Booking Terms and Conditions

These Booking Conditions, together with any other written information we brought to your attention before we confirmed your booking, apply to your booking with Miles Morgan Travel, a trading name of Hays Travel Limited, 25 Vine Place, Sunderland, Tyne & Wear SR1 3NA. (“we” or “us”). Please read them carefully as they set 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. If you have any further questions after reading these Booking Conditions then please contact our customer services team who will be happy to help you.

We are an Accredited Body Member of Hays Travel Limited, ATOL 5534. This means that Hays Travel allow us to trade under their ATOL in accordance with the terms of Accredited Body membership.

We sell travel services on behalf of Hays Travel and benefit from Hays Travel’s membership of ABTA with membership number P520X (the ABTA number may vary depending on which of our branches you booked with).

We act only as an agent. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below.

Booking

By making a booking, you agree on behalf of all persons detailed on the booking that you have read these Booking Conditions and agree to be bound by them; you consent to our use of information in accordance with our Privacy Policy; and you are over 18 years of age.

When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as it may not b possible to make changes later, you may incur charges to make changes and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. Please ensure that the names given are the same as in the relevant passport.

Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay 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 terms and 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.

We do not make any charges for payments by debit card. Payments by credit cards are subject to a 2% handling fee.

Your Contract

When making your booking we will arrange for you to enter into a contract with the supplier(s) (tour operator/airline or other supplier) named on your booking summary. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The supplier’s terms and conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. Please ask us for copies of these if you do not have them.

You may wish to purchase flights, hotel, car rental, transfers or other services on our website. Each component will be provided by different third party providers of the components you have selected. Your contract will be with the individual suppliers and not with us. Since you create your own travel arrangements by adding each component separately to create your own bespoke booking, this is not a package and therefore you are not protected under the Package Travel Regulations; and unless you book a Flight-Plus, your booking may not benefit from ATOL protection either. Until a component has been confirmed by the individual supplier, no contract has been formed.

Cancellation and Amendment

Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their terms and conditions (which may be 100% of the cost of the travel arrangements). We may collect this on their behalf and you also must pay us any applicable administration charges.

Changes or Cancellations by the Supplier

We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

Our Service Charges

In certain circumstances we apply service charges which will be shown on your booking confirmation as follows:

  • Credit card fees (see Payment section above)
  • “Administration Fee for Supplier Failure Cover” (see Your Financial Protection section below)
  • “Flight Plus” (see Flight-Plus section below)
  • “Service Charge” – a charge for the booking agency services we provide to you.

Please note that the term Service Charge does not refer to us putting together a holiday package, it is our standard charge for the service of acting as booking agent.

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.

Complaints

The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. We will of course assist you with this if you wish - please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arranged by ABTA, details of which are set out in these Booking Conditions.

Your Financial Protection

Many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. Please ask us about the protection that applies to your booking.

We provide security for Flight-Plus bookings by way of an ATOL (number 5534) administered by the Civil Aviation Authority (see section below on Flight-Plus Bookings).

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.

Please note that ATOL protection is not available for flights with low-cost carriers or where your payment is made direct to airlines unless they are part of a Flight-Plus (see below). Where necessary, we will add supplier failure insurance to your booking automatically. This protects you by insuring us against the costs of refunding or replacing your booking if a supplier fails. If applicable we will charge an administration fee for supplier failure cover which will be shown on your booking confirmation.

Flight-Plus bookings

Booking a Flight-Plus provides you with ATOL protection under ATOL number 5534 in the event of supplier insolvency, but we are still acting as agent for the individual suppliers and a Flight-Plus booking does not constitute a Package.

A Flight-Plus is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire from separate suppliers (i.e. not a package holiday). When you make a Flight-Plus booking through we will give you an ATOL Certificate showing what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. On all Flight-Plus holiday arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your service providers. Please note however that we have no liability beyond that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers.

An ATOL Protection Contribution of £2.50 per passenger is payable to the CAA on Flight-Plus bookings and this will be reflected on your booking summary as a charge for “Flight Plus”.

For more details as to when a Flight-Plus exists and the protection provided under the ATOL scheme please see www.caa.co.uk.

In respect of Flight-Plus bookings, we are obliged to tell you:

  • 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, 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.

ABTA

We sell travel services on behalf of Hays Travel Limited and benefit from Hays Travel’s membership of ABTA with membership number P520X (the ABTA number may vary depending on which of our branches you book with).

ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. 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.

Arbitration can be used to settle alleged breaches of contract and/or negligence between consumers and ABTA Members. If your claim includes an element of minor illness or personal injury then this can also be considered by the arbitrator, but is limited to £1,500 per person. ABTA’s Arbitration Scheme has helped consumers for more than 40 years. The scheme allows consumers to resolve disputes without going to court; it is speedier, less formal and costs less than instructing solicitors.

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 do not guarantee that they will be met and we will have no liability to you if they are not.

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 (e.g. 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.

Accommodation Ratings and Standards

Accommodation ratings are displayed as provided by the 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 and no warranty is given or implied.

Safety standards in some countries may differ from those applicable in the United Kingdom We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.

Room Allocation

After registration, on arrival at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with your accommodation supplier. Please note that any local taxes and expenses will be payable to your accommodation supplier in resort on check-out.

Building Work

From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. If we are notified of such works we will inform you before you make your booking or within a reasonable time of us being notified.

Elderly/Disabled Clients

We are able to make enquiries of the supplier about the suitability of arrangements for you and provide replies prior to booking. You must make all requests before a booking is confirmed.

Delivery of Documents

All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by post or email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. You must pay any charges made by suppliers if tickets or other documents need to be reissued.

Passports, Visas and Health

We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. 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. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details.

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

Up-to-date travel advice can be obtained from the GOV.UK website.

Final Travel Arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

Force Majeure

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 of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our control or the control of the supplier concerned.

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. 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.

Behaviour

Please be aware that the terms and conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

Data Protection and Privacy

The information that you provide to us in making your booking will be passed on to Hays Travel and to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other serious crime. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.

We and Hays Travel would also like to store and use your personal data for future marketing purposes. If you do not wish to receive future marketing material, please notify us in writing.

Law and Jurisdiction

These terms of business are governed by English law and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

Cruises From Tilbury Daily Mail Offer

Offers apply to new bookings only, may be withdrawn without notice and remains subject to availability. Gratuities of £5 per person per night are not included and will be debited to the on board account. Cruise and Maritime Voyages are offered for sale in the UK by South Quay Travel & Leisure Ltd trading as Cruise and Maritime Voyages. ABTA V9945. Price guarantee terms and conditions apply, please ask a member of staff for details.

Cruise & Maritime Voyages

Cruise & Maritime Voyages are offered for sale in the UK by South Quay Travel & Leisure Ltd trading as Cruise & Maritime Voyages. ABTA V9945. Gratuities at £5 per person per night (£4 per person per night for sailings over 16 nights) debited to your on board account. Prices are per person based on two adults sharing a twin cabin, subject to availability. Viewing of the Northern Lights is subject to suitable weather and atmospheric conditions. Offers are applicable to new bookings and can be withdrawn at anytime.

Hurtigruten Northern Lights Promise

Northern Lights Promise Northern Light Promise Terms & Conditions 2017/18
Northern Lights Occurrence is defined as a sighting from the ship which is recorded by the ship’s deck officers and which is announced to passengers on board. An occurrence can last anything from a few minutes to a matter of hours, and the ships decision as to whether the Northern light occurred is final. We hope that you will experience seeing the Northern Lights whilst on your Classic Round Voyages cruise, although we cannot be held responsible if you don’t. We do however, promise that in the event of there being no Northern Lights Occurrence as defined above on your voyage, we will invite you back to cruise with us once more

Subject to the following ‘Terms and Conditions’ 2017/18
Offer valid for UK and Ireland passengers only. You will be able to take a 6 or 7 days Classic Voyage cruise, departing 1 October 2018 to 31 March 2019 in an unspecified inside twin cabin on a half board basis, (you may upgrade to another grade of cabin and add meals subject to additional costs and availability). This offer applies to all new bookings on the Classic Round Voyages, departing from 1 October 2017 to 31 Mar 2018. Hurtigruten reserves the right to withdraw or amended the offer at any time . Please check at the time of booking as to current status of offer The offer cruise must be booked within 28 days from your return date. A choice of departure dates will be given. ‘Exclusions’ Offer excludes flights, transfers, all on board expenses, excursions, luggage handling. Offer does not apply to re-scheduled or cancelled cruises. Bookings are non-transferable, non-changeable and have no cash value.

Scenic River Cruises

Offers are subject to availability for new bookings made between 24 February and 28 April 2017. Based on the lowest cabin category available, upgrades and single supplements available upon request. Price correct at time of going to print (February 2017). Flights are subject to availability and may incur a supplement. All drinks are included on-board except for a number of rare, fine and vintage wines, champagnes and spirits. Free private door-to-door chauffeur transfers only apply when booking Europe, France and Portugal itineraries. Mileage restrictions of 75 miles applies for door-to-door private transfers, £2 per mile excess will be charged thereafter, UK mainland only.

Fred Olsen Cruise Lines early booking offers

These terms and conditions are in addition to Fred. Olsen's standard Terms and Conditions which are available on the Fred Olsen website. Both must be read before booking. Information correct at time of going to press (February 2017).

Free tips

Free tips offer only applicable on 2018 and 2019 departures for bookings made from 7th March to 3rd May 2017 inclusive. Offer cannot be applied retrospectively, is applicable to new bookings only and is not combinable with any other offer. Free tips are non-refundable, non-transferable and cannot be exchanged for cash.

3 for 2 offer

3for2 offer valid for bookings made from 7th March to 3rd May 2017 inclusive. All three holidays must be booked in one transaction with the same lead name; one holiday must be for a 2018 or 2019 departure, one holiday must be for a 2017 departure and the third booking can be for any departure year. Offer cannot be applied retrospectively, is applicable to new bookings only and is not combinable with any other offer. The value of the cheapest cruise will be divided into three with one third of this value deducted from each of the three bookings. Free cruise value will be calculated after any applicable deal or promotion has been applied. The standard deposit or full payment will be due at time of booking for each cruise, as dictated by the departure date or fare type. If lead guest name is changed, this must apply to all three bookings, subject to the standard Administration Fees. Offer applies to basic cruise fare only (and Fred. Olsen flights where applicable). Should the cost of any of the bookings made under this promotion change due to an amendment request from the guest, FOCL reserves the right to amend the value of the free cruise accordingly. Should any of the cruise bookings made under this promotion be cancelled by the guest, this offer and discounts will be withdrawn and the remaining cruise bookings will be re-priced at the fares applicable at the time of booking. We reserve the right to withdraw cruises from the promotion or make amendments at any time without prior notice. Standard cancellations charges apply to all three cruises based on the fare type that is booked for the relevant cruise.

All inclusive upgrade

All Inclusive Upgrade covers selected house wines by the glass, selected beers, spirits and soft drinks subject to availability. Tours, tips, premium drinks, premium hot drinks, medical facilities and other spend, during travel to the ship and while on board, are not included. Any additional expenditure will need to be paid separately. Drinks ordered on room service (other than those listed in the room); mini-bar drinks, drinks bought ashore; Bookmark Café chocolates and beverages; all speciality coffees; Traditional Afternoon Tea events; and Wine Tasting are all excluded from the Upgrade. All Inclusive Upgrade is charged at £15pppn (£34pppn on Short Breaks and Speciality Sailings). Upgrade must be booked at least six days prior to departure and purchased for the full duration of the cruise by all guests on a booking. FOCL reserves the right to exclude certain cruises. Also includes 50% discount on the published price available of: branded and premium drinks and cocktails (including cocktail of the day and non-alcoholic cocktails). All Inclusive drinks are for the sole consumption of those who have purchased the upgrade. Only one drink may be ordered at one time and the room card must always be shown. Refer to the Fred Olsen website for full Terms and Conditions.

Enjoyment Promise

Enjoyment Promise excludes Party Nights and cruises of 4 nights or less. The Promise only applies to bookings made for departures more than 12 weeks ahead. The Enjoyment Promise only applies to passengers who have contracted with FOCL and excludes cruises on vessels operated by FOCL but booked through 3rd Party operators. Should you wish to invoke the Enjoyment Promise, you will need to inform Guest Relations within 48 hours of sailing. FOCL will arrange and pay for a flight and/or transport back to the UK. FOCL will refund the cruise cost only but will not refund other costs.

Great Rail Journeys Worldwide 2018

  • The Early Booking Discount is only applicable to the basic holiday price. Any single supplements, extra services, insurance or upgrades are charged separately and without discount at the time of booking
  • The Early Booking Offer is only available on bookings made on or before the 2nd June 2017 and does not apply to bookings made after this date
  • The Early Booking Offer has no cash value and cannot be refunded or exchanged for cash or other denominated vouchers
  • The Early Booking Offer may only be used once per booking and cannot be used in conjunction with any other Early Booking Offer
  • The right to use a voucher and / or claim the discount is personal to the original recipient and may not be transferred, copied, reproduced, distributed or published either discreetly or indirectly in any form or by any means for use by any entity or person other than the original recipient
  • The Early Booking Discount must be claimed by quoting code RTW18EBO on Worldwide 2018 tours and made at the time of booking
  • All bookings made using the Early Booking Offer will be subject to Great Rail Journeys Booking Conditions, which are available on request and online
  • The discount will be discounted from your final invoice only, not from a deposit payment
  • The Early Booking Offer is subject to availability and compliance with these terms and conditions. Great Rail Journeys reserves the right to withdraw the Early Booking Offer at any time, without notice, at its sole discretion

Kuoni Upgrade to Premium Economy

The one-way upgrade to Premium Economy offer is valid on new Kuoni bookings made between 14-27 March 2017 to Saint Lucia, Antigua and Barbados. Bookings can be made with Kuoni direct or through travel agents. Valid for 2017 travel only, with a minimum seven-night stay costing at least £1500pp before the Premium Economy inbound flight is added. Valid on selected flights with Virgin Atlantic and British Airways. If the price of the Premium Economy flight exceeds £170 on your preferred flight date, it will not be offered as a free upgrade but we can discount this amount from the holiday price. No cash alternative is available. Valid on paying adult bookings only. This offer can be withdrawn at any time and is subject to availability.

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