TRAVELORAMA acts as an agent for a number of suppliers who offer a variety of services for Customers. The services offered by TRAVELORAMA on this Website, in branch or as described on the telephone are the services offered by of a number of third parties to the general public or via agents, such as TRAVELORAMA. Some of these third party providers provide the actual transportation services by means of air, road, rail and sea as well as other third party providers offering temporary accommodation services such as hotels and serviced apartments. TRAVELORAMA also offers Customers the ability to use credit facilities from third parties for the purposes of securing your Booking with TRAVELORAMA.
By making a Booking on the Website, in branch or as described on the telephone, you expressly understand that TRAVELORAMA is providing agency services and charges a fee in booking to bring together all the services of the third party suppliers. For the avoidance of doubt, the third party providers supply their respective services for which TRAVELORAMA has no control. To the fullest extent permitted by law, TRAVELORAMA accepts no liability for the acts or omissions of such third party suppliers, but will work to minimise disruption for Customers and work to resolve any problem you may have with your Booking.
These Terms and Conditions are applicable for all Agency Services supplied to you by TRAVELORAMA, including Telephone Bookings, Website Bookings and Branch Bookings. By proceeding with your selected Agency Services and making your Booking, you have agreed to these Terms and Conditions in full without amendment unless such amendment or change is expressly agreed by TRAVELORAMA in writing by an authorised representative of TRAVELORAMA.
Book your travel with TRAVELORAMA
At no time is your Booking a commitment by TRAVELORAMA to offer the Agency Services until such time as TRAVELORAMA informs you in writing of its acceptance of the Booking and agreement to offer the Services to you in the form of a Booking.
TRAVELORAMA will use its reasonable efforts to accept and confirm your Booking within 24 hours by providing you a notification email confirming your Booking and TRAVELORAMA shall retain its right to refuse your Booking.
Third Party Supplier Terms of Supply
By making a Booking, you acknowledge and agree that in addition to your acceptance of these Terms and Conditions, you also agree to the Third Party Supplier Terms of Supply, which are applicable as a material condition when placing an Booking with TRAVELORAMA.
TRAVELORAMA will (if it is able and feasible to do so) take reasonable steps to notify you of Third Party Supplier Terms of Supply and any unusual requirements or cancellation fees in relation to your Booking, in instances where your Booking is a Telephone Booking or a Branch Booking. For Website Bookings, Customers are strongly advised to check with the relevant Third Party Provider for their own applicable terms and conditions of business before placing a Website Booking.
It remains the Customer’s responsibility to comply with the Third Party Supplier Terms of Supply. TRAVELORAMA will not be liable (to the fullest extent permitted by law) where you breach such Third Party Supplier Terms of Supply. Non-Exhaustive Examples of breaches by the Customer include (i) Late arrival at the airport by the Customer; (ii) Incorrect or absent documentation for travel, including visas, passport requirements; (iii) breach of the itinerary schedule (iv) illegal activities or suspicion of illegal activities which invalid your agreement with the Third Party Supplier; (v) cancellations or changes without sufficient notice or in accordance with the Third Party Supplier Terms and Conditions.
Customers should be aware that most airlines will require the Customer to travel in the correct sequence of itinerary as is originally Booked by the Customer and confirmed as a Booking by TRAVELORAMA. For example, if the initial flight is not booked, the Customer will be deemed by the airline as a “no show” and the airline will often cancel the rest of the travel itinerary. You are therefore advised to plan your Booking carefully and consult with TRAVELORAMA before making a Booking if your plans may change.
Customers should be aware that seating requests from Third Party Suppliers such as airlines are not guaranteed, and airlines usually have the discretion (in accordance with the applicable Third Party Terms of Supply) to make changes to reserved seats for safety or other operational reasons. It should be therefore noted that whilst TRAVELORAMA will make all reasonable efforts to reserve chosen seats (by requesting such on your Booking request), it is ultimately the decision of the airline to allocate or refuse to allocated selected seats.
Customers should be aware that meal requests made by TRAVELORAMA to Third Party Suppliers such as airlines are not guaranteed, and most airlines reserve the right (in accordance with the Third Party Supplier Terms of Supply) in their discretion not to honour such requests, even where TRAVELORAMA (or any agent) has specifically requested a particular meal or dietary requirement.
Where a Third Party Supplier is in breach of its obligations to you (things it should or should not do), TRAVELORAMA will take reasonable steps to assist you the Customer during UK business hours. However, Customers should be aware that the majority of Third Party Suppliers operate outside of the United Kingdom, and such services are offered subject to the local applicable laws in the respective country. Therefore, consumer protection rights, schemes or otherwise may not be applicable and you are advised to check carefully for any costs or additional fees that might be chargeable by the Third Party Supplier directly.
TRAVELORAMA accepts no liability to the fullest extent permitted by law for the failure of Third Party Suppliers to provide their services as agreed to the Customer. In the case of discretionary services, TRAVELORAMA accepts no liability for Customer reliance on such requests made at the time of placing a Booking, or subsequently before travel. In providing the Agency Services, TRAVELORAMA will take reasonable care and skill in its selection of Third Party Suppliers but Customers should be aware that sometimes Third Party Suppliers do not meet the expectations of Customers in the delivery of their own services. TRAVELORAMA will assist to resolve any problem you may have with a Third Party Supplier, but in the event of liability, the responsibility for the provision of the Third Party Supplier Services remains at all times with that specific Third Party Supplier.
ALL Bookings are subject to the Verification Policy.
When making a Booking, the Customer represents that he/she is legally authorised to enter into a contractual relationship with TRAVELORAMA and as the express consent of other travellers to supply their personal details as part of the Booking. The Customer further represents that the Booking is for leisure purposes and the Customer is not using the Agency Services for commercial, settlement, abandonment or any other reason than for a leisure trip to the desired destination(s).
The Customer undertakes (agrees) to complete the required details of all travellers as required by TRAVELORAMA, including full legal names, dates of birth, gender, nationalities and other details as accurately recorded on the passport or other travel documents as is required and demanded for using the Third Party Supplier’s services. The Customer REMAINS FULLY RESPONSIBLE for any costs (incurred by TRAVELORAMA or a Third Party Supplier) by inaccurately inputting the names or other details of the travellers, including capitalisation requirements or abbreviations of full names as detailed in travel documents. In making a Booking, be it a Branch Booking, Telephone Booking or Website Booking, the Customer acknowledges their own responsibility for such errors or mistakes and any resulting costs, inconvenience or cancellation of a Booking resulting from such errors or mistakes of the Customer.
Where a Booking is placed in suspicious circumstances or circumstances which cause concern of fraudulent activities for which TRAVELORAMA suspect the Agency Services are being used, or proposed to be used for criminal activities, TRAVELORAMA shall inform the relevant authorities of its suspicions without notice to you. In such instances, the Booking is invalid without any obligation on the part of TRAVELORAMA to you. Suspicious circumstances include, but are not limited to, high value transactions on payment cards, repeated payments on payment cards or otherwise suspicious payment methods or activities identified by TRAVELORAMA and/or its agents. Routes which are illogical or impractical, travel to destinations known for smuggling, trafficking or other illegal or immoral activities are further examples of suspicious transactions.
This Cancellation Policy applies to all Branch Bookings, Telephone Bookings and Website Bookings.
Where you have made a Booking and wish to cancel or change the Booking, you must immediately or as soon as possible contact TRAVELORAMA on +44 (0) 203 970 4141. TRAVELORAMA will work to accommodation your needs subject to the provisions below. You can also email us at firstname.lastname@example.org but you are strongly advised to call us so we are able to discuss your options with you. Such changes or cancellations are usually subject to cancellation fees and also the charges of Third Party Suppliers, depending on the time before departure.
Where a Booking is cancelled by the Customer, any charges or fees levied by a Third Party Supplier as well as the administrative costs of TRAVELORAMA set out below will be deducted from any refund amount provided to you. In some instances of cancellation, and usually where a departure date is less than 14 days, Third Party Suppliers will typically retain 100% of the fees paid and not offer any partial refund. Some Third Party Suppliers impose amendment fees or upgrade fees which will need to be met by the Customer in full.
Any card processing fee levied on placing your Booking is in all circumstances, non-refundable.
TRAVELORAMA will deduct an administrative amount to meet TRAVELORAMA’s own costs of processing a refund or processing an amendment as follows:
GBP 50.00 per traveller
GBP 50.00 per traveller
GPB up to 50.00 per traveller
The Third Party Supplier will usually also impose a cancellation fee or amendment fee in accordance with the Third Party Supplier Terms and Conditions. Your hotel will typically have its own cancellation policy which TRAVELORAMA will display to you on the trip details page before you book. If there is a cancellation fee payable, it will apply a ‘per room’ and not ‘per booking’ cancellation fee. Be aware that in many locations, the Hotel will not refund any amount in accordance with their booking terms and local applicable laws.
Refunds (for eligible refundable tickets) can take as long as 6-8 weeks to process and may in some instances, take longer depending on your method of payment and the response time of the Third Party Supplier. The processing time is beyond the control of TRAVELORAMA as TRAVELORAMA has to receive the return of funds from Third Party Suppliers who may be located in territories where money processing rules or banking infrastructure is such that a refund will take several days or weeks to clear to TRAVELORAMA’s UK bank accounts. Any refund amounts will be issued back using the same method in which the amount was debited from the Customer. TRAVELORAMA will keep Customers informed of the expected processing time, where possible.
Low cost flights in economy class usually have a no-refund policy for cancellations (imposed by the Third Party Supplier airline). Unfortunately, such policies are beyond the control of TRAVELORAMA and you are STRONGLY ADVISED TO PURCHASE A REFUNDABLE AND CHANGEABLE TICKET AND TAKE OUT ADEQUATE TRAVEL INSURANCE THAT COVERS A CANCELLATION BY YOU IF YOU MAY NEED TO AMEND OR CANCEL YOUR FLIGHT DUE TO PERSONAL CIRCUMSTANCES. You are advised to contact the airline to try and make amendments or cancellation to your flights, but it should be understood by all Customers that the nature of low cost flight tickets is their inflexible nature and lack of refund policy – THIS RISK IS BOURNE BY THE CUSTOMER.
In the event that you fail to attend a flight by the required check-in time specified by the relevant Third Party Supplier, you and all travellers will be deemed as “no-show”. In such instances, no refund from TRAVELORAMA or the Third Party Supplier will be provided. It remains the responsibility of the Customer to reach the airport in sufficient time to meet a flight departure. For particularly early flights, it might be advisable to stay locally near the airport to ensure you are able to make your flight in good time. It is advisable to give sufficient time in some destinations to allow for security checks and procedures which might be unusual or particularly time consuming. In some locations, additional ‘levies’ or taxes have to be paid in local currency or by payment card before check-in can commence. Check with our authorisation representatives who will be happy to advise if this is understood to be the case. In any event, with all international travel give sufficient time for your journey to allow for possible delays.
Third Party Suppliers Airlines can, and often do make schedule changes to flights for operational or other reasons. In such instances, Third Party Suppliers Airlines usually inform Customers directly, but it is best to check with the Third Party Suppliers Airline of the operation of the flight some time prior to the departure date. Third Party Suppliers Airlines will typically not offer alternative flights if the schedule change is less than 6 hours, and in such instances the Third Party Suppliers Airline will expect Customers to make their own arrangements to accommodate the schedule change. Where the change of the schedule flight is greater than 6 hours, the Third Party Suppliers Airline will typically offer alternatives to Customers. While TRAVELORAMA will take reasonable steps to inform and arrange changes with Customers were necessary, it remains the responsibility of the Customer to check and make arrangements with the Third Party Suppliers Airline.
If you have booked separate itineraries with other airlines (such as domestic flights, or onward international flights), you will usually not be entitled to a refund or compensation for your loss from the Third Party Supplier, despite its schedule changes. Therefore, you should always book flexible tickets if your flights booked on a separate itinerary are dependent on your Booking with TRAVELORAMA.
You must take out adequate travel insurance cover to cover the event of default (failure) by a Third Party Supplier. Default, failure or otherwise of a Third Party Supplier is not the responsibility of TRAVELORAMA and liability is excluded to the fullest extent permitted by law of any liability for the failure or suspension of an Airline operator. Airlines can (and have frequently) become insolvent without prior warning, transportation and accommodation providers are also vulnerable to failures and events outside of their control and you should take out sufficient insurance to mitigate such risks. Although a package holiday may be ATOL protected, you should assess the suitability and extent of insurance coverage you would need in the event of a failure of an airline and insure as appropriate. TRAVELORAMA will of course assist all Customers in such circumstances, but the Customer acknowledges and undertakes to mitigate such risks themselves. In making a Booking you acknowledge and understand those risks, and are obliged to take out adequate insurance as a condition of our acceptance of your Booking.
Valid and Proper Travel Documentation
You should ensure that you travel with all Required Documentation for your trip:
You should ensure that you have a copy of your booking confirmation, including any issued e-tickets. In some destinations, you will require this documentation to access the airport and will be denied entry if you fail to show valid documentation for each passenger travelling.
Customers must ensure that their passport is not damaged, defaced or otherwise invalidated due to its poor condition therefore not valid for travel.
Some destinations have specific immigration requirements that passports have at least 6, or even 12 months’ validity before the date of departure, require several free pages of passport documents or other requirements. Please take care to ensure that your passport expiry date meets the requirements of your destination country. Citizens of the United Kingdom (travelling on a UK passport) can check with the Foreign and Commonwealth Office for specific advice, other nationals can also check with their respective country’s Foreign Office.
You MUST ensure that you comply with the accuracy requirements above, and ensure all your details are accurately copied from your passport to your ticket.
Many destinations require a visa to gain entry and making a Booking, you are implying to TRAVELORAMA that you will obtain and travel with a valid and correct visa. Customers are advised to contact the local embassy or high commission of the country they propose to visit to check current requirements. Always ensure you have sufficient time before your date of travel to obtain any necessary visa, taking note that during busy holiday periods there can be significant delays in obtaining visas and you are strongly urged to be very cautious in giving yourself plenty of time to obtain your visa. In some instances, you might need a visa for a country that you are transiting through – so please check local visa requirements for each segment of your journey. Customers are further reminded that they must travel to their destination using the correct local visa type. For example, tourists travelling on business, emergency, investor type or diplomatic visas is likely to be illegal in the destination country and punishable by law. Ensure your visa covers the entire purpose of your visit to avoid refusal of entry at your chosen destination.
Some destinations will require a letter or letters of consent for travel with one parent with children and can require that a letter of consent is notarised by a public notary or sworn before a practising solicitor/lawyer, as is the case in travel to South Africa, at the time of these Terms and Conditions. Some destinations require the completion of a prescribed form to travel in certain circumstances. These requirements are always strictly enforced without any discretionary allowances for any traveller’s particular circumstances. Therefore take great care to ensure that each and every document is completed with care and precision to avoid problems or possible refusal of travel. You must check the requirements before you travel and ensure that you take the necessary steps to meet the requirements.
Under no circumstances does TRAVELORAMA accept any liability howsoever arising for the Customer’s failure to meet any of the requirements set out above. TRAVELORAMA will try to assist Customers facing difficulties in meeting the points above, but responsibility remains solely with the Customer and those travelling to meet those requirements.
Payment and Default
Where TRAVELORAMA secures your Booking with Third Party Suppliers on the Customer’s behalf before the Customer settles the cost of the trip in full, the Customer must comply fully with the payment instructions informed by TRAVELORAMA, including any payment deadlines advised by TRAVELORAMA to settle the balance for the Booking. In the event that the Customer misses the Payment Deadline, TRAVELORAMA may cancel the Booking, forfeiting the full amount paid to date by the Customer. Whilst TRAVELORAMA will take such reasonable steps and work with the Customer to avoid an event of payment default by the Customer, it remains the responsibility of the Customer to comply with the Payment Deadline.
Customers using credit facilities offered by third parties as featured on the Website, In Branch or advised by telephone by TRAVELORAMA, agree to be bound by those terms and conditions including the strict payment schedules set out by such third parties.
Our liability to you
TRAVELORAMA shall be liable only to Customers for direct losses which arise directly from TRAVELORAMA’s failure to adhere to these Terms and Conditions and its provision of the Agency Services to you, the Customer. It is a condition of these Terms and Conditions that Customers mitigate to limit their losses suffered and not incur additional costs which are unreasonable to incur in the specific circumstances. Liability for failures or breaches of Third Party Suppliers in providing their services to the Customer is hereby expressly excluded without reservation to the fullest extent permitted by law.
Where TRAVELORAMA has failed in its obligations to provide Agency Services and subsequently this failure has caused a direct loss to the Customer and the Customer has taken all reasonable steps to mitigate that loss in accordance with clause above, TRAVELORAMA’s liability shall be limited in all to the total value of the Booking placed by the individual Customer.
TRAVELORAMA does not exclude or limit in any way its liability for:
death or personal injury caused by its negligence or the negligence of its employees, agents or subcontractors (this does not include Third Party Suppliers);
fraud or fraudulent misrepresentation; or
breach of any statutory rights or any other loss that may not be excluded or limited by applicable law.
Except as set out above of these Terms and Conditions, the provision of information in this Website, including fare information, rating information, description information is provided without any express or implied warranty or implied term with regards to the suitability, satisfactory quality or fitness of the services offered by the Third Party Suppliers and their services for Customers. Fare information is indicative only and can increase before the Booking made is confirmed by a Booking reference from TRAVELORAMA. Offers are limited and offered by several other competitors and no warranty is provided for any displayed offers or information until an Booking is confirmed by a Booking confirmation from TRAVELORAMA.
TRAVELORAMA shall not be liable for any direct, indirect or consequential loss arising from the use of the Website, any delay or inability to use the Website, or from the Customer’s use of links from the Website. The exclusions and limitations contained in this clause apply only to the extent that it does not affect your statutory rights. These Terms and Conditions do not affect your contractual rights and obligations in respect of any Customer’s agreements with
Third Party Suppliers.
TRAVELORAMA will not be liable or responsible for any failure to perform, or delay in performance of, any of its obligations under these Terms that is caused by an Event Outside TRAVELORAMA’s Control.
An ‘Event Outside TRAVELORAMA’s Control’ means any act or event beyond TRAVELORAMA’s reasonable control, including without limitation: strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, government embargos, restrictions, travel bans, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or act of God, or failure of public or private telecommunications networks beyond the control of TRAVELORAMA.
If an Event Outside TRAVELORAMA’s Control takes place that affects the performance of TRAVELORAMA’s obligations under these Terms and Conditions. TRAVELORAMA will contact you as soon as reasonably possible to notify you; and TRAVELORAMA’s obligations under these Terms and Conditions will be suspended and the time for performance of TRAVELORAMA’s obligations will be extended for the duration of the Event Outside TRAVELORAMA’ Control. Where the Event Outside TRAVELORAMA’s Control affects TRAVELORAMA’s performance of Agency Services to you, TRAVELORAMA will restart the Services as soon as reasonably possible after the Event Outside TRAVELORAMA’s Control is over. Where an Event Outside of TRAVELORAMA’s control persists beyond a reasonable time (to be determined in the reasonable discretion of TRAVELORAMA), TRAVELORAMA shall take steps to refund any sums in excess of its own losses and costs to Customers.
All travel involves a level of risk and during certain periods of war, unrest, civil disorder you may be subject to risks that TRAVELORAMA cannot control. You are strongly urged to check with the relevant authorities for warnings, health risks and other concerns with particular destinations. TRAVELORAMA cannot, by providing the Agency Services, be held liable for events beyond its control.
For Customers travelling from the United Kingdom, the following government website should provide you with up to date advice on your chosen destination country https://www.gov.uk/knowbeforeyougo. You are advised to check this website prior to making a Booking and prior to travelling
Customers confirm, by making a Booking that they will take out adequate travel insurance, including adequate health cover for the entirety of the trip. Customers also confirm that they have taken medical advice and vaccinations if required or recommended. Customers further confirm that they have no health problems that will affect their safety for the duration of their holiday, and warrant that they are sufficiently able and healthy to travel. TRAVELORAMA excludes liability to the fullest extent permitted by law any liability caused by the Customer’s failure to comply with this clause, or any clause in these terms and Conditions
Customers should direct any complaints to email@example.com or contact us on +44 0191 348 1520 / 21 where TRAVELORAMA will endeavour to handle your complaint to your satisfaction.
Complaints relating to Third Party Suppliers, such as damage or loss of luggage by airlines should be addressed directly to such Third Party Supplier.
Behaviour, Conduct and Local Laws
TRAVELORAMA wants Customers to enjoy their stay at their chosen destination. However, you must ensure that your behaviour and conduct are compliant with local laws, customs and traditions.
Aside from obvious criminal acts (which are often severely punished), conduct includes activities that might not necessarily seem out of the ordinary or be understood to be unlawful. Some examples: i) in certain destinations, simply being intoxicated in a public place can be a criminal offence – regardless of demeanour or behaviour; ii) in certain destinations it is illegal for an unmarried couple to share accommodation; iii) in certain destinations same sex relationships are prohibited; iv) in certain destinations it is a requirement that you hold a licence to consume alcohol; v) in certain destinations require all persons to carry identification documents at all times; vi) in certain destinations you will be expected to confirm to standards of modesty of dress to avoid unwanted attention or potential arrest; and vii) in certain destinations photographing at certain locations may be prohibited and punishable by law.
The above examples are non-exhaustive and Customers are strongly advised to familiarise yourself with any local laws and customs which might seem unusual or be unexpected at the country or region you are transiting through or visiting. You must remember that freedom of speech, religion, political opinion, rights of assembly and even basic human rights are not necessarily respected (or even lawful) in certain countries.
Although enforcement of certain laws, regulations or requirements at some locations may be lax, be aware of such requirements to avoid any misunderstandings or arrest. You are strongly advised to have details of the local embassy or commission at your destination in the unfortunate event that you require their assistance.
TRAVELORAMA may transfer its rights and obligations under these Terms and Conditions to another organisation, and TRAVELORAMA will always notify you in writing if this happens, but this will not affect your rights or TRAVELORAMA’s obligations under these Terms and Conditions.
This contract is between you and TRAVELORAMA. No other person shall have any rights to enforce any of its terms.
Each of the clauses of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If TRAVELORAMA fails to insist that you perform any of your obligations under these Terms and Conditions, or if TRAVELORAMA does not enforce its rights against you, or if TRAVELORAMA delays in doing so, that will not mean that TRAVELORAMA has waived its rights against you and will not mean that you do not have to comply with those obligations. If TRAVELORAMA does waive a default by you, TRAVELORAMA will only do so in writing, and that will not mean that TRAVELORAMA will automatically waive any later default by you.
These Terms and Conditions are governed by English law. You and TRAVELORAMA both agree to submit to the non-exclusive jurisdiction of the English courts.
Customers should direct all queries to +44 20 3970 4141 or email us at firstname.lastname@example.org Communications to any other email address or contact number may delay or prevent our response, so Customers must use only these contact methods. In an emergency, please call us directly to avoid delays in responding to an email.