8.4 Bookings for others
When you make a booking, you guarantee that you have the authority to accept, and do accept these conditions on your behalf and on behalf of all members of your party and, further, if you are making a booking for more than one person, that you are responsible for all payments due from each and every party member for whom you are making a booking. It is your responsibility to ensure that any information which is given to you by us or any of our employees or Suppliers is passed onto all members of your party. Any information which we give to you shall be deemed as given to each and every party member for whom you are making or have made a booking.
8.5 Booking confirmations and tickets
You should ensure that you travel with your booking confirmations, e-tickets and any other travel documentation (including your passport and relevant visa) at all times. We will not be liable should any Supplier not provide you with the booked product or service if you do not produce such documentation.
8.6 Special assistance
If you are disabled or incapacitated or of limited mobility or require special assistance for any reason, we require that you notify us at the time of making your booking. If these requirements change before your trip you must inform us. We will not subsequently be liable to you for any losses you may incur in the event that we or our Suppliers are unable to accommodate your requirements.
8.7 Special requests
Please advise us of any special requests and we will pass these on to the relevant Supplier. However, we cannot guarantee your special request as we do not have any direct control over the manner in which the services are provided.
8.8 Pre-travel advice
The Foreign and Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check whether or not such information has been issued on BBC (Ceefax) page 470 or on the internet under the address www.fco.gov.uk/knowbeforeyougo prior to travelling. For IATA travel advice regarding matters such as customs, currency and airport information, please see http://www.iatatravelcentre.com/.
8.9 Passport, visa and health information/requirements
a) The information in this section is valid for British Citizens only. Non-British Citizens (including: citizens of British Dependent Territories; those who hold their citizenship by virtue of a connection with Gibraltar; British subjects who have a right of abode in the United Kingdom; and EC and other nationals) should consult the Embassy of their destination country and the Home Office Immigration Department regarding any special documentation for the countries they are visiting or for return to the UK. It is your responsibility to check with the applicable Embassy or Consulate to see whether the destination(s) that you are visiting requires a visa, especially if you do not hold a passport marked "British Citizen". If you fail to do so, you will be solely responsible for any cost, loss or damage which you or we incur as a result of your failure.
b) It is also important to remember to include all transit points of your journey, which may also require you to obtain a visa. Please note that many countries require that your passport is valid for six months beyond the period of your stay. Some countries apply different rules and you should contact the Embassy or Consulate of your destination for relevant current information.
c) It is vital that you ensure that your passport is legible and intact, any sign of damage could result in a refusal of carriage or entry into your country of destination. If you hold a UK passport and require information in respect of the validity of your passport, procedure and time required to apply for a passport or renew an existing passport, the regulations in respect of minors, or if your passport has been lost or stolen, you can contact the UK Passport Service help line on 0870 521 0410 or on the internet at www.ukpa.gov.uk
d) It is your responsibility to obtain the appropriate visa for your destination(s) and any applicable transit point. If you require information in respect of current visa requirements, procedure and time required to apply for the applicable visa, you should contact the Foreign and Commonwealth Office. Their telephone number is 020 7008 8438 and their website address is www.fco.gov.uk. Please note that specific requirements for specific countries can be complex and subject to change at short notice.
e) Children not already included on a valid British passport will need to hold their own passport if they are to travel abroad. Children who were included on a passport before 5 October 1998 may continue to travel with the passport holder until: The child reaches the age of 16 years; or The passport on which the child is included expires; or The passport on which the child is included is replaced or an amendment results in the issue of a new passport
f) The name on the passport must match the name on the ticket, otherwise you may not be able to travel and insurance may be invalid. If, after booking a holiday but before travelling, any member of your party changes their name, e.g. as a result of getting married, we must be notified immediately so that we can endeavour to make the necessary changes to your holiday documentation.
g) If you are travelling to or via the United States and if you come from a country that is part of the Visa Exemption Programme, from 12 January 2009 the Electronic System for Travel Authorization (ESTA) replaces the form that has until now been completed on the plane.
h) If you travel to the USA from 12 January 2009, it is essential that you complete and print the ESTA form before you travel in order to receive travel authorization.
i) You must take this travel authorization with you when you travel. If you do not have this document or if it is invalid, the airline may refuse to allow you to board the aircraft.
j) The form must be filled out at the latest 72 hours prior to departure, but it is recommended that you complete it as soon as you plan your journey.
k) This procedure applies to adults and children (whatever their age). The information requested includes passport number and country of residence.
l) In most cases, electronic travel authorization is granted online almost immediately by specifying "authorization approved". It is valid for a period of two years or until expiry of the passport. For further information, please click on the Visa Exemption Programme (PDF) link.
m) You should seek advice on any vaccinations and precautions that may be compulsory or recommended from a health professional – a GP, practice nurse, pharmacist or travel health clinic – ideally at least 8 weeks before you travel. Further travel advice can be found on www.fitfortravel.scot.nhs.uk and www.nathnac.org. Information about how to get medical treatment abroad and how to get reduced cost, and sometimes free treatment in Europe can be found in the NHS leaflet “Health Advice for Travellers”.
8.10 Insurance cover
a) If you have provided your date of birth as a part of requirements pertaining to your booking, you agree that we may use this information for the limited purpose of validating that we have provided you with the correct insurance policy. If you have purchased a travel insurance product from us, your purchase will be subject to the Insurance terms and conditions which are accessible from the 'Agree and Purchase' page which are incorporated into these Booking Terms and Conditions. If you do not agree to these terms and conditions, you should not purchase the travel insurance product.
b) We recommend that you take out suitable travel insurance to cover (as a minimum) the costs incurred if you cancel your trip, the cost of emergency medical assistance, including repatriation, in the event of an accident or illness whilst you are abroad and it is your responsibility to ensure the insurance you purchase is suitable and adequate for your particular needs. It is your responsibility to comply with the insurance company’s requirements and your duty to disclose to the insurance company all relevant information e.g. pre-existing illnesses.
8.11 If something goes wrong
a) If a problem occurs whilst you are abroad, you must inform the relevant Supplier. If the Supplier cannot resolve the problem to your satisfaction, you should contact us on 0871 223 5000 so that we are given the opportunity to help. If your complaint is not resolved at the time, you must notify us at the earliest opportunity and write within 28 days of your return to our Customer Services Manager at ebookers, 5th Floor, 140 Aldersgate Street, London, EC1A 4HY quoting your original booking reference and giving all relevant information. Failure to notify us within this time period may hinder our ability to resolve your complaint and/or investigate it fully and, as a consequence, any right to compensation that you may have could be prejudiced.
b) Please note that this section does not apply to low cost flights. If a problem occurs with a low cost flight you should inform the airline as your contract is with the airline (as explained in paragraph 66 a) above).
8.12 Your behaviour
a) It is your responsibility to ensure that you and the members of your group do not behave in a way which is inappropriate or causes danger, distress, offence or damage to others or which risks damage to property belonging to others (including but not limited to drunkenness and air rage) whilst on your trip.
b) If, in our reasonable opinion or that of our Suppliers, your behaviour is inappropriate and causes danger, distress, offence, or damage to others, or risks damage to property belonging to others, we and/or our Suppliers (e.g. hotel managers, airline pilots) may take appropriate action in order to ensure the safety and comfort of our customers and their property and that of our Suppliers, including terminating your trip, in which case our and our Supplier's responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur necessarily as a result of such termination.
8.13 Our liability for your trip
ebookers acts as an intermediary only and accepts no liability whatsoever if the travel services booked are deficient, except for liability imposed in respect of package bookings under the Package Travel, Package Holidays and Package Tours Regulations 1992 and other mandatory legal requirements. With respect to package bookings:
a) we accept responsibility for ensuring that your package, which you book with us, is supplied as described on our website.
b) If any part of your package is not as described and/or is not of a proper standard, due to the fault of our employees, agents or Suppliers we will pay you reasonable compensation if this has affected the enjoyment of your travel arrangements up to a limit of three times the value of your booking. Subject to paragraph 8.14; 8.15 and 8.16 below, we accept responsibility for death, injury or illness caused by the acts and/or negligence of our employees, agents or our Suppliers, whilst acting within the scope of, or in the course of, their employment in the provision of your package.
c) If you are claiming compensation because your package is not as described and/or is not of a proper standard, you must follow our complaints procedure as specified in paragraph 8.11 above. Our liability in all cases shall be limited to a maximum of three times the cost of your package, and in calculating compensation for a deficiency in such bookings, we shall take into account all relevant factors including i) the price paid for your package ii) any steps it was reasonable for you to take to minimise the inconvenience /damage which you experienced and iii) the extent to which the deficiency or improper performance affected your enjoyment of the products.
d) Please note that we will not be liable to pay compensation for a deficiency in your package which does not result from any fault on our part or that of our Suppliers, is attributable to you or arose from circumstances, which were unusual or unforeseeable, and neither we nor our Suppliers (even if all due care had been exercised) could have anticipated or avoided.
8.14 Important notices on limits of liability
a) In respect of international travel our liability to you will be limited or excluded in the same manner provided by the relevant international conventions mentioned below. This means that our liability to you shall be limited to the actual engaged liability (if any) of the operating carrier or transport company which undertakes the relevant travel services.
b) ebookers is recognised as an organiser for travel and holidays only and, as such, does not control or operate any airline, shipping company or rail company. When you travel your journey may be subject to certain international conventions such as, but not limited to, the Warsaw convention and Montreal convention (in respect of international carriage by air), the Athens convention (in respect of international carriage by sea) or COTIF (The Convention Concerning International Carriage by Rail), as such conventions are amended or re-enacted from time to time (the "Conventions"). You agree that these Conventions will apply to you on that journey. Please click here to read these Conventions which are incorporated into these terms and conditions.
c) You agree that the operating carrier or transport company's own "Conditions of Carriage" will apply to you on that journey. When arranging this transportation for you, we rely on the terms and conditions and limits of liability contained within these international conventions and those "Conditions of Carriage". You acknowledge that all of the terms and conditions contained in those "Conditions of Carriage" form part of your contract with us as well as the transport company and that those "Conditions of Carriage" shall be deemed to be included by reference into your contract. These Conditions of Carriage are available on our website within the booking path. In addition, you can ask for copies of these international conventions or the "Conditions of Carriage" of the applicable operating carrier from our offices at ebookers, 5th Floor 140 Aldersgate Street, London, EC1A 4HY. Copies of the "Conditions of Carriage" of the applicable operating carrier are also available on the website of the relevant carrier.
8.15 Cruise, ski and package holidays bought through third parties
When you purchase holidays such as ski packages, sunny packages or cruises, you will be leaving the ebookers website and will be directed to our Suppliers’ website. The sale of such products will be governed by that third party’s respective terms and conditions. We are acting as an intermediary only and have no liability in respect of the products or services you purchase from that third party.
8.16 Events beyond our control
Except where otherwise expressly stated in these booking conditions we regret that we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by circumstances beyond our control as described in paragraph 1 above.
8.18 Telephone calls
We reserve the right to randomly record telephone calls to ensure that our customer service is constantly reviewed.
8.19 Third party rights
A person who is not a party to these terms and conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these booking terms and conditions. This paragraph does not affect any right or remedy of any person which exists or is available otherwise than pursuant to that Act.
8.20 Changes to terms and conditions
We may amend these terms and conditions at any time without prior notice. If we do amend these terms and conditions, the amended terms will be effective when posted on this website and you are deemed to have accepted the relevant changes.
8.21 Governing law
These booking terms and conditions shall be governed and construed in accordance with the laws of England and Wales and the courts of England and Wales shall have non-exclusive jurisdiction to adjudicate any dispute which arises thereto. Additionally your accommodation booking may also be subject to local laws, customs and sensitivities, which may change from time to time. We are not liable for any bookings which do not comply with such local laws, customs and sensitivities.
LARGER PRINT COPIES OF THESE CONDITIONS ARE AVAILABLE ONLINE OR ON REQUEST FROM
Customer Relations Department
140 Aldersgate Street