12.1 If we promote the services of any third party offering services other than flights (such as rail and coach transfers, hotel or hostel reservations, car rental, parking services or airport fast track services), those services are provided by the third parties and their terms and conditions will apply. We are not responsible for any aspect of their services. In particular we are not responsible for any late or incorrect information, or for a lack of information.
12.2 If, after selecting and paying for one travel service, you book additional travel services for your trip via our website, you will not benefit from rights applying to packages under Directive (EU) 2015/2302. Therefore, we will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant service provider.
However, if you book any additional travel services during the same visit to our website, the travel services may become part of a linked travel arrangement. In that case we have protection in place, in accordance with EU law, to refund your payments to us for services not performed in the unlikely event of our insolvency, and, where necessary, for your repatriation. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.
For more information on insolvency protection, click here.
12.3.1 If you have received an email from us confirming that the combination of services you have booked constitutes a package, you will benefit from all EU rights applying to the packages and we will be responsible for proper performance.
12.3.2 You may transfer your package to another person subject to giving us reasonable notice and subject to paying any fees arising from the transfer, including the Name Change Fee as per our Table of Fees in relation to the flight component.
12.3.3 You may cancel your package booking subject to paying a cancellation charge equal to the price of the package, less any cost savings recovered from the third-party travel service provider. You may have the right to cancel your package booking without any charge in the event of unavoidable and extraordinary circumstances occurring at the package destination affecting the performance of the package, in which case you will be entitled to a refund but no other compensation.
12.3.4 We reserve the right to make changes to your package. Any minor changes to the package (including a change of flight time of less than 24 hours, a change of carrier, a change of departure or destination airport to another within the same region, a change of accommodation or car hire to another of the same or higher standard) will not entitle you to any compensation.
12.3.5. If there is a problem with any component of your package, please first contact the relevant provider of that component, which will be us for the flight component. In the event that a relevant third-party provider does not resolve the problem or there has been a significant deficiency or failure in performance of the package, you must inform us immediately and we will make reasonable alternative arrangements.
12.3.6 We have full protection in place for packages to refund your payments and, where necessary, to ensure repatriation, in the unlikely event that we become insolvent. We have taken out insolvency protection with International Protection Limited (IPP) and underwritten by certain syndicates at Lloyd’s. Travellers may contact IPP (IPP Claims at InTrust, Postbus 23212, 2001 KE Rotterdam, the Netherlands; +31 1031 20666; firstname.lastname@example.org) or, where applicable, the Commission for Aviation Regulation (3rd Floor, Alexandra House, Earlsfort Terrace, Dublin 2, Ireland; +353 (0)1 6611700; email@example.com) if services are denied because of our insolvency.
12.3.7 We reserve the right to terminate your package booking in the event we are prevented from performing the booking due to unavoidable and extraordinary circumstances, and we notify you of such termination without undue delay.
12.3.8 If you are in difficulty, such as if you are unable to return as scheduled in the package due to unavoidable and extraordinary circumstances, we will provide assistance upon request, including providing appropriate information on health services, local authorities and consular services, and assisting you to make distance communications and helping you to find alternative travel arrangements. We may charge a reasonable fee for such assistance if the difficulty is caused by you intentionally or negligently.
12.3.9 If you have a complaint and we are unable to resolve it, you may refer to the European Commission Online Dispute Resolution (ODR) service. You must include our email address (firstname.lastname@example.org) in the ODR’s trader details field. This email address may only be used for completing the ODR complaint form. Customer queries sent to this email address will not be responded to.
Our liability to you will in any case be limited to a maximum of three times the cost of a Package, except in cases involving personal injury or damage caused intentionally or with negligence.