Terms Of Business

Please read these terms and conditions very carefully. They apply to all the holidays and flights described, and they deal with your rights and obligations to us and ours to you. We are committed to a policy of fair trading and make every effort to ensure you will have an enjoyable holiday with us.

 

2) YOUR FINANCIAL SECURITY
FHR Travel Limited is bonded by The Travel Trust Association (TTA). The TTA is a trade association of Travel Agents, Tour Operators, and Travel Organisers, that operate trust accounts, in order to provide financial protection for the consumer. The TTA lays down strict guidelines on how customer funds may be handled and each member must adhere to these guidelines. Every TTA Member puts customer funds into a designated trust account, which is supervised by an independent trustee. The Trustee is a Banker, Chartered or Certified Accountant or solicitor. Your funds are held in this account and may not be released unless you receive your holiday or your funds are released to another company that becomes responsible and provides for your financial protection. Our Travel Trust Association licence number is U9159.

 

3) BONDING
Traditionally travel companies arrange bonds, which pay out in the event of the insolvency of the travel company. This provides for a set amount of cover for all customers of the travel company, who have made a booking at the time of insolvency. This arrangement is intended to meet their claims. However if the total amount of the bond is insufficient, only part of the money can be reimbursed. With a TTA Member a Trust operation is in place and all your money will be available because it is protected by the Travel Protection Plan.

4) THE PLAN
The Travel Protection Plan covers every service which you have booked from a Travel company whether it is for transport, accommodation, entertainment or recreation. It involves two aspects, firstly the Trust Account operated for your benefit. The money may only be released from the Trust to pay for the services which you have booked. Secondly there is further protection from insurance cover provided by the Safe Seat Plan, if your money is not in the Trust Account. It will reimburse the loss of any amount paid to the Travel Agent for your booking up to a maximum any one passenger of £11,000. So if you have paid £2,000, the policy will reimburse the loss of the £2,000, where it is not available for you from the Trust Account. Therefore the Trust Account plus the Safe Seat Plan
Insurance coverage will ensure that all the money which you have paid is safely protected and available to pay for those services which you have booked.

 

5) CLAIMS
Should the TTA Member become insolvent, in most instances your money will still be held within the TTA Members Trust account by the designated Trustee, and available to pay for your holiday. If the money is not there, then the insurance policy is available to reimburse your loss. In some cases your holiday may continue as the providers or suppliers have already been paid. Where you have only paid a deposit and still have an outstanding balance, your holiday may be unaffected and by paying the balance your holiday will continue as planned. Where possible, attempts will be made to ensure that you can carry on with your original holiday arrangements. If you require a claim form for the Safe Seat Plan or have inquiries, contact:

6) YOUR HOLIDAY CONTRACT
FHR Travel Limited acts as an agent for ATOL protected operators. When you make a booking or any travel arrangements verbally, electronically or in writing, you will be bound by the booking conditions of the ATOL agency through whom your flights are booked, we will send you our written confirmation invoice and a contract is made. Once the contract is made you are responsible to us to pay for the holiday that has been booked on your behalf, in each case subject to the terms and conditions laid down on these pages, and the terms and conditions of the ATOL operator. The person, who makes the booking or otherwise contracts with us, accepts responsibility for making all payments to us for all members of the party. We will send all required documents and other
information to that person who will in turn be responsible for ensuring that other members of the party are kept fully informed.

 

7) BOOKING AND PAYMENT
At the time of booking your flight or package holiday a minimum deposit of £150.00 per person plus any applicable insurance premiums and credit card charges for all bookings or full payment if less than 12 weeks before departure together with any applicable insurance premiums must be paid for by credit or debit card / subject to a 2.5% credit card charge or £2.00 debit card charge. FHR Travel Limited will in turn send you an ATOL receipt along with a confirmation invoice. FHR Travel Limited reserves the right to decline any booking.

 

8) BALANCE PAYMENT
The balance due to us in respect of any booking as shown on a confirmation invoice must be paid at least twelve weeks prior to the departure date. If the payment is not received in full by us by the given date on the confirmation invoice, we reserve the right to treat your booking as cancelled by you and retain your deposit and apply the cancellation charges as set out later on this page. No reminder or final demand will be issued by FHR Travel Limited and any late payment may be treated as a full cancellation whereby our cancellation charges will take effect.

 

9) OUR INVOICE
Our confirmation invoice is our final invoice, which must be paid for at least 12 weeks prior to the scheduled departure date. Should there be any unforeseen change to your holiday arrangements these will be advised in the form of a revised invoice sent to you. Any errors must be reported to us within 7 days. Failure to do so will result in cancelation or amendment charges being levied.

 

10) TRAVEL INSURANCE
It is compulsory that all members of the party hold fully comprehensive insurance at the time of travel. We recommend that you take out fully comprehensive travel insurance at the time of booking to protect not only against loss or injury whilst on holiday but against unforeseen cancellation prior to travel. If you do not wish to take out our insurance we require that you give us the details of the alternative insurance cover that you have organised.

 

11) PASSPORTS, VISA AND HEALTH INFORMATION
It is your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa and that you have obtained any necessary vaccinations to gain entry to any country you are visiting. We recommend that you check passport/visa requirements with the Embassy or Consulate of the country you intend to visit and that you consult your GP or the Foreign Office regarding health requirements. Requirements may change and you must check the up to date position in good time before departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part tocarry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

 

All clients must be in possession of a full 10-year passport. You MUST inform FHR Travel Limited if you are travelling on a British Subject's Passport. Please ensure that you take your passport with you to present at check-in. If you are booked on a domestic flight within the UK then other forms of ID may be accepted. Please visit our Frequently Asked Questions section for more information.

 

The following applies to EC passport holders. Visas are required to be purchased in advance for certain countries, including Egypt and India. Other countries, including Israel and Turkey require tourist single entry visas to be purchased on arrival. If you are not travelling on an EC passport, other rules may apply. Please check for advice with the embassy of the country you are travelling to.

 

Medical Advice
Please ensure that you ask a doctor for any medical advice applicable to the countries you will visit. Check what vaccinations you need with your GP at least six weeks before you travel. Make sure that any medication you need to take regularly is legal in the country you are travelling to. Pack any prescription medication in your hand luggage and take the prescription with you. If you are travelling within the EU, get an EHIC (formerly E111) from the Post Office so that you can get reduced or free emergency care.

 

12) CHANGES MADE BY US
It is unlikely that we will have to amend your booking. Occasionally changes may be made which we reserve the right to do at any time. Most of these changes are minor and we will advise you at the earliest possible date. Flight timings and carriers set out in our publicity material are subject to change and all details given to you are for guidance only. Confirmed details will be as shown on your ticket. It is your responsibility to check all details on both the confirmation invoices and flight tickets for errors or anomalies.

 

Material Changes
Should a material change become necessary we will inform you as soon as reasonably possible. You may decide whether or not to accept the change although you must let us know by return. A material change is one made to your travel arrangements before departure involving change of departure or arrival airport (other than between airports within the same city airport system), outward or return flights being re-scheduled by more than 12 hours. If we or our suppliers alter the airline, aircraft type operating your flight or routing this is not a material change and we will be under no obligation to notify you of any such change in advance. If you do not wish to accept a material change we will give you a full refund.

 

Accommodation
As we do not control the day to day management of your accommodation, it is possible that we may be advised that the reserved accommodation may not be suitable or available to you upon arrival in resort. If this happens, we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available then we will refund the difference of the brochure/web price between the accommodation booked and that available together with compensation of £20 per person for any inconvenience.

Important Note
We are not responsible for changes which arise as a result of situations outside of our control such as technical or maintenance problems with means of transportation, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, war or threat of war, civil strife, industrial disputes, natural disasters, bad weather or terrorist activity.

 

Late Bookings
Bookings receive within 10 working day of departure constitute a late booking and may result in the booked accommodation being unavailable and a comparable substitute being provided. FHR Travel Limited will always endeavour to inform you of any change prior to departure but reserve the right to inform you upon arrival at your destination airport.

 

13) CANCELLATIONS BY US
We reserve the right in any circumstance to cancel your holiday. If we have to cancel your holiday (other than for late or non-payment by you) we will offer you either (i) an alternative holiday of comparable type, though if the alternative offered is at additional cost, the difference will be payable by you and any `No Surcharge Guarantee` on the original booking will not apply or (ii) a full refund of all monies paid, in either case being the only recompense which will be due to you.

 

14) CHANGES MADE BY YOU
If you find it necessary to change your booking to another holiday or if you wish to amend your booking, we will make a minimum charge of £35.00 per person, plus any charges applicable by the ATOL Company that your flights are booked through and/or the accommodation supplier, for each change made. Any alterations to your travel arrangements notified by you less than ten weeks before departure date will be treated as a cancellation of your original booking. The new arrangements including name changes will be regarded as an entirely new booking. In each of the above a revised invoice will be sent showing the new details and as appropriate the amendment charges and any additional charges. Please note that all changes must be confirmed in writing by the lead passenger a minimum of two months prior to departure. Thereafter, except as provided by applicable law, cancellation charges, as outlined below, apply. If all names on a booking need to be changed, cancellation charges, as outlined below, apply as at least one name from an original booking must remain. It is not possible to amend from one season to another; cancellation charges, as outlined below, apply. Some types of accommodation are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your holiday cost based on the new number of people travelling. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and is not covered by your travel insurance. It is important that you check to make sure that the names, initials and titles on the confirmation and/or ATOL invoices match those in the corresponding passports otherwise the passengers concerned may not be permitted to travel and any applicable insurance will not be effective. Any errors concerning the booking must be notified to FHR Travel Limited within 5 working days of the despatch of invoice. No responsibility will be accepted for costs arising from none notification of booking errors within this time limit.

 

Should you wish to change accommodation in resort, a fee of £30 per booking, 3 days cancellation fee of the accommodation being vacated plus any additional costs will be chargeable prior to the move being facilitated. Travel costs between properties will be your own responsibility. Flight amendments in resort may be possible subject to availability. However, charter flights are nonexchangeable or cancellable. New flights may be purchased but existing flights will be forfeited and no refund made.

 

15) CANCELLATIONS MADE BY YOU
If you wish to cancel a confirmed booking this must be done in writing by the lead passenger. These instructions should be supplied to our administration department. We recommend that letters of cancellation are sent by recorded delivery post as none delivery may result in additional cancellation costs. Cancellation takes effect from the date we receive such a letter or fax. Proof of delivery does not constitute proof of receipt. Cancellation charges will be calculated as set out in the table below, and we will notify you by way of an invoice within two weeks of receipt of your cancellation. Period before Scheduled Departure Date that Notice of Cancellation is Received Cancellation Charge as a % of total holiday price (excluding insurance premiums & card charges).

 

Additional Charges
If you cancel your holiday:
More than 85 days before departure
Deposit Only + Additional charges levied by the ATOL flight provider
66 - 84 Days
60% + Additional charges levied by the ATOL flight provider
53 - 65 Days
70% + Additional charges levied by the ATOL flight provider
1 - 52 Days
100% + Additional charges levied by the ATOL flight provider

Please note that if you have to cancel for reasons covered by your travel insurance policy, you will be able to reclaim your cancellation charges. Cancellation charges exclude the insurance premium which is not refundable.
 

Any errors must be notified to FHR Travel Limited within 5 days of despatch of your invoice. Failure to do so will result in the aforementioned charges being levied without exception.

 

16) IF YOU HAVE A REASON FOR COMPLAINT
Any complaints arising from your holiday that are in our direct sphere of control should be notified to your resort representative or the FHR Travel Limited appointed resort agent who will do whatever he/she can to help there and then, and also to the accommodation owner or supplier of the service in question so that remedial action can be taken without delay. If the matter cannot be resolved whilst in resort you should obtain a report form from your representative or local agent. Most complaints are of a minor nature which can be dealt with in resort. It is essential that you give us the opportunity to help you by letting our representative know quickly if you have any complaint. Should you fail to follow this simple procedure we cannot accept responsibility as we would have been deprived of the opportunity to investigate and rectify any problem. Should the matter remain unresolved to your satisfaction a Customer Service Report Form (CSR) must be completed in resort and signed by the locally appointed agent, representative or Area Manager or an email sent to admin@mytravelagents.co.uk Later claims or complaints cannot be accepted without a completed CSR or email.

 

Should you feel that a complaint has not been dealt with to your satisfaction please write to the Customer Relations Department, FHR Travel Limited, 1 Hogarth House, Sutton Grove, Sutton, Surrey. SM1 4TG within 10 days of your return date quoting your booking reference, date of departure, and most important enclose your copy of the report form. Failure to comply with these conditions will result in nullifying any and all claims arising from the holiday. No claims for expenses will be considered without appropriate receipts or invoices. We hope to ensure that we can come to an amicable agreement.

 

17) YOUR RESPONSIBILITY
It is your responsibility to ensure that you and all those for whom you are booking are in possession of valid passports and any appropriate visas. You are responsible for any charges, fines etc. that may be levied by authorities in the UK or overseas for non-compliance of regulations in this area and any such amounts will be charged or recharged to you. Similarly, it is your responsibility to check with your doctor as to what vaccinations, or inoculations are advisable for your destination. Airline regulations state that women 28 weeks or more into pregnancy at the time of return travel must have a medical certificate of fitness to travel. Normally, permission to travel is refused after 32 weeks. Your booking is accepted upon the clear understanding that we cannot be liable if any airline refuses to accept you or any member of your party as a passenger on these grounds.

 

18) CONDITIONS OF CARRIAGE / ACCOMMODATION
We are neither a carrier nor a provider of accommodation. Transportation on an aircraft, coach, train or ship is subject to the conditions of carriage of that company, some of which limits or excludes liability. These conditions are often the subject of International agreements between countries and copies of the conditions which apply to your holiday journey may be available for inspection at the office of the carrier concerned. FHR Travel Limited does not enter into an agreement for carriage by air but only undertakes to reserve on your behalf, accommodation on board an aircraft operated by one or other of the airlines mentioned on our website or in our brochure, or such other airlines as may be substituted. The availability or provision of accommodation booked is subject to the house rules of the hotel or other accommodation providing agent or agent undertaking to provide such accommodation.

 

19) UNUSED SERVICES
No refund will be due to you in respect of on-use of any part of the travel arrangements made for you.

 

20) YOUR CONDUCT
FHR Travel Limited and its providers of flights and accommodation reserve the right in our absolute discretion to terminate your holiday arrangements without notice should your behaviour be such that it is likely in our opinion to cause distress, damage, annoyance or danger to any other person. In such circumstances, no refund or compensation will be due to you. Naturally, you are subject to local laws and must respect local culture, customs and dress code. Using or possessing drugs of any kind may result in a jail sentence. If you cause, or appear likely to cause, damage or distress to others or to property, either ourselves or the supplier concerned (air carrier, hotel or ground handler, etc) may terminate their services on the spot without refund or compensation.

 

21) WEBSITE ACCURACY
FHR Travel Limited go to great lengths to ensure that the information contained on its website is correct and does not endorse accept responsibility or liability either directly or indirectly for advertising or claims made by the accommodation supplier or any third party either prior to or after departure. If in doubt, please refer to the description on the FHR Travel Limited website or brochure. All descriptions and photographs are accurate to the best of our knowledge, but may be subject to change. We will endeavour to advise you of any changes, but cannot be held responsible for incidents beyond our control. Our accommodation star ratings are provided by the ministry of tourism for Turkey and may not reflect expected levels of decor, ambiance or service.

 

22) HOTEL FACILITIES
Facilities in the hotel description will normally be available and are given by us in all good faith. However, some of these may be withdrawn or restricted at times like low seasons depending on demand and occupancy, otherwise at the discretion of hotel management. There will be some facilities offered by a hotel which are subject to a local charge directly payable to the hotel. These fees are totally at the manager’s discretion. With facilities such as air-conditioning, if a hotel doesn’t have air-conditioning in every room within our allocation it will be on request, subject to availability and payable locally. Rooms are reserved in accordance with international hotels agreements, from 12 noon to 12 noon from the day of your departure from the UK to endure that a room is available for you upon arrival. Please note that with night flights this may entail vacating your room at 12 noon on the day of you departure and only actually occupying your room for 13 nights. Most hotels can provide luggage storage and shower facilities and for a small charge payable to the hotel you may be able to keep of your room until departure. This arrangement is made directly with the hotel and is subject to availability as your accommodation contract expires at 12 noon accordingly.

 

23) LOCALLY PURCHASED SERVICES & EXCURISIONS
Please note that if you purchase any additional services locally such as tours and excursions, FHR Travel Limited is not party to these arrangements and you will be bound by the local operator’s terms and conditions of booking.

 

24) CHARTER FLIGHTS
In the sale of charter flights FHR Travel Limited acts as a booking agent on behalf of the various third party suppliers. What this means is that the contract for the charter flight will be between you and the relevant supplier and you will be subject to ours and theirs terms and conditions. Charter flights are usually protected under the ATOL license of their respective suppliers. It is always advisable however to check the protection offered by the supplier of your flight, as FHR Travel Limited shall not have any contractual liability to you in respect to the products purchased. Because of the sophisticated technology required in obtaining accurate availability from multiple suppliers, errors may occur to this respect. In such case FHR Travel Limited will put its best endeavours to find an alternative flight fulfilling your initial requirements or may reserve the right to cancel the reservation if the supplier is not able to honour the contract. Amendments or cancellations for these products may levy fees from both FHR Travel Limited and the supplier involved. FHR Travel Limited amendments and cancellation charges are set in the general terms and conditions.

 

25) FLIGHT RECONFIRMATION
It is imperative and a strict condition of booking that you confirm your inbound flight details with the local representatives office noted on your tickets (not the local airport authorities who are renowned for giving out of date information) as flight times may change after booking or while you are on holiday and if they do and you miss your flight and you have not reconfirmed then we are not responsible for arranging alternative travel. Re-Confirmation should be not more than 48 hours and no less than 18 hours prior to the previously notified flight time. (72 hours if the reconfirmation period falls over a public holiday in either your country of origin or the country you are currently staying). Please be warned that some people rely on third parties (e.g. Hotel receptions) to reconfirm their flights, the problem is either they do not reconfirm or do not reconfirm with our local representatives as detailed on the itinerary, so therefore we accept no liability for clients who fail to reconfirm in person and if you do rely on a third person and they give you the wrong information you will have to take it up with them and not us. The system is proven so please use as instructed. As FHR Travel Limited does not operate your flight and only purchase flights on your behalf, flight reconfirmation cannot be made with the local FHR Travel Limited office but must be made with the local office of the airline or its appointed representatives.

26) C.A.A. RULES ON FLIGHT SECTOR USAGE
C.A.A. regulations specify that both the outbound and inbound sectors of the air ticket must be used. If the outbound is not used, the passenger will not be allowed to travel home on the inbound flight. Should anyone check in less than 90 minutes before the ticketed departure time, admission to the flight is likely to be refused. Should anyone be refused admission to the flight or destination country by the airline or Government authority, and then we are powerless to assist and cannot be held responsible or liable.

 

27) DATA PROTECTION AND PRIVACY POLICY
We have taken every possible measure to ensure the confidentiality of your personal information. However, some of the details must be passed to the suppliers associated with your holiday, such as your tour operator, airline, hotel, transportation company, insurance provider etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration, if required by them, or as required by law. Please note that once your information is passed onto the suppliers associated with your holiday, then the information becomes subject to their data protection policy. You may obtain a copy of our data protection policy either when you receive confirmation for your holiday or upon request. The data protection policies of the various suppliers can be usually found within their brochures.

28) JURISDICTION AND LIABILITY
Your contract with us, made on these terms contained on our brochure, is subject to English Law and jurisdiction. By booking with FHR Travel Limited you agree to the full Terms and Conditions as found on our website.