Terms and Conditions

These Booking Conditions, together with with our privacy notice and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Designer Travel Ltd of 8 Prince Street, Ramsottom, Lancashire BL0 9FN (“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 (the lead passenger) 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 the Associate who made your booking who will be happy to help you. In the event that you experience any queries please contact our Head of Customer Service - jaynemarlor@designertravel.co.uk.
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 L318X.
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.

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/amount 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 be 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.

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 the booking 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.

When making your booking we will arrange for you to enter into contracts with the suppliers (tour operator, airline or other supplier) named on your booking summary. For most bookings we act as agent for the supplier. We act as your agent when making a booking with most no frills airlines, details will be given at the time of booking. The supplier's booking conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. They may limit or exclude the supplier's liability to you, as well as in accordance with applicable International Conventions. Please ask us for copies of these if you do not have them. Until a component has been confirmed by the individual supplier, no contract has been formed.

4.2 You may wish to purchase flights, hotel, car rental, transfers or other services on our website. The products shown are subject to availability. Each component will be provided by different third party providers for the products you have selected. Your contract will be with the individual suppliers and not with us. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. However, depending on which arrangements you book with us a combination of travel services may be a package under the Package Travel Regulations for which we are responsible as package organiser (see “Where we are package organiser” below).
5. Flights
5.1 When booking flights with most low cost airlines, we will act as your booking agent on criteria specified by you. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. We will arrange for you to enter into a contract directly with the airline concerned. Your payment obligations will be as agreed between you and us. In all other respects, you will be subject to the airline's terms and conditions which you must refer to on the relevant airline's website. You are advised to read these carefully prior to requesting us to book your flight. By making a booking for which we are acting as your agent, you specifically agree to the terms of this clause. We accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself.
5.2 Charter flights: When you book your charter flight through us, we act as agent for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider.

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.

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.
Except where we act as package organiser (see “Where we are package organiser” below), we accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

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.
"Cancellation charges" - we reserve the right to charge up to £100 per booking reference in the event that you or the holiday company you are travelling with cancels your travel arrangements
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.
▪ "ATOL fee" (see “Where we are package organiser” 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.

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 the original 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.

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 the Business Associate you booked your holiday through or our Administration team. 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, ADR scheme, approved by the Chartered Trading Standards Institute, see www.abta.com.
10.3 You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

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.
11.2 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.
11.3 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 package (see “Where we are package organiser” 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.
11.4 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).
11.5 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.
Where we are package organiser
12.1 Depending upon which arrangements you book with us and how they are booked, your travel arrangements may constitute a package holiday where we are the organiser under The Package Travel and Linked Travel Arrangements Regulations 2018.
12.2 Where we are package organiser, we will still be acting as an agent and your contracts will still be with the separate travel service suppliers. However, as package organiser we will be responsible for the performance of the travel services included in your package, irrespective of whether those services are to be performed other travel service providers (our suppliers). If any of the travel services are not performed in accordance with the package travel contract and we don’t put that right we may be liable to offer you compensation, but within the limits of the law and the terms of these booking conditions.
12.3 We provide security for flight-inclusive packages where we are the organiser as an Accredited Body Member of Hays Travel through Hays Travel’s Air Travel Organiser’s Licence number 5534 issued by the CAA of 45-59 Kingsway, London WC2B 6TE (www.caa.co.uk). An ATOL Protection Contribution of £2.50 per passenger is payable to the CAA on package bookings and this will be reflected on your booking summary as a charge for "ATOL fee".
12.4 When you buy a package holiday where we are the organiser which doesn’t include a flight, protection is provided by way of a bond held by ABTA of 30 Park Street, London, SE1 9EQ (www.abta.com).
12.5 Where we are package organiser, You may transfer the booking to another person. An administration charge will be made of £50 per person for transfer requests made more than 61 days before departure, and £100 per person within 61 days before departure. You must also pay any further costs we incur in making this transfer. As most airlines do not permit name changes after tickets have been issued, these charges are likely to include the full cost of the flight. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.
12.6 Where we are package organiser, if you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur if the difficulty is your fault.
12.7 Where we are package organiser, you can contact us to complain about any lack of conformity perceived during the performance of the package or to request assistance if you are in difficulty through [ appropriate Customer Relations contact details ].

We sell travel services on behalf of Hays Travel Limited and benefit from Hays Travel’s membership of ABTA with membership number L318X. 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.
Further information on the Code and ABTA’s assistance in resolving disputes can be found at www.abta.com.

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.

16.1 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. Official ratings are subject to change.
16.2 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.
16.3 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.
16.4 The standard international practice is to let rooms from midday to midday. However times do vary. Check-in times are typically between 2pm and 3pm, check-out times between 11am and 12 noon on the day of departure. Therefore, if you check-in immediately after a night flight this would normally count as one night's accommodation. Similarly, if your return flight is at night you will normally be required to vacate your room at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management.

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.

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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.

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.

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.

If your or any member of your party have any disabilities, it is extremely important that we make the necessary arrangements to make your holiday go smoothly. We must therefore insist that you contact our offices on 0845 123 9482 before completing any reservation to ensure compatibility for the holiday that you choose.

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

19. Passports, Visas and Health
19.1 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. For more information on passports please visit https://www.gov.uk/browse/citizenship/passports
19.2 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 Foreign and Commonwealth Office, visit www.fco.gov.uk.

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. You can obtain further information about passport and visa requirements by logging onto https://www.gov.uk/browse/citizenship/passports 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 Foreign and Commonwealth Office website. If you would like more information about a specific country or resort area log on to https://www.gov.uk/foreign-travel-advice

Please note that when clicking these links you are now leaving our website and we are not responsible for the content of the third-party site

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.

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our obligations to you are affected by any circumstances which we or the supplier of the service in question could not have avoided even if all reasonable measures had been taken. These circumstances 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, weather conditions which make it impossible to travel safely to the destination and all similar events outside our control or the control of the supplier concerned.

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.

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.

We will process any information you give us in accordance with the UK Data Protection Act of 1988. This privacy policy (detailed below) and our security policy explains how we will handle your data and when we will disclose personal information. INFORMATION ABOUT PRODUCTS & SERVICES We may use the personal information you give us to keep you informed about our products and services. You may opt out of receiving such marketing information by advising a member of our team when making your booking/request or subsequently by contacting us on 0845 123 9482 or alternatively writing to us (at the address shown below). We will however never rent or sell your details to third parties for marketing purposes. Visitors to our website who subscribe to Our e-mail service or visitors purchasing products or services on the site who have not opted out from receiving promotional emails, may receive promotional mailings and e-mails from Designer Travel Ltd. PREVENTION OF FRAUD, DEBT TRACING AND COLLECTING MONIES We may use the personal information you provide for the purposes of financial control and debt recovery through outside agencies. ACCESSING YOUR PERSONAL INFORMATION You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. In certain limited circumstances we are entitled to refuse your request. This information will only be sent to the e-mail or postal address on file for the subscriber name associated with it. If you believe that we are storing details relating to you and that these are incorrect or you wish to change or remove them, please contact in writing at the following address: Designer Travel Ltd, 8 Prince Street, Ramsbottom, Lancashire, BL0 9FN. Tel: 0845 123 9482

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

Our web site may contain links to enable you to visit other web sites of interest easily. However, once you have used these links to leave our site you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this Privacy Statement. You should exercise caution and look at the Privacy Statement applicable to the website in question.

Introduction
1 - Designer Travel is committed to respecting your privacy and protecting your personal information. This privacy notice sets out:

When we collect personal information about you;

What types of personal information we collect;

Why we collect it;

How we keep it safe;

Who we share personal information with; and

Your rights and choices about the personal information that we hold.

2 - This privacy notice has been updated to reflect GDPR (the General Data Protection Regulation) coming into effect in May 2018.

When we collect personal information about you

3 - We collect personal information about you whenever you make a booking or otherwise interact with in person or via telephone, our websites, email or other contact methods (whether directly with us or through agents acting on our behalf).

Our legal basis for using your personal information
5 - We will only process your personal information where we have a legal basis to do so. Depending on the circumstances, the legal basis will almost always be one or more of the following:

so that we can make and fulfil your booking or otherwise perform our contract with you;

because it is in our legitimate interests to use your personal information to operate and improve our business as a travel agency;

to comply with a legal obligation;

to protect the vital interests of you or another person; or

because you have consented to our using your information for a particular purpose.

6 - Protecting the confidentiality and integrity of your personal data is a responsibility that we take seriously at all times. We use appropriate technical and organisational measures to help to keep personal data secure against unauthorised or unlawful processing, and against accidental loss, destruction or damage.

6 - Protecting the confidentiality and integrity of your personal data is a responsibility that we take seriously at all times. We use appropriate technical and organisational measures to help to keep personal data secure against unauthorised or unlawful processing, and against accidental loss, destruction or damage.

7 - With suppliers - in order to provide products or services requested by you we share personal data with suppliers of your travel arrangements, including airlines, hotels and insurance providers. In many cases such suppliers will themselves separately be controllers of your personal data.

8 - Within the Hays Travel Group - we share personal information with the other companies in our group (Hays Tour Operating Limited, Hays Beds Limited, Hays Transfers Limited, Hays Foreign Exchange Limited, Hays Transport Limited) where necessary for them to be involved in providing the services you have requested. This privacy notice applies to their processing of personal information as well as to Designer Travel's.

9 - Payment processing companies to process your payment.

10 - With regulatory authorities - it may be necessary to disclose personal data for immigration, border control, security and anti-terrorism purposes, or any other purposes required by regulatory authorities.

11 - It is often necessary for us to send your personal information outside the European Economic Area to fulfil your travel arrangements. This is because the suppliers providing your travel services are located around the world. Also your personal information may need to be transferred to border control and immigration outside of the EEA. This may involve sending your data to countries where under their local laws you may have fewer legal rights.

12 - When you book or register with us we will ask if you would like to receive marketing communications. If you have previously agreed to receive marketing communications we may send you relevant offers and news about our products.

13 - You can change your marketing preferences by contacting us in any way or by using the 'unsubscribe' link in our marketing emails

14 - We will respect your choice as to what communications you wish to receive and the methods by which you are sent them.

15 - We will keep your personal data for only as long as it is necessary for the purposes set out in this privacy notice. For example, after travel we will keep the information related to your booking so that we can respond to any complaints and fulfil our record keeping obligations. After this time, we will securely erase or anonymise personal data.

16 - You can ask us for a copy of the information that we hold about you.

17 - You can also ask us to correct any information which you don't think is correct or to delete the information we hold about you.

18 - To comply with these requests we may need you to confirm your identity by providing documents or additional information.

19 - You have the right to lodge a complaint about how we have handled your personal information with the Information Commissioner's Office (ICO).

20 - Our address is: Data Protection Manager, Designer Travel, 8 Prince Street, Ramsbottom, BL0 9FN