BOOKING CONDITIONS

Booking conditions

Please read the following booking conditions carefully as they set out the terms and conditions of the contract between you and Gold Medal Travel Group PLC (“we”, “us” and “our”).  These booking conditions apply to bookings of packages, accommodation only and/or flight only. Bookings may only be made by and for residents of the UK. We reserve the right to cancel any bookings relating to non-UK residents. Your contract will be governed by English law and any disputes will be dealt with in the courts of England and Wales. Our obligations to you will depend on whether or not you buy a package holiday. A package holiday (“Package”) as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992. Section A.  Package Holiday consists of transport and accommodation booked at the same time at an inclusive price.  Section B Other Travel arrangements such as flights, or accommodation booked separately are sold by Gold Medal as an Agent for the supplier and you will have a direct contract with them. Section C indicates applicable to all bookings.

A. PACKAGE HOLIDAY
The information in our brochure and on our website, along with the terms set out below and the terms set out in section C, apply when you book a Package.

A1. Your Contract/Financial Protection
All Sales that incorporate flights include the amount of £2.50 per person as part of the ATOL Protection Contribution we pay on your behalf. The air holidays and flights in the brochure are ATOL Protected, since we hold an Air Travel Organisers Licence granted by the CAA (ATOL 2916). In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us. For further information visit the ATOL website www.atol.org.uk.  We are also members of ABTA (V6805) and comply with their Code of Conduct and provide financial protection for package holidays where appropriate. Where you book with us via an agent, payments you make to that agent will be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pass on such payments to us for so long as we do not fail. In the unlikely event of our failure, any of your payments held at that time by the agent or any payment subsequently accepted from you by the agent, is and continues to be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. 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.

A2. Price Changes
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports mean that the price of your Package may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your Package, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your Package, you will have the option of accepting a change to another Package if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. You must cancel within 14 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your Package go down due to the changes mentioned above, by more than 2% of your Package cost, then any refund due will be paid to you.

A3. Changes Made By Us Before Travel
From time to time we may have to change details of the package you have booked. If any change will have a significant effect on your package, we will tell you about it before you travel, if there is time. Changes we will tell you about include:

  • Change of your UK departure airport (although a change between London airports including Gatwick, Heathrow, Stansted, Luton will not usually be considered significant).
  • Significant change of your destination
  • A change of more than 12 hours to the time you leave the UK or your destination
  • If we downgrade your accommodation by one full Tour Operator rating

If you do not want to accept a significant change, which we tell you about before you depart, we will, if we are able to do so, offer you an alternative package of equivalent or closely similar standard and price at no extra cost, or a less expensive package, in which case we will refund the difference in price. If you do not wish to take the alternative we offer you, you can choose a different package offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel your Package and receive a full refund of any money you have paid to us, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Unless the change is as a result of circumstances listed in the paragraph below headed ’Circumstances Beyond our Control’, we will pay you compensation. If you have not accepted the change but have accepted an alternative holiday, the compensation we will pay you will be nominal and will be to compensate you for the inconvenience of having to make alternative arrangements but otherwise we will have no liability to pay you compensation. If you have accepted the change, again, the compensation will be nominal unless, upon your return, you can justify to us that you suffered an actual loss as a result of the change we made to your holiday. If you have not accepted the change and have accepted a refund of your holiday cost, the compensation will be a nominal sum designed to compensate you for your inconvenience of arranging for the refund and making any alternative arrangements you subsequently make but otherwise we will have no liability to pay you compensation.

A4. Minor Changes By Us Before Travel
Any change which we do not consider significant, is a minor change. We will endeavour to tell you about a minor change before you travel but we are not obliged to do so and we will not pay compensation. The flights we offer are operated by a range of scheduled or charter airlines, using wide or narrow body jet aircraft. It may not be possible at the time of booking to specify the airline or type of aircraft. Please note that two airlines may share the same services, therefore a flight may not be operated by the airline whose designated code is shown on your itinerary and ticket. We are required to inform you of the identity of the airline operating your flight. Any changes to the operating airline will be notified to you in all cases at check in or at the boarding gate. We reserve the right to change airlines or aircraft types at any time and changes of this type will not constitute a significant change.

A5. Cancellation By Us
We reserve the right to cancel any package sold but we will not do so within 10 weeks of departure except on rare occasions for example if there is insufficient demand for your particular Package, or are forced to do so because of unusual circumstances we could not have foreseen, where we could not avoid the results of those circumstances even after taking all reasonable care. (See ‘Circumstances Beyond Our Control’ below) No compensation will be payable in these circumstances, whenever they happen, and we will only have to offer you the below choices. We can also cancel if you fail to make payment for your booking on time. If we have to cancel a package for any particular reason, we will tell you as soon as reasonably possible. In these circumstances, we will, if we are able to do so, offer you an alternative Package of equivalent or closely similar standard and price at no extra cost, or a less expensive Package, in which case we will refund the difference in price. If you do not wish to take the alternative we offer you, you can choose another offered for sale by us and pay any price difference. Or, if you prefer, you can receive a full refund of any money you have paid to us, except for any amendment or credit card charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

A6. Circumstances Beyond Our Control
Except where we say differently elsewhere in these conditions, we will not pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if we have to change your Package after departure, or we, or our suppliers, cannot supply your Package, as we, or they, had agreed, or you suffer any loss or damage of any description, as a result of circumstances beyond our control. When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened) and significant building work ongoing outside of your accommodation, which is not known to us in advance of your departure date and building work from a third party (such as resort development).

A7. Changes Made After Travel
If, after your departure, a significant part of your pre-booked Package arrangements cannot be provided, you will be offered a suitable alternative if possible. If appropriate, we will also pay you compensation in accordance with the table in the section entitled ‘Changes Made By Us Before Travel’ unless the reason for the change is due to circumstances beyond our control (see section entitled ‘Circumstances Beyond Our Control’). If it is not possible to offer you a suitable alternative or, for good reasons, you do not accept the alternative arrangements, you will have the right to cancel your booking. In this event, you will have the right to be returned by the same means of transport to your original departure point at no extra cost provided that transport is available. This does not impose an obligation on us to make specific transport arrangements for you if none are available.

A8. Flight Delays
Where a flight is cancelled, delayed or overbooked, you may be entitled to make a claim against the airline concerned under the Denied Boarding Regulations 2004. Full details will be available at all EU airports and from your airline. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your airline and will not automatically entitle you to reimbursement of the cost of your holiday from us.

A9. Our Responsibilities Towards You
We accept responsibility for ensuring that the package you buy is of a reasonable standard and as originally described to you, subject to any amendments you accept prior to departure. If any part of the package is not as described, we will pay you reasonable compensation as appropriate for that part of the package unless this is due to circumstances beyond our control. We have taken all reasonable steps to ensure that the services provided by ourselves and our suppliers are of a reasonable standard but we do advise that not all local standards will reach the standards you might expect in the UK.

If whilst on holiday you suffer an injury, illness or death as a result of a fault on our part, or on the part of our suppliers or their employees acting in the course of their employment we may pay compensation similar to that which you might receive under English law, in an English Court. However, we will not do so if your injury, illness or death was your own fault, the fault of someone unconnected with the package we sold or if it was due to an event which could not have avoided even with all due care or which could not have been anticipated.

You must notify us of any potential claim within 3 months of returning home and agree to assign any rights you have against the supplier at fault to us to enable us to recover any payments we make to you. Where the incident is covered by an international convention, such as those relating to international air and sea travel and hotel or rail transport, our liability will be limited accordingly. Please ask to see the relevant Conventions that may apply to your package.

Please note, we cannot accept responsibility for any services which do not form part of our contract; for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you. If you suffer an injury illness or death whilst taking part in an activity which does not form part of your package holiday, we will, at our reasonable discretion offer advice and assistance to enable you to consider taking legal action against those responsible.

Maximum Liability: Our maximum liability is £5,000 per booking form and if you have legal expenses insurance, we would expect you to make a claim against that policy and in all cases, if you recover compensation, to repay any costs which we incur on your behalf. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £1,000 for luggage and £300 for personal possessions (including money).

Where any claim or part of a claim relates to any transport (including the process of getting on/off the transport) provided by any air, sea, rail or road carrier or any stay in an hotel, the maximum we will have to pay you in respect of that claim or that part of a claim if we are found liable to you on any basis is the maximum which would be payable by the carrier or hotelier concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, Athens Convention for international travel by sea, Warsaw Convention as amended or unamended the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Berne Convention for international travel by rail). Where the carrier or hotelier would not be obliged to make any payment to you under the international convention or regulation in respect of a claim or part of a claim, we are similarly not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier or hotelier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available on request.

Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

A10. Airline Collapse
In the unlikely event that the airline with which you are travelling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative flight home for you.

B. SINGLE COMPONENTS
The terms set out below, together with the terms set out in Section C apply when you book a ‘Flight Only’ or only a ‘Hotel’. They apply whether you book one component or more than one component. Booking more than one component does not create a Package.

B1. Price Changes
Price increases may occur any time prior to departure, you will be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you have paid, we will endeavour to provide details to you.

B2. Transfer of Bookings
In the case of a scheduled flight only booking, transfer to another person will involve cancelling the original booking, thereby incurring any relevant cancellation charges and then making a new booking, which will be subject to availability and any additional price increase.

Transfer of any other type of booking is subject to the supplier’s own terms and conditions and the applicable amendment or cancellation charges as stated in section C.

B3. Changes Made to Your Booking
Where a supplier makes a change to a non-Package booking you do not have the same legal rights as with a Package booking. If we are aware of any change which we believe will materially affect your booking we will tell you as soon as reasonably practicable but you must appreciate that we will only have an obligation to tell you if we have been told in the first place by the supplier. In the case of flights, we recommend once you have departed the UK that you check directly with your airline or view your scheduled flight details on www.checkmytrip.com for any schedule changes. When a change occurs it is the responsibility of the supplier to make alternative arrangements; it is not our responsibility. Where, however, we believe a change has a significant effect on your booking, we will endeavour to arrange with the supplier(s) to provide you with suitable alternative arrangements. If suppliers impose additional costs for any alternative arrangements you will be obliged to pay those. If the supplier authorises a refund to be made, we will pass this onto you, less insurance premiums and Airline Failure Protection where applicable.

B4. Our Liability to You
Our responsibility is to make arrangements for the provision by the relevant suppliers (including air carrier of air transport, accommodation owner/supplier, car hire provider) of the components you book, but we do not have any responsibility for the operation of the component itself. We have no liability to you for any dissatisfaction, loss of enjoyment, loss, injury or damage which results from your use of the single component unless we have negligently failed to select a normally competent provider of the relevant component. Further, we have no liability to you in any event for any consequential loss which you may suffer in relation to any arrangements which you book to coincide with the single component you have booked with us. Please note, with the exception of flight only or flight-plus bookings in the unlikely event of our collapse/insolvency, any money you have paid is not protected by a scheme of financial protection. If this is important to you, we recommend you book a Package with us or obtain suitable travel insurance.

C. ALL BOOKINGS
Before you book please visit our website or discuss your choice of destination, accommodation and transport with our reservations staff or your travel agent, to make sure it will be suitable for you and the people you will be travelling with. Some travel and accommodation arrangements are only available on a request basis - where this is the case you will be advised at the time you make your enquiry and details of the arrangements on request will be shown on any documentation we issue. Any arrangements that we advise you are on request are not confirmed or guaranteed and are subject to change until we receive confirmation from our supplier.

C1. Your Holiday Booking
The person who signs the booking form or completes the booking online or by telephone is the ‘lead name’. He or she must be over 18 years of age and is responsible for payment of the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable. He or she also agrees to provide accurate and full information to the remainder of the travelling party in relation to the booking, including any changes thereto and confirms that all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions, and all other information in the relevant brochure and on our websites (as applicable). If you are making the booking on behalf of a minor, under the age of 18, who is not travelling with a person 18 or over, we will only allow the minor to travel on the following terms: The parent/legal guardian must be present when the booking is made; the booking is subject to the minor satisfying our suppliers conditions of travel (minimum age restrictions do apply and vary by airline); The parent/guardian will be required, as deemed appropriate by us, to; (a) sign a booking form, (b) complete a letter of authorisation/consent for the minor to travel, (c) provide a photocopy of the photo page in the parent/guardian and minors passport, (d) pay any applicable charges/costs applied by the airline. For all bookings as described in Section A and/or Section B above, a contract will exist between you and us when we issue a confirmation invoice/receipt/e-mail.

Please check your confirmation invoice, ticket and any other documentation you may receive in relation to your booking as soon as you receive it. You must contact your travel agent immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later.  We regret we cannot accept any liability if you do not promptly notify your travel agent of any inaccuracy in any documentation. In the event that we are notified of any changes we will endeavour to rectify or arrange for the rectification of any inaccuracies notified to your travel agent, however you will be liable for any costs involved in doing so pursuant to clause C6.

C2. Payment Terms
If your booking is made more than 10 weeks before the intended departure date, you must pay either: - (i) the full fare (depending on the carrier’s conditions for the travel arrangements in question), or (ii) a non-refundable deposit as required by us and/or the supplier of the services for the arrangements in question, the amount of which will be advised at the time of booking. You will be advised at the time of booking what payment is required for your particular arrangements. The balance of the cost of your travel arrangements must be paid within 10 weeks before the departure date. If your booking is made within 10 weeks of your intended departure date, the total cost of your travel arrangements must be paid at the time of booking. PLEASE NOTE FAILURE TO PAY ON TIME WILL RESULT IN CANCELLATION. If you are purchasing a travel insurance policy through us, the premium for this will also be payable at time of booking.

C3. Special Requests
If you have a special request for anything that is not automatically part of the travel arrangements you book through us, please advise us when you book and we will pass this information on to the companies we work with. Making a special request does not guarantee that we, or the relevant supplier, can meet your request.

If you or any member of your party has any disability or medical condition which may affect your arrangements, please provide your travel agent with full details at the time of booking so that we can advise as to the suitability of the chosen arrangements. If we/the airline/other supplier reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline the booking.  In the event that full details are not given at the time of booking, we reserve the right to cancel the booking when we become aware of these details.  Cancellation charges in accordance with clause C7 will apply. 

C4. Insurance
You must take out adequate travel insurance suitable for your needs before you travel. We cannot be responsible for any costs you incur as a result of you failing to do so. For your own peace of mind the insurance should cover you if you have to cancel your arrangements, or for any emergencies that arise while you are away. Please check your policy when you receive it and take it with you on your travels. The insurance is covered by a 14 day cooling off period which applies if you have not travelled or made any claim under the insurance policy. After this time the insurance policy is non-refundable, it is your responsibility to check the specific terms of the insurance policy at the time of purchase.

C5. Excursions
Excursions include, but are not restricted to, any sightseeing trips, gigs, events or other tours attended in resort for which additional payment is required. Excursions can either be booked and/or paid for in resort (“Resort Booked Excursions”) or pre-booked and paid for when you book your Holiday (“Pre-booked Excursions”). All excursions are supplied by third party suppliers and are subject to the clause C8. We accept, subject to clauses A9 (entitled “Our responsibilities towards you”) and C8 entitled “Suppliers’ Conditions”), responsibility for Pre-booked Excursions. However, Resort Booked Excursions do not form part of your Package and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992. We do not have any responsibility or liability whatsoever for anything which may go wrong on a Resort Booked Excursion. We, our servants, employees or agents are acting, depending upon the actual Resort Booked Excursion, either as agents for the relevant Resort Booked Excursion supplier or as agent for you. In any event the contract for any Resort Booked Excursion is between you and the Resort Booked Excursion provider. It is your responsibility to note carefully any conditions of contract contained in any Resort Booked Excursion, literature, ticket or receipt you are given. For Resort Booked Excursions you may be subject to the laws of the country in which you take your excursion and may be required to bring any disputes or claims before the Courts of that country also.

C6. Changes You Make Before Travel
If you want to change the arrangements you have booked in any way, we will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and to the transport providers terms and conditions. Please note that typically changes to scheduled flight tickets, ferry and Eurostar tickets are very restrictive. Where we can make a change, we will charge for any additional services, facilities, or other items changed, at the price which applies on the day the change is made. In addition, we will also apply charges for each person on the booking and for each item you want to change as shown in the table below. Any booking discount you may have received at the time the original booking was made, may be altered or reduced whenever changes are made. If you have paid supplements for accommodation and the number of people in your accommodation changes, you may have to pay extra and may lose any free or reduced infant and child places or any free group places. And remember any change to your departure date, airport, transport, destination, accommodation, or length of holiday has to apply to all members of your booking.

 

Note: Name changes (including initial changes), destination and date changes can be treated by such suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If the supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of the transport element of your booking and you must also pay the charge listed in the table below.

 

undefined

 

Note 1: In all cases a change to the outbound travel date, once confirmed, is regarded as a cancellation and rebooking, not an alteration to the booking.

Note 2: You are not permitted to change all the names on any booking and at least one of the passengers (over 18) on the original booking must remain, unless you are prevented from travelling for reasons beyond your control and not simply from a change of mind. If the services booked are dependent on a minimum number of people using the service, we will have to recalculate the total cost if the number of passengers travelling has altered. The cost may therefore increase but as this is not a cancellation charge, it may not be covered by your insurance.

Note 3: When we refer to ‘Optional Extras’, we mean anything you choose to add to your booking that is additional to the inclusive transport and accommodation arrangements you book. For example, car hire, weddings or park tickets. If you cancel any Optional Extras for which there is a cost, we will apply the charges above. If you cancel any Travel insurance you booked through us your premium will not be refunded, as cover under the policy will already have begun.

Note 4: No charge will be made for changes to accommodation made during the period stated, with the exception of accommodation booked to coincide with peak periods or special events or when we negotiate special offer rates with our accommodation providers. Such rates may not allow changes to accommodation once booked – any such changes will incur up to 100% charges. Where this applies, you will be advised at the time of booking.

C7. Cancellation By You
The lead name on the booking must give notice to cancel in writing either to their travel agent or to the correspondence address as stated on the invoice and the charges shown below apply from the date we receive the notice at our offices or the travel agent activates the cancellation. In order to cover our expected losses from the cancellation of the booking there is a set scale of charges which must be paid by you if you or anyone travelling with you cancels. Note: These cancellation charges apply to all bookings, except in circumstances where a booking includes items or services where our suppliers own cancellation charges exceed those shown below. In these circumstances any additional cancellation charges will be advised at the time of booking. Please ensure you are certain of the fees applicable to your booking by asking us before proceeding to book your arrangements.

 

undefined

 

*Accommodation Only: Accommodation booked to coincide with peak periods or special events or when we negotiate special offer rates with our accommodation providers may be non-refundable once booked. Where this applies, you will be advised at the time of booking.

In the event of cancellation by some but not all party members, additional charges may be payable (for example, where a twin or double room will only be occupied by one person). Any such additional charges must be paid at the time of cancellation or with the balance of the cost of the arrangements as advised.

Flights: The cancellation charge of flight only bookings will be 100% of the cost of the booking.  Please ensure that you are certain of the fees applicable to your booking by asking your travel agent before proceeding to book your arrangements.  Air tickets returned to us for a refund are subject to an administration fee of £50 per ticket.  Refunds will not be paid by us until they have been received by us from the relevant airline or consolidator.

Please note that where an outbound portion of your flight coupon is not used, the return sector will be automatically cancelled by the airline and will be classed as void. No automatic right to any refund exists for such part-used tickets.

Car Rental: There is no charge to change/cancel car hire more than 24 hours before departure. Cancellations 24 hours or less before departure will incur 100% cancellation charge. If you fail to cancel your reservation prior to the pick-up time and do not collect the vehicle on the pick-up date, or if you fail to comply with the pick-up terms (please see car suppliers website for full terms and conditions), we reserve the right to make a ‘no-show’ charge of 100% of the total car rental booking value and un-used or part-used car hire rental will be non-refundable.

Other Travel Arrangements: (apart from accommodation only and car hire) If you need to cancel you must contact us. Cancellation charges vary depending on the services booked and will be higher the later you cancel and will be clearly stated at the time of booking.

C8. Suppliers’ conditions
Our third party suppliers have their own booking conditions and conditions of carriage, and you will be bound by these, so far as the relevant supplier is concerned. Our suppliers’ conditions will also apply to your contract with us, and in the event of any conflict between the suppliers’ conditions and our conditions, the suppliers’ conditions will prevail, save to the extent that any term in the suppliers’ conditions is deemed to be invalid or unenforceable, in which event our conditions will prevail. Some of our Suppliers’ conditions may limit or exclude liability on the part of the relevant supplier, and, by virtue of their application to your contract with us, may also limit or exclude our liability to you, and they are often subject to international conventions. Where relevant, copies of such conditions may be available for inspection at the office of the relevant supplier.

C9. Baggage
The amount of compensation you may receive for any loss or damage to luggage is limited in accordance with the conventions listed in clause A9. For claims for missing or damaged baggage you must follow the rules on the back or your ticket or contained within the carrier’s conditions of carriage. Please note time limits apply within which to notify us or the carrier and make a claim. We will not accept liability for high value items which you should insure for the appropriate amount.

C10. Flight and Other Travel Timings
Flight timings are provided by airlines and are subject to Air Traffic Control restrictions. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that transport will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and we do not have any liability to you for any delay, which may arise, or for any schedule alterations.

Please note that a flight described as "direct" will not necessarily be non-stop. Where a sector of a flight itinerary is not utilised without contacting the carrier directly, any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred.

Please note the existence of a “Community list” (available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban within the EU Community.

C11. Complaints
We aim to provide the best holiday possible. However, if you are not satisfied please complain as soon as possible to the relevant person (for example, the accommodation management or transport supplier). If they cannot help, you should contact your Travel Agent, who made your booking or contact Gold Medal using the emergency contact number shown on your travel documentation and we will do everything reasonably possible to sort the problem out. When you get back home send a letter to our offices in the UK, within 28 days of returning home. If you have special needs that prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone. For complaints arising from Scheduled airlines, we will act as a liaison between you and the airline, to try to assist in resolving the problem. If we cannot help and you wish to take matters further, you must contact the airline directly. The address to send your completed form and covering letter to is: Gold Medal Customer Relations Department, The Trident Centre, Port Way, Ribble Docklands, Preston, PR2 2QG.
Email your complaint: posttravelcustomerrelations@goldmedal.co.uk

We would point out that failure to follow the above procedures during your holiday, and/or failure to complain within 28 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures during your holiday, you or we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered. It is difficult and sometimes impossible to properly investigate a complaint if we are not told about it reasonably quickly once the holiday is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your holiday, prevent us from carrying out a proper investigation. We aim to resolve all complaints ourselves, but if this is not possible your complaint can be considered under a scheme devised by ABTA and administered by CEDR Solve. We will give you details of this scheme if you ask. The scheme does not apply to claims over £25,000 in total or more than £5,000 a person, or to claims mainly about illness or injury. To take advantage of the scheme you must contact the CEDR Solve within 18 months of returning from your Holiday. Alternatively, you may wish to refer the matter to the European Commission’s Online Dispute Resolution Platform which can be accessed using the following link: http://ec.europa.eu/odr.

Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

C12. Travel Documents And Health Advice
It is your responsibility to have valid travel documents. If we or your carrier are fined as a result of you holding incorrect documents, you will have to pay us the full amount. For up to date UK Government health & travel advice please visit www.fco.gov.uk, www.hpa.org.uk and www.nathnac.org and contact your GP. See our Holiday Information pages and website for further information.

C13. Information Accuracy
We publish brochure and website information many months in advance and, as far as we know, all information is correct at the time of publication. However, things may still change after publication and we check regularly to see if we need to update or correct any information or prices. If there are any significant information changes or we find any mistakes, we will put details on our computer reservation system or website so you will receive the latest information when you make your booking. Descriptions of accommodation, facilities and services we provide are based on information obtained from our suppliers. Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible. Some activities or facilities, watersports for example, may not be available all year round. There may be a charge for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your destination and accommodation. Any transfer times we quote for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen property may be longer.

The prices contained within this brochure are for guidance only. The price of your arrangements will be confirmed at the time of booking by your travel agent and may be different to the price appearing in this brochure.

C14. Data Protection
By making a booking with us, you agree we may use and disclose the information you provide for the following purposes: to enable us to process your booking (which will include passing your information to third party suppliers, such as hoteliers and airlines, and may involve sending your information to countries that do not have an equal level of privacy legislation to that in the UK); for market research and analysis purposes; for improving customer service; for the detection and prevention of fraud or other crime (which may include providing your information to organisations such as Banks and credit card companies); for compliance with legal requirements (which will include passing your information to public authorities such as customs and immigration) and for marketing contact by means of post or telephone to provide you with offers, products and services from companies within the Gold Medal Travel Group and carefully selected third parties. If you purchase travel insurance from us, we will need to pass your personal data (including sensitive personal data and personal/sensitive data relating to other members of your travelling party) to the insurance company. Telephone calls to/from ourselves may be recorded for training and quality purposes and for preventing/detecting crime. If you have booked with us via our website, or if you have chosen for us to contact you by e-mail, we will communicate with you using the e-mail address you have provided to supply you with your travel documentation. We are entitled to assume that the e-mail address you have provided is correct and that you understand and accept the risks associated with using this form of communication. Please note that you may still need to contact us by post or via our call centre as required by our booking conditions. If you wish to make a data subject access request for a copy of any personal data we hold on you, please write to: The Company Secretary, Gold Medal Travel Group PLC, The Trident Centre, Port Way, Ribble Docklands, Preston, PR2 2QG. If you wish to opt out of receiving marketing communications from us, please advise one of our sales consultants or make the appropriate opt out choices on the website when you book.

C15. Your Responsibility
We want all our customers to have an enjoyable, carefree Holiday. But you must remember that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, believe:
- your actions could upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or damage property; or
- you are unfit to travel; we may end your Holiday and terminate your contract. You and your travelling party will be prevented from using your booked accommodation, transport, and any other Travel Arrangements forming part of your booking and we will not be liable for any refund, compensation or any other costs you have to pay. Alternatively at our discretion, you may be permitted to continue with your Holiday but may have additional terms of carriage imposed upon you. See ‘In-Flight Safety in the All You Need To Know/Holiday Information sections of the relevant brochure and on our websites for further details.

In addition to the above and the effect your actions may have on others, you must particularly also bear in mind that you are responsible for your safety, and that you are responsible for the condition of the property you occupy. We are not responsible for any accidents which occur in or around swimming pools due to your inappropriate, or irresponsible behaviour, or for any accidents which occur anywhere on properties because of glass, china or the like which you have broken and/or have left in a way in which injury can result. We expect that you will enjoy your holiday with us. We appreciate that you may well drink alcohol as part of your enjoyment. You must, however, do so responsibly and we will have no liability to you for any injury, loss or damage you suffer as a result of your judgment being impaired wholly or partly by alcohol. We will hold you and the members of your travelling party jointly and individually liable for any damage to the accommodation, furniture, apparatus or other materials located within the accommodation, together with any legal costs we incur in pursuing a claim. It is your duty to report any breakages, defects or damage to an appropriate person immediately. If your behaviour or the behaviour of any members of your travelling party causes any transport aircraft to be diverted we and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion. We cannot accept liability for the behaviour of others in your accommodation or flight, or for any facilities/services withdrawn as a result of their action.

C16. Booking Conditions Amendments and Right to Refuse Travel Arrangements

We reserve the right to add, withdraw and/or amend any of our bookings conditions at any time and without notice and furthermore reserve the right to refuse any booking.

Gold Medal Travel Group PLC, The Trident Centre, Port Way, Ribble Docklands, Preston, Lancashire, PR2 2QG, Registered in England number 01376076

Social Links