Terms & Conditions for Retail Agent Business

For bookings confirmed Prior to 1st July 2018

These Booking Conditions, together with our privacy policy and where your holiday is booked via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Ambassador Holidays Ltd trading asCLC World Travel registered in England & Wales, registered office number 04569958 of Hallswelle House, 1 Hallswelle Road, London, NW11 0DH, VAT Number 802 8221 62 (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:-

He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
He/she consents to our use of information in accordance with our Privacy Policy;
He/she is over 18 years of age 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.

Except where otherwise specified, we act only as an agent in respect of all bookings For most bookings we act as agent for the supplier of the arrangements in question (the ‘supplier(s)’) but we act as your agent when making a booking with most no frills airlines and some hotels. Details will be given at the time of booking. We accept no liability in relation to any contract you enter into or for any services or arrangements you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements. For all arrangements, your contract will be with the supplier(s) in question. When making your booking we will arrange for you to enter into a contract with the applicable supplier(s) of the arrangements. Your booking with us is subject to these Agency Booking Conditions and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. The supplier’s terms and conditions may limit and/or exclude the supplier's liability to you. Copies of applicable conditions are available on request from us.

These Booking Conditions and any contract to which they apply 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 live in those places and you wish to do so.

Our website offers travel arrangements, accommodation and other services that are available to be purchased separately. In other words, you may decide to just purchase just accommodation from us or you may decide to purchase accommodation and a flight. Whatever you decide, we will treat each element as a separate booking so that the price charged in total for the booking of more than one element will always equal the prices charged separately for each individual element. To help you to identify which element you would like to book, prices on our website are listed by element and each element of the booking is available to buy separately at the same price as it would be if more than one element is booked. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.

BOOKING DETAILS:
When your payment has been processed, your booking will be confirmed and a contract between you and the supplier(s) in question will exist and we will send you a receipt for your payments and a confirmation on their behalf. If your confirmed arrangements include a flight, we will also issue you with an ATOL Certificate. Please check that all names, dates and timings are correct on receipt of any ATOL Certificate, all confirmation and other documents and advise us of any errors immediately. 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. 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

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. 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 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.
PAYMENT: You will be required by the supplier(s) of the arrangements in question to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.
Any money paid to us in respect of a licensable booking including flights is held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to our obligation to pay it to the supplier of your arrangements for so long as that supplier does not fail financially. If that supplier does fail financially, any money we hold at that time or subsequently accept from you, is and continues to be held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to the applicable supplier.
PRICES We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.

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 supplier, but we can't guarantee that they will be met and we will have no liability to you if they are not. (Please also note that we may charge an administration fee – see below).

CANCELLATION and AMENDMENT: Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. Whilst we will try to assist, we cannot guarantee that requests to amend arrangements will be met. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements. The supplier may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as100% of the cost of the arrangement(s) in question and will normally increase closer to the date of departure). In addition you must pay us an administration fee as detailed in the clause headed ‘Service Charges’ below. You will be notified of the exact charges at the time of amendment or cancellation.

INSURANCE: Many 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. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

DELIVERY OF DOCUMENTS: All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by Email or First Class post. 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.

PASSPORTS, VISAS AND HEALTH: We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the Supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.
Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

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.

CHANGES AND CANCELLATIONS BY THE SUPPLIER We will inform you as soon as reasonably possible if any supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the applicable supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.

OUR RESPONSIBILITY Your contract is with the supplier(s) of the arrangements in question and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. Except as otherwise stated on these booking conditions, we accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to 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.

OUR RESPONSIBILITY FOR FLIGHT-PLUS BOOKINGS
What is a Flight-Plus?
Flight-Plus Liability

(a) In these conditions, the failure or insolvency of a provider will have the meaning prescribed in Regulation 23 of the ATOL Regulations 2012.

(b) If, before your intended departure on a Flight-Plus we become aware that any part of your Flight-Plus will not be provided a) because of the insolvency of any person concerned with the provision of the arrangements making up a Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we will make reasonable endeavours to provide you with suitable alternative arrangements at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of your Flight-Plus.

(c) If, after your intended departure on a Flight-Plus we become aware your flight arrangements will not be provided a) because of the insolvency of any person concerned with the provision of the flight accommodation making up your Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we or the CAA will provide you with suitable alternative transport back to the place of departure or to another return point to which you have agreed.

(d) If, after your intended departure on a Flight-Plus we become aware that your living accommodation or self-drive car hire will not be provided because of the insolvency of any person concerned with the provision of the living accommodation or self-drive car hire making up your Flight-Plus, we will provide you with suitable alternative living accommodation or self-drive car hire at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of all unused flight accommodation, living accommodation, self-drive car hire and other tourist services forming part of your Flight-Plus.

(e) Where suitable alternative arrangements are provided as set out in clauses (b) – (d) of this clause above, we will where appropriate, pay you reasonable compensation, to include any incidental expenses reasonably incurred by you and evidenced by receipts. Compensation will not be payable if living accommodation or self drive car hire is offered by us and accepted by you with a higher price than that originally booked and is supplied in the same location as originally booked where no additional payment is made by you.

(f) If cancellation occurs for reasons other than relating to insolvency, we will not be liable to pay you compensation and the above options will not be available. As your agent, whether or not we have sold you a Flight-Plus, we will not be liable in respect of quality complaints, any general losses, distress or disappointment suffered by you in relation to your booking, and any such claims must be directed to the relevant supplier of the element in question.

(g) We will not make suitable alternative arrangements or pay you compensation in respect of any tourist services forming part of your Flight-Plus. A refund will be given in respect of these services in the event of insolvency but we will have no further liability.

(h) In some circumstances, the CAA will arrange and fund the obligations set out in clauses (b) to (d) of this clause above. In this situation, we are entitled to levy a £25 claims processing fee per passenger which you agree to pay to us if such an event happens. We reserve the right to invoice you for this separately or to deduct it from any refund sums due to you. It will not be appropriate to pay you compensation in the event that the CAA takes on the obligation to provide you with alternative services.

(i) We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).
COMPLAINTS: Because the contract for your arrangements is between you and the supplier, any dissatisfaction regarding your arrangements must be reported to the applicable Supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity for the supplier 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 the matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arranged by ABTA www.abta.com. (See also below)

ABTA We are a Member of ABTA, membership number J8067 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. 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 £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen 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 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

FINANCIAL PROTECTION We provide financial security for Flight-Plus bookings by way of a bond held by the Civil Aviation Authority under ATOL number 5944. 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. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to Customers who book and pay in the United Kingdom.
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.

If you book arrangements other than a Flight-Plus from this website, your monies will not be financially protected by us, but the supplier of your arrangements may provide its own form of protection. Contact the supplier for further details.
Some flights may not be booked under our ATOL (eg where we use your credit card to book a low cost flight on your behalf). Those flights will not be financially protected.

SERVICE CHARGES: In certain circumstances we apply an Administration fee for the services we provide. Charges are included in the prices we show online or via the call centre.

Bookings Made via our Call Centre
SERVICE	CHARGE
Telephone Booking Administration Fee (Flights)	Minimum £25.00 or 12% per person per booking whichever is greater
Telephone Booking Service Charge	Maximum £15.00 per Booking
Special requests after booking has been confirmed	Supplier’s charge only
Pre-booking airline seats after confirmed booking	Supplier’s charge Only
Cancellation or amendment	Supplier’s charges plus £25.00 per person administration fee
Collection of surcharges/additional taxes	Supplier’s charge only
Tickets despatched by courier	Cost of courier charges
Tickets despatched by insured delivery	£10.00
Request Duplicate Documents	Free of Charge
Arranging Passports and Visas	Supplier’s charge only

Bookings Made via our Website	www.clcworldtravel.com
SERVICE	CHARGE
Online Booking Administration Fee, Flights	£10.00 per person
Car Hire or Transfers Administration Booking Fee	Free of Charge
Pre-booking airline seats after confirmed booking	Supplier’s charge Only
Special requests after booking has been confirmed	£30.00 per request plus any Supplier’s charge
Cancellation or amendment	£25.00 per person administration fee plus Supplier’s charges
Collection of surcharges/additional taxes	Supplier’s charge only
Tickets despatched by courier	£10.00 plus Cost of courier charges
Tickets despatched by insured delivery	£15.00
Request Duplicate Documents	£20.00 per booking
Arranging Passports and Visas	£50.00 plus Supplier’s charges

ACCURACY OF PRICES AND BROCHURE DETAILS
Important note: the information and prices shown on our website may have changed by the time you come to book your arrangements. 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 arrangements with us at the time of booking.