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Terms and Conditions

TERMS OF BUSINESS

Voyager Travel Direct is a trading name of Voyager Systems (Travel Division) Limited and is a member of ABTA Limited (ABTA no J4920) which means you have the benefit of ABTA’s assistance and Code of Conduct. Many of the travel arrangements that we sell are protected in case of the financial failure of the travel company. Please ask us about the protection that applies to your booking.

These are the terms on which Voyager Travel Direct will make a booking for your travel or holiday requirements.  When making a booking, we will arrange for you to enter into a contract with the Principal (Tour Operator/Airline/Cruise Company or other Supplier) named on your receipt. Where the Principal is a Tour Operator who holds an ATOL (Air Travel Operators Licence), the licence number is clearly shown on your receipt. As Agent, we accept no responsibility for the acts or omissions of the Principal or Supplier or for the services provided by them.  The Principal’s(s’) or Supplier’s(s’) Terms and Conditions will apply to your booking and you are bound by the terms and conditions of the Principal or Supplier and we advise you to read these carefully as they do contain important information about your booking.  Copies of the terms and conditions can be found in the relevant brochures or can be supplied to you on request.

All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements but an invitation to you to make an offer to the suppliers of the arrangements.  We are free to accept that offer on behalf of those suppliers or to reject it.

For further information about ABTA and the Code of Conduct visit www.abta.com

For further information about ATOL visit www.caa.co.uk

GOVERNING LAW

This web site has been designed for use within the United Kingdom and by accessing the web site, you are agreeing to the fact that any disputes which may arise, will be dealt with by the Courts of England and that English law will apply.

You can have access to any part of the web site and print any page for your personal use. You cannot copy, display, reproduce or publish any material on this web site to use for commercial purposes.

DISCLAIMER

The information displayed on this website, is obtained from a number of sources, including brochures of Operators for whom we act as Agents. Facilities and services may be subject to change, therefore whilst making every endeavour to ensure the information is correct, Voyager Travel Direct cannot guarantee the accuracy of this information.

We reserve the right to alter the prices of any of the travel arrangements shown.  You will be advised of the current price of the arrangements that you wish to book, before your contract is confirmed.

This web site contains links to other sites and Voyager Travel Direct is not responsible for the content of these linked web sites.  PLEASE NOTE: External sites may not be members of ABTA.

NOTE:
Any links on this web site which are provided to help you find further information, are not the responsibility of Voyager Travel Direct.

The terms and conditions of this web site are subject to change. By browsing this web site, you are bound by the terms and conditions in force at the time you are browsing.

RESERVATIONS

All holidays advertised are subject to availability. Prices displayed are based on maximum occupancy and should be used as a guide only. A final costing will be provided to you when all details have been obtained, prior to confirmation of your booking.

Our web site is updated on a regular basis but due to the fluid pricing in place with most Tour Operators, we cannot guarantee the availability of any holiday, accommodation or flight at the advertised price.

All travel arrangements purchased as a result of using this web site are subject to the terms and conditions of the Principal (i.e. Tour Operator, Carrier, Accommodation etc) and constitute a legal agreement.

Accommodation ratings displayed may be official Tourist Board ratings or Tour Operator's own ratings and there may be a difference between the two. In addition, ratings can differ from Operator to Operator.  Tour Operators often use letters or keys for the accommodation ratings, eg 3A or 4T.  These are uniform throughout their brochure but are not necessarily the official rating of the country of destination nor are they to be compared with ratings within the UK.

To assist, some commonly used abbreviations:-

  • RO: Room Only
  • SC: Self Catering
  • CA: Catered For 
  • BB: Bed & Breakfast
  • HB: Half Board
  • FB: Full Board
  • AI: All Inclusive (included items can vary - check individual accommodation details)
  • MP: Meal Plan
  • FO: Flight Only
  • AOA: Allocated on Arrival
  • TOD: Ticket on Departure

 

The standard international practice is to let rooms from Midday to Midday.  However times do vary.  Check-in times are usually between 2pm and 3pm, check-out times between 11.00am and 12noon on the day of departure.  Therefore if you check-in immediately after a night flight, this would normally count as one night’s accommodation.  Similarly if your return flight is at night, you will normally be required to vacate your room at 12noon prior to leaving for the airport.  Day rooms are subject to availability/cost and should be arranged locally with the accommodation management.

The luggage allowance for Tour Operators and Airlines can vary and it is your responsibility to check the amount allowed, before travelling.  In some instances it is possible to pre-pay to increase the amount of luggage allowance.

Restrictions apply to items permitted to be carried in hand luggage view www.gov.uk/hand-luggage-restrictions .

‘LATE’ BOOKINGS

If you book a 'late' holiday and your accommodation is 'allocated on arrival' please be aware that special requests will not be available and therefore if you have any special needs, medical requests etc, you are strongly advised to book named accommodation.

In addition, many Tour Operators reduce the luggage allowance on 'late' deals to a maximum of 15kg. Transfers are not always included (available at extra cost)

Flight meals are not always included (available at extra cost)

Tickets often have to be collected at the airport (a charge is made for this by the Tour Operators)

ALLOCATED ON ARRIVAL, SPECIAL NEEDS OR SPECIAL REQUESTS

If your accommodation is ‘allocated on arrival’, special requests will not be available nor will we be able to advise you accommodation/resort details prior to departure.  You will be advised of your accommodation/resort upon arrival at your destination airport. ‘Allocated on arrival’ holidays are not suitable for passengers with impaired mobility or specific needs, eg children’s facilities etc.

Regarding special requests for named accommodation, for example, low floor, adjoining rooms etc, we will pass these requests onto the Tour Operator but would stress that they are only requests and cannot be guaranteed.

Information for customers with disabilities and procedure for notifying special requests. 

It is your responsibility to ensure that you provide all the relevant details of your requirements at all stages of your journey, before you make a reservation. You can use the ABTA checklist, Checklist for Disabled and Less Mobile Passengers, on www.abta.com – go to Consumer Zone and select ‘Accessible travel’

BOOKING DETAILS

When a booking is made, all details will be read back to you.  Once you have confirmed these details, we will proceed to confirm the booking with the Principal or Supplier. Please check thoroughly that all names, dates, timings etc are correct upon receipt of your documents. Should any detail be incorrect, please advise immediately by contacting our Customer Service Centre on 0114 2887480 or email csc@voyagertraveldirect.co.uk. Any changes to these details may incur charges.  Please ensure that all the names given are the same as in the relevant passport.

Where we act as Agent for an ATOL holder, you will be sent the ATOL holder’s certificate.

DATA PROTECTION POLICY

Your Booking

In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name, address, any special needs/dietary requirements etc.

We take full responsibility for ensuring that proper security measures are in place to protect your information.  We must pass the information on to the relevant suppliers of your travel arrangements such as your Tour Operator, airlines, hotels, transport companies 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.

If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other trans-national serious crimes.

Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not however, pass any information onto any person not responsible for part of your travel arrangements.  This applies to any sensitive information that you give to us such as details of any disabilities or dietary/religious requirements. (If we cannot pass thisinformation to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed onto the relevant persons).

Usually your Tour Operator or other Principal will pass this information onto their Suppliers once we have provided it to them. The Tour Operator or other Principal's use of your information is subject to their policy, both in respect of your booking and any future marketing and is their responsibility. Please ask for a copy of this if you would like to see it.

Your data controller is Voyager Systems (Travel Division) Limited trading as Voyager Travel Direct.

You are entitled to a copy of your information held by us. If you would like to see this, please ask. (We will make a nominal charge for supplying this)

PAYMENT

You will be required to pay a deposit or make full payment of your booking for all reservations departing within 14 weeks.  Where you only pay a deposit, you must pay the full balance to Voyager Travel Direct by the balance due date notified to you.  If full payment is not received by the balance due date, we will notify the Principal or Supplier who may cancel your booking and charge the cancellation fees set out in their terms and conditions. In addition, we reserve the right to charge an administration fee of £25 per person for late payment.

A handling charge of 1% will be made on credit card payments with the exception of American Express, overseas credit cards and business cards where the handling charge is 2.5%. There is no charge for Visa Debit cards.

FLIGHT TIMES AND TICKETS

All flight times are provisional and subject to change as per the carrier's terms and conditions. All times are based on the 24 hour clock (i.e. 00.00 to 11.59 is am (morning) and 12.00 to 23.59 is pm (evening)) and local times are quoted throughout. Many airlines require reconfirmation of travel arrangements, outbound and inbound, 48 hrs before departure.

Paper tickets are normally despatched within fourteen days of departure with the exception of late bookings where they are collected at the airport. If travel documents are not received within seven days of departure, please contact our Customer Services Department on 0114 2887480 or email csc@voyagertraveldirect.co.uk Electronic tickets (e tickets) will be sent by email unless we receive instructions to send them by post.

PLEASE NOTE: All holidays and flights on this web site are for departure in the UK.

CANCELLATION OR AMENDMENT

To cancel your reservation, instructions must be sent in writing from the lead passenger on the booking and will not take effect until received by us. 

E-mail csc@voyagertraveldirect.co.uk or write to Customer Service Department, PO Box 3129 Sheffield S36 1WA.

Charges are set by Tour Operators in accordance with their booking conditions, which govern the contract. Most cancellation charges are based on a sliding scale with a percentage of the holiday cost payable in cancellation fees. The scale rises the closer it is to departure date. In addition, amendments are subject to the Principal's terms and conditions and must be authorised by the lead passenger on the booking. Contact Customer Service Department by e-mail, letter or telephone to ascertain the costs involved. Voyager Travel Direct reserve the right to make an administration charge, in addition to the Principals, as stated below.

INSURANCE

Many Principals/Suppliers require you to take out travel insurance as a condition of booking with them. We strongly advise, when travelling abroad, you take adequate travel insurance to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Failure to disclose relevant information may invalidate your policy eg pre-existing medical conditions.

We would request that you supply us with details of your Insurer and policy number to keep on file.

You can follow the link www.insurancereferrals.cu.uk for a quotation and to obtain Travel Insurance.

DELIVERY OF DOCUMENTS

Documents will be sent by email unless requested to be sent by post. Once the documents leave our offices, we will not be responsible for their loss unless such loss is due to our negligence.  If tickets or other documents need to be re-issued, any costs incurred must be paid by you.  You can ask for delivery by other means subject to the charges below.

PASSPORT AND VISAS

We can provide general information about the passport and visa requirements for your trip.  Your specific passport and visa requirements and other immigration requirements for you and your party are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Due to continuing changes regarding visa and passport rules and regulations, it is essential that British Citizens check for up to date information relating to your specific destination.  Visit www.gov.uk/foreign-travel-advice for the latest information on visa and passport requirements for the country you are visiting. Neither the Principal(s) or Supplier(s) nor we, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. 

All passengers must hold valid passports and most countries stipulate that there is a minimum of at least 6 months validity remaining on the passport after your return date.  If your passport is in its final year, you should check with the Embassy of the country you are visiting.

Everyone over the age of 16 must have their own passport. All children require an individual passport with the exception of children who currently appear on a parent's passport and are under the age of 16. Please note if a child is included on a parent's passport, they will only be able to travel abroad with that parent.

Special conditions apply for travel to the USA, please check uk.usembassy.gov

All passengers must have individual machine readable passports and obtain authorisation to travel in advance of departure with an Electronic System for Travel Authorisation (ESTA).  The ESTA can be applied and paid for online on the official website at https://esta.cbp.dhs.gov

NOTE: The Indian Authorities do not allow Indian Passport holders to travel on charter flights to Goa and India.

A visa is required for travel to Turkey which can be obtained either on arrival or before travel online (www.e-visa.gov.tr).  Please note with effect from 31 December 2014, it will be essential to obtain your e-visa online before travel, failure to do so may result in refusal of entry.

Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type.  Please ask for full details.

For further information contact the Passport Office on 0870 5210410 or visit www.passport.gov.uk

It is your responsibility to check visa requirements for your destination.

Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk/foreign-travel-advice .

The Foreign and Commonwealth Office (FCO) provide up to date information on safety issues worldwide, visit www.fco.gov.uk/knowbeforeyougo

Non British Citizens, including other EU nationals, should contact the Embassy, High Commission or Consulate of your destination, for up to date advice on passport requirements.

HEALTH

We can provide general information about any health requirements for your trip but you should check recommended vaccinations and other precautions from a qualified health professional, either a GP, practice nurse, pharmacist or at a travel health clinic for your own specific circumstances. For further information visit www.nathnac.org

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.  It may be necessary to reconfirm your flight with the airline prior to departure.  Please ask us for details at least 72 hours before your outbound flight.  You should take a note of any reference number or contact name when reconfirming.  If you fail to reconfirm, you may be refused permission to board the aircraft and you are unlikely to receive any refund.

COMPLAINTS

Any dissatisfaction regarding your travel or holiday arrangements must be reported to the Principal or their local Supplier, Agent or Representative in resort, immediately.  If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint.  The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, this should be done in writing by email or letter.

We are a Member of ABTA, membership number J4920. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

CALL MONITORING

Any telephone calls you make to Voyager Travel Direct may be recorded for training purposes and also to maintain our Quality of Service.

BOOKING FEES AND SERVICE CHARGES 

In certain circumstances, we may apply a service charge for the services we provide.

SERVICE CHARGES

Booking fees where applicable Advised at time of booking
Cancellation or Amendment Principal's charge + up to £50pp
Credit Card Charge 1%
American Express Charge 2.5%
Visa Business and Overseas Credit Card 2.5%
Visa Debit Charge No Charge
Tickets dispatched by insured delivery Cost of Delivery + up to £50pp

ABTA INFORMATION

Voyager Travel Direct is a Member of ABTA.  ABTA and ABTA Members help holidaymakers to get the most from their travel and assist when things don’t go according to plan.  We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.  Contact ABTA, 30 Park Street, London SE1 9EQ, tel: 020 3117 0500.

Please do not hesitate to contact us if you have any queries or wish to add further travel arrangements

Thank you for visiting our web site

Voyager Travel Direct
PO Box 3129
Sheffield
S36 1WA

Reservations: tel: 0114 2504090

Email: enquiries@voyagertraveldirect.co.uk

Customer Service Centre: tel: 0114 2887480       

Email: csc@voyagertraveldirect.co.uk

Voyager Travel Direct is a trading name of Voyager Systems (Travel Division) Limited, registered office 473 Manchester Road, Stocksbridge, Sheffield, S36 1DH. Company registration number 2570828. V & Voyager are registered trademarks under the Trademarks Act of Great Britain and Northern Ireland, Registered number 2057732. VAT No. 534040289

 

This page last updated 5 January 2016

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