The following booking conditions form the basis of your contract with One Traveller Limited. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read these booking conditions and agree to them.
A contract is only entered into when One Traveller Ltd. has issued a Holiday Confirmation Invoice either electronically or by post. The Holiday Confirmation Invoice is issued once we have received your deposit payment.
A completed and signed Booking Form must be returned to us as soon as possible to ensure we have your correct and up-to-date details. This then enables us to comply with the appropriate authorities and their requirements.
2.1. An initial deposit is required together with your booking. The amount of deposit required depends on the type of holiday you are booking. The balance payment due date on a holiday also varies depending on the holiday you are booking. The following table details both these things:
(number of weeks prior to departure)
HOLIDAYS COSTING £5000 OR OVER
If you are booking within the balance due date the full amount is payable. If the monies are not paid in time, we reserve the right to cancel your holiday and apply the cancellation conditions as set out in Paragraph 3.
If we are unable to confirm a particular hotel or cabin grade stated in our brochure or website, we will endeavour to secure an acceptable alternative of a similar standard. If we are unable to confirm your holiday on your preferred date we will do our best to move you to an alternative date convenient to you, alternatively any monies paid will be refunded in full.
2.2. If making a part payment towards your balance, the smallest amount we accept is £350.
2.3. We reserve the right at our discretion to decline any booking application.
3.1. You may cancel your holiday at any time, provided that the person named on the booking form confirms the cancellation in writing. Your cancellation is taken from the date we receive your letter or email (email@example.com).
3.2. As cancellation incurs administrative costs and many suppliers require advance payments, we will apply cancellation charges as set out below:
Cancellation charges for all UK One Traveller holidays:
|More than 42 Days||* 50% of your initial booking deposit|
|Between 29 – 42 Days||50%|
|Between 22 – 28 Days||75%|
|Between 0 – 21 Days||100%|
Cancellation charges for all European One Traveller holidays:
|More than 70 Days||* 50% of your initial booking deposit|
|Between 49 – 70 Days||50%|
|Between 36 – 48 Days||75%|
|Between 0 – 35 Days||100%|
Cancellation charges for all Long Haul One Traveller holidays:
|More than 84 Days||* 50% of your initial booking deposit|
|Between 70 – 84 Days||50%|
|Between 36 – 69 Days||75%|
|Between 0 – 35 Days||100%|
Cancellation charges for One Traveller cruise holidays:
|More than 105 Days||* 50% of your initial booking deposit|
|Between 71 – 105 Days||60%|
|Between 56 – 70 Days||75%|
|Between 29 – 55 Days||85%|
|Between 0 – 28 Days||100%|
¹. This is the period before departure within which the written cancellation is received.².
This is the cancellation charge shown as a percentage of the holiday price. Please note that the remaining 50% of your deposit will be credited to you against a future holiday booking.
* Please refer to point 4 (DEPOSIT GUARANTEE SCHEME)
3.3. However, we will endeavour to recover payments made to our suppliers which will be returned to you after taking into account local cancellation penalties and after deducting a reasonable amount for our administration costs.
3.4. Please note that fares paid for flights from regional airports and flight upgrades are not recoverable.
If you cancel your holiday prior to the balance due date stated on your invoice your deposit will be protected by us under our ‘deposit guarantee scheme’ as long as the cancellation is not a result of non- payment or any other breach of these terms and conditions. This means that 50% of your original deposit paid to us at the time of booking will be kept on our system as a credit meaning that you can use this as part of a deposit or towards a balance on another holiday.
For the avoidance of doubt, only 50% of the original booking deposit (as detailed earlier in these terms and conditions) will be entered into the deposit guarantee scheme, flight upgrade part payments are not part of the guaranteed deposit scheme.
The deposit guarantee cannot be exchanged for cash.
Your deposit guarantee can be used by you or passed to a friend providing that you advise us of this in writing.
Deposit guarantee credits must be used within two years of the holiday cancellation date.
5.1. One Traveller Ltd. tries never to cancel a holiday. If the number of passengers on a particular date is too low we will, subject to a minimum of 42 days warning, either cancel the departure and offer an alternative date or offer a full refund.
5.2. One Traveller Ltd. cannot be held responsible for any additional services including flights which you book outside the terms of your itinerary or our brochure or website. Please note that all flights can be subject to change.
6.1. Occasionally we have to make changes for reasons of flight cancellations, schedule changes or ‘force majeure’. Except where otherwise expressly stated in these booking conditions, we cannot accept any liability or pay any compensation if we have to cancel or change your holiday for reasons of ‘force majeure’. In these booking conditions, force majeure means any event which we or our suppliers could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and similar events outside our control.
6.2. Your booking is accepted on the understanding that you realise that the tourism infrastructure in relation to both travel and accommodation in other parts of the world may be lower than you would expect in the UK. No refunds will be given for services not utilised.
6.3. If there is a minor alteration then we will try to notify you, though we are not obliged to do so, nor are we obliged to pay compensation. For clarity, a minor alteration on a flight time change is less than four hours.
6.4. As you are part of an organised holiday, the Tour Manager may at any time during the course of a holiday terminate the participation of a member of the party if he/she reasonably considers it necessary for the health and safety of that person or should their behaviour be disruptive or aggressive towards any other members of the party. In this situation, the person(s) concerned will be required to leave the accommodation or other services. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
7.1. We reserve the right to apply surcharges to our holiday prices only where we believe it is unavoidable and only in the event of:
i) Governmental action, ii) Airport charges, iii) Aircraft fuel costs, or iv) Extreme currency fluctuations.
7.2. Once we have sent you a Holiday Confirmation Invoice no surcharges will be made.
8.1. Should you suffer death, personal injury or illness arising out of an activity forming part of your holiday arrangements we will accept responsibility unless there has been no fault on our part or our suppliers’ or the cause was your own fault, or one which neither we nor our suppliers could have anticipated or avoided even with all due care being paid.
8.2. Where death or personal injury is suffered in the course of air, road, rail or sea travel we limit our liability to compensate you in accordance with the relevant international law conventions.
8.3. Where the cause of death or personal injury is the act or omission of our agents, suppliers or sub-contractors our acceptance of liability is subject to you assigning to us your rights against them and to your co-operation with us in any legal action we may wish to take against them.
8.4. The maximum liability for any claim other than for death, personal injury or illness will be limited to the price paid for the holiday.
8.5. All personal identification documentation when posted by us within the UK by Royal Mail Special Delivery and is tracked at all times. One Traveller cannot be held responsible for any financial implications should any items be lost or stolen in transit causing you to be unable to travel.
8.6. If any international convention applies to or governs any of the services or facilities arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and / or the amount (if any) of compensation payable to you by us will be limited in accordance with and /or in an identical manner to that provided for by the international convention concerned. International conventions that may apply include:
In respect of carriage by air, the Warsaw Convention and the Montreal Convention for international travel by air
In respect of carriage by sea, the Athens Convention 1974 (as amended)
Where carriage is performed on inland waterways, the liability of the carrier to all passengers shall be determined in accordance with the Convention on Limitation of Liability for Maritime Claims. The limit for claims involving death or personal injury is 175,000 SDR per passenger per carriage. The Strasbourg Convention (as amended) applies to vessels navigating on waterways located in the territory of a state party which limits passenger claims involving death or personal injury to 60,000 SDR per person subject to a maximum of 6,000,000 SDR.
It is an essential condition of you booking a holiday that you take out adequate holiday insurance covering at least circumstances leading to the cancellation of your booking and providing sufficient medical cover for illness or injury and repatriation while overseas. You must provide us with the name of your insurers, your policy number and their 24-hour emergency contact number before you travel. One Traveller Ltd will not be liable for any costs incurred by you due to your failure to take out suitable travel or cancellation insurance from the date of booking.
If you have any complaint whilst on your holiday you must make it known at the earliest opportunity to your Tour Manager who will endeavour to rectify the situation. You can expect your Tour Manager to communicate with the necessary suppliers and the office on your behalf. If they are unable to resolve the problem to your satisfaction during the holiday you should contact the One Traveller Head Office on your return if you feel that your complaint has not been dealt with properly. You must notify us in writing within 30 days of your scheduled date of return and we will do our best to reach an amicable solution quickly. If you do not follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and may refuse to entertain your claim.
We are a member of ABTA, membership number Y3177. 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 arising out of, or in connection with this contract which is approved by the Chartered Trading Standards Institute. The scheme is a simple method of arbitration on documents alone with restricted liability on you for costs. If we can’t resolve your complaint, please visit 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 their website.
ALL PACKAGE HOLIDAYS BY AIR
Our ATOL number is 9718. When you buy an ATOL protected 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 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 (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. For more information about ATOL visit www.atol.org.uk and for information about the CAA, visit www.caa.co.uk or call 020 7453 6424.
ALL PACKAGE HOLIDAYS WHICH DO NOT INCLUDE FLIGHTS (INCLUDING CRUISES DEPARTING FROM UK PORTS)
If your holiday does not include flights ABTA will financially protect your holiday. Protection is provided by way of a bond held by ABTA as we are a fully bonded member (ABTA number Y3177). These holidays are not protected under the ATOL scheme but your money is protected in the same way by these arrangements in the unlikely event of our insolvency, except that, if already abroad, you will be returned to the point where your contracted arrangements with us commenced. Please go to www.abta.com for a copy of the guide to ABTA's scheme of financial protection.
If you book one of our holidays by air but choose to arrange your own flights this will not be covered under the ABTA or ATOL schemes.
All matters arising from your contract with us are governed by English law and are subject to the exclusive jurisdiction of the English Courts.
13.1. Please note we reserve the right to use images supplied by our travellers and Tour Managers for use within our marketing material such as brochures and online.
HOTELS AND THEIR RATINGS
13.2. The hotel ratings stated are based on local tourist authority standards and may not be equivalent to the same standards used in the UK.
13.3. The amenities and facilities advertised for each hotel may at times be unavailable or change without notice.
14.1. If you have special needs/allergies (e.g. dietary requirements, flight seat preference etc.) please let us know at the time of booking. Whilst we will make every effort to meet your requests they nevertheless cannot be guaranteed.
14.2. Guests wishing to make visa applications prior to full balance payment are required to pay the visa application fee as displayed on the holiday page of the brochure and on our website. These costs are subject to change without notice.
15.1. You have certain responsibilities in relation to your booking, these are set out below. You are liable for these to the extent that you fail to perform them.
You must ensure that you have all the necessary documentation to complete your journey. Travellers with full British passports should ensure that they have sufficient pages for entry and exit stamps and ensure where required that their passports have at least six months to run after return to the UK. The entry requirements for British Citizens may differ to those for British Subjects, British Dependant Territories Citizens, British Nationals (Overseas Citizens), British Protected Persons or any other British passports. Please check your passport carefully and if you are not specifically a British Citizen with a UK issued passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) you are travelling to or through. Nationals of other countries should check requirements with the relevant embassies. The names that appear on your airline/cruise tickets should be the same as the names in your passport. On your booking form you must notify us of the names as they appear in your passport. If the names in your flight/cruise reservations are incorrect they may not be easy to change and may incur charges.
Travellers with reduced mobility or a disability: overseas accommodation and overseas transport arrangements. The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. Furthermore the natural terrain and the layout of some resorts can sometimes make life difficult for wheelchair users.
It is therefore important, if you have any disabilities, that the appropriate enquiries are made about the suitability of particular accommodation, resorts, transport and services and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied, this may be the case either before you go or when you arrive in resort. We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.
For customers who require support or advice prior to booking, please contact our special assistance team who will contact our suppliers for further information.
It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org. Information on health is also contained in the Department of Health leaflet Health Advice for Travellers available from the Department or via its website www.dh.gov.uk. For holidays in the European Economic Area, you should obtain an EHIC (European Health Insurance Card) prior to departure. This is correct at time of going to print however this will change once the United Kingdom leaves the EU.
You must ensure that you arrive in good time to board the flight/vessel to your destination country and that you are ready on time for other transfers and forms of transport. If you miss a transfer or the departure of your flight/cruise we will try to arrange alternative transportation for you but we reserve the right to recover any additional costs that we incur as a result of you failing to arrive in good time. On our flight holidays if you are not flying from our main departure airport: in the event that your flight is cancelled on the day of travel you must notify our office immediately so we can organise an alternative for you.
Should you decide not to take the alternative arrangements offered to you by One Traveller no refunds will be offered. Please note that all flights are subject to change. We cannot be held responsible for flight changes.
15.5. Security and Safety
You must seek your own advice regarding safety and security: before you travel overseas, check the Foreign and Commonwealth Office website for essential travel advice, tips and up-to-date country information.
If after receiving our confirmation you wish to change your travel arrangements in any way, such as a change of departure date or airport, we will do our best to make the change but it may not be possible and some flight costs may not be recoverable. Please contact us in writing if you do wish to make changes. You will be asked to pay an administration charge for the cost we incur in making these alterations as well as any additional costs of the new arrangements.
One Traveller reserves the right to amend the Terms and Conditions at any time as is necessary and updated terms will be included with your holiday confirmation.
ONE TRAVELLER LIMITED Registered office address: 155 Wellingborough Rd, RUSHDEN, NN10 9TBTel: 01760 722 011 Website: www.onetraveller.co.uk email: firstname.lastname@example.org
One Traveller is fully GDPR compliant and we have taken all measures necessary to ensure all guests personal data is stored securely and only passed on to suppliers both within and outside of the EU for the purposes of fulfilling your holiday. By agreeing to the booking conditions, you are consenting for One Traveller Limited to pass your details to third parties. This movement of data is essential to allow the fulfilment of the contract between One Traveller Limited and the customer.
Please note on occasion special category data such as health and medical history may be processed, this will allow One Traveller staff to aid in safeguarding customers during their holiday and ensure that any special requests are met, this information will be collected by One Traveller staff and only passed to the Tour Manager. Special category data will only be disclosed to another party if the need to protect an individuals’ life or liberty occurs, such as a medical emergency.
Upon completion of your holiday your data will continue to be stored securely, if you wish to be removed from our systems please request this in writing upon your return.