Terms & Conditions
Terms & Conditions
Travlock PLC Booking Conditions:
Please read them carefully as they set out our respective rights and obligations. Your contract is with TRAVLOCK PLC whose registered office is at Kemp House 160 City Road, London, EC1V 2NX. The Company is registered in England and Wales with company number 10720435.
The Booking condition applies to booking of flights, hotels, car hire and flights plus packages which includes hotel or car hire or both.
1. Booking Contract:
When you make a booking, you guarantee that you accept or we have the authority to accept and do accept on behalf of your party the terms and conditions of these booking conditions. The bookings made over the phone are confirmed since you authorize us to process the booking over the phone; hence you are not required to re-confirm the details by email unless you find the details to be incorrect.
A contract will exist as soon as we take a deposit and issue a confirmation invoice to you. In some cases, you will be asked for full payment and it will be advised at the time of booking.
Important: It is your responsibility to check that the information on your confirmation invoice is correct and to inform us as soon as possible of any discrepancy. We will not be held liable if tickets have been issued with any wrong information and you have failed to notice beforehand.
2. Financial Protection:
We provide full financial protection for our Flights & Package holidays. When you buy a TTA protected air holiday package from Travlock PLC, you will receive a confirmation invoice from us confirming your arrangements and your protection under our Travel Organizer’s License number Q5428. In the unlikely event of our insolvency, the CA will ensure that you are not stranded abroad and will arrange to refund money that you have paid to us for an advance booking. For further information visit the TTA website at www.traveltrust.co.uk
3. Flights & Package Price
(i) We reserve the right to alter the prices of any Flight & Package on our website. You will be advised the current price before payment.
(ii) When you make your booking you must pay a deposit, or full price if applicable due to ticketing time limits - you will be advised of this at the time you make your booking. The balance must be paid 12 weeks before your departure date. If the deposit and/or balance is not paid in time, we reserve the right cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
(iii) Changes in transportation costs, including the cost of fuel, landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your holiday may change after you have booked.
(iv) We reserve the right to alter the quotations which are subject to the availability at the time of booking.
We recommend that you reach airport 3 hours prior to departure for all international flights. If you are travelling to Europe, you are required to do online check in on your behalf, as most lost cost airlines charge you check in fee if you check in at the airport.
You must pay your balance 12 weeks prior to departure or by the due date shown on your confirmation invoice. It is very important that you pay the balance when due because failure to do so will lead to cancellation of your holiday and still leave you liable for cancellation charges. Any booking made with us will have Lead Guest on the booking which guarantees that they have the authority to accept booking conditions on behalf of all members of your party. Lead Guest will be responsible for all payments due to us. The payment link to make the full payment or deposit payments: http://www.travlock.co.uk/payment.
5. Your travel documents:
Travel Documents will be issued electronically once we received full payment.
6. Changes to Booking:
If you find your booking details to be incorrect, you have 4 hours or before 8 PM on the same day to amend the booking. After our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it is not always possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration fee of £25.00 per person and any further cost we incur in making the changes. You should be aware that these costs could increase the closer to departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements (e.g. flight tickets) may not be changeable after a reservation has been made and any request to alter could incur a cancellation charge of up to 100% of this part of the arrangements.
Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavor to notify you at the time of booking, within 7 days of the time of booking or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
8. Holiday Cancellation:
You, or any member of your party, may cancel their travel arrangements at any time. Written notification from the person who made the booking must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges as advised to you at the time of booking.
In some circumstances our holidays carry a 100% cancellation fee as airlines, hotels &/or other travel suppliers may charge in full at the time of booking and if applicable to your booking this will be stated on your confirmation invoice. If the reason for your cancellation is covered under the terms of your insurance policy you may be able to claim these charges. The deposits are non-refundable once paid.
9. Changes or Cancellation of Booking:
It is unlikely that we will have to make any changes to your travel arrangements, but occasionally this may become necessary and we reserve the right to do so at any time.All changes are subject to fare restriction, seasons and seat availability at the time of making the changes. Most of these changes will be minor and we will advise you of them at the earliest possible opportunity. We also reserve the right in any circumstances to cancel your travel arrangements. However, we will not cancel your travel arrangements less than one week prior to your departure date except for reasons of force majeure or failure by you to pay the final balance.
If we are unable to provide the booked travel arrangements you can either have a refund of the monies paid to us or accept an offer of an alternative holiday of comparable standard, if available and we will refund any price difference if the alternative is of a lower value. If it is necessary to cancel your travel arrangements, we will pay to you compensation which will be decided at the time. If we make a major change to your holiday, we will inform you as soon as possible if there is time before your departure. You will have the choice to either accept an offer of an alternative holiday comparable in standard from us, if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday booking and refund all monies paid. In all cases, except where a major change arises due to reasons of force majeure, we will pay compensation which will be decided at the time.
We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances which are beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.
10. Register a Complaint:
If you have a problem during your holiday, please inform the relevant supplier (e.g. hotelier, local agent etc.) immediately who will endeavor to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Relations Department at Travlock PLC, Kemp House 160 City Road, London, EC1V 2NX, giving your booking reference and all other relevant information. You can also email us at email@example.com.Please keep your letter/email concise and to the point. This will help us to quickly identify your concerns and speed up our response to you.
It is strongly recommended that you communicate any complaint to the supplier of the service in question whilst in resort. If they are unable to resolve your disappointment then it is your responsibility to contact our Customer Relations Department on 0203 744 0004 for assistance. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your right under this contract.
11. Our Liability to You:
If the contract we have with you is not performed or is improperly performed by us or our suppliers, we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However, we will not be liable where any failure in the performance of the contract is due to you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been taken, or an event which we or our suppliers, even with all due care, could not have foreseen or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of 2 x times the cost of your travel arrangements.
Our liability will also be limited in accordance with and/or in an identical manner to:
(a) The contractual terms of the companies that provides the transportation for your travel arrangements. These terms are incorporated in this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage.
(c) We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices at Kemp House 160 City Road, London, EC1V 2NX. Under EU law (Regulations 261/2004) you have the rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellations or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us.
Your right to a refund and/or compensation from us is set out in Clause 6. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users’ Council on 020 7240 6061 www.auc.org.uk.
12. Compliance with Laws
This contract is made on the terms of these booking conditions which are governed by English Law and the jurisdiction of the English Courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
13. Prompt assistance in resort:
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual or unforeseeable circumstances beyond our control, the consequence of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
14. Supplier’s Conditions:
The supplier whose services are part of your booking, their terms and conditions will apply.
15. Passport, Visa and Immigration Requirements:
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Note: Clients not holding passports marked “British Citizen” must check the applicable requirements with the respective Embassy or Consulate of the countries they are visiting or the British Foreign Office. Please ensure that you comply with the applicable passport and visa requirements and that you allow sufficient time to obtain them.
You are required to carry Machine readable passports for all travellers to or via the United States. All children must have their own passports especially when travelling to the United States. All passports must be valid for at least six (6) months by the end of your journey.
Note: Clients travelling to the U.S. must apply for their visa prior to departure on the following website https://esta.cbp.dhs.gov/esta/(there will be a minor charge for this service). While travelling to Australia on British or European Passport, you will be required to get ETA Australian Tourist Visa.
For regular updates on visa requirements to other destinations or any conflicts in particular regions, we recommend you check with the Foreign Commonwealth office website https://www.gov.uk/government/organisations/foreign-commonwealth-officeor call them on 0207 270 1500.
Recommended inoculations for travel may change at any time and you should consult with your doctor or the appropriate Embassy or Consulate for up to date information. It is your responsibility to ensure that you obtain all the necessary inoculations in relation to your trip.
16. Final Travel Arrangements
All your travel, passport, visa, local laws, health requirements, insurance must be in order and you arrive on time for the checking in at the airport. Please ask us for the details of flights at least 72 hours prior to departure.
Details of airlines, flight numbers and destination airport will be shown on you confirmation invoice. Please note that no airline is able to guarantee departure times and these may change due to inclement weather conditions, air traffic control restrictions, technical/operational problems. You may refer to the Airline’s website for up to date baggage allowance policy. The Company is not liable for any change to a departure/arrival time previously shown on your confirmation. It is for this reason that you are required to reconfirm your flight departure time, 72 hours before departure with the airline concerned. Travlock is also unable to make any special arrangements for passengers if the flight is delayed as this is the sole responsibility of the carrying airline &/or their ground handling agent. We regret that we are unable to guarantee specific aircraft types or seat allocation as some flights charge for seat allocation.
As the Company is not liable for flight delays, cancellation, lost or delayed luggage, industrial disputes, natural disasters etc. it is an expressed term of this contract that you and all members of your party are adequately insured. We recommend Travel Insurance for all flights and Holiday bookings.
Excursions or other tours that you may choose to book or pay for locally whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book locally your contract will be with the operator of the excursion and not with us and we will not be held responsible for anything that happens during the course of an excursion purchased locally.
20. Special requests and Medical Problems:
If you have any special requests (e.g. low/high floor, inter-connecting rooms etc.) please advise us at the time of booking. Although we will forward any such requests to the relevant supplier (e.g. hotel, airline etc.) we regret that we cannot guarantee this prior to departure and any failure to meet your special request will not be deemed as any breach of contract on our part.
If you have any medical condition or disability which may affect your booking arrangements you must advise us in writing, at the time of booking giving us full details. If we are unable to properly accommodate your particular needs we will reserve the right to decline your booking but obviously every effort will be made to assist, where possible.
21. Ticket Dispatch:
Please note that it is now mandatory for customers to be emailed an eticket on all routes where an eticket is available. Note: An eticket is a paperless electronic ticket; it is paperless because when you book the details they are safely stored in the airlines booking system so there is no need to send you a paper ticket.
Your travel documents (eticket, accommodation voucher, transfer voucher, etc.) will be emailed to the party leader approximately 10-14 days prior to departure but will not be released until we have received full payment from you. An email itinerary will be emailed and is the party leader’s responsibility to pass this onto the members of the party travelling as it will be required at check in along with an acceptable form of identification. Note: Acceptable forms of identification – Passport or Passport replacing Travel Document issued by the relevant authority.
22. Credit Cards:
It is mandatory that you or a member of your party travel with a recognized credit card as this will be required while checking into hotels or collecting your car hire, for example.
23. Map/Distance Disclaimer:
Please note that the information as to the distance from the city centre and the location of the hotel on the maps provided is for indicative purposes only. If you require the hotel to be within a certain distance from the city centre or near a particular location we recommend that you check on the hotel’s own website.
It is the party leader’s responsibility to ensure that you and all members of your party do not behave in a way which causes offence to others or which risks or damage the property belongings. In such circumstances, our suppliers (e.g. hotel, airlines, transfer agent etc.) have the right to terminate any arrangement made on your behalf in which our responsibility to you will cease immediately. Further, you will be liable to reimburse any expense whatsoever incurred as a result of your unacceptable behaviour.
25. Departure Taxes:
It is not always possible to include all departure taxes on your ticket – in some cases departure taxes must be paid locally.These taxes are payable to the Government of the country departed from and are non-refundable.
26. Pre-travel advice:
The Foreign Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information on their website www.fco.gov.uk.
27. Telephone Calls:
We reserve the right to randomly record telephone calls. This helps us to ensure that customer service is constantly revised.
28. Hotel and Cruise Ship ratings:
The hotel and cruise ship ratings featured in the Travlock PLC web site are offered as a general guide and do not necessarily represent any official grading system. Actual standards may vary between hotels of the same grade in different countries and even in the same country. Different countries have different standards; a 5* hotel in one country is not necessarily equivalent to a 5* hotel in another country.
Please note that the hotels and cruise ships booked by us for you are not exclusive to Travlock PLC. We are not responsible for any limitation in facilities because of other hotel, or ship guests or their activities. Travlock PLC does not take responsibility for hotel or ship content (including images, facility listings etc.) displayed on our website. Hotels and ships may change facilities and property features without prior notification to Travlock.
Images of room or cabin types do not necessarily represent the bed configuration of the room being purchased. For example, a quad room in North America may invariably consist of two double beds and a room for two will be one double although in Europe this may be two single beds. Also, there may be an additional charge for extra beds or cots.The hotel may pre authorize your card at the time of check-in, in order to cover the cost of additional goods and services consumed by you during you stay. Resort fees, tourism fees and green tax are the common places where hotels can charge additional fees which can be paid locally and not at the point of booking with Travlock PLC.
Therefore, if you have a special requirement please inform us at the time of booking and any special request will be forwarded to the supplier for consideration but is not guaranteed by us and does not form any part of our contract with you.
29. Car Hire:
You will be required to pay the security deposit at the time of Car Pick up.
30. Carrying Proof of Booking:
You should ensure that you travel with your booking confirmation, e tickets and any other travel documentation (including your passport and relevant visa, if required) at all times. We will not be liable if any supplier does not provide you with the booked product or service if you do not provide the appropriate documents.
31. Information You Provide Us:
Travlock PLC relies on the information that you provide as being accurate and therefore cannot be held responsible if your e-tickets do not arrive due to an incorrect email address. You must inform us immediately of a change of address, telephone number, and email address.
The contract constituted by the Company’s acceptance of your booking subject to these Conditions which constitute the entire agreement between you and the Company in relation to the relevant booking, shall exclude all other terms and conditions (except for the relevant suppliers’ conditions and any applicable international conventions) and shall supersede all prior or contemporaneous communication or information provided.
We use third party application service providers to perform some tracking functions. These companies may use cookie-based information (not including your name, address, email address or telephone number) about your visits to this and other web sites in order to measure advertising effectiveness. We may also collect information about your visit to our website, based on your browsing (click stream) activities.
This information may include the pages you browse and products and services viewed or booked for example. This helps us to better manage and develop our offers and to provide you with better products and services tailored to your individual interests and needs. We may use this information to measure the entry and exit points of visitors to the site and respective numbers of visitors to our various pages and sections of the site and details of searches performed. We may also use this information to measure the usage of advertising banners, other click through from the site. We may disclose information of this nature in aggregate form to third parties but personal information on individual visitors tracking will not be passed on to any third party.
Users who have subscribed to our e-mail newsletter service will receive promotional mailings and e-mails from our business. It is possible to opt out at any time by writing to our Data Controller or sending email to firstname.lastname@example.org your wish to unsubscribe, or by clicking the unsubscribe link which will be contained in each promotional email sent by us. Your details may be passed to countries outside of the UK and the European Economic Area in order to process and arrange for the products and services you request. When you submit your booking or request to us you agree that we may use and transfer your personal information in this manner, you can unsubscribe by clicking the link at the end of the email.
34. 24/7 Emergency Support
In case you need assistance after business hours, Please Email us on email@example.com or Call on 0203 744 9500.
35. Card Charges
UK issued Debit Cards: No Processing charges.
UK issued Credit Cards: (Visa & Master Card): No Processing charges.
UK issued Business Credit Cards: (Visa & Master Card): Processing Charge of 2% is applicable.
International Debit/Credit Cards: Processing Charge of 2% is applicable.