The following Booking Conditions together with the 'Frequently Asked Questions' contained on our website form the basis of your contractual relationship with Best At Travel PLC. Please read them carefully as they set out our respective rights and obligations. Your package contract is with BEST AT TRAVEL PLC whose registered office is at Elsley Court, 20-22 Great Titchfield Street, London, W1W 8BE. Telephone: 0203 131 2033. ABTA membership no. F2078 and ATOL no.3337
In these booking conditions references to:
“we”, “our” and “us” are to Best At Travel; and
“you” and “your” are to all persons named on the booking (including anyone who is added or substituted at a later date).
1. Your Holiday Contract
When you make a booking with Best at Travel you confirm that you are at least 18 years of age and guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we take a deposit and issue a confirmation invoice
Note - you must be over the age of 21 to check into hotel(s). If you are not, you must ensure that at least one member of your party is over the age of 21 at check-in. We will not be liable if you/your party cannot check-in due to you/all members of your party being under the age of 21 at the time of check-in. If you book contrary to this requirement and subsequently cancel or request changes to your booking our amendment charges (clause 7) or cancellation charges (clause 8) will apply as applicable.
When making your booking for your package holiday 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 confirmation(s) for whom we act as agent. As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them other than as set out in these Booking Conditions. 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.
2. Booking Confirmation / Travel Documentation
Important: Please carefully review your confirmation, eticket and all other documentation supplied in relation to your booking as it is your responsibility to check that the information on your confirmation invoice is correct and to inform us immediately of any discrepancy. We regret that we are unable to accept any liability if we are not promptly notified of any inaccuracy and although we will endeavour to assist and rectify any errors you will be responsible for any costs involved as detailed in clause 7(i) of these terms.
3. Your Financial Protection
We provide full financial protection for our package holidays by way of our Air Travel Organiser’s Licence number 3337, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, e-mail [email protected]
When you buy an ATOL protected flight inclusive package from Best At Travel PLC you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
We are a member of ABTA, membership no. F2078. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at https://ec.europa.eu/consumers/odr/
. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
5. Your Holiday Price
(i) We reserve the right to alter the prices of any of the holidays on our website. You will be advised the current price at the time of the holiday that you wish to book before your contract is confirmed.
(ii) When you make your booking you will be asked to pay a deposit. of £[insert amount] [insert % of the holiday cost] per person (in some cases you will be asked for full payment but you will be advised at the time of booking). The balance must be paid 12 weeks before your departure date unless (i) a ticketing time limit is implemented by the respective airline in which case our service team will contact you to advise of the revised payment date or (ii) the due date shown on your confirmation invoice is different. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. Payments can be made by credit or debit card by logging into www.bestattravel.co.uk or by calling us on 0207 849 4000. If you are sending a cheque, please allow 7 working days for clearance.
6. Changes to Your Holiday Price
We can change your holiday price after you have booked, but only in certain circumstances:
Changes in the price of carriage of passengers resulting from changes to the cost of fuel or other power sources, the levels of taxes and fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your holiday may change after you have booked. However, there will be no charge within 20 days of your departure.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements which excludes any insurance premiums and amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person. If this means that you have to pay an increase of more than 8% of the price of your holiday, you will have the option of accepting a change to another package 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 a 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.
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 cost changes mentioned above then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. 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.
7. If You Change Your Booking
(i) If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it is not always possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration fee of £45.00 per person and any further cost we incur in making the alteration. You should be aware that these costs could increase the closer to departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements (e.g. flight tickets) may not be changeable after a reservation has been made and any request to alter could incur a cancellation charge of up to 100% of this part of the arrangements. You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.
(ii) Pricing Errors
Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavour to notify you, within 7 days of the time of booking or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
8. If you Cancel Your Holiday
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below:
Period before departure in which you notify us
More than 12 weeks prior to departure
Loss of deposit
84-55 days prior to departure
54-30 days prior to departure
29- 0 days prior to departure
*In some circumstances our holidays carry a 100% cancellation fee as airlines &/or hotels may charge in full at the time of booking. If this is applicable to your booking this will be stated on your confirmation invoice.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
9. If We Change Or Cancel Your Holiday
(i) If we change your holiday
It is unlikely that we will have to make any changes to your travel arrangements, but occasionally this may become necessary and we reserve the right to do so at any time. Most of these changes will be insignificant and we will advise you of them at the earliest possible opportunity. Insignificant changes include, but are not limited to, alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard and changes of carriers.
If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of your holiday, we will inform you as soon as possible. A significant change for these purposes includes for example, one that involves a change of UK airport (excluding Heathrow, Gatwick, Luton, Stansted), a change of your accommodation to a lower grade than booked or a change of resort location. In these circumstances you will have the choice of either:
• accepting the change;
• accepting an offer of an alternative holiday comparable in standard from us, if available (we will refund any price difference if the alternative is of a lower value); or
• cancelling your holiday booking and receiving a refund all monies paid. [We will provide a refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.] Where a refund is paid you will also be entitled to the compensation set out in clause 9(iii) unless the significant change is due to Unavoidable and Extraordinary Circumstances.
(ii) If we cancel your holiday
We also reserve the right in any circumstances to cancel your travel arrangements. However, we will not cancel your travel arrangements less than twelve (12) weeks prior to your departure date, except for Unavoidable and Extraordinary Circumstances or failure by you to pay the final balance[,or because the minimum numbers required for the package to commence has not been reached. The minimum number applicable will be identified in the holiday description together with the time limit for us to notify you if the package has to be cancelled].
If your holiday is cancelled you will have the choice of:
• a refund of all the monies paid to us. Where a refund is paid you will also be entitled to the compensation set out in clause 9(iii) unless the cancellation is due to Unavoidable and Extraordinary Circumstances; or
• accepting an offer of an alternative holiday of comparable standard, if available (we will refund any price difference if the alternative is of a lower value).
Where reference is made to this clause 9(iii) the following compensation will be payable:
Period before departure in which we notify you
Compensation we will pay to you
Over 12 weeks
£0 per person
£10 per person
£20 per person
£30 per person
This does not prevent you from claiming more if you are entitled to do so.
10 If You Have A Complaint
We always endeavour to deliver the highest standard of customer service but if you have any dissatisfaction regarding your travel arrangements they should be reported to the relevant travel service provider or their local supplier or agent (“Travel Service Provider”) without undue delay who will endeavour to put things right. If they are unable to resolve your disappointment, then it is your responsibility to contact our Customer Service Department on 0207 849 4282 for assistance.
If your complaint is not resolved locally by the Travel Service Provider or Best At Travel whilst in resort, we require that you raise the issue within 28 days of your return home by writing to our Customer Relations Department at Best at Travel PLC, Worldwide House 7-9 Whitfield Street, London, W1T 2AS giving your booking reference and all other relevant information and supporting documentation. Failure to follow the procedures set out in this clause means we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 4 above on ABTA.
11. Our Liability To You
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in your package. If any of the travel services included in your package are not performed in accordance with your holiday contract, or are improperly performed, by us or the Travel Service Providers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. However, we will not be liable where any failure to perform or improper performance of the travel services is due to (i) you; (ii) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or (iii) Unavoidable and Extraordinary Circumstances.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three (3) times the cost of your travel arrangements.
Our liability will also be limited in accordance with and/or in an identical manner to:
(a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated in this contract/your booking; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions
You can ask for copies of the travel service contractual terms, or the international conventions, from our offices at Worldwide House 7 – 9 Whitfield Street, London, W1T 2AS.
Under EU law (Regulations 261/2004) you have the rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellations 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 from us. Your right to a refund and/or compensation from us is set out in Clause 9. If any payments to you are due from us, any payment made to you by the airline or any other Travel Service Provider will be deducted. If your airline does not comply with these rules and you require further assistance you can contact the Civil Aviation Authority via their website - Civil Aviation Authority. In some circumstances you may also be entitled to recover reasonable expenses incurred (including accommodation, meals/refreshments and up to two communications) from your airline. In order to make a claim you should forward full details of expenses incurred along with receipts and travel itinerary information directly to the airline for their consideration.
If it is impossible to ensure your return as scheduled due to Unavoidable and Extraordinary Circumstances, we will bear the cost of necessary accommodation, if possible, of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
Note - this entire clause 12 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
13. Additional Assistance
If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
14. 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 responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
Clients not holding passports marked “British Citizen” must check the applicable requirements with the respective Embassy or Consulate of the countries they are visiting or the British Foreign Office. Please ensure that you comply with the applicable passport and visa requirements and that you allow sufficient time to obtain them. Machine readable passports are required for all travellers to or via the U.S. All children must have their own passports especially when travelling to the U.S. All passports must be valid for at least six (6) months by the end of your journey. Note: Clients travelling to the U.S. must apply for their visa prior to departure on the following website https://esta.cbp.dhs.gov
(there will be a minor charge for this service). Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Best at Travel advises customers to review any travel prohibitions, warnings, announcements and advisories issued by The Foreign and Commonwealth Office Travel Advice Unit prior to booking travel to international destinations. Information on conditions in various countries and the level of risk associated with travel to particular international destinations can be found from the following sources: https://www.gov.uk/foreign-travel-advice
BY OFFERING TRAVEL PRODUCTS IN PARTICULAR INTERNATIONAL DESTINATIONS, BEST AT TRAVEL DOES NOT REPRESENT OR WARRANT THAT TRAVEL TO SUCH AREAS IS ADVISABLE OR WITHOUT RISK.
Recommended inoculations for travel may change at any time and you should consult with your doctor or the appropriate Embassy or Consulate for up to date information. It is your responsibility to ensure that you obtain all the necessary inoculations in relation to your trip. Further information on country specific health advice can be found at https://www.gov.uk/foreign-travel-advice
15. Flights Details
Details of airlines, flight numbers and destination airport will be shown on you confirmation invoice. Please note that no airline is able to guarantee departure times and these may change due to weather conditions, air traffic control restrictions or technical/operational problems. Best at Travel is not liable for any change to a departure/arrival time previously shown on your confirmation. It is for this reason that you are required to reconfirm your flight departure time 72 hours before departure with the airline concerned and to complete online check in accordance with the applicable airline’s procedures. Best At Travel is also unable to make any special arrangements for passengers if the flight is delayed as this is the sole responsibility of the carrying airline &/or their ground handling agent. We regret that we are unable to guarantee specific aircraft types or seat allocation. Flights described as “direct” will not necessarily be non–stop. If you book a return journey and do not use the outward flight without contacting the carrier directly, the airline may cancel the return flight without refund. All flight tickets must be used in sequence.
16. "No Shows"
Where a confirmed booking has been made for any travel service including flights, car hire, accommodation and packages but is not utilised (for example you fail to (i) check in for your flight /accommodation or (ii) collect your rental vehicle) a refund may not be available and cancellation charges of up to 100% may be applied by the relevant supplier. For flights it may be possible to obtain a refund of the departure tax that was paid for the flight.
17. EU Community list
It is a condition of your contract with us that you have adequate travel insurance in place to cover you and your party against the cost of cancellation by you, the cost of assistance (including your repatriation) in the event of accident, illness, death, loss of baggage and possessions. It is your responsibility to ensure that you have adequate travel insurance in place.
Excursions or other tours that you may choose to book or pay for locally whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book locally your contract will be with the operator of the excursion and not with us and we will not be held responsible for the provision of these excursions or tours or for anything that happens during the course of these where they are purchased locally.
20. Special Requests, Medical Conditions and Disability
If you have any special requests (e.g. low/high floor, specific dietary requirements etc) please advise us at the time of booking. Although we will forward any such requests to the relevant supplier (e.g. hotel, airline etc) we regret that we cannot guarantee that they will be able to meet your request. We will not be liable to pay you compensation for failing to provide a special request unless we have confirmed to you in writing that your special request will be met.
If you have any medical condition or disability which may affect your booking arrangements you must advise us, in writing, at the time of booking giving us full details. If we are unable to properly accommodate your particular needs, we will reserve the right to decline your booking but obviously every effort will be made to assist, wherever possible.
21. Ticket Dispatch
Your travel documents will be emailed to the lead passenger approximately 10-14 days prior to departure but will not be released until we have received full payment from you. For your flights you can now check in online up to 24 hours prior to your scheduled departure or in person at the airport with just your passport and airline reference. An eticket is a paperless electronic ticket, it is paperless because when you book the details are automatically stored in the airlines booking system so there is no need to send you a paper ticket.
22. Credit Cards
It is mandatory that you or a member of your party travel with a recognised credit card as you may be requested to pay a deposit by your Travel Service Provider (including, but not limited to, at hotel check in or car hire collection) (the level of deposit required will vary by Travel Service Provider). Your Travel Service Provider may process an authorisation request to the applicable credit card provider and/or place a hold on the applicable credit card to cover any monies owed at the end of your stay for this purpose (including, but not limited to, charges for room service, mini bar items and fuel deficit). Please ensure that the applicable credit card provider is informed before you travel abroad and that the credit card being used has a suitable credit limit.
The applicable credit card provider may charge a fee for cross border/international transactions and/or apply a foreign currency conversion fee. Please check with the applicable credit card provider for further information on the types of fees it charges.
23. Map/Distance Disclaimer
Please note that the information as to the distance from the city centre and the location of the hotel on the maps provided are for indicative purposes only. If you require the hotel to be within a certain distance from the city centre or near a particular location, we recommend that you check on the hotel’s own website.
It is the lead passengers responsibility to ensure that you and all members of your party do not behave in a way which causes offence to others or which risks damage to the property or belongings of others (including but not limited to drunkenness and air rage) In such circumstances, our suppliers (e.g. hotel, airlines, transfer agent etc) have the right to terminate any arrangement made on your behalf in which case our responsibility to you will cease immediately. Further, you will be liable to reimburse any expense we incur as a result of such termination.
25. Departure Taxes
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 from and are non-refundable.
26. Pre-travel advice
The Foreign Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information on their website www.fco.gov.uk or you can contact ABTA via their website.
27. Telephone calls
We would like to inform our clients that we randomly record telephone calls. This helps us to ensure that customer service is constantly improved.
28. Hotel and Cruise Ship ratings
The ratings featured in any Best At Travel plc web site are offered as a general guide and do not necessarily represent any official grading system. Actual standards may vary between hotels of the same grade in different countries and even in the same country. Different countries have different standards; a 5* hotel in one country is not necessarily equivalent to a 5* hotel in another country. Best At Travel endeavours to provide photographs and illustrations that give the Customer a depiction of the Services offered. The purpose of these photographs and illustrations is to show the Customer the level of accommodation and the degree of comfort, and they must not be considered to be making any representation that exceeds this purpose. Please note that the hotels and cruise ships booked by us for you are not exclusive to Best At Travel plc. We are not responsible for any limitation in facilities because of other hotel, or ship guests or their activities. Best At Travel plc does not take responsibility for hotel or ship content (including images, facility listings etc) displayed on our website. Hotels and ships may change facilities and property features without prior notification to Best At Travel. Images of room or cabin types do not necessarily represent the bed configuration of the room being purchased. For example, a quad room in North America may invariably consist of two double beds and a room for two will be one double although in Europe this may be two single beds. Also, there may be an additional charge for extra beds or cots. Therefore, if you have a special requirement please inform us at the time of booking and any special request will be forwarded to the supplier for consideration but is not guaranteed by us and does not form any part of our contract with you.
29. Special Offers
Please note that where special offers are highlighted these are generally based on sharing existing beds in the room. If you do require a separate bed this must be requested at the point of booking, as additional charges may apply. For special offer meal plans “Kids Stay and Eat Free” this refers to the board basis of the overall reservation. Where a booking is for Half Board therefore the meal plan of the child will be half board.
30. Travel Documents
You should ensure that you have a copy of your travel document email with your booking confirmation, e tickets and any other travel documentation (including your passport and relevant visa, if required) at all times. We will not be liable should any supplier not provide you with the booked product or service if you do not provide the appropriate documentation.
Best At Travel plc relies on the information that you provide as being accurate and therefore cannot be held responsible if your e-tickets do not arrive due to an incorrect email address. You must inform us immediately of a change of address, telephone number and email address. It is highly recommended that you provide a mobile telephone number to us at the time of booking as this will allow us to contact you more easily where an Unavoidable and Extraordinary Circumstance occurs.
We sell a wide range of destinations worldwide many of which feature a tropical climate where seasonal heavy rainfall, strong winds and tropical storms which may reach hurricane force can and do occur. Best At Travel are only able to offer general advice in terms of weather in a particular destination based on past data and cannot assume responsibility for actual weather conditions on arrival. Similarly, we are unable to accept liability for, make refunds, pay compensation for alternative arrangements or curtailed holidays as a result of such conditions.
These booking conditions and our frequently asked questions shall constitute the entire agreement between you and Best at Travel in relation to your booking and shall exclude all other terms and conditions (except for the relevant suppliers’ conditions and any applicable international conventions incorporated within these booking conditions) and shall supersede all prior or contemporaneous communication or information provided.
34. Data Protection and Privacy
If you have booked a holiday you will still receive an email or other confirmatory material and booking data confirming your booking details and even if you have exercised your right to opt out of further communication as these are necessary to process your booking.
35. Law and Jurisdiction
This booking is 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 there and wish to do so.