Package Travel Regulations

Package Travel Regulations

If you are a UK or EU resident and your booking is a package holiday, within the meaning of the Package Travel and Linked Travel Arrangements Regulations, you may benefit from all rights applying to packages.

Special Requests: Any special requests from you or any member of your party must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your booking confirmation or any other documentation or that it has been passed on to the Supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us.

Yellow Zebra Travel Ltd (2nd Floor, The Malt House, 25-29 High St, Kingston upon Thames KT1 1LL and registered at Companies House under number 8024244) will accept responsibility for the arrangements we agree to provide or arrange for you as an Organizer, as set out in these Terms and Conditions. As such, we are responsible for the proper provision of all services included in your Package (which are as set out in your booking confirmation).

Prompt assistance: Yellow Zebra Travel Ltd shall provide you with appropriate assistance without undue delay if you are in difficulty while 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 a member of your party or through your or their negligence or misconduct.

Financial protection: Yellow Zebra Travel Ltd provide financial protection for our flight-inclusive packages by way of our Air Travel Organiser’s Licence number 10614 issued by the UK Civil Aviation Authority, Aviation House, Beehive Ringroad, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email [email protected] .

When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

You must inform us without undue delay of any failure to perform or improper performance of the travel services included in your Package. It is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us. If we or a supplier negligently perform or arrange those services and we do not remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your trip, you may be entitled to an appropriate price reduction or compensation or both.

Complaints: If you want to make a complaint against us, please contact our customer service team first and we will let you know about our available in-house complaint handling procedures and the alternative dispute resolution procedures we use.

Right To Transfer: You may transfer your package booking to someone else, who satisfies all conditions that apply to your booking, provided we receive written notice from you no later than 7 days before departure. Both you and the transferee are responsible for paying all costs we incur in making the transfer and will remain jointly and severally liable for payment of all sums remaining due for your booking.

More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at https://www.legislation.gov.uk/uksi/2018/634/schedule/2/made and the details of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at https://www.legislation.gov.uk/uksi/2018/634.