Terms & Conditions
These booking conditions together with our General Information, Privacy Policy and any documents referred to in them will apply to: (A) Your use of our website; (B) Our supply of products and services; and (C) Our contact with you, so please read them and the product descriptions through carefully before booking.Please note that to book any of the products described on our website or to you over the telephone you must agree to be bound by these booking conditions. If you have any questions about the booking conditions, please contact us for clarification prior to booking.
References to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. References to "Travel Arrangement(s)" in these booking conditions are to the accommodation, transport, cruises, experiences, activities, car hire and other services we offer for sale. References to "Supplier" means the supplier of the Travel Arrangements including but not limited to accommodation providers, cruise lines, transfer providers, experience and activity providers and car hire companies. References to "Principal Supplier" or "Principal" means the Supplier with whom your contract is with.
Please print a copy of these booking conditions for future reference.
Please understand that if you refuse to accept these booking conditions, you will not be able to make any bookings with us for any products or services we offer for sale.
About Us
We are Light Blue Travel Ltd ('Light Blue Travel', 'we', 'us', 'our') a company registered in England and Wales Company No: 2686703 with its registered office at 2 nd Floor Nucleus House, 2 Lower Mortlake Road, Richmond, UK TW9 2JA and trading office at 1 Longview Terrace, Histon Road, Cambridge CB4 3JH.
By making a booking, the first named person (the 'lead name') on the booking agrees on behalf of all persons detailed on the booking that he/she:
a.has read these booking conditions, and the General Information and has the authority to and does agree to be bound by them;
b.consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
c.is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
d.accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking and is authorised to use the credit or debit card that is used to pay for the booking;
e.has provided information that is true and accurate;
f.will only make legitimate reservations. False and/or fraudulent reservations are strictly prohibited.
Please Note: We act in the following capacities: as a Package Organiser/Principal in the sale of Package Holidays in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 ('PTRs'); as a Principal in the sale of single-element Travel Arrangement bookings; or as agent in the sale of Packages or single-element Travel Arrangement. This means that your contract will always be with Light Blue Travel regardless of what you book. You will be advised at the time of booking which one of these scenarios applies to your booking and it will also be confirmed on your confirmation invoice. For the avoidance of doubt, we do not sell Linked Travel Arrangements (as defined under the PTRs). Our obligations to you will vary depending upon what you book with us, and we have tried to set them out below as clearly as possible:
(A)Section A contains the conditions which will apply where we are acting as Principal to your booking whether you are booking a Package or a single element Travel Arrangement. Sections B OR C will also apply depending on what you have booked.
(B)Section B contains the conditions in addition to Section A which will apply when you make a booking for a Package with us where we act as the Package Organiser and Principal.
(C)Section C contains the conditions in addition to Section A which will apply where you make a booking for a single-element Travel Arrangement booking with us where we act as Principal.
- (D)Section D contains all the conditions which will apply where you make a single-element Travel Arrangement booking with us, where we are acting as agent. Please note that the Section D terms and conditions are completely standalone.
SECTION A – APPLICABLE TO ALL PRINCIPAL BOOKINGS
1. Your Holiday Contract
All bookings are subject to availability at the time of booking. We do not guarantee that any of the Travel Arrangements or Packages we advertise will still be available at the time of booking.
Your booking with us is subject to the relevant parts of these booking conditions and we advise you to read these carefully prior to booking. In addition to being bound by our booking conditions you will also be bound by the terms and conditions of the companies we choose to facilitate your booking, such terms and conditions are available on request.
A contract will exist with us, as Principal, for your Package or Travel Arrangement as soon as we issue our confirmation invoice via email with a booking reference number. We dispatch this confirmation invoice to the lead name and the lead name will become directly responsible for the payment of the total price and if applicable, any cancellation charges. The lead name will also be responsible for passing any information regarding the booking or any changes made in relation to the booking to all members of the booking party including, but not limited to, information on schedule changes or copies of booking confirmations.
Please check your confirmation invoice carefully on receipt. In the event of any discrepancy in the details contained on the confirmation invoice please contact us immediately at sales@lightbluetravel.co.uk as it may not be possible to make changes at a later date and/or you may have to pay amendment or cancellation fees in accordance with section 4.
These booking conditions are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
2. Your Holiday Price and Payments
We reserve the right to alter the prices of any of the Packages or Travel Arrangements shown. You will be advised of the current price of anything that you wish to book before your contract is confirmed. All prices include any applicable VAT.
The information and prices shown in our brochure or on our website may have changed by the time you come to book. Although we make every effort to ensure the accuracy of the information and prices at the time of publication, regrettably errors do occasionally occur. You must, therefore, ensure you check the price and all other details of your chosen Package or Travel Arrangement with us at the time of booking. Should we become aware of the need to revise information or prices, we may do so by informing you before we accept your booking. In this case, the revised information or prices will be considered to form part of our contract with you as if they had originally been published in our brochure or on our website. We will not be liable for booking errors which are attributable to you or which are caused by unavoidable and extraordinary circumstances as defined in section 6. Where the Package or Travel Arrangement has been incorrectly priced and the booking has already been confirmed, we reserve the right to cancel the booking and refund all monies paid to you.
When you make your booking you must pay a deposit. The amount will vary depending on the product you are booking and will be advised at the time of your enquiry. If we have to make special flight arrangements we reserve the right to charge you the full cost of these flights at the time of your booking. We will quote you the cost of these arrangements before we confirm your holiday. If we advise you prior to booking that your flights are 'non-refundable' then no refund will be due to you for your flights if you later cancel unless we can obtain a refund for you from the airline. Infants must be under two years of age on the date of return travel to qualify for infant status.
Unless you are otherwise advised by us, the balance of the price of your Package or Travel Arrangements must be paid at least 90 days prior to travel, and the date will be advised on your confirmation invoice. If the balance is not paid in time we reserve the right to cancel your holiday arrangements and retain your deposit. Please see section 4 'If You Change or Cancel Your Holiday' (below) for cancellation terms.
Please note: Resort fees including, car parking and refundable deposits are now commonly charged by hotels/resorts, which can only be paid locally and not at the point of booking. We will do our best to inform you of such fees but accept no responsibility for the payment of fees. If you are unclear as to whether resort fees will be payable please ask and we will do our best to advise you.
3. Insurance
It is a condition of booking with us that you take out appropriate travel insurance and you are not permitted to travel with us without having adequate travel insurance in place.
Your policy should include cover for (i) cancellation or curtailment of your holiday as a result of circumstances outside your control (including accident or illness and inability to travel for other reasons), (ii) personal accident, (iii) personal liability, (iv) medical expenses and repatriation in the event of medical need, and (v) cover for costs and liability arising from any specific activity you intend to participate in. Please note, it is your sole responsibility to ensure that the travel insurance purchased is suitable for your particular needs, including without limitation, in respect of any pre-existing medical condition (which must be disclosed to the insurer prior to purchasing the policy.)
Any travel insurance you purchase must include specific cover for Covid-19 related issues and incidents which may affect your Package or Travel Arrangements and, if necessary, travelling to a destination subject to a FCDO advisory against travel.
It remains your responsibility to read and understand the insurance policy and ensure that it is suitable and adequate for your particular needs. Please read your policy details carefully and take them with you on holiday. If you choose to travel without adequate insurance cover, we will not be liable for any losses suffered by you in respect of which insurance cover would otherwise have been available.
4. If You Change or Cancel Your Booking
Changing Your Holiday
If, after our confirmation invoice has been issued, you wish to change your Package or 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 lead name on the booking. You will be asked to pay an administration charge of £40.00 per person per change 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.
Certain parts of Packages and Travel Arrangements (eg scheduled flight tickets or "non-refundable flights") 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 Package or Travel Arrangement.
Cancelling Your Holiday
You, or any member of your party, may cancel your Package or Travel Arrangement at any time. Written notification from the lead name on the booking must be received at our offices. Since we incur costs in cancelling your Package or Travel Arrangement, you will have to pay the applicable cancellation charges shown below in addition to an administration charge of £40.00 per person. Charges may be higher where the flights and/or other parts of your Package or Travel Arrangement we have confirmed to you are "non-refundable" and this will be advised to you at the time of booking. Any party members who travel will receive a revised invoice based on the new party size. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
If you wish to cancel an element of your Package or Travel Arrangement before the full balance is paid your deposit will not be refunded and will not be used to cover any outstanding balance. Certain arrangements may incur a cancellation charge of up to 100% of that part of the Package or Travel Arrangement after it has been confirmed.
In the case of scheduled flights these are non-refundable and are usually fully payable at the time of booking as advised on your booking confirmation invoice. In some cases a deposit is payable and you will be advised of the balance payment date on your confirmation invoice. Once the balance payment date has been surpassed you will be fully liable for the payment of the balance.
Even if an element of your Package is non-refundable, if you wish to cancel your booking you may also have to pay the following cancellation charges in respect of the other elements of your Package.
General Hotel and Villa Bookings
Amount of cancellation charge:
More than 90 days before departure – Deposit only
90 - 61 days before departure – 60%
60 - 31 days before departure – 70%
30 - 0 days before departure – 100%
European River Cruise Bookings
Amount of cancellation charge:
More than 90 days before departure – Deposit only
90 - 61 days before departure – 50%
60 - 31 days before departure – 75%
30 - 0 days before departure – 100%
American Cruise Lines Bookings
Amount of cancellation charge:
More than 90 days before departure – Deposit only
90 - 46 days before departure – 50%
45 days or less before departure – 100%
Cancelling Due to FCDO Advice & Covid 19
Where you choose to travel to a destination subject to Foreign Commonwealth and Development Office ('FCDO') advice against non-essential travel, you accept that once your booking has been confirmed, if you decide not to travel due to FCDO advice, you will have to pay our standard cancellation charges as shown in this section. You are not entitled to cancel and receive a full refund in these circumstances as it is assumed and you confirm that you have made your booking with full knowledge of FCDO advice against non-essential travel.
Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
(i) If you, or anyone in your booking party, test positive for Covid-19, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.
If this happens within 14 days of your departure date, you must contact us immediately as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:
(a) Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by Suppliers);
(b) If not everyone on the booking is affected, you will have the right to transfer your place on the holiday to another person nominated by you, subject always to compliance with the requirements within our booking conditions;
(c) Cancelling your booking, in which case we will impose our standard cancellation charges as at the date of cancellation by you.
You may be able to claim these costs back from your travel insurance – please check your policy wording. If this happens whilst you are on your holiday, please notify us immediately and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. Your travel insurance may cover some of these costs for you – please check the policy wording.
(ii) You fail any tests, checks, have not had any required vaccinations and within the required timeframes or have proof thereof or other measures imposed by a Supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied boarding, entry to the destination, access to the travel services or you are otherwise unable to proceed with your holiday, or any part of the holiday, or you are required to self-isolate within the destination. Your travel insurance may cover some of these costs for you – please check the policy wording.
(iii) You are required to isolate on your return home.
5. If We Cancel or Change Your Holiday
If We Cancel Your Holiday
We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation, including any additional travel arrangements that you have made via another company.
Very rarely, we may be forced by unavoidable and extraordinary circumstances (see section 6 below) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
Where you have booked a Package, additional terms and conditions apply to your booking, please see section 24.
If We Change Your Holiday
It is unlikely that we will have to make any changes to your Package or Travel Arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. 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 or higher standard, changes of carriers. See additional provisions and examples that apply to Packages at section 24.
If we make a major change to your Package or Travel Arrangement, 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 Package or Travel Arrangement and receiving a full refund of all monies paid. This doesn't apply for minor changes. Additional provisions may apply to Packages (see section 24).
6. Unavoidable and Extraordinary Circumstances
In these booking conditions, unavoidable and extraordinary circumstances (also known as Force Majeure) means a situation which is beyond our or the Supplier's control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, but are not limited to whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, flood, epidemics and pandemics, fire, airport, port or airspace closures, restrictions or congestion, flight or entry restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel. Except where otherwise stated in these booking conditions, we have no liability including for compensation, costs and expenses in such situations.
Brexit Implications: please note that certain Package and Travel Arrangements may be affected as a result of the United Kingdom leaving the European Union. This could include changes to the visa requirements of British citizens travelling to, within or through the EU. This is something we will continue to monitor and will advise you as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as unavoidable and extraordinary circumstances, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
We shall have no liability to you for any changes, cancellations, failure to perform, or delay in performance of, any of our obligations that are caused by unavoidable and extraordinary circumstances. If such an event takes place and if affects the performance of our obligations to you we will contact you as soon as reasonably possible to notify you. If you have any concerns about a booking, please contact sales@lightbluetravel.co.uk. We regret we will be unable to issue any refunds, pay you compensation or meet any costs or expenses you incur as a result.
7. Covid 19
Please bear in mind that Covid-19 and the measures and other action being taken by governments, public authorities and businesses to manage its effects (including implementation of mandatory social distancing, face masks/coverings, hand sanitization and temperature checks) is likely to have an impact on Packages and Travel Arrangements for a considerable period of time. We may, for example, be unable to provide certain advertised services or facilities as a result. Such measures / action may be introduced or changed with little or no prior notice. Greater flexibility is therefore likely to be required for the foreseeable future which we would ask you to bear in mind at all times, both before and after departure. Any impact which such measures / action has on your holiday will not constitute a significant alteration to your contracted arrangements and will not entitle you to cancel without payment of the applicable cancellation charges as a result.
8. Flights
Occasionally flight operators change the flight times and for that reason it is important that you confirm your flight times two days prior to departure.
For inbound flights, it may be necessary to reconfirm your flight with the airline. Please check this in the correspondence received from the airline or flight provider including all the relevant booking conditions. 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.
We cannot accept responsibility in the event that you miss your flight if you do not confirm your flight times as described above.
We are not always in a position at the time of booking to confirm the carrier(s), aircraft type and flight timings which will be used in connection with your flight. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. The carrier (s), flight timings and type of aircraft shown on our website and on your ATOL receipt (where applicable) are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets which will be dispatched to you approximately 7-14 days prior to travel. You must check your tickets very carefully immediately on receipt to ensure you have the correct times. It is possible that flight times may be changed even after the tickets have been dispatched, we will contact you as soon as possible if this occurs. Any change in the identity of the carrier(s), flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges.
You have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Package or Travel Arrangement price from us. If your airline does not comply with these rules you should complain to the CAA's Passenger Advice and Complaints Team (PACT) on 020 7453 6888 or visit www.caa.co.uk.
Please note that in accordance with Air Navigation Orders, in order to qualify as an infant status, a child must be 2 years and under on the day of his/her return flight.
Where you have booked a Package or Travel Arrangement that does not include flights and you have booked flights separately in order to take part in a Package or Travel Arrangement we accept no responsibility for any flights, cancellations, amendments whatsoever.
9. ABTA
We are a member of ABTA, membership numbers D6183 and V9324. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. Further information on the code can be found on ABTA's website www.abta.com. Please note that ABTA membership only applies to services shown as provided by Light Blue Travel and not to services provided by any third parties.
10. If You Have a Complaint
If you have a problem during your Package or Travel Arrangement, please inform the relevant Supplier (eg your hotelier or cruise line) and our resort representative, where applicable, immediately, who will endeavour to put things right. Please complete an Event Report while in resort and ask our representative or the Supplier to sign it. If you fail to follow this 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. If your complaint is not resolved locally you should follow this up within 28 days of your return home by writing to our Quality Service Department at Light Blue Travel, 1 Longview Terrace, Histon Road, Cambridge CB4 3JH giving your booking reference number and all relevant information. Please note we do not write to clients when we receive Event Reports sent to us by our resort representatives.
If a complaint arising from your holiday contract cannot be resolved amicably we can 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.
11. Additional Assistance in Resort
If you're in difficulty whilst in resort 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. Excursions
Excursions or other tours, activities, facilities or services that you may choose to book or pay for whilst you are on holiday do not form part of your Package or Travel Arrangements provided by us. For any excursion, tour, activity, facility or service that you book, your contract will be with the operator of that particular service and not with us. We are not responsible for the provision of that service or for anything that happens during the course of its provision by the operator.
13. Your Responsibilities
(a) 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.
(b) Health & Entry Requirements (see section 14). You must check what vaccinations (including but not limited to Covid-19 vaccinations and timeframes) and/or quarantine requirements, if any, are required for your selected destinations.
(c) Airline regulations require women who are 28 weeks pregnant or more on the date of the return travel to have a doctor's certificate stating that they are fit to travel. All pregnant women should check the time limits for travel as most airlines do not accept passengers who are more than 34 weeks pregnant at the date of return travel. In addition, for cruise bookings, women who are up to 23 weeks pregnant at the end of the cruise are required to produce a medical certificate of fitness to travel. The Carrier cannot for safety reasons carry pregnant women of 28 weeks or more by the end of the cruise. The Carrier reserves the right to request a medical certificate at any stage of pregnancy and to refuse passage if the Carrier and/or the Master are not satisfied that any pregnant passenger will be safe during the cruise.
(d) You should provide us with full details if you have any form of disability or impairment which may restrict the enjoyment of your holiday before we issue our confirmation invoice (in the case of cruises see section 17). We will only provide precise information on the suitability of your Travel Arrangements taking into account your needs if you specifically request us to do so. Acting reasonably, if we are unable to properly accommodate your needs, we will not confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details. In the case of a cruise booking you may be required to complete a health questionnaire prior to boarding (see section 17).
(e) You must be responsible for the behaviour of yourself and your party. We can refuse to accept you as a customer or refuse to continue dealing with you if your behaviour is, in our opinion or the opinion of the airline pilot, hotelier, villa manager, other guests or other person in authority disruptive, dangerous, or annoying to other people or property.
(f) To take reasonable care of your baggage and to insure any high value items as we cannot accept liability for such items.
(g) To arrange holiday insurance (see section 3).
(h) To be aware of current FCDO advice at the time of travel and whilst in resort and any testing and quarantine requirements on your return home.
All costs of the above must be paid by you. We do not accept any liability if you are refused entry onto any transport or into any country due to failure on your part to obtain and carry all required documentation or to otherwise comply with all applicable requirements (including health/covid 19 related ones). If failure to have any necessary travel or other documents results in fines, surcharges, other financial penalty, costs or expenses being incurred by us, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result of failure or inability to comply with any health related or other requirements, cancellation charges will apply.
14. Health & Entry Requirements
You must check entry and other official requirements for all countries to or through which you are travelling as well as any requirements applicable on your return to your home country, at the time of booking and in good time before and close to departure. Requirements are likely to change and travel restrictions may be imposed (which could be at no or very short notice prior to departure) as a result of the coronavirus situation. You must also keep up to date with this information while you are away.
Details of any compulsory health requirements applicable to your holiday are shown are shown on our website or will otherwise be advised at the time of booking. It is your responsibility to ensure you obtain details of and comply with all recommended and required vaccinations, health precautions and other health related measures (including those which are introduced to deal with coronavirus) in good time before departure. Details are available from your GP surgery, local travel clinic and the National Travel Health Network and Centre http://travelhealthpro.org.uk/. Information on health abroad is also available on www.nhs.uk/Live-well/healthybody/before-you-travel Vaccination and other health requirements/recommendations are subject to change at any time for any destination, including at short or no notice. Please therefore check with a doctor or clinic or other reliable source of information not less than 6 weeks prior to departure and also closer to departure to ensure that you are aware of and can meet the necessary requirements and have the latest information. Please be aware that there may be enhanced screening/monitoring at exit and entry points both in the UK and overseas. In certain situations and when arriving from certain countries, you may be required to self-isolate or quarantine for a set period on arrival.
It is the responsibility of the person who makes the booking to ensure that all persons travelling are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We do not accept any liability if you are refused entry onto any transport or into any country due to failure on your part to obtain and carry all required documentation or to otherwise comply with all applicable requirements (including health/coronavirus related ones). If failure to have any necessary travel or other documents results in fines, surcharges, other financial penalty, costs or expenses being incurred by us, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result of failure or inability to comply with any health related or other requirements, cancellation charges will apply.
15. Special Requests
Neither we nor the Suppliers are obliged to provide any assistance or meet special requests unless we have agreed as such in writing. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the Supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests.
16. Your Privacy
Information provided by you to us in connection with your Package or Travel Arrangement will be collected and held by us as a data controller in accordance with Data Protection laws and our full Privacy Policy is available here. In order to process your booking and to ensure that your Package or Travel Arrangement can be properly performed we need to collect certain personal details from you. These will include, where applicable, the names and addresses of party members, their passport and insurance details, credit/debit card or other payment details and (with your specific consent), special requirements such as those relating to any disability or medical condition which may affect the chosen holiday arrangements and any dietary restrictions which may disclose your religious beliefs. We must pass on your personal details to the companies and organizations who need to know them so that your holiday can be provided (for example your cruise operator, airline, hotels, credit/debit company or bank). The information may also be provided to public authorities such as customs/immigration if required by them, or otherwise as required by law. If you fail to provide us with this information, we may not be able to plan or confirm your booking. We have appropriate security measures in place to protect the personal details you give us. You are entitled to ask us what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed; to delete, rectify or block the information we hold about you; to complete and restrict its use and to port it to another organisation. You have the right to object to the processing of your data in some circumstances and where we have asked for consent to process your data in ways additional to those listed above (for example, for marketing purposes), you may withdraw this consent.
SECTIONS 17 – 21 APPLY TO CRUISE BOOKINGS ONLY
17. Fitness to Travel
We and any carrier are entitled to administer a health questionnaire prior to boarding. In order to ensure that the carrier is able to carry passengers safely and in accordance with applicable safety requirements. When completing the questionnaire or embarking the ship, you warrant that you are fit to travel by sea and that your conduct or condition will not impair the safety of the cruise ship or inconvenience the other passengers. You must disclose any medical symptoms of any illness (including but not limited to covid-19 symptoms), injury or infirmity bodily or mental or any circumstances suggestive of exposure to any infection or contagious disease, or any other reason that is likely to impair the safety or reasonable comfort of other persons onboard, via the health questionnaire or otherwise. We and any carrier reserve the right to require any passenger to produce medical evidence of fitness to travel in order to assess whether that passenger can be carried safely.
If it appears to us or the carrier, the Master or the Cruise Ship's doctor that you are unfit for travel (amongst other reasons we will deem that person unfit to travel if in the 48 hours or less before sailing they have suffered with any medical symptoms suggestive of a viral illness including but not limited to diarrhoea, vomiting, high temperature, persistent cough, loss of taste or smell or other flu-like or Covid-19 symptoms), likely to endanger safety, likely to be refused permission to land at any port, or to render the Carrier liable for passenger maintenance, support or repatriation, then the Carrier or the Master shall have the right to take any of the following courses: (i) Refuse to embark you at any port; (ii) Disembark you at any port; (iii) Transfer you to another berth or cabin; (iv) (If the Cruise Ship doctor considers it advisable), to place or confine you in the Cruise Ship's Hospital or to transfer you to a health facility at any port, at your expense (v) to administer first aid or any drug, medicine or other substance.
We and the carrier reserve the right to request proof of a complete course of covid-19 vaccinations (including any available boosters) and the dates these were carried out and we reserve the right to cancel, at any time without penalty, any Package, or Travel Arrangement on the basis of any reason relating to covid-19 vaccinations including but not limited to whether these injections have taken place, how many of the vaccinations have taken place, the timeframes or the brand of injection received. In the event that we have to cancel due to any of these reasons, we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment).
Where you are refused embarkation as a result of safety and/or fitness to travel, neither we nor the carrier shall be liable for any loss or expense you experience as a result, nor shall you be entitled to any compensation from us or the carrier. Further, if you or any other passenger for whom you are responsible embarks contrary to this section, you shall be responsible for any loss or expense incurred by us, the carrier or the Master in consequence of such.
18. Equipment and Special Care
The vessels have a limited number of cabins equipped for disabled persons. Not all shore excursions, ports, areas or equipment on the vessels are suitable for access to wheelchairs, disabled persons or persons with reduced mobility. You must check with us at the time of booking to enable us to assess your needs and to ensure that the circumstances do not pose a danger to other passengers. Our decision will be based on safety and will be binding. Passengers who need assistance and/or have special requests or need special facilities, care or equipment with regard to accommodation, seating or services required or their need to bring medical equipment must notify us at the time of booking. You must organise any personal care or supervision yourself at your own expense. The vessel is unable to provide respite services, one to one personal care, supervision or any other form of care for physical or psychiatric or other conditions. Where strictly necessary for the safety of the passenger we and or the carrier can require that a passenger is assisted by an accompanying person who is fit and able to provide the assistance required.
Those passengers confined to wheelchairs must furnish their own standard size wheelchairs and must be accompanied by a travelling companion who is fit and able to assist them. Any ship's wheelchairs are available for emergency use only. It is your responsibility to ensure that all medical equipment is in good working order and that you have enough equipment and supplies to last the entire voyage. The ship does not carry any replacements and access to shore side care and equipment may be difficult and expensive.
You must be able to operate all your equipment. Unless we or the Carrier agree otherwise and in writing you are limited to bringing 2 items of such mobility or medical equipment on board per cabin with a total value not exceeding £2200. All equipment must be capable of being carried safety and must be declared before the cruise. The Carrier may decline to carry such equipment where it is not safe to do so or where it has not been notified in time to enable a risk assessment to be carried out.
19. Assistance Dogs
Please note that assistance dogs are subject to relevant legislation regarding travel. It is your responsibility to check that the assistance dog can be carried to the ports of embarkation and disembarkation and that the dog is not prohibited from going ashore at the various ports of call. Assistance dogs must have all necessary papers and comply with the relevant legislation regarding health, inoculations, training and travel.
20. Medical Treatment
The Vessel carries medical supplies and equipment as required by its flag state. Neither the Carrier nor the doctor shall be liable as a result of any inability to treat any medical condition.
In the event of illness or accident, passengers may have to be quarantined, landed a shore by the Carrier and/or Master for medical treatment. The Company makes no representations regarding the quality of medical treatment at any port of call or at the place at which the passenger is landed.
Medical facilities and standards vary from port to port and we make no representations or warranties in relation to such standards.
21. Maritime Passenger Rights EU Regulation 1177/2010
Definition
'Disabled Person' or 'Person with Reduced Mobility' means any person whose mobility when using transport is reduced as a result of any physical disability (sensory or locomotor, permanent or temporary), intellectual or psychosocial disability or impairment, or any other cause of disability or impairment or as a result of age, and whose situation needs appropriate attention and adaptation to his/her particular needs for the services made available to all passengers.
The following sections (except 'delay' and 'complaints' which apply to all passengers with confirmed bookings) apply to you if you are a Disabled Person or a Person with Reduced Mobility where you have booked a cruise. Where the below information conflicts with our booking conditions, the information below shall take priority to the extent of any inconsistency.
Information
Light Blue Travel's priority is always the comfort and safety of its passengers. We will give you information about whether the arrangements you have chosen are generally suitable for persons with reduced mobility and at the time of booking we will also ask you to provide as much detail as possible of the matters given below so that the company can consider its obligation to carry the passenger in a safe or operationally feasible manner, taking into account any issues relating to the design of the passenger ship or port infrastructure and equipment including port terminal which may make it impossible to carry out the embarkation, disembarkation or carriage of the passenger which may have an impact on the passengers safety and comfort.
The passenger is asked to provide full details at the time of booking if the passenger is unwell, infirm, disabled or has reduced mobility:
- If the passenger requires a special disabled cabin, since there are a limited number of these available and since Light Blue Travel would like to, wherever possible, accommodate the passenger so that the passenger is comfortable and safe for the duration of the cruise
- If the passenger has any special seating requirements
- If the passenger needs to bring any medical equipment on board
- If the passenger needs to bring a recognised assistance dog on board the vessel. Please note that assistance dogs are subject to national regulations
Accompanying Person
Where Light Blue Travel considers strictly necessary for the safety and comfort of the passenger and in order for the passenger to fully enjoy the cruise, it may require the disabled person or persons with reduced mobility to be accompanied by another person who is capable of providing the assistance required by the disabled person or person with reduced mobility. This requirement will be based entirely on Light Blue Travel assessing the need of the passenger on grounds of safety and may vary from vessel to vessel and/or itinerary to itinerary.
Medical Equipment
It is important that passengers contact the manufacturer or Supplier to ensure that any medical equipment they are intending to bring on board is safe to use. It is the responsibility of the passengers to arrange delivery to the docks prior to departure of all medical equipment and to notify the company prior to booking if they need to have medical equipment on board so that the company can ensure that the medical equipment can be carried safely. It is the passenger's responsibility to ensure that all medical equipment is in good working order and for arranging enough equipment and supplies to last the entire voyage. The ship does not carry any replacement and access to shoreside care and equipment may be difficult and expensive. Passengers must be able to operate all equipment.
Limitation
Subject to sections 6, 25 and/or 29 (as applicable) of these booking conditions, the cost of loss or damage to mobility and other medical equipment caused by the fault or neglect of Light Blue Travel, its sub-contractors or agents is subject to Light Blue Travel's absolute discretion to either repair or replace the equipment. Except where Light Blue Travel agrees otherwise and in writing at the time of booking, passengers are restricted to having on board the vessel two pieces of mobility or other medical equipment with a combined value not exceeding £2200 per cabin.
Delay
Where Light Blue Travel reasonably expects the departure of a cruise to be delayed for more than 30 minutes beyond its scheduled departure time, passengers will be informed of the delay and the estimated time for departure and arrival of the resumed service. Where the cruise is reasonably expected to be delayed more than 90 minutes beyond its scheduled departure time, passengers departing from the port terminal shall be offered free of charge snacks, meals or refreshments as are appropriate given the waiting time, provided they are available and can reasonably be supplied. If the delay in departure necessitates a stay of one or more nights or a stay additional to that intended by the passenger where and when physically possible Light Blue Travel shall, subject to sections 5, 6 and/or 24 (as applicable) of these booking conditions, offer passengers departing from port terminals free of charge adequate accommodation on board or ashore, and transport to and from the port terminal and place of accommodation in addition to the snacks, meals and refreshments previously referred to. The maximum amount that Light Blue Travel will pay for accommodation ashore and transport to and from the port terminal shall be equivalent to 80 Euros per person per night for a maximum of three nights. Light Blue Travel will not have an obligation to provide such accommodation ashore where the delay is caused by weather conditions endangering the safe operation of the ship or where the cancellation or delay has been caused by you.
Complaints Procedure
Complaints relating to EU Regulation 1177/2010 concerning the rights of passengers when travelling by sea and inland waterways must be made to the company within two months from the date on which the service is performed. Within one month the company shall respond to the passenger that the passenger's complaint has been substantiated or rejected or is still being considered. However, the time taken to provide the final reply shall be no longer than two months from the receipt of the complaint. If your complaint remains unresolved it will be referred to ABTA or another appropriate independent complaints handling body.
SECTION B: PACKAGE HOLIDAY BOOKINGS
This section only applies to Package Holidays booked with us as Organiser. Please read this section in conjunction with Section A of these Booking Conditions. Sections C and D do not apply.
23. Package
Your contract is with Light Blue Travel as "Package Organiser" under the Package Travel and Linked Travel Arrangements Regulations 2018 ("PTRs").
A "Package" exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:
a. transport (including but not limited to flights, trains and coaches and does not including minor transport services such as a guided tour or a transfer); or
b. accommodation; or
c. rental of cars, motor vehicles or motorcycles (in certain circumstances); and
d. any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term "package" or a similar term.
You will receive the rights and benefits under the PTRs.
It is our duty as the Package Organiser to ensure that you have been provided with all details set out here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/1 before the booking is made. If you have not been given sufficient information please let us know immediately.
You should also be provided with all the following information as set out here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/5 which will be provided in the package travel contract. If you have not been given sufficient information please let us know immediately.
More information on key rights under the Package Travel and Linked Arrangements Regulations 2018 can be found here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/2
23. Transferring Your Package
You can transfer your booking to another person, who satisfies all the conditions that apply to the booking, by giving us notice in writing as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying an administration fee of £40.00 per person, all costs we incur in making the transfer and any balance payments still due. We will advise you of any costs before you proceed with the transfer. No refunds will be given for persons unable to travel or for unused services. The new traveller agrees to be bound by these booking conditions.
24. If We Change or Cancel your Package
Where you have booked a Package and we make a significant change to or cancel the Travel Arrangements which form your Package, the provisions of this section 24 will apply.
We can change your holiday price after you've booked, only in certain circumstances:
Surcharges
Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your Package may change after you have booked. However, there will be no change within 20 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 plus an administration charge of £40 per booking. If this results in an increase equivalent to more than 8% of the price of your Package, you will have the option of accepting the changed price, accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time period shown on your final invoice 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy.
Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you minus an administration charge of £40 per booking. Please note that Packages 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.
Changes to Services
If we make an insignificant or minor change to your Package, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of insignificant changes may include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of airline routing (including from non-stop to indirect flights), change of accommodation to another of the same or higher standard, changes of carriers or minor changes to services available at the accommodation. Please note that carriers such as airlines may be subject to change.
If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your Package you will have the rights set out below.
- We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly but in any event within 7 days as if you do not respond to us within the timescale given your booking may be cancelled.
- If you choose to accept a refund:
2.we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure in which we notify you Amount you will receive from us
More than 90 days £NIL
Between 57 - 90 days £10
Between 29 - 56 days £20
Between 14 - 28 days £30
Between 7 – 13 days £40
Less than 7 days £50
After departure, where we are unable to ensure your return as agreed because of unavoidable and extraordinary circumstances defined in section 6, we will bear the cost of necessary accommodation if possible of equivalent category for a period not exceeding (a) 3 nights per traveller (exceptions apply in respect of persons with reduced mobility and people travelling with them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we have been notified of their particular needs at least 48 hours before the start of the package); or (b) where a different period is specified in any passenger rights legislation applicable to the relevant means of transport for your return, for the period specified in that legislation.
The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any other expenses or losses you may incur as a result of any change or cancellation.
Cancellations
We reserve the right in any circumstances to cancel your Package. For example, if the minimum number of clients required for a particular Package is not reached, we may have to cancel it. Where applicable, the minimum number required will be provided to you with the holiday description, along with the time limit for us to tell you if the Package has to be cancelled. However, we will not cancel your Package less than 90 days before your departure date, except for unavoidable or extraordinary circumstances (section 6), failure by you to pay the final balance or because the minimum number required for the Package to go ahead hasn't been reached.
If we are unable to provide the booked Package, you can either have a refund of all monies paid or accept an offer of an alternative Package 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 Package (unless for unavoidable or extraordinary circumstances) we will pay you compensation as set out in this section.
Period before departure in which we notify you Amount you will receive from us
More than 90 days £NIL
Between 57 - 90 days £10
Between 29 - 56 days £20
Between 14 - 28 days £30
Between 7 – 13 days £40
Less than 7 day s £50
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
25. Our Liability to You
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this Package. If any of the travel services included in your Package are not performed in accordance with the contract, or are improperly performed, by us or the Suppliers, and this has affected the enjoyment of your Package, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the Package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of two times the cost of your Package. Our liability will also be limited in accordance with and/or in an identical manner to
a) The contractual terms of the companies that provide the travel services that make up your Package. These terms are incorporated into this booking; and
b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions.
c) Loss of and/or damage to any luggage or personal possessions and money. The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
You can ask for copies of the travel service contractual terms, or the international conventions from sales@lightbluetravel.co.uk. You have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at UK and EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances (section 6), we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn't apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
It is a condition of our acceptance of liability under this section that you notify any claim to ourselves and our Supplier(s) strictly in accordance with the complaints procedure set out in these booking conditions at section 10.
When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any Suppliers of any parts of the Package for the complaint or claim in question.
Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) 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 (b) relate to any business.
We will not accept responsibility for services, facilities, excursions or activities which do not form part of our agreement or where they are not advertised in our brochure.
26. Financial Protection
We provide full financial protection for our flight inclusive Packages, by way of our Air Travel Organiser's Licence number 5489, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 022 1500, email claims@caa.co.uk. 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.
We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren't able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we 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.
For further information visit the ATOL website at www.atol.org.uk
We provide full financial protection for our (non-flight) Packages by way of a bond held by ABTA – The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.com. You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the Supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA's Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.
SECTION C – SINGLE ELEMENT TRAVEL ARRANGEMENT BOOKINGS
This section applies to single element Travel Arrangement bookings where we are Principal. Please read this section in conjunction with Section A of these Booking Conditions. Sections B and D do NOT apply.
27. Contract
Where your booking is for a single element Travel Arrangement (eg. accommodation only or flight only) in some situations your contract will be with us as Principal but we will not act as a "Package Organiser" and you will not receive the rights and benefits under the PTRs as outlined in Section B of these booking conditions.
We will only be responsible for the provision of any Travel Arrangements, services or activities on a single element Travel Arrangement booking that has been arranged by us and as set out in your confirmation invoice. Any additional activities, services or Travel Arrangements booked directly with the Supplier or anyone other than us will be between you and the Supplier or other relevant person.
28. Pricing
Price increases may occur any time prior to departure and 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.
29. Our Liability to You
For single element Travel Arrangement Bookings, where we are Principal, we have a duty to select the relevant Suppliers of the Travel Arrangements with reasonable skill and care. We have no liability to you for the actual provision of the Travel Arrangement, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the relevant Suppliers with reasonable care and skill, we will have no liability to you for anything that happens on the Travel Arrangement or any acts or omissions of the Suppliers or others. We also have no liability in the following situations:
i. where the Travel Arrangement cannot be provided as booked due to unavoidable and extraordinary circumstances;
ii. where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
iii. where you incur any loss or damage that relates to any business activity.
iv. where any loss or damage relates to any Travel Arrangement, activities or services which do not form part of our contract with you.
30. Financial Protection
We provide financial protection for ATOL protected flights by way of our Air Travel Organiser's Licence (ATOL) number 5489 issued by the Civil Aviation Authority Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. When you buy an ATOL protected flight 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.
We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren't able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we 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.
For any single element Travel Arrangements booked other than flights under this section, these will be financially protected by way of a [X] with [X]. For further information please visit [WEBSITE].
SECTION D – APPLICABLE TO ALL AGENCY BOOKINGS
This section only applies where you have booked Travel Arrangement(s) with a third party Supplier acting as Principal and where we are Agent. These terms and conditions are standalone and Sections A, B and C do NOT apply to these bookings. Your contract will be with the Principal Supplier and their booking conditions will also apply.
1. Contract
Some Travel Arrangements that you purchase, your contract will be with the Principal Supplier of that Travel Arrangement and no-one else. In such circumstances, we act solely as agent for the Principal Supplier. The Principal Supplier's terms and conditions will apply to your contract. We will advise you at the time of booking if this is the case.
When making your booking we will arrange for you to enter into a contract with the Principal Supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your confirmation invoice(s). As agent we accept no responsibility for the acts or omissions of the Principal Suppliers or for Travel Arrangements or services provided by them. The Principal Supplier's terms & conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. In the event of any conflict between these booking conditions and the Principal Supplier's separate booking terms and conditions, these booking conditions will prevail.
All Travel Arrangements which we provide or which are sold through us are not an offer by us to sell any Travel Arrangements, but an invitation to you to make an offer to the Principal Suppliers of the arrangements. We are free to accept that offer on behalf of those Principal Suppliers or to reject it.
These booking conditions are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
2. Booking
We will advise you of the Principal Supplier's details prior to your booking.
The lead name is responsible for ensuring the accuracy of the personal details and any other information supplied to us in respect of yourself and all other members of your booking party and for passing any information regarding the booking or any changes made in relation to the booking to all members of the booking party including, but not limited to, information on schedule changes or copies of booking confirmations.
It is important to check the details on the confirmation invoice to ensure that all elements of your booking are exactly as requested. Please check that all names, dates and timings are correct on receipt of all documents. Please ensure that the names given are the same as in the relevant passport.
Save as expressly set out in these booking conditions, only the necessary booking information that you provide to us will be passed on to the relevant Principal Suppliers of your Travel Arrangements or other persons necessary for the provision of your Travel Arrangements. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant Principal Suppliers, whether in the EEA or not, we will be unable to provide your booking. Please check the Principal Supplier's privacy policy. In the event of any discrepancy in the details contained on any confirmation documentation please contact us immediately at sales@ligtbluetravel.co.uk so that we can liaise with the Principal Supplier as it may not be possible to make changes at a later date and/or you may have to pay amendment or cancellation fees, together with our administration fee of £50 per person.
3. Price
You will be advised of the Principal Supplier's current price before your booking is confirmed.
All prices include any applicable VAT.
We will do our best to ensure that all the information and prices that we advise you of or publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. We are reliant upon the prices and information that the Principal Supplier provides us with. You must check the current price and all other details relating to the Travel Arrangement that you wish to book before your booking is placed.
Resort fees – it is now common place for hotels to charge resort fees which can only be paid locally and not at the point of booking. We accept no responsibility for the payment of resort fees and you should make your own enquiries as to whether any resort fees are payable.
4. Payment
The lead name, acts on behalf of all other persons on the booking and is responsible for all payments in respect of the booking.
When you make your booking, depending on the Principal Supplier, a deposit will be payable, the amount of the deposit will be dependent on the Travel Arrangement that you are booking. You will be advised of the deposit requirements during the booking process and if a deposit is to be taken, when the final balance is due as this will vary between Principal Suppliers. In the case of some Principal Suppliers and Travel Arrangements the full balance will become due immediately. You will also be advised of this during the booking process.
If the deposit and/or balance is not paid in time, we reserve the right, on behalf of the relevant Principal Supplier, to cancel your booking and charge any of the Principal Supplier's cancellation charges together with our own administration charge of £40.00 per person.
On some occasions, particularly with flights, any payment may be non-refundable, and the booking unchangeable. You will be advised if this is the case.
All pricing is reflected in GBP unless otherwise specifically denoted and is valid at time of publication but is subject to change. Unless otherwise stated, prices include all government levies and airport taxes as at the date of publication but not resort fees as per section 3. Dates, itineraries and prices are indicative only. Prices are valid for travel for the date ranges shown.
5. Special Requests
Neither we nor the Principal Suppliers are obliged to provide any assistance or meet special requests unless it has been agreed as such in writing. For your own protection, you should obtain confirmation in writing that your request will be complied with if your request is important to you. Confirmation that a special request has been noted or passed on to the Principal Supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met.
6. If you Change or Cancel your Booking
Any cancellation or amendment request must be made to us in writing to sales@lightbluetravel.co.uk by the lead name on the booking. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, most cancellations or amendments are outside of our control. We cannot guarantee that the Principal Supplier will meet such requests. The Principal Supplier will charge the cancellation or amendment charges shown in their terms and conditions (which may be as much as 100% of the cost of the Travel Arrangement and will normally increase closer to the date of departure). In addition, you must pay us an administration fee of £40.00 per person or alteration as applicable. We will notify you of the exact charges at the time of amendment or cancellation.
Please note:
Some Travel Arrangements may not be changeable after a booking has been made, for example, where discounted
non-refundable accommodation or flights have been booked. You will be advised of any non refundable charges prior
to confirming your booking. Administration fees are non-refundable in the event you cancel your booking.
Flights are always non-refundable once tickets have been issued.
We recommend that in the event of any cancellation you contact your insurance company as you may be able to reclaim the loss depending on the reason for the cancellation and the policy you have taken.
Cancelling – Foreign, Commonwealth & Development ('FCDO') Advice and Covid 19
Where you are choosing to travel to a destination subject to the FCDO advisory against non-essential travel, you accept that once your booking has been confirmed, if you decide not to travel due to the FCDO advisory, you will have to pay the Principal Supplier's standard cancellation charges together with our administration fee of £40.00 per person– you are not entitled to cancel and receive a full refund in these circumstances, as it is assumed and you confirm that you have made your booking with full knowledge of the FCDO advisory against non-essential travel.
Please note that neither we nor the Principal Supplier will have any liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
(a) If you, or anyone in your booking party, test positive for Covid-19, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.
If this happens within 14 days of your departure date, you must contact us immediately as you may no longer be able to travel. We will then contact the Principal Supplier and advise you on what their response is.
If this happens after your Travel Arrangement has commenced, please notify us and/or the Principal Supplier immediately and we will liaise with the Principal Supplier in the hope they will provide you with assistance. Neither we, nor the Principal Supplier will be responsible for covering the cost of any curtailment of your Travel Arrangement, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. Your travel insurance may cover some of these costs for you – please check the policy wording.
(b) You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied boarding, entry to the destination, access to the travel services or you are otherwise unable to proceed with your Travel Arrangement, or any part of it, or you are required to self-isolate within the destination. Your travel insurance may cover some of these costs for you – please check the policy wording.
7. Changes and Cancellations by the Principal Supplier
We will inform you as soon as reasonably possible if the Principal Supplier needs to make a significant change to your confirmed Travel Arrangement or to cancel it. We will also liaise between you and the Principal Supplier in relation to any alternative travel arrangements offered by the Principal Supplier but we will have no further liability to you.
8. Unavoidable and Extraordinary Circumstances
In these Booking Conditions, unavoidable and extraordinary circumstances (also known as Force Majeure) means a situation which is beyond our or the Principal Supplier's control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include but are not limited to, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, flood, epidemics and pandemics, fire, airport, port or airspace closures, restrictions or congestion, flight or entry restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel. Except where otherwise stated in these Booking Conditions, neither we nor the Principal Supplier have liability including for compensation, costs and expenses in such situations.
Brexit Implications: please note that certain Travel Arrangements may be affected as a result of the United Kingdom's decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. This is something you should monitor. This is something which is completely unprecedented and outside our or the Principal Supplier's control, we would treat any such changes as Unavoidable and Extraordinary Circumstances and have no liability to you.
Neither we nor the Principal Supplier shall have any liability to you for any failure to perform, or delay in performance of, any of our obligations that is caused by unavoidable and extraordinary circumstances.
9. Your Responsibilities
You accept responsibility for both you and your party in respect of the following:
(a) 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.
(b) Health & Entry Requirements (see section 11). You must check what vaccinations (including but not limited to Covid-19 vaccinations and timeframes) and/or quarantine requirements, if any, are required for your selected destinations.
(c) Airline regulations require women who are 28 weeks pregnant or more on the date of the return travel to have a doctor's certificate stating that they are fit to travel. All pregnant women should check the time limits for travel as most airlines do not accept passengers who are more than 34 weeks pregnant at the date of return travel. In addition, for cruise bookings, women who are up to 23 weeks pregnant at the end of the cruise are required to produce a medical certificate of fitness to travel. The Carrier cannot for safety reasons carry pregnant women of 28 weeks or more by the end of the cruise. The Carrier reserves the right to request a medical certificate at any stage of pregnancy and to refuse passage if the Carrier and/or the Master are not satisfied that any pregnant passenger will be safe during the cruise.
(d) You should provide us, to pass to the Principal Supplier, with full details if you have any form of disability or impairment which may restrict the enjoyment of your holiday your confirmation invoice is issued. Acting reasonably, if the Principal Supplier is not able to properly accommodate your needs, it will not confirm your booking and/or if you did not give us/the Principal Supplier full details at the time of booking, it will treat it as cancelled by you when they become aware of these details.
(e) You must be responsible for the behaviour of yourself and your party. The Principal Supplier can refuse to accept you as a customer or refuse to continue dealing with you if your behaviour is, in their opinion or the opinion of the airline pilot, hotelier, villa manager, other guests or other person in authority disruptive, dangerous, or annoying to other people or property.
(f) To take reasonable care of your baggage and to insure any high value items as we cannot accept liability for such items.
(g) To arrange holiday insurance.
(h) To be aware of current FCDO advice at the time of travel and whilst in resort and any testing and quarantine requirements on your return home.
All costs of the above must be paid by you. We and the Principal Supplier do not accept any liability if you are refused entry onto any transport or into any country due to failure on your part to obtain and carry all required documentation or to otherwise comply with all applicable requirements (including health/covid 19 related ones). If failure to have any necessary travel or other documents results in fines, surcharges, other financial penalty, costs or expenses being incurred by us or the Principal Supplier, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result of failure or inability to comply with any health related or other requirements, cancellation charges will apply.
10. Foreign, Commonwealth & Development Office ('FCDO') Advice
Please note that the FCDO currently advises against all but essential travel to a number of overseas destinations, including popular holiday destinations. Many of these destinations remain open and welcoming to UK tourists and flights to and from these destinations continue to operate. Whilst holiday destinations remain open to UK tourists, flights continue to operate and holiday services can be performed, we and the Principal Suppliers will continue to offer for sale Travel Arrangements to customers who wish to travel.
If you book a Travel Arrangement during the Covid-19 pandemic, you confirm that you have checked, understand and accept the FCDO travel advice relating to your chosen destination, including where there may be a requirement on you to quarantine upon your return to the UK (or in destination), and understand and accept that there is a heightened risk of travelling during the Covid-19 pandemic, beyond that associated with travel during ordinary times. You are also required to purchase a specialist travel insurance which includes certain cover for Covid-19.
11. Health & Entry Requirements
You must check entry and other official requirements for all countries to or through which you are travelling as well as any requirements applicable on your return to your home country, at the time of booking and in good time before and close to departure. Requirements are likely to change and travel restrictions may be imposed (which could be at no or very short notice prior to departure) as a result of the coronavirus situation. You must also keep up to date with this information while you are away.
It is your responsibility to ensure you obtain details of and comply with all recommended and required vaccinations, health precautions and other health related measures (including those which are introduced to deal with coronavirus) in good time before departure. Details are available from your GP surgery, local travel clinic and the National Travel Health Network and Centre http://travelhealthpro.org.uk/. Information on health abroad is also available on www.nhs.uk/Live-well/healthybody/before-you-travel Vaccination and other health requirements/recommendations are subject to change at any time for any destination, including at short or no notice. Please therefore check with a doctor or clinic or other reliable source of information not less than 6 weeks prior to departure and also closer to departure to ensure that you are aware of and can meet the necessary requirements and have the latest information. Please be aware that there may be enhanced screening/monitoring at exit and entry points both in the UK and overseas. In certain situations and when arriving from certain countries, you may be required to self-isolate or quarantine for a set period on arrival.
It is the responsibility of the person who makes the booking to ensure that all persons travelling are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We and the Principal Supplier do not accept any liability if you are refused entry onto any transport or into any country due to failure on your part to obtain and carry all required documentation or to otherwise comply with all applicable requirements (including health/coronavirus related ones). If failure to have any necessary travel or other documents results in fines, surcharges, other financial penalty, costs or expenses being incurred by us or the Principal Supplier, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result of failure or inability to comply with any health related or other requirements, cancellation charges will apply.
12. Covid-19
Please bear in mind that Covid-19 and the measures and other action being taken by governments, public authorities and businesses to manage its effects (including implementation of mandatory social distancing, face masks/coverings, hand sanitization and temperature checks) is likely to have an impact on Travel Arrangements for a considerable period of time. The Principal Supplier may, for example, be unable to provide certain advertised services or facilities as a result. Such measures / action may be introduced or changed with little or no prior notice. Greater flexibility is therefore likely to be required for the foreseeable future which we would ask you to bear in mind at all times, both before and after departure. Any impact which such measures / action has on your holiday will not constitute a significant alteration to your contracted arrangements and will not entitle you to cancel without payment of the applicable cancellation charges as a result.
13. Our Liability to You
As agent, our responsibilities are limited to making your booking in accordance with your instructions. We cannot and do not accept any liability whatsoever for any improper performance of the service supplied by the Principal Supplier including but not limited to the Travel Arrangement itself, for any information concerning the Travel Arrangement which we pass on to you in good faith, for the performance of your contract by the Principal Supplier or for the acts or omissions of the accommodation provider, its employees, agents or suppliers or any other person or party in any way connected with the accommodation. The Principal Supplier will be set out in your confirmation documents, and where relevant, your ATOL Certificate.
14. Complaints
In the unlikely event that you have any reason to complain or experience any problems, queries or concerns with any element of your Travel Arrangement whilst away, you must immediately inform the Principal Supplier whilst in resort. If you fail to follow this procedure there will be less opportunity for the Principal Supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
Important: claims/complaints about injuries or illness
In the unfortunate event that you suffer an injury or an illness while you are away, and you believe this is the fault of the Principal Supplier, it is very important that you notify the Principal Supplier whilst you are on holiday. Accommodation providers will often not accept claims for illness or injury unless the issue is reported to them at the time.
Most problems or complaints can be resolved whilst you are away, however if you remain dissatisfied please contact us in writing within 28 days of your return by emailing sales@lightbluetravel.co.uk or write to Customer Services, Light Blue Travel, 1 Longview Terrace, Histon Road, Cambridge, CB4 3JH. We will then endeavour to assist in our capacity as agent by liaising with the Principal Supplier on your behalf.
The Principal Supplier will require any documentation to support your complaint in order for them to investigate any problems you may have incurred.
If you fail to follow these procedures the Principal Supplier will argue that it has been deprived of the opportunity to investigate and rectify your complaint.
15. Behaviour
You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Principal Supplier's opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Principal Supplier reserves the right to terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the Principal Supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
16. Flights
Occasionally flight operators change the flight times and for that reason it is important that you confirm your flight times two days prior to departure.
For inbound flights, it may be necessary to reconfirm your flight with the airline or your Principal Supplier. Please check this in the correspondence received from the airline or the Principal Supplier including all the relevant booking conditions. 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.
Neither we nor the Principal Supplier can accept responsibility in the event that you miss your flight if you do not confirm your flight times as described above.
The latest flight timings will be shown on your tickets which are normally dispatched to you approximately 7-14 days prior to travel. You must check your tickets very carefully immediately on receipt to ensure you have the correct times. It is possible that flight times may be changed even after the tickets have been dispatched.
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline. If your airline does not comply with these rules you should complain to the CAA's Passenger Advice and Complaints Team (PACT) on 020 7453 6888 or visit www.caa.co.uk.
Please note that in accordance with Air Navigation Orders, in order to qualify as an infant status, a child must be 2 years and under on the day of his/her return flight.
17. Insurance
It is a condition of travel of our Principal Supplier's Travel Arrangements that all travellers are adequately covered by travel insurance prior to departure.
Your policy should include cover for (i) cancellation or curtailment of your holiday as a result of circumstances outside your control (including accident or illness and inability to travel for other reasons), (ii) personal accident, (iii) personal liability, (iv) medical expenses and repatriation in the event of medical need, and (v) cover for costs and liability arising from any specific activity you intend to participate in, in addition to Covid-19 cover (see below). Please note, it is your sole responsibility to ensure that the travel insurance purchased is suitable for your particular needs, including without limitation, in respect of any pre-existing medical condition (which must be disclosed to the insurer prior to purchasing the policy.)
You must purchase a specialist travel insurance policy which includes specific cover for Covid-19 related issues and incidents which may affect your Travel Arrangements and, if necessary, travelling to a destination subject to a FCDO advisory against travel. It remains your responsibility to read and understand the insurance policy and ensure that it is suitable and adequate for your particular needs. Please read your policy details carefully and take them with you on holiday. If you choose to travel without adequate insurance cover, neither we nor our Principal Suppliers will be liable for any losses suffered by you in respect of which insurance cover would otherwise have been available.
18. ABTA
We are a member of ABTA, membership numbers D6183 and V9324. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. Further information on the code can be found on ABTA's website www.abta.com. Please note that ABTA membership only applies to services shown as provided by Light Blue Travel and not to services provided by any third parties.
Latest revision: November 2021