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HOLMES TRAVEL LIMITED AGENCY TERMS OF BUSINESS
1. Terms of Business
These are the agency terms on which Holmes Travel Limited of 42G Barrack Square, Martlesham Heath, Ipswich, Suffolk IP5 3RF, company registration number 1576252 will make a booking for your travel or holiday requirements. Office hours are 0900-1730 hours Monday-Friday.
1.1 When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/flight carrier/cruise company/accommodation company) named on your receipt(s). Holmes may book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them.
1.2 As agent we accept no responsibility for the acts of omissions of the principal(s) or supplier(s) or for the services provided by them. The principal's(s') or suppliers's (s') Terms and Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies if you do not have them.
1.3 Our Terms of Business 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 wish to do so.
1.4 All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. Holmes are free to accept that offer on behalf of those suppliers or to reject it.
2. Booking Details
2.1 When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the principal(s0 or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges as shown in Term 10 below. Please ensure that the names given are the same as in the relevant passport.
2.2 Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities or dietary/religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.) Full details of our data protection are available upon request.
3. Payment
You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.
4. Cancellation and Amendment
Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the principal(s) or supplier(s) may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation or amendment charge as shown in Term 10 below.
5. Insurance
5.1 Many principals/suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly recommend that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage or money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-exisiting medical conditions). Failure to disclose relevant information will affect your insurance.
5.2 Holmes can also offer you insurance against the financial failure of the principal(s)/supplier(s) of your travel arrangements. This is highly recommended where you would not otherwise be protected when you buy a no-frills flight. Further details will be provided at time of booking.
6. Delivery of Documents
All documents (e.g. invoices/tickets/insurance policies) that require to be posted will be sent to you by First Class Post. Once documents leave our offices Holmes will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to the charges stated below.
7. Passports, Visas and Health
7.1 We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither Holmes nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Holmes are able to provide electronic travel authority (eta) which is the standard entry requirement for Australia. Most countries now require passports to be valid for at least 6 months after your return date.
7.2 Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details.
7.3 We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
8. Final Travel Arrangements
8.1 Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport.
8.2 It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
9. Complaints
Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them via ourselves. If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the principal/supplier via ourselves. If the matter cannot be resolved and it involves Holmes or another ABTA member then it can be referred to the arbitration scheme arranged by ABTA, see www.abta.com.
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