Terms and Conditions
The following Booking Conditions form the basis of your Contract with Encore Travel Ltd. It is your responsibility to read them carefully as they set out our respective rights and obligations. In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Encore Travel Ltd.
Your Holiday Contract
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we take a deposit and issue a confirmation invoice. (In some cases you will be asked for full payment but you will be advised at the time of booking). This contract is made on the terms of these booking conditions which are governed by English Law and the jurisdiction of the English Courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. Important: It is your responsibility to check that the information on your confirmation invoice is correct and to inform us as soon as possible of any discrepancy. We will not be held liable if tickets have been issued with any wrong information if you have failed to notice beforehand.
When making your booking we will arrange for you to enter into a contract with the supplier (tour operator/airline/cruise Company or other supplier) named on your receipt. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.
The Holidays and flights provided by us are, where appropriate, ATOL protected and have an Air Travel Organiser's Licence granted by the Civil Aviation Authority. All funds paid to us for your Holiday are also protected by the Travel Trust Association (the “TTA”). In the unlikely event of our insolvency, the CAA and/or the TAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk.
When you buy an ATOL protected flight or flight inclusive holiday 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 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 re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
We reserve the right to alter the prices of any of the holidays on our website. You will be advised the current price at the time of the holiday that you wish to book before your contract is confirmed.
When you make your booking you must pay a deposit (or full price if applicable due to ticketing time limits - you will be advised of this at the time you make your booking). The balance must be paid 14 weeks before your departure date. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
Changes in transportation costs, including the cost of fuel, landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your holiday may change after you have booked. However, there will be no charge within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements which excludes any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person. If this means that you have to pay an increase of more than 10% of the price of your holiday, you will have the option of accepting a change to another package if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of a lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid except for any amendment charges. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Details of airlines, flight numbers and destination airport will be shown on you confirmation invoice. Please note that no airline is able to guarantee departure times and these may change due to inclement weather conditions, air traffic control restrictions, and technical/operational problems. The Company is not liable for any change to a departure/arrival time previously shown on your confirmation. It is for this reason that you are required to reconfirm your flight departure time 72 hours before departure with the airline concerned. Encore Travel Ltd is also unable to make any special arrangements for passengers if the flight is delayed as this is the sole responsibility of the carrying airline &/or their ground handling agent. We regret that we are unable to guarantee specific aircraft types or seat allocation.
Excursions or other tours that you may choose to book or pay for locally whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book locally your contract will be with the operator of the excursion and not with us and we will not be held responsible for anything that happens during the course of an excursion purchased locally.
You must pay your balance 14 weeks prior to departure or by the due date shown on your confirmation invoice. It is very important that you pay the balance when due because failure to do so will lead to cancellation of your holiday and still leave you liable for cancellation charges. Payments can be made by credit or debit card by calling us on 020 3457 7190.
Our Service Charges
Booking Fee £0
Cancellation or amendment Suppliers Charge + £50
Payment Card Charges
Debit Card Charge £2.00 flat fee
Credit Card Charge 2.02%
American Express 2.02%
Tickets despatched by post £5
If you or any other member of your party decides to cancel your confirmed booking you can communicate your request to us via telephone; however, for the cancellation to take effect, this must be followed up by also sending the request to us in writing. We recommend that you use recorded delivery or alternatively e-mail. Your notice of cancellation will take effect 2 days after it has been sent by you by way of recorded delivery. Communications must arrive no later than 3pm, Monday-Friday, to allow time to process the cancellation with our suppliers. Any cancellation requests received after this time or on a Saturday or Sunday will be deemed to have been received on the next working day. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below (the cancellation charge detailed is calculated on the basis of the total cost payable by the person cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person to whom they apply cancelling).
Days before Departure Cancellation Charge
119 day or more Loss of Deposit
118 – 36 days 75% of total holiday cost
35 days or less 100% of total holiday cost
Please note that certain arrangements, particularly flights, may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements, in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charges from any monies you have already paid to us.
Changes to your holiday
It is unlikely that we will have to make any changes to your travel arrangements, but occasionally this may become necessary and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible opportunity. We also reserve the right in any circumstances to cancel your travel arrangements. However, we will not cancel your travel arrangements less than one week prior to your departure date except for reasons of force majeure or failure by you to pay the final balance.
If we are unable to provide the booked travel arrangements we will offer alternative holiday of comparable standard, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out below. If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. A major change is, for example, one that involves a change of UK airport (excluding Heathrow, Gatwick, Luton, and Stansted), a change of your accommodation to a lower grade than booked or a change of resort location. You will have the choice to either accept an offer of an alternative holiday comparable in standard from us, if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday booking and refund all monies paid. In all cases, except where a major change arises due to reasons of force majeure, we will pay compensation as shown below.
Compensation per person
Over 12 weeks nil
84-55 days £20 per person
54-30 days £30 per person
29-0 days £40 per person
If you wish to transfer to another cruise/holiday, this will be treated as a cancellation. "we" /"us ", at its discretion, may allow the transfer to occur without treating it as a cancellation, if the new cruise to which the transfer is to be made, departs within 6 months of the original booking and is for the same or a higher price than the original booking. If you wish to amend or cancel an existing element of your holiday, your holiday cost will remain at the same value or higher than the price of the original booking and cannot be reduced. Agreement to transfer a cruise would be conditional upon request, in writing from the lead passenger, being made more than 14 weeks before the original scheduled departure date. This is subject to availability, the payment of both an administration charge of £50 per person and any expenses (such as airline, hotel and cruise charges) incurred by "we" /"us "as a result of the request to transfer. A transfer would only be allowed on one occasion and any discount or promotion applicable to the original booking will not be applied to the new booking and in this case you will be required to pay any difference in price. Should a request be made for an amendment which is outside the above criteria, then it will be at the discretion of "we" /"us "as to whether this request is honoured or not. The criteria for allowing transfers may be changed by "we" /"us "at any time without notice.
Passport, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Note: Clients not holding passports marked “British Citizen” must check the applicable requirements with the respective Embassy or Consulate of the countries they are visiting or the British Foreign Office. Please ensure that you comply with the applicable passport and visa requirements and that you allow sufficient time to obtain them.
Machine readable passports are required for all travellers to or via the U.S. All children must have their own passports especially when travelling to the U.S. All passports must be valid for at least six (6) months by the end of your journey.
Note: Clients travelling to the U.S. must apply for their visa prior to departure on the following website https://esta.cbp.dhs.gov (there will be a minor charge for this service).
For regular updates on visa requirements to other destinations or any conflicts in particular regions we recommend you check with the Foreign Commonwealth office website http://www.fco.gov.uk.
Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must take out a policy of insurance in order 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. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available. As the Company is not liable for flight delays, cancellations, lost or delayed luggage, industrial disputes, natural disasters etc it is an expressed term of this contract that you and all members of your party are adequately insured
Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation or cruise ship. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.
Neither we nor any principal accepts any responsibility for, and shall not be liable in respect of, loss or damage or changes or cancellation caused by "force majeure" events i.e. circumstances outside our / the principal’s control, including but not limited to (whether actual or threatened) war, riots, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions.
Medical Problems and Special Requests
Where we are acting as an agent we are able to make enquiries of the supplier about the suitability of arrangements for you and provide replies prior to booking. You must make all such requests in advance before a booking is confirmed.
Where you are booking a package holiday with us and you or any member of your party have any disabilities, it is extremely important that we make the necessary arrangements to make your holiday go smoothly. We must therefore insist that you contact our offices on the customer service number before completing any reservation to ensure compatibility for the holiday that you chose.
If you have any special requests (eg low/high floor, inter-connecting rooms etc) please advise us at the time of booking. Although we will forward any such requests to the relevant supplier (eg hotel, airline etc) we regret that we cannot guarantee this prior to departure and any failure to meet your special request will not be deemed as any breach of contract on our part.
Information you give to us
Encore Travel Ltd relies on the information that you provide as being accurate and therefore cannot be held responsible if your e-tickets do not arrive due to an incorrect email address. You must inform us immediately of a change of address, telephone number, and email address.
It is mandatory that you or a member of your party travel with a recognised credit card as this will be required when checking into hotels or collecting your hire car, for example.
Delivery of Documents
All documents (e.g. invoices/tickets/ATOL) will be sent to you by e-mail. Once documents are sent to you we will not be responsible for non-receipt unless such loss is due to our negligence. If you request your documents to be sent to you by post you may incur a postal charge which will be advised to you at the time of booking.
It is not always possible to include all departure taxes on your ticket – in some cases departure taxes must be paid locally and these are payable to the Government of the country departed from and are non-refundable.
Travel Documents And Health Advice
It is your responsibility to have valid travel documents. If we or your carrier are fined as a result of you holding incorrect documents, you will have to pay us the full amount. For up to date UK Government health and travel advice please visit www.fco.gov.uk, www.hpa.org.uk and www.nathnac.org and contact your GP.
You should ensure that you travel with your booking confirmation, e tickets and any other travel documentation (including your passport and relevant visa, if required) at all times. We will not be liable should any Supplier not provide you with the booked product or service if you do not provide the appropriate documents.
If You Have A Complaint
We aim to provide the best Holiday possible. However, if you are not satisfied please complain as soon as possible. You must tell your Holiday Representative or our Local Agent and we will do everything reasonably possible to sort the problem out. If you do not have the services of a Representative or our Local Agent, or they are not available, you must contact our UK Office (on the number shown on your travel documentation) straight away. When you get back home, send a letter to our offices in the UK, within 14 days of returning home. If you have special needs that prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone. For complaints arising from Scheduled airlines, we will act as a liaison between you and the airline, to try to assist in resolving the problem. If we cannot help and you wish to take matters further, you must contact the airline directly. The address to send your completed form and covering letter to is: Encore Travel Ltd, 8 Magnolia Close, Chelmsford, Essex, CM2 9HU, E-mail: firstname.lastname@example.org.
We would point out that failure to follow the above procedures during your Holiday, and/or failure to complain within 14 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures during your Holiday, you or we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered. It is difficult and sometimes impossible to properly investigate a complaint if we are not told about it reasonably quickly once the Holiday is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your Holiday, prevent us from carrying out a proper investigation.
Encore Travel is a trading name of Encore Travel Ltd, 8 Magnolia Close, Chelmsford, Essex, CM2 9HU. Registered in England No. 09638676.
Accommodation/Hotel/Cruise Ship Classifications and Star Ratings
The hotel and cruise ship ratings featured in any Encore Travel Ltd web site are offered as a general guide and do not necessarily represent any official grading system. Actual standards may vary between hotels of the same grade in different countries and even in the same country. Different countries have different standards; a 5* hotel in one country is not necessarily equivalent to a 5* hotel in another country.
Please note that the hotels and cruise ships booked by us for you are not exclusive to Encore Travel Ltd. We are not responsible for any limitation in facilities because of other hotel, or ship guests or their activities. Encore Travel Ltd does not take responsibility for hotel or ship content (including images, facility listings etc.) displayed on our website. Hotels and ships may change facilities and property features without prior notification to Encore Travel Ltd.
Images of room or cabin types do not necessarily represent the bed configuration of the room being purchased. For example, a quad room in North America may invariably consist of two double beds and a room for two will be one double although in Europe this may be two single beds. Also, there may be an additional charge for extra beds or cots. Therefore, if you have a special requirement please inform us at the time of booking and any special request will be forwarded to the supplier for consideration but is not guaranteed by us and does not form any part of our contract with you.
Accuracy of Prices and other published details
Please note, where we publish information and prices, these may have changed by the time you come to book your arrangements. Whilst every effort is made to ensure the accuracy of such information and prices at the time of printing, regrettably price amendments, especially flight price fluctuations, do occasionally occur. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking. Where we act only as Agent we will have no responsibility for any errors in any documentation, including pricing errors except where those errors where made by ourselves.
All bookings where elements are booked as TBA and not part of a package
You will receive all flight details no later than 3 months before departure. All flight routings and timings are automatically allocated to your booking and cannot be changed: flights are not necessarily direct or nonstop, and flights back to the UK from the Americas are normally overnight. You will receive any TBA land arrangements as soon as they have been allocated, which should be no later than 6 weeks before departure: minor itinerary changes may occur to accommodate train schedules.
We would like to inform our clients that we randomly record telephone calls. This helps us to ensure that customer service is constantly improved.
To comply with the Data Protection Act we would like to advise you that in order to provide you with the products or services you require, the personal information you supply to us will be passed to relevant trusted partners or suppliers. This may involve sending your details to countries that do not have an equal level of privacy legislation to that in the UK. Your details may also be used for improving our customer service, analysis and occasionally, for the prevention of crime. We may also occasionally contact you by post or telephone to update you about great offers, products and services from Encore Travel Ltd and carefully selected third parties. Should you not wish to receive such information, please advise one of our sales consultants.