190 Booking ConditionsII.qxp:Layout 1 19/01/2010 14:28 Page 130
BOOKING CONDITIONS
Pure Luxury is a trading name of Gold Medal Travel Group PLC, 6. CANCELLATION BY US the value of the services affected. We also accept responsibility for death,
part of the Thomas Cook Group. (a) Package Holidays:- We aim to provide the travel arrangements you injury, or illness caused by the negligent acts and/or omissions of our
1. OUR AGREEMENT WITH YOU
have booked without any changes. However if you do not pay the employees or agents, together with our suppliers and sub-contractors,
Your contract will be with Gold Medal Travel Group PLC subject to the
balance when due or where there are not enough people booked on the servants and/or agents of the same, whilst acting in the course of their
following Terms and Conditions. All Sales that incorporate flights include the
holiday for it to operate we may have to cancel it. We also reserve the
employment in the provision of your package holiday. We will pay
amount of £2.50 per person as part of the ATOL Protection Contribution we
right to cancel your holiday in any circumstances but will not do so within 8
compensation equivalent to that which would be awarded in an English
pay on your behalf. The air holidays and flights in this brochure are ATOL
weeks of departure, except for reasons outside our control. If we have to
Court, but will not offer compensation if the injury, illness or death is caused
Protected, since we hold an Air Travel Organiser’s Licence granted by the
cancel for any other reason we will offer you an alternative holiday if
by your own fault or the fault of someone unconnected with the package,
Civil Aviation Authority (ATOL 2916). In the unlikely event of our insolvency,
available, compensation where appropriate or a full refund.
or due to an event that could not have been expected or avoided even
the CAA will ensure that you are not stranded abroad and will arrange to
Note: Compensation will not be payable when the cancellation is due to
with all due care. In the case of international carriage by air or sea, your
refund any money you have paid to us. For further information, visit the ATOL
events beyond our control (force majeure), such as war, threat of war, riots
journey will be subject to international conventions such as the Warsaw,
website at www.atol.org.uk.
or disturbances, terrorist activities, industrial disputes, fire, nuclear or natural
Montreal and Athens Conventions. When arranging travel for you, we will
disasters, health risks, problems with transport, severe weather conditions or
We are also members of ABTA (V6805) and comply with their Code of
rely on the limitations contained in those conventions and those terms will
any other similar events.
Conduct and provide financial protection for package holidays where
form part of your contract with us. Please ask us to provide you with a copy
(b) Other Travel Arrangements
appropriate. Please ask for further details.
of the terms that apply to your booking.
In the unlikely event that a booking or part of a booking has to be
(b) When acting only as a booking agent, we have no liability whatsoever
2. BOOKING
cancelled, for any other reason than non-payment, then a full refund for that
for any aspect of the travel arrangements and accept no liability for any
When you wish to confirm a booking, you agree that you are over 18
part will be made of all monies paid on receipt from the supplier, less
loss, personal injury or death however incurred, except where caused by
years of age and have read and accepted these terms on behalf of
insurance premiums, Airline Failure Protection and ATOL Protection
our own proven negligence.
everyone in your party. The terms and conditions vary depending on
Contribution (APC) where applicable. Where the booking includes sports
whether you purchase;
or entertainment tickets and the event is cancelled you may not be able to 11. COMPLAINTS PROCEDURE
a) Package Holidays consisting of transport and accommodation booked cancel the remainder of your booking without penalty. If you have a problem during the course of your holiday, you must inform
at the same time and invoiced as a fully inclusive cost;
7. ALTERATION BY US
the supplier immediately and our local representative whose details we
b) Other Travel Arrangements:, which is anything else such as
(a) Package Holidays - Although it is unlikely, we may unfortunately have to
have provided, in order for them to have the opportunity to rectify the
accommodation or transport booked together but quoted separately and
make changes to your travel arrangements and we must reserve the right to
situation. If your complaint or problem has not been resolved to your
subsequently itemised on your invoice; or the purchase of a flight or
do so. We will inform you of any major changes at the time of booking, or
satisfaction, please either e-mail or call our UK office. If you fail to follow
accommodation booked on its own. In the case of “Other Travel
as soon as possible afterwards if you have already booked. If a major
either of these procedures, you may reduce or extinguish any possible
Arrangements”, Gold Medal Travel Group Plc acts only as an agent
change is necessary, such as an alteration of your outward/return flights by
claim, as we will have been deprived of the opportunity to rectify the
between you and our suppliers with whom you will be in contract. Copies
more than 12 hours, change of resort, or reduction in standard of your
problem. If you need to contact us upon your return please write to us and
of their conditions are available on request. All travel arrangements that
accommodation, you will be offered the choice of: include all supporting documentation within 28 days of the completion of
include scheduled flights are subject to IATA conditions of carriage, which
(i) accepting the change your holiday. We will acknowledge all complaints on receipt and deal with
are also available on request.
(ii) accepting an alternative, if available. them in accordance with the ABTA Code of Conduct. If we are unable to
3. DEPOSITS & PAYMENT (iii) receiving a full refund of all monies paid, less any insurance premium or settle your dispute we recommend that you refer the matter to the arbitration
(a) When making a booking you must pay a deposit. This amount will alteration costs already incurred. If the alteration results in a reduction in the scheme, which although devised by arrangement with ABTA, is
depend on the type of service being booked and will be advised at the time total cost of your travel arrangements, we will make an appropriate refund. administered independently by IRDS Ltd. The scheme does not apply for
of booking. Some airlines require tickets to be issued at the time of booking, We will offer appropriate compensation for the change imposed providing amounts greater than £5,000 per person. There is also a limit of £25,000
in which case the deposit will be at least the full cost of the ticket, which may that it does not arise from circumstances outside our control. per booking. Neither does it apply to claims that are solely or mainly in
not be refundable. When we have received your deposit we will issue a (b) Other Travel Arrangements:- Where we only act as a booking agent, respect of physical injury or illness. The application for arbitration must be
confirmation invoice, after which a contract exists, subject to English law particularly in the case of air tickets, we may not be notified of a major made within nine months of the date of return to the United Kingdom, but in
unless otherwise agreed. Please check all the documents carefully and notify change before you travel. We recommend once you have departed the special circumstances it may still be offered outside this period. Full details
us of any inaccuracies within 72 hours of receipt. If you do not contact us UK that you check directly with your airline or view your scheduled flight
of the Arbitration scheme can be obtained from ABTA, 3rd Floor, 30 Park
within 72 hours of receipt we cannot accept any liability for errors made by details on www.checkmytrip.com for any schedule changes. In the case of
Street, London SE1 9EQ. Alternatively, you may wish to take any dispute to
us. We will endeavor to assist in all cases but if you make a mistake we will “no-frills” airlines you should check their own website. Where we are
the Small Claims Court.
pass on any costs incurred to rectify the error. We will require payment of the notified, we will advise you as soon as is reasonably possible. If you have
If your complaint is with regards to your flight we suggest you contact
remaining balance as shown on your confirmation invoice not less than eight had a major change with a scheduled airline that is not acceptable we will
the Airline Users Council: AUC, CAA House, 45/59 Kingsway, London
weeks before your departure from the UK. If you book within eight weeks of offer you an alternative if available, or a full refund for that service, subject
WC2B 6TE
departure from the UK we will require full payment at the time of booking. to supplier conditions, less insurance premiums and Airline Failure Protection
Deposits are non-refundable and should you fail to pay the money when it is where applicable. In the case of “no-frills” airlines alternative flights or a
12. CONDUCT
due we reserve the right to cancel your booking and retain the deposit that refund may not be available. If your chosen alternative costs more, you must We reserve the right to refuse to accept you as a customer or to continue
has been paid or pass on any increase if applicable. Travel documents will pay the difference. dealing with you if your behaviour is disruptive or threatening to our staff or
not be released until we have received full payment. suppliers in the UK or abroad. Additionally, airline pilots have the right to
(b) For Other Travel Arrangements, where we act as an agent between
8. LOST TICKETS OR VOUCHERS
refuse to allow you to board an aircraft and if this occurs or we consider
you and the airline, they may request the payment date is brought forward,
We aim to despatch your travel documents 21 days prior to departure.
in which case we will notify you of this change. This usually occurs when an
If you have not received your documents or have mislaid them you must
your behaviour to be unacceptable, your booking will be cancelled with
airline withdraws a fare and request that all tickets in the old fare are issued
inform us at least 10 days prior to departure. Failure to do so may result in
immediate effect and we shall have no further liability to you. If you are
by a particular date. If you are unable to pay at that time, your booking
additional charges as special arrangements will have to be made. Tickets
overseas, you will be responsible for your own return home and that of any
could be subject to a fare increase or cancellation, whereby normal
and passes for special events may be irreplaceable, and in the case of
of your party. If you or any person travelling with you causes damage or
cancellation fees will apply. Regrettably we cannot accept responsibility for
other documents there may be additional charges for re-issue.
injury to any property or person or cause a delay or diversion of any aircraft
or other form of transport, you agree to compensate us or the supplier
any losses which you may incur in these circumstances. 9. CHANGES IN PRICE
affected for any losses and expenses incurred, including legal expenses.
4. CANCELLATION BY YOU
The following rates of exchange, calculated on 25 May 2009, were used in
If you need to cancel a confirmed booking you must contact us. To cover
pricing the holidays in this brochure.
13. TICKET CONDITIONS
Your journey will be subject to the conditions of the independent Suppliers
the cost of administration and cancellation charges imposed by suppliers Europe Euro 1.09
concerned, copies of which can be obtained upon request. These ticket
and for the possibility that we will not be able to resell the services, we Morocco Morocco Dirham 12
conditions may therefore limit liability under International Conventions such
have to make a cancellation charge. If you have purchased our insurance USA US Dollar 1.50
as the Athens, Warsaw and Montreal Conventions. When arranging these
you may be able to claim for the charges we impose. Should you cancel UAE UAE Dirham 5.50
facilities for you, we will rely on the terms of the carrier concerned and they
your confirmed booking or part of your booking, then the following
Oman Oman Rial 0.53
will form part of the contract with you. Within the EU the law grants rights to
cancellation charges will apply:
Bahrain Bahrain Dinar 0.54
(a) Package Holidays:- More than 56 days prior to departure deposit
passengers who suffer delay, denied boarding or cancellation of their
South Africa South African Rand 13
only. 29 – 55 days the higher of 50% of the total cost or loss of deposit.15
flights in certain circumstances. Full details of these rights is available at all
Mauritius Mauritian Rupee 47.10
– 28 days the higher of 75% of the total cost or loss of deposit.14 days or
EU airports and is also available from your airline if you are affected. These
Thailand Thai Baht 51
less 100% of total cost. Note: These cancellation charges apply to all
rights are against the airline and if you are delayed or denied boarding
Malaysia Malaysian Ringgit 5.20
bookings, except in circumstances where a booking includes items or
you will not be entitled to any further compensation from us.
Singapore Singapore Dollar 2.18
services where our suppliers own cancellation charges exceed those
Hong Kong Hong Kong Dollar 11
14. BAGGAGE
shown above. In these circumstances any additional cancellation charges
will be advised at the time of booking.
China Chinese Rnminbi 10
Please note that our prices include the airline basic baggage allowance, if
(b) Accommodation Only:- More than 56 days prior to departure deposit
Japan Japanese Yen 140
any, but many airlines Including all “no-frills” airlines now charge additional
fees for the carriage of baggage. These fees must be paid prior to
only. 29 – 55 days the higher of 60% of the total cost or loss of deposit. 8 (a) Package Holidays:- The prices shown are correct at the time of printing.
departure of your flight direct to the airline or to ourselves. Please ask for
– 28 days the higher of 80% of the total cost or loss of deposit. 7 days or You will be notified of any changes to these prices at the time of booking,
further information in relation to your flight.
less 100% of total cost. and our website will have the up to date price. We reserve the right to
(c) Other Travel Arrangements:- (apart from accommodation only) If you increase the price after booking if any increase in price occurs in respect of:
15. DATA PROTECTION ACT 1998
need to cancel you must contact us. Cancellation charges vary depending
(i) air fares or other transport costs.
By making a reservation with us you agree to the use and disclosure of
on the services booked and will be higher the later you cancel and will be
(ii) taxes or duties payable, including new taxes introduced by
the information you provide for the following purposes: to enable us to
clearly stated at the time of booking. In all cases a minimum cancellation
any government.
process your booking (when it may be transferred abroad), if you
fee of £50 will apply regardless of the value of the service cancelled. In
(iii) adverse changes to currency exchange rates.
purchase insurance we may process your information (including medical
some cases it may not be possible to offer any refunds for certain services
In all cases we will pay any increase that is less than 2% of your package
information) about you or your traveling party and pass it to insurers; for
such as air tickets once a booking has been made. Please ensure you are
holiday cost, not including insurance premiums or amendment fees but
market research and analysis purposes; to avoid fraud and to enable us to
certain of the fees applicable to your booking by asking us before
increases in excess of 2% will be payable by you. If the cost of your
contact you by letter, telephone or e-mail, SMS or any other technology
proceeding to book your arrangements
holiday increases by more than 10% you may decide to cancel the holiday
we feel appropriate, with details of our products or those of our suppliers.
5. ALTERATION BY YOU and have a full refund, except for the insurance premiums or amendment
If you do not wish to receive these communications please let your travel
a) A Package Holiday:- If you wish to make a change to a confirmed fees paid after booking. If you want to cancel you must tell us within 14
adviser know at time of booking or email your full details to
booking please contact us. Up to 56 days prior to departure changes will days of being advised of the increase. In return we will not change the cost
optout@goldmedal.co.uk.
incur a minimum charge of £50 per person per change. If airline tickets of your holiday within eight weeks of departure. Where our costs fall by
If you pay by Credit Card, then we may disclose your payment and
have been issued, there may be additional charges incurred in amending
more than 2% after the package has been bought we will pass onto you
booking details (including those of your travelling parties) to other
the flights. These charges will be notified to you at the time of your request.
any benefit and reduced costs to ourselves as a result of changes to the
companies who require these details in order to process your payment, and
In some cases this may be the full cost of a new ticket. Within 56 days of
items listed above.
/ or if the company that issued your card fails to settle your payment or
departure any changes will be treated as a cancellation and will be
(b) Other Travel Arrangements
requires a subsequent repayment. Calls may be recorded for training and
subject to the charges shown in Section 4. If your alterations are considered
You may pay your balance in full at any time up to 56 days before
quality purposes. If you book via our website, or if you have chosen for us
a rebooking, the price payable will be the price current on the day of
departure, but until that time the price may be subject to change. We
to contact you via e-mail, we will communicate with you using the email
alteration
reserve the right to pass on any increase resulting from surcharges imposed
address you have provided to supply you with your travel documentation.
Name changes:- If you are prevented from taking a package holiday we
by suppliers or exchange rate fluctuations. At present airlines, airports and
We will assume that your email address is correct and that you understand
will endeavour to arrange a change of name, provided you tell us at least
government bodies are regularly increasing their fees. Again, we reserve
the risks associated with using this form of communication. You must inform
21 days prior to departure, provide evidence of your inability to travel and
pay the cost of the changes. We will charge £50 per name change in
the right to pass these charges on in full should they apply to your purchase.
us immediately of any changes to your method of communication. Please
note that you may still need to contact us via our call centre or in writing as
addition to any charges levied by the service providers, for example the full 10. OUR LIABILITY
required in our Terms and Conditions.
cost of a new airline ticket (subject to availability). (a) Package Holidays:- Should you or any member of your party suffer
b) Other Travel Arrangements:- In these circumstances we will charge an illness, personal injury or death, through any misadventure out of any activity
16. LAW OF CONTRACT
amendment fee of £50 per person plus any amendment fees charged by that does not form part of the package holiday purchased from us, we will
The contract made between the Company and client shall be governed by
our suppliers. If the prices charged have changed since booking you will try to help you if we can. This may include translation services, advising you
the Laws of England and Wales and any dispute will be dealt with in the
be charged any additional amounts. of foreign lawyers if necessary and contact with overseas authorities. All
Courts of England and Wales. If you live in Scotland or Northern Ireland
Please note: In all cases a change to the outbound travel date, once requests for assistance must be made within 3 months of returning home
you may take legal action in their Courts.
confirmed, is regarded as a cancellation and rebooking, not an alteration and will not under any circumstances exceed £5000 per booking.
17. BROCHURE VALIDITY
to the booking. Some suppliers, particularly airlines, may consider a name You must contact us before taking any action, including instructing lawyers
Gold Medal Travel Group - Pure Luxury City Holidays. Published October
or other change to an existing booking, as a cancellation and rebooking, and advice will be given at our discretion. Where you have legal expenses
2009. This brochure is valid from 01 October 2009 - 31 December 2010.
with up to 100% cancellation charges. If the services booked are insurance you must show us that you have made an appropriate claim
dependent on a minimum number of people using the service, we will have under it. We are responsible for ensuring that your package holiday is of a Pure Luxury is brought to you by Gold Medal Travel Group PLC.
to recalculate the total cost if the number of passengers travelling has reasonable standard and as described to you. If any part fails to reach this The Trident Centre, Port Way, Ribble Docklands, Preston, Lancashire.
altered. The cost may therefore increase but as this is not a cancellation standard and affects the enjoyment of your holiday, we will offer PR2 2QG, UK. Tel. No. 44 (0) 1772 251133 Fax. No. 01772 251188
charge, it may not be covered by your insurance. No refunds can be given reasonable compensation providing it is not due to events outside our Website: www.pureluxuryholidays.co.uk
for part used or unused services. control. Our liability in all these cases is limited to a maximum of three times Registered in England No: 1376076 VAT Registration No. 239384142
130 | BOOKING CONDITIONS
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