YOUR CONTRACT IS WITH Bellarome Ltd, a Member of TTA.
1. Your holiday contract
Holiday Contract - Our contract with you is made when you ask for your holiday booking to be confirmed. All bookings are made on the basis of these core terms, relevant information and the details on your invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts.
2. Your financial protection
Bellarome Ltd holds an ATOL licence (number: T7347) issued by the Civil Aviation Authority and is a member of Travel Trust Association (number: U7789). When you book a package holiday with us you can be confident that your money is 100% safe. ATOL and Travel trust Association (TTA) will ensure that you are repatriated or given a full refund in the unlikely event of our financial failure, and if you have booked a package holiday with us.
Customers that book separate flights and accommodation or scheduled flights direct with an airline themselves do not have the same financial protection as those customers who book flights as part of a package through Bellarome Ltd. TTA and TTA 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 TTA’s Code of Conduct.
3. Travel Trust Association (TTA)
The TTA is a travel trade association. Our membership base consists of Travel Agents, Tour Operators and Travel Organisers. The Travel Trust Association exists in order to provide you, the customer, with 100 percent financial protection and has been doing so for over fifteen years. This means that every penny that you pay to our members is protected by the TTA. For further information about TTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact Travel Trust Association, 3rd Floor, Albion House, High Street, Woking, Surrey, GU21 6BD. Registered company number. 2813371 or visit www.traveltrust.co.uk
www.abta.com.
4. ATOL Protection
ATOL is a financial protection scheme managed by the Civil Aviation Authority (“CAA”). Each ATOL holder is issued with a unique ATOL number, which can be checked on the ATOL website, and must contribute to a protection fund called the Air Travel Trust (ATT). In the event of an ATOL holder’s failure, the ATOL Scheme ensures customers who paid and contracted with the ATOL holder for an air holiday package or a flight, do not lose the money paid over or are not stranded abroad. To learn more about ATOL and how it protects you visit the Civil Aviation Authority website at www.caa.co.uk
5. Your Holiday Price
a) The holiday price as quoted at the time of booking, at which time your deposit will be taken, will be confirmed as definite, subject to surcharges as detailed below. Prices shown on our website and in our brochure, which make up the inclusive cost quoted on our final invoice, are based on special contract rates. Verbal and website price quotations will be regarded as provisional until confirmed in writing on your confirmation Invoice. In the unlikely event of an administrative error resulting in an incorrect price being displayed on the website, we reserve the right to correct the price. Offers are not combinable unless expressly stated and may be withdrawn at any time. We have no control or jurisdiction over prices that may be charged at the destination for the same or similar services and can accept no responsibility or liability if these differ from those quoted therein. All prices indicated are for guidance only
b) Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes and embarkation or disembarkation fees at ports and airports and exchange rates, mean that the price of your travel arrangements 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 travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged to the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agent’s commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday 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 and insurance premiums paid.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
6. If You Change Your Booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of £25, and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
7. If You Cancel Your Holiday
You or any member of your party may cancel your booking, or part of it, once it has been confirmed, but the instructions will only be valid if put in writing and signed by the person who made the booking i.e. the lead name on the booking. These written instructions should go direct, to us. To compensate us for the expense of processing your booking and for the risk that we may not be able to resell the holiday, we charge a cancellation fee on the scale shown below in clause 7. The amount payable (by whoever confirmed the booking) depends on when we receive your written instructions - the more notice you give, the less we will charge. If you have to cancel for reasons covered by your insurance policy you should be able to recover your cancellation charges.
8. If We Change or Cancel Your Holiday
It is unlikely that we will have to make any changes to your holiday, but we do plan the arrangements many months in advance. Sometimes we may have to cancel your holiday or make changes, which we reserve the right to do at any time. Most of these changes are very minor, but where they are significant/major, we will inform you or your Travel Agent when you book, or, if you have already booked, as soon as is reasonably possible if there is time before your departure. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause. In accordance with EU
Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer.
Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate.
Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard. If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:
|
If we make a major change to your holiday |
If we cancel your holiday |
If you cancel your holiday |
| Period before departure within which notice of Cancellation or major change is received by us or notified to you |
Amount you will receive from us |
Amount you will receive from us |
Amount of cancellation charge |
| More than 70 days |
Nil |
Deposit Only |
Deposit Only |
| Between 56 – 70 days |
£10 |
Deposit or 100% Of holiday cost if Balance paid |
60% of holiday cost or deposit if greater |
| Between 28 - 56 days |
£15 |
100% of holiday cost |
80% of holiday cost or deposit if greater |
| Between 14 - 28 days |
£25 |
100% of holiday cost |
100% of holiday cost |
| Less than 14 days |
£40 |
100% of holiday cost |
100% of holiday cost |
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Force Majeure - this means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions.
9. If You Have A Complaint
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will endeavour to put things right. If we cannot resolve the problem at the resort or during your flight, you must write within 35 days of your return from holiday to our Customer Relations Department giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
10. Our Liability to You
Our liability to you for any loss or damage which you may suffer is limited to twice the price of your holiday. This excludes personal injury resulting from the non-performance or improper performance of the services involved in the holiday, and is subject to the limitation of liability described below. Health and safety standards applicable to the services provided by us under this contract should meet the local standards applicable to your holiday destination. However you should be aware that these vary widely across the programme and may well not match those standards we enjoy in the UK. Any compensation payable by us shall be limited in accordance with the lowest limit allowed under applicable International Conventions (Warsaw Convention 1929 as amended, Montreal Convention 1999 as amended, E.C. Reg No. 2027 - 1997, EC Reg No. 889 - 2002, EC Reg No. 261 - 2004, EC Reg 2111 - 2005 and EC Reg 1107 - 2006, Athens Convention 1974 (For Ships), Berne Convention (For Rail) and Paris Convention (For Accommodation) governing the services, or the amount you can recover from them under the laws of the UK or the country in which they operate. Transport operators have their own conditions of carriage, which form part of your contract with us. These conditions, and the provisions of the International Conventions, generally limit the liability of transport operators. Copies available on request. For other holiday arrangements, because we are acting as booking agent, we have no liability for any of the travel arrangements, and in particular no liability for any illness, personal injury, death or loss of any kind.
11. Disputes
In the event of a breakdown of communication or a serious disagreement please bring this to Bellarome Ltd’s attention at your earliest convenience. The majority of problems can be resolved immediately. If your complaint is not resolved, written notification should be sent to Bellarome Ltd within 21 days of your return. In the event that complaints arising out of or in connections with this contract cannot be amicably settled, the complaint may be referred to arbitration, which is arranged by the Travel Trust Association, who can act as an independent intermediary:
Travel Trust Association
Complaints Department
3rd Floor, Albion House
High Street
Woking
Surrey
GU21 6BD.
12. Disorderly Behaviour
We reserve the right to terminate without notice the holiday arrangements of any client whose behaviour is such that it is likely in our opinion to cause distress, damage, danger or annoyance to our customers, employees, agent’s property or a third party. Furthermore, if you are prevented from travelling because, in the opinion of a person in authority, you appear to be unfit to travel or cause distress or discomfort to other passengers, then our responsibility for your holiday ceases. No refunds will be given. We have no control over the behaviour of other people staying in or visiting your holiday accommodation. Your accommodation is provided solely for the use of passengers shown on the final confirmation invoice as confirmed by us; subletting, sharing or assignment is prohibited. We expressly reserve the right to prevent you from participating in the excursions we provide, whether pre-booked or purchased in resort, if in the reasonable opinion of our staff or those of the excursion provider, you are either unsuited to undertake the excursion, or if you appear to be under the influence of drugs or alcohol. In these circumstances your sole remedy against us will be to obtain a refund of the cost of that excursion.
13. Prompt assistance in resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
14. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
15. Data Protection
We have a legal duty in accordance with the Data Protection Act to protect any information we collect from our customers. We take full responsibility for ensuring that proper security measures are in place to protect your information. We are required to pass customer information on to the relevant suppliers. The information may also be provided to security or credit checking companies. We will only pass data, including sensitive information, to people responsible for your travel arrangements. In making this booking, you consent to this information being passed to the relevant persons. You are entitled to a copy of the information held by us about you. If you would like to see this information please contact us. (This may incur a small charge to you).
