Platinum Privileges - The Travel House

Introduction
How to use: This guide contains important information which, in conjunction
with Our Agreement, must be read carefully before you book. These booking
conditions contain some exclusions & limitations of liability. If any part of the
conditions proves to be invalid or unenforceable, the rest of the conditions will
remain valid.
Abbreviations: Those commonly used include: 1st Ch = 1st child; 2nd Ch = 2nd
child; AC = air-conditioning; Ad = Adult; AI = all inclusive; BB = bed & breakfast;
BL = balcony or terrace; CS = cot space; FB = full board; HB = half board;
LSV = limited sea view; PB = private bath; PP = per person; PPPN = per person
per night; RD = reduction; RO = room only; SC = self-catering; SH = shower;
SUPPS = supplements; SV = sea view; SSV = side sea view; WC = toilet.
Important Notice - Insurance: It is a condition of booking that you & all other
members of your party including infants & children are required to take out a
suitable insurance policy for your travel arrangements as we are unable to
accept responsibility for any costs incurred as a result of your not having
adequate insurance. If you choose not to take our insurance & choose a different
company, you must tell us so we can record the company details & policy
number before we can confirm your booking. Details of our insurance policy are
available upon booking. Please note: some hazardous activities may require
additional coverage; please check with your insurance provider.
In addition to ensuring that you have adequate private travel insurance, for
customers travelling within the European Economic Area, it is recommended that
you also obtain a European Health Insurance Card. For details visit
www.ehic.org.uk. It is important to note that this card is NOT a replacement for
adequate travel insurance and will not, on its own, satisfy the obligation that you
have to secure such insurance.
Accuracy of Information
We inspect properties & facilities regularly to ensure that the information we
provide is accurate. However, circumstances & facilities can change after brochure
publication. Public holidays & religious festivals may also affect the availability of
resort & hotel facilities. The tourist office for your chosen destination can provide
details of such events. We will tell you of any changes that we know about when
you book your holiday. Ask your holiday advisor to check the reservations system
for any changes in conditions. If you have already booked, we will tell you of any
change in circumstances that would affect your holiday as soon as we can before
you leave.
■ Flight timings: May change with little notice from those published. Your ticket
will show the final flight details.
■ Meal service: Hoteliers may change from buffet to waiter service, or
vice versa.
■ Sea views: May be partly blocked by trees from both public & guest rooms.
■ Pool views: Will either look directly onto or have a side view of the pool.
■ Balconies: If your accommodation is described as having a balcony, this will be
a terrace if your room is on the ground floor.
■ Hotel Facilities: Some hotels offer facilities such as tuition or beauty
treatments as part of your holiday. When these are offered, a limit will apply to
the number of sessions.
■ Baths & Showers: Where facilities include bath & shower, the shower will be
an over-bath shower unless otherwise stated. Villa bathrooms may consist of a
bath or shower stall or both.
■ Family rooms & 4-bedded rooms: These may not be larger than
standard rooms.
■ Artist’s impressions & Computer Generated Images: In some cases we
have had to publish an artist’s impression or computer generated image to give
you an idea of how the property will look. It is not an exact replica of the
finished building.
■ Videos: The availability of videos advertised is correct at the time
of publication.
Money Back Guarantee: We aim to provide you with an unforgettable holiday
experience. What you see in the brochure is what you get on your holiday. If you
arrive & find that we’ve failed to live up to the promise, here’s what we’ll do: (1).
Within 1 day of arrival let us know the problem. We’ll then spend 24hrs doing
everything we can to put it right. (2) In the unlikely event we can’t solve the
problem to your satisfaction within 24hrs, at your request we’ll fly you home &
give you your money back. If we cannot resolve the problem at the resort or
during your flight, you must notify us of your claim within 28 days of your return
by writing to us at our customer services department.
Your Flight
Please note that this section applies mainly to Thomson Airways bookings.
If your flight is with an alternative airline, please check the conditions specified by
your carrier, together with the below as some sections may still be relevant to
your booking.
Air travel conditions of carriage: You must comply with the conditions of
carriage applied by land, sea & air carriers. The provisions of the Warsaw
Convention 1929 (as amended) concerning the carriage of passengers & their
luggage by air, & the airlines’ conditions of carriage, may apply to you & your
party during your flight, & during boarding & disembarkation. These provisions &
conditions may limit or exclude liability for death or personal injury, or loss of or
damage to luggage, & may make special provisions for valuables. We’ll supply a
copy of the conditions of carriage applicable to your holiday, & of the Warsaw
Convention, on request.
Airline codes: In accordance with EU regulations we’re required to advise you of
the actual air carrier operating your flight/connecting flight/transfer. We do this by
listing carriers to be used or likely to be used as follows: International flights:
AEA - Air Europa; BA - British Airways; BGH - Balkan; ECA - EuroCypria Airlines;
FUA - Futura; IWD - Iberworld; JKK - Spanair; LTE - LTE International; MH -
Malaysia airways; MON - Monarch; OHY - Onur Air; PGT - Pegasus; S4 - Sata
International; TCX - Thomas Cook Airlines; TG - Thai Airways; TOM - Thomson
Airways; XQ - Sun Express; ZB - Monarch scheduled.
Internal flights: Egyptian flights - Egypt Air, AMC, Air Cairo. We’ll notify you of the
actual air carrier when we send your flight tickets. Any changes to the actual
carrier after that point will be notified to you prior to check-in or at the
boarding gate.
Alcohol & smoking: You may not drink your own alcohol on a flight, whether you
bought it on board, on holiday or in the UK. All charter holiday flights are non-
smoking. For safety reasons, on short haul flights, butane lighters must not be
packed in hand baggage or hold baggage & must only be carried on your person.
Failure to comply with these requirements may result in you & other members
of your party being denied boarding.
Baggage limits
■ Hand baggage: You may take 1 item of hand baggage (max. dimensions:
55x45x25cm). The total weight of hand luggage allowance may vary, depending
on your holiday. You should be able to lift this yourself into overhead storage
compartments. Other bags such as handbags, laptop bags or laptop computers
must be carried within the single item of cabin baggage. There are restrictions on
what you may carry in your hand luggage - please read carefully the information
enclosed with your tickets.
■ Hold baggage content: Baggage will only be accepted if packed & secured in
suitcases or similar containers and capable of withstanding reasonable handling.
Any passenger presenting baggage insecurely or insufficiently packed, or already
damaged, must sign a disclaimer waiving their right to any subsequent claim. You
must not include in your checked baggage money, jewellery, precious metals,
computers, personal electronic devices, negotiable papers, securities or other
valuables, business documents, passports & other identification documents or
samples. The airline has no liability for loss or damage to valuable or fragile items
packed in hold baggage however caused. Any single piece of baggage weighing
over the 23kg maximum limit will not be accepted by the airline at the check-in
desk. Customers who have pre-paid for an additional check-in allowance which
places them over the 23kg limit must check in an additional bag.
■ Standard luggage allowance: Each customer is entitled to a check-in
allowance of 20kg baggage & a maximum 5kg for hand baggage. No single item
of baggage may exceed 23kg. Baggage allowances are per person & cannot be
pooled across a party (i.e. 25kg for one passenger & 15kg for the other). See
discounted holiday section for exclusions. Luggage allowances may vary and are
subject to change. Please check at time of booking.
■ Premier & Premium Upgrade luggage allowance: Each customer is entitled
to check-in allowance of 23kg & a maximum 7kg for hand baggage. This is only
applicable to Premier & Premium upgrade customers, no single item of baggage
may exceed 23kg.
■ Infants: Infants under the age of 2 now have an individual luggage allowance
of 10kg when flying with Thomson Airways. This allowance for infants is free of
charge and does not need to be pre-booked. Folding pushchairs & wheelchairs
don’t count as part of your baggage allowance, and you won’t be charged to
carry them when travelling with Thomson Airways. Some flights shown are not
operated by Thomson Airways, and on these flights the maximum weight for
checked baggage may be limited to 15kg with no additional allowance for infants.
The weight allowed will be shown on your tickets. For customers booking a tour
or twin centre, baggage allowance during the tour or twin centre may be less
than for the international flights. Please ask your holiday advisor for the
latest details.
■ Excess baggage & sports equipment: Carriage of all excess luggage & sports
equipment is subject to a charge & capacity on the day of departure. Customers
can pre-book golf clubs, windsurf boards, diving equipment & other sports
equipment. If you do not pre-book, you may be able to make the necessary
arrangements when checking in at the airport, but charges will apply & carriage
can’t be guaranteed. Bowls may be carried free of charge provided they are
packed in a sturdy one-piece carrying case, & you don’t exceed your baggage
allowance. We can’t guarantee that you’ll be able to take bulky sports equipment
with you on the transfer coach to your holiday accommodation.
■ Lost/damaged baggage: Under the terms of the Montreal Convention, if you
don’t notify us of any loss or damage to your baggage within 7 days of the
discovery of the loss/damage, we will have no liability to you.
Check-in: We recommend you check-in for your flight 2 hours before your
scheduled departure time. If you’re taking a long haul flight, that’s usually a flight
over 5 hours, then we recommend you check-in 3 hours before your flight is due
to leave. The desks close promptly, so make sure you’ve completed check-in at
least an hour before take off. Your initials and the spelling of your name must be
identical on your ticket and in your passport.
Day Before Check-in: At London Gatwick, Manchester & Birrmingham Airports,
you can save time by checking in at the airport 12:00-22:00 on the day before
you travel; this means less time spent at the airport on the day of departure. To
comply with the Department for Transport security requirements, ALL members
of your party must present themselves at the airport check-in desk. You will
need to bring everyone’s ticket, passport and all baggage. Our agents will then
explain the arrangements for your departure the next day. Day Before Check-in
is available free of charge for passengers flying with Thomson Airways departing
from London Gatwick and Manchester Airports, and does not need to be pre-
booked. At Birmingham Airport, this service must be pre-booked, and a charge
may apply. Subject to availability. See exclusions below.
■ Exclusions: Customers travelling to destinations requiring additional security
at check-in (currently all USA flights) will not be issued with boarding cards at
the point of Day Before Check-in. Customers may still follow the procedure
above, but will need to return to Check-in the following morning to pick up
boarding cards. This is in line with international security requirements.
Day Before Check-in is not available to customers travelling to certain
cruise destinations.
Disorderly behaviour: The captain has authority over the aircraft &
passengers when they are boarding & on board. He/she may prevent you from
travelling if you are considered unfit to do so, or if you pose a danger to the
aircraft or passengers. The captain will exercise this right if, for example, you are
found to be drunk before or after boarding, if you smoke on board or use
threatening, abusive or insulting words or behaviour. In those circumstances, we,
or the airline, at our reasonable discretion, may terminate your holiday. We will
not be responsible for completing your holiday arrangements, nor will we, or the
airline, be liable for any refund, compensation or other costs you may have to
pay. We may also seek compensation from you for any losses caused by your
behaviour (e.g. the cost of diverting an aircraft). Disruption on board an aircraft
is a criminal offence, & you may be prosecuted. If you are refused carriage
because of your disruptive behaviour, or you are under the influence of alcohol
or drugs, your airline may pass on your details and date of the refusal of carriage
to other airlines for their information. This may make it difficult for you to book
other airline tickets.
EU Airline Blacklist: In accordance with EU directive (EC) no. 2111/2005, Article
9, we’re required to bring to your attention the existence of a ‘Community list’
which contains details of air carriers that are subject to an operating ban within
the EU Community. The Community list is available at http://air-ban.europa.eu/
Flights & flight times: The flights shown are operated by UK, European &
international scheduled & charter airlines, including our own in-house airline.
They use wide & narrow-body jets. We may change airlines or aircraft types at
any time; this does not count as a Major Change. Some flights may need to stop
en route. If we know about this in advance we will tell you. Flight times shown in
the brochure, on the website & on your booking confirmation are not
guaranteed. Actual flight times are shown on your tickets. Flight times are local
times based on the 24hr system.
Flight delays: We believe it’s our responsibility to look after you if your outbound
or return charter flight is delayed for reasons other than Force Majeure. We’ll
keep you informed, & we’ll provide light refreshments for a delay of 2-4hrs,
depending on airport facilities. If the delay is 4-8hrs we’ll provide a meal, or
vouchers for a meal. For a delay of 8-12hrs, we’ll provide overnight
accommodation, if this is necessary & possible. If a flight delay exceeds 5hrs,
you’re entitled to cancel your flight & receive reimbursement of the cost of the
flight element only (this is not a right to reimbursement of the full holiday cost
unless the “If we change or cancel your holiday” paragraph in “Our Agreement”,
in relation to cancellation applies). Arrangements for meals & drinks on All
Inclusive holidays apply only to your hotel.
Flight delay insurance: Our travel insurance policy includes compensation for
major delays. You can buy this insurance when you book your holiday. The
benefits payable are in addition to the flight delay refreshment &
accommodation policy described above. If you do not take out our insurance,
you should check that your chosen policy offers equivalent cover. You must send
travel delay claims to your insurance company. You can obtain details of the flight
delay from the airline.
Flight supplements: The holiday prices in the accommodation price panels are
based on flights that don’t carry a supplement. The flight supplements shown on
the Flight pages reflect the additional cost of flying from certain airports, or on
certain days of the week. They should be added to or subtracted from the panel
price for your holiday. Flights not listed in the brochure, but which become
available may also attract extra charges.
General enquiries: For all general enquiries, pre-bookable services, dietary,
medical & assistance requirements, please speak to your holiday advisor or
contact us directly.
Infants: An infant is defined as any child less than 2 yrs of age on the date of
return travel. A charge is made for infants under 2 yrs on the date of their return
flight. This is to cover taxes & charges applied directly to the airline. Infants
under 6 months must sit on an adult’s lap & wear an infant lap strap. Infants
between 6 months & 2yrs must also sit on an adult’s lap secured by an
extension seatbelt provided by the airline for take-off & landing. Infants under 2
yrs will not be entitled to an in-flight meal. If your child celebrates their 2nd
birthday during the holiday, you must book & pay for the appropriate child fare.
All children aged 2 & above must have their own seats on the aircraft. If an
additional seat has been purchased for an infant, a car seat can be used, as long
as it has a proper restraining harness & can be fixed facing forward on the seat
of the aircraft. You must bring your own car seat. It should be in good condition,
must conform to British Safety standards & you should have the instruction
leaflet to show the cabin crew if they need to refer to it. It must not exceed 16
inches or 40cm in width. Carrycots & deluxe child car seats are not suitable, as
they don’t fit. The carriage of car seats is at the discretion of the airline. These
regulations may differ when travelling with a non-British registered airline. Call
reservations for information on approved car seats.
Meals on board: A meal can be pre-booked for your journey, if travelling on one
of our long haul routes, an in-flight meal is included as part of your holiday
package. There will be a full range of drinks & snacks for purchase during the
flight. Sandwiches will also be available to purchase on selected flights. Please tell
us when you book if you require a ‘special dietary meal’. These are on a request
basis only & are not guaranteed. For group bookings it won’t be possible for
individual group members to pre-book the meal, all members of the group must
either pre-book or decline the meal. Customers booking the following will receive
a meal as part of their package: Premier properties as listed previously, Premium
Upgrades, customers travelling on long haul routes.The Aldo Zilli range of meals
is exclusive to customers travelling on a long haul holiday with our in-house
airlines, & may only be available on selected routes. Please note that on rare
occasions we may find it necessary to substitute the Zilli range of meals with a
similar alternative. Pre-bookable children’s food is available, which are meals that
are especially suitable for children.
Medical Conditions: If you have a medical condition, serious illness, recently
undergone surgery, or have suffered a recent accident, you must be cleared for
travel by the airline and may require a Fitness to Fly Certificate from your GP. All
requests for medical clearance must be submitted to the airline at least 4
working days before the date of departure. Conditions that require medical
clearance include respiratory, coronary or infectious illness.
■ If you need assistance at the airport: please remember that distances at
many airports can be large and may feature steps. If you are a wheelchair user,
are unable to walk more than 500m unaided or require some assistance at the
airport or when boarding the aircraft, then you must contact us and let us know.
It’s really important that you pre-book your airport assistance with us in advance
so that we have the time to make all the necessary arrangements. To help us
lend a hand, assistance should be booked at least 14 days before your departure
date. You can contact us by phone on 0871 664 0143. Calls cost up 10p/min
from a BT landline. Other operator networks may vary.
■ Wheelchair users: Just so you know, if you’re taking a wheelchair with you
when you fly with us, we will transport this plus one other mobility item free of
charge, in addition to your normal baggage allowance. Battery powered
wheelchairs may be carried and further information can be obtained by visiting
the Civil Aviation Authority’s website at www.caa.co.uk and search for ‘Baggage’. It
is important that all wheelchairs can be easily stored in an upright position when
collapsed for carriage. Battery terminals must be protected against short circuit.
You should bring the operating instructions of your wheelchair to the airport and
you must be able to explain to airline/airport staff how to disconnect the
batteries if the power cannot be switched off. We recommend that customers
have insurance cover for the full replacement value of their wheelchair.
■ Deep vein thrombosis: Travel involving prolonged immobility can cause
problems for some people with bronchial or circulatory problems, such as deep
vein thrombosis (DVT). This occurs when a blood clot forms, usually in the lower
leg. It is a serious medical condition, and needs treatment with blood thinning
drugs or anticoagulants to prevent clots breaking off from the DVT and travelling
to the lungs, causing significant illness and, on rare occasions, death. The risk of
deep vein thrombosis occurring while travelling by air is extremely low. However,
you can take precautions to further reduce the risk. Who is most at risk from
DVT? People with a history of thrombosis, women taking an oral contraceptive
pill or who are pregnant, those recently hospitalised, smokers, the obese, some
patients with congestive heart failure and people with malignant disease.
Dehydration may exacerbate the problem. What can I do to reduce the risk?
Exercise your feet and legs from time to time, or walk around if that is possible.
Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent
dehydration. See your doctor if you believe you might be particularly prone to
DVT. People with other conditions may need special assistance from the airline. If
you have any concerns about fitness, contact your doctor for advice.
■ Oxygen requests: Please contact the relevant airline at least one month prior
to departure for further details on this service.
■ Travelling while pregnant: If you are pregnant you should check with your
doctor that it is safe for you to travel. Different airlines apply different rules to
women who wish to fly during pregnancy. Most airlines allow travel up to the
28th week. If you are more than 28 weeks pregnant at the time of your return
flight, airlines insist on a medical certificate stating your date of confinement that
pregnancy is uncomplicated and you are fit to fly. If you are more than 34 weeks
pregnant at the time of your return flight, they will refuse to carry you. If you are
expecting twins or more, return travel must be completed by the 32nd week of
pregnancy. Please check your travel insurance policy for any restrictions that
apply to travelling whilst pregnant as many policies cover only up to the 28th
week. You should check with your holiday advisor to ensure that you can travel
on your chosen flight.
Montreal Convention: This is a notice required by European Community
Regulation (EC) No. 889/2002. This notice can’t be used as a basis for a claim for
compensation, nor to interpret the provisions of the Montreal Convention or the
Regulation. It doesn’t form part of the contract between the carrier(s) & you &
no representation is made as to the accuracy of the contents of this notice.
Compensation in the case of death or injury: There are no financial limits to
the liability for passenger injury or death. For damages up to approximately
£80,000, the air carrier can’t contest claims for compensation. Above that
amount, the air carrier can defend itself against a claim by proving that it wasn’t
negligent or otherwise at fault. Advance payments: If a passenger is killed or
injured, the air carrier must make an advance payment, to cover immediate
economic needs, within 15 days from the identification of the person entitled to
compensation. In the event of death, this advance payment shall not be less
than approximately £13,000. Passenger delays: In case of passenger delay, the
air carrier is liable for damage unless it took all reasonable measures to avoid the
damage or it was impossible to take such measures. The liability for passenger
delay is limited to approximately £3,300. Baggage delays: In case of baggage
delay, the air carrier is liable for damage unless it took all reasonable measures to
avoid the damage or it was impossible to take such measures. The liability for
baggage delay is limited to approximately £800. Destruction, loss or damage to
baggage: The air carrier is liable for destruction, loss or damage to baggage up to
approximately £800. In the case of checked baggage, it’s liable even if not at
fault, unless the baggage was defective. In the case of unchecked baggage, the
carrier is liable only if at fault. Higher limits for baggage: A passenger can
benefit from a higher liability limit by making a special declaration at the latest at
check-in & by paying a supplementary fee. Complaints on baggage: If the
baggage is damaged, delayed, lost or destroyed, the passenger must write &
complain to the air carrier as soon as possible. In the case of damage to checked
baggage, the passenger must write & complain within 7 days, & in the case of
delay within 21 days, in both cases from the date on which the baggage was
placed at the passenger’s disposal. Liability of contracting & actual carriers: If
the air carrier performing the flight is not the same as the contracting air carrier,
the passenger has the right to address a complaint or to make a claim for
damages against either. If the name or code of an air carrier is indicated on the
ticket, that air carrier is the contracting air carrier. Time limit for action: Any
action in court to claim damages must be brought within 2 yrs from the date of
arrival of the aircraft, or from the date on which the aircraft ought to have
arrived. Basis for the information: The basis for the rules described above is the
Montreal Convention of 28 May 1999, which is implemented in the Community
by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002)
and national legislation of the Member States.
Pre-bookable champagne: For a special treat you can now pre-book
champagne to enjoy during the flight.
Reserved Seating (flights with Thomson Airways): To guarantee seats
together, all passengers in your group must travel on the same booking
reference. For Thomson Airways flights, you will have the opportunity to select
your seat number up front. Once the seating charts for your flights are released,
you will be able to choose from a selection of available seats.
Reserved Seating (flights with other airlines): If you choose Reserved Seating
and do not select your seats, or if you’re not flying with Thomson Airways and
choose Reserved Seating, we will accommodate your party together. We will
make every effort to seat your group on one side of the aisle, although we
cannot guarantee this and you may be seated across the aisle. Reserved Seating
may be unavailable on some flights.
Seats with extra space: You can reserve seats with extra space for your journey.
Some of these seats are located close to Emergency Exit doors, and some are
situated behind a ‘bulkhead’ or dividing wall, where there’s extra space from not
having a seat in front of you. For safety reasons, Emergency Exit seats are only
available to passengers who are able bodied and of suitable size. You must have
no medical conditions and, in the opinion of our cabin crew or check-in staff,
have the strength and full mobility to open the Emergency Exit door. It is a Civil
Aviation Authority requirement that only customers aged 14 yrs and over occupy
these seats. Extension seatbelts cannot be provided on Emergency Exit rows.
Only a limited number of seats with additional space are available.
UK airport lounge access: This service can be pre-booked at the time of
confirming your booking. Airport lounges may not be available at all UK airports
& children under 12 are not permitted in the lounges at Gatwick & Manchester
airports, please check at the time of booking. This service is available on your
return journey from Florida (SFB) airport, & at a selection of other overseas
airports. We’ll try to provide all services on every occasion; however they’re
subject to availability & operational feasibility, dependent on the location, date &
time of travel. We reserve the right to change or cancel these services without
prior notification.
Premium Upgrade – Longhaul
Upgrade to our dedicated Premium cabin and experience our specially designed
seats with a minimum 36” pitch. In addition to the award-winning service offered
by our specially trained crew you can enjoy a complimentary 4 course meal,
complimentary drinks throughout your flight (excluding champagne), reserved
seating in the Premium cabin and your own personal 9” TV screen. To book an
upgrade, please speak to your holiday advisor. Priority check-in for Premium
passengers is subject to availability on the day. We will endeavour to seat your
party together but due to seat configurations and/or size of party this cannot be
guaranteed. Please note that the Premium Service Upgrade is in addition to the
standard low, mid or high supplement. See the Flight pages for more details.
Your Accommodation and Resort
Accommodation Brochure Ratings: Ratings are based on our annual appraisals
and customers’ views taken from the end-of-holiday Customer Satisfaction
Questionnaires. Hotels and apartments are rated from ‘2’ for no-frills, good value
accommodation to ‘5’ for more comfort and a wider range of facilities. There may
be some differences between accommodation that shares the same rating. This
is where our plus rating can be a useful extra guide.
Accommodation Options: Accommodation options are non-refundable once in
resort if the option is no longer required.
Adjacent rooms: Some room types are sold as adjacent rooms. They will usually
share some facilities such as an entrance or a bathroom and are available at
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A-Z Guide