Please read these Booking Conditions carefully, when confirming your booking with our Reservations Department you are agreeing with the following terms and conditions on behalf of all persons named therein.
Your Agreement With Us
When you make a booking you undertake that you have the authority to accept these booking conditions on behalf of yourself and your party.
Booking Condition
Complete Travel Solutions (UK) ("CTS") is a company registered in England and Wales with the registered company number 04993043 whose trading address is at Second Floor, Suite 14 Orchard Business Centre, Orchard House, 9 Orchard Street, Swansea, SA1 5AS and whose registered office is at East House, 109 South Worple Way, London, SW14 8TN. Our VAT number is 835897471. References to "you" and "your" in these booking conditions means all persons named on your booking confirmation (including anyone who is substituted or added at a later date). "We", "us" and "our" means CTS.
1.Your Contract
1.1. With CTS you can book separate travel components. For example, you may just want to book the flight or your accommodation. You can book with confidence as we are members of the Travel Trust Association (“TTA”) and offer complete consumer protection for all travel components purchased.
1.2. Individual Travel Components
This option allows you to select and assemble the individual travel products which are made
available to you by various third party suppliers. You are free to add or remove travel products
and will only be charged for what you book. For example, you may wish to purchase flights, hotel,
car rental, or transfer services as separate products. There will be various resulting legal
contracts between you and the different third party providers of the products you have selected.
Until a component has been confirmed by the individual supplier, no contract has been formed.
1.3. Charter flights only
This product allows you to choose from a broad range of charter flights to a variety of destinations
around the world. When you book your flight through us, we act as agent for the charter flight provider
(who holds an ATOL). The resulting legal contract will be between you and the charter flight provider.
Please refer to clause 5 below for further details about your financial protection.
1.4. Low cost/no frills/schedule flights
This product allows you to make a booking with a low cost flight provider. When you book your
flight with us, we will act as your agent and will make the booking on your behalf. The resulting
legal contract will be between you and the flight provider.
1.5. Please note that some clauses below apply to all of the options described above. However, other clauses dealing with issues such as your financial protection and administration fees differ according to the travel product that you have booked. We have tried to make these booking conditions as user friendly as possible. For all hotels, transfers and other ground arrangements booked with us you are completely consumer protected by the trust arrangements we have in place as members of the Travel Trust Association (“TTA”).
2. Making your booking
2.1. The person making your booking (the "Lead Contact") must be UK resident and at least 18 years of age, and must be authorised to make the booking on behalf of all members of your party. We and any of the suppliers on whose half we act reserve the right to cancel your booking if you are not over 18 and a UK resident and we will charge you 100% cancellation fee. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party the terms of these booking conditions which are governed by English law, and the jurisdiction of the English courts. The Lead Contact is also responsible for making all payments due to us either as principal or as agent for any third party suppliers. In addition, all passengers on the booking must be UK residents.
2.2. You may place your offer to make a booking by:
2.2.1. visiting www.completetravel.co.uk (the "Website"), after creating your personal account, following the process
for making a booking on the Website and clicking on the appropriate confirmation button. Please note that it is
important that you check the information that you enter and correct any errors before making your booking; or
2.2.2. Telephoning us on 08444 820932 and talking to a member of our bookings team during the hours of 8am to
10pm Monday to Friday, 9am to 7pm on Saturdays and 10am to 7pm on Sundays.
2.3. We may or may not accept your offer to make a booking at our discretion.
2.4. On receipt of your payment, we will process your booking. Where any payment you make is not authorised you will be returned to the previous page on the Website and we shall not be obliged to arrange for the travel products which are the subject of your booking to be provided to you.
2.5. A legally binding contract will be created between you and the third party provider of the travel product(s) you have booked or between you and us (if you have booked an ATOL protected holiday as described in clause 1.5 above) as soon as we issue the confirmation invoice.
3. Travel Trust Association (“TTA”)
We are a member of the TTA, membership number U2357 and have in place a T-ATOL granted by the Civil Aviation Authority number T7269 to cover flight plus travel component arrangements. We are obliged to maintain a high standard of service to you by the TTA’s Code of Conduct.
4. Pricing
4.1. We reserve the right to alter the prices of any of the travel products shown in our brochure or on the Website. You will be advised of the current price of the travel product that you wish to book before your booking is confirmed.
4.2. When you make your booking you must pay a variable deposit per person which will be notified to you at the time of booking. The time limit in which you have to pay is variable and will be notified to you at the time of booking.
4.3. Changes in transportation costs, including the cost of fuel dues, taxes or fees chargeable
for services such as landing taxes or embarkation or disembarkation fees at ports and airports
and exchange rates mean that the price of your travel arrangements may change after you have
booked. You will not be charged for any increase equivalent to 2% of the price of your travel
arrangements, which excludes insurance premiums and any amendment charges. You will be charged
for the amount over and above that, plus an administration charge of £1.00 per person together
with an amount to cover agents’ commission. If this means that you have to pay an increase of
more than 10% of the price of your travel arrangements, you will have the option of accepting a
change to another holiday if we are able to offer one (if this is of equivalent or higher quality
you will not have to pay more but if it is of lower quality you will be refunded the difference
in price), or cancelling and receiving a full refund of all monies paid, except for any
amendment charges. We will consider an appropriate refund of insurance premiums paid if you can
show that you are unable to transfer or reuse your policy. Should you decide to cancel for this
reason, you must exercise your right to do so within 14 days from the issue date printed on your
final invoice. Should the price of your holiday go down due to the changes mentioned above, by
more than 2% of your holiday cost, then any refund due will be paid to you. However, please note
that travel arrangements 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.
Where you have booked individual travel components, charter flights and/or low cost/no frills/schedule flights.
4.4 It is important to note that all bookings you make with third party suppliers (e.g. transfer, airport car parking and low cost flight providers) will be subject to the third party supplier booking conditions. Any payments you make for these products usually need to be paid in full at the time of booking and will be non-refundable.
5. Your financial protection
Individual Travel Components
5.1. Where you choose to book individual travel components, the third party suppliers providing the products
may or may not provide financial security for the monies that you pay. It is important that you carefully
read all third party supplier booking conditions before making your booking to check this point in particular.
We offer supplier failure insurance as standard for each booking. Our supplier protection covers you for your
individual holiday components in the event that one of our suppliers of one or more of your holiday components
is unable to fulfil a specific component of your booking. You will receive a full refund for that specific
component only in the event that any of these suppliers is unable to provide your flight, accommodation or
transfer component.
Charter flights only
5.2. Where you make a booking for a charter flight only, you should benefit from financial
protection under the charter flight provider’s ATOL. For further information visit the ATOL
website at www.atol.org.uk.
Low cost/no frills/schedule flights
5.3. Please note that where you make a booking for a low cost flight (where payment is made directly to the
airline), you are unlikely to benefit from ATOL protection. We provide as standard airline failure insurance
in relation to such bookings.
Hotel, transfers, car hire and other ground arrangements.
5.4 Please note that all such arrangements are fully protected by means of the trust account that
we operate as part of our membership of the TTA. Your funds remain within this trust account
until your return from your holiday when they are then paid to suppliers. These funds are furthered
protected by the TTA’s own insurance indemnity policy.
6. If you make changes to your booking
If, after our sales documentation has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will try to arrange for these changes to be actioned but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking/the Lead Contact. You will be asked to pay an administration fee of (£35 for each amendment made), 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. Note: Certain travel arrangements will be subject to the booking conditions of the relevant third party supplier (s) and may not be changeable after a reservation has been made. Any alteration request could incur an administration fee of up to 100% of the value of the travel product(s) in question.
7. If you cancel your booking
Where you have booked individual travel components, charter flights, and/or lowcost/no frills/schedule flights
If you have made a booking with third party suppliers, then they are likely to charge administration fees in respect of cancellations (in addition to the charges set out in clause 8.3 below). Therefore it is extremely important that you read the third party provider(s) booking conditions before you make your booking. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
8. If we change or cancel your holiday
8.1. In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by stating the carriers used on your booking documentation. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other 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 standard.
8.2. If we make a major change to your holiday, 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 booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of a Force Majeure Event, compensation as detailed below will be paid:
| Period before scheduled date of departure within which notice of Cancellation or major change is received by us or notified to you | If we make a major change to travel product:amount you will receive: | If we cancel your travel product:amount you will receive: |
| than 70 days | Deposit only (if you have paid a deposit) | Deposit only (if you have paid a deposit) |
| 69 - 43 days inclusive | £10 (in addition to any deposit paid) | £10 (in addition to any deposit paid) |
| 29 - 42 days inclusive | £20 (in addition to any deposit paid) | £20 (in addition to any deposit paid) |
| 0 - 28 days inclusive | £40 (in addition to any deposit paid) | £40 (in addition to any deposit paid) |
8.3. If you or a third party supplier cancel or change where you have booked individual travel components, charter flights, and/or lowcost/no frills/schedule flights Cancellations and changes by you or a third party supplier will be subject to the booking conditions of the third party supplier. Since we incur administration costs in arranging for your travel arrangements to be cancelled, you will be asked to pay us an administration fee of £35 per booking.
9. If you have a complaint
Where you have booked individual travel components, charter flights, and/or lowcost/no frills/schedule flights
Since your booking is a contract between you and the third party supplier, they will have sole discretion in deciding how to deal with your complaint. Please refer to the booking conditions of the third party supplier for further details.
10. Liability
10.1. We have a duty to select providers of the travel products using reasonable skill and care. We have no liability to you for the actual provision of the travel products that you have booked unless it is proved that we have breached our duty to use reasonable care in selecting the third party supplier and you have incurred loss or damage as a result.
10.2. We, and our officers and employees exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, or loss or damages arising from or connected in any way to business interruption, loss of opportunity, loss of anticipated savings, wasted management or office time and whether in tort (including negligence), contract or otherwise, even if forseeable) in connection with your booking , all of the travel products available in our brochure and on our Website, your use of the Website and/or our services.
10.3. We exclude all representations and warranties relating to the travel products that you have booked through us to the fullest extent permitted by law.
10.4. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of twice the value of your booking. Our liability will also be limited in accordance with and/or in an identical manner to 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 compensation that you can claim 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 compensation contained in these or any conventions.
10.5. Under EU law (Regulation 261/2004) 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 of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061.
11. Prompt assistance in resort
It is the responsibility of the third party supplier to provide you with prompt assistance. Please refer to the relevant supplier booking conditions for further details.
12. Passport, visa and immigration requirements
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. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
13. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
14. Insurance
We consider travel insurance to be essential and strongly advise you to arrange for appropriate travel insurance (including “supplier failure” insurance) to cover you for a comprehensive range of events including cancellation, baggage loss, accidents and health issues whilst you are away. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We strongly advise you to read the policy details carefully and to take them with you on your holiday.
15. Severability
If any provision or part of a provision, of these booking conditions is found by any court or authority of competent jurisdiction to be unlawful, otherwise invalid or unenforceable, such provision or part-provision will be struck out of these booking conditions and the remainder of these booking conditions will apply as if the offending provision or part-provision had never been agreed.
16. Assignment
You may not transfer any of your rights or obligations under these booking conditions without our prior written consent. We may transfer any of our rights or obligations under these terms and conditions without your prior written consent.
17. Privacy
We are committed to protecting your privacy and security. All personal data that we collect from you will be processed in accordance with our Privacy Policy. We can provide a copy of our Privacy Policy upon request or alternatively please refer to the Website.
18. Circumstances beyond our control
We shall not be in breach of these booking conditions, nor liable for any failure or delay in performance of any of our obligations under these booking conditions arising from acts, events, omissions or accidents beyond our reasonable control ("Force Majeure Event"),
including but not limited to any of the following:
a) acts of God, flood, earthquake, avalanche or any other natural disaster;
b) epidemic or pandemic;
c) war, threat of war, breaking off of diplomatic relations or similar actions;
d) terrorist attack, civil war, civil commotion or riots;
e) fire or explosion;
f) extreme adverse weather conditions;
g) any labour dispute, including but not limited to strikes and industrial action;
h) unavoidable technical problems with transport;
i) non-performance by third party suppliers or sub-contractors; or
j) collapse of building structures or vehicles.
19. Governing law and jurisdiction
19.1 These booking conditions and any dispute or claim arising out of or in connection with them (including all non-contractual disputes or claims) shall be governed by and construed in accordance with English law.
19.2 Subject to clause 3 (TTA), disputes or claims arising out of or in connection with these booking conditions (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the English courts.
