Co-op Holidays Booking Terms & Conditions

YOUR PACKAGE HOLIDAY BOOKING IS WITH CO-OPERATIVE HOLIDAYS LIMITED (herein after known as Co-op Holidays).

1.                Our Details

We are registered in England under no. 09709386 with registered office at Co-operative House, Warwick Technology Park, Warwick, CV34 6DA. Tel: (+44)800 254 0310, email: [email protected].

2.                 Your Holiday Booking

A booking will exist as soon as we issue our booking confirmation This booking is made on the terms of these booking conditions. When you make a booking, you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. The Lead Name will responsible for the booking and must be 18 years of age at the time of placing the booking.

GROUPS - Any booking (or combination of bookings) for more than 3 rooms or 10 passengers are considered as a group. Group bookings must be made through the call centre as hotel suppliers may refuse these types of bookings. If that happens, we will endeavour to place an alternative arrangement for you however where this is not possible, the booking/s will be cancelled and you will forfeit any payments that have been made if you have not declared  a group booking accurately.

 

3.                Paying for Your Holiday

The price of your travel arrangements has been calculated in £GBP. When you book your holiday, you must pay a deposit unless this is within 9 weeks of your holiday (14 weeks for a Cruise Package) when you must pay in full. We will tell you the price of your holiday and the deposit before you book. The balance of the price of your travel arrangements must be paid at least 9 weeks (14 weeks for a Cruise Package) before your departure date.  If the balance is not paid in time, we can cancel your travel arrangements and retain your deposit.

4.                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, or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows (see also the exception below):

Holidays excluding a Cruise
Period before departure in which you notify us	Cancellation charge
More than 63 days	Deposit only
63 days or less	100% of holiday cost

 

Holidays including a Cruise
Period before departure in which you notify us	Cancellation charge
More than 98 days	Deposit only
98 days or less	100% of holiday cost

 

Note: If the reason for your cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.

You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances occurring at your destination. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund.

We will observe advice provided by the UK Foreign, Commonwealth & Development Office.

5.                If You Change Your Booking

If, after our booking confirmation has been issued, you wish to change your travel arrangements in any way, we will do our utmost to make these changes, but it may not always be possible (see note), and any changes are subject to availability. Any request for change must be in writing from the person who made the booking or by your travel agent. Where we can make a change, we will charge for any cost we incur in making the alteration which could include price increases, additional services and facilities, supplier administration fees and any cancellation charges applied to your original booking. 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 should you need to make a change. Certain charges may need to be collected at the time of the change and cannot be refunded in the event of cancellation equally any cancellation charges prevalent at the time of change will still be charged in the event of a future cancellation, these will be defined as Non-Refundable Administration Fees.

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.

Note: A change to the airline providing your flights and in some cases a change of hotel may involve a cancellation of one booking with 100% charges and a payment for a new booking. This will be explained during any discussion to make a change and will impact on the charges incurred in making any alteration to your booking. The airline and accommodation provider terms and conditions relating to changes will apply. 

For Touring Holidays, there may be changes made locally to the itinerary due to a variety of operational reasons or local restrictions, which will be communicated to you as soon as is reasonable practicable. These changes are not considered as a significant change and may be unavoidable or extraordinary.

6.                If We Cancel Your Booking

We reserve the right to cancel your booking. We will not cancel less than 9 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance. Unavoidable and extraordinary circumstances mean any situation deemed beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken including but not limited to, government action, supplier failure, or irreplaceable service cancellation by supplier.

If your holiday is cancelled, you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value). Non-Refundable Administration Fees that have been charged would not form part of the package price and would not be refunded.

If a refund is paid to you, we will:

1.       provide a full 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. 

2.       pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).              

Holidays excluding a Cruise
Period before departure in which we notify you	Amount you will receive from us
More than 63 days	£0
63-29 days	£10
28-8 days	£20
7 days or less	£25

 

Holidays including a Cruise
Period before departure in which we notify you	Amount you will receive from us
More than 98 days	£0
98-29 days	£10
28-8 days	£20
7 days or less	£25

This does not exclude you from claiming more if you are entitled to do so.

Compensation is payable to full fare paying passengers.

7.                If We Change Your Booking

To allow early booking for some destinations, flight times may be based on expected airline schedules at the bookings stage. Please note that when confirmed flying times are published and confirmed, these will be communicated to you.

It is a term of your booking that we can make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Please note that as travel providers schedules are often subject to multiple small changes, alterations to journey times which are less than an hour may only be notified when final travel details are shared approximately 2 weeks prior to departure. Examples of insignificant changes include alteration of your outward/return journey by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers or a change of UK departure airport between Gatwick, Heathrow, Luton, Stansted, London City and Southend; between Birmingham and East Midlands; between Liverpool and Manchester; and between Edinburgh and Glasgow.

If we are constrained by circumstances beyond our control to significantly alter any of the main characteristics of the travel services that make up your package you will have the rights set out below.

·        We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled. You may also decide to cancel and rebook a new different holiday and we will transfer the payment to the new booking.

 

·        If you choose to accept a refund:

1.       we will provide a full 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. 

2.       we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

 

Compensation is payable to full fare paying passengers.

 

8.                Other Information, Requests & Special Assistance

Final travel details (such as flight times) will be confirmed to you, typically 2 weeks prior to departure. Please check the journey timings as any small alterations between booking and issuing final documents may not have been communicated previously. It is your responsibility to arrive in good time to board all flights or other methods of transportation. If you miss a flight or other transportation, we will try to arrange alternative transportation, but reserve the right to recover from you any costs we incur.

If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we cannot guarantee that they will be met, and we will have no liability to you if they are not.

Adequate travel insurance is vital, and you should be satisfied that your insurance fully covers all your personal requirements including cancellation charges, medical expenses, and repatriation in the event of accident of illness.

We are not a specialist limited mobility holiday company, but we will do our utmost to cater for any special requirements. If you or any member of your party has any medical problem or disability which may affect your arrangements, please provide us with full details by completing the Special Assistance Form before booking so that we can try to advise you as to the suitability of your chosen arrangements.  It is your responsibility to provide full and accurate details on any special assistance you may require. We may ask you to produce a doctor’s certificate certifying that you are fit to participate in your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

If you have car rental in your booking, unless you are advised otherwise, it is a standard requirement that the main driver must provide a Credit Card in their name as a deposit (Collision Damage Waiver)as part of the collection arrangement. Cash, Debit, Virtual or Pre Paid Cards are not usually accepted.

9.                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 this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to; you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Our liability, except in cases involving death, injury, or illness, shall be limited to a maximum of three 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 into this 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 [email protected]. Under passenger rights law 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 will be publicised at relevant airports and 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 these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

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 does not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, if you notified us of these needs at least 48 hours before the start of your holiday.

NB … this entire clause 9 does not apply to any separate contracts that you may agree for excursions or activities whilst on holiday.

10.              Protecting Your Money

We provide full financial protection for our package holidays.

1. For flight-based holidays this is through our Air Travel Organiser’s Licence number 11121 issued by the CAA of Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK telephone 0333 103 6350, email [email protected] and website www.caa.co.uk . When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we cannot 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.

 2. We provide full financial protection for our package holidays by way of a bond held by ABTA – The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.com. You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.

In the event of our insolvency we, or any appointed insolvency practitioner, may disclose your personal information to the CAA, and/or ABTA so that they can assess the status of your booking and advise you on the appropriate course of action under any scheme of financial protection. The CAA’s General Privacy Notice is at https://www.caa.co.uk/Our-work/About-us/General-privacy-notice/ ABTA’s Privacy Notice is at https://www.abta.com/privacy-notice.

A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at http://www.legislation.gov.uk/uksi/2018/634/contents/made

11.              ABTA

We are a Member of ABTA, membership number Y6330. 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.

12.              Complaints

If you have a complaint about any of the services included in your holiday, you must inform us. If this is whilst you are travelling or in resort, please call our Duty Office for 24/7 support on (+44)800 254 0188 or email [email protected]  without undue delay who will endeavour to put things right.

If it is not resolved locally, please follow this up within 28 days of your return home by writing to us (preferably via email) [email protected]  or via post to our Customer Services Department at Co-operative Holidays, Co-operative House, Warwick Technology Park, Warwick, CV34 6DA giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint in resort, or if you sign any waivers with local suppliers in relation to any disputes, we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see clause 11 above on ABTA.

13.             Additional Assistance

If you are in difficulty whilst on holiday and ask us to help, we will provide appropriate assistance, 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. To receive assistance please contact our Duty Office for 24/7 support on (+44) 800 254 0188 or email [email protected].

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 any responsibility if you cannot travel because you have not complied with any passport, visa, or immigration requirements.

15.              Health & Safety Abroad

You must appreciate from media coverage that the political, economic, and social conditions in some of the countries we feature are not as stable as we are used to in Europe. Sadly, crimes against both people and their property are a fact of life the world over. When in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive camera equipment, etc. Travellers have the same responsibility for their personal safety and their possession as they do at home.

We operate to many parts of the world, which do not and are not required to comply with British Health & Safety Standards and therefore urge that you undertake reasonable precautions to protect yourself and those travelling with you whilst on holiday. We recommend that you check out the UK Foreign, Commonwealth and Development Office website at www.gov.uk/foreign-travel-advice packed with essential travel advice and information, this website offers a wealth of country specific information that only the FCDO can provide.

16.              Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package 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 its provision by the operator.

17.              Travel Agents

When you buy a flight-based holiday, all monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies you pay to the travel agent are held by him on our behalf at all times.

18.              Behaviour

All guests are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behavior or that of any member of your party is causing or is likely to cause distress, danger, or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination our liability to you will cease and you party will be required to leave your accommodation or other service immediately. We will have no further obligations to you. No refunds for lost accommodation or any other service will be made, and we will not pay any expenses or costs incurred as a result of termination. You may also be required to pay for loss/damage caused by your actions, and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behavior of other guests or individuals who have no connection with your booking arrangements or with us.

19.              Cruise Bookings

Throughout these Booking Conditions variations for Cruise bookings are detailed. These include the balance due date, cancellation charges and compensation entitlements. It is the customer’s responsibility to settle all on board accounts. Children under the age of 18 will not be carried unless accompanied by an adult over the age of 21 at time of boarding who accepts responsibility for their welfare conduct and behaviour. Should children under 16 be travelling with only one parent most cruise lines require written authorisation to board ship from the absent parent where applicable.

Infants younger than 6 months at point of boarding may not be accepted on some ships, full detail is provided at booking stage and we accept no liability for incorrect information provided by you.

You must declare any pregnancy to us at the earliest opportunity as on certain cruise ships carriage of advanced pregnant women is not permitted, typically if the pregnancy is more than 24 weeks at return date. We reserve the right to refuse passage on board to any person who appears to be in advanced stages of pregnancy.

20.              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.

21.              Disclosed Agency Status

For all bookings whilst we may operate as Organiser as explained in the Package Travel Regulations, we also act as a disclosed agent of the travel providers involved in making the arrangements possible. This has an impact on the HMRC recognised position of the booking but ultimately has no effect on the responsibilities for performing the package that has been offered for sale to the consumer. Notwithstanding clause 16 where we limit liability to the items that make up the package holiday, and not extend to any in resort purchases.