When will I receive my tickets?
Most airlines now operate on e-tickets or are Ticketless, so you will generally only need to present yourself at check-in with your Passport. We will send you an Itinerary approximately 10 Days prior to departure, which you should check carefully for any time changes. If there are conventional tickets they will be dispatched to you approximately 3 weeks prior to departure. If you would like the tickets to be sent by Special Delivery or Courier, please contact our Administration department on 0871 423 8550 (Calls cost 10 pence per minute plus network extras) for details. Should you need to collect your tickets at the airport, please click here for details of where to collect your tickets. Click here for collecting ticket information

What documents do I need to take with me other than my ticket(s)?
The passport, visa and health requirements applicable at the time of printing to British citizens for the holidays we offer are shown, via a link to the Foreign and Commonwealth Office, on our website. A full British passport presently takes approximately 12 weeks to obtain although at certain times of the year this may be longer. Requirements may change and you must check the up to date position in good time before departure. The full first and last name on the passport must exactly match those on the itinerary/ticket or the person concerned will be refused carriage. British Citizens must hold a 10-year British Passport valid for at least 6 months after their return date of travel, and for certain destinations longer.

What additional documents do I need if I am travelling to the USA?
Most visitors to the US are required to have a US visa in their passport. However, since the introduction of the Visa Waiver Programme (VWP) British Citizen passport holders have been able to travel on this scheme provided they fulfil specific requirements, which include (but are not limited to) holding a full United Kingdom Passport, travelling on holiday or business for a period no longer than 90 days and holding a return air ticket with a “participating” airline (which includes all those airlines we feature). This does not include Irish Citizens who carry a British subject passport. Note that even those qualifying as above will require a visa if they have ever been arrested (even if not convicted) or if suffering from a serious communicable disease. It is the responsibility of each passenger to ensure they are able to comply with all US government requirements of the visa waiver programme. If you are in any doubt or if you hold a British Subject/Citizen/Commonwealth Passport or with Right to Remain etc. you must check with the US Embassy Visa Section. Also see their Website: www.usembassy.org.uk or call the Visa Information line on 0904 245 0100 (calls charged at £1.20/minute).

To gain entry to the USA under the Visa Waiver Programme you MUST submit your personal and travel details to ESTA on the website: https://esta.cbp.dhs.gov. This is now a mandatory requirement so you must obtain an ESTA otherwise you will be refused travel to the USA. ESTA is only accessible via the internet and must be completed at any time before travel, but no later than 72 hours prior to departure. You will need to have the address of the first night’s accommodation that you will be staying at in the US as well as your passport number and other basic biographical information (date of birth etc.). In most cases you will receive an automated response within a few seconds of completing the application generally stating that travel has been approved. If for any reason a visa is not authorised you will receive a response stating this. There is a charge of $14 which has to be paid as part of the on-line process. The website will only accept Mastercard, Visa, American Express and Discover. Travellers should be aware that unauthorised third parties have established websites which charge for information about ESTA and for submitting applications. These are not associated with the US Government and should be avoided.

A visa approved via ESTA is valid for up to 2 years or until your passport expires whichever comes first. If you plan future trips or your destination/itinerary changes after your visa has been approved you can easily update the information by re-visiting the ESTA website. ESTA should not be confused with API which is a separate mandatory requirement for you to provide your airline or carrier with details of your passport, country of residence and address of your first night’s accommodation in the US. Additional information regarding the visa waiver programme and ESTA is available at www.cbp.gov/esta

All passengers (including children) entering the USA on the visa waiver programme will be required to hold a machine-readable passport (MRP). An MRP includes the holder’s personal details e.g. name, date of birth, nationality and their passport number contained in two lines of text at the base of the photo page. If you are NOT in possession of an MRP you will need to obtain a visa for entry or apply for a new passport. Travellers without an MRP who do not have a visa will be denied entry into the USA and possibly fined. Visitors to the USA who have a passport issued after 26 October 2005 must have a digitally printed photo in their passport. All passports issued by the UK Passport Office now automatically feature digitally printed photos. Holders of passports issued before 26 October 2005 are exempt from this requirement and will be able to enter the USA under the visa waiver programme.

What if the person who is paying is not travelling on this booking?
The cardholder should call the Avro Reservations Department, on 0871 423 8550 (Calls cost 10 pence per minute plus network extras).

How do I make changes after I have made my booking?
If you need to make any changes to your booking, you will need to contact our Administration department on 0871 423 8551 (Calls cost 10 pence per minute plus network extras) and quote your booking reference. For the cost of any changes made after your booking has been confirmed please refer to our Terms and Conditions.

What are your Terms and Conditions?
To view our full Terms and Conditions Click here.

Advance Passenger Information (API) - What is it?
Advance Passenger Information (API or APIS) means your Passport details, and in some instances your contact information, which has to be provided to the authorities before you travel.

The UK Government (through the UK Home Office "E-Borders" scheme) require Air, Rail & Cruise Operators ("carriers") to collect API from ALL passengers travelling internationally into and out of the UK. You can read more information on the UK E-Borders scheme, on the following link: www.ukba.homeoffice.gov.uk/advance-passenger-information

In addition to the UK Government requirements, the Governments of the countries listed below also require Carriers to collect API from all passengers:

• USA
• Mexico
• Canada
• Spain
• Caribbean (CARICOM states): Grenada, Trinidad & Tobago, Barbados

The Data required currently is:

• Passport Number
• Country or State which issued Passport
• Expiry Date of Passport
• Given (first and middle) names - as they appear in the passport
• Last or Surname - as appears in the passport
• Gender
• Date of Birth
• Nationality

For passengers travelling to the USA, Carriers must also collect:

• Country of permanent residence
• Destination First Night Stay Address in US for all passengers except US Citizens or residents

Some Governments may also require Carriers to provide access to booking data, which may contain other passenger information.

We will only provide each country's Customs & Immigration authorities with the relevant API or booking data required by law. This is governed by Data Protection laws applicable in the UK and the requesting State.

The US government has very strict regulations and if you are travelling to/from or via the US you will not be permitted to board if you do not complete the required details. For all other destinations, inaccurate or incomplete data could delay your journey, either at check-in or with the immigration authorities. We cannot accept responsibility for incorrect or incomplete data provided, and if you are unable to travel for any reason relating to the provision (or omission) of API data, no refunds will be available.

How can I provide my API data?
Please go to the following secure Web portal: https://www.avro.co.uk/apis and key in the lead passenger's surname and also the booking reference to enter the required information. You must enter all the required details for all passengers on the booking.

You can re-enter the data if you've made a mistake, but you will not be allowed to change the names supplied at time of booking so please ensure they match those on passenger's passports.

What if I need to change a passenger's name?
You must contact our Call Centre first, as any name-change will be subject to normal Booking Conditions and may attract a charge. It is absolutely imperative that the names on the booking match those on the Passports of those travelling, and that this in turn matches API Data.

When do I need to have provided my API by?
You should provide the API data as soon as possible after the booking has been made as we can accept data from the moment that you receive details of the APIS Portal. The absolute latest that we can accept your API data by is 4 days prior to travel. To avoid being sent reminders you should provide the data as quickly as possible and particularly if you are travelling to/from or via the USA.

Notice regarding the use of personal details of passengers travelling to the Caribbean

Specifically:

Anguilla, Antigua and Barbuda, The Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Cayman Islands, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat, Saint Lucia, St Kitts and Nevis, St Vincent and the Grenadines, Suriname, Trinidad and Tobago, Turks and Caicos Islands. Collectively members or associate members of 'CARICOM'

Please note that some or all of the above CARICOM States will enter into an agreement with the USA whereby advance passenger data, required by and provided to CARICOM States for border security purposes, will be passed to the USA Department for Homeland Security for processing.

The UK Information Commissioner's Office (ICO) has accepted that this will not breach the Data Protection Act but has advised carriers operating to CARICOM States to make passengers aware that personal information provided by them may be passed on for processing as above.

What is the fuel supplement?
A fuel supplement is included as part of the fare structure.

How much will it cost if I need to cancel my booking?
For the cost of cancellation after the booking has been confirmed please refer to our Terms and Conditions.

How do I know which Terminal my flight leaves from?
Terminal information will be provided on your itinerary.

When do I need to check in for my flight?
Avro customers need to check-in for their flight approximately 3 hours (or 2 hours if you are travelling to Europe) before the departure time on your ticket/itinerary. If you arrive at the airport later than the specified check-in time we will not accept responsibility if you are unable to travel.

Meals on charter flights are optional and therefore will not be included in charter flight prices, unless departure is within 4 days, when a meal is compulsory. If a meal is included in the price, this will be clearly shown when making a booking on the site. Meals are included on all long haul flights.

Meals may be pre-purchased by paying a meal supplement when booking through the Avro website or direct with the Avro Reservations department. Meals cannot be purchased while onboard charter flights.

On Monarch Scheduled flights (which are pre-fixed ZB), meals can be pre-booked through the Administration department on 0871 423 8551 (Calls cost 10 pence per minute plus network extras) or snacks are available to buy on board.

If you have a special meal request including vegetarian meals please contact our Administration department on 0871 423 8551 (Calls cost 10 pence per minute plus network extras).

How do I make a special request?
If any member of your party has special dietary requirements, questions about specific baggage items or medical queries, please contact our Administration department on 0871 423 8551 (Calls cost 10 pence per minute plus network extras). We will try our utmost to meet any special requests.

What special arrangements can be made for disabled passengers?
Special arrangements can be made for passengers with disabilities. Please contact our Administration Department on 0871 423 8551 (Calls cost 10 pence per minute plus network extras) where they will be pleased to advise you on the assistance that can be provided.

What are the rules regarding travel by unaccompanied minors on charter flights?
We do not accept bookings for any children travelling alone under 16 years of age on the date of travel unless accompanied by an adult aged 16 years or over. Minors and young people travelling without their parents may need to carry documentation giving legal consent of the absent parent(s). This applies even if travelling with other adult family members and in some countries a sole accompanying parent will be required to produce appropriate legal consent of the absent parent, or proof of sole parental responsibility. Refer to The Foreign and Commonwealth Office for further details, www.fco.gov.uk.

What are the rules regarding travel by pregnant women?
Most airlines accept expectant mothers for travel provided they are in a fit condition and not over the 34th week on the return sector of the flight. Many airlines, however, will require a doctor's certificate so please check with our Administration department on 0871 423 8551 (Calls cost 10 pence per minute plus network extras).

What are the rules regarding travel by infants?
One infant, less than 2 years old on the date of the return journey, may sit on a parent's lap on a flight. An administration fee will be charged. Infants aged over 6 months and under 3 years can use car type seats (which you must provide yourself) on board aircraft. You will need to book a separate seat at the current flight only price at the time of booking this seat. Please note infants do not receive a meal on the flight.

What do I need to do if I need to contact Avro while I am abroad?
Avro have a 24 hour Duty office. The number is (+44) 1582 531757.

Do I need to book insurance?
When you book travel arrangements with us and if you are a British Citizen, you must take out the travel insurance we offer or another policy that offers the same or greater protection. You have the right to cancel the policy you purchase from us and receive a full refund if you cancel our insurance within 14 days of making the booking, providing that you have not travelled or made a claim on the policy. The cost of medical treatment, repatriation and other services overseas can be high. An insurance policy cannot be transferred to another person under any circumstances. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check alternative insurance policies.

How do I book insurance, car hire, or car parking after I've booked my flights on line?
If you would like to add car hire, insurance or car parking to your booking, you will need to contact our Administration Department on 0871 423 8551 (cost 10 pence per minute plus network extras) and quote your booking reference.

Do Avro sell accommodation?
For great accommodation rates, please refer to our sister company, somewhere2stay, www.somewhere2stay.com.

Are you using the website with JavaScript turned off?
Most browsers have JavaScript automatically enabled. If, however, you have disabled JavaScript you could encounter problems when purchasing on our site. We recommend that you have JavaScript enabled when using our site. Please refer to your browsers' support page for details on how to turn on JavaScript.

Terms and Conditions

All bookings are subject to the following terms and conditions. Please read them carefully. In these terms and conditions “we” “us” and “our” means Avro Ltd or Cosmos Holidays Ltd.

We sell flights. Your contract will be with us and is subject to the terms and conditions below.

The Head Office of Avro Ltd & Cosmos Holidays Ltd is at Wren Court, 17 London Road, Bromley, Kent, BR1 1DE. Both companies are Registered in England – Avro No:1779584, Cosmos No:209864 and our Registered Address is Prospect House, London Luton Airport, Luton, Beds LU2 9NU. Both Companies are members of ABTA:- Avro No:V1021, Cosmos No:V0531. When you buy an ATOL protected flight from us, you will receive a confirmation invoice or email from us (or from our authorised Travel Agent if you didn't book direct with us) confirming your arrangements and your protection under our Air Travel Organiser's Licence number. Avro ATOL:1939 - Cosmos ATOL:2375. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk.

Once you have booked and paid your deposit or full payment as applicable, we will reserve your flight on the basis of these terms and conditions. Your booking will be taken as confirmed in respect of all persons named on your booking and a binding contract between us will come into existence when we send our Confirmation Invoice to you.

Your contract with us and all matters and disputes which arise out of it is governed by English Law. We both agree that any dispute, claim or other matter will be dealt with by the English Courts unless you live in Northern Ireland or Scotland, in which case the courts of Northern Ireland or Scotland (as appropriate) will deal with any disputes.

N.B. Your calls may be recorded or monitored as part of our customer service training scheme. A copy of our privacy statement is published on our Websites:- avro.co.uk or cosmos.co.uk. Alternatively, you may wish to request a copy from us on 0871 423 8551. Calls cost 10 pence per minute plus network extras.

1. How do I make a booking?

You can make your booking through a travel agent or through our website www.avro.co.uk or by telephoning us direct on 0871 423 8550. Calls cost 10 pence per minute plus network extras. All monies you pay to one of our authorised travel agents for your booking with us will be held by the agent, until they are paid to us or refunded to you. Full payment for bookings made via our Website is required at the time of booking. For all other bookings you must pay a deposit, you will be advised of the amount at the time of booking. There may be an Administration Charge if you book within 10 weeks of departure.

Insurance premiums (if required) are due at the time you make your booking. You must pay the rest of your balance (if applicable) 12 weeks (84 days) before you depart. If for any reason the balance is not received by us or your Travel Agent on time, we or your Travel Agent will write and tell you that the payment is overdue. If it is still not received by us or your Travel Agent within 7 days of the written reminder being sent out, we will be entitled to treat your booking as cancelled by you and keep your deposit. If we do not cancel straight away because you have promised to make payment, you must in addition pay the cancellation charges shown in section 7 depending on the date we reasonably treat your booking as cancelled. If you book your travel arrangements 12 weeks or fewer before departure you must pay the full cost at the time of booking.

Payment can be made by credit/debit card, but if you wish you may pay the balance by cheque or postal order. For any payments made by credit card, there will be a processing charge which will be advised to you at the time of booking.

2. Following confirmation of your travel arrangements, we will issue a confirmation invoice. Please check the invoice and all other documents you receive from us (including itineraries, any tickets and insurance details) as soon as you receive them. Contact us immediately if any information which appears on the confirmation seems to be incorrect or incomplete, as it may not be possible to make changes later. You will be responsible for any costs and expenses involved in doing so except where we made the mistake. We regret we cannot accept responsibility for any inaccuracies due to any mistake on our behalf if we are not notified of these within ten days of our sending it out (five days for flight details). We will, however, do our best to rectify any inaccuracies notified outside these time limits and there are good reasons why you did not contact us within the time limit.

We reserve the right to decline to confirm or cancel any booking(s) where we, in our reasonable opinion, suspect the booking may be fraudulent including but not limited to where booking details are not consistent.

To the best of our knowledge all our published information is correct at the time of publication. It does not commit any of the carriers/independent organisations mentioned or any carrier whose services may be used by us in the course of any flights. Please note, advertised information and prices may have changed by the time you come to book your chosen travel arrangements. Whilst every effort is made to ensure the accuracy of information and prices, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen arrangements with your travel agent or us at the time of booking. Where there appears to be an obvious pricing error your travel agent has an obligation to point out such pricing errors to us.

Our Obligation To You

3. If we change or cancel your flight before you leave.

Our programme is planned many months in advance and occasionally we may have to make changes to and correct errors in published details both before and after bookings have been confirmed and we may also cancel confirmed bookings. We must reserve the right to do so.

Occasionally, we have to make a “significant change”. A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know, we can reasonably expect to have a significant effect on your travel arrangements. Significant changes are likely to include (but are not limited to) the following changes when made before departure.

A change in the time of departure or return by more than 12 hours from the original.

A change of your departure airport (except between any of Gatwick, Heathrow, Luton and Stansted).

A change of destination airport where the new destination airport is reasonably more inconvenient for you.

A change in your flight from a day flight to a night flight if the time of your departure has changed by more than 4 hours. A night flight is one planned to depart from the UK between 22.00 and 05.59 hours.

If after making your booking we are advised that an aircraft will stop en route, we will advise you as soon as reasonably possible. However, such a change will not constitute a significant change.

If we make a significant change or cancel your booking we will tell you as soon as possible. If there is time to do so before departure, we will offer you one of the following options.

(1) accept the change and receive compensation as shown in scale A below, or (2) cancel or accept the cancellation and receive a full refund with compensation as shown in scale B below or (3) (if we can and there is time to do so before departure), we will also offer you at least one alternative charter flight of equivalent or higher standard (if this is less expensive than your original flight we will refund the difference but if it is more expensive we will not ask you to pay any more) together with compensation as shown in scale A/B below as appropriate.

If you decide not to take the alternative we specifically offer you, you may purchase any other available flight from us at the applicable price. NB. The compensation shown below is the minimum we will pay you depending on the exact circumstances and the date the change or cancellation is made.

Minimum Compensation for each full fare-paying passenger:

However, compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of any of the events listed in clause 4 (Important note) below. No compensation is paid for minor changes. A minor change is any change which we could not reasonably expect to have a significant effect on your travel plans. No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time).

Very rarely, we may be forced by "force majeure" (see clause 4) to change your return flight after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.

At the time of making your booking direct with us or through your travel agent, we will advise the most up to date timings before the booking is confirmed. Timings are for guidance only and may change. The actual timings will be shown on your itinerary for ticketless flights or on your tickets, which you must check very carefully. It is possible that timings may be changed even after itineraries/tickets have been dispatched - we will contact you as soon as possible if this occurs.

4. Important Note.

Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept any liability, pay compensation or welfare expenses where the performance of our contractual obligations is prevented or affected or you otherwise suffer any damage or loss as a result of circumstances or events beyond our control. Such circumstances and events include (but are not limited to) war, threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire, technical problems with aircraft or transport, closure or congestion of airports, runways, bad weather, epidemics or health risks, insolvency of airlines and all similar events beyond our control.

5. If you want to change or cancel your booking.

If you want to change your booking details in any way, we will try to help you, although we cannot guarantee that we will be able to do this. The following charges apply for changes in addition to any difference in price. If there is any increase in the fare available at the time you request any change, you will be liable to pay the higher fare. You will also have to pay any additional costs or charges incurred or imposed by any of our suppliers. We cannot transfer insurance premiums.

If you want to cancel the whole or part of, your booking after we have accepted it, the passenger who made the booking must send signed instructions to your travel agent or us. We will ask you to pay cancellation charges on the scale shown below. These charges reflect our estimated loss as a result of dealing with your booking to the point of cancellation and any other losses we may sustain. If you have booked direct with us on the Web and have therefore paid in full at the time of booking, a sum equivalent to the current Deposit (£100) will be retained.

6. Fees.

Insurance premiums, credit card charges, the ATOL Protection Contribution (APC), charges for pre-booked or extra leg room seats, name change and other amendment fees are not refundable in the event of your cancellation. However, if you have taken our travel insurance you may be able to recover the cancellation charges less the applicable excess from the insurance company depending on the reason for your cancellation. Claims must be made to the insurance company direct.

7. Travel Insurance.

When you book travel arrangements with us, you must take out the travel insurance we offer or another policy that offers the same or greater protection. You have the right to cancel the policy you purchase from us, and receive a full refund if you cancel our insurance within 14 days of making the booking, providing that you have not travelled or made a claim on the policy. The cost of medical treatment, repatriation and other services overseas can be high. An insurance policy cannot be transferred to another person under any circumstances. Please read your policy details carefully and take them with you when you travel. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check alternative insurance policies.

8. Behaviour.

You must be responsible for the behaviour of yourself and your party. We can refuse to accept you as a customer or refuse to continue dealing with you by terminating your arrangements if your behaviour, or the behaviour of any member of your party, is, or is likely to be, in our reasonable opinion, or in the reasonable opinion of the Captain of the Vessel, the Airline Pilot, Accommodation supplier, or any other person in authority, disruptive, upsetting or dangerous to yourself or anyone else, or if you have caused, or are likely to cause, damage to property. We will not pay any refund, compensation or any other sum whatsoever or any costs or expenses incurred by you or your party if we have to terminate your arrangements due to any of the above or similar unacceptable behaviour. In this situation we will have no further responsibility for you (including your return travel arrangements). If your unacceptable behaviour means you are not able to board an outbound flight from the UK (or any ferry, train or other transportation) then we will treat your booking as cancelled from that moment and you will be liable for any cancellation charges as shown in the table in Clause 5.

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to us or to any other supplier or any person in authority. If you fail to do so, 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.

9. Travel Documents.

The passport, visa and health requirements applicable at the time of printing to British citizens for the flights we offer are shown, on the Foreign and Commonwealth Office website: www.fco.gov.uk. A full British passport presently takes approximately 12 weeks to obtain although at certain times of the year this may be longer. Requirements may change and you must check the up to date position in good time before departure. All airlines now require first and last names. This must be the name that appears on your passport which must also be the name given for your booking with us. It is your responsibility to ensure this information is correct on your invoice and other documentation, or the person concerned will be refused carriage. British Citizens must hold a 10-year British Passport valid for at least 6 months after their return date of travel, and for certain destinations longer.

If you are travelling to the USA every traveller (including children) must have an (Electronic System for Travel Authority (ESTA) and their own machine-readable passport. Anyone without a machine-readable passport will need a visa to travel to the USA. ESTA is a web-based, on-line form for citizens and eligible nationals of the previous ‘Visa Waiver Program’. To apply for advance authorisation to travel to the United States, you must go to:- https://esta.cbp.dhs.gov

In order to comply with UK and Foreign Government security requirements, you are required to go to a designated website & provide personal data as determined from time to time by the UK E-Borders Agency, Advance Passenger Information System (APIS) and “SecureFlight”. Please also see our website for our Data Protection & Privacy Policy.

Information on traveller’s health is available from the Department of Health in their leaflet “Health Advice for Travellers” available free from your local DoH office, or by calling 0800 555 777, on their website: www.nhs.uk/healthcareabroad where you will also find all the information you need about how UK Residents can obtain free or reduced-cost healthcare when visiting a European Union country using an EHIC Card. You can get a card from the NHS Website or by calling 0845 606 2030.

It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel.

10. Special Requests.

We will try to pass on any special requests you tell us about when you book but we cannot guarantee they will be met. We will not always be able to tell you before you leave if we cannot meet your special requests. If your special request is vital, it must be specifically agreed with us before or at the time you book your travel arrangements. We promise to comply with any special request which we have specifically agreed. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a special request on your Confirmation or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

11. If you have a problem

If you have a problem with any aspect of your flight, you must report it to the Airline or other supplier or their agent as soon as possible, certainly within 7 days. If your problem cannot be resolved, you must write to our Customer Services Department within 28 days of the date you travelled on the flight on which you experienced the problem, providing your booking reference.

We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

12. Flight Information.

The flights referred to are planned to be operated by UK and European charter airlines including our sister company Monarch Airlines. 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. We reserve the right to change airlines, aircraft types or destination airport at any time. Except for a change of destination airport, any such change will not constitute a significant change entitling you to cancel or take an alternative flight without paying our normal charges. All UK Charter Airlines have a strict no smoking policy throughout the aircraft.

In accordance with EU Directive – (EC) No.2111/2005, Article 9, we are required to bring to your attention the existence of a ‘Community list’, which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://www.europa.eu

13. Conditions of suppliers.

Independent suppliers provide the services which make up your flights. Those suppliers provide these services in accordance with 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 either from us or from the supplier concerned.

14. Liability.

In respect of the Charter flights we sell we enter into a direct contract with you to ensure that you are protected by CAA ATOL Regulations (see above). In the event that we are found liable in relation to the flight itself or for the airline's acts or omissions in any respect or on any basis whatsoever, the maximum amount of compensation we will have to pay you will be limited to the maximum amount the airline would have to pay you in accordance with applicable International Convention(s) or Regulation(s) (for example, the Warsaw Convention as amended, and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability No. 2027/97 as amended by EC Regulation No. 889/2002 for national and international travel by air). Please note, the airline is also entitled to limit it’s liability to you in accordance with such applicable International Convention(s) or Regulation(s). Where an airline would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. Similarly, any claims under EC Regulation 261/2004 – the Denied Boarding Regulations 2004 must be pursued directly with the airline responsible. When making any payment, we are entitled to deduct any money which you have received or are due to receive from the airline for the complaint or claim in question.

Air carrier liability notice for passengers and their baggage.

NB. . The information notice below is required to be given by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montreal Convention. It does not form part of the contract between the carrier(s) and you. No representation is made by the carrier(s) as to the accuracy of the contents of this notice.

Please note however that the notice is inaccurate. It states that for damages up to 100,000 SDRs the air carrier cannot contest claims for compensation. However, the Regulation and the Montreal Convention state that for damages up to 100,000 SDRs in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, the carrier cannot exclude or limit its liability except where there is contributory negligence. Also the limit of the air carrier's liability for baggage delays, destruction, loss or damage to baggage is 1,000 SDRs in total and not, for example, 1,000 SDRs in respect of delay and 1,000 SDRS in respect of damage where both have occurred to the same baggage. The statement that if the name or code of an air carrier is indicated on the ticket, that carrier is the contracting carrier, does not apply in all cases.

Compensation in the case of death or injury.

There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approx. £95,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.

Advance payments.

If a passenger is killed or injured, the air carrier must make an advance payment to cover immediate economic needs within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRS (approx. £15,000).

Passenger Delays.

In case of passenger delays, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,150 SDRS (approx. £3,900).

Baggage Delays.

In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1.000 SDRs (approx. £950).

Destruction, loss or damage to baggage.

The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approx. £950). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

Higher limits for Baggage.

A passenger can benefit from a higher liability limit by making a special declaration at the latest at check in and by paying a supplementary fee.

Complaints on Baggage.

If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger’s disposal.

Liability of contracting and actual carriers.

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.

Time limit for action.

Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.

Basis for the information.

The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of Member States.

Essential Information.

1. What's included in the price?

• Flight(s) to and/or from your destination airport. All Airport and security charges in the UK and abroad and compulsory Government Taxes and VAT.

• Hand baggage
One item of hand baggage per person.
Maximum weight of hand baggage must not exceed 5kg per person.
Total dimensions of hand baggage must not exceed 56cm x 45cm x 25cm.

2. And What's Extra?

a. Travel insurance: see section 7

b. An administration fee for late bookings applies to ensure you have all the correct documentation for your flight. Please ask at the time of booking for further details.

c. Hold Baggage - Your flight price does not include hold baggage (bags you check-in). However you may add 20kg of hold baggage allowance when you book your flight. It is a good idea to book this in advance as you will be charged an excess fee if you arrive with hold baggage when you check-in at the airport prior to departure and it was not pre-booked.

d. Excess baggage charges and fees for carriage of sport or other equipment. Most Airlines levy a charge for the carriage of golf clubs and a non-refundable administration fee for the provision of oxygen. For further information and prices please contact us on 0871 423 8551. Calls cost 10 pence per minute plus network extras.

e. Anything else not specifically included in the cost of your chosen flights.

f. An arrival tax of £10 is required in Turkey, payable in sterling, Scottish notes or Euros.

Baggage allowances may be subject to change at any time, so please double check these details prior to travel.

3. When can I expect to receive my tickets?

There is an increasing trend towards e-tickets / ticketless travel, but normally, you will receive your itinerary or tickets about 3 weeks before departure. If you book your flights close to your departure date, it may be necessary to collect your tickets at the point of departure and a fee for this service will be charged at the time of booking.

4. Infants.

An infant requires a passport. Infants have no baggage allowance. One infant less than 2 years old on the date of the return journey may sit on a parent's lap on a flight for which there will be a fee. You may purchase a seat for your infant provided you bring along an approved child's car seat. Further information is available upon request.

5. Unaccompanied Minors.

We may only accept bookings made by an “adult” – i.e., a person aged 16yrs or older. Children under 16 years of age on the date of travel must be accompanied by someone aged 16 years or over. Please contact us for more details

6. When should I check in?

Please check-in for your flight approximately 2.5 hours before the departure time on your ticket. We are unable to confirm specific seats. If you arrive at the airport later than the specified check-in time we will not accept responsibility if you are unable to travel. Your ticket cannot be transferred or refunded. For security reasons all members of your party must be present when checking in for a flight.

7. Information about my destination.

There may be information from the Foreign Office relating to the country you are visiting. For details you can telephone the Foreign Office on 0845 850 2829 or visiting their website at www.fco.gov.uk. You can also contact your travel agent.

8. Are there any health regulations?

If you are pregnant, please check to ascertain whether the airline on which you will be flying will accept your reservation as restrictions may apply, before you confirm your booking. Lengthy periods of immobility can increase the risk of Deep Vein Thrombosis (DVT), but there are simple steps you can take to reduce susceptibility. Take plenty of non-alcoholic drinks, get up and move about whenever possible, do some simple leg and foot exercises. Your airline may demonstrate the type of exercise. Consult your GP if you are concerned about your fitness to fly.

Valid for all bookings made from 1 October 2011

Published September 2011