MONDIAL TRAVEL LIMITED TERMS AND CONDITIONS
- These Booking Conditions form the basis of your agreement with Mondial Travel Limited. They apply only to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform as applicable as part of our agreement with you. References in these Booking Conditions to “arrangements” mean such holiday arrangements.
- Our obligations to you may vary depending upon whether you book with us a package (as defined below) or a single component arrangement, and our differing obligations are set out below in four separate sections:
Section A contains the conditions which will apply to all bookings;
Section B contains those conditions which will apply where you book non-package arrangements.
- A packageexists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:-(a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.
- Please note, in respect of some package bookings, when making your booking we will arrange for you to enter into a contract with the applicable supplier of the package in question. We then act as agent only. In this case, the applicable booking conditions are those of the particular supplier or Tour Operator with whom your booking has been made and your contract will be with the supplier of the arrangements in question.
- These Booking Conditions and any agreement to which they apply are governed in all respects by English Law which will apply to any dispute, claim or other matter which arises out of or in connection with your contract or booking with Mondial Travel Limited.
SECTION A – TERMS WHICH APPLY TO ALL BOOKINGS
- MAKING YOUR BOOKING
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. The first named person on the booking will be the party leader and will be responsible for making all payments due to us.
As an agent of The Global Travel Group in connection with the sale of travel products, any money paid to us in respect of a booking is held by The Global Travel Group in accordance with paragraphs 30-31 below of these terms and conditions, until such time as they are paid to the supplier.
- CHANGES OR ADDITIONS TO YOUR HOLIDAY
If you wish to change any part of your holiday arrangements, we will do our utmost to make that change, if it is possible to do so. However, please be advised that it may not always be possible to make changes. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, it will be subject to an administration charge which will be notified to you at that time, together with any costs or charges incurred or imposed by any of our suppliers. You should be aware that there may be extra charges applicable, dependent on the change you make. No Frills and/or chartered airlines normally regard name changes after tickets have been issued as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge. Please note, it may not be possible to make changes within 28 days of your scheduled departure date without incurring 100% cancellation charges. We will, however, do our utmost to accommodate your requested change or addition.
- TRANSFERRAL OF BOOKINGS
If you are unable to travel, in certain circumstances which we consider reasonable, we may allow you to transfer your booking to another party. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result, together with an amendment /administration fee which will be notified to you at the time must be paid before the transfer can be effected. If you are unable to find a replacement, cancellation charges as set out in these terms will apply in order to cover our estimated costs.
- INFORMATION ACCURACY
Please note, advertised information and prices may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of information and prices when published, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) at the time of booking.
Flight times and carriers are given for guidance only as there may be changes. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure. There may also from time to time be general refurbishment at these establishments. These are necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
- IMPORTANT FLIGHT INFORMATION
Please note that most airlines do not include hold baggage within the cost of their flights. Where this is the case extra charges will apply. Please check at the time of booking that hold baggage is included within your booking. It is your responsibility to ensure you have sufficient baggage allowance. Please be aware that hold baggage weight restrictions may also vary between airlines.
There are varying types of flights that we may book as part of your package i.e. Charter, No Frills, Full Published and Consolidated. Any flight element of your holiday is provided by an independent supplier. Each supplier has their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
Please note: the carrier reserves the right to refuse carriage to any person who has acquired a ticket in violation of applicable law or the carrier’s tariffs, rules or regulations. Right of refusal may now be granted to airlines under stringent anti-terrorism laws.
- CHARTER FLIGHT CONDITIONS
A charter flight is invariably where an ATOL licensed Tour Operator has “chartered” their own aircraft. When we book a charter flight on your behalf, we will identify that charter operator on your ATOL receipt. Full terms and conditions relating to individual charter airlines may be found in the relevant charter airline brochures. Where copies of these conditions are not readily available, copies of these terms and conditions are available on request from ourselves or the supplier concerned. By booking with us, you are agreeing to these conditions.
- NO FRILLS FLIGHT CONDITIONS
When we book a “No Frills” flight on your behalf, we will identify that “No Frills” airline on your ATOL receipt. It should be noted, that “No Frills” airlines operate independently of each other and are normally quite inflexible. Furthermore, they will invariably charge more for amendments once the booking has been made and levy “severe” cancellation charges.
By allowing or asking us to book a “No Frills” flight on your behalf, we regret and you accept that we are unable to take any responsibility for flights changes, or cancellations made to any part of your reservation by the “No Frills” airline. For the avoidance of doubt, when we book a “No Frills” flight on your behalf, you are agreeing to the “No Frills” airline booking terms & conditions. We will of course endeavour to change / amend all other components of your package without charge through co-operation with our suppliers in the event of a cancellation or change by the No Frills airline but cannot guarantee this will be possible.
- FULL PUBLISHED/CONSOLIDATED FLIGHT CONDITIONS
A “Full Published/Consolidated” flight is normally identified as a flight operated by a “National Carrier” such as British Airways, KLM, Air New Zealand , Cathay Pacific etc. When we book a “Full Published/Consolidated” flight on your behalf, we will identify that “Full Published/Consolidated” airline on your ATOL receipt (identified as “BSP” OR “Triton Airfares Consol”). It should be noted Full Published/Consolidated airlines normally levy “severe” cancellation/amendment charges dependent on the type of ticket booked.
- UPGRADING YOUR FLIGHT & FLIGHT SEAT REQUESTS
Unless you have pre-booked your seats (where this facility is available), it may not be possible to obtain them together. Please bear in mind that even when you do pre-book seats, in most cases we will not be able to confirm the actual seat numbers or position on the aircraft. Where possible, we will offer you a further range of upgrade options designed to give you a more comfortable journey at a reasonable supplement.
- DIRECT FLIGHTS
The flight routings used in connection with our holidays may be based on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft on route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en-route for re-fuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary. However, should you require this information at an earlier stage, please check with your travel advisor at the time of booking.
- FLIGHT CHANGES
Unfortunately, airlines may occasionally change the type of aircraft on a particular flight without advance warning. Flight timings and days of operation are subject to change and we will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. It is possible that flight times may be changed even after tickets have been despatched – we will contact you as soon as possible if this occurs.
We are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight included in your holiday. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying our/the airline’s normal charges.
We cannot be held responsible for airlines re-scheduling/re-routing flights via other airports/destinations following your confirmation of booking. Unfortunately, airlines who re-route flights are not obligated to make a refund or reduction of any kind should a change to your original itinerary take place.
- FLIGHT DELAYS
In the event of a flight being delayed, the flight provider has an obligation to passengers pursuant to EU Regulation no 261/2004 of The European Parliament and of the Council governing air travel. However, the extent of such will depend on various other factors i.e the type of flights you have booked (please see FLIGHTS section) expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays will result in lost holiday time, no refunds are given. It is in recognition of the above that your holiday travel insurance policy normally offers monetary compensation for flight delays.
In the event of flight delay or missed flights please make sure you contact the overseas assistance/emergency number as shown on your accommodation voucher/booking documents.
- TRANSFER VOUCHER
Please note, where applicable, transfer vouchers will be issued. Please make sure that if you have booked transfers you take the transfer vouchers on holiday with you to hand over to the relevant provider. The transfer voucher also provides details of the process to obtain the service, which must be adhered to.
- ACCOMMODATION GRADING
Some of our suppliers categorise accommodation and apply their own rating system. However, the official star rating of a property is determined by the local authority governing the grading structure in the country the property is based. It is therefore important to read carefully the individual accommodation descriptions. A comparison of cost may also give some idea of how accommodation in the same resort / country is likely to compare in terms of general standards. Accommodation, whatever the rating, is based on a twin or double standard room unless otherwise stated.
- BOOKING A ROOM FOR EARLY ARRIVAL OR LATE DEPARTURE
Generally, your accommodation will be available from 2pm on the date of arrival, and is to be vacated between 10 am and noon on the date of departure, irrespective of your arrival or departure times and unless we have stated otherwise. Should you wish your room to be ready prior to this time frame on your day of arrival or available after 10 am for an afternoon or evening departure, it may be possible to reserve the room at the time of booking. However, this will be on a “subject to availability” basis. This could incur additional cost and is normally paid locally. Should we not be able to accommodate your request, you may also ask at reception (if applicable) on your date of arrival or at any time during your stay.
Meals, if included, are based on table d’hote menus, or a meal voucher system unless specified otherwise. Holidays which include main meals generally commence with dinner on the day of arrival at your accommodation, terminating with breakfast (on half board) or lunch (on full board) on the day of departure. No refunds on meals “not taken” can be given. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d’hote menu and cannot be guaranteed. We would therefore strongly suggest that anyone with special requirements takes a holiday where no meals (or only breakfast) is included.
Please note, if you book accommodation on an “all-inclusive” basis, accommodation providers differ in their “all-inclusive” offerings including the time all-inclusive options are available. Assumptions should not be made that accommodation booked on this basis will include, for example, “branded” spirits as accommodation providers may offer local alternatives.
- HOLIDAY INSURANCE
You MUST take out fully comprehensive travel insurance. It will normally cover you in the event of cancellation against loss of deposit or cancellation fees and for medical costs in the event of you becoming ill or having an accident whilst on holiday. There are some restrictions on insurance, for example pre-existing medical conditions and you should advise the insurance provider of these at the time the policy is taken out. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. If you choose to travel without adequate insurance cover, we will not be liable for any losses, howsoever arising.
If we or any other person in authority is of the reasonable opinion that you or any member of your party is behaving in such a way as to cause or be likely to cause danger or upset to any other person or damage to property, we will be entitled to terminate the holiday of the person(s) concerned. The person(s) concerned will be required to leave the accommodation or other service and we will have no further responsibility to them including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your time away. Payment must be paid direct at the time to the service supplier concerned, failing which you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.
- BOOKING IF YOU ARE UNDER 18
It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case. Under no circumstances can we accept bookings from anyone who is under 16. At our discretion, we may accept a booking from someone who is 16 or 17 and not accompanied by an adult providing we have confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, full cancellation charges will be payable.
- IF YOU HAVE A COMPLAINT WHILE YOU ARE ON HOLIDAY
If you have cause for complaint whilst on holiday, you must bring it to the attention of the local Representative or Agent (if there is one) and the establishment where you are staying who will do their best to rectify the situation and prevent your holiday being spoilt. If there is no local Representative or Agent, you must contact the supplier on the Emergency Number as detailed on your accommodation voucher/booking documentation or contact us direct on our own Emergency number which is 00447870346928. You should note that it is unreasonable to take no action whilst on holiday but to then write a letter of complaint upon return. If you remain dissatisfied, you must write to us formally by post, not email, within 28 days of your return from holiday, giving your booking reference and full details of your complaint. If you fail to follow this simple complaints procedure (in resort and on your return home), your right to any compensation you may otherwise have been entitled to may be affected or even lost as a result.
- SPECIAL REQUESTS AND MEDICAL PROBLEMS
If you wish to make a special request, you must do so at the time of booking by informing us in writing prior to making any payment. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part.
If you or any member of your party has any medical problem or disability which may affect your chosen holiday arrangements, you must give us full details in writing at the time of booking and prior to making any payment. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we become aware of these details. Cancellation charges will apply.
- PASSPORTS, VISAS AND HEALTH REQUIREMENTS
The passport, visa and health requirements applicable to British citizens are available to you at the time of booking from your travel advisor or from www.gov.uk/foreign-travel-advice. Passengers with a non-British passport must check passport and visa requirements with the Embassy or Consulate of the countries to or through which you are intending to travel. Requirements may change and you must check the up to date position in good time before departure.
It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
You should take up-to-date health advice about the health precautions you will need to take prior to departure by visiting your GP or health professional or from
You should also note that certain countries now require your passport and/or visa number together with any other relevant details in advance of travel.
- FORCE MAJEURE
In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, pandemic and all similar events outside our control. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of force majeure.
SECTION B – TERMS WHICH APPLY TO NON-PACKAGES
- FINANCIAL PROTECTION
We provide security for the monies that you pay for the holidays booked with us. All money that you pay to us is paid into a Global Travel Group Limited client account. Money held in this account is held on behalf of any third parties. In the unlikely event of the failure of our Company this money will still be available to suppliers.
You will be advised of the current price of the arrangements that you wish to book before your contract is confirmed. We reserve the right to make changes to and correct errors in the prices of both advertised and confirmed non-packaged arrangements prices at any time.
- CHANGES BY US TO A NON-PACKAGE BOOKING
Because we begin planning the arrangements we offer many months in advance, we must reserve the right to make changes to and correct errors in holiday details both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings.
Most changes are minor but occasionally, we may have to make a “significant change”. Examples of “significant changes” include the following when made before departure; a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower classification for the whole or a major part of your holiday, a change of UK departure point to one which is more inconvenient for you, a change of outward departure time or overall length of your holiday of twelve or more hours, the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period and, in the case of tours, a significant change of itinerary missing out one or more major destination substantially or altogether.
If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of the following options:-
- (for significant changes) accepting the changed arrangements or
- purchasing alternative arrangements from us, of a similar standard to those originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or
- cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.
The above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. Very rarely, we may be forced by “force majeure” (see clause 25) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
- OUR LIABILITY TO YOU (NON-PACKAGE BOOKINGS)
(1) We have a duty to select the suppliers of your arrangements with reasonable skill and care. Except as stated otherwise in these terms, we have no liability to you or the actual provision of the arrangements, except in cases where it is proved that we have breached that duty and damage to you has been caused.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(c) unusual or unforeseeable circumstances beyond our or our supplier(s) control, the consequences of which could not, even with all due care, have been avoided; or
(d) an event which either ourselves or suppliers could not, even with all due care, have forseen or forestalled.
(3) We will not accept responsibility for services or facilities which do not form part of our agreement, for example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
- CANCELLATION BY YOU OF ACCOMMODATION ONLY BOOKING
If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. As we incur costs from the time we confirm your booking, we will levy the following cancellation charges. The percentage cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.
|PERIOD BEFORE DEPARTURE WITHIN WHICH WRITTEN NOTIFICATION OF CANCELLATION IS RECEIVED BY US||CANCELLATION CHARGE PER PERSON CANCELLING|
|43 days and above:||20% of accommodation value minimum charge of £20|
|42 – 28 days:||50% of accommodation value|
|Less than 28 days:||100% of accommodation value|
These cancellation charges apply to all bookings, except where a booking includes items or services where our suppliers’ own cancellation charges exceed those shown above. Please enquire at the time of booking as up to 100% cancellation charges may apply from the time of booking.
- CANCELLATION BY YOU OF FLIGHT ONLY BOOKING
If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. The cancellation charge of flight only bookings will be 100% of the cost of the booking.