User agreement between the user (User, you) and Journey Experts Limited. Please read these terms and conditions of use (Terms and Conditions) before using Journey Experts Limited website (Site) and making any booking.
You consent to the Terms and Conditions when you use the Site, without qualification. If you disagree with any part of the Terms and Conditions, you may not use the Site in any way or make a booking. You may please contact our representatives in case of any discontent to the terms & conditions.
All correspondence regarding customer service or your booking should be sent.
Your contract will be with Journey Experts Limited. When booking travel arrangements our contract with you begins when we tell you your booking is confirmed either by telephone, fax or email. Once the contract is made we are responsible for providing the travel arrangements you have booked and you are responsible to pay us for the arrangements. In parties of two or more people the person who makes the booking, by signing the booking form or otherwise contracting as telephone order with us, accepts responsibility for making payments to us for all members of the party.
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Full payment for all products including promotional and offer fares based on foreign currency are required at the time of booking regardless of the product arrangements being confirmed. In the event that the Company is unable to obtain confirmation and cannot offer an alternative, a refund will be issued. The Company will not accept responsibility for cash sent through the post. The company reserves the right to pass on any charges relating to returned cheques and credit card charge backs. Taxes and fuel surcharges do fluctuate and all bookings are subject to additional charges as these are consolidated contract fares with special conditions. You will be advised if additional monies are due. Payment can be made by all major Credit Cards. The Company reserves the right to charge you in addition for any handling fees incurred by us in relation to bookings made by credit or charge card. You will be notified of the relevant charges prior to issue of a confirmation invoice. If your travel documents are being paid for with a third party credit/debit card we will require written authorization to be provided by the cardholder. We would also like to draw your attention to the purchase of products by credit or debit cards where payment does not take place in person. In accordance with mail order regulations, all documents will be posted to the billing address of the credit/debit cardholder and not the address of the passenger (unless they are one and the same). We will endeavour to send out travel documents 14 days prior to departure by first class post at client’s own risk. Special, Recorded or Registered post can be arranged at an additional charge. The Company will not accept responsibility for documents mislaid or lost by the Royal Mail.
At the time of booking you must pay a deposit, the amount of which varies from £150 per person up to the total holiday cost, depending on the type of booking, and pay any balance of the cost of the holiday no later than 10 weeks before departure. If you book is inside 10 weeks of departure full payment is required at time of booking. If you do not make the required payments your booking will be cancelled. If you have paid a deposit and fail to pay the balance on time, the deposit paid will be forfeited. Fares are not guaranteed until full payment has been received.
You need to pay the balance by the due date. It is very important that you pay balance payments when due because failure to do so may lead to the cancellation of your holiday/flights and still leave you liable to pay cancellation charges. Where an extra "booking charge" applies it will be advised at the time of booking. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by suppliers.
Amendments & Cancellations:
• Air Reservations
Many scheduled and most discounted airfares carry amendment and cancellation fees sometimes up to 100%. It is important that all customers’ check the fare rules prior to confirming their reservations detailed under the fare quote. Click through for further details on full fare notes. Amendments and cancellations cannot be processed until the original tickets have been returned. Refunds are processed as quickly as possible. Generally totally unused tickets can be processed by Journey Experts Limited within 7 working days, but may then take between 8-10 weeks to appear on your credit card statement. In the meantime, many card issuers will allow the item to be placed in dispute to avoid interest charges. Journey Experts Limited accepts no liability for interest charges incurred for outstanding refunds. For scheduled air fares, an administration fee of £75 per ticket will be applied to all amendments and cancellations in addition to the airline`s standard fees. Partially unused tickets may have to be returned to the issuing airline to calculate the refund due (if any) which normally takes 8-12 weeks to process. In some isolated cases this can take up to 12 months. Tickets issued for discounted air fares are subject to an administration fee of £100 in addition to the charges applied by the airline.
• Hotel Reservations
All hotel reservations made through Journey Experts Limited are guaranteed for late arrival. Hotels have varying cancellation policies varies and most of the hotels are non-refundable. Ask our travel consultant for more details.
Insurance is 100% non-refundable.
Alterations By The Company:
Although the Company makes every effort to ensure that published descriptions are correct, it does not own or operate airlines and other suppliers and cannot control or prevent changes. The Company therefore reserves the right to change the description of any flight and/or ground service before you book, in which case you will be told before a confirmation invoice is issued. Although under no obligation to do so, the Company will endeavour to notify all changes before departure if it is practicable to do so. No compensation is payable by the Company in such cases. Should a schedule change occur to your itinerary after full balance/ticket issuance, on either the outbound or return flights the relevant suppliers decision will be final and Journey Experts Limited amendment charges may apply.
Cancellation By The Company:
• Holiday arrangements excluding packages
In the unlikely event that a booking has to be cancelled a full and prompt refund will be made of all monies paid to the Company less any insurance premiums and amendment fees. No compensation is payable.
The Company reserves the right to withdraw or cancel the service on offer. If the booking is cancelled before departure for any reason other than non-payment by you, then you will be offered the choice of purchasing another arrangement from the Company. Any price differences will payable/refundable as applicable, or of receiving a full refund of all monies paid to the Company (except insurance premium and any amendment fees). In addition, unless the cancellation has been caused by "force majeure" or "low bookings" (defined in Clause 6 below) compensation will be paid on the scale set out in Clause 4 above. The Company will never cancel a package within 4 weeks of departure except for reasons of "force majeure" (check below).
Force Majeure/low Bookings
• Force Majeure
Includes war, threat of war, riot, civil disobedience or strike, Industrial dispute, Terrorist activity, natural or industrial disaster, fire, adverse weather conditions, level of water in rivers, technical or maintenance problems with transfer, unforeseen operational decisions of air carriers such as changes of schedule, or any unforeseeable or unavoidable event beyond the Company`s control.
• Low Bookings
Is where the number of persons who have booked a particular arrangement is less than the minimum required / guaranteed to make it viable.
All fares and other information displayed on our website are subject to availability. Once a confirmation invoice has been issued the price shown on that invoice may only vary as outlined below or if you amend your booking (see Clause 3). (a) Holiday arrangements excluding packages: While every effort is made to avoid surcharges, the right is reserved to pass on any cost increase levied by the suppliers. (b) "Packages": Prices may only be changed to reflect government action, increase in transportation costs (e.g. airfares and cost of fuel), changes in dues and taxes (including VAT) or fees payable for services (e.g. landing taxes or embarkation/disembarkation fees at ports and airports) or to reflect fluctuations in exchange rates. In all cases the Company will absorb an amount equivalent to 2% of the invoice price (excluding insurance premiums and amendment charges). Only amounts in excess of the 2% will be passed to you.
Passport / Visas:
Compulsory passport and visa information and compulsory health requirements for your journey can be either obtained from us or through the relevant airline or high commission. It is your responsibility to comply with the information provided and to any loss that may arise due to failure to comply.
Please note that, as between you and any of the suppliers whose services form part of your booking, the suppliers` standard terms and conditions will apply. This is particularly important in the case of "other holiday arrangements" where the company acts only as a booking agent between you and the relevant suppliers. The suppliers` standard conditions may limit or exclude liability, often in accordance with international conventions. Copies of these conditions may be requested in writing, but up to 30 days must be allowed for delivery.
Please note that a flight described as "direct" will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. The Company is not liable if there is any change to a departure/ arrival time previously given to you or shown on your ticket. It is for this reason that all clients are advised to re-confirm their flights, with the airline, 72 hours prior to departure. The Company is also unable to make any special arrangements for you if you are delayed, these matters are on the sole discretion of the airline concerned. Your ticket is your document of travel and the information on the ticket is deemed correct unless you advise the Company within 24 hours of receipt.
If you have any special requests, these will be passed on to the relevant supplier but cannot be guaranteed by the Company.
It is not always possible to include all departure taxes on your ticket - in some cases departure taxes must be paid locally and these are payable to the Government of the country departed and are non-refundable.
Delivery of Your Booking:
The following applies to all products or services booked via our Site:
During the booking process, you will be given the choice of e-ticket or paper ticket. Please note that airlines have their own rules and regulations with regard to e-ticketing. Journey Experts Limited cannot be held responsible for non-compliance with these rules and regulations and strongly recommends that you check these details with your airline in advance of travel.
Journey Experts Limited rely on the information that you provide as being accurate and therefore cannot be held responsible if your tickets are lost due to an incorrect address or your e-ticket does not arrive due to an incorrect e-mail address or due to your junk email settings. You must notify us immediately if you change your email address or contact telephone number. In addition, please check that the name on your passport matches the name on your ticket and/or booking confirmation.
Please note that Journey Experts Limited does not deliver tickets outside the UK through post. Also, if you have any special delivery requirements (such as flats with security gates) then you should advise us of this immediately after booking. It is your responsibility to advise us if you have not received your tickets. If you hold any other booking, either with Journey Experts Limited or another agent, then it is your responsibility to advise us that you need tickets from us by a certain time. Journey Experts Limited would recommend that you do this before completing the booking. This will help us decide if express delivery is required
Please note that some airlines may apply a charge and follow a specific procedure for the re-issue of lost tickets or tickets delayed in the post. This charge and procedure will vary depending on what airline you are travelling with.
Royal Mail 1st Class Delivery of Tickets
If you do not receive your tickets within 7 working days of your booking confirmation email, please contact us - but not before, unless your departure is within this time. Please note that if you opt for this delivery method and tickets are lost in the post then you will be responsible for any costs involved in re-issuing the tickets.
Royal Mail Special Next Day Delivery
As Royal Mail guarantee delivery by 12:00 the following day we would ask that you contact our call Centre within 72 hours of your confirmation email if you have still not received tickets - but not before. Failure to contact within this 72 hour timeframe may result in costs from the airline which you would be responsible for paying.
In exceptional circumstances, Journey Experts Limited may not be able to issue airline tickets for confirmed bookings due to ticketing restrictions outside its control. If this occurs we will attempt to notify you within 24 hours of confirmation and organize a refund or arrange an alternative. Where you choose an alternative and it is more expensive than your original booking, you may be responsible for paying the difference.
Queries and Complaints relating to your Booking:
Please contact our customer services team, if you have any other enquiries or complaints relating to your booking prior to departure. If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel prior to your return.
If you have any other enquiries or complaints relating to your booking during your stay, please contact our customer services team on your return and no later than 15 days after it giving your booking reference and all other relevant information. If we or any of our Travel Supplier`s requires any further information you must supply that promptly in writing. This simple procedure must be followed as we and our Travel Supplier`s need to be able to understand & investigate the problem and, where possible, rectify it quickly. In relation to Flight + Hotel Packages your failure to comply with this procedure could result in us being unable to accept responsibility.
APIS (Advance Passenger Information System):
All airlines are required to collect Advance Passenger Information from passengers before travel to or from the USA and certain other countries. You agree to supply this information to Journey Experts Limited and consent to Journey Experts Limited passing this information to the airlines who may onward disclose it to foreign authorities. If you do not supply Advance Passenger Information, you may be refused entry to these countries or may affect ticket issuance. It is also important that the information is accurate so that you do not have any delay when you pass through Immigration on arrival in these countries. The information you will be asked to provide will depend on the country you are visiting but will include passport information, city and country of residence and destination address if travelling to the USA (for all travelers on your booking).
If you are travelling to a country that requires Advance Passenger information, Journey Experts Limited will ask you to fill out this information on the confirmation page after you have completed your booking. If you do not have the information to hand, Journey Experts Limited will send you an email confirmation containing a link where you can enter the information manually at any time before your departure.
It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to others or which risks damage to property belonging to others (including but not limited to drunkenness, air rage) whilst on your holiday or using a service/product. It is also the responsibility of the traveler to be at the airport atleast 3 hours prior to the departure of his/her time of departure of flight. If your behavior is inappropriate and/or causes offence, or damage to others, or risks damage to property belonging to others, we and/or our Travel Suppliers (e.g. airline staff) may cancel you booking, in which case our and our Travel Supplier`s responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur as a result of such termination.
Use of our Site:
The Site is provided on an `as is` and on `as available` basis. Journey Experts Limited does not accept any liability in respect of your ability to access or use the site at any time or any interruption in that access or use or any failure to complete any transaction. Journey Experts Limited does not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.
Information on the Site:
Journey Experts Limited offers all of the general information on the Site for purposes of guidance only. Please note that Journey Experts Limited may at any time change any aspect of the Site or its content, including the availability of any suppliers, features, information, database or content. You need to check with the relevant Travel Supplier, destination, embassy, or tourist office to confirm the guidance is up to date. In particular, with respect to passports, visas, and vaccination requirements, Journey Experts Limited does not guarantee that the information is always up to date and it is your responsibility to ensure that you understand and comply with all relevant passport, visa, and vaccination requirements. Journey Experts Limited does not guarantee that information on the Site (including without limitation prices, descriptions or dates) is free from errors or omissions but we will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been brought to our attention. By way of example, the majority of hotel and other accommodation descriptions are fed directly to our Site by the Travel Supplier.
You agree to be bound by the following obligations, including without limitation:
You accept financial responsibility for all transactions made under your name or account.
You must be 18 years of age or over and have legal capacity.
You warrant that all information you provide about yourself or members of your household shall be true and accurate.
The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.·The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.
Denial of Access:
Journey Experts Limited reserves the right to deny access to the Site at any time without notice.
Links to Third Party Web Sites:
The Site may contain hyper links to external web sites owned and operated by third parties. Journey Experts Limited has no control over or association with such third party sites and no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Any and all contents on these external web sites do not reflect products, services or information provided by Journey Experts Limited. You should direct any concerns regarding any external link to the site administrator or webmaster of such site.
Currency rates quoted in the Site are derived from a number of sources and may not in all cases be updated daily. You may wish to verify actual rates on the date of booking. In addition, where hotels are payable on check-out, the exchange rate may have changed since the time of booking.
Copyright and Trademarks:
The copyright and all proprietary rights in the Site and all content are reserved by Journey Experts Limited. The material contained within the Site is the property of Journey Experts Limited or its affiliates unless identified as belonging to third parties. The name Journey Experts Limited and any other marks, logos and graphics of Journey Experts Limited displayed on the Site are registered trademarks of Journey Experts Limited or its affiliates. Other company and product or service names displayed on the Site may be the trademarks of their respective owners. You are not granted any right or license to use any trademarks.
Journey Experts Limited uses secure technology in order to safeguard personal information and financial transactions. Journey Experts Limited complies with the procedures and security standards as further set out in the Journey Experts Limited Security Policy.
Changes to Terms and Conditions:
Journey Experts Limited reserves the right to change or update the Terms and Conditions relating to use of the Site from time to time without prior notice to Users. The current version of the Terms and Conditions will be displayed within the Site from the date on which any changes come into effect. Continued use of the Site following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
This User Agreement is between you and Journey Experts Limited and is governed by the laws of England and Wales.
The Site is offered to you by Journey Experts Limited, whose registered office is at KEMP HOUSE, 152-160 CITY ROAD, LONDON EC1V 2NX, United Kingdom. Please note that this is also the address you should use for all correspondence regarding customer service.