Terms & Conditions
Booking Conditions & Insurance(Please Read Before Booking)
Below are the conditions of the agreement between you ("you") and Jetset Tours, Flights &Tailor-Made Holidays ("Jetset") a Trading Division of Cresta World Travel Limited for either a PACKAGE (defined below) and ACCOMMODATION ONLY bookings or between you ("you") and the supplier (the "supplier") for FLIGHT ONLY bookings. The GENERAL CONDITIONS below in Section C are applicable to each of Package and Accommodation Only and Flight Only bookings unless stated otherwise.
A. PACKAGES AND ACCOMMODATION ONLY
A package is a combination of at least two of the following: (a) transport; (b) accommodation; and/or (c) another service forming a significant part of your holiday, booked at the same time at an inclusive price and for which full payment is made to Jetset. Your contract is with Cresta World Travel Limited, trading as Jetset and your holiday is operated by Cresta World Travel Ltd, ABTA V5018, ATOL 3200.
1. Our agreement
When you book a holiday, a contract is made when we or your travel agent confirm your booking. However, please be aware that, where any element of your travel arrangements is on request, your contract with us will be a conditional contract until such time as we or your travel agent confirm that element is available. You must sign a booking form at the time of making your booking, which is your commitment to pay for the whole holiday.
You must pay a deposit of £150 per person at the time you make your booking plus, if applicable any additional payment for a Special Offer component of the holiday or one which requires instant purchase, which will be deducted from your final balance. You must pay the rest of your holiday price to your travel agent, or to Jetset ten weeks before you leave. You may pay by cash, cheque or credit card. If you wish to pay Jetset by credit card, a charge of £ 20 per booking will be levied. If you do not pay the requisite amounts by the due dates, we may cancel your booking and ask you to pay cancellation charges as set out in paragraph 6 of this Section.The person signing the booking form accepts full responsibility for paying for all of the people on the booking and for keeping everyone in the party informed of the booking details.
2. Your holiday price
Jetset cannot control the cost of its holiday components and reserves the right to revise prices after a booking has been confirmed, subject to these limitations:
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates, mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent of upto 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. A £10 booking fee will be made to cover the cost of Accommodation Only arrangements under £150.
OUR OBLIGATION TO YOU
3. If we change your booking or cancel your holiday before you leave
We try to avoid making any changes to your holiday arrangements. However, we may need to make changes as our holidays are planned many months beforehand. If we make any changes before your booking, Jetset or your travel agent will tell you before you finish making the booking. Any flight times shown in this brochure are for guidance only and may change. In accordance with EU Regulations we will advise you of the actual carrier operating your flights and the confirmed flight times at the time of booking and this information will be shown on your booking confirmation and on your tickets which you should check carefully when you receive them. A list of carriers likely to be used for your destination is available on our website.
Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
We will try to tell you about any minor charge before you leave for your holiday.
Occasionally we may have to make major changes to your holiday. If this is the case we will always attempt to find you an alternative holiday of equivalent or superior quality and we will pay you compensation according to the table in this paragraph. Major changes may include the following. Please note that these are examples only and there may be other changes which constitute major changes.
- We need to reduce your stay in the resort by over 12 hours
- We have to change your accommodation to a lower Jetset rating
- We have to change your holiday to a different country or different area of the same country
If we make a major change, you may accept that change and receive compensation, or cancel your holiday and receive a full refund with compensation. The compensation we will pay is shown in the scale below. However, in no case will we pay compensation if the change is due to events listed in the important note below:
Period of Notice we give to you or your travel agent / Compensation for each full fare-paying passenger
More than 56 days £0
43 to 56 days £10
29 to 42 days £20
15 to 28 days £30
0 to 14 days £40
Compensation arrangements do not apply to circumstances beyond our control. We can cancel or amend your holiday without paying compensation in the following circumstances: war, threat of war, riots, civil strife or terrorist activity, industrial disputes, natural or nuclear disasters, fire, airport closures, bad weather conditions and similar events beyond our control.
4. Changes after the start of your holiday
Very occasionally we have to change your holiday arrangements after you arrive in the resort, in which case, we will try to place you in accommodation of the same or higher standard in the same or a similar resort. We will pay you compensation as per the scale shown in paragraph 3 of this Section. The Important Note in paragraph 3 of this Section, regarding compensation also applies after the start of your holiday.
5. Our responsibility
We arrange contracts for holiday arrangements through suppliers who we have taken reasonable care to make sure have good reputations and run safe and efficient businesses. We monitor and control the performance of our suppliers and judge their performance against the standards and customs in the country where the services are provided. We will pay compensation if those suppliers are at fault and fail to provide the services they agreed to provide. We will accept liability for claims for personal injury arising as a result of our staff and suppliers being negligent while in the course of their employment or contract. We cannot accept liability in the following circumstances:
a. If you or any member of your party is at fault.
b. If the failure is the fault of someone else not concerned with providing the services which make up the holiday which we have confirmed to you.
c. Any unusual or unexpected circumstances beyond our control, which we could not have avoided even if we had used all reasonable care possible.
d. Any event which we or the supplier of any service could not help, expect, or prevent.
e. Denied Boarding
Under EU 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 of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 3. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061 www.auc.org.uk
YOUR OBLIGATION TO US
6. If you want to cancel
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 have to pay.
Period before you leave within which we receive written notice / Amount of cancellation charge shown as a percentage of the total holiday price
43 days or more - Deposit only
22 to 42 days 50%
15 to 21 days 75%
0 to 14 days 100%
NB. You may be able to make a claim under your travel insurance policy if your cancellation falls within the conditions of the policy.
7. If you want to change your booking
We will always try to assist you if you wish to change your booking details, although we cannot guarantee that we will be able to do so. All amendments are subject to availability. In the event that we are able to change your booking details, we will charge such amendment fees as are imposed on us by our suppliers plus an amendment fee of £25 per person, to a maximum of £150 per booking. If the change increases the holiday price by £250 or more per person, we will waive our amendment fee (except when the departure date of the booking changes, amendment fees will apply).
Where possible, this fee will apply up to 42 days before departure. If you change within 42 days of departure, cancellation charges on the scale above will be imposed. Changes that take the departure date of the holiday beyond the current brochure validity will be treated as a cancellation, and cancellation charges on the scale above in paragraph 6 will be imposed.
If you have paid accommodation supplements and the number in your booking or your accommodation changes, you may be liable for additional supplements. You may not amend from a holiday featured in this brochure to a special offer holiday.
Name changes (which may include a change of just one letter) involving scheduled airlines are normally regarded as a cancellation and re-booking. Our Administration Team can sometimes make the necessary amendments with an administration charge of £50.00. Such changes are, however, subject to availability and any additional cancellation or amendment charges imposed by the airline and these will be added on to the holiday cost accordingly. Insurance premiums are not transferable to another passenger. Changing of holidays to another holiday featured in a different brochure or programme constitutes a cancellation, and cancellation charges on the scale above in paragraph 6 will be imposed.
To make any changes to your booking, please contact your travel agent, or if you have booked direct with Jetset, please call the Administration Team on 08700 506 747.
It is a condition of booking a holiday with us that you take out our insurance, or another policy offering the same or greater protection. The cost of medical and other medical treatment overseas can be high, and if you do not have insurance, we will not be able to help you pay those costs.
9. Late availability
a. Holiday insurance must be purchased at the time of booking.
b. There may also be additional charges at your accommodation for certain facilities.
c. If travelling on a late availability holiday where car hire is included, extra charges will be incurred for the purchase of the Loss Damage Waiver Insurance package payable in resort.
d. Should you book the holiday shortly before departure there may be a TOD (ticket on departure) charge levied for bookings with imminent departures and this will be communicated to you at the time of booking.
B. FLIGHT ONLY
If you book Flight Only with Jetset, or book air tickets at a different time to accommodation, Jetset will accept the booking as booking agents, your contract being with the supplier concerned (e.g. airline). We are pleased to accept Flight Only bookings operating as Jetset Holidays booked through our dedicated reservations department on 0845 02 53 777, our authorised travel agents or on our website www.jetsetflights.co.uk
1. The agreement
When you book a flight, a contract is made when we or your travel agent confirm your booking. You must pay the flight price at the time you make your booking to your travel agent, or to Jetset if you have booked direct.
2. Your flight price
If, after paying your deposit, an airline increases its fares, you will be given the option of paying the original prce within 7 days or paying the new price. Jetset guarantee the air fare, provided full payment is received in cleared funds by Jetset and tickets have been issued.
Our Obligation to You
3. If Airlines change your booking or cancel your flight before you leave
Jetset does not own or operate scheduled airlines and cannot control or prevent changes. Jetset therefore reserves the right to change the description of any flight before you book in which case you will be told before a confirmation invoice is issued. For this reason, flight times given are for guidance only and may change due to air traffic control restrictions, weather conditions, maintenance checks or requirement for passengers to check in on time. The confirmed airline and flight times will be shown on your booking confirmation and on your tickets which you should check carefully when you receive them.
Jetset is not liable if there is a change to a flight time communicated to you or shown on your tickets and no compensation is payable by Jetset in such cases. Customers are therefore recommended to reconfirm their flights with the airline 72 hours before departure. Should a schedule change apply after your tickets have been issued, amendment charges may apply.
In the unlikely event that your flight is cancelled, a full and prompt refund will be made of all monies paid to Jetset less any insurance premiums and amendment fees payable. No compensation is payable. A list of airlines available for your destination can be displayed on our website.
4. Our Responsibility
As Jetset acts only as a booking agent, Jetset has no liability whatsoever for any aspect of the flight arrangements including baggage and in particular has no liability for any loss, personal injury or death however incurred.
5. Withdrawal of Services
If our suppliers withdraw any advertised facilities or services or limit them for any reason, we will try to tell you although we accept no liability whatsoever.
Your Obligation to Us
6. Your responsibility
You must reconfirm each flight with the relevant airline 72 hours in advance. It is your responsibility to ensure that you arrive at the time and place stated for all departures.
7. If you want to cancel
Air tickets may have no refund value whatsoever. Details will be given to you at the time of booking. If you need an air ticket which will allow for a refund or en-route amendment, you must make this clear when booking. Any refunds are entirely at the discretion of the airline concerned and refunds usually take 8-12 weeks, but may take longer. Airlines may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. Please ensure that any tickets returned to Jetset are sent by registered post. Jetset reserve the right to charge £50.00 administration costs in cancelling your ticket in addition to any airline cancellation or amendment charges.
8. If you want to change your booking
Name changes involving scheduled airlines are normally regarded as a cancellation and re-booking. Our Flight Operations Department can sometimes make the necessary amendments with an administration charge of £50.00. Such changes are, however, subject to availability and any additional cancellation or amendment charges imposed by the airline and these will be added to the total cost accordingly.
We strongly recommend that you take out travel insurance for your journey.
10. Conditions of Contract
The supplier's standard terms and conditions will apply to your booking. This is particularly important as Jetset only acts as booking agent between you and the relevant Supplier.
11. Departure Taxes
Some departure taxes must be paid locally to the Government of the country departed and are non-refundable. Please check with us or your travel agent prior to your departure date as to the applicable departure tax.
12. Financial Protection
We are a fully-bonded ATOL holder. Unless you indicate otherwise Airline Failure Protection (AFP) has been added to your invoice. In the unlikely event of the financial failure of the airline, you will either a) be refunded for all monies paid to the airline prior to departure or b) be offered alternative onward or return flights to the United Kingdom, after departure.
1. Our agreement
You must be at least 18 years old to make a booking with us. We will send you an invoice within 3 days of confirming your booking for your Package, Accommodation Only, or Flight Only. You should check this carefully to confirm that it matches what you booked. In respect of Packages, your agreement with Jetset will be governed by English Law and any disputes will be dealt with by the English Courts. If however, you have booked your Package in Scotland or Northern Ireland, any disputes may be dealt with in the local courts in Scotland or Northern Ireland (respectively) and will be subject to the law of those countries.
2. Our prices
In relation to Package and Accommodation Only Bookings the prices in our brochures apply at the time of printing and may change before you make your booking. All prices quoted in our brochures are calculated known costs and spot exchange rates at the time of printing, however, each booking enquiry on our website or through our call centres will be quoted with the up to the minute price including any currency exchange differences, discounts or surcharges. Hotel prices are based on two people sharing the accommodation. Apartments, studios and other similar accommodation prices are based on the numbers shown in the appropriate page in this brochure.
3. Accuracy of brochure
We will provide the facilities and services advertised in this brochure. If we or our suppliers withdraw or limit those facilities or services or limit them for any reason, we will try to tell you and where appropriate pay you compensation, save where such events are outside our or our suppliers' control. Outside the peak season it is common for facilities and services to be less widely available, and we cannot accept liability in those circumstances. If we know about building work or other noise likely to affect your holiday arrangements or accommodation arrangements, we aim to tell you before you leave.
4. If you want to cancel
If you want to cancel your confirmed booking the person who signed the booking form or who entered into the contract must send signed instructions to Jetset or your travel agent or who entered into the contract with Jetset and appropriate cancellation charges as set out in the relevant section above will apply. If you cancel your booking we will not refund any insurance premium paid.
5. Flight delays
In respect of Packages and Flight Only booking from Jetset, even by using the best airlines in the world, flight delays can and do occasionally happen. We cannot accept any liability for any payment you have to make unless we have given our permission beforehand. It may also be possible for you to make an insurance claim for any flight delay through your personal travel insurance policy. We advise you to ensure that your holiday insurance provides suitable coverage.
6. Air and sea carriers
The liabilities of air and sea carriers are generally governed by the Montreal Convention or Athens Convention. We rely on the terms and limitations contained in these conventions. Air and sea carriers produce conditions of carriage which form part of your contract both with us and with the air and sea carrier. You can get a copy of these conditions from your travel agent or from us. You must keep to these conditions when you book your holiday.
We can end your holiday if your behaviour or that of any member of your party is likely in our opinion to cause distress, damage, danger to or to annoy our other customers, employees, property or anyone else. If you are prevented from travelling because any person in authority thinks you appear to be unfit to travel or likely to cause discomfort to or disturb other passengers, we will not be liable to complete your holiday arrangements, and will not be liable for any refund, compensation or any other costs you have to pay. We cannot accept liability for the behaviour of others in your accommodation, or your flight or if any facilities are removed as a result of their action.
8. If you have a problem
We are a member of ABTA, membership number V5018. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found at www.abta.com If you have a problem while you are on holiday or travelling abroad, you must report it immediately to the relevant supplier (e.g. hotel or airline) and/or Jetset local representative or agent (or, if none, Jetset). Unless there is a valid reason why you failed to report your complaint we will not consider ourselves to be liable. In respect of Packages, should we not have been able to resolve a matter to your satisfaction by the time you return to the UK, you should contact our Customer Services Department within 28 days of returning home. If you fail to follow these procedures this may affect your rights under this contract. Please do not enclose any originals, such as tickets or receipts, with your initial correspondence, instead enclose copies.
Jetset do follow ABTA guidelines when dealing with complaints, however as airlines are not ABTA bonded, replies to airline queries may take longer to respond to. There may be occasions where at the time of booking, we agree to changes to the contract terms. Other than this, no travel agent can change the terms of the contract which includes any statements appearing in this brochure, including descriptions of any hotel or apartments without our specific agreement.
9. Financial protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays and flights booked from this brochure, our websites, or our call centres, and for your repatriation in the unlikely event of our insolvency.
When you buy an ATOL protected air holiday package or flights from Jetset you will receive a Confirmation Invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 3200.
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
ATOL Protection does not apply to all holiday and travel services in this website. Please ask us to confirm what protection may apply to your booking.
Your non ATOL financial protection is administered by the Association of British Travel Agents, (ABTA). They have provided effective financial protection to customers over 50 years, and work to promote holidaymakers' interests to the governments, hotels, airport authorities and others who have a part to play in ensuring high standards of customer satisfaction and environmentally sustainable tourism.
10. The 1998 Data Protection Act and you
Jetset is a trading name of Cresta World Travel Limited, which includes their associated trading divisions (the "Group"). A complete list of companies within the Cresta World Travel Limited group of companies is available on request. Information that you provide us will be held on the Group's computers (and in other ways) for use by us and other Group companies for the following purposes:
a) Booking Information:
Information about you (and the travelling party) may be passed to holiday providers and may include things such as religious beliefs, dietary requirements, your (or your travelling party's) physical or mental health. This information may also be transferred abroad. Passport and contact information (email addresses and mobile numbers are increasingly required by airlines for security reasons).
If you apply for insurance, then we may process information (including medical information) about you (or your travelling party) and pass it to the insurers.
c) Statistical Analysis/Market Research/Fraud Prevention/Debt Collection
d) Contacting you:
To contact you via e-mail, letter or phone with details of Jetset Holidays, Cresta World Travel Ltd, or selected supplier's products and services including services which may be of interest to you. We may also monitor and/or record your telephone conversations with the Group for security purposes and to ensure consistent customer service levels (including staff training). By entering into a contract with us you agree to the use and disclosure of information by the Group as described.
It is your responsibility to have valid travel/entry VISAS together with any other relevant travel documents. Also you must make sure you have correct inoculations for any of the destinations you will be visiting. If Jetset, Cresta World Travel Ltd or the Carrier is fined as a result of you holding incorrect documents, we will ask you to pay this amount.
Liability for baggage while in the hands of air or sea carriers is governed by the Montreal Convention or Athens Convention. We rely on the terms and limitations in these Conventions. For claims for missing or damaged baggage you must follow the rules either on the back of your ticket or on the Conditions of Carriage provided by the airline you travel with (see paragraph 6 of this Section). You must follow these rules. While we are in control of any baggage, we will accept liability for it if you can prove negligence. We will only pay up to £400. We will not accept liability for high-value items, which you should insure for the appropriate amount.
13. Special requests
We draw a distinction between Special Requirements which are items essential to your holiday enjoyment and Special Requests. If you advise us of a Special Requirement before you leave, we will do our utmost to honour that special requirement. We cannot guarantee anything with regard to Special Requests and therefore, if we cannot meet your Special Request, we will not pay any compensation.