Trusted Package Company Terms and Conditions

If your package holiday has been booked under ATOL number 11912 through the Trusted Package Company, your booking is subject to the below terms and conditions.

Booking Conditions of the Trusted Package Company

1.Our Agreement with You
The following terms and conditions form the basis on which we will make a booking for your holiday or travel arrangements through the Trusted Package Company Ltd of registered address the Boat House, Harbour Square, Nene Parade, Wisbech, PE13 3BH.

Most of the air holidays and flights we sell are ATOL Protected, either by ourselves or by another supplier identified at the time of booking and named on your receipt. We hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority.  Our ATOL number is ATOL 11912.  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, who by, where you can get information on what this means for you and who to contact if things go wrong.

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.

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 (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.

If your ATOL Certificate identifies multiple suppliers, you will have contracts with each of them and be subject to their terms and conditions. Please ask us for us for copies of these if you do not have them.

If you do not receive an ATOL Certificate then you will not be protected by the CAA but we have taken out insolvency protection by our membership of Protected Trust Services Ltd, PTS membership number 5526. This means your payments will be held securely in a trust account overseen by independent trustees.  All travel arrangements are sold subject to the following booking conditions.

2.Booking
When you wish to confirm a booking, you are acknowledging your understanding and acceptance of our terms and conditions on behalf of everyone in your group. You must be over 18

The terms and conditions vary depending on whether you purchase a ‘package holiday’ through us supplied by another Principal where you will have a single contract with that company for the provision of your holiday or a single item such as a flight and where we merely act as an agent, or we arrange  a package as an agent for various travel suppliers which we sell under our own ATOL as a multi  contract package where you will have separate contracts for each part of the package or where you have a contract with ourselves and we sell as the Principal under our ATOL number as a single contract package. We will always make it clear which type of purchase you are making as the conditions will vary accordingly. If you buy a single item such as a flight or accommodation on its own, the sale will not be package holiday and you will not have the benefit of the Package Travel and Linked Travel Arrangements Regulations 2018. You will be advised before you request a booking whether it consists of a package or not.

Please note that where a supplier’s services form part of your booking, the supplier’s standard terms and conditions will also apply. Please ask us for copies if you have not seen them. All travel arrangements that include flights are subject to the airline’s conditions of carriage. Copies of these conditions may be requested in writing.
 
3. Deposits & Payment
(a) When making a booking as an agent for other suppliers we will require you to pay the deposit required by the supplier. Where we are acting as the Principal under ATOL 11912 we will require a deposit of £200 per person for holidays in Europe and £300 per person for all other holidays. In some cases, suppliers such as airlines and hotels may require full payment at the time of booking and where that is the case, we will advise you of the amended amount payable at the time of booking.  

We will then send you a confirmation invoice, after which a contract exists, subject to English law unless otherwise agreed.  Please check the details carefully including the spelling of names as changes requested later will incur additional costs. We will require payment of the remaining balance as shown on your confirmation invoice, not less than fourteen weeks before your departure from the UK.  If you book within fourteen weeks of departure from the UK, we will require full payment at the time of booking.  Deposits are non-refundable and should you fail to pay the money when it is due, we reserve the right to cancel your booking and retain the deposit that has been paid.  Travel documents will not be released until we have received full payment.

 

4.Cancellation by You

(a)  If you need to cancel a confirmed booking you must contact us in writing.  If we are acting as an agent, you may have to pay cancellation charges as shown in the suppliers’ terms and conditions. In some cases these may be 100% of the cost of the travel arrangements, so please check before booking. You must also pay us the service charge of £25 per person.

If we are acting as the Principal under ATOL 11912 then to cover the cost of administration and cancellation charges imposed by suppliers and for the possibility that we will not be able to resell the holiday we have to make a cancellation charge.

More than 14 weeks prior to departure: Deposit only
4-14 weeks: the highest of 50% of the total cost or loss of deposit
More than 2 but less than 4 weeks: the highest of 75% of the total cost or loss of deposit
14 days or less: 100% of total cost


Note: If the reason you cancel is one covered by your insurance policy, you may be able to recover all or some of your losses and a cancellation invoice will be issued to assist you These cancellation charges apply to all bookings, except when tickets have been issued and they are non-refundable by the airline or in circumstances where a booking includes items or services where our supplier’s cancellation charges exceed those shown above. In these circumstances there may be additional cancellation charges which will be advised at the time of booking.

 

5.Alteration by You

If you wish to make a change, such as a change to the date of travel or accommodation, to a confirmed booking please contact us in writing. We will do our best to assist but it may not always be possible. Where we only act an agent, you must pay the fees set out in the suppliers booking conditions together with our service fee of £25 per person. In some cases, airlines require tickets to be issued on booking and where tickets have been issued changes may be treated as a cancellation.

For package holidays only, in some cases, suppliers will allow a change of name prior to departure but this right is dependent on advance notice being given and a fee being paid. You and the person to whom you transfer the booking must accept that you are both jointly and individually liable for full payment of any balance due to be paid and any fees charges and costs arising from the transfer.

Where we are the organiser under a single contract under ATOL 11912 we will accept requests for changes up to 21 days before departure and advise you of the cost. As a minimum there will be a fee of £50 per person and any further costs incurred to make the alternation. Where flights are involved it may not be possible to change the name and the full cost of a new flight may be payable to the airline. We will advise of the costs prior to actioning your request, please contact us as soon as possible as our costs are likely to increase nearer to the date of departure.

Where you have purchased a multi contract package, the cost of alternations will depend on the charges made by each supplier, flights in many cases cannot be changed except at the cost of a new flight. We will charge a service fee of £25 per person to arrange the alteration.

If the services booked are dependent on a minimum number of people using the service, we will have to recalculate the total cost based on the new number of passengers travelling.  The cost may therefore increase but as this is not a cancellation charge, it may not be covered by your insurance.

No refunds will be given for unused services unless an amendment or cancellation has been made in which case the charges shown above will apply. Amendment fees paid in advance of travel are non-refundable in all circumstances.

  1. Cancellation by Us

Where we act as the principal under a single contract package under ATOL 11912 we will aim to provide the travel arrangements you have booked without any changes, however, it is possible that cancellations may be necessary due to changes made beyond our control by airlines, hotels or other suppliers. For some package holidays to operate a minimum number of people may be required. If sufficient bookings are not received, we reserve the right to cancel the holiday, but will do so at least 14 weeks before departure. If there are unavoidable and extraordinary circumstances beyond our control, or if you fail to pay the final balance, we may have to cancel your booking at a later date

In the unlikely event that your travel arrangements must be cancelled we will advise you as soon as is reasonably possible and you will be offered a suitable alternative of an equivalent standard alternative if we can provide it or a full refund.

If we have to cancel your booking, except as a result of unavoidable and extraordinary circumstances, we may offer you compensation according to when the cancellation occurs

14-4 weeks before departure                             £25 per person

4-2 weeks before departure                               £35 per person

Less than 2 weeks before departure                   £50 per person

Note:  Compensation will not be payable when the cancellation is due to events beyond our control, such as war, threat of war, riots or disturbances, terrorist activities, industrial disputes, fire, nuclear or natural disasters, health risks such as epidemics and pandemics, problems with transport, severe weather conditions or any other similar events.

Where we are acting as an agent for other suppliers, either on their own or in a multi contract package we have no control over their decision to cancel. We will notify you as soon as we are made aware of a cancellation and advise you of the options subject to their booking conditions

  1. Alterations

Our Package Holidays under a single contract

We may have to make change to your package holiday and we must reserve the right to do so. We will let you know of any major changes at the time of booking or as soon as possible if you have already booked. If there is a major change to accommodation of a lower standard or to a different resort or a change of more than 12 hours in the departure time of a flight, we will tell you as soon as possible and allow you the choice of accepting the change, accepting an alternative holiday, with a refund of the difference in value if it is less expensive or you may cancel the holiday and receive a full refund. In addition, we will pay reasonable compensation to reflect the change being made unless the changes are as a result of events outside our control as set out above. Changes to airline or aircraft type, alterations in flights times of less than 12 hours, a change between London airports or a change to accommodation of the same or a higher standard are not considered to be major changes

Other travel arrangements including multi contract packages

In this case, as we only act as a booking agent, we may not be notified of a major change before you travel. However, where we are notified, we will advise you as soon as is reasonably possible. If the changes are not acceptable to you, we will offer you an alternative if available, or a full refund, if permitted by the supplier whose terms will apply.

  1. Lost tickets or vouchers


If your travel documents have not been received by you, or you have mislaid your travel documents, you must inform us at least 10 days prior to departure. Failure to do so may result in additional charges as special arrangements will have to be made.

  1. Changes in Price


The prices given will be correct at the time of booking
In the case of a single contract package holiday sold under our own ATOL 11912, we reserve the right to increase the price after booking if any increase in price occurs in respect of:
(i) Air fares or other transport costs,
(ii) Taxes or duties payable, including new taxes introduced by any government
(iii) Adverse changes to currency exchange rates
If the cost of your holiday increases by more than 8% you may decide to cancel the holiday and have a full refund or chose another one if we are able to offer one,  except for the insurance premiums or amendment fees paid after booking.  If you want to cancel you must tell us within 14 days of being advised of the increase.  In return we will not change the cost of your holiday within twelve weeks of departure. Equally, where our costs fall after the package has been bought, we will pass onto you any benefit and reduced costs to ourselves as a result of changes to the items listed above.

In the case of other travel arrangements where your contact is with other suppliers, their rules on price changes will apply, if you are uncertain what these are please ask before booking.

  1. Our Liability


For package holidays which we sell under our ATOL 11912 only, we are responsible for ensuring that your package holiday is of a reasonable standard and as described by us to you. If any part fails to reach this standard and affects the enjoyment of your holiday, you must tell the supplier immediately and ensure the issue is recorded and contact us if necessary. The sooner you tell us, the quicker we can put it right whilst you are still on holiday. Where the matter has affected your holiday, we will offer reasonable compensation, so long as it is not due to events outside our control such as action by you or a member of your party, caused a third party unconnected with the package or unforeseeable and extraordinary circumstances which could not be avoided even if all reasonable measures had been taken. The maximum compensation payable will be in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018                   

In addition, we accept responsibility for any injury, illness or death arising from the activities booked through us by the fault of any of ourselves, our suppliers or their employees acting in the course of their employment. We will pay compensation equivalent to that which would be awarded in an English court but will not offer compensation if the injury, illness or death is caused by your own fault, the fault of someone unconnected with the package or by an event which could not have been expected or avoided even with all due care. You must report the event that occurs to us and the supplier whilst you are on holiday and write to us as soon as you return. We reserve the right to limit our liability in accordance with International Conventions such as the Warsaw and Montreal Conventions in relation to air travel and the Athens Convention in relation to international sea travel and any other relevant international convention and the contractual terms of the companies that provide the services that make up your package holiday and those terms are incorporated into this booking

You can ask for copies of the relevant international conventions and terms of the travel providers which apply to your booking.

In the case of other travel arrangements where we act merely as an agent of other suppliers, we are pleased to accept responsibility for any loss, personal injury or death caused by our own proven negligence.  However, in respect of the travel arrangements themselves and any claims that may arise from them, we are unable to accept responsibility and any claims must be addressed to the supplier or to your own insurance company.

  1. Complaints Procedure


If you have a problem during the course of your holiday, you must inform the supplier of the service, plus a representative if we have provided such details, or telephone our offices immediately, failure to do so may reduce or extinguish any possible claim. If we are not the provider of the arrangements, we will pass the complaint on to the relevant supplier as quickly as possible. Where the complaint relates to services provided by ourselves, we will endeavour to put things right as soon as possible.  We will acknowledge all complaints on their receipt and deal with them promptly and efficiently.

  1. Data Protection

By making a reservation with us you agree to the use and disclosure of the information you provide for the following purposes: to enable us to process your booking (when it may be transferred abroad), if you purchase insurance we may process your information and pass it to insurers, for market research and analysis, to avoid fraud and to enable us to contact you by letter, telephone or e-mail with details of our products or those of our suppliers. If we cannot pass this information to the relevant suppliers, we will be unable to arrange your booking.

  1. Excursions

For any excursion or tour that you book, your contract will be with the operator of the 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

  1. Law and Jurisdiction

This booking is governed by English law, and the jurisdiction of the English courts. You may choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so

  1. Check in and flight times


Timings shown are local times based on the 24-hour system and may change during periods according to the individual country’s daylight-saving policy. Flight times provided are for guidance only and are subject to change. Actual flight times will be shown on your flight ticket. It is important that you check your flight details and times on receiving your tickets. We advise you to check-in in plenty of time before departure. For European flights the normal check in time is at least two hours before flight departure and for transatlantic flights 3 hours. We also recommend that you reconfirm your return journey with the carrier’s local Representative 72 hours before your return flight. Air transport regulations require that the spelling of your name on your ticket is identical to your passport.

  1. Flight delays


In 2004 a new Europe wide law relating to denied boarding, delays and cancellations came into force. This may give you rights to care and in some cases compensation if you are affected. Full details of these rights are available at all EU airports and from the airline you are flying with. Please note that any claims must made to the airline and not to ourselves. Reimbursement by an airline will not automatically entitle you to a refund of the holiday cost from us, which is dependent on these terms and any right to compensation will be reduced by any payments you receive from airlines or other service provides. If you are on a package holiday and are prevented, due to unavoidable and extraordinary circumstances, from returning home we or your package organiser as identified on your documentation will provide necessary accommodation for a maximum of three days

  1. Baggage allowances

The baggage allowance per person is shown on your e-ticket and may vary by airline, destination and class of travel. Infants under the age of 2 on the date of their return flight have no allowance. Airlines are increasingly enforcing stricter controls over excess baggage. You should be aware that if you exceed the baggage allowance stated on your ticket then an excess baggage allowance may be charged by the airline at the time of checking in.

  1. Pregnancy


If you are pregnant you should check with your doctor that it is safe for you to travel and check with the airline in case, for example, they insist on a medical certificate stating you are fit to fly.

  1. Infants


Infants under 6 months must sit on the adult’s lap with an infant-strap during the flight. Infants over 6 months and under two years must sit on the adult’s lap unless there is a vacant seat. The minimum age limit for infants on scheduled flights is two weeks of age, on the date of departure. Infants will not be charged Air Passenger Duty or Airport Taxes (unless you are purchasing a seat), other taxes may apply.

  1. Meals


A meal or snack is served on most long-haul scheduled flights. For travellers with special dietary requirements, special meals can normally be requested, and must be done so, well in advance of the travel date. We accept no liability for any requested special meals not being available.

21.Seating Requests


We will pass on any seat requests to the relevant airline. However, we must stress that seating requests cannot be guaranteed and we cannot be held responsible for requested seating being unavailable at the time of check – in. In some cases, airlines permit seat requests in advance only on the payment of additional fees, please ask at the time of booking. Seating is always at the discretion of the airline, and any dispute must be taken up with the airline.

  1. Health and medical conditions

If you have a medical condition that may require special assistance during the journey, please advise at the time of booking. Although we are not specialists in providing holidays for the disabled, we are happy to contact our suppliers and obtain information before you book should you have special needs such as adapted rooms.

  1. Overseas departure taxes


Many countries impose airport or departure taxes. Where these can be paid in advance, the cost will be included in the ticket price quoted. Other taxes may be payable in cash at the destination and you should check with the tourist board of your destination, as these may change from time to time.

  1. Insurance


You must have adequate insurance; we insist that in your own interests, you and other members of your party are adequately insured. Make sure your cover is suitable particularly if you intend to take part in any sport or other similar events, or if you have pre-existing health issues. In view of current conditions, we specifically draw your attention to the following information:

COVID19

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:

If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, 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 for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.

If this happens within 14 days of 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:

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);

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 5;

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.

If you fail any tests, checks or other measures imposed by 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. Please note that some countries may impose tests which will have to be paid for and their introduction, which may be with little or no warning, will not entitle you to cancel except at the cancellation fees set out in these conditions.

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.

  1. Passports and other travel documents

Check the Foreign Office website at https://www.gov.uk/foreign-travel-advice for advice and the latest information about specific countries.

You are responsible for checking you and your party have the necessary passports, visas and other requirements for the destination you intend to visit.

The airline may refuse travel if you do not have a valid passport, visa and entry permits. We are not obliged to help you if you are refused travel. Your passport and other documents must be intact, you may not be able to travel if they are damaged or have been tampered with. If you have any doubts on the validity or condition of your passport or for any other questions. Please contact the Passport Advice line on 0300 222 0000 or visit www.gov.uk/browse/abroad/passports

If you are unable to travel on the day planned you will be subject to the usual cancellation charges which in most cases will be 100%

 Note your passport number before travel and keep it separate from your passport. This will help the local British Consulate to supply a temporary passport at short notice if you lose the original.

For travel to most countries, a British passport must be valid for at least 6 months after your scheduled return to the UK. Some countries apply different rules; contact the Embassy of your destination country for current information and any visa requirements.

Children under the age of 16 are now required to have their own passport and are not allowed to travel on their parent’s passport.

Any international traveller to the USA will have to complete an ESTA Form at least 72 hours prior to departure.  All persons travelling to the USA must now hold a machine-readable passport.

  1. Nationality


Bookings are accepted on the condition that passengers are British nationals and hold a valid British passport. Should this not be the case, we must be made aware prior to booking. Failure to do so could result in amendments or cancellation without notice and subject to our cancellation polices.

  1. Booking on line

The products available on this web site are only available to UK residents. Your booking on this website is conditional on you accepting our terms. If you do not agree with any part of them you must not proceed with your booking. By clicking on the “confirm” button you accept that you have read, understood and accepted our terms.  If there is any part that you do not understand, or if you have a query on the flight or any product, please contact us before booking