Terms and Conditions

 

Travel Service Direct (trading as travelserviceflorida.co.uk) is a trading division of Hays Travel Limited (Registered address: 25 Vine Place, Sunderland, SR1 2NA, Country of registration: Great Britain, Registered Company Number: 1990682, VAT: GB193167195)

The trading address of Travel Service Direct  is: MBL House, 16 Edward Court, Altrincham Business Park, George Richards Way, Altrincham, WA14 5GL. Company Registration Number. 7013638. ABTA Membership Number. L6652. ATOL Number 5534.

 

1. CONTRACT:
These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s).

We can book you a package holiday, in which case you will have one contract with the principal, or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agents we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. The principal’s(s’) or supplier’s (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.

Our Terms of Business 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.

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 suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it. All the travel arrangements shown on this website are subject to availability.

 

2. BOOKING DETAILS:
When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the principal(s) or supplier(s).

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately by email at customerservices@travelservicedirect.co.uk Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements.

The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. When 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 suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.

 

3. PAYMENT:
You will be required to pay a deposit or make full payment for your booking at the time of booking (flight bookings with low cost and scheduled airlines need to be paid in full at the time of booking). Where you only pay a deposit you must pay the full balance no later than 12 weeks prior to travel. If full payment is not received by the balance due date, we will notify the principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

 

4. CANCELLATION, AMENDMENT & SERVICE CHARGES 
Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the principal(s) or supplier(s) may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements e.g. for low cost carriers) and you must pay us the cancellation or amendment charge stated below.

 

Charter Flights (TUI & Thomas Cook)

  • Non-refundable from the time of booking and carries a 100% cancellation charge.

Scheduled Flights  (AVRO - Virgin Atlantic, British Airways etc.)

  • Outside 12 weeks of departure = loss of deposit (for fare types which are available on low deposit)
  • Within 12 weeks of departure = 100% cancellation charge

Fares that require full payment at the time of booking are non-refundable from the time of booking and carries a 100% cancellation charge. Due to airline schedule change we may sometimes need to amend your flight timings. Where the new flight times are more than 3 hours difference to the original and the flights are on deposit we will offer you the option to cancel the flight free of charge or to rebook more suitable arrangements.

Hotels 

  • Outside 5 weeks of departure = 15% or loss of deposit, whichever the greater
  • Within 5 weeks of departure = 50% cancellation charge
  • Within 3 weeks of departure = 100% cancellation charge

Villas and Apartments

  • More than 62 days from departure = 15% or loss of deposit, whichever the greater
  • Between 32 and 62 days of departure = 60% cancellation charge
  • Within 32 days of departure = 100% cancellation charge

Walt Disney Travel Company Reservations

Cancellation Fees for bookings with Walt Disney Travel Company (excluding flights and/or cruise, but including Tickets):

  • More than 56 days = £50 pp
  • 56 - 29 days = 30%
  • 28 - 15 days = 40%
  • 14 - 5 days = 50%
  • Less than 4 days = 100%
     

Car Hire & Transfers

  • Outside 2 weeks of departure = 15% or loss of deposit, whichever is the greater
  • Within 2 weeks of departure - 100% cancellation charge

Attraction Tickets

  • Outside 5 weeks (35 days) of departure date = 10% or loss of deposit, whichever the greater
  • Within 35 days of departure date = 100% cancellation charge

All bookings for Discovery Cove are subject to a 100% cancellation charge within 35 days of your booked visit.

Amendments

  • £20 per amendment/Cancellation + suppliers charge

Card Charges

  • Credit card = 2%
  • Debit card = No charge

 

5. INSURANCE:
Many principles/suppliers require you to take out travel insurance as a condition of booking with them. In any event we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. We can provide leaflets for insurance providers on request. You will be asked to sign an indemnity form or provide details of your insurance cover.

All holiday bookings through Travel Service Direct are protected (free of charge) by Supplier Failure Cover (SFC). This means if the supplier of any aspects of your holiday delays your departure, cancels, or goes into liquidation your costs of replacing those aspects are covered up to £1,000 per person. Supplier Failure Cover (SFC) offers additional protection and is not an alternative to a standard travel insurance policy. You will need to purchase travel insurance in addition to this cover. The policy will not cover costs if you decide against travelling or any costs which are refundable or recoverable from companies bonded or insured elsewhere. More information about the insurance can be provided on request.

 

6. DELIVERY OF DOCUMENTS:
All documents (e.g. invoices/tickets/insurance policies) that require to be posted will be sent to you by First Class post. Attraction Tickets will be sent by Royal Mail Specal Delivery. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to the charges stated below.

 

7. PASSPORTS, VISAS AND HEALTH:
It is your responsibility to ensure that your travel documents are correct when travelling to the USA. Each member of your party (including children) must have their own machine readable valid passport (the newer red passport). A Machine Readable Passport has the holder's personal details, e.g. name, date of birth, nationality and their passport number contained in two lines of text at the base of the photo page. A machine can read this text.

The Visa Waiver Program (VWP) allows most British Citizen passport holders to visit for up to 90 days without a visa. If your passport does not show that you are a British Citizen you will need a visa for entry into the USA. Anyone with a criminal record, even if the conviction is “spent”, must apply for a visa to travel to the USA. If you require a new passport we recommend you allow at least six weeks for the UK Passport Agency to process your application. For nationals included in the Visa Waiver Program passports must be valid for at least 90 days from the date of entry.

All Visa Waiver travellers will be required to obtain an electronic travel authorisation prior to boarding a carrier to travel by air or sea to the USA or US Caribbean Islands. The electronic system for travel authorisation will be accessible via the internet for citizens and eligible nationals to apply for advance authorisation to travel under the Visa Waiver Program. To obtain an electronic authorisation simply log onto the ESTA Web site at https://esta.cbp.dhs.gov  and complete an on-line application form. Applications must be submitted prior to travel and the US Department of Homeland Security recommends that applications be submitted no less than 72 hours prior to travel. If you do not have an ESTA you will be refused travel to the USA.

The US Customs and Border Protection department have announced that there will be a $14 charge to apply for an ESTA from 8 September 2010. All payments must be made by credit card.

Please note that any travellers who are not authorised to travel to the USA using this system must obtain a non immigrant visa at a U.S. Embassy or Consulate before travelling to the USA and this should be done as soon as possible as applying for a US Visa can be a very lengthy process.

In addition, The United States Customs and Border Protection require all airlines to collect and send certain passenger information prior to departure. The information includes your country of residence, the full address (including zip/postcode) for your first nights accommodation in the US.

Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details.

We can provide general information about any health formalities required for your trip but you should check recommended practice with your GP, practice nurse or travel health clinic. Further travel advice can be found on www.fitfortravel.scot.nhs.uk  and www.nathnac.org

Any travel advice issued by the Foreign and Commonwealth Office can be viewed at www.fco.gov.uk/knowbeforeyougo

 

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

 

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

If you wish to complain when you return home, please write to the principal/supplier.  You will see the name and address plus contact details in any confirmation documents we send you.

We will of course assist you with this if you wish, please contact us Customer Services by email at customerservices@travelservicedirect.co.uk or by post to Customer Services, Travel Service Direct Limited, MBL House, 16 Edward Court, Altrincham Business Park, George Richards Way, Altrincham, WA14 5GL

If he matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arrange by ABTA. For details see www.abta.com

 

10. PRICES:
All prices advertised on the web site are in pound sterling and include all local taxes. Where a hotel has a Resort Fee this will be payable locally unless otherwise stated.

Travel Service Direct acts as an agent for providing the products and services on their behalf. These prices are subject to availability and are subject to change at any time.

Whilst we endeavour to ensure that the most up to date and correct prices are shown on our web site, there may on occasion be an incorrect price shown. When we become aware of any such error, we will ensure that we act promptly and will attempt to notify you as soon as is reasonably possible. We reserve the right to cancel the booking and you will be given the choice to amend your booking to an alternative holiday, at the correct price. If you do not receive an email confirming your booking request, please contact us immediately.

Unless you have paid for your holiday in full, the price of the holiday on display is subject to change.

 

11. FINANCIAL PROTECTION 

Travel Service Direct Limited is an Accredited Body Member of Hays Travel Ltd, ATOL 5534

All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our bookings conditions for further information or for more information about financial protections and the ATOL certificate go to: www.atol.org.uk/ATOLcertificate


 

 

 

Terms and Conditions: Accommodation Only

 

1. CONTRACT:

We Travel Service Direct (a trading division of Hays Travel Limited), trading as Travelserviceflorida.co.uk, will act as an agent in the booking of your accommodation. These terms of business set out the basis on which we arrange your accommodation, acting as an agent. Your contract will be with the accommodation provider/owner (referred to from now on as the principal) and their booking conditions will apply. We advise you to obtain and read those. Please ask us for a copy if you do not have one. As agent, we accept no responsibility for the provision of the accommodation by the principal with whom you have a contract. All accommodation that we provide or that is sold through us is not an offer by us to sell any accommodation, but an invitation to you to make an offer to the principals of the accommodation. We are free to accept that offer on behalf of those principals or to reject it.
 

2. PRICES:

We reserve the right to alter any of the advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed.

Resort fees – it is now common for hotels to charge a resort fee which can only be paid locally and not at the point of booking. We will do our best to inform you of any resort fee you may have to pay, but accept no responsibility for the payment of resort fees.


3. MAKING A BOOKING AND PAYMENT:

When you have chosen your accommodation and you make a request to us to book it, you must pay a deposit or the full cost of the booking if you are booking within 12 weeks of your arrival date. When you make a booking on our website we will send you an acknowledgement immediately by email. This is not a confirmation of your booking, it is just an acknowledgment that we have received your request and have passed it on to the principal. Your booking is confirmed and a contract between you and the principal will exist when we send you confirmation on their behalf.  Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the principal who may cancel your booking and charge the cancellation fees set out in their booking conditions. Payments by credit card will attract a credit card charge of 2% (there is no charge for debit cards)


4. YOUR RESPONSIBILITY FOR YOUR BOOKING:

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party these terms of business. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.


5. SPECIAL REQUESTS:

If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the principal, but we can't guarantee that they will be met and we will have no liability to you if they are not.
 

6. INSURANCE:

Many principals require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.
 

7. IF YOU WANT TO CHANGE OR CANCEL YOUR BOOKING:

Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will take effect on the day we receive this during the hours of 9am to 5.30pm. The principal may charge the cancellation or amendment charge shown in their booking conditions (which may be as much as100% of the cost of the travel arrangements) and in addition you must pay us the cancellation or amendment charge stated below.

Hotels

  • Outside 5 weeks of departure = 15% or loss of deposit, whichever the greater
  • Within 5 weeks of departure = 50% cancellation charge
  • Within 3 weeks of departure = 100% cancellation charge

Villas and Apartments

  • More than 62 days from departure = 20% or loss of deposit, whichever the greater
  • Between 32 and 62 days of departure = 60% cancellation charge
  • Within 32 days of departure = 100% cancellation charge

Amendments

  • £20 per amendment + suppliers charge



8. CHANGES OR CANCELLATIONS BY THE PRINCIPAL:

We will inform you as soon as reasonably possible. If the principal offers alternative accommodation or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the principal is entitled to assume you wish to receive a full refund.
 

9. RESPONSIBILITY FOR YOUR BOOKING:

Your contract is with the principal and its booking conditions apply. As agent, we accept no responsibility for the provision of the accommodation by the principal. Our responsibilities are limited to making the booking in line with your instructions. We also don’t accept responsibility for any information about the accommodation that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
 

10. YOU INDEMNIFY US IN THE EVENT OF DAMAGE CAUSED BY YOU:

Please be aware that the booking conditions of the principal will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Principals will also often require you to pay for any damage you cause to the accommodation. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the principal or any third party as a result. Villa bookings will require a refundable security deposit or an insurance policy to cover against any breakages or damage to the villa.
 

11. COMPLAINTS:

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

If you wish to complain when you return home, please write to the principal/supplier. You will see the name and address plus contact details in any confirmation documents we send you.

We will of course assist you with this if you wish, please contact us Customer Services by email at customerservices@travelservicedirect.co.uk or by post to Customer Services, Travel Service Direct Limited, MBL House, 16 Edward Court, Altrincham Business Park, George Richards Way, Altrincham, WA14 5GL

If he matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arrange by ABTA, see clause 12

12. ABTA:

We are a Member of ABTA, membership number L6652. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA/IDRS Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com


13.PRIVACY AND YOUR PERSONAL INFORMATION:

The booking information that you provide to us will be passed on only to the relevant principal or other persons necessary for the provision of your accommodation. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you 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 on as above, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.


14. FINANCIAL PROTECTION - ACCOMMODATION ONLY BOOKINGS:

Many of the principals that we act for offer protection for your monies. This means that, if in the unlikely event of their insolvency your accommodation can't be provided, you will receive your money back or, if your stay has started, arrangements will be made for you to be able to continue as planned. If the principal that you have chosen doesn’t offer such protection, you will be protected By Supplier Failure Cover (SFC) which is provided by Travel Service Direct (free of charge). This means if the supplier of any aspects of your holiday delays your departure, cancels, or goes into liquidation your payments will be protected. Supplier Failure Cover (SFC) offers additional protection and is not an alternative to a standard travel insurance policy. You will need to purchase travel insurance in addition to this cover. The policy will not cover costs if you decide against travelling or any costs which are refundable or recoverable from companies bonded or insured elsewhere. More information about the insurance can be provided on request.


15. LAW AND JURISDICTION:

These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)
 

Travel Service Direct is a trading name of Hays Travel Ltd. 25 Vine Place, Sunderland, Tyne & Wear. Company Reg. No. 1990682.