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Terms and Conditions

Personal Travel Concierge Holiday Packages

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1. OUR DETAILS

 

Personal Travel Concierge is a trading name of Integrity Travel Group Ltd, a limited company incorporated in England and Wales (Company No. 711345) whose registered office is at Monometer House, Rectory Grove, Leigh-on-Sea, Essex, SS9 2HL (email info@ptc.uk, telephone +44 1204 804 067).

 

Personal Travel Concierge is referred to in these Package Holiday Booking Conditions as ‘we’, ‘us’ or ‘our’.  ‘You’ and ‘your’ means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the person who makes the booking.  

 

These Package Holiday Booking Conditions set out the terms of the agreement between Personal Travel Concierge and you.  A contract will exist as soon as we issue our confirmation invoice.  Your agreement with us incorporates these Package Holiday Booking Conditions and our Privacy Policy.  

 

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

 

2. MAKING A BOOKING

 

When you make a booking, you guarantee that you are over the age of 18 and have the authority to accept and do accept on behalf of your party the terms of these booking conditions.

 

By making a booking, you confirm on behalf of all persons travelling that you and they: 

  • Have read and agree to be bound by these Package Holiday Booking Terms and Conditions; 

  • Consent to our use of personal data in accordance with our Privacy Policy and is authorised to provide personal and special category data (including health or dietary requirements) for all members of the party; and

  • Accept financial responsibility for the booking on behalf of all persons named on it.

 

3. PAYMENT

 

Once you have asked us to confirm your booking, a non-refundable per person deposit (to be confirmed prior to booking) will be immediately due with the balance payable 98 days prior to departure.  

 

Please note: any other non-refundable charges such as flight costs, will be notified to you prior to booking. 

 

If your travel is due to commence within 14 weeks of booking, the total price of all travel arrangements is due immediately.

 

If the deposit and/or balance is not paid by the due date, we reserve the right to cancel your holiday.  If the balance is not paid in time, we shall retain your deposit. 

 

4. SPECIAL REQUESTS

 

If you have any special requests (such as dietary requirements or room preferences), please advise us at the time of booking.

 

We will pass these requests to the supplier but cannot guarantee they will be met and will not be liable if they are not fulfilled.

 

5. TRAVEL INSURANCE  

 

Adequate and valid travel insurance is compulsory for all travellers.

 

Your insurance must cover cancellation, medical expenses, repatriation and personal belongings.

 

If you travel without appropriate insurance, we will not be responsible for any losses which would otherwise be covered by insurance.

 

6. ACCOMMODATION RATINGS

 

Accommodation ratings are provided by suppliers, are based on local ratings and are intended as a guide only. We cannot guarantee the accuracy of any ratings provided by our suppliers and no warranty is given or implied. 

 

Standards may vary between destinations and suppliers, and we cannot guarantee their accuracy.

 

7. MEDICAL CONDITIONS, DISABILITIES AND SPECIAL ASSISTANCE

 

You must inform us prior to booking if any member of your party has a medical condition, disability or requires special assistance which may affect travel. We may require further information about any assistance requirements needed prior to confirming your booking.

 

If we are unable to reasonably accommodate your needs, we reserve the right not to confirm the booking or to cancel it with applicable cancellation charges.

 

8. IF WE CHANGE YOUR BOOKING

 

(a) Changes to the price 

 

We can change your holiday price after you’ve booked, only in certain circumstances: 

 

Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 days of your departure. 

 

If your holiday cost has increased due to the above, we will contact you and ask you to make payment to us. If this results in an increase equivalent to more than 8% 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 (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time period shown on your final invoice 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy. 

 

Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. 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.

 

(b) Changes other than the price

 

It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant 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 or higher standard, changes of carriers.

 

If we are constrained by circumstances beyond our control to alter significantly 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.

 

• 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.

 

Period before departure in which we notify you Amount you will receive from us*

More than 48 days - £NIL

More than 15-47 days - £30pp

Less than 14 days - £50pp

*Excluding infants under the age of 2 yrs.

 

9. IF YOU CHANGE YOUR BOOKING

 

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes, but it may not always be possible.

 

Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of (£50 per person), and any further cost we incur in making this alteration. 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. Note: Certain travel arrangements may not be changeable or refundable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.  Any non-refundable costs, e.g. flight costs, will be notified to you prior to booking.

 

(a) Cancellation Charges 

 

The following cancellation charges apply: 

  • More than 70 days before departure – loss of deposit*

  • 57 - 69 days – 40%*

  • 43 - 56 days – 50%*

  • 29 – 42 days – 60%*

  • 15 – 28 days – 80%*

  • Within 14 days – 100%*

*plus any non-refundable supplier costs (notified prior to booking).

 

Any booking discount you received at the time of the original booking may be altered or reduced whenever changes are made if such discount has since been altered, reduced or withdrawn since the time of booking.

 

If you have paid supplements for accommodation and the number of people in your party changes, the cost of your booking may be readjusted to reflect the amended number of travellers and extra supplier costs may apply.  You will be notified of these charges prior to confirming the amendments.

 

Any change to your departure date, airport, transportation, destination, accommodation or length of stay must apply to all members of your party.

 

You may not change travel arrangements following a promotional special offer without incurring cancellation penalties on the original holiday.

 

Any special offers, savings or promotions may not be combined with other special offers, savings or promotions.

 

(b) Transferring your booking

 

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.

 

10. 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.  For example, this may include, but not be limited to, war, pandemics, epidemics, strikes, natural disasters, severe weather and/or government actions.

 

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 Customerservice@ptc.uk. 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 doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

 

Please note: this entire clause 10 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

 

11. ASSISTANCE WHILE TRAVELLING

 

If you experience difficulties during your holiday, we will provide appropriate assistance including helping you find alternative arrangements where reasonably possible. Costs incurred where the issue is not our fault may be payable by you.

 

12. BEHAVIOUR AND CONDUCT

 

During your holiday you are expected to behave in a manner that does not cause distress, danger, inconvenience or annoyance to others, or risk damage to property. We reserve the right to terminate your holiday arrangements with immediate effect if, in our reasonable opinion, your behaviour is such that it causes or is likely to cause significant disruption, danger or distress to others, or damage to property.

 

In these circumstances, we shall have no further responsibility to you and no refund will be payable. We shall not be liable for any costs, expenses or losses incurred by you as a result of such termination, including but not limited to accommodation, travel or repatriation arrangements. You may also be required to pay for any damage or loss caused by you.

 

Where your behaviour results in a service provider refusing to provide services, or terminating services already provided, we will have no liability to you in respect of that refusal or termination.

 

13. PASSPORTS, VISAS AND HEALTH 

 

It is your responsibility to ensure that passports, visas and health requirements are met.

 

We accept no responsibility if you are unable to travel due to failure to comply with these requirements.

 

For further travel information about your destination, health and/or visa requirements please refer to the following websites for further information: 

https://travelhealthpro.org.uk/

https://travelaware.campaign.gov.uk/

https://www.gov.uk/foreign-travel-advice

 

14. ABTA

 

We are a Member of ABTA, membership number P8975. 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.

 

15. COMPLAINTS

 

If you have a complaint about any of the services included in your holiday, you must contact us: customerservice@ptc.uk, Address: level2, Toughsheet Community Stadium, Burnden Way, Horwich, Bolton, BL6 6JW Tel 01204 807 067. For emergencies whilst on holiday please contact your Personal Travel Concierge in the first instance or email dutyoffice@ptc.uk or tel:+44 (0)1204 804 035 and advise the local supplier, without undue delay who will endeavour to put things right.

 

If it is not resolved locally, please follow this up as soon as possible after your return home, ideally within 28 days by writing to our Customer Services Department at customerservice@ptc.uk 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 we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also refer to clause 14 regarding ABTA.

 

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 the course of its provision by the operator.

 

17. DATA PROTECTION

 

We process your personal data in accordance with UK Data Protection law. Please refer to our Privacy Policy for full details.

 

18. FINANCIAL PROTECTION

 

We provide financial protection for our package holidays in the following ways: 

 

1. We provide financial protection for our flight inclusive package holidays by way of our Air Travel Organiser’s Licence number 5322, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. When you buy an ATOL protected flight or flight inclusive package 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 aren’t able to 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 financial protection for our package holidays (that do not include flights) 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.

 

19. SYSTEM ERRORS 

 

In rare cases errors may occur when inputting prices into our reservations system.  We regret that any contract entered into on the basis of an incorrect price will be invalid and we reserve the right to cancel the arrangements in these circumstances.  In the unlikely event that this occurs, you will be given the option to either pay the correct price or cancel with a full refund. 

 
20. GOVERNING LAW AND JURISDICTION

 

These Package Holiday Booking Conditions and your booking are 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.

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