Visit IOM Terms & Conditions
Visit IOM is owned and operated by Mann Link Travel Ltd (‘Mann Link’). The Visit IOM website is offered to you, the customer, by Mann Link. By using the site, you confirm that you accept, and have the authority to accept, these Terms & Conditions without modification, on behalf of all members of your party. If you do not agree to all of the Terms and Conditions below then you are not authorized to use this website.
This user agreement is between you and Mann Link Travel Ltd, and is governed by the laws of the Isle of Man. Please read this carefully before using the site or making a booking.
(2) YOUR CONTRACT
We act as a disclosed agent for third party suppliers, such as airlines, tour operators, car hire companies, hotel companies, hotel aggregators and insurance companies. This means that, when you make a booking, the contract for the product is between you and the supplier. As such, the supplier's booking conditions (including airlines’ conditions of carriage) apply to your booking, in addition to those set out here. As we may use different suppliers for different travel products, if you book more than one travel product with us you will have separate contracts with each of the suppliers. Please make sure that you have read the supplier’s conditions before completing your transaction with us, as they do contain important information about your booking. (You can easily request a copy of the supplier's conditions from us – see ‘Contacting Visit IOM’ below). Please read your ticket wallet/ travel documents for the airline’s conditions of carriage.
Where we act as agent, sections 1-13 inclusive of these Terms & Conditions will apply.
In a small number of cases, for some products, we act as principal; in these cases the contract for the product is between you and us. We will let you know in instances where we act as principal. This will include any dedicated themed break offers on the website.
Where we act as principal, sections 1-5 inclusive and sections 12-29 inclusive of these Terms & Conditions will apply.
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. We are free to accept that offer on behalf of those suppliers or to reject it.
Where we act as agent this means that we have no contractual liability to you in respect of the product. Mann Link makes no representations or warranties (express or implied) about the suitability or quality of travel products and services featured on the site. As agent we accept no responsibility for the acts or omissions of the supplier, or for the products and services provided by them. However, we may still be liable to you if we have been negligent, have misrepresented important information or have been in breach of any other relevant law.
Mann Link does not accept liability where failure to provide part or all of your booking, death or personal injury is not caused by any fault of ourselves, our agents or travel suppliers.
For international travel by air, our liability will be limited in the manner set out in the relevant international conventions.
Mann Link will not be liable for any indirect or consequential loss of any kind arising out of your use of this site or any of the travel products or services booked or purchased on this site.
(3) MISCELLANEOUS CONDITIONS
You agree to be bound by the following obligations, including without limitation:
You accept financial responsibility for all transactions made under your name or account.
In order to make a purchase you must be at least 18 years old, be purchasing for yourself and have the legal capacity to make the transaction.
You must make sure that all the information you provide to us is true and accurate. (Please ensure that you notify us in writing immediately of any change to your address, email address or telephone number).
Failure to supply correct and complete credit or debit card details, including cardholder name/ billing address, may result in delays to the issue of your tickets, increases in the fare, or at worst cancellation of the booking, so please ensure that the details you give match those on the card/ statement.
You must not use the website for speculative, false or fraudulent bookings.
The transmission of threatening, defamatory, pornographic, political or racist material or any material that is otherwise unlawful is expressly prohibited.
The site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed, or reproduced in any way by you, except if you wish to make copies of the website for your own personal and non-commercial use.
Communication from Visit IOM
As an internet-based company, please note that our principal means of communication is by email. This means that if we need to contact you in respect of your booking, for instance regarding payment queries, or any time changes, this will be done by email. It is therefore imperative that any email account you provide at the time of booking is regularly checked. Mann Link accepts no responsibility for any loss or inconvenience caused due to failure to read or respond to emails we send you.
You are responsible for complying with any airline's terms, for example in relation to check-in times, reconfirmation of flights and other matters. Mann Link accepts no responsibility for bookings cancelled due to non-compliance with the airline's rules.
For scheduled flight tickets there are additional terms which apply to each fare. These terms may include, for example, conditions relating to changes, refunds, minimum and maximum duration of stay. Generally, the more flexible the ticket, the more expensive it is likely to be and you need to take various points into consideration before deciding between the fares on offer.
The flights confirmed on your ticket must be used in order of sequence (in the order set out in your itinerary). If this requirement is not met, the airline may cancel any onward flights, and you are unlikely to receive any refund.
Some airlines require you to reconfirm each flight 72 hours prior to departure, and may cancel your flight if you do not do so. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. In any case, Mann Link strongly recommends that you reconfirm all flights in this way in case of last minute schedule changes.
Use of the Site
The site is provided on an ‘as is’ and ‘as available’ basis. Mann Link accepts no liability in respect of your ability to access or use the site at any time, or any interruption in that access or use or any failure to complete any transaction.
Mann Link makes no assurances that the site is free from computer viruses or other malicious or impairing computer program which may cause loss or damage.
Information on the Site
Mann Link endeavours to ensure that the content on the site, whether provided by us or not, is accurate. However Mann Link does not guarantee that information on the site (including without limitation prices, descriptions or dates) is free from errors or omissions, or that it is suitable for your intended use.
We will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been drawn to our attention.
Mann Link offers all general information on the site for guidance only. We may change at any time any aspect of the site or its content, including the availability of any suppliers, features, information or content. You need to check with the relevant supplier, embassy or tourist office to confirm that the information is up to date.
You must ensure that you do not behave in a way which is inappropriate. If in the reasonable opinion of a person in authority, your behaviour is disruptive, dangerous or annoying to other people or property, we and/or the relevant supplier may cancel your booking. In such circumstances your contract with Mann Link will end immediately and neither we, nor the travel supplier, will be responsible for you.
Further, you will not be eligible for any refunds, compensation or reimbursement of any expenses which you incur because of termination of the contract. You will be liable to reimburse us for any expenses we incur resulting from such termination.
The Visit IOM website contains links to websites owned and operated by third parties. Such linked websites are not controlled or maintained by us; as such Mann Link has no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Our links with other websites should not be construed as our endorsement, approval or recommendation of the owners or operators of those sites. Your dealings with those parties are solely between you and such party and Mann Link does not take any responsibility for the linked websites, the contents of such websites or any products or services offered on these sites; or the operations or actions of the owners/ operators thereof. Mann Link shall not be liable for any loss or damage caused by use of or reliance upon any content, goods or services available on linked websites.
You should direct any concerns regarding any external link to the administrator of that site.
In the UK we operate in accordance with applicable data protection legislation.
Changes to these Terms & Conditions
Mann Link reserves the right to amend these Terms and Conditions from time to time without prior notice. Any changes will be effective immediately they are displayed on the site. By continuing to use the site following such changes, you will be deemed to have accepted the revised Terms and Conditions.
All our prices are quoted in British Pounds Sterling.
All fares quoted at the 'confirmed quotation' stage include pre-payable taxes and applicable transaction fees. These are added together to form your final quotation.
If the fare includes a checked baggage allowance, this may vary according to the airline, destination and class of travel. Anything above your free checked baggage allowance is likely to be classified as excess baggage, which is carried on a standby basis and liable to additional charges.
Some airlines, particularly “no frills” and charter carriers, now charge separately for items such as checked-in baggage, meals, and advance seat assignments. Where the airline charges for items of this nature, they are not included unless explicitly stated at the time of booking. Often these items cost less if added at the time of booking, and with certain carriers you may be given the option to prebook some of these services during the booking process. Please note however that it is not possible for us to include every pre-bookable service with every carrier, therefore if you require a particular additional service it is your responsibility to contact us to check whether this is included (or can be added).
Please note that for some destinations a departure and/ or arrival tax is payable locally. It is the passenger’s responsibility to pay such taxes, and Mann Link accepts no responsibility for denied boarding resulting from failure/ inability to pay such taxes.
The price you pay for your travel arrangements is likely to include a booking/ transaction fee made by Visit IOM. This is our fee for making and administering your booking, and is non-refundable. The booking fee is likely to be higher for reservations made by telephone where the booking could be made online.
Service fees are also charged for other forms of administration, including, but not limited to, reservation changes and refund applications.
Prices are subject to change without prior notice. Should the fare for your journey be changed by the supplier/s with which you are due to travel, or if we discover that the fare you have paid is incorrect, prior to the start of your journey, we will do our best to notify you as soon as this comes to our attention. In such circumstances, you will be liable for any difference in cost. The airline may refuse travel if the correct fare has not been paid. Alternatively we may cancel the contract, without any liability to you.
Where we book a product priced in a different currency, we reserve the right to include an additional amount to cover the costs of currency conversion and exchange rate fluctuations.
Visit IOM has relationships with a number of partner companies, whose websites contain links to our booking system to enable you to make travel arrangements. Please note that if you book your travel arrangements on one of these partner websites, your booking will be with Visit IOM rather than the relevant online partner. As such if you have any queries regarding your travel arrangements, or need to amend or cancel your booking, you must contact Visit IOM, as the owner / operator of the partner website will not be able to assist you. Mann Link can accept no responsibility for non-response or delayed response to such queries if they have not been made through us.
Denied Boarding, Flight Delays and Cancellations
Under EC Regulation 261/2004, if you are traveling into/ out of the European Union, or on an EU airline, you may have rights which you can assert against the airline if your flight is cancelled, delayed, or if you are denied boarding.
Details of these rights are available from airlines and are also displayed at European airports.
Any payment/ reimbursement in such cases is the responsibility of the airline.
Under European regulations we are required to bring to your attention the existence of a Community List of air carriers which are subject to an operating ban within the EU. The list can be viewed at www.ec.europa.eu/transport/air-ban/list_en.htm.
Visit IOM is trading name of Mann Link Travel Ltd, which is a member of ABTA (number 42906), which means you have the benefit of ABTA’s assistance and Code of Conduct. We are also members of IATA (number 9123497-5) and ATOL (number 9635).
The information below applies only if you are a resident of the United Kingdom (excluding Channel Islands and Isle of Man).
Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. When you buy an ATOL protected flight or flight inclusive holiday 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. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to www.atol.org.uk/ATOLCertificate
We have arranged ATOL protection for our Flight Plus holidays (our Air Travel Organiser’s Licence number is 9635). A Flight Plus is where you purchase through us, at the same time or within a day of each other, a flight originating in the UK plus overseas accommodation and/or car hire from separate suppliers (i.e. not a package holiday). For bookings to be covered under the Flight Plus rules:
- The accommodation and/ or car rental component must be for check-in/pick-up and check-out/drop-off dates which are the same as, or fall within, the flight dates;
- The accommodation and/ or car rental must be the same as, or have relevance to, the airport destination of the flight;
- The trip must be over 24 hours duration and include an overnight stay.
On all Flight Plus holiday arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your service providers. Please note however that we have no liability beyond that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers.
For eligible Flight Plus holidays, a £2.50 per person ATOL Protection Contribution (payable to the Air Travel Trust Fund) is automatically included in the cost of your booking.
In respect of our Flight Plus holidays, we are obliged to tell you:
* 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.
If you cancel any component of your Flight Plus arrangements, resulting in the booking no longer constituting a Flight Plus, the remaining booking will be considered as an individual booking and will no longer qualify for ATOL protection under Flight Plus regulations.
(4) MAKING A BOOKING / BOOKING DETAILS
All travel products and services featured on the site are subject to availability.
Flight times appear using the 24 hour clock system, and are estimates only – these may be subject to change due to, for example, air traffic control restrictions etc.
When a booking is made all details will be displayed on screen (or read back to you if booking by phone). It is imperative that you ensure these details are correct before confirming your booking. Please ensure that the passenger names you provide are the same as in the relevant passport. Once you have confirmed these details we will proceed to confirm the booking with the 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 may incur additional charges.
Please enter all names in the standard Roman alphabet without accents or other punctuation marks, such marks cannot be shown on your tickets. Entering characters with accents etc. may corrupt your booking and cause names to appear incorrectly on your reservation/ tickets.
For scheduled flights, you must read the fare rules applicable to each ticket. You can find the applicable rules on the Visit IOM website as you progress through the purchase path.
It is essential that at the time of booking you ensure the fare type booked is suitable for your requirements. By confirming your booking, you will be deemed to have read and accepted, and be bound by, the rules applicable to the fare booked.
Please note that some itineraries may require change/s of aircraft en route. Some flights which are classified as 'direct' may still have stops en route. This information will be shown during the booking process.
Note that where transfers are necessary between different airports/ terminals, any charges for these are at your own expense.
Please note that a small number of airlines do not maintain 'real time' seat availability in the computer system. Whilst every effort is made to reflect the true situation, instances may occur where airlines are unable to confirm reservations, even though a booking reference may have been allocated. Visit IOM will advise you within two working days if this is the case and will do everything possible to offer alternative options.
Further, there are a small number of airlines, which participate in the GDS/CRS, but do not participate in the UK Ticketing Plan. In the unlikely event that you purchase tickets from an airline that does not participate in the UK Ticketing Plan, Visit IOM will be unable to issue the relevant tickets due to ticketing restrictions outside our control, and will have to reject the reservation. In such cases we will endeavour to notify you within two working days, offer a full refund or assistance in looking for alternatives.
In either instance we will not be liable for any additional costs incurred in having to purchase new tickets at a higher fare. In the event that the airline does not participate in the UK Ticketing Plan and Visit IOM terminate the reservation, a full refund will be made of any money paid.
The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements (or suppliers of other ancillary products such as guidebooks or merchandise which you may order through us) or other persons necessary for the provision of those travel arrangements and / or ancillary products. 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 and 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 Great Britain. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. By making a booking, you consent to this information being passed on to the relevant parties. Full details of our data protection policy are available on request.
Visit IOM does not accept bookings for passengers aged under 18 years old, unless accompanied by another passenger aged 18 years or over on all flights in the itinerary.
Visit IOM is unable to accept bookings where passengers intend to travel with livestock of any kind.
Hotel star ratings shown on the site are for guidance only, and are not necessarily the official local rating. You should also be aware that different countries have different standards, therefore a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another country.
Check-in and check-out times may vary, so for specific timings please contact us. However, generally guests can check-in to accommodation at around 1500 hrs. You will normally be required to vacate your room by around 1100 hrs on the day of departure.
Descriptions, images and other information on accommodation displayed on the site are intended to give a general overview of such accommodation, and are for guidance only. This information is provided by the relevant travel suppliers, and as such, whilst we do endeavour to ensure that such details are an accurate and up to date representation of the property, we are unable to guarantee this.
Further, any images of room types will not necessarily represent the bed configuration of the room being purchased. For example, a double room in Austria may consist of two single beds; a triple room in North America may consist of a double bed and a single bed. If you require any clarification of the room layout please check with us before making a booking.
Breakfast and other meals are not included unless specifically stated.
Please note that for some hotels, additional local taxes may be charged locally. We will endeavour to notify you at the time of booking if this is the case. In addition, hotels may apply additional charges for extra beds or cots.
If you book a hotel through us, we will email to you a hotel voucher. You must print this voucher and present it to the accommodation reception when you check-in as proof of prepayment for the stay; if you fail to produce this then you may be charged again for the accommodation locally and Visit IOM will be unable to refund your prepayment.
Drivers (including any additional drivers) must produce a full valid driving licence when collecting a hire car. For UK driving licences, you are required to produce both the photographic card and the paper counterpart. In most cases the driver will be required to have held a full clean national driving licence for at least 12 months.
A credit card is usually required at commencement of the rental, as security for any damage that may be caused to the vehicle during the rental. It is your responsibility to ensure that there are sufficient funds available on the credit card, and to comply with the terms and conditions of the travel supplier. Failure to meet any of these conditions may invalidate your car rental and Mann Link will not be liable for any costs you incur as a result.
In many cases you may be offered the opportunity to add optional extras whilst making your booking – for example additional drivers, child seats, sat nav, optional insurance, etc. Some of these items can be paid for when making your booking, others will need to be paid for locally on collection of your vehicle.
If you have booked car rental, your booking confirmation will contain a web link which you must click in order to obtain your car rental voucher. This voucher must be presented when you collect your vehicle as proof of prepayment for the rental; if you fail to produce this then you may be charged again for the rental locally and Visit IOM will be unable to refund your prepayment.
If you have booked transfers, your booking confirmation will contain a web link which you must click in order to obtain your transfer voucher. This voucher must be presented when you join your transfer as proof of prepayment; if you fail to produce this then you may be charged again for the transfer locally and Visit IOM will be unable to refund your prepayment.
If you make an Isle of Man Steam Packet Company ferry booking through Visit IOM, please note that that company's conditions of carriage will apply in addition to those shown here. The conditions of carriage can be found by clicking this link.
We are happy to forward details of any additional requirements you may have (for example seating or diet preferences, assistance, etc.) to the relevant travel supplier. These are treated as special requests, and as such fulfilment of these requests cannot be guaranteed.
If you require specific seats, you are advised to check in early. Visit IOM has no control over seat allocations.
In relation to airline frequent flyer schemes, we are happy to insert your card number in the booking. Please bear in mind that not all fare types permit the accrual of frequent flyer miles; please check with the relevant airline before confirming your booking. You are advised to keep boarding card stubs in case of subsequent query.
Special Assistance/ Medical Requirements
If you require special assistance (for example due to disability, or if you are of reduced mobility), you should notify us at the time of booking. It is imperative that you make clear the nature and level of assistance required so that we can ascertain whether this is possible and pass the appropriate request to the travel supplier.
We do not guarantee any requests for special assistance, but will pass these to the travel supplier. It is your responsibility to confirm with the travel supplier whether such special requests can be fulfilled. We will not subsequently be liable to you for any losses you incur if we or our suppliers are unable to fulfil your requirements.
Travel suppliers may refuse to honour your reservation if your request for assistance does not reach them in sufficient time before travel (typically 48 hours), or if your carriage would breach safety rules. Particularly on smaller aircraft, there may be restrictions on the number of disabled passengers permitted to travel.
We also draw your attention to the following, which we recommend that you check before making a booking:
- some airlines may make a charge for providing assistance/ special services
- airlines may require that passengers with certain medical conditions obtain a medical clearance from the airline’s doctor, and/ or are accompanied by a companion
- if you will be traveling with medication or medical equipment, we recommend that you travel with a doctor’s letter confirming the type of medication and the condition it is for. Please check before travel if any safety or security restrictions apply to any medication/ medical equipment you intend to take.
If you will be traveling while pregnant, please note that regulations apply to the carriage of passengers who are more than a certain number of weeks pregnant at the time of travel. These regulations vary between airlines, so it is your responsibility to check the airline’s policy before making a booking.
In some cases travel may not be permitted, or you may be required to travel with a doctor’s letter, or even obtain a medical clearance from the airline.
You must ensure that your travel insurance covers you if you are pregnant.
We recommend that you also confirm with your doctor before booking that you are fit to travel.
Travelling with Infants
Airlines require that infants must be of a minimum age (typically six weeks) before they will be permitted to travel. Please ensure that you are aware of the airline’s policy before making a booking.
Infants must sit on an adult’s lap or occupy an infant seat – please contact the airline you are traveling with for details of appropriate seats.
To qualify for an infant fare, the infant must generally be under two years old on the date of return travel.
Children aged two years or above must occupy a seat.
For ferry travel, age ranges for infants and children may differ according to the policy of the individual operator. Please contact us if you require clarification.
(5) PAYING FOR YOUR BOOKING
Payment can be made by the various debit or credit cards stated on the site. Visit IOM may be required to pass your card details to the relevant supplier for fulfilment of the booking.
Unless explicitly stated otherwise at the time of booking, full payment for all travel services booked through us is required at the time of booking. Payment can be made by debit or credit card, however we reserve the right to apply a surcharge for all credit card transactions.
In a small number of cases, it may be possible to reserve certain travel products (for instance charter flights, hotels, or car rental) by paying a deposit. This facility will be offered at our absolute discretion. If a deposit can be accepted for your booking, we will advise you at the time of booking the exact amount required. In these cases, it is your responsibility to ensure that final payment reaches us by the balance due date (usually 12 weeks before departure). (For bookings made by telephone, we may automatically charge the balance to the card used to pay the deposit). If you are booking for more than one person, you accept responsibility for making payments due from each member of your party. No responsibility is accepted by us for cash or cheques sent by post. If, in spite of our reasonable efforts to contact you, balance payment is not received by the due date, we reserve the right to cancel your booking, and any deposit paid will be forfeit by you. You will also be liable for any resulting cancellation charges not covered by the deposit.
We reserve the right to cancel bookings before or after ticket issue if payment is declined by the card issuer, or if incorrect card details or billing information have been supplied.
Visit IOM will not be liable for any increase in fare due to payment failure.
Further, in an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or email to us proof of your address and a copy of the credit/ debit card and recent statement, or a copy of the cardholder's and/or passenger's passport/s, before issuing any tickets. We reserve the right to insist that travel documents be sent to the billing address of the card used to pay for the booking.
Visit IOM reserve the right to pass on any charges relating to card chargebacks.
As a British company it is not always possible for us to successfully complete the necessary security and identity checks on cards which are registered to billing addresses outside the United Kingdom. If you make a booking using a credit card registered outside the UK, we reserve the right to reject your booking if we are unable to satisfactorily complete the relevant checks.
When booking travel products online, an authorization is taken on your debit or credit card for the cost of the booking. The money is not debited from your account at this stage, the system just checks that the relevant amount is available and reserves the funds. When we have completed the necessary card security checks, and are ready to issue your tickets, we then claim payment from the card issuer using the existing authorization code.
If for any reason we are unable to accept your booking, or if your booking fails to complete, any authorization code will be cancelled by us as soon as possible. However it may take several days for your card issuer to reflect that cancellation on your account. Mann Link can not accept responsibility for any delays in you being able to access these funds. In addition, we are unable to enter into any dialogue with banks / card issuers in respect of queries regarding cancelled authorizations.
Low Deposit Promotion
Visit IOM is offering the option to secure your booking by paying a Low Deposit. The following additional terms apply to such Low Deposit bookings:
- To qualify, your booking must comprise of one of the following:
- Air travel plus accommodation
- Ferry travel plus accommodation
- Bookings which do not include both an accommodation element and an air / ferry travel element, do not qualify for the Low Deposit and full payment for such bookings will be required immediately at the time of making the booking.
- Bookings which include any travel between 21st May and 15th June 2018 do not qualify for the Low Deposit and full payment for such bookings will be required immediately at the time of making the booking.
- The amount of the Low Deposit for qualifying bookings will be £50 per person, and is payable at the time of booking. The Low Deposit is non-refundable.
- In certain circumstances Visit IOM may be unable to offer the option of a Low Deposit, in which case it may be possible to offer you a reduced deposit. If this applies to your booking, Visit IOM will notify you as soon as possible. The amount of any such reduced deposit is also non-refundable. The conditions outlined here for Low Deposits will also apply to any reduced deposit.
- The Low Deposit will be payable for all passengers on the booking. In any case where the total cost for any passenger on the booking (for example an infant or child) is less than £50, any Low Deposit payment exceeding the price for that passenger will be reduced from the final balance amount.
- The full balance will be due no later than 28 days prior to departure. The exact balance due date will also be shown on your booking confirmation email from Visit IOM. You agree to ensure that payment of the full balance in respect of all passengers on your booking is received by Visit IOM by the due date.
- Where a Low Deposit is offered for your travel arrangements, Visit IOM will supplement our agency services by, as your agent, booking and paying the relevant travel providers such amounts as may be necessary to secure your booking in the mean time (frequently this means that we will make full payment to those travel providers immediately as you make your booking).
The Low Deposit amount is entirely unrelated to the cost of cancellation should you subsequently request Visit IOM to cancel your booking. This means that even if you cancel your booking before the final payment falls due, you will still be liable to pay the outstanding balance, since we will already have made payment to the travel suppliers on your behalf. For this reason, it is imperative that you ensure that a comprehensive travel insurance policy is taken at or before the time of booking.
- In the event that you cancel your booking you must immediately pay any shortfall between payments made by you against that booking and the total cost of all travel elements in your booking / the cancellation charge applied.
If you wish to cancel your booking, please telephone/ email us in the first instance, so we can advise you if the conditions of your travel arrangements permit any refund which might enable the remaining amount payable to be reduced.
Cancellation charges will vary dependent on the travel products you have booked and also the supplier’s / suppliers’ terms and conditions. Many travel products will be non-refundable if cancelled, however for any products which permit a partial refund, the cancellation charges applied per eligible product will be as follows:
Travel supplier’s / suppliers’ charge + £15 per person
If you wish to proceed with the cancellation, you must notify us in writing. (If you do not advise us of your intention to cancel a booking before the scheduled departure time, or do not check-in, this will be recorded by the airline as a 'no show' and is likely to result in the forfeit of all monies previously paid. You will nevertheless remain responsible for paying any outstanding balance).
If the reason for which you cancel your booking is covered by your travel insurance, you may be able to make a claim on your policy for any cancellation charges you incur. Upon request, Visit IOM can issue a cancellation invoice which you can use to support your claim.
- In the event that you request us to make any change to your booking before your final balance falls due, any applicable change fees must be paid immediately at the time of making that change.
- Should you wish to make additional part payments between paying your Low Deposit and the balance due date, you may do so by phone on (01624) 654654.
- Balance payment can either be made online by clicking the link in your confirmation email, or by phone on (01624) 654654.
- It is imperative that any email address you provide to us is regularly checked, since we may from time to time need to contact you with important information about your booking or to remind you of upcoming balance payments. You undertake to notify us immediately should there be any change to any of your contact details. We can not accept any responsibility if important information or reminders fail to reach you because you omit to notify us of changes to your contact details, or because emails are consigned to a junk / spam folder. If, in spite of our reasonable efforts to contact you, we are unable to collect your balance payment by the due date, we reserve the right to cancel your booking, but you will remain responsible for settling any outstanding balance, as outlined in paragraph 14 of these terms.
- If balance payment is not made by you in respect of all passengers on your booking by the due date, we reserve the right to automatically charge any card previously used to make payment on the booking, where these card details are accessible to us. Should it not be possible to do this, we reserve the right to cancel your booking, however you will still remain responsible for paying any outstanding balance: the Low Deposit amount is entirely unrelated to the cost of cancellation should you subsequently request Visit IOM to cancel your booking.
- Only residents of the United Kingdom, Guernsey, Jersey and Isle of Man may avail of the Low Deposit scheme.
- Visit IOM reserves the right to vary the terms of this Low Deposit offer, or to withdraw it, without notice, at any time.
- These Low Deposit terms apply in addition to Visit IOM’s standard Terms & Conditions of business, as well as the Terms & Conditions of any travel supplier/s providing your travel arrangements.
(6) MANAGING YOUR BOOKING
Cancellations / Amendments by You
Any cancellation or amendment you wish to make to your booking will be subject to the relevant supplier's conditions. Some travel products are non-refundable and/ or non-changeable; in other cases it may be possible to amend or cancel your booking subject to a penalty charge.
It must be emphasised that the vast majority of airline tickets are non-transferable, and as such name changes are not normally permitted. It is therefore essential that you enter passengers’ names as per passport at the time of booking.
For online scheduled flight bookings, the rules regarding cancellations and amendments for the fare purchased are shown during the booking process, please ensure you read these carefully.
Visit IOM, as agents for the travel suppliers, must abide by their terms and conditions – we are unable to deviate from the fare rules/ supplier’s conditions.
Where changes or refunds are permitted, Visit IOM will apply administration fees (in line with our current rates) in addition to any fees charged by the supplier, if you ask us to amend or cancel your booking. This is to cover the costs we incur in administering cancellations and amendments.
Any request to amend or cancel a reservation must be notified to Visit IOM in writing, and can not be actioned until received by us. Requests received outside our opening hours can not be processed until we reopen the next working day, and if we need to contact the travel supplier to effect the change/cancellation, until we are able to contact them.
If you wish to cancel your booking and attempt to claim a refund, please telephone/ email us in the first instance, so we can advise you if the conditions of your travel arrangements permit any refund. If you wish to proceed with the cancellation, you must notify us in writing. (If you do not advise us of your intention to cancel a booking before the scheduled departure time, or do not check-in, this will be recorded by the airline as a 'no show' and is likely to result in the forfeit of all monies paid).
Where a refund is permitted, this may take some time, typically 10-12 weeks, to be authorized by the airline.
If paper tickets have been issued for your booking, these must be returned to us before any refund can be made. Some tickets may need to be submitted by us to the airline for a refund to be authorized. We recommend that you return tickets to us by Recorded Delivery, at the address below (see 'Contacting Visit IOM').
Once authorized, any refund will be made to the debit or credit card used to make the original booking. It is vital that you advise us when you cancel the booking if that card is no longer valid.
Any refund made will be nett of any cancellation charge from the airline or tour operator. Many airlines also charge an additional fee to process refunds. Refunds of any kind will also be subject to Visit IOM's usual administration fees. Booking fees, credit card charges, postage costs and any amendment fees you may have paid for any previous changes are also non-refundable.
In the case of non-refundable scheduled flight tickets, it may be possible to claim back any unused taxes. Please note that not all taxes are refundable. Some airlines do make a fee for processing such requests, and in some cases the charge exceeds what you would get back. Please ask for details when you cancel your booking.
Cancellation charges may be covered by your travel insurance policy, so we can, on request, provide a letter confirming the non-refundable amount should you wish to make a claim.
Most airlines will not make a refund on partially used tickets.
Tickets returned to us more than a year after their issue are classed as expired and must be submitted to the airline for a refund to be considered. A refund is not guaranteed in these cases, but Visit IOM will apply usual administration fees regardless of the outcome.
If you wish to change your booking, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any changes. If a change is permitted, we may ask you to confirm in writing that you wish to change the booking.
Any changes are subject to availability, limitations and restrictions of the relevant travel supplier.
If a change increases the cost of your booking, you will need to pay such extra costs.
Changes of any kind will also be subject to Visit IOM’s usual administration fees.
Cancellations / Amendments by the Travel Supplier
Airlines reserve the right to make time changes, or in rare cases, to cancel flights, for operational reasons. Whilst Mann Link is not responsible for, and has no control over, such changes, we will do our best to assist when such situations arise.
In the unlikely event that your flight is cancelled by the airline or tour operator, your rights and remedies will be governed by the supplier’s conditions/ airline’s conditions of carriage. As a result you may be entitled to:
(a) carriage on another flight with the same airline without additional costs;
(b) re-routing to your destination with another carrier without additional costs;
(c) a full refund;
(d) some other right or remedy.
In the event of schedule changes made prior to commencement of your journey, it is not always necessary to have your tickets reissued or revalidated, but we will advise you should this be necessary.
Mann Link take no responsibility for any flight rescheduling en route.
Many suppliers require you to take out travel insurance as a condition of booking with them. In any case, we strongly recommend that all our customers arrange adequate travel insurance for the duration of the trip, since circumstances may arise where neither Mann Link nor the supplier are liable.
It is recommended that insurance is taken immediately upon making the booking, 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 and money; and other expenses. In most cases cancellation fees will apply if you need to cancel your booking before you travel.
Visit IOM does sell travel insurance, and will be pleased to quote a premium for your journey on request. 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 (eg. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. Please read the policy carefully to ensure that this is suitable and adequate for your needs.
Insurance premiums are payable in full at the time of booking. A 14-day cooling-off period applies, during which you may return the policy for a full refund if the cover is unsuitable for you. The cooling-off period only applies as long as you have not traveled, and not made a claim, against the policy. After the cooling-off period any insurance policy is non-refundable.
The type of tickets which will be issued for your booking depends on the airline and route you are booking. The majority of airlines are increasingly issuing electronic tickets, and Visit IOM will issue electronic tickets whenever the itinerary permits (airlines now insist that e-tickets are issued in these circumstances). For a small number of charter flights, paper tickets are still issued; such tickets will be sent by normal post.
Due to IATA's withdrawal of paper tickets from all IATA travel agents effective 1st June 2008, only e-tickets may now be issued for scheduled flights. There may be a small number of cases where an e-ticket can not be issued (further details may be found in our FAQ section). In these instances, Visit IOM will endeavour to notify you within 2 working days, and let you know what alternative options may be possible.
For scheduled flights, if an e-ticket is not possible for your booking, and the airline is able to issue a paper ticket on our behalf, you will be given a choice of delivery options (extra charges may apply):
Recorded Delivery – tickets sent by this method should reach a UK address within 5 working days
Special Delivery – tickets sent by this method should reach most UK addresses by 1.00 p.m. the next working day, if the booking is made before 3.30 p.m. (Certain areas of Scotland and the Guernsey Bailiwick may not be guaranteed until up to 3 working days later, by 5.30 p.m.) This service is not available on Saturdays, Sundays or Bank Holidays.
Airsure – for tickets being sent to the Republic of Ireland, this fast, secure and reliable service provides priority handling, although is not time guaranteed.
All of the above delivery methods require a signature – if no one is available to sign for the tickets, the postman will leave a card and the tickets will be taken back to the sorting office.
Visit IOM does not post paper scheduled flight tickets other than to addresses in the United Kingdom, Channel Islands and Republic of Ireland. Visit IOM is unable to arrange tickets on departure for scheduled flights.
If you require your tickets by a particular date, please let us know at the time of booking and we will do our best to assist.
You should ensure that you travel with your booking confirmations, e-tickets and any other travel documentation at all times. We will not be liable for any supplier not providing you with the booked product or service if you do not produce such documentation.
If you lose your paper tickets, you must notify us as soon as possible. It may be possible to reissue them for a fee (depending on the airline's/ supplier's rules). If so, the cost may depend on the circumstances of the loss and how close to the departure date you discover it. In all cases, the charge, and procedure to be followed, will vary according to the airline's policy. Visit IOM reserves the right to charge fees to cover the administration costs of this.
However, not all tickets can be reissued, in which case you may need to purchase a completely new ticket. If a lost ticket can not be reissued, a refund can be requested from the airline: any refund is at the airline's sole discretion and is not guaranteed. Such refunds may take up to a year to be authorised by the airline.
Non-Delivery / Non-Receipt of Tickets
It is your responsibility to advise us if you do not receive your tickets/ e-tickets.
Visit IOM can not accept responsibility if you fail to receive your e-tickets due to providing an inaccurate email address or your junk email settings. We recommend that you add to your safe list.
Once documents leave our offices we 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.
Mann Link will not accept responsibility if Royal Mail (or other postal agency) fails to deliver your tickets. If any reissue charges apply, you will be asked to pay these and claim the money back from Royal Mail. (The only exception to this is where scheduled flight tickets sent by Special Delivery are not delivered – please contact us for details).
Mann Link cannot accept responsibility for non-delivery of paper tickets where an incorrect/ incomplete address has been provided, or where the recipient has not collected tickets from the sorting office in time. Where this results in tickets not reaching the passenger in time for travel, any reissue charges imposed by the airline will be passed back to the customer, as well as our administration charges (see 'Lost Tickets' above).
Where undelivered tickets are returned to Visit IOM by the post office, Visit IOM reserves the right to charge further postage fees for re-sending your tickets.
(9) PASSPORT / VISAS / HEALTH REQUIREMENTS
It is your responsibility to ensure that you understand and comply with all the passport, visa and health requirements of all the countries involved in your itinerary (including those that you transit).
It is your responsibility to ensure that you are in possession of a valid passport for your journey. Your passport must also be legible and intact. When making your booking you must ensure that the names you provide match those shown on the passengers’ passports. Most countries require that your passport is valid for a period of at least six months after your return travel date: we recommend that you check with the embassy to confirm exact requirements.
It is strongly recommended that children hold their own individual passports; where a child is still included on a parent's passport you are advised to check that this will be suitable for the destination you are visiting before making a booking.
Many countries still require passengers to obtain a visa, and in some cases transit visas may be required for countries which you pass through en route to your destination (even when you do not leave the aircraft). Visit IOM can provide general information about the passport and visa requirements for your trip.
Alternatively, for the most up to date information, we recommend that you contact the embassies of the countries you are travelling to/ through. We recommend that you do this well in advance of travel, as visas for certain countries can take some time to obtain.
Some countries also have additional immigration requirements, for example South Africa requires passengers to have at least 2 blank pages in their passports. For travel to the USA, a machine-readable passport is required, among other requirements, details of which may be found at https://uk.usembassy.gov/. Most destinations will require proof of return travel.
Certain countries may also require additional documents to be produced if a child is not travelling with both parents. If this affects you it is your responsibility to ensure that you check with the relevant embassy before travel and meet all relevant requirements.
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.
Regarding health, you are strongly advised to check with your GP prior to travel for up to date information regarding vaccinations which may be required or recommended for your destination/s. Please note that some countries may require proof of certain vaccinations as a condition of entry. 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.
Please note that health and immigration requirements can change at short notice.
Neither Mann Link nor the suppliers can accept any responsibility if you are denied boarding or are deported due to failure to comply with the above. You will be responsible for any costs you or Visit IOM incur as a result of such failure.
We want you to be completely satisfied with the travel arrangements you make with Visit IOM, from making your initial enquiry until the completion of your travel arrangements. In the unlikely event that you have a complaint, please contact us by telephone in the first instance and we will do our best to assist.
In some cases, we may be unable to provide a response on the spot. You may be asked to submit full details in writing (either by post or email) so that we can investigate your complaint fully.
If you have a problem whilst you are travelling, we recommend that you report this to the supplier or their local agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint.
Please notify us of any complaints within 30 days of your return.
We are a Member of ABTA, membership number 42906. 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.
(11) SERVICE CHARGES
We apply a service charge for certain services we provide. These charges are non-refundable. These are in addition to any fees charged by the supplier.
(12) CONTACTING Visit IOM
If you wish to contact us, you may do so by any of the following methods:
by telephone on 01624 654654. The cost of the call may vary dependent on where you are calling from and your telephone provider. Telephone calls may be recorded.
by post to Visit IOM, c/o Mann Link Travel Ltd., 14 Athol Street, Douglas, Isle of Man, IM1 1JA.
by fax to 01624 676901
In order for us to assist with your query as quickly as possible, please make sure that you have all the relevant booking details to hand before you call us. In any written correspondence please state your booking reference. In most cases we can only discuss reservations with the person who made the booking, or one of the passengers on a booking.
(14) YOUR HOLIDAY CONTRACT (Packages only)
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by the laws of the Isle of Man.
(15) YOUR FINANCIAL PROTECTION
We provide full financial protection for our package holidays. This applies only if you are a resident of the United Kingdom (excluding Channel Islands and Isle of Man).
a) For flight-based holidays, this is through our Air Travel Organiser’s Licence number 9635. When you buy an ATOL protected flight or flight inclusive holiday 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 we or the supplier aren’t able 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 (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.
b) When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA.
If you are a resident of the Channel Islands or Isle of Man, then no ATOL financial protection is provided.
(16) ABTA (Packages only)
We are a Member of ABTA, membership number Y0183. 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.
(17) YOUR HOLIDAY PRICE (Packages only)
1) We reserve the right to alter the prices of any of the holidays shown on our website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.
2) Full payment is required at the time of booking.
Cancellation at any time prior to departure will attract 100% cancellation fees.
3) 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 to 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 per person. 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 (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 you must do so within 14 days from the date on your final invoice. We will consider an appropriate refund of insurance premiums paid 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 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.
(18) IF YOU CHANGE YOUR BOOKING (Packages only)
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 as soon as possible. You will be asked to pay an administration charge of £15 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 (e.g. some types of airline ticket) may not be changeable 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. In particular, if your booking is made for travel during TT Festival Fortnight or the Manx Grand Prix, changes or cancellation at any time prior to departure will attract 100% cancellation fees. For these events, these conditions supersede any charges detailed elsewhere in this agreement.
A ‘change’ is deemed to be a correction or an enhancement to the existing holiday. If you request major alterations to your holiday (this includes, for example, changing dates of travel, substituting destinations or any other changes which significantly alter the original holiday) this will be termed a cancellation and charges, as per clause 19, will apply.
If you alter any arrangements during your holiday (for example, checking out of the hotel early or returning a hire car early) no refund for unused accommodation or services will be made. Where flights are not used, this is likely to result in all other flights on your itinerary being automatically cancelled by the airlines and we will not be liable for any losses or expenses you incur as a result of this.
If you are prevented from taking your holiday you may transfer your booking to someone who could have booked the holiday originally, subject to the approval of all interested suppliers. You must give us reasonable notice before the departure date to enable us to change airline bookings, etc. – this normally requires 21 days’ notice. A transfer fee of £25 per person will be charged plus any costs we incur and any costs or charges incurred or imposed by any of our suppliers.. If you transfer the booking before paying the balance of the price, you will remain liable to pay it (and our transfer fees) if the transferee fails to do so. Airlines generally do not permit names to be changed on bookings and it may therefore not be possible to transfer your booking. In this case, your booking will be treated as a cancellation and you will be liable to pay cancellation charges as detailed above.
(19) IF YOU CANCEL YOUR HOLIDAY (Packages only)
a)You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our offices. Cancellations made directly with the accommodation, transport or ancillary provider will not be effective. The rates we obtain from air and sea carriers, hoteliers and other suppliers are usually non-refundable, so in the event of cancellation you will forfeit all monies paid over at the time of booking.
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
b) If one member of the party wishes to cancel, this may mean that the accommodation booked will be underoccupied and will result in the remaining passengers having to pay any applicable supplements to retain the booking e.g. changing a twin room to a single room. The person who cancels will still remain liable to pay cancellation charges, in other words the forfeit of all monies paid over at the time of booking.
Bookings over TT Festival Fortnight and Manx Grand Prix will be subject to 100% charges regardless of the date of cancellation.
(20) IF WE CHANGE OR CANCEL YOUR HOLIDAY (Packages only)
It is unlikely that we will have to make any changes to your travel arrangements, but as we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday and receiving a full refund of all monies paid. In some cases we will also pay compensation (see below). Examples of major changes include changes to your UK or end destination airport, alteration to the times of outward or return flights by more than 12 hours, changes to your resort area or an offer of accommodation of a lower official classification. These options don’t apply for minor changes. 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 or higher standard, changes of carriers. Please note that carriers such as airlines used may be subject to change. 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.
We will not cancel your travel arrangements less than ten weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, for example, the minimum number of clients required for a particular travel arrangement is not reached. If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).In some cases we will pay compensation (see below).
In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by providing details on your confirmation.
If we cancel or make a major change and you accept a refund, we will consider an appropriate refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy.
If we cancel or make a major change we will pay compensation where appropriate and depending on the circumstances and the length of time before your holiday we notify you of the significant change or cancellation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
IF WE CANCEL OR MAKE A MAJOR CHANGE TO YOUR HOLIDAY
Period before departure in which we notify you / Amount you will receive from us
More than (70) days - Nil
70-43 days - £10
42-29 days - £20
28-15 days - £30
Less than 14 days - £40
Force Majeure: We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, whether actual or threatened, for example, war or threat of war, riot, civil strife, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss… as a result of force majeure. In these Booking Conditions, force majeure means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid.
(21) TRAVEL DELAYS (Packages only)
It is our policy that once you have checked in you are the responsibility of the carrier. In common with many coastal resorts, the destinations in this brochure occasionally suffer from fog and sea mists and ferry crossings can be affected by rough seas. Adverse weather conditions can result in delays, diversions and even cancellation of some services. Transport may also be cancelled due to technical problems or force majeure. Except where this leads to a significant alteration to contracted services, we will not be liable for any loss or expense incurred in such cases, nor obliged to refund any payment for unused accommodation or services at your destination. Where we have a representative present, we will always try to help you to make appropriate arrangements for meals and/or accommodation if your transport is delayed; you will have to pay for any such services. However if you have purchased holiday insurance, you may find that it will pay certain benefits in the event of delays.
(22) YOUR TRAVEL ARRANGEMENTS (Packages only)
When you book your holiday we will give you the best information we have then about your travel dates, time, routing, carrier and aircraft type. However carriers can and do change dates, times, and routing at very short notice and we cannot control these changes. When such changes are made, we will do our best to help you make arrangements to minimise inconvenience to you. If we are notified, in advance, by the airline of schedule changes affecting your itinerary, we will notify you (if there is time to do so before departure). If the timing change is two hours or less, this will be advised to you on your travel documentation when issued. If the schedule change is more than 12 hours, you may choose to cancel your holiday and receive a full refund and, save where the change is for reasons of force majeure, you will have a right to compensation. We cannot accept responsibility if you miss your departure because you check in late.
(23) IF YOU HAVE A COMPLAINT (Packages only)
Every effort is made to ensure that the accommodation and resort descriptions we use are fair and accurate in order that you can select the best possible holiday to suit your own personal requirements and tastes. However, if you find on arrival that the accommodation reserved for you or the resort area are not to your personal liking, then we will endeavour to arrange a suitable alternative. Naturally this will be subject to availability and any extra cost will have to be paid by you at the time of your request to change. Please note, this may be in addition to any cancellation fees levied by the original accommodation booked, and subject to any applicable administration fees.
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our resort representative/head office immediately so that they can endeavour to put things right. Any verbal notification must be put in writing and given to the supplier as soon as possible. If you are still dissatisfied, you must notify us at the earliest opportunity. Until we know about a problem or complaint, we cannot begin to resolve it. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at 14 Athol Street, Douglas, Isle of Man, IM1 1JA, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative or our head office in the Isle of Man) without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 16 above on ABTA.
(24) OUR LIABILITY TO YOU (Packages only)
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of [two] 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 transportation for your travel arrangements. These terms are incorporated into this contract; 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 compensation that you can claim 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 compensation contained in these or any conventions.
You can ask for copies of the transport contractual terms, or the international conventions, from our offices at Visit IOM, 14 Athol Street, Douglas, Isle of Man, IM1 1JA. Under EU law (Regulation 261/2004) 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 EU 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 clause 20. If any payments to you are due from us, any payment made to you by the airline will be deducted.
NB this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
(25) PROMPT ASSISTANCE IN RESORT (Packages only)
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
(26) TRAVEL IDENTIFICATION (Packages only)
It is your responsibility to ensure that you carry the required identification for your travel arrangements. Although British Citizens do not require passports to travel to any destination in the UK, the Channel Islands or the Isle of Man all airlines require that you produce valid photographic identification at check in and they will refuse boarding if you do not do so. Documentation requirements do vary from one airline to another, but the most commonly accepted forms are a valid passport, photo driving licence or citizen card. Whilst ferry companies have not introduced this requirement as yet, you are advised to carry identification with you, as any carrier may ask for proof of identification at any time.
(27) PASSPORT, VISA AND IMMIGRATION REQUIREMENTS (Packages only)
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. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
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. All costs incurred in obtaining such documentation must be paid by you. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
(28) EXCURSIONS (Packages only)
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.
(29) INSURANCE (Packages only)
It is advisable to take out an insurance policy at the time of booking as you are at risk as soon as your payment is made to us. If you fail to make appropriate insurance arrangements in a timely manner, we will not be liable for any losses or expenses which you may incur for claims which might normally have been covered by insurance in respect of circumstances for which we are not responsible. Where you take our insurance, the premium must be paid at the time of booking.
If, once you have considered the cover in detail, you decide that it does not meet your needs, you may have a full refund of the premium if you return the documents within 14 days, unless you have travelled, made a claim or intend to make a claim.
It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.