About Us

Terms & Conditions

Introduction:
Loveholidays is a trading name of We Love Holidays Ltd, with registered office at 4th Floor, The Triangle, 5-17 Hammersmith Grove, Hammersmith, London, W6 0LG (“we”, “us” or “our”). References to “you” and “your” in these terms means you, the customer and any other person in your party.

Our role in your booking

We act only as an agent or sub-agent in respect of all bookings we take and/or make on your behalf including but not limited to flights, hotels, and transfers (“Travel Service”). When making your booking, our service is only to arrange for you to enter into a contract with the individual provider of the Travel Service in question (the "Service Provider"), and to agree payment terms between you and that Service Provider. We act as the agent of the Service Provider, except where we state to the contrary in these Terms and Conditions. The Service Provider will either be the principal supplier of the Travel Service, and therefore the party supplying the Travel Service to you, or the agent of the principal. When the Service Provider is acting as an agent, its role will be to enter you into a contract with the principal supplier of the Travel Service. The terms and conditions of the Service Provider will also apply to your booking.

Your booking through us (either online or via telephone) is subject to these Terms and Conditions and the specific booking conditions of the relevant Service Provider you have chosen to contract with - a list of these booking conditions can be found at the end of this document. You must read both carefully and accept them in full prior to booking. The Service Provider’s terms and conditions (as well as any applicable International Conventions) may limit and/or exclude their liability to you. Copies of applicable conditions will be available to you prior to booking via our website and on your request to us.

Package holidays

Some of the arrangements which we help you organise amount to "Packages", as this term is defined in Directive (EU) 2015/2302 (the "Package Travel Directive"). In general, a Package will exist if you are resident within the EEA and you book a combination of at least two of the following Travel Services in a single booking with us, where the arrangement covers a period of more than 24 hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) hire of motor vehicles; or (d) other tourist services.

If you buy a combination which includes 'other tourist services' and only one of (a), (b) or (c) above, then this will only be a Package if the 'other tourist services':

·         are not intrinsic to (a), (b) or (c) above;

·         are not purchased after the start of performance of (a), (b) or (c) above; and

·         either account for a significant proportion of the value of the Package (at least 25% of the value of the Package), or otherwise represent an essential feature of the Package.

When you book a Package, we will still be acting as an agent or sub-agent in the way described above and you will still be entering into separate contracts with the Service Provider(s) or principal supplier(s) of each individual Travel Service. However, because we help you organise the Package, the Package Travel Directive require us to assist you in certain situations, which we will do as described in these Terms and Conditions.

1. Booking and payment

By making a booking with us, you agree that:

A.    all passenger details on the booking are full and accurate (please ensure that names are exactly as stated in the relevant passport);

B.    you have read all the terms and conditions set out on this webpage and agree (on behalf of yourself and all other persons named on the booking) to be bound by them and any applicable Service Provider's booking conditions;

C.    you have read our Privacy Policy and confirm that you will provide our Privacy Policy to each named person on the booking; and

D.    when making a booking, you are over 18 years of age, and where placing an order for services with age restrictions, you declare that you and members of your party are of the appropriate age of purchase for those services.

Confirmation of your chosen Travel Service(s) will be conditional on you making such initial payment as is agreed by us on behalf of the Service Provider, or payment in full, including applicable fees and charges. Your booking is confirmed and a contract between you, us and the Service Provider will only exist when we send you confirmation by e-mail on their behalf, which contains a valid Service Provider reference number (“Booking Confirmation”). Please check your Booking Confirmation carefully and report any incorrect or incomplete information to us immediately where we will try to assist you.

In any instance, where multiple bookings are made, they shall not constitute a “group” booking. Unless bookings are all made under the same booking reference, they will be treated independently (i.e. as separate individual bookings).

If you have chosen the option to spread the cost of your booking(s), all instalments must be paid by the date specified at the time of making the booking. Unless otherwise specified, we will automatically (if possible) take payment from the same debit/credit card used to pay your deposit. If full payment is not received (for whatever reason) by the Balance Due Date, we will notify the Service Provider who may cancel your booking and charge the cancellation fees set out in their booking conditions. In the event of non-payment, the booking(s) may be cancelled – please refer to the cancellation policy. It is always your responsibility to ensure your balance is paid by the Balance Due Date.

We accept payment by debit/credit card (Visa, MasterCard, Maestro and American Express). We do not charge you a fee for using your card, however your bank or card issuer may apply an additional foreign transaction fee for non-UK registered cards.

Cards are accepted subject to security and fraud checks and we reserve the right to reject/cancel your Travel Service(s) should your booking request fail any element of these checks.

Please note that booking requests can take up to 72 hours to process. A booking is only confirmed when we send you a Booking Confirmation with a valid booking reference number for each Travel Service. On rare occasions, we will be unable to confirm a booking, for example if the payment fails. In the unlikely event this occurs, our team will attempt to rebook the affected Travel Service at the same price. If this is not possible, for example because the payment is blocked or there has been a change in the price or availability of the booking, we will contact you via telephone or e-mail to discuss next steps. Unfortunately, there are times when the cost will have increased during this period of time. Any cost increases will need to be paid by you, as per your contract with each Service Provider.

2. Prices & Pricing Errors

We endeavour to ensure that all pricing and other information on the website is accurate. However, it is always possible that despite our efforts there may be times when obvious errors occur such as the price or some other detail displayed being incorrect. We and each Service Provider reserve the right to amend advertised prices at any time prior to confirmation. We will normally check prices before confirming your booking so that, where the booking's correct price at your booking date is less than our stated price at your booking date, we will charge the lower amount. If the booking's correct price at your booking date is higher than the price stated to you, we will contact you by telephone or e-mail for your instructions before we confirm your booking.

If we confirm and process your booking where a pricing or other error is obvious and could reasonably have been recognised by you as a mistake, we may terminate the contract and refund you any sums you have paid us.

In relation to Package bookings, we may change the price of your Package after we have issued our booking confirmation in order to pass on to you changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees on the Travel Services included in your booking imposed by third parties other than the Service Providers, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or (iii) the exchange rates relevant to the Package. We will only be able to change the price in this way if we notify you of any price increase at least 20 days before the start of your Package, together with a calculation and an explanation for this change.

If the price of your Package is increased by more than 8% of its total price, then you may:

·         accept and pay for the price increase;

·         reject the price increase and terminate your Package with a full refund; or

·         reject the price increase, terminate your Package and take an alternative one if we decide to offer this. If you decide to take an alternative Package, we will inform you of its impact on the price of your booking. If the alternative Package is of a lower quality or cost, you may be entitled to a price reduction in accordance with paragraph 13 below.

We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the price increase. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled to terminate the Package and provide you with a refund.

If you decide to reject the price increase and terminate your Package with a full refund, you may also be entitled to compensation in accordance with paragraph 13 below.

You will be entitled to a price reduction for your Package booking corresponding to any decrease in the costs described above which occur after you have booked but before the start of your Package, although we will be entitled to deduct our administrative expenses of this process. You will be entitled to ask for a breakdown of these administrative expenses.

3. Low deposit/ Pay Monthly Payment Options

A Service Provider may in some instances offer low deposit and instalment plan options for payment of your booking and the full details will be displayed, including payment dates, at the time of booking.

Low Deposits: The initial low deposit is due per person and will be shown at the time of booking. Depending on the Travel Service(s) you choose, we will attempt to take the outstanding second deposit automatically from the same credit/debit card used to pay the initial deposit and you will be informed of the due date before booking. In the event of cancellation before the due date of the second deposit, you will still remain liable for the full deposit amount (i.e. both the first and second deposit).

Pay Monthly: Where you opt for the monthly payment plan, after payment of the deposit, we will attempt to take the remaining balance in monthly instalments with the final payment being taken on the date specified in your Booking Confirmation before your departure. In the event of cancellation after the second instalment, we/the Service Providers reserve the right to keep all payments made by you to date to cover administration charges.

We will attempt to take all payments automatically from the same credit/debit card used to pay the initial deposit. If you need to arrange for the remainder of the instalments to be collected from a different card, please notify us at collections@loveholidays.com at least five working days before the due date to avoid payment being collected from the original card.

Although we will attempt to take payments automatically where possible, it remains your responsibility to ensure all payments are received by us and the full balance is paid by the date specified in your Booking Confirmation prior to your departure.

Payment options are subject to availability and we reserve the right to end any such offers at any time without prior notice or explanation.

4. Online Content

We take all practical steps possible to ensure that the details displayed on the website are accurate and up-to-date, but we do rely upon the information given to us by the Service Provider(s) and are intended to present a general idea of the services and facilities being offered. Sometimes – and particularly at the beginning and end of the season – certain facilities may be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests or low occupancy. Some advertised activities or facilities, for example water-sports, may not be available all year round. There may be local charges for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, spa access, tennis courts, pool tables and air-conditioning. Unless specifically confirmed in your room type or board basis, you must assume some, if not all facilities will be payable locally. If your Service Providers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will endeavour to pass this information to you.

Transfer times quoted by the Service Provider for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen destination may be longer. It is your responsibility to notify the transfer Service Provider of any delays in other travel arrangements, such as flights, and the transfer provider reserves the right to alter or cancel the service as per their terms and conditions in these circumstances.

If you have booked a shuttle transfer, please note that these run to a set timetable. If you are not present to board your shuttle at the scheduled time (due to a flight delay, schedule change or passport checks for example), the shuttle will not be able to wait for you. Your Service Provider may arrange for you to be transported on the next available shuttle (at their sole discretion). Where this is not possible or the last shuttle has already departed, you must make your own transfer arrangements at your own cost. You will not be entitled to a refund if you miss your scheduled shuttle transfer.

5. Flights

When booking a flight, we will act as your booking agent on criteria specified by you. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. We will arrange for you to enter into a contract directly with the airline concerned, and with us, on these terms. You will be subject to the airline's terms and conditions which you must refer to on the relevant airline's website. You are advised to read these carefully prior to requesting us to book your flight. By making a booking for which we are acting as your agent, you specifically agree to the terms of this clause. Except where the flight forms part of a Package (see paragraph 12 below), we accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself.

The airline may provide a booking confirmation directly to you by e-mail and in such cases we will be unable to access or alter your booking. As such, any amendments to your booking must be made by you, directly with them, except where we state to the contrary in these Terms and Conditions. We will issue a confirmation invoice that details our charges for the use of this booking service (if any).

Monies paid to us for such flight services are held by us on your behalf until they are paid to the airline in question. Please note that payment by you to us does not constitute payment to the airline until we make that payment on your behalf, but if we collect monies from the airline on your behalf, their liability to pay that money to you is discharged.

Charter flights: When you book your charter flight through us, we act as agent for the charter flight provider. The contract will be between you and the charter flight provider based upon their terms and conditions; a copy of which will be available to you prior to booking and is available on request.
In all other cases, we act as an agent for the relevant Service Provider in booking your flight service(s).

Operating Carrier Information: : In accordance with EU directive (EC) no. 2111/2005, Article 9, we are 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 for inspection at http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm. In accordance with EU Directive we are required to advise you of the operating carrier(s) (or, if the operating carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the operating carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. Any change in the identity of the airline, flight timings and/or aircraft type will not entitle you to cancel or change to other flight arrangements without paying charges, except where specified.

Flight times can change for a number of different reasons. You should always look to reconfirm your flights 48 hours prior departure to ensure that no changes to your flight schedule has occurred.

6. Data Protection

We will ensure appropriate security measures are in place to protect your personal information. The information you provide us will only be passed onto the Service Providers of your travel arrangements or other organisations necessary for the provision and performance of your Travel Services. Certain information may also be passed on to security or credit checking companies to detect and prevent fraud.

By making a booking with us you agree to the use and disclosure of the information you provide for the following purposes: to enable us to process and fulfil your bookings (when it may be transferred abroad and /or to the Service Provider), 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 or our representatives to contact you by letter, telephone or e-mail. You may unsubscribe from further contact at any time by clicking on the relevant link in any emails we send you.

For more information on how we use your personal data, please see our Privacy Policy and Cookie Policy.

7. Final Travel Arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. You must reconfirm your flight details within 48 hours of departure by checking your airline's website for any travel updates, including any possible schedule changes or cancellations. If your flight time has changed, please ensure you travel to the airport with enough time to accommodate this change. Except as otherwise stated in these Terms and Conditions, if you have transfers booked you must also notify your Service Provider(s) of these changes. We accept no liability in regard to flight schedule changes as these are managed solely by your relevant Service Provider or airline who in turn only accept liability for any schedule changes or cancellations in line with their specific booking terms and conditions.

If you have booked a shuttle transfer, please note that these run to a set timetable. If you are not present to board your shuttle at the scheduled time (due to a flight delay, schedule change or passport checks for example), the shuttle will not be able to wait for you. Your Service Provider may arrange for you to be transported on the next available shuttle (at their sole discretion). Where this is not possible or the last shuttle has already departed, you must make your own transfer arrangements at your own cost. You will not be entitled to a refund if you miss your scheduled shuttle transfer.

8. Amendments by you

Any amendment to your Travel Service will incur an administration charge of €75 per booking plus any charges levied by the Service Provider. No changes can be made less than 7 days before departure.

These charges include but are not limited to:

·         Change of destination

·         Change of hotel

·         Change of name

 

If you wish to make an amendment to your booking please click here to submit your request through 'Manage My Booking' or call us on (01) 513 8700 (Monday to Sunday, 9am to 5pm). Please note that any changes to an element of your confirmed booking(s) will incur charges as stated above even if this is for example one letter in a name. Amendments can only be accepted in accordance with the terms and conditions of the Service Provider(s) of your Travel Service(s). The Service Provider may charge amendment charges which may be as much as 100% of the cost of the Travel Service and will normally increase closer to the date of departure. Whilst we will try to assist, we cannot guarantee that such requests to make changes can or will be met.

At the time of booking you may have the option to select rooms or services which are available at a special rate as they are non-refundable, non-changeable and/or non-transferable from point of sale. This means that from the time the booking is confirmed, no amendments whatsoever (including names, dates and duration) can be made and the only option available is to cancel. Cancellations of this room type may be charged a 100% cancellation fee by the Service Provider. These rooms are advertised as “Non-Refundable” and may require full payment at time of booking.

Amendment charges are subject to change at any time. Please note that amendment fees are non-refundable and can only be requested by the lead passenger on the booking.

 

In relation to Package bookings only, you may transfer your Package to another person who satisfies all the conditions applicable to the Package, subject to you and the other person accepting that you will both be liable, jointly and individually, for full payment of any balance due to be paid and any fees, charges or other costs arising from the transfer. You should be aware that many Service Providers do not allow a free transfer and treat it as a cancellation and rebooking (at current prices), for which there is a 100% cancellation charge. Additionally, some Service Providers may give priority to other customers for cancelled arrangements, which means that you may not be able to transfer the exact same booking. In this circumstance, we will do our best to secure a suitable alternative so that the Package can continue and be transferred to the new person. We shall notify you of the arrangements, and the costs of transfer, upon receipt of your request to transfer. You will need to give us reasonable notice of this change so that we can make the necessary arrangements, but 7 days or more before departure shall be considered to be reasonable.


9. Cancellations by you


You may cancel your booking at any time prior to departure upon payment of a termination fee as set out in this paragraph.

In the event that you do cancel your booking, and the deposit you have paid does not cover the cancellation charges set out in this paragraph (e.g. because you have chosen a low deposit option), you must pay any difference between the amount you have paid and the cancellation charge applied. In accepting these Terms & Conditions you give your authority for us to automatically charge the payment card used by you when securing the booking (or any other card used by you in connection with this booking) at that time.

Any cancellation will incur a cancellation processing fee of €75 per booking plus any charges from the Service Provider(s) as follows:

Flight: 100% of the full booking value of the flights (including baggage, insurance, etc.).

Accommodation: Cancellation charge will depend on whether you have booked a refundable or a non-refundable product. Cancellation charges will be specified to you at the time of booking and vary from one Service Provider to another. You should check your Booking Confirmation and any documentation for details of your specific cancellation terms.

Non-Refundable products may have been paid for in full at the time of booking and no refunds are given in the event of cancellation as per section 8 above.

Transfers: 100% of the full booking value of the transfers.

All requests to cancel must be made in writing and re-confirmed once you have been advised of total cost to cancel.

In relation to Package bookings only, in addition to the cancellation rights set out above, you shall have the right to cancel your booking before the start of the Package without paying any cancellation charge in the event of unavoidable and extraordinary circumstances (which is described in paragraph 14 below) (“Unavoidable and Extraordinary Circumstances”) occurring at the place of destination or its immediate vicinity and we have confirmed to you that they will significantly affect the performance of the Package, or they significantly affect the carriage of passengers to the destination. If you cancel in these circumstances, we shall provide you will a full refund of any payments made in relation to your booking, but you will not be entitled to compensation or any of the rights set out in paragraph 13 below.

10. Changes and Cancellations to your Travel Services

We and the Service Providers reserve the right to make changes to your Travel Services at any time. Most changes are minor changes and we and the Service Providers will endeavour to pass on information to you in regards to any minor changes before you depart. However, occasionally we have to notify you of a significant change that we or the Service Providers are constrained to make to the main characteristics of the booking.

We will inform you as soon as reasonably practicable if we or the Service Provider needs to make a significant change to your confirmed Travel Service, or to cancel them entirely. We will also liaise between you and the Service Provider in relation to any alternative arrangements offered by the Service Provider and/or any compensation offered. If we or any of the Service Providers are prevented from performing the Travel Service because of Unavoidable and Extraordinary Circumstances, we or the Service Providers may terminate your booking and provide you a full refund. We will not be liable to you for any additional compensation in such cases.

In relation to Package bookings only, in the unlikely event that we or your Service Providers have to make a significant change to your Package, we will tell you as soon as reasonably possible. You will then have the option to:

·         accept the proposed change. If this results in a Package of lower quality or cost, you may be entitled to a price reduction in accordance with paragraph 13 below;

·         reject the proposed change, terminate your Package and take an alternative one if we decide to offer this. If you decide to take an alternative Package, we will inform you of its impact on the price of your booking. If the alternative Package is of a lower quality or cost, you may be entitled to a price reduction in accordance with paragraph 13 below, or

·         reject the proposed change and terminate your Package with a full refund.

We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the proposed change. If we do not hear from you within this timeframe, we will send a reminder to you, following which we shall be entitled to terminate the Package and provide you with a refund.

If you decide to reject the proposed change and terminate your Package with a full refund, you may also be entitled to compensation in accordance with paragraph 13 below.

On rare occasions, we or the Service Providers may have to cancel your Package and we reserve the right to do so. If we or the Service Providers have to do so, we will notify you as soon as possible. We will also offer you an alternative Package if we are able to do, and inform you of its impact on the price of your booking. If the alternative Package is of a lower quality or cost, you may be entitled to a price reduction in accordance with paragraph 13 below. If we cannot offer you an alternative, or even if you just prefer, we will provide you with a full refund of any payments made for the Package.

You may be entitled to compensation as a result of our cancellation of your Package in accordance with paragraph 13 below, except where we are prevented from providing the Package because of Unavoidable and Extraordinary Circumstances and we notify you of the cancellation without undue delay before the start of your Package.

11. Our Service Charges

In certain circumstances we apply service charges which will be shown on your booking confirmation as follows:

SERVICE

CHARGE

Cancellation or amendment

As per clauses 8 & 9*

Monthly Payment Plan Administration Fee

€2.95 per payment

Low Deposit Payment Plan Administration Fee

€4.95 per payment

Standard Deposit Payment Plan Administration Fee

€4.95 per payment

Service Charge***

Variable


*Please note that cancellation and amendment fees are non-refundable.

12. Our responsibility for your booking

Non-Package Bookings

Your contract for the Travel Service is with the Service Provider who will be the principal or the agent of the principal and their booking conditions apply, subject to such payment terms we have negotiated. As agent, we accept no responsibility for the actual provision of the Travel Service. Our responsibilities are limited to the booking service we provide to you. We accept no responsibility for any information about the Travel Service that we pass on to you in good faith if any errors in that information are beyond our reasonable control (e.g. because they are solely due to the fault of the Service Provider).

We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We only supply our services for domestic, non-commercial and private use. We do not therefore accept liability for any business losses (e.g. loss of profit, loss of business, business interruption or loss of business opportunity).

We also accept no responsibility for the behaviour or actions of third-parties related to your accommodation, transfer or flight, or for any facilities/services withdrawn as a result of their actions.

In the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your affected Travel Services (or the appropriate proportion of this if not everyone on the booking is affected).

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees, agents or subcontractors whilst acting in the course of their employment or engagement, liability for fraud or fraudulent misrepresentation or any other liability that cannot be excluded or limited by law.

Package Bookings

We have a liability to you for the performance of the Travel Services included in your Package booking under the Package Travel Directive, irrespective of the fact that such Travel Services are to be performed by the Service Providers or the principal suppliers.

However, you must tell us immediately of any failure to perform or improper performance of your Travel Service (“Failure”). This will give us the opportunity to resolve the Failure whilst you are on your holiday. If we refuse to do so, or if it is necessary to remedy the Failure immediately, then you may resolve the Failure yourself and request reimbursement of reasonable expenses from us. However, these rights will not arise if remedying the Failure is impossible or entails disproportionate costs. In that case, your only right will be to seek a price reduction or compensation in accordance with paragraph 13.

If a significant proportion of the Travel Services included in your Package cannot be provided as agreed in the booking, we shall offer, at no extra cost to you, suitable alternative arrangements for the continuation of the Package. The alternative arrangements shall, where possible, be of equivalent or higher quality than those specified in your booking. Where they are of lower quality you will be entitled to a price reduction as described in paragraph 13 below. You may only reject the alternative arrangements we offer to you if they are not comparable to what was agreed in the booking or if the price reduction is inadequate. If you do reject the alternative arrangements, or if we are not able to offer them, then you may, where appropriate, be entitled to a price reduction and/or compensation in accordance with paragraph 13.

If a Failure substantially affects the performance of the Package, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your Package or terminate your booking without paying a termination fee. If you decide to terminate, then if your Package included carriage to the destination, we will also repatriate you with equivalent transport without undue delay back to your place of departure and at no extra cost to you. You may, where appropriate, be entitled to a price reduction and/or compensation in accordance with paragraph 13.

If we are unable to ensure your return to your place of departure as agreed in your Package because of Unavoidable and Extraordinary Circumstances, we shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per passenger. This limitation shall not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we had been notified of their particular needs at least 48 hours before the start of the Package.

If a longer period of accommodation than that referred to above is provided for in Union passenger rights legislation (as described in the Package Travel Directive) concerning your mode of return transport, or such legislation does not allow the transport provider to limit its obligations as described above in the event of Unavoidable or Extraordinary Circumstances, then the limits set out in such legislation will apply instead.

Finally, we shall provide you with appropriate assistance without undue delay if you are in difficulty whilst on holiday, in particular by providing appropriate information on health services, local authorities and consular assistance; and by helping you make distance communications and helping you find alternative travel arrangements. Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or through your negligence.

13. Package Bookings: Price Reduction and Compensation for Damages

You will be entitled to an appropriate price reduction for any period during which there is a Failure (as described in paragraph 12 above), unless the Failure is attributable to you.

You shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of a Failure except where the Failure is:

·         attributable to you;

·         attributable to a third party unconnected with the provision of the Travel Services included in the Package and is unforeseeable or unavoidable; or

·         due to Unavoidable and Extraordinary Circumstances.

We shall not be liable to pay compensation to you in connection with your Package where there are international conventions which limit the extent or the conditions under which compensation would have to be paid by one of the Service Providers. These same limitations will apply to us and in an identical manner as if such limitations applied directly to us. These international conventions include (but are not limited to) the Montreal Convention in respect of travel by air (and all earlier related conventions), the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail (Convention concerning International Carriage by Rail (COTIF) of 9 May 1980), the Geneva Convention in respect of travel by road and the Paris Convention in respect of the provision of accommodation. We shall have the full benefit of any limitation of compensation which is contained in these conventions and any other international conventions which govern the travel arrangements which make up the Package. Please ask us for copies of these international conventions if you would like to see them.

Our liability will also be limited in accordance with the contractual terms of the Service Providers which provide the transportation element of your Package Holiday and in an identical manner as if such limitations applied directly to us.

Our liability to you in connection with your Package shall be limited to a maximum of three times the cost of your Package, except in cases involving death, injury or illness where we or the Service Providers have caused such damage intentionally or with negligence.

If you are granted compensation or a price reduction by another party in relation to the same Failure which you claim compensation or a price reduction from us, then we may deduct the compensation or price reduction you receive from the other party from that which is payable by us.

Except as set out above, we accept no liability for any claims, losses, expenses, damages or liability for your Package, except in cases involving death, injury or illness where we have caused such damage with negligence.

14. Unavoidable and Extraordinary Circumstances

In these Terms and Conditions, where we refer to Unavoidable and Extraordinary Circumstances, it means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.

This may cover for example warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a serious disease at the travel destination, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the destination as agreed in the booking.

Except as set out in these Terms and Conditions, we and the Service Providers shall have no responsibility or liability to you for any failure to perform, or a delay in performing, any obligations owed to you which are caused by Unavoidable and Extraordinary Circumstances.

15. Complaints

If you are in difficulty or wish to make a complaint whilst on holiday, this must be reported to us and the Service Provider or their local representative without undue delay. You must, as a strict condition of your booking, obtain a written record of your complaint from the Service Provider or their representative at the time the issue arose. If you are unable to speak to the Service Provider or their representative whilst on holiday, you should contact our In-Resort Assistance team on 00 44 (0) 203 870 6830 (Monday to Sunday 9am to 5pm GMT. Outside of these hours, we provide an on-call “emergency” service only). You may also email us at inresort@loveholidays.com .

If you fail to follow this reasonable procedure there will be less opportunity for us or the Service Provider to investigate and rectify your complaint. Any compensation you may be entitled to could be reduced or extinguished as a consequence.

Please note that we do not currently have our own representatives and nor have we authorised anyone else to be our representatives in resort. Therefore, it is imperative that if you cannot speak to the Service Provider or their representative at the time, you contact the In-Resort Assistance team above.

If you wish to complain when you return home, please send a detailed complaint including your written report from the Service Provider or their representative and any additional information supporting your claim to AfterYourHoliday@loveholidays.com . Please send your complaint within 28 days of your return as the sooner we receive it the easier it is for us and the Service Provider to investigate it accordingly

Complaints received outside of 28 days of your return may mean we and/or your Service Providers are unable to offer a detailed response, nor offer any compensation or may lead to the rejection of your complaint entirely.

We will manage the complaint process on your behalf aiming to provide you a full response within 28 days. If the matter cannot be resolved and it involves our booking service, or another ABTA member, then it should be referred to the ABTA approved Arbitration Scheme in the first instance. See paragraph 16 below.

16. ABTA

We are a member of ABTA and our membership number is P6847.

We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can offer you an Alternative Dispute Resolution service for the resolution of disputes arising out of, or in connection with your booking known as the “Arbitration Scheme”. Further information on the Code and Arbitration Scheme can be found at https://abta.com/about-us/code-of-conduct and https://abta.com/holiday-help-and-complaints/abtas-adr-scheme.

The Arbitration Scheme is approved by ABTA and administered independently by CEDR. It provides for a simple and inexpensive method of arbitration on documents alone with lower costs than if you went to Court or through solicitors. Full details will be provided on request or can be obtained from the ABTA website.

The Arbitration Scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the Arbitrator can award per person in respect of this element.

The application for Arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within eighteen (18) months of the date of return from the holiday or the intended return date. Outside this time limit Arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement.

For injury and illness claims, you should use the ABTA / Chartered Institute of Arbitrators Mediation Procedure before taking legal action. The aim is to help resolve your dispute in a quick and cost effective way. Further details on request or from www.abta.com/holiday-help-and-complaints/abtas-adr-scheme.

17. Travel Advice: visa, passport and health requirements

We suggest you check out your visa & passport requirements before travelling at: https://www.dfa.ie/travel/know-before-you-go/ .

We also recommend you always look at the Travel Advice section of the Department of Foreign Affairs & Trade and the UK Foreign & Commonwealth Office website prior to travelling abroad: www.dfa.ie/travel/travel-advice/ and www.gov.uk/foreign-travel-advice to check for the most up-to-date information on your destination.

You confirm that all members of your party are UK or Irish residents and hold passports valid for at least 6 months after the duration of the Travel Service you chose to purchase. General information on visa, passport and health requirements (where given and applicable) is so given solely on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the Service Provider(s) of the Travel Service(s), Passport Office, appropriate embassy or consulate or your doctor as applicable prior to booking and in good time before departure.

Some of our Service Providers offer their low rates on the basis that customers are resident in the UK and/or Ireland and citizens of the country where the stay is taking place may not be eligible to stay at that particular rate. In most circumstances, this does not apply to citizens of EU countries staying in other EU countries. However, issues may occur where customers that are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey, or Egyptian nationals in Egypt.

If you think this may affect your booking, you must call our New Bookings team to confirm your booking will be accepted by the Service Provider as resolution once you are abroad will be very difficult and may result in additional charges being levied to you or the cancellation of the booking by the Service Provider. Occasionally Service Providers may ask that we contact you prior to the departure date to ask for evidence of the residency of the customers travelling. You must contact our Customer Service team in this instance within the stated timeframe with this information in order to confirm that the rates are eligible for all the customers travelling. We cannot be held responsible for any additional costs incurred due to these issues.

18.Taxes/Local Charges and Resort Fees.

Certain countries/cities/airports impose additional taxes and charges such as departure, tourist or city tax or compulsory resort fees. These additional fees are payable directly to your accommodation or local authorities and are for maintenance of local facilities and services. These taxes cannot always be collected by us or your Service Providers in advance. You are wholly responsible for paying these taxes and charges locally prior to check out and they are subject to change by pronouncement of overseas governments. Airport departure taxes (under various names) are included in most air ticket prices by airlines, however certain countries will charge an additional local tax when you leave the country. Unless otherwise stated, they are not included in your booking. If in doubt, please enquire with us prior to booking. We have no liability to you for these taxes or charges and they are not included in your booking.

19. Accommodation Ratings and Standards.

Star ratings are used to symbolise the overall quality and level of standards of each accommodation type and are typically based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. However, there is no uniform and consistent method of star ratings and as such they can vary significantly by country, and often within countries. Also, not all countries have official rating systems. Therefore the rating displayed is only an opinion and should only be used as a guide. If your Service Provider provides an “official” tourist board rating, we will endeavour to include that within the accommodation description. We cannot guarantee the accuracy of any ratings given. All ratings are as provided via the relevant Service Provider and are not our personal ratings.

20. Room Allocation

After registration/check-in at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with the Service Provider. Please note that the fact that rooms appear listed together on the same booking itinerary does not guarantee that they will be adjacent to one another or otherwise in close proximity.

Passengers with Reduced Mobility: The majority of the Travel Services offered are suitable for all persons, however it is your responsibility to advise us, prior to booking, of any conditions/disabilities that may affect your holiday. Where possible, we will inquire with the Service Provider about the suitability of the Travel Service for you, however we can give no guarantees. It is recommended that you make your own independent enquiries to ensure the Travel Service of your choice is suitable for your particular requirements before making your booking.

21. Building Work

From time to time, maintenance, renovation or refurbishment and its associated noise are unavoidable at a hotel/accommodation. If we are notified of such works, we will inform you before you make your booking or within a reasonable time of us being notified.

Please note that municipal works (for example road works) and other third-party building work in the vicinity of your accommodation is not the responsibility of the accommodation or Service Provider.

22. Insolvency Protection

We provide financial protection for your flight bookings by way of our CAR Licence (number TA0774) issued by the Commission for Aviation Regulation, 3rd Floor Alexandra House, Earlsfort Terrance, Dublin 2, D02 W773, telephone +353-(0) 1-6611700, email info@aviationreg.ie .

When you buy a Package that does not include a flight, protection is provided by way of an insurance policy held with Affirma Insurance, a trading brand of MGA Cover Services Limited. In the unlikely event you need to claim, please email claims@affirmainsurance.com or call 020 3540 4422.

23. Law and Jurisdiction

These Terms and Conditions are governed by English law and the courts of England and Wales have exclusive jurisdiction over any dispute or matter arising out of these Terms and Conditions (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable.)

24. Service Provider Terms and Conditions

 

These Terms & Conditions are applicable from 01 July 2018.
Registered office address: 4th Floor, The Triangle, 5-17 Hammersmith Grove, London, W6 0LG

CAR licence number: TA0774

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