Barrhead Travel Service Ltd.
Booking Conditions and Your Key Rights. Update 13 January 2022


These Booking Conditions, together with our privacy policy http://www.barrheadtravel.co.uk/privacy-policy, and website terms of use (see www.barrheadtravel.co.uk , www.cruisedirect.co.uk, www.the-cruise-specialists.co.uk, www.flightsdirect.com, www.canadatravelspecialist.com
and any other written information we brought to your attention before we confirmed your booking, apply
to your booking with Barrhead Travel Service Ltd, a company registered in Scotland under company
number 57208, whose registered office address is at 85 Oswald Street, Glasgow, Scotland G1 4PA(“we”,
“us” or “our”). Please read this material carefully as it sets out our respective rights and obligations. In these
Booking Conditions references to “you” and “your” include the first named person on the booking and all
persons on whose behalf a booking is made or any other person to whom a booking is added or
transferred.
We act in the following capacities: (a) as a package organiser in our own right and (b) as an agent on behalf
of the supplier of your holiday or linked travel arrangements. Our obligations to you may vary depending
upon which arrangements you book with us, and whether we act as package organiser or as an agent.
These booking conditions include section A which contain the conditions which will apply to our package
bookings, section B which applies to agency bookings and linked travel sales and section C which applies
to all bookings.
For all bookings, by making a booking, the first named person on the booking agrees on behalf of all
persons detailed on the booking that:
(i) they have read these Booking Conditions, our website terms of use (for online bookings) and any
other written information we have brought to their attention before the booking was confirmed,
and have the authority to and does agree to be bound by them;
(ii) they have read our privacy policy and consent to our use of information (including personal
data)in accordance with it; and
Key points:
We act in the following capacities: as a package organiser in our own right (‘our’ package holidays)
and as an agent on behalf of the supplier of your holiday (e.g., a tour operator). Our obligations to
you may vary depending upon which arrangements you book with us, and whether we act as
package organiser or an agent.
These booking conditions consist of section A which contain the conditions which will apply to our
package bookings, section B which applies to agency bookings and bookings of linked travel
arrangements (where different types of travel services are booked for the same trip or holiday) and
section C which applies to all bookings.
(iii) they are over 18 years of age, resident in the United Kingdom and, where placing an order for
services with age restrictions, declare that they and all members of the party are of the
appropriate age to purchase those services.
SECTION A – ‘OUR’ PACKAGE HOLIDAYS
Definition of Package: A package exists if you book a 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: (a) transport; (b)
accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for
a significant proportion of the package.
Where you have booked a Package with us, we will accept responsibility for it in accordance with these
Booking Conditions as an “organiser”.
1 Booking and Paying For Your Arrangements
A booking is made with us when: (a) you tell us that you would like to accept our written or verbal
quotation; (b) you pay us the deposit we ask for at the time of booking; and (c) we issue you with a booking
confirmation following receipt of your deposit. We reserve the right to return your deposit and decline to
issue a confirmation at our absolute discretion. A binding contract will come into existence between you
Key points:
You enter into a contract with us when we issue our confirmation invoice. If you then cancel, there will be
cancellation charges. Initially this is your deposit, but after you’ve paid the balance of the holiday price,
charges rise and can go up to 100%.
You can make changes to your booking in certain circumstances. We make a charge for this. We can
change and cancel your booking. We’ll pay you compensation in certain circumstances.
We are responsible to you for providing your holiday but there are legal limits.
We are a Member of ABTA and we provide protection for your flight based Package holidays through our
Air Travel Operators Licence number 5346.
You have certain key rights under the Package Travel and Linked Travel Arrangements Regulations 2018
which can be found at http://www.legislation.gov.uk/uksi/2018/634/contents/made. These are set out at
the end of these Booking Conditions.
NB read the full terms below for more information and for other important rights and obligations.
and us as soon as we have issued you with a booking confirmation, which confirms the details of your
booking and which will be sent to you or your travel agent.
If your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that
agent) will issue you with an ATOL Certificate and a confirmation. Upon receipt, if you believe that any
details on the ATOL Certificate or confirmation or any other document are wrong you must advise us
immediately as changes cannot be made later and it may harm your rights if we are not notified of any
inaccuracies in any document within ten days of our sending it out (five days for tickets).
The balance of the cost of your arrangements (including any applicable surcharges) is due on the date
specified on your confirmation invoice prior to scheduled departure. If we do not receive this balance in
full and on time, we reserve the right to treat your booking as cancelled by you in which case the
cancellation charges set out in clause 5 below will become payable.
2 Pricing
We reserve the right to amend the price of holidays at any time before a booking is made with us and
correct errors in the prices of confirmed holidays. The price of your confirmed holiday is also subject to
variations in:
(i) transportation costs, including the cost of fuel;
(ii) dues, taxes or fees chargeable for services such as tourist taxes, landing taxes or embarkation or
disembarkation fees at ports and airports; and
(iii) the exchange rates used to calculate your arrangements.
Such variations could include but are not limited to cost changes which are part of our contracts with
airlines (and their agents), cruise ship operators and any other transport providers and would be calculated
on the basis of the revised costs charged under our contract with such parties. We will absorb and you will
not be charged for any increase equivalent to 2% of the price of your Package, which excludes insurance
premiums and any amendment charges and/or additional services or travel arrangements. 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
8% of the price of your Package (excluding any insurance premiums, amendment charges and/or additional
services or travel arrangements), you will have the option of accepting a change to another Package if we
are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of
lower quality you will be refunded the difference in price), or cancelling and receiving a full refund
of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional
services or travel arrangements. 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. Other than to correct errors in
late bookings, there will be no change made to the price of your confirmed Package during the 20 day
period before your departure nor will refunds be paid during this period. 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 the price of your holiday go down due to the changes mentioned above, then any refund due will
be paid to you less administrative costs incurred by us. 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.
3 Financial protection
We provide full financial protection for our package holidays.
For flight-based holidays this is through our Air Travel Organiser’s Licence number 5346 issued
by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone
0333103 6350, email [email protected] 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. We will provide you with the services listed on the ATOL Certificate (or a suitable
alternative). In some cases, where we aren’t 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 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.
4 Changes by You
If you wish to change any part of your booking arrangements after our confirmation invoice has
been issued, you must inform us in writing as soon as possible. This should be done by the first
named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we
will be able to meet your requested change. Where we can meet a request, all changes will be
subject to payment of an administration fee of £50 per person (£35.00 per person for our Barrhead
Travel Holiday Programme) per change as well as any applicable rate changes or extra costs incurred
as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of
our suppliers. 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. Where we are unable to
assist you and you do not wish to proceed with the original booking we will treat this as a
cancellation by you. A cancellation fee may be payable.
Note: Certain arrangements may not be amended after they have been confirmed and any alteration
could incur a cancellation charge of up to 100% of that part of the arrangements.
This includes our own Barrhead Holidays programme where special conditions apply:
(i) Changes are permitted more than 4 weeks before departure
(ii) The destination cannot be changed in the 4 week period prior to departure
(iii) Name changes are permitted up to 72 hours before departure
Please note the administration fee applies to all these changes.
5 If you cancel
If you or any other member of your party decides to cancel your confirmed booking you must notify us in
writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices
and will be effective from the date on which we receive it. We recommend that you use recorded delivery.
Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation
charges shown below (The cancellation charge detailed is calculated on the basis of the total booking price
payable by the person(s) cancelling, excluding insurance premiums and amendment charges as these are
not refundable in the event of a cancellation):-
Period before departure within which
notice of cancellation is receive by us in
writing
% of total
booking price*
More than 98 days Loss of Deposit**
97 -75 days 50% or deposit if greater
74- 29 days 75%
28 days or less 100%
*Some bookings may incur different cancellation charges as a result of the cancellation charges imposed
by these suppliers. In that event, our cancellation charges will be increased, if needed, to cover our liability
for the additional cancellation charges imposed by these suppliers. Some accommodation providers may
also require additional non-refundable deposits, which will not be returned to you upon cancellation and
which may make our cancellation charges higher than that shown above in order to cover our liability for
the additional cancellation charges imposed by these suppliers. Please enquire at the time of booking.
*Where a low deposit has been paid at the time of cancellation you will be required to pay the remainder of the full deposit. Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us. If you or any member of your party wishes to do so, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 7 days before departure, you meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services. 6 If We change or cancel It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent 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 and may do so up to 48 hours before departure where your trip is for less than 2 days; up to 7 days before departure where your trip is between 2 and 6 days; and up to 20 days before departure where your trip is for more than 6 days. However, where no minimum number of clients is required under your booking we will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of force majeure and/or Covid-19 (see Sections C(9) and C(10)). Most alterations will be minor and while we will do our best to notify you or your travel agent of any changes as soon as reasonably possible if there is time before your departure, we will have no other liability to you. Examples of “minor changes” include the following when made before departure: (i) Any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type. (ii) A change of outward departure time or overall length of your holiday of twelve hours or less. (iii) A change of accommodation to another of the same standard or classification. Occasionally we may have to make a major change to your confirmed arrangements. Examples of “major changes” include the following, when made before departure: (i) A change of hotel accommodation area for the whole or a significant part of your time away. (ii) A change of hotel accommodation to that of a lower standard or classification for the whole or a significant part of your time away. (iii) A change of outward departure time or overall length of your arrangements of twelve or more hours. (iv) A change of UK departure airport, as long as that change is not from one London airport to another London airport ( London airports are Heathrow, Gatwick, Stansted, Luton and London City’), oras long as that change is not from Glasgow to Edinburgh ( including Glasgow Prestwick). If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of: (i) (for major changes) accepting the changed arrangements; (ii) having a refund of all monies paid; or (iii) accepting an offer of alternative travel arrangements of lower, equivalent or superior quality from us, if available (we will refund any price difference if the alternative is of a lower value). You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements. If we make a major change or cancel, we will (subject to the exclusions noted below) also pay compensation as detailed below: Period before departure when a major change is notified Compensation payable per full paying passenger (for children see below)
More than 98 days £0.00
97-43 days £10.00
42-29 days £20.00
28-8 days £30.00
7-0 days £40
*A child invoiced at a reduced rate will be paid credit/compensation on a pro rata basis of the adult rate.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
We will not pay you compensation:
(i) in the event we are forced to make a change or cancel as a result of unusual and unforeseeable
circumstances beyond our control, the consequences of which we could not have avoided even with all
due care. When we refer to circumstances beyond our control we mean any event that we, or the
supplier in question, could not foresee or avoid, even after taking all reasonable care. Such
circumstances will usually include, but are not limited to, war, threat of war, airport closures, airspace
closures (as well as other air traffic management decisions which may give rise to long or overnight
delays or cancellations of one or more flights), epidemic, pandemic , other significant risks to human
health such as the outbreak of a serious disease at the travel destination, natural or nuclear disaster,
serious security problems such as terrorist activity, civil unrest or events arising out of political
instability, industrial dispute or strikes, bad weather (actual or threatened), Foreign Office advising
against travel to a particular destination and significant building work taking place outside of your
accommodation (such as resort development) or the inability of airline(s) to operate flights as a result
of the United Kingdom’s decision to leave the European Union (including the loss or restriction of air
traffic or transit rights or the right of airline(s) to enter any airspace;
(ii) if we make a minor change;
(iii) if we cancel as a result of your failure to make full payment on time;
(iv) where the change(s) or cancellation by us arises out of alterations to the confirmed booking
requested by you; or
(v) if we cancel your arrangements because the minimum number of participants to run the
arrangements has not been reached. (We will tell you if we have to cancel for this reason within the
time periods set out in the first paragraph of this section 6.
The above sets out the maximum extent of our liability for changes and cancellations and we regret we
cannot meet any expenses or losses you may incur as a result of change or cancellation. Please note: where
accommodation with a higher price than the original accommodation is offered by us and accepted by
you, the difference in price will be deducted from any compensation payable.
Very rarely, we may be forced by “force majeure” (see Section C(9)) to change or terminate your
arrangements after departure. If this situation does occur, we regret we will be unable to make any
refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses
you incur as a result.
If you or any of your party have difficulties on your trip, we shall (at no charge to you unless the difficulty
has arisen due to you or the other traveller or through your or their negligence) provide appropriate
assistance including providing appropriate information on health services, local authorities and consular
assistance and assist you with making distance communications and making alternative travel
arrangements. If we become unable to provide a significant proportion of the services that you have
booked with us after you have departed, we will make suitable alternative arrangements for you at no
extra charge and, if appropriate in all the circumstances, will compensate you for the difference
between the services to be supplied under the contract and those supplied. If it is impossible to make
these arrangements, or you do not accept them for good reasons, we will, where appropriate, provide
you with equivalent transport back to the place of departure or to another place to which you agree and
will, if appropriate, compensate you. If it is impossible to ensure your return as scheduled due to
unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if
possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with
reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or
persons in need of specific medical assistance, provided that you notified us of these needs at least 48
hours before the start of your holiday.
7 Complaints
We make every effort to ensure that your holiday arrangements run smoothly but if you do have a
problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will
endeavor to put things right
If the problem cannot be resolved and you wish to complain further, you must send formal written notice
of your complaint to us at our Customer Services department at 85 Oswald Street, Glasgow G1 4PA. We
recommend that you send this notice within 28 days of the end of yourstay, 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.
If you experience illness in resort you should report this to the hotel or the local representative or use the
24-hour telephone number printed on your documentation. You should also consult a local doctor. If, on
return to the UK, your symptoms are ongoing, you should make arrangements to visit your local GP.
Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability
to investigate your complaint. It may also affect your rights under this contract.
Warning: the potential consequences of making fraudulent complaints and claims, include being
reported to the Police and facing legal proceedings.
8 Your Behaviour
All guests travelling with us are expected to take all reasonable steps to look after their personal safety
and conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other
travellers. If in our opinion or in the opinion of any hotel manager or any other person in authority, your
behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance
to any of our other guests or any third party or damage to property, or to cause a delay or diversion
to transportation, we reserve the right to terminate your booking arrangements with us immediately.
In the event of such termination our liability to you and/or your party will cease and you and/or your party
will be required to leave your accommodation or other service immediately. We will have no further
obligations to you and/or your party. No refunds for lost accommodation or any other service will be made
and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may
also be required to pay for loss and/or damage caused by your actions and we will hold you and each
member of your party jointly and individually liable for any damage or losses caused by you or any member
of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or
other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for
meeting any claims (including legal costs) subsequently made against us as a result of your actions together
with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or
behaviour of other guests or individuals who have no connection with your booking arrangements or with
us.
9 Our Responsibilities:
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an
“organiser”. Subject to these booking conditions, if the contract we have with you is not performed or is
improperly performed by us or our suppliers we will pay you appropriate compensation. The level of such
compensation will be calculated taking into consideration all relevant factors such as but not limited to the
extent to which our or our employees’ or suppliers’ negligence affected the overall enjoyment of your
holiday.
(2) We will not be liable or pay you compensation for any injury, illness, death, loss, damage, expense,
cost or other claim of any description to the extent it results from:-
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services
contracted for and which were unforeseeable or unavoidable; or
(c) the act(s) and/or omission(s) of a supplier or its employees or agents committed other than in the
course of providing the services contracted for; or
(d) unusual or unforeseeable circumstances beyond our or our supplier(s) control, the consequences of
which could not have been avoided even if all due care had been exercised;
(e) an event which either ourselves or our suppliers could not, even with all due care, have foreseen or
forestalled; or
(f) matters arising from or connected with Covid 19 (see Section C 10).
(3) The amount of compensation we may have to pay you if we are found liable under this clause is limited
as follows:
(a) Loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the
excess on your insurance policy which applies to this type of loss per person in total because you are
required to have adequate insurance in place to cover any losses of this kind.
(b) Claims which do not involve injury, illness or death
The maximum amount we will have to pay you in respect of these claims is three times the price paid by
or on behalf of the person(s) affected in total.
(c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel
i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate
Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens
Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The
Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from
our offices. Please contact us by writing to Customer Services, 85 Oswald Street, Glasgow,G1 4PA. In
addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will
apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions
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 with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be
included by reference into this contract.
ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation
261/2004, any liability we may have to you under our contract with you, arising out of the same facts, is
limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
iii) When making any payment, we are entitled to deduct any money which you have received or are
entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(4) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years)
must also assign to ourselves or our insurers any rights they may have to pursue any third party and must
provide ourselves and our insurers with all assistance we may reasonably require.
(5) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any
description: (a) which on the basis of the information given to us by you concerning your booking prior to
our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with
you; or (b) relate to any business.
(6) We will not accept responsibility for services or facilities which do not form part of our agreement or
where they are not advertised in our brochure, for example any excursion you book whilst away, or any
service or facility which your hotel or any other supplier agrees to provide for you. A service or facility does
not form part of our agreement by reason of its provision by your hotel or other supplier at your
destination.
10 Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of
your contracted arrangements with 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.
11 Passport, Visa and Immigration Requirements and Health Formalities
Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens
who hold or will hold full British passports valid for the entire duration of the arrangements you chose to
purchase. Information on visa, passport and health requirements, where given and applicable, is give non
this basis, unless stated otherwise.
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements
applicable to your itinerary. We can only provide general information about this. You must check
requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your
own doctor as applicable. Requirements do change and you must check the up to date position in good
time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your
passport is in its final year, you should check with the Embassy of the country you are visiting. For further
information contact the Passport Office on 0870 5210410 or visitwww.passport.gov.uk
Special conditions apply for travel to the USA, and all passengers must have individual machine readable
passports. Please check www.usembassy.org.uk. For European holidays you should obtain a completed
and issued form EHIC prior to departure.
Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit
www.fco.gov.uk
Non British passport holders, including other EU nationals, should obtain up to date advice on passport
and visa requirements from the Embassy, High Commission or Consulate of your destination or
country(ies) through which you are travelling.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not
complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse
us in relation to any fines or other losses which we incur as a result of your failure to comply with any
passport, visa, immigration requirements or health formalities.
12 Delays, Missed Transport Arrangements and other Travel Information
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or
you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other
transport supplier concerned immediately.
In the event that you experience difficulty on the occurrence of circumstances described in clauses 9 (2)
(b) (c) or (d) of Section A of these booking conditions, we will provide you with prompt assistance. Where
you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this
prompt assistance is likely to extend to providing help in locating refreshments, accommodation and
communications but not paying for them. Any airline or other transport supplier may however pay for or
provide refreshments and/or appropriate accommodation and you should make a claim directly to them.
Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur
in the above circumstances if you fail to obtain our prior authorisation before making your own travel
arrangements.
We cannot accept liability for any delay which is due to any of the reasons set out in Section C(9) of these
booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails
to check in or board on time).
The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on
your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall
inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings
will be shown on your tickets which will be despatched to you approximately two weeks before departure.
You should check your tickets very carefully immediately on receipt to ensure you have the correct flight
times. If flight times change after tickets have been dispatched we will contact you as soon as we can to
let you know.
Under UK Law, you have rights in some circumstances to refunds and/or compensation from the airline in
cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at
UK and EU airports and will also be available from airlines. If the airline does not comply with these rules
you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such
cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday
price from us. If, for any reason, you do not claim against the airline and make a claim for compensation
from us, you must, at the time of payment of any compensation to you, make a complete assignment to
us of the rights you have against the airline in relation to the claim that gives rise to that compensation
payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other
arrangements even where those arrangements have been made in conjunction with your flight.
This website / brochure is our responsibility, as your tour operator. It is not issued on behalf of, and does
not commit the airlines mentioned herein or any airline whose services are used in the course of your
travel arrangements.
SECTION B: AGENCY TERMS & CONDITIONS
Where specified, we act only as an agent of the supplier(s) of the travel arrangement(s) in respect of all
bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter
into or for any services or arrangements you purchase (“arrangements”) or for the acts or omissions of any
supplier(s) or other person(s) or party(ies) connected with any arrangements. For all arrangements, your
contract will be with the supplier of the arrangements in question (the ‘supplier(s)’). When making your
booking we will arrange for you to enter into a contract with the applicable supplier(s) of the
arrangements. Your booking will be subject to these Agency Terms and Conditions and the specific
booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully
prior to booking. The supplier’s terms and conditions may limit and/or exclude the supplier’s liability to
you. Copies of applicable conditions are available on request from us.
1 Booking and payment
A booking is made with a supplier when: (a) you tell us that you would like to accept our written or verbal
quotation; (b) you pay the deposit as required by the supplier of the arrangements in question (or full
payment if booking in the 12 week period prior to departure); (c) you pay all applicable insurance
premiums and booking fees; and (d) we send you a booking confirmation on behalf of the supplier. If your
confirmed arrangements include a flight, we (or the supplier) will also issue you with an ATOL Certificate.
Please check your confirmation and ATOL Certificate carefully and report any incorrect or incomplete
information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As
we act only as booking agent, we have no responsibility for any errors in any documentation except where
an error is made by us.
Key points:
When making your booking you enter into a contract with the applicable supplier(s) of the
arrangements.
Your booking will be subject to these Agency Terms and Conditions and the specific booking
conditions of the relevant supplier(s).
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If
full payment is not received by the balance due date, we will notify the supplier who may cancel
your booking and charge the cancellation fees set out in their booking conditions.
In certain circumstances we apply a service charge for the services we provide, in addition to any
charge levied by the supplier (please see below)
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full
payment is not received by the balance due date, we will notify the supplier who may cancel your booking
and charge the cancellation fees set out in their booking conditions.
Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies
you pay to us for arrangements will be held on behalf of the supplier(s) concerned, with the exception of
payment taken for bookings covered by an ATOL (see Section C(2)).
2 Prices
Please note that changes and errors sometimes occur. You must check the price of your chosen
arrangements at the time of booking. We reserve the right to amend advertised prices at any time. We
also reserve the right to correct errors in both advertised prices and prices for confirmed bookings.
3 Changes and cancellations by you
Any cancellation or amendment request must be sent to us in writing, by email, fax or post. Proof of posting
is not proof of receipt, therefore you are advised to also confirm all changes to our Customer Services
Department by telephone. Please ensure that you have received written confirmation of any changes to
your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests
will be met. Amendments and cancellations can only be accepted in accordance with the terms and
conditions of the supplier of your arrangements. The supplier may charge the cancellation or amendment
charges shown in their booking conditions (which may be as much as 100% of the cost of the travel
arrangements and will normally increase closer to the date of departure).
Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply.
Most ‘no frills’ airlines have cancellation charges of 100% from time of booking. Flights on our own
European air charter programme allow for changes to be made outside 4 weeks before departure, and
name changes up to 72 hours before departure.
4 Changes and cancellations by the Supplier
We will inform you as soon as reasonably possible if the supplier needs to make a significant change to
your confirmed arrangements or to cancel them. We will also liaise between you and the supplier in
relation to any alternative arrangements offered by the supplier but we will have no further liability to
you.
5 Our Service Charges
In certain circumstances we apply a service charge for the services we provide, in addition to any charge
levied by the supplier:
SERVICE CHARGE
Name change Supplier’s charge + £25.00 pp
Date Change Supplier’s charge + £20.00 pp
Amendment Supplier’s charge + £30.00 pp
Late Booking Fee Supplier’s charge + £10.00 pp
Cancellation Supplier’s charge +£35.00 pp
6 Our responsibility for your booking
Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility
for the actual provision of the arrangements. Our responsibilities are limited to making the booking in
accordance with your instructions. We accept no responsibility for any information about the
arrangements that we pass on to you in good faith. However, in the event that we are found liable to you
on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the
appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any
liability for death or personal injury that arises as a result of our negligence or that of any of our employees
whilst acting in the course of their employment.
7 Visa, passport and health requirements
Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens
who hold or will hold full British passports valid for the entire duration of the arrangements you chose to
purchase. Information on visa, passport and health requirements, where given and applicable, is given on
this basis, unless stated otherwise.
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements
applicable to your itinerary. We can only provide general information about this. You must check
requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your
own doctor as applicable. Requirements do change and you must check the up to date position in good
time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your
passport is in its final year, you should check with the Embassy of the country you are visiting. For further
information contact the Passport Office on 0870 5210410 or visitwww.passport.gov.uk
Special conditions apply for travel to the USA, and all passengers must have individual machine readable
passports. Please check www.usembassy.org.uk. For European holidays you should obtain a completed
and issued form EHIC prior to departure.
Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit
www.fco.gov.uk
Non British passport holders, including other EU nationals, should obtain up to date advice on passport
and visa requirements from the Embassy, High Commission or Consulate of your destination or
country(ies) through which you are travelling.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not
complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse
us in relation to any fines or other losses which we incur as a result of your failure to comply with any
passport, visa, immigration requirements or health formalities.
8 Complaints
Because the contract for your arrangements is between you and the supplier, any queries or concerns
should be addressed to them. If you have a problem whilst on holiday, we recommend that you should
report this to the supplier or their agent immediately. If you fail to follow this procedure there will be less
opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you
may be entitled to may therefore be reduced or extinguished as a result.
If you wish to complain when you return home, write to the supplier. You will see their name and contact
details in any confirmation documents we send you. If the matter cannot be resolved and it involves us or
another ABTA member then you have the option to use ABTA’s ADR Scheme, approved by the Chartered
Trading Standards Institute.
9 Financial Protection
All the Package holidays we sell come with protection for your money. If you buy a single travel service
then this might not apply. Package holidays are 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.
If, after selecting and paying for one travel service, you book additional travel services for your trip or
holiday with us, you will NOT benefit from rights applying to packages under the Package Travel and Linked
Travel Arrangements Regulations 2018.
Therefore, we will not be responsible for the proper performance of the individual travel services. In case
of problems please contact the relevant service provider.
However, if you book any additional travel services during the same visit to or contact with us, the travel
services will become part of a linked travel arrangement. In that case we have, as required by the Package
Travel and Linked Travel Arrangements Regulations 2018, protection in place to refund your payments to
us for services not performed because of our insolvency. Please note that this does not provide a refund
in the event of the insolvency of the relevant service provider.
We are a Member of ABTA and we provide protection for your flight based travel services through our
Air Travel Operators Licence number 5346.
We have taken out insolvency protection with ABTA. You can contact ABTA – The Travel Association at 30
Park Street, London, SE1 9EQ; [email protected]; 02031170599 and through their website
https://abta.com/holiday-help-and-complaints/abta-customer-support ) if services are denied because of
our insolvency.
Note: This insolvency protection does not cover contracts with parties other than with us, which can be
performed despite our insolvency.
A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at
http://www.legislation.gov.uk/uksi/2018/634/contents/made
10 Documentation & Information
All descriptions and content on our website or otherwise issued by us is done so on behalf of the supplier(s)
in question are intended to present a general idea of the services provided by the supplier(s) in question.
Not all details of the relevant services can be included on our website. All services shown are subject to
availability.
SECTION C: ALL BOOKINGS

  1. Financial Protection
    We have described in the terms above how we provide financial security for flight inclusive Packages,
    and ATOL protected flights we sell under our ATOL (number 5346). As part of these arrangements, we
    operate a trust account controlled and administered by Professional Trustees to Travel Ltd. You agree
    that all money that you pay to us for travel arrangements requiring financial protection will be paid
    into that separate and designated trust account and will be held there on trust for the trustees of the
    Air Travel Trust (or in some cases for you) in accordance with a trust deed dated 30 March 2014
    between us, Professional Trustees to Travel Ltd and the Air Travel Trustees. Money in that account will
    only be released in accordance with the terms of that deed. This means that in respect of all
    arrangements requiring protection, in the event of our insolvency, funds will be available to ensure
    that you are not left stranded abroad or will receive a refund of the money you have paid for an advance
    booking.
    If you book arrangements other than an ATOL protected flight or Package from this brochure/website,
    your monies will not be financially protected. Please ask us for further details.
    2 Payment generally and for ATOL Bookings
    Where any payment is made to us by way of a business credit card we reserve the right to charge an
    administration fee at a rate which will be notified to you before payment is processed and taken by us.
    When you buy a flight-based holiday, all monies you pay to an authorised agent of ours is held by that
    agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to
    the agent’s obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time
    Key points:
    Financial security for flight inclusive Packages, and ATOL protected flights we sell under our ATOL
    (number 5346) is provided by a trust account controlled and administered by Professional Trustees to
    Travel Ltd. All money that you pay to us for these travel arrangements will be paid into that separate
    and designated trust account and will be held there on trust for the trustees of the Air Travel Trust.
    Adequate travel insurance is a condition of your contract with either us or the supplier in
    question, as applicable.
    All ratings are as provided by the relevant supplier. These are intended to give a guide to the services
    and facilities you should expect from your accommodation. Standards and ratings may vary between
    countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
    Except where otherwise expressly stated in these booking conditions we will not be liable or pay you
    compensation if our contractual obligations to you are affected by any event which we or the
    supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid.
    by the agent or subsequently accepted from you by the agent, is and continues to be held by that agent
    on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that
    money to us. When you buy a holiday not including a flight, all monies you pay to the agent is held by it
    on our behalf at all times.
    3 ABTA
    We are a Member of ABTA, membership number 13759. We are obliged to maintain a high standard of
    service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of
    disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your
    complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and
    ABTA’s assistance in resolving disputes can be found on www.abta.com
    4 Insurance
    Adequate travel insurance is a condition of your contract with either us or the supplier in question, as
    applicable. You must take out a policy of insurance in order to cover you and your party against the cost
    of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss
    of baggage and money; and other expenses. If we have issued your policy please check it carefully to
    ensure that all the details are correct and that all relevant information has been provided by you (eg. pre existing medical conditions). Failure to disclose relevant information will affect your insurance. If you fail
    to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance
    cover would otherwise have been available.
    5 Special requests
    If you have any special requests (for example dietary requirements, cots or room location), please let us
    know at the time of booking. We will pass on all such requests to the supplier, but we can’t guarantee that
    they will be met and we will have no liability to you if they are not.
    6 Jurisdiction and applicable law
    These Booking Conditions and any agreement to which they apply are governed in all respects by Scottish
    law. We both agree that any dispute, claim or other matter which arises between us out of or in connection
    with your contract or booking will be dealt with by the Courts of Scotland. You may, however, choose the
    law and jurisdiction of England and Wales, or Northern Ireland, if you live in one of those countries.
    7 Accuracy
    We endeavour to ensure that all the information and prices both on our website and in our brochures are
    accurate, however occasionally changes and errors occur and we reserve the right to correct prices and
    other details in such circumstances. You must check the current price and all other details relating to the
    arrangements that you wish to book before your booking is confirmed.
    8 Accommodation Ratings and Standards
    All ratings are as provided by the relevant supplier. These are intended to give a guide to the services and
    facilities you should expect from your accommodation. Standards and ratings may vary between countries,
    as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
    9 Force Majeure or Circumstances Beyond our Control
    Except where we say differently elsewhere in these booking conditions, we cannot pay any compensation,
    reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of
    circumstances beyond our control, we have to change your Holiday or single travel service after booking,
    or we, or our suppliers, cannot supply your Holiday or single travel service, as we, or they, had agreed.
    When we refer to circumstances beyond our control we mean any event that we, or the supplier in
    question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually
    include, but are not limited to, war, threat of war, airport closures, airspace closures (as well as other air
    traffic management decisions which may give rise to long or overnight delays or cancellations of one or
    more flights), epidemic, pandemic , other significant risks to human health such as the outbreak of a
    serious disease at the travel destination, natural or nuclear disaster, serious security problems such as
    terrorist activity, civil unrest or events arising out of political instability, industrial dispute or strikes, bad
    weather (actual or threatened), Foreign Office advising against travel to a particular destination and
    significant building work taking place outside of your accommodation (such as resort development).
    10 Visa, passport and health requirements
    Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens
    who hold or will hold full British passports valid for the entire duration of the arrangements you chose to
    purchase. Information on visa, passport and health requirements, where given and applicable, is given on
    this basis, unless stated otherwise.
    It is your responsibility to check and fulfill the passport, visa, health and immigration requirements
    applicable to your itinerary. We can only provide general information about this. You must check
    requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your
    own doctor as applicable. Requirements do change and you must check the up to date position in good
    time before departure.
    Most countries now require passports to be valid for at least 6 months after your return date. If your
    passport is in its final year, you should check with the Embassy of the country you are visiting. For further
    information contact the Passport Office on 0870 5210410 or visitwww.passport.gov.uk
    Special conditions apply for travel to the USA, and all passengers must have individual machine readable
    passports. Please check www.usembassy.org.uk. For European holidays you should obtain a completed
    and issued form EHIC prior to departure.
    Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit
    www.fco.gov.uk
    Non British passport holders, including other EU nationals, should obtain up to date advice on passport
    and visa requirements from the Embassy, High Commission or Consulate of your destination or
    country(ies) through which you are travelling.
    We do not accept any responsibility if you cannot travel, or incur any other loss because you have not
    complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse
    us in relation to any fines or other losses which we incur as a result of your failure to comply with any
    passport, visa, immigration requirements or health formalities.
    11 Covid-19: Limitation of Liability
    We both acknowledge the ongoing Covid-19 global crisis and accept our obligations to comply with any
    official guidance from governments or local authorities, both in the UK and whilst on holiday.
    Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of
    any kind incurred by you (including, where applicable, the cost of medical treatment), in the following
    circumstances:
  2. if you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period
    of time prior to or after your departure, or are notified or otherwise become aware that you have,
    or suspect you may have, come into close contact with someone who has tested positive forCovid19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period
    of time prior to or after your departure; or
  3. you fail any tests, checks or other measures imposed by us, a supplier, airline, port or airport, border
    control authority or other government body or local authority or fail to submit for testing or
    assessment when requested to do so, and as such you are denied entry to board the flight, entry to
    the destination, access to the services or you are otherwise unable to proceed with the holiday, or
    that portion of the holiday.
    If this happens in the 14 day period prior to your departure date, you must contact us as you may no longer
    be able to travel. We will offer you the following options where possible and subject to availability:
    o postponing your holiday to a later date. We will notify you of any impact on the price the
    postponement may have (please note that you may have to pay full cancellation charges on
    some elements of your holiday, such as the flight, as well any increase in cost imposed by
    other suppliers);
    o if not everyone on the booking is affected, you will have the right to transfer your place on
    the holiday to another person nominated by you, subject always to the requirements of
    clause A4 and B3;
    o cancelling your holiday, in which case we will impose our standard cancellation charges as
    at the date of cancellation by you. You may be able to claim these costs back from your
    travel insurance.
    If this happens whilst you are on your holiday, please notify us without delay and we will provide such
    reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the
    cost of any curtailment of your holiday, missed transport arrangements, additional accommodation
    required, or other associated costs incurred by you. You must ensure you have travel insurance which covers
    these costs for you.
    You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion
    providers, will need to comply with national and/or local guidance and requirements relating to Covid-19,
    and have implemented certain measures as a result. This will likely include specific requirements regarding
    personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated
    alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and
    limited food/drink availability. We do not expect these measures to have a significant impact on your
    enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those
    around you.
    12 Disabilities and Medical Problems
    We are not a specialist disabled holiday company, but we will do our utmost to cater for any special
    requirements you may have. If you or any member of your party has any medical problem or disability
    which may affect your stay, please provide us with full details before we confirm your booking so that we
    can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a
    doctor’s certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable
    to properly accommodate the needs of the person(s) concerned, we will not confirm your booking
    or if you did not give us full details at the time of booking, we will cancel it and impose applicable
    cancellation charges when we become aware of these details.
    13 Conditions of Suppliers
    Many of the services which make up your holiday are provided by independent suppliers. Those suppliers
    provide these services in accordance with their own terms and conditions which will form part of your
    contract with them. Some of these terms and conditions may limit or exclude the supplier’s liability to you,
    usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms
    and conditions are available on request from us or the supplier concerned.
    14 Data Protection and Privacy
    Please read our data protection and privacy policy (see http://www.barrheadtravel.co.uk/privacy-policy
    for full information regarding the way in which we use and store your personal data).
    Information under the Package Travel and Linked Travel Arrangements
    Regulations 2018 for those to whom we provide package travel services under
    Section A
    The combination of travel services offered to you is a package within the meaning of the Package Travel
    and Linked Travel Arrangements Regulations 2018.
    Therefore you will benefit from all UK rights applying to the packages. Barrhead Travel Services Limited
    will be fully responsible for the proper performance of the package as a whole.
    Additionally, as required by law, Barrhead Travel Services Limited has protection in place to refund your
    payments and, where air transport is included in the package, to ensure your repatriation in the event
    that it becomes insolvent.
    Key rights under the Package Travel and Linked Travel Arrangements
    Regulations 2018 for those to whom we provide package travel services under
    Section A
    • Travellers will receive all essential information about the package before concluding the package
    travel contract.
    • There is always at least one trader who is liable for the proper performance of all the travel
    services included in the contract.
    • Travellers are given an emergency telephone number or details of a contact point where they
    can get in touch with the organiser or the travel agent.
    • Travellers may transfer the package to another person, on reasonable notice and possibly
    subject to additional costs.
    • The price of the package may only be increased if specific costs rise (for instance fuel prices),
    and if expressly provided for in the contract, and in any event not later than 20 days before the
    start of the package. If the price increase exceeds 8% of the price of the package, the traveller
    may terminate the contract. If the organiser reserves the right to a price increase, the traveller
    has a right to a price reduction if there is a decrease in the relevant costs.
    • Travellers may terminate the contract without paying any termination fee and get a full refund
    of any payments if any of the essential elements of the package, other than the price, has
    changed significantly. If before the start of the package the trader responsible for the package
    cancels the package, travellers are entitled to a refund and compensation where appropriate.
    • Travellers may terminate the contract without paying any termination fee before the start of the
    package in the event of exceptional circumstances, for instance if there are serious security
    problems at the destination which are likely to affect the package.
    • Additionally, travellers may at any time before the start of the package terminate the contract in
    return for an appropriate and justifiable termination fee.
    • If, after the start of the package, significant elements of the package cannot be provided as
    agreed, suitable alternative arrangements will have to be offered to the traveller at no extra
    cost. Travellers may terminate the contract without paying any termination fee, where services
    are not performed in accordance with the contract and this substantially affects the
    performance of the package and the organiser fails to remedy the problem.
    • Travellers are also entitled to a price reduction or compensation for damages or both where the
    travel services are not performed or are improperly performed.
    • The organiser has to provide assistance if the traveller is in difficulty.
    • If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or,
    where applicable, the retailer becomes insolvent after the start of the package and if transport is
    included in the package, repatriation of the travellers is secured. We have taken out insolvency
    protection with ABTA. You can contact ABTA – The Travel Association at 30 Park Street, London,
    SE1 9EQ; [email protected]; 02031170599 and through their website https://abta.com/holidayhelp-and-complaints/abta-customer-support ) if services are denied because of our insolvency.