TravelMail Gold General Booking Information

How to Book:

To make a travel reservation all you have to do is phone or email. ‘Members–only’ contact details are shown on TravelMail Gold website and on your membership card. A TravelMail Gold travel consultant will handle your enquiry promptly. TravelMail Gold travel consultants are among the most experienced, highly trained and widely travelled in the travel industry so do be sure to call upon their expertise and advice whenever you need it.

Please read the Booking Conditions below since once your booking is made you will be bound by them. You will only be asked to sign a booking form when you purchase travel arrangements from a Tour Operator/Cruise Company for whom WEXAS acts as a Booking Agent.

How to Pay

Payment by Direct Debit: TravelMail Gold is happy to receive Membership subscriptions via Direct Debit, please call one of our team.

Payment by Debit Card: All types of debit card are accepted for payment for all travel arrangements, premiums for Traveller Insurance and Membership subscriptions.
They are not an acceptable form of payment for mandates. When paying with a debit card please be sure that we have the correct card number, the issue number, the start and expiry date, as well as the correct billing address.

Payment by Bank Transfer: The most efficient method of remitting funds within the UK is either by Chaps payment (same day transfer but normally with approx. £25 bank charge) or by Bank Giro Credit/BACS transfer(normally takes 3 full workings days and there are no charges).

On–line Banking: We welcome on–line banking. Please call for TravelMail Gold account details. Please ensure your booking number and account holders name is quoted as a reference.

Payment by Cheque: All cheques and bank drafts must be in sterling, drawn on a UK bank and should be made payable to TravelMail Gold. (NB. Personal cheques must carry your bank guarantee card number, expiry date, booking number and/or postcode, on the reverse).

Where there is insufficient time for normal cheque clearance (6 full working days) and urgent ticketing is required, we ask for payment by Bank Giro Credit, CHAPS transfer or debit/credit charge card. Sterling cheques drawn on banks outside the UK incur a £20–£100 collection charge plus 1% of the sterling value to be paid at time of booking.

Foreign currency payments cannot be accepted due to exchange rate fluctuations.

Payment by Credit Card: MasterCard, Visa, American Express and Diners Club cards are all accepted, although a transaction costs of 2.1% (credit cards excluding Amex) and 2.5% (charge cards including Amex credit cards) will be added to your deposit and final balance if you pay this way, as opposed to by debit card or cheque. When paying with a credit card, please make sure that we have not only the correct card number, but also the correct billing address and the expiry date and the security code on the reverse of your card. This is especially important if you are sending your booking by fax or email.

Payments from overseas must be made by credit or charge card or by a Sterling cheque drawn on a UK bank. Please note that when you buy a ‘published’ scheduled IATA airline ticket through the TravelMail Gold, it is acting as the airline’s agent and passes the billing information to them so the airline’s name will usually appear on your card statement against the charge and not TravelMail Gold. For discounted tickets and booking fees however TravelMail Gold’s name will appear next to the charge.

In order to protect against credit and charge card fraud AND the need to protect member’s interests, our staff follow stringent security procedures before accepting cards for payment in certain circumstances and we ask members for their understanding should they encounter such procedures.

Late payment of the balance may render your booking liable to cancellation and the application of cancellation charges (See Booking Conditions). At the time of booking your insurance premium is also required and is non–refundable in the event of cancellation

Foreign currency payments cannot be accepted due to exchange rate fluctuations.

Booking Confirmation

On confirmation of your booking you will be provided with a Booking Confirmation, by post or by email, this will outline your itinerary including departure and arrival times. This will also incorporate a statement confirming the amount you have paid and the balance due. Please check all the booking details thoroughly advising your consultant immediately if you believe an error has been made.

E–tickets and Despatch of Documents:

For security and convenience we issue airline tickets as e–tickets where possible; e–tickets cannot be lost or stolen and you can often use automated online or self–service check–in facilities to save time at the airport. Where a booking is issued as an e–ticket you do not receive a traditional ‘paper’ airline ticket with individual flight coupons as the flight details are stored electronically on the airline system.
In this case you will receive an itinerary and e–ticket receipt by email or by post. If for any reason you wish to have a ‘paper’ ticket where an e–ticket is normally available there will be an additional charge, which varies by airline. Your tickets, itinerary and any travel vouchers will usually be sent to you around three weeks prior to departure. Where an airline does not offer e–tickets we will post the original ticket to you by first class post but you may opt for special delivery which will cost from £6 or delivery by courier (please contact us for courier charges that apply for your delivery address). All bookings issued as ‘paper’ tickets within 7 days of travel will be posted special delivery and incur the special delivery charge, from £6, according to service selected. Paper tickets are sent by airmail within Europe unless otherwise requested and for delivery outside Europe we recommend that they are couriered—please contact us for charges.

Early Booking:

To avoid disappointment we recommend that you book as early as possible, especially if you wish to purchase a discounted airfare. Bookings for December departures to South Africa, Australasia, South East Asia and the Caribbean are normally so heavy that unless you book by July/August you may not be able to secure a seat at all.

Late Bookings:

You can usually make a reservation up to the day of departure by telephoning us. Any extra administrative or delivery charges incurred in making a late booking will be charged to you. Where a flight ticket can be issued as an e–ticket there is usually no additional charge for booking late, but where a ‘paper’ ticket needs to issued within 7 days of departure this may be sent by special delivery or courier at the appropriate additional charge or collected from the TravelMail Gold by arrangement. Payment for late bookings by credit or charge card is subject to additional security procedures.

Travel Planner Prices:

All prices are correct as of 01/07/07 but may subsequently fluctuate. You will always be quoted the correct fare at the time of booking. Prices quoted have been calculated using exchange rates provided by Reusch International as of 13/06/07.

Overseas Airport Taxes:

Airfares quoted in this brochure include duties and taxes payable at the time of purchase, unless detailed otherwise. Airport taxes for some overseas cities are payable locally, and the TravelMail Gold will endeavour to advise the correct amounts at time of booking.

Call Monitoring:

Please note that when telephoning TravelMail Gold your call may be recorded for training and quality control purposes.

Passports:

We recommend that your passport is valid for a minimum of 6 months from the date of return of your intended trip and that you have 3 completely blank pages in your passport at all times, 2 of which should be facing, for the purposes of endorsements. We also recommend families obtain individual passports for each traveller. TravelMail Gold is able to process new passport applications or renewals on your behalf, this service costs from £39 per passport and includes special delivery.

Reconfirming Your Flights:

Reconfirmation of flights at least 72 hours in advance of each flight is required by many airlines to prevent them from cancelling your reservation and recommended by TravelMail Gold for all airlines to ensure that flight times have not changed at the last minute. Providing TravelMail Gold with your mobile phone or contact number whilst abroad is also a good idea enabling your travel consultant to advise you of any schedule changes received by TravelMail Gold. If you are unable to travel on a flight please cancel the reservation or “no show” fees may be charged. You will receive a ‘Useful Information and Telephone Numbers’ leaflet with your travel documents, please read this carefully prior to your departure. It is your responsibility to reconfirm your flights directly with the airline.

Baggage, Allowances and Limits:

Baggage allowances vary by airline and by route. The normal check-in baggage allowance is 20 kilos per adult or child. For travel to/from or via North America you are currently allowed 2 pieces of luggage each weighing up to 23 kilos per piece. Some airlines such as Ryanair, Easyjet and Flybe make a charge for each item of baggage that is checked in.

British Airways baggage allowances are as follows:

First and Club World: 3 pieces up to 23 kilos per piece each with a maximum dimension (height+width+length) of 158cm.

Club Europe and World Traveller Plus:

2 pieces up to 23 kilos per piece each with a maximum  dimension eight+width+length) of 158cm.  Euro Traveller and World Traveller ** : 1 piece up to 23 kilos per piece each with a maximum dimension (height+width+length) of 158c.

** for World Traveller flights to/from the USA, Canada, Mexico, Bermuda, Brazil, Nigeria, the Caribbean and Central America: 2 pieces up to 23 kilos per piece each with a maximum dimension (height+width+length) of 158cm.

In addition you may take a small bag on board the aircraft as ‘hand luggage’; the weight allowance varies by airline but is typically around 6 kilos per person.

Any additional luggage carried over these amounts will be charged as ‘excess baggage’; charges are levied either for each extra kilo or for each extra piece of luggage depending on the route. If you plan to take a significant amount of additional luggage with you it is important to contact either WEXAS or the airline in advance as at certain times of year airlines may limit how much additional baggage can be carried.

No single item of luggage may weigh more than 32 kilos (even if you are intending to pay excess baggage charges): airlines will either refuse any items weighing more than this or else will ask you to repack into two or more separate bags that weigh less than 32 kilos each.

Due to heightened security many items are now banned from being carried in hand luggage:

this includes razors, scissors, penknives, nail clippers, sports bats and other sharp or potentially dangerous items. In the USA the Transport Security Administration (TSA) have the authority to open your baggage as part of the screening process. If you decide to lock your checked baggage and the TSA cannot open your baggage through other means, then the locks may have to be broken. TSA is not liable for damage caused to locked bags that must be opened for security purposes.
Please remember to label your luggage both inside and out with your address, email and contact telephone number.

Passenger Data:

Airlines are required by new laws to give border control agencies access to passenger data. Accordingly any information we hold about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country in your itinerary. Our full privacy policy is available on the TravelMail Gold website.

Your Responsibility:

Where, when and how you travel; how you conduct yourself during your period of travel; and under Terms and Conditions you travel, are matters of personal choice and judgement for you and each member of your party to decide. The consequences of your choices and decisions will be the sole responsibility of each of you, for which TravelMail Gold will have no liability to any of you.

Therefore before you book your travel we recommend that you consider fully all the potential risks to person and property; seek whatever independent advice you deem appropriate about each country or area in which you are interested; and decide for yourself to what extent you will rely on such advice. It is your responsibility to decide where to seek reliable independent advice. However we suggest that, among the sources of advice you consult, you should include the travel information and advice services of the UK Foreign

Office at http://www.fco.gov.uk/ or contact them by phone on 0870 6060290.       

It is also the responsibility of each passenger to decide whether and to what extent you should have insurance cover against risks of travel and to judge the suitability and adequacy of any cover and its terms which may be offered to you by TravelMail Gold or any other source.

Impaired Mobility and Disabled Access:

 If any of your party has restricted mobility or is disabled please let us know at the time of making your enquiry so that we can recommend appropriate hotels (e.g. some hotels may only offer stairway access to certain areas), check particular
facilities or make specific arrangements for you as appropriate.

BOOKING CONDITIONS

TravelMail Gold is a trading name of TravelMail Gold Ltd. And your travel booking is with TravelMail Gold Ltd (see About Us)

1) WEXAS (also called in these Booking Conditions the ‘Company’) refers to TravelMail Gold Ltd., Reg. 1820489 whose registered office is situated at 45–49 Brompton Road, London SW3 1DE, England.

2) PACKAGE: this has the same meaning as in the Package Travel, Package Holidays and Package Tours Regulations 1992. Copies are available on request.

3) CONSUMER PROTECTION: Except when tickets for scheduled flights are sent to you within 24 hours of payment being accepted or payment is made direct to airlines, the air holidays and flights sold to you are protected under the Air Travel Organiser’s Licensing (ATOL) scheme which protects you in the unlikely event that the company providing your arrangements fails financially. When WEXAS acts as Agent for another Principal that company’s ATOL protects you against their insolvency and will ensure that you are not stranded abroad or will receive a refund of any monies you have paid for a future booking. When you book a package arranged by WEXAS our ATOL (No. 2783) will apply. WEXAS is also a member of ABTA (No. 91989) who protects other arrangements booked by WEXAS as Principal and monies paid to us as an Agent in the event of our insolvency.

4) ARRANGEMENTS: Travel tickets/vouchers are issued subject to any carriers’ or operators’ or other applicable conditions and regulations. Copies are available on request.

5) REFUSAL: The Company reserves the right to decline any booking application for any reason which, at its discretion, it may consider reasonable.

6) CONTRACT: Your contract will either be with WEXAS or another supplier of travel services depending on the type of arrangements you book: Your contract will be with WEXAS if we arrange a ‘package’ at least two or more of the following services when services are taken together and also either cover a period of more than 24 hours or include overnight accommodation: (a) transport; (b) accommodation; and (c) other tourist service not ancillary to transport or accommodation which account for a significant part of the arrangements. For all other arrangements, WEXAS are the Booking Agent for a number of suppliers. Your contract will be with the supplier (Principal) named on your Booking Confirmation. Copies of the conditions of your contract with your supplier are available on request from us and we recommend that you ask for them and read them before you book so that you are aware of how they may affect your booking. Your contract with WEXAS is made as soon as we post/email your Booking Confirmation. The construction, validity and performance of your contract of which these Booking Conditions and the Booking Confirmation are part, when you make a booking with the Company, will be governed by the Law of England. You may however, choose the law and jurisdiction of Scotland or Northern Ireland.

7) PASSENGER: This means the person making the booking and every person included in the party. When you make a booking you guarantee you have the authority to accept, and do accept on behalf of your party, the Terms and Conditions of these Booking Conditions.

8) PASSPORTS, VISAS, IMMIGRATION REQUIREMENTS: Passengers are responsible for ensuring that their passports are valid, in force, and appropriately visaed and that they are in possession of all necessary documentation and inoculations. Previous criminal convictions may affect your rights to travel without a visa to certain destinations (for example, but not exclusively, the USA). WEXAS is able to give advice on such requirements at the time of booking. You are also recommended to read the D.O.H. leaflet ‘Advice on Health for Travellers’. WEXAS recommend that you seek the advice of your GP before travelling. The Company does not accept any responsibility if you cannot travel because you have not When acting as Booking Agent, the Company reserves the right to pass on any price increases in accordance with the Terms and Conditions of the contract with your supplier. When making flight only bookings, WEXAS reserves the right to pass on any price increases imposed by the airline.

11) WEXAS reserves the right to levy an administration fee for travel bookings paid for by credit or charge card and to amend service and transaction charges and fees as stated in this brochure or elsewhere at any time, subject to notification to the passenger at time of booking.

Booking Conditions and transaction fees, including any changes throughout the year
will be published on www.wexas.com/

12) TOTAL DUE (E&OE): A Booking Confirmation is issued by WEXAS on the basis
Errors & Omissions are Excepted (E & OE). If there is an obvious error on the Booking Confirmation WEXAS reserve the right to correct the error and will notify the passenger within 7 days of issuing the Booking Confirmation and not later than 24 hours before departure. You will be entitled to a full refund if any of these changes are unacceptable.

13) BOOKING DETAILS: When a booking is made all details will be read back to you.
Please check that all names (as per passport), dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the amendment/cancellation charges outlined on page 259.

14) SAFETY/SECURITY: WEXAS gives no representation or warranty concerning the safety or security of person or property or the political, military, economic, religious or cultural conditions or any other condition affecting travel in any country to or in which passengers choose to travel and shall not be liable to you or any party member for any loss suffered in any way as a direct or indirect result of any lack of safety or any insecurity of person or property or any such conditions. You will indemnify WEXAS against any liability to or claim by any party member for such loss including any cost or expense incurred by WEXAS in connection with any such liability or claim.

15) LIABILITY: As Booking Agent we accept no responsibility for the acts or omissions of the Principal or for the services provided by the Principal. 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 £5,000 or the costs of your travel arrangements whichever is the higher amount. 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) The Montreal or Warsaw 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 or loss of or damage to luggage. We are to be regarded as having all benefit of any limitation of complied with any passport, visa or immigration requirements. The passenger shall have no recourse against the Company and the conditions of cancellation outlined on page 259 shall be enforced.

9) INFANTS: In accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.

10a) YOUR HOLIDAY PRICE: We reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. If an element of your holiday is priced in a foreign currency the exchange rate used to convert to Sterling will be shown on your Booking Confirmation.

b) DEPOSIT/PAYMENT: Deposits are non–refundable, unless we are unable to confirm your original booking request. Final payment of any balance is due a minimum of 60 days before departure. At the time of booking you will have to make full payment for flight tickets that require immediate issue, otherwise WEXAS requires:
(i)  Flight or rail only: A minimum of £125 per person. Please note that all airfares and taxes are subject to increase until full payment is received and tickets issued; it is therefore to your advantage to finalise payment as soon as you can after booking.

However, government imposed taxes additional to the fare may be imposed or increased without notice at any time up to the departure date.

(ii) WEXAS arranged ‘package’ or group booking: A minimum of £250 per person, or 15% of the total holiday price, whichever is greater.

(iii)   Hotel only: A minimum of £30 per person per hotel.

(iv)  Car rental only: A minimum of £30 per rental.

(v) When WEXAS acts as Booking Agent you will be required to pay a deposit or full payment for your booking required by the Principal and advised to you at the time of booking. Final payment is due on or before the due date notified to you. If final payment is not received by the due date, we will notify the Principal who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

c)SURCHARGES: Changes in transportation costs (including 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 the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. 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 (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.

We will consider an appropriate refund of insurance premiums paid if you show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. 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.

compensation contained in these conventions. Copies of the transport companies’ contractual terms, or the international conventions, are available on request.

Under EU law 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 of these rights will be publicised at EU airports and will also be available from airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of the airline and will not  automatically entitle you to reimbursement of the cost of your holiday from us or your supplier if we are their Booking Agent. Your right to a refund and/or compensation from us is set out in clause 18. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount.

16) BAGGAGE: All personal belongings are the passenger’s responsibility.

17) IF YOU CHANGE YOUR BOOKING: Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If, after our Booking Confirmation has been issued, you wish to change your travel arrangements in any way, we will do our best to make changes requested but it may not always be possible. You will be asked to pay an administration fee of at least £15 and any further cost we incur in making this alteration. You should be aware these costs could increase the closer to the departure date that changes are made by you.

For travel arrangements booked by WEXAS as Booking Agent with other Principal suppliers their Terms and Conditions will apply; you agreed to by signing their booking form or as advised to you at time of booking.

18) IF YOU CANCEL YOUR BOOKING: 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.

WEXAS package: Where a ‘package’ is purchased cancellations are based on the first date of departure of the entire itinerary. Since we incur costs in cancelling your arrangements you will have to pay the applicable cancellation charges up the maximum shown below, whether invoiced as a single inclusive total price or as individually priced components on your WEXAS booking confirmation and unless stated otherwise on your booking confirmation, based on the date of receipt of written cancellation by WEXAS prior to departure:

60 days or more: Minimum loss of deposit
59–43 days: 30% minimum of total holiday cost
42–29 days: 60% minimum of total holiday cost
28–7 days: 90% of total holiday cost
Less than 7 days: 100% of total holiday cost

Please note that specific items sold as part of a package may have more restricted cancellation conditions; for example some flights are non-refundable from the date of full payment being made and some rail journeys are non-refundable if cancelled 30 days or less prior to departure.
Please note that airlines are increasingly levying charges against passengers who fail to check–in for confirmed reservations, i.e. ‘no shows’.

Airline ticket cancellation other than for WEXAS packages: for all confirmed bookings cancelled before receipt of full payment on any particular ticket(s) the booking deposit is forfeit. For cancellation after full payment charges will apply according to the rules of the individual ticket; cancellation charges are per ticket and vary from a minimum of £125 up to 100% of the price paid. Cancellation fees for flight tickets will be detailed on your booking confirmation. Other than fully flexible tickets there is no refund of part-used tickets or if the reservation is not cancelled prior to the first flight. Please note that it is your responsibility to advise either WEXAS or the airline if you don not wish to travel on a flight booked; failure to do so can result in the cancellation of all onwards flights and the forfeit of any ticket refund that may apply. Please note that all flight cancellations must be notified in writing to WEXAS prior to the day of departure.

WEXAS Contract hotels: Where a pre-paid WEXAS contracted hotel (as opposed to arranged through an operator or ‘principal’) is shown as an individually priced component on your WEXAS booking confirmation the following scale of charges apply, based on the date of receipt of written cancellation by WEXAS prior to arrival:

15 days or more: minimum loss of deposit
14–7 days: the cost of 1 night’s accommodation
7 days–48 hours 50% of total hotel costs or the cost of 1 night’s
accommodation, whichever is the greater
Less than 48 hours or once stay has commenced: 100% of total hotel cost

Individual components other than flight tickets (e.g. car hire, tours, rail tickets):
when shown as individually priced components on your booking confirmation and not part of a ‘package’ the cancellation charge will vary according to the individual component booked; cancellation charges vary from a minimum of £30 or the cost of one night’s accommodation up to 100% of the price paid. Cancellation fees for individual components will be detailed on your booking confirmation. No refunds will be given for partially used services such as late collection or early return of hire cars or late arrival or early departure from hotels and tours or in the event of ‘noshows’.  WEXAS acting as Agent: For travel arrangements booked by WEXAS as Agent with other Principal suppliers their Terms and Conditions will apply.

19) IF WE CHANGE OR CANCEL YOUR BOOKING:
If WEXAS are acting as Booking Agent, your contract with your suppliers may allow them to cancel bookings. Where this occurs, we will ensure that you are promptly notified of any significant changes, but accept no liability for the changes or costs incurred which may result. For all other arrangements WEXAS aim to provide your holiday as booked, but because we plan the arrangements many months in advance, occasionally we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date, if there is time before your departure. Minor changes include alteration to your outward/return flights by less than 12 hours, changes to aircraft type or airline used and change of accommodation to another of the same standard. Your Booking Confirmation will show the latest planned flight timings. Your actual flight timings will be shown on your ticket or e–ticket itinerary, which you should carefully check as soon as you receive it.

In accordance with EU regulation 2111/2005 we are required to advise you of the actual carrier operating you flights/connecting flight/transfer. We do this by naming the carrier to be used on your booking confirmation and itinerary. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all at check-in or at the boarding gate.

If WEXAS makes a major change to a WEXAS ‘package’, or is unable to provide the travel arrangements, for which a booking has already been made, it will inform passengers without delay and will offer the choice of either accepting the change which must be of at least comparable standard, if available, or of receiving a prompt and full refund of all money paid except for the insurance premium, if applicable. Any such refund will be sent within 14 days. In all cases, except where the major change arises due to reasons of force majeure, WEXAS will pay compensation on the scale below.  WEXAS also reserves the right in any circumstances to cancel your travel arrangements. WEXAS will not cancel travel arrangements after payment of the balance of the price unless it is necessary to do so as a result of force majeure or failure by you to pay the final balance.

In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:

Days Before Departure: 60+ 59–29 28–15 14–0
Amount per Passenger £0 £25 £35 £45
This standard payment does not affect your statutory or other legal rights.

Force Majeure:
This means that WEXAS 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, for example, war, threat of war, riots, civil disturbances, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, epidemics, health risks, adverse weather conditions.

20) REFUNDS/TICKET REFUNDS: Except for cash payment, any refunds due (for whatever reason) will be refunded by the same method as the original payment: payment by cash will be refunded by cheque. Tickets returned will be presented to the respective airline or Principal for a refund and will be sent to you within 14 days from receipt from any Principal less their cancellation or administration charges plus a £25 administration charge made by WEXAS. This process usually takes around 6 to 8 weeks but can occasionally take longer. Tickets returned more than one year from the date of issue may be classed as expired by the airline or Principal and may have no refund value. Airline refunds for partly used tickets and the return portion of round–trip tickets are always less than the pro rata amount and in some cases may have no refund value whatever. Tax only refunds for non–refundable airline tickets will attract a WEXAS administration charge of £25 per ticket.

21) COMPLAINTS: If WEXAS acts as Booking Agent, your contract with your supplier may have a complaints procedure to follow. Please note that it is the passenger’s duty to complain to suppliers of services (e.g. airlines, hotels, tour operators and car rental companies) at the time any problem arises, in order to try to rectify any problem and also to protect WEXAS’ subsequent ability to take up any complaint on behalf of the passenger. In the event of a dispute between a passenger and WEXAS, correspondence relating to the complaint from the passenger will be acknowledged by WEXAS no later than 14 days from receipt and a full reply will be sent no later than 28 days from receipt (or at least a reply containing a detailed explanation for the delay). The final date for dealing with correspondence will be 56 days from the date of receipt of the complaint.

22) ARBITRATION: Disputes arising out of or in connection with this contract which cannot be amicably settled may (if you wish) be referred to Arbitration under a special scheme which, though devised by arrangement with ABTA is administered quite independently by the Chartered Institute of Arbitrators. The scheme (details of which will be supplied on request or can be obtained from the ABTA website http://www.abta.com/) provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the passenger in respect of costs. The Scheme does not apply to claims for an amount greater than £5,000 per person or £25,000 per booking. Neither does it apply to claims that are solely or mainly in respect of physical injury or illness. The rules of the Scheme provide that under normal circumstances the application for arbitration must be made within nine months of the date of return from the trip.

 


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