1. Our Agreement with You
The following terms and conditions form the basis of your contract with Tailor Made Travel UK Ltd trading as Tailor Made Direct Holidays. Tailor Made Direct Holidays acts at all times as an agent of Alfendo Ltd. Many of the flights on this website are ATOL Protected, since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. Alfendo Ltd's ATOL number is ATOL 4110. When you buy an ATOL protected flight or flight plus sale 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. A flight plus sale will occur when you book flights through us and accommodation or car hire in association with the flights on the same or next day.
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 (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 book non air travel arrangements, your financial protection will be provided by our membership of ABTA, membership number W3438 All travel arrangements on this website are sold subject to the following conditions.
When you wish to confirm a booking, you are acknowledging your understanding and acceptance of our terms and conditions on behalf of everyone in your group and the conditions of the suppliers you choose to book. We only act as a booking agent between you and our suppliers, we do not sell package holidays subject to the 1992 Package Travel Regulations. Each service you book, whether a flight, accommodation car hire or other services is a separate booking and independent of any other services booked at the same time.. All travel arrangements that include scheduled flights are based on scheduled IATA airlines and are subject to their conditions of carriage. Copies of these conditions may be requested in writing. For Low-cost airlines conditions, please see the airlines website.
3. Deposits & Payment
(a) When making a booking involving flights, we will require a minimum deposit of £75 per person. However some airlines require immediate full payment and you will be advised at the time of booking the amount of deposit required. In addition a deposit of £25 per person will be required in respect of any hotel arrangements and full payment is required at time of booking for transfers. We will then send you a confirmation invoice, after which a contract exists, subject to English law unless otherwise agreed. We will require payment of the remaining balance as shown on your confirmation invoice, not less than eight weeks before your departure from the UK. If you book within eight weeks of departure from the UK we will require full payment at the time of booking. Deposits are non-refundable and should you fail to pay the money when it is due we reserve the right to cancel your booking and retain the deposit that has been paid. Travel documents will not be released until we have received full payment.
(b) Airline Ticket Deadlines - Airlines may on occasion request that payment be brought forward in which case we will notify you of this change of payment date. This usually occurs when an airline withdraws a fare and requests that all tickets at the old fare are issued by a particular date. Regrettably your booking cannot be held after this ticket deadline date and will have to be cancelled if payment is not made.
4. Cancellation by You
If you need to cancel a confirmed booking you must contact by telephone or by email. Any cancellation request will not take effect until received by us. We will then contact your supplier and advise them of your instructions to cancel.
Cancellation charges vary depending on the services booked and will be clearly stated at the time of booking. In all cases we will charge a minimum cancellation fee of £75 regardless of the value of the service cancelled in addition to the charges imposed by the supplier. In some cases it may not be possible to offer any refunds for certain services such as air tickets once a booking has been made. Please ensure you are certain of the fees applicable to your booking by asking before proceeding to book your arrangements.
5. Alteration by You
If you wish to make a change to a confirmed booking please contact us, we will contact the supplier and advise you if the change is possible. Any changes made up to 56 days before departure will incur a minimum charge of £75 per change. In some cases airlines require tickets to be issued on booking and where tickets have been issued changes may be treated as a cancellation and will be subject to the charges shown in section 4. However, within 56 days of departure any changes may be treated as a cancellation and may be subject to the charges shown in section 4.
Please Note: A change to the travel departure date once confirmed, is regarded as a cancellation and rebooking, not an alteration to the booking. Some suppliers, particularly airlines, whose special fares in some cases are non-refundable, may consider a name or other change to an existing booking, as a cancellation and rebooking, with up to 100% cancellation charges.
For hotel bookings, name changes may be made up to 56 days before departure for a fee of £75, thereafter the supplier may charge additional fees, please ask for further details which vary between suppliers
No refunds will be given for unused services unless an amendment or cancellation has been made in which case the charges shown above will apply.
6. Cancellation by your suppliers
We aim to ensure the travel arrangements you have booked operate without any changes, however, it is possible that cancellations or changes may be made beyond our control by airlines, hotels or other suppliers. We will notify you as soon as we are informed of a cancellation and you will be offered an alternative or a full refund. If your chosen alternative costs more, you must pay the difference
As we only act as a booking agent, particularly in the case of air tickets, we may not be notified of a major change before you travel. However, where we are notified, we will advise you as soon as is reasonably possible. If the changes are not acceptable to you, we will offer you an alternative if available, or a full refund, if permitted by airline/supplier. If your chosen alternative costs more, you must pay the difference.
8. Lost tickets or vouchers
If your travel documents have not been received by you at least 10 days prior to departure, or you have mislaid your travel documents, you must inform us. Failure to do so may result in additional charges as special arrangements will have to be made.
9. Changes in Price
The prices shown are correct at the time of publication. You will be notified of any changes to these prices at the time of booking. We reserve the right to increase the price after booking if any increase in price occurs in respect of any additional charges raised by your supplier. Most suppliers try to avoid surcharges and airlines, for example, will not increase the fare after the ticket has been issued unless due to government actions. For other suppliers, costs may vary due to currency fluctuations or new government taxes and this will be clear in their own booking conditions. If you fail to pay a surcharged amount the supplier may cancel your booking without further notice. If a surcharge is raised, we reserve the right to charge an administration fee of £1 per person
10. Our Liability
We pleased to accept responsibility for any loss, personal injury or death caused by our own proven negligence. However in respect of the travel arrangements themselves and any claims that may arise from them, we are unable to accept responsibility and any claims must be addressed to the supplier or to your own insurance company.
11. Complaints Procedure
If you have a problem during the course of your holiday, you must inform the supplier of the service or telephone our offices immediately, failure to do so may reduce or extinguish any possible claim. We will offer help and assistance to put things right as soon as possible. We will acknowledge all complaints on their receipt and contact the travel supplier on your behalf and ask them to deal with you promptly and efficiently. As we act as a booking agent only, we are unable to accept responsibility for any perceived deficiencies in the services provided.
If you feel we have not resolved your dispute to your satisfaction we can refer the matter to arbitration under a special scheme which although devised by arrangement with the Association of British Travel Agents (ABTA), is administered independently by the Association of Independent Arbitrators. The scheme does not apply for amounts greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims that are solely or mainly in respect of physical injury or illness. The application for arbitration must be made within 18 months of the date of return to the United Kingdom. Alternatively, you may wish to take any dispute to the Small Claims Court. Full details of the Arbitration scheme can be obtained from: ABTA, 30 Park Street, London SE1 9EQ
12. Data Protection Act 1998
By making a reservation with us you agree to the use and disclosure of the information you provide for the following purposes: to enable us to process your booking (when it may be transferred abroad), if you purchase insurance we may process your information and pass it to insurers, for market research and analysis, to avoid fraud and to enable us to contact you by letter, telephone or e-mail with details of our products or those of our suppliers.
13. Important Information
The products available on this web site are only available to UK residents or those who have visited the UK in the last 12 months prior to departure. Your booking on this website is conditional on you accepting our terms. If you do not agree with any part of them you must not proceed with your booking. By clicking on the “confirm” button you accept that you have read, understood and accepted our terms. If there is any part that you do not understand, or if you have a query on the flight or any product, please contact our web help desk on: 0344 984 0828, or you can e-mail us at email@example.com
The prices for services offered on this website are in pounds sterling. A compulsory charge for airline protection cover will be added to your booking unless you have advised us you have alternative cover and we have a copy of your policy. The charge insures all passengers on this booking against repatriation costs in the unlikely event the carrier you are booked to travel with becomes insolvent or otherwise ceases to trade.
We reserve the right to refuse any reservation without notice or to advise of fare discrepancies within 2 working days (excluding Bank Holidays) of the reservation being made.
Due to suppliers providing direct hotel content to this website. we cannot guarantee the accuracy of all the content and advise all users to recheck details/locations of hotels. We accept no responsibility for any errors associated with the above.
Credit and debit card payments
A 2.5% charge for payment by Visa or MasterCard, 3% for American Express or Diners Cards will be added to your invoice when you select your chosen payment method. The credit card information is validated after the transaction is finalised. Dispatch address for tickets must be the same as the billing address for the card.
Check in and flight times
Timings shown are local times based on the 24 hour system and may change during periods according to the individual country’s daylight saving policy. Flight times on this website are for guidance only and are subject to change. Actual flight times will be shown on your flight ticket. It is important that you check your flight details and times on receiving your tickets. We advise you to check-in in plenty of time before departure. For European flights the normal check in time is at least two hours before flight departure and for transatlantic flights 3 hours. We also recommend that you reconfirm your return journey with the carrier’s local representative 72 hours before your return flight. Air transport regulations require that the spelling of your name on your ticket is identical to your passport.
In 2004 a new Europe wide law relating to denied boarding, delays and cancellations came into force. This may give you rights to care and in some cases compensation if you are affected. Full details of these rights are available at all EU airports and from the airline you are flying with. Please note that any claims must made to the airline and not to ourselves
The baggage allowance per person is shown on your e-ticket and may vary by airline, destination and class of travel. Infants under the age of 2 on the date of their return flight have no allowance. Airlines are increasingly enforcing stricter controls over excess baggage. You should be aware that if you exceed the baggage allowance stated on your ticket then an excess baggage allowance may be charged by the airline at the time of checking in. The excess baggage charge may be as much as 1% of the Premium fare charged by that airline per kilogram over your allowance.
If you are pregnant you should check with your doctor that it is safe for you to travel. If you are more than 28 weeks pregnant at the time of your return scheduled flight, airlines insist on a medical certificate stating you are fit to fly.
Infants under 6 months must sit on the adult’s lap with an infant-strap during the flight. Infants over 6 months and under two years must sit on the adults lap unless there is a vacant seat. The minimum age limit for infants on scheduled flights is two Weeks of age, on the date of departure. Infants will not be charged Air Passenger Duty or Airport Taxes (unless you are purchasing a seat), other taxes may apply.
A meal or snack is served on some scheduled flights. For travellers with special dietary requirements, special meals can normally be requested, and must be done so, well in advance of the travel date. We regret we are unable to accept liability for any requested special meals not being available.
We will pass on any seat requests to the relevant airline. However we must stress that seating requests cannot be guaranteed and we cannot be held responsible for requested seating being unavailable at the time of check – in.
Overseas departure taxes
Many countries impose airport or departure taxes. Where these can be paid in advance, the cost will be included in the ticket price quoted. Other taxes may be payable in cash at the destination.
Frequent flyer schemes
Not all airline tickets sold by us are eligible for mileage/points accrual. We strongly advise that you check with the airline(s) concerned regarding the use of frequent flyer membership(s) concerned regarding the use of frequent flyer membership(s) with your booking.
You must have insurance; we insist that in your own interests, you and other members of your party are adequately insured. We cannot accept any responsibility arising from your failure to obtain adequate cover for your needs
Before you travel/passports
Check the Foreign Office website at www.fco.gov.uk/knowbeforeyougo for advice and the latest information about specific Countries.
You are responsible for checking you and your party have the necessary passports, visas and other requirements for the destination you intend to visit.
The airline may refuse travel if you do not have a valid passport, visa and entry permits. We are not obliged to help you if you are refused travel. Your passport and other documents must be intact, you may not be able to travel if they are damaged or have been tampered with. If you have any doubts on the validity or condition of your passport or for any other questions. Please contact the Passport Advice line on 0903 708 0806 or visit www.passport.gov.uk
Note your passport number before travel and keep it separate from your passport. This will help the local British Consulate to supply a temporary passport at short notice if you lose the original.
For travel to most countries, a British passport must be valid for at least 6 months after your scheduled return to the UK. Some Countries apply different rules; contact the Embassy of your destination country for current information and any visa requirements.
Children under the age of 16 are now required to have their own passport and are not allowed to travel on their parent’s passport.
From the 1st January 2009, the USA introduced a new visa waiver Programme. Any international traveller to the USA from this date onwards will now be subject to enhanced security requirements and must apply for authorisation. Passengers will have to complete an ESTA Form at least 72 hours prior to departure. All persons travelling to the USA must now hold a machine readable passport and from April 2016, the passport must be biometric.