Booking Terms & Conditions
Please also refer to our important booking information.
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OUR OBLIGATIONS
Our agreement with you
Flexiski is a trading division of TUI UK Limited, Company Number 02830117, having its Registered Office address at TUI Travel House, Crawley Business Quarter, Fleming Way, Crawley, West Sussex RH10 9QL and Our Agreement and Obligations with you set out what you are legally entitled to expect from us when you buy our travel services. Those travel services are as advertised by us but may also have restrictions set out in our information section which should also be read carefully. Because we sell a wide variety of travel products, you should read our information section and these terms and conditions carefully, before you book, to see how they affect your specific travel arrangements made by us.
Your travel booking
Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old and possess the legal capacity and authority to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available. You are responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations.
In addition, if your holiday includes a flight, you are also responsible for:
(a) notifying us prior to the time of booking of any personal circumstances and needs pertaining to a person included in the booking including, without limitation, whether any such person is not self-reliant or is a person with reduced mobility - for example if you, or a member of your party, have difficulty in walking 500 metres.
(b) notifying us at any time from the time of booking until 48 hours prior to the flight’s departure by calling our call centre if any person travelling on the booking has ceased to be self-reliant or a person with reduced mobility or if a person previously reported to be with reduced mobility or as not being self-reliant does no longer fall into either category.
It is a condition of your booking with us that you and all other members of your party, including infants and children, are adequately insured on holiday. Any person who is under 18 years old must be accompanied by an adult on his or her journey.
It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Advanced Passenger Information, sometimes known as APIS. For the United Kingdom, it may be referred to as ‘E-Borders’. The information you must provide will include, but not be limited to, full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night’s stay. You must provide this information to the airline between 6 months and 24 hours before departure. For Thomson Airways flights you can do this by accessing http://eapi.thomson.co.uk or by calling 0844 871 1597. You will need your booking reference number, lead name’s surname and date of departure to access the website.
There may be other restrictions and conditions on some offers, but these are explained in the details of those offers. When you or (if you are booking through a travel agent) your travel agent ask for your booking to be confirmed, we will confirm the booking there and then, and set aside your chosen accommodation, holiday or transport for you. Next, we will send you or your travel agent a Confirmation Invoice within 14 days. We may not be able to confirm some of our ground arrangements straight away (e.g. bespoke accommodation, tours etc). In these instances we may issue a Confirmation Invoice. However, a contract for arrangements that have not been confirmed on that invoice will only be made when we have sent you written confirmation that those additional arrangements have been completed. If there is any change to any of the details discussed at the time of booking, before the Confirmation Invoice is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any).
If any detail on the Confirmation Invoice is not correct, tell us or your travel agent immediately. If there is an obvious error on the Confirmation Invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not acceptable then you will be entitled to a full refund.
Financial security
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency.
We will provide you with financial protection for any ATOL protected air package or flight that you buy from us by way of our Air Travel Organiser’s Licence number 2524, administered by the Civil Aviation Authority (‘CAA’). When you buy an ATOL protected air package or flight from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong.
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).
When you buy an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time by the agent, or subsequently accepted from you by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
When you buy arrangements other than an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on our behalf at all times.
We will provide you with financial protection for any package holidays you buy from us that do not include travel by air by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com.
If you book arrangements other than an ATOL protected flight or a package holiday, the financial protection referred to above does not apply.
We are a Member of ABTA, membership number V5126. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
The price you pay
All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. Prices can go up or down. We will be able to tell you or your travel agent the up-to-date price of your chosen travel arrangements and of any other services advertised by us before confirming your booking.
We reserve the right to increase the price of your holiday after you have booked but no later than 30 days before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made. After a Confirmation Invoice has been sent to you, any increase to your holiday price will be as the result of changes in our costs of supplying your holiday resulting from transportation charges, (fuel, airport charges, scheduled air fares and other transport charges which form part of our contract with the transport provider), currency fluctuations and government action. An administration charge and any relevant travel agent’s commission is included within these amounts.
If the increase would be 2% or less of the holiday price shown on your Confirmation Invoice (excluding insurance premiums and any amendment charges), we will absorb the changes in our costs described above and will only pass on any increase above that level. If any change in our costs would cause a reduction in your holiday price, we will not make refunds of amounts less than 2% of your holiday price (calculated as above), but we will refund
in full amounts exceeding such 2%, after deducting an administration charge of £1.
If the increase is more than 10% of the holiday price (calculated as above), then:
1. You may cancel your holiday booking within 14 days of the Amendment Invoice date and receive a refund of all monies paid to us except any amendment charges; we will only consider an appropriate refund of insurance premium paid if you can show us that you are unable to transfer or re-use your policy; and
2. The increase will be considered a Major Change as described in the section below ‘If we change or cancel your holiday’ and, unless you choose to cancel, you will be entitled to the alternatives set out in this section for those circumstances. But in either case you will receive compensation in accordance with the details below.
The price quoted on the last Amendment Invoice issued is guaranteed, unless you change your holiday booking. Any increases in our costs which occur after the last Amendment Invoice has been sent will be borne by us. Should you instruct your credit/debit card company to “charge back” any payment(s) properly due from you in respect of your booking, we will charge you an administrative fee of £10 per incident and associated costs. We further reserve the right to cancel your booking and/or take legal action against you for all outstanding payment(s).
If we change or cancel your holiday
It is unlikely that we will have to make changes to or cancel your holiday. However the arrangements we offer are planned many months in advance and we reserve the right to make changes to and correct errors in brochure and holiday details both before and after your booking has been confirmed and cancel confirmed bookings.
However, we will not make any significant changes (as defined below) to your booking unless we are able to notify you not later than 14 days before departure (except in the case of ‘Force Majeure’ as defined below and providing you have given ourselves a telephone number by which you can be contacted during and out of working hours, or if the change is brought about by circumstances beyond our direct control).
We also promise we will not cancel your holiday eight weeks or less before departure unless you fail to make full payment on time or we are forced to do so as a result of ‘Force Majeure’ as defined below or if cancellation is due to circumstances beyond our direct control. Where a significant change or cancellation becomes necessary, we will inform you or your travel agent as soon as is reasonably possible.
A significant change is one we make to your holiday arrangements before departure that involves changing your UK departure airport, resort, accommodation, or time of departure or return by more than 12 hours. All other changes will be treated as ‘minor changes’.
Where we have to make a significant change or cancel (except where you default in payment), we will offer you the choice of the following options where there is time to do so before departure:
(a) (for significant changes) accepting the changed arrangements or
(b) purchasing another holiday from us of at least a comparable standard if available (with you paying or receiving a refund in respect of any price difference subject to the rest of this clause) or
(c) cancelling or accepting the cancellation and receiving a full refund of all monies paid to us.
In the event of a significant change or cancellation, we will in addition pay you compensation in accordance with the compensation scale and provisions set out below subject to the following exception. No compensation can be paid and no liability beyond offering the above mentioned options can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided, even with all due care. Such circumstances may include those mentioned under ‘Force Majeure’ below. Except where
(1) a significant change is made for a reason within our direct control less than 14 days before departure or
(2) we cancel due to a reason within our direct control 8 weeks or less before departure, our liability is limited to offering the above mentioned choices and (where applicable) the payments set out in the scale below. Where our liability is so limited, we regret we cannot meet any expenses or losses you may incur as a result. No compensation is payable for minor changes or where we make a significant change or cancel more than eight weeks before departure. Minor changes do not entitle you to cancel or change to another holiday without paying our normal charges.
| Period before departure when significant change is notified to you | Compensation per person |
| More than 56 days | Nil |
| 29 - 55 days | £10 |
| 15 -28 days | £20 |
| 8 - 14 days | £30 |
| 0 - 7 days | £40 |
Where accommodation is offered and accepted in the same official category as the original accommodation but with a higher brochure price, any difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered and accepted in a higher official category than that originally booked in the same resort, where no additional payment is made by you.
Force Majeure
We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by reason of circumstances amounting to ‘Force Majeure’. In these booking conditions ‘Force Majeure’ means any event that we or the supplier of the service(s) in question could not, even with all due care, foresee or forestall. Such events may include (by way of example and not by way of limitation) war or threat of war, riots, civil strife, terrorist activity,industrial disputes, natural or nuclear disaster, fire, adverse weather conditions, and all similar events.
Liabilities
1. Subject to ‘Force Majeure’, we accept responsibility in the event that the services which we contract to provide are deficient or not of reasonable standard. We also accept responsibility for the acts and/or omissions of our employees, agents, subcontractors and suppliers providing the individual(s) concerned were at the time carrying out work authorised by us. Please note that this paragraph does not apply where you suffer death, bodily injury or illness for whatever reason. In all cases except where loss and/or damage to luggage or personal possessions (including money), personal injury, illness or death results or a lower limitation applies to the claim, the maximum amount we will have to pay the person(s) affected if we are found liable to them on any basis is twice the price (excluding insurance premiums and amendment charges) paid to us by that person/those persons for their holiday. For lost and/or damaged luggage or personal possessions (including money) our liability is limited to a maximum of £25 per person in total as you are assumed to have taken out adequate travel insurance in respect of your holiday.
2. Subject to these booking conditions we accept responsibility, should you or any member of your party suffer death, injury or illness as a result of any failure to perform or improper performance of any part of our contract with you by any of our employees, agents, suppliers or sub-contractors (providing the individual(s) concerned were at the time carrying out work authorised by us) except in the following situations, We will not be liable where any failure to perform or improper performance of the whole or any part of our contract was due to:
(a) the act(s) and/or omissions of the person(s) affected or
(b) those of a third party not connected with the provision of your holiday and which were unforeseeable and unavoidable or
(c) an event which either ourselves or the supplier of the service(s) in question could not have foreseen or avoided even with all due care. The specific promises we made to you about the contracted arrangements and the laws and regulations of the country in which the injury, illness or death occurred will be used as the basis for deciding whether the services in question had been properly performed.
If the particular services which gave rise to the injury, illness or death complied with the local laws and regulations applicable to those services at the time of the injury, illness or death, the services will be treated as having been properly performed. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.
3. It is a condition of the acceptance of liability set out in clauses 1 and 2 above that you notify any claim to ourselves and our supplier(s) strictly in accordance with the procedure set out under ‘Complaints and Arbitration’. Further, where any payment is made, the person(s) receiving it must assign to ourselves or our insurers any rights they may have to pursue any third party and must cooperate with ourselves and our insurers.
4. Where you suffer by misadventure, illness, personal injury or death as a result of an activity which does not form part of your holiday arrangements, nor of an excursion offered through us, we will advise and assist as much as reasonably possible. Such assistance may include, at our absolute discretion, financial assistance with initial legal costs in the event of your deciding to take legal action against the third party responsible as a result provided such assistance is requested within 90 days of the date of misadventure. All assistance, whether financial or otherwise, is subject to a maximum cost to ourselves of £5,000 per booking form. In the event of there being a successful claim for costs against any third party or a suitable insurance policy or policies being in force, we shall be entitled to recoup the costs we have actually incurred from you.
5. Flexiski cannot accept responsibility for clients missing aircraft due to late check-in at the airport.
6. Very rarely, we may be forced to curtail holidays in the event of circumstances amounting to ‘Force Majeure arising (see ‘Force Majeure’). In this very unusual situation, we regret we cannot make any refunds (except where we obtain these from suppliers), pay any compensation or meet any expenses you may incur as a result.
The conditions of your ticket
When you travel by air or by sea, your journey may be subject to certain interventional conventions such as the Warsaw Convention, Montreal Convention or Athens Convention. You agree that the transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging this transportation for you, we rely on those terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of the conditions applicable to your journey. The airlines’ terms and conditions will be available on request. We will tell you the identity of the air carrier when you book with us and if it is not known at that time or subsequently changes we will inform you as soon as possible and no later than at check-in for your flight.
Special requests and medical problems
If you, or any member of your party has a medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us details in writing at the time of booking. Any special requests must be advised to us at the time of booking. Whilst we will endeavour to meet/pass on to suppliers any reasonable requests wherever possible we cannot guarantee that they will be fulfilled and failing to do so will not constitute a breach of contract on our part.
Health requirements
Always check with your doctor as to which inoculations and health requirements are advisable or necessary well before you travel. You should also refer to the Department of Health leaflet, ‘The Travellers’ Guide to Health’. At the time of going to print there are no compulsory vaccinations for British citizens for the destinations featured in the brochure.
Local safety standards and suppliers conditions
Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may be lower. Suppliers provide the services which make up your holiday in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable international conventions.
Flights, timings and delays
Please note flight timings may change. Latest times will be shown on your itinerary. However, times may change again and we will, if possible, advise you of any further changes before your date of travel. The majority of our flight tickets are electronic (called “E”-tickets) which means you will not receive a paper ticket. Occasionally, we may send you a paper ticket. We will not usually be in a position to advise as to the aircraft type which will be used in connection with any flight at the time of booking. When we confirm the airline, aircraft type or airport of destination which will be used for your holiday at any time, this information may change. If it does, the change will not entitle you to cancel or change to another holiday without paying our normal charges. It is your responsibility to ensure that you and all members of your party are at the correct departure point at the correct time. We cannot accept responsibility for clients missing aircraft or other transport due to late check-in at the airport. Please note flight tickets are normally non-refundable. Please also note that should you miss your outbound scheduled flight, for any reason, the airline will automatically cancel your inbound leg. Should you wish to have a more flexible ticket, please ask one of our consultants for details.
Travel insurance
It is a condition of our accepting your booking that you take out our travel insurance or alternatively, at that time, arrange a policy yourself which provides comparable or greater cover. This alternative policy must also offer a 24 hour emergency telephone and repatriation service. In the event of any emergency, should you not have adequate insurance cover, we will offer all reasonable assistance but it must be understood that you will be responsible for any costs involved. It is your responsibility to arrange additional insurance cover exceeding the maximum amounts payable under our policy or providing cover for additional areas of risk if you consider our policy is not adequate for the particular needs of your party.
Photographs
These are intended to give an overall impression rather than details. Any item of furniture or chattels which appear in the photographs may have been changed or removed from the accommodation.
Behaviour
We reserve the right to terminate the holiday arrangements of any client who, in our opinion or in the opinion of any airline pilot, accommodation owner or manager or other person in authority, is causing or is likely to cause distress, annoyance or danger to any of our other clients, employees or any third party, or damage to property. In this situation our responsibility for the holiday of the person concerned will immediately cease and we will not be liable to pay any compensation, make any refund or meet any expenses that they may incur as a result. Where applicable, full cancellation charges will apply. Please note we do not accept animals or pets in our properties.
Star categories/country standards
Chalets are not hotels and as such are not classified by the local tourist authorities. Please rely on the descriptions we provide. For hotels, the ratings fixed by the local tourist authority are shown where available. Generally speaking, these ratings are not comparable to rating systems used in the UK. Please note that in Austria, twin beds usually consist of two separate mattresses attached to a single frame or headboard and they cannot be separated. This style is known as an Austrian Twin. Similarly in many hotels (in all countries) a “double” bed may consist of two mattresses on separate bases, zipped together.
Foreign Office Travel Advice
Current travel advice is readily available from the Travel Advice Unit, 1 Palace Street, London, SW1E 5HE. Tel: 0207 238 4503, Fax: 0207 2384545. FCO travel advice notices are also available on www.fco.gov.uk
YOUR OBLIGATIONS
Your agreement with us
Your contract
By asking us or your travel agent to confirm your booking, you are accepting on behalf of all persons travelling on this booking that the terms of this Agreement, which incorporate the information, restrictions and obligations set out in our ‘Booking Information’, and the conditions of any terms and conditions of carriage constitute the entire agreement between us with regard to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party. Where the context permits, reference to “you” and “your” will include you and all persons travelling on this booking. Your contract with us is subject to the laws and jurisdiction of England and Wales. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
Paying for your travel arrangements
You will be required to pay a deposit to us for each person when you book unless this is within 12 weeks of departure when the full balance for the booking is payable. The deposit amount will be £150 per person for chalet and Hotel Saint Louis bookings, 30% of the holiday cost for hotel bookings and 100% of published fare flight costs, or the full holiday cost if booking within 12 weeks of departure, and all applicable insurance premiums.
Please note your deposit may be increased or there may be an additional charge payable for some accommodation, some of our hotels may request a 50% deposit payment. If so, we will advise you at the earliest opportunity.
The balance of the holiday cost must be received by us no later than 12 weeks prior to departure. If payment is not received in full and on time we reserve the right to treat the booking as cancelled by you and to apply the cancellation charges set out under ‘Cancellations’ below. You may need time to agree holiday details with other party members. To enable you to do so we will normally hold your chosen holiday as an option until close of business on the third day when it will be automatically cancelled unless you have confirmed the booking with us.
A binding contract comes into existence between us when your booking is confirmed as definite to you by telephone or, all other cases, when we dispatch your confirmation invoice. This contract will be governed by English Law and is subject to the exclusive jurisdiction of the Courts of England and Wales. You must check your Confirmation Invoice, tickets and all other documentation carefully as soon as you receive it. You must also let us know straight away if anything appears to be incorrect as it may not be possible to make changes at a later stage. We regret we cannot accept liability if we are not notified of any errors within 7 days (3 days for tickets) of our dispatching the document in question.
The person making the booking must be at least 18 years of age and guarantee payment to us of the total holiday cost on behalf of, and with the consent of, all persons for whom the booking is made.
We accept MasterCard, Visa, Barclaycard, AMEX, debit cards and cheques. Please note that cheques should be made payable to “TUI UK LTD” and that they require 5 working days to clear. Cheques that do not clear within 12 weeks of departure cannot be accepted. Please note that all payments made on a credit card (whether deposits, part payments or final balances) will be subject to a credit card fee of 2% (inc. VAT). This means that you may telephone your requirements for immediate booking. All bookings, including those made by telephone, are subject to these booking conditions.
Booking alterations
If you wish to make any changes to your confirmed holiday, we will endeavour to assist although we cannot of course guarantee that we will be able to meet any particular request. Where we can meet a request, an amendment fee of £40 per person, per booking will be payable together with all costs we incur or our suppliers impose or incur as a result.
Cancellations
Should you or any member(s) of the party need to cancel your holiday, the first named person on the booking form must inform us in writing immediately. Cancellation charges to compensate us for the costs of making your booking and the risk we may be unable to sell your holiday will be payable as follows:
| Period before departure written notification of cancellation is received by us | Cancellation charge per person cancelling |
| 84 days or more in advance | loss of deposit |
| 56 - 83 days days | 30% of holiday cost (or deposit if greater) |
| 36 - 55 days | 50% of holiday cost |
| 22 - 35 days days | 70% of holiday cost |
| 0 - 21 days | 100% of holiday cost |
# In certain cases the carrier of hotel may apply a higher cancellations charge. Please enquire at the time of cancellation.
Other holiday arrangements may have higher charges. Cancellation charges are calculated from the date that written notification of cancellation is received by us as a percentage of the total holiday cost, excluding supplements, ski school payments, published fare flight costs, amendment charges and insurance premiums, which are not refundable in the event of your cancellation. Please note that if numbers in a group fall, the holiday cost will be recalculated based on the final number of guests plus any cancellation charges that may apply to the cancelled people. Please note that where we confirm a ski school reservation on your behalf you personally enter into a contract direct with that ski school.
Complaints and arbitration
We make every effort to ensure that you have a trouble-free holiday. In the event of a complaint concerning the holiday you should immediately report it to your Flexiski representative in the resort and to the relevant supplier, specifying in writing all the pertinent details in order to give us a fair opportunity to investigate the matter. Our representative and/or supplier will naturally do his/her best to resolve the matter on the spot. If you remain dissatisfied, the complaint in resort should be followed by a formal notice of complaint which must be received by us not later than 28 days after the end of your holiday. We regret that we cannot accept liability for any claims which are not notified entirely in accordance with this clause.
We can usually sort out any complaints you may have. But if we cannot agree, you can use the Arbitration Scheme devised for the travel industry by ABTA and administered independently, providing the dispute fits within the rules of the scheme.
This is a simple way of sorting out complaints and there are limits on the costs you might have to pay. You do not have to appear in person, but can send documents to explain your complaint. Details and application forms are available from ABTA, 30 Park Street, London, SE1 9EQ.
Conduct while travelling
We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive or affects other travellers or is threatening or abusive towards our staff or agents in the UK or resort, on the telephone, in writing or in person. If the Captain of your flight or any of our resort staff believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements or restrict your movements on board or disembark you from a ship or aircraft. If you are disruptive and this means you are not allowed to board the flight outbound from the UK, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges. If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. If you are refused carriage because of your disruptive behaviour, or that you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any costs and expenses incurred as a result of your behaviour e.g. the cost of diverting an aircraft or ship to remove you. Criminal proceedings may also be instigated.
Breakages and damages
You are responsible for any breakages, losses or damages caused during your stay in your accommodation and it is your responsibility either to put right the damage or to make full payment to our local representative before departure from the resort.
Privacy policy
TUI UK Limited’s Privacy Policy sets out what information we collect, how we collect it, and what we do with it.
Information about you
Your Information
This refers to a combination of information such as your name, contact details, travel preferences and special needs/disabilities/dietary requirements that you supply us or is supplied to us, including any information about other persons on your booking (“your information”). Your information is collected when you request information from us, contact us (and vice versa) or make a booking. You are responsible for ensuring that other members of your party are aware of the content of our Privacy Policy and consent to your acting on their behalf in all your dealings with us.
We will update your information whenever we can to keep it current, accurate and complete.
Our Use of Your Information
(1) For the purpose of providing you with our services, including your flight, holiday or insurance, etc., we may disclose and process your information outside the UK/EEA. In order for you to travel abroad, it may be mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your information for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate. Some countries will only permit travel if you provide your advance passenger data (for example Caricom API and US secure flight data). These requirements may differ depending on your destination and you are advised to check. Even if not mandatory, we may exercise our discretion to assist where appropriate.
(2) We may collect and process your information for the purposes set out in our registration with the Office of the Information Commissioner, and disclose the same to our group companies for business purposes and also to companies and our service providers who act as “data processors” on our behalf, or to credit and fraud agencies (some of whom are located outside the UK/EEA). These purposes include administration, providing services (and contacting you where necessary), customer care, service quality, business management and operation, re-organisation/structuring/sale of our business (or group companies), risk assessment/management, security, fraud and crime prevention/detection, monitoring, research and analysis, social media, reviews, marketing, customer purchasing preferences and trends, dispute resolution/litigation, credit checking and debt collection.
(3) Information (such as health or religion) may be considered “sensitive personal data” under the Data Protection Act 1998. We collect it to cater to your needs or act in your interest, and we are only prepared to accept sensitive personal data on the condition that we have your positive consent. By booking with us you also agree for your insurers, their agents and medical staff to exchange relevant information and sensitive personal data with us in circumstances where we/they need to act on your behalf or in the interest of passengers or in an emergency.
If you do not agree to Our Use of Your Information above, we cannot engage/do business with you or accept your booking.
Direct Marketing Material
(1) We may from time to time contact you with information on offers of goods and services, brochures, new products, forthcoming events or competitions from our holiday divisions and our group companies. Our websites will assume you to agree to e-communications when you make a booking. We will tailor the information we send you unless you tell us not to. This will enable us to send you more personalised and relevant communications. You will be given the opportunity on every communication to opt-out of this personalisation.
(2) You may indicate your preference regarding receiving third party direct marketing material.
(3) If do not wish to receive such information or would like to change your preference, please refer to point (2) of “Your Rights” below.
Your Rights
(1) On completing our Data Subject Access Request form, you are entitled to a copy of the information we hold about you (for a £10 fee) and to correct any inaccuracies.
(2) You have the right to ask in writing not to receive direct marketing material from us. If available, you can amend your previous preference on our website(s), use our “unsubscribe email” or refer to our literature containing instructions. Once properly notified by you, we will take steps to stop using your information in this way.
(3) For a list of relevant brands, please send us your request.
Please write to TUI UK Limited, Legal Department, TUI Travel House, Crawley Business Quarter, Fleming Way, Crawley, West Sussex RH10 9QL.
Foreign Controls
Outside the European Economic Area (EEA), note that controls on data protection in such countries may not be as strong as the legal requirements in this country.
Use of Tools/"cookies" and links to other websites
If our contact and dealing with you is via our website(s), we may use cookies. To find out more about the types of cookies on our website(s), how we use cookies, to disable them or to change your preference and more, please refer to the information provided on our website(s). By using our website(s), you consent to our use of cookies.
Our website(s) may contain links to third party websites or micro-sites not controlled or owned by us. For example, reference sites or ancillary products and services sites or websites owned by our sister companies. It is your responsibility to check the status of these sites before using them. Please read their applicable terms and conditions, etc. carefully.
Monitoring
To ensure that we carry out your instructions accurately, improve our service and for security and fraud, we may review, monitor and/or record: (1) telephone calls; (2) activities using CCTV in and around our premises; (3) transactions and activities at all points of contact; and (4) web traffic, activities, etc. and social media. All recordings and derivative materials are and shall remain our sole property.
Security statement
We have taken all reasonable steps and have in place appropriate security measures to protect your information.
Changes to this policy
Any changes to this Policy will be either posted on our website, brochure and/or made available on request.
