BOOKING WITH HOLIDAY BEST
When making a booking with us, you are entering into an agreement on behalf of everyone travelling with you. The person making the booking will become the lead passeneger and we will only deal with the lead passenger in relation to the holiday booking. The lead passenger must be an adult (18 years or over) when you book. Anyone aged under 18 on your holiday must be accompanied by an adult.
Our Agreement is made under the laws of England and Wales and are subject to the exclusive jurisdiction of the English courts.
Please ensure all information you give us is correct. We’ll use the personal data you give us in line with our Privacy Notice. As lead passenger, you must pass on any information we give you to everyone travelling on your booking.
Upon booking your holiday, you must either pay in full or a deposit may be accepted according to the chosen destination and package booked. We will provide you with the price of your holiday, the deposit option if applicable and your balance due date before you book. When paying a deposit, your balance due date will be 70 days before departure. If you do not make payments in line with your booking conditions, we can cancel your holidayAt the point when you book your holiday, we'll email your booking confirmation in 24 hours or less. Although it is highly unlikely, mistakes can occur. As a result, any booking made based on a price that appears to be incorrect on your confirmation, our website, or our booking systems will not be valid. Similarly, the booking will be void if a component of it becomes unavailable during the booking process. In these examples we can cancel your booking and re-imburse you or there will be a choice to pay the correct/elective cost.
MAKING CHANGES TO YOUR BOOKING
You might want to make some changes to your reservation before you go. Any request for such changes ought to be made in writing from the lead passenger. Where we can make changes, there will be a charge for the amendment. The fees we charge for amendments are listed in the table below. You will be charged a cancellation fee rather than an amendment fee if we consider your change to be a cancellation. Assuming that the new reservation is more expensive you should pay the charge and the difference in cost.
When making changes, the price of your new holiday will be based on the price that applies on the day you make the change, plus any amendment fees applicable.
If your change results in fewer passengers travelling, we will recalculate the total holiday price and the price per person may go up due to occupancy charges at your accommodation. You will also need to pay a cancellation fee for any passengers who have cancelled.
Some elements of your holiday may be non-refundable but these will advised at point of booking and at point of amendment.
In most circumstances, you will have the option to change the passengers travelling on your holiday to someone else. In these instances we must have 7 days notice and confirmation that the new lead passenger (if applicable) accepts the change and the terms of our agreement. You will be responsible, together with the new lead passenger, for any amendment fees and any additional costs as a result of these changes.
| Amendment Fees (These are in addition to any cost differences) | Fee |
|---|---|
| To change a name | £25pp |
| To upgrade a service, add on a flight extra, upgrade a room type or board basis | £0 |
| To change duration or alternative flight time | £25pp |
| To change accommodation, departure or destination airport (Outside of 28 days of departure only) | £25pp |
| To travel on a later date than planned (Outside of 28 days of departure only) | £25pp |
IF YOU CANCEL YOUR HOLIDAY WITH HOLIDAY BEST
The lead passenger has the option to cancel your holiday at anytime. To cancel your holiday, the lead passenger must notify us in writing.
You must pay a cancellation fee. The fee is based upon how long before your holiday you tell us you want to cancel and is a percentage of the total price of your holiday. When your holiday has been cancelled you will receive a cancellation invoice showing the cancellation cost incurred.
| Period before departure within which notice of cancellation is received | % of total booking price retained by Holidaybest |
|---|---|
| 70 days or more | Loss of deposit |
| 69-57 days | 25% (if greater than deposit) |
| 56-43 days | 35% |
| 42-29 days | 50% |
| 28-15 days | 75% |
| 14 days or less | 100% |
| Cancellation Exceptions | Cancellation Policy |
|---|---|
| Loss of family members, close relatives (Requires a proof of loss) | Full Refund within 30 days if notified (except non-refundable flight tickets of third party or other non refundable elements) |
We may not be able to refund elements of your holiday if they are additional services or have been advised as non refundable.
If We Cancel or Change Your Holiday
If we cancel your holiday, you will either be offered a refund or in most circumstances we will offer an alternative holiday of a similar standard and price where we can. This will not be the case where the cancellation is due to non payment,
We will also in some instances pay compensation and we will also refund the difference if the replacement holiday is of a lower price. Details of this are shown below.
We aim to give you exactly what you booked every time, however sometimes things can change. We can make a change at any time but we will always let you know before your holiday providing we have been made aware in advance.
Flight times given can change between booking and travel – your actual times will be shown on your ticket.
Occasionally, we may have to make what we class as a major change to your holiday such as a change of destination, a change of accommodation to a lower grade, a change in flight time by more than 12 hours or a change of UK departure airport. If we tell you about a major change after you book your holiday, you can accept the new arrangements offered by us, accept a replacement holiday from us of the same or similar standard and accept the price at the date of the change or cancel your holiday with us and receive a full refund.
If we make a major change we will pay the compensation shown below, unless the change is because of something beyond our control. We will also always refund the difference in price if the replacement holiday is a lower price at the date of the change.
Any compensation payable is based upon how many days before your holiday departure we tell you about a major change. No compensation will be paid for free child places.
| How long be-fore your holiday we tell you about a major change | Compensation per person |
|---|---|
| 84 days or more | 0 |
| 83 - 29 days | £25 per adult, £12.50 per paying child |
| 28 - 15 days | £35 per adult, £17.50 per paying child |
| 14 - 8 days | £50 per adult, £25 per paying child |
| 7 - 0 days | £100 per adult, £50 per paying child |
Changes Beyond Our Control – Examples of events beyond our control are: war, threat of war, piracy, riots, civil disturbances, terrorist activity, industrial disputes, strike action, natural or nuclear disasters, fire, volcanic eruption or ash clouds, health risks, epidemics, unavoidable and unforeseeable technical problems with transport, closure or technical issues with airports or ports, severe or adverse weather conditions, sanctions or other Governmental action and other similar events.
Travel Requirements
You must comply with all passport, visa and other immigration requirements. Your passport and travel documents must be in good condition – you may be refused travel if they are damaged.
WHILST ON YOUR HOLIDAY WITH HOLIDAY BEST
Behaviour and conduct
Only the specified passengers on your booking can use your accommodation. You must not let anyone else stay there. You are responsible for any damage to your accommodation or its contents during your holiday.
We can refuse to accept you on your holiday or continue dealing with you if we, or someone in authority, believe your behaviour (by any form of communication or in person) is disruptive.
If you are disruptive and stopped from boarding your flight from the UK, or disruptive during your flight, we’ll treat your booking as cancelled by you at that moment.
If you are disruptive on your holiday we can remove you from your accommodation and you will be responsible for your own return home and for any other members of your group who cannot or will not travel without you.
You will not be entitled to a refund in either case and we will not provide compensation or meet any costs or expenses.
If you are disruptive you will be responsible for any damages, costs and expenses (including legal expenses) incurred as a result. This can include cleaning, repairing or replacing property lost, damaged or destroyed by you, compensating any passenger, crew, staff or agent affected by your actions and diverting the aircraft or ship for the purpose of removing you. Disruptive behaviour includes being threatening or abusive, damaging property, upsetting, annoying or disturbing any other traveller, our staff or agents or putting any of them in danger.
Package Travel Regulations
You benefit from the rights applying to packages under The Package Travel and Linked Travel Arrangements Regulations 2018. We are responsible for all the travel services included in your holiday. If any of the services are not provided as we agreed, we will pay you compensation, if appropriate, unless it’s due to an event beyond our control, is your fault or is caused by a third-party.
Additional in resort issues
If you are in difficulty or have issues on your holiday we will help by providing information on health services, local authorities and consular assistance. We will also help you make phone calls, send emails or make alternative travel arrangements should this be necessary.
If You Have A Complaint or something goes wrong
We try our very best to ensure nothing goes wrong. However, if they do, you must tell our representative straight away so they can solve the issue. If our representative isn’t available, you should contact our Holiday Best customer relations team which is open 24/7. If you’re still not satisfied after your return from holiday, please contact Customer Relations within 28 days of coming home so we can investigate properly.
Your holiday is made up from services provided by suppliers who follow local standards. Overseas safety standards are generally lower than in the UK.
If anyone travelling suffers injury, illness or death because of the services provided as part of your holiday, you must tell us and the supplier involved about it and complete a report at the time.
After your holiday you can contact Customer Relations. It must be no more than 3 months after you come home so we can investigate properly.
Your Financial Protection
If your holiday includes a flight, we secure your funds by way of an ATOL (number 12385) managed by the Civil Aviation Authority, Gatwick Airport South, RH6 0YR.
Your Financial Protection. 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, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are 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, or the suppliers identified on your ATOL certificate, 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.
All money you pay to a travel agent for your holiday is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times but subject to the agent's obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time by the agent, or subsequently accepted from you by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.