Your contract is with Titan Travel (Titan), a trading name of ST&H Ltd. We set out below an explanation of the conditions that apply when you book a holiday with us. It is important that you read these conditions together with the holiday information and cruise information in our brochure, as they not only define our obligations to you but also impose some important commitments upon you. If any part of these booking conditions is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity will not affect the other provisions which shall remain in full force and effect.
1. 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 issue our confirmation invoice.
Once you have received your confirmation invoice, it is your responsibility to check that the information and booking details, including the spelling of all passenger names, as stated on your invoice are correct and match the passport details. If any of the details on the confirmation invoice are incorrect, you must notify us immediately. We will pass on any additional charges incurred as a result of these details not being correct. We reserve the right to refuse to accept and/or not proceed with any booking at any time at our sole discretion. This contract is governed by English law and the jurisdiction of the English courts. A complaint may be referred to arbitration - see section 10.
2. Your financial protection and peace of mind
Titan Travel is a trading name of ST&H Ltd, which is a member of ABTA with membership number Y174X. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. ST&H Ltd is obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel 020 3117 0500 or visit abta.com
ST&H Ltd also holds an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 0308). All the flights and flight-inclusive holidays are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you have booked (flights, hotels and other services) is listed on it. For more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
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 re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Holiday organisers are required by law to state arrangements for the repatriation of customers in the event of insolvency. In the unlikely event of ST&H Ltd becoming insolvent the CAA/ABTA will ensure that you are not stranded abroad and you would be refunded any money that you have already paid us. Items not purchased through ST&H Ltd will not be protected under the ST&H Ltd ABTA or ATOL licences. ST&H Ltd is also licensed by the Irish Commission for Aviation Regulation (Licence No. T. A. 0598) to carry on business in the Republic of Ireland as a travel agent.
Delay cover: If you are delayed at point of departure, we will do our best to arrange meals plus accommodation on overnight delays.
3. Our guarantee on price
We guarantee that the price of your holiday will not be subject to any surcharges once a contract exists between us. This means that you are fully protected, no matter what happens to the price of fuel or variations in the exchange rate for currency. Holiday prices can be influenced by taxes such as air passenger duty, aircraft insurance, security, fuel and other associated costs. Our prices are affected by these, as well as exchange rates, suppliers’ costs and economic trends. The prices shown are based on current charges and costs but they may go up or down; we reserve the right to alter the price of any holiday in our brochures, introduce supplements or correct pricing errors, and will notify you of the current price prior to any booking - please call us or visit our website for the most up-to-date prices. The price of your holiday as shown on your confirmation invoice will not be increased unless you amend your booking. However, Titan reserves the right not to be legally bound in the case of incorrect pricing and acknowledgement of such an error does not mean acceptance of it. Titan has a price promise guarantee (excluding any selected loyalty rewards we might offer to past travellers from time to time) and does not include optional ad-hoc services and selected special offer products. This applies as long as the discounted holiday is the same package offered under the same terms of sale (which means the full terms that apply to your holiday contract, including your cabin grade and whether your cabin is allocated at the time of booking or at embarkation). In calculating any possible saving due, we’ll take into consideration all offers and discounts that were applied at the time of booking and compare the overall price that you’ve been charged with the current price. For cruises, we may pass on the value of the saving in the form of a higher grade cabin, on-board credit or other value added benefit.
Optional ad-hoc services
We provide you with the option to specifically request extras which are in addition to or adaptions of our standard packages. Prices for extensions, extra accommodation, upgrades and domestic flights (‘ad-hoc’ services) can vary depending on when you book. Please note that adding an ad-hoc service may result in additional charges to our standard packages due to changes in flight dates, changes to our standard allocated accommodation periods and additional costs passed to us from third party suppliers. You will be notified of the total price of your holiday prior to booking and any increase to your deposit.
4.Paying for your holiday
Unless specified otherwise - when you make your booking you are required to pay the deposit amount per person of £195 or 10% of the holiday price (after all discounts) - whichever is the greater. Please note some specialist tours will require additional deposit levels. These will be advised at the time of booking. The balance of the price of your travel arrangements must be paid at least 75 days before your departure date, or as advised at the time of booking and stated on our confirmation invoice. If the deposit and/or balance are not paid in time, we reserve the right to cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit. All monies you pay to the travel agent are held by them on your behalf until we issue our confirmation invoice. After this the travel agent holds the monies on our behalf. All payments made by credit card will incur a 2% fee, the rate and amount will be confirmed at point of payment.
Refunds: If you are entitled to any refunds relating to your booking, this will go to the lead passenger who made the booking, usually by the same payment method that was used to pay us. In the case of card payment, refund(s) will be made to the appropriate card account(s). Any fees incurred when making a payment will not be refunded unless we cause the cancellation. No refund is available after your departure date if you take part of the holiday only, or vary or extend the holiday arrangements.
5. If you change your booking
Once a contract exists between us, you may wish to change your travel arrangements. For example, your chosen dates of travel, accommodation etc. and we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be from the person who made the booking or your travel agent. You will be asked to pay an administration charge of £50 per person and any further cost we may incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should therefore contact us as soon as possible.
(i) Certain travel arrangements (e.g. Apex tickets) cannot be changed after a reservation has been made and any alteration request will incur a 100% cancellation charge of that element of your travel arrangements.
(ii) Transfers to the airport, seaport or any other place of departure within the UK, where included in the price of your holiday, are a free-of-charge service.
Transferring your booking: If you are genuinely prevented from taking the holiday, you may transfer your booking to another suitable person who is able to comply with these conditions, which will still apply. Both you and the person you are transferring to shall be responsible for paying all costs incurred by us in arranging the transfer, plus any charges imposed upon us.
6. If you cancel your holiday
You, or any member of your party, may cancel your travel arrangements at any time. Verbal notification from the person who made the booking or your travel agent on your behalf must be made and the cancellation will be effective from the date it is received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown on the next page, or as advised by your sales consultant. It should be noted that any additional deposit paid for confirmation of a holiday addition, flight upgrade, or certain tailor-made packages will be included in the scale of cancellation charges detailed at the foot of the following page, or as advised by your sales consultant. Should cancellation occur before your balance due date, the cancellation charge will, therefore, be loss of deposit plus this additional payment.
(i) If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
(ii) If one person sharing a twin/double or triple room or cabin should cancel, the remaining participants would then be required to pay the relevant single supplement or forfeit the triple reduction.
7. If we change or cancel your holiday
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor, and we will advise you or your travel agent of them at the earliest possible date.
‘Minor Change’ means that there has been a small change to your holiday. Examples of minor changes include a change in airline carriers; closure of hotel facilities for improvement; flights becoming indirect; building works; change to advertised amenities; change to itineraries; change to included and optional excursions and entertainment.
We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required to operate a tour is not reached, then we may cancel it. We will not cancel your travel arrangements after the balance due 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, you can either have a full refund of all monies paid, or accept an offer of alternative comparable travel arrangements, if available (we will refund any price difference if the alternative is of lower value). Please note that we do not have any responsibility or liability for any consequential loss you may incur from arrangements you have made with any other party or parties.
If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure.
You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements which shall be of equal or superior quality, if available, or cancelling your booked holiday and receiving a full refund of all monies paid plus compensation. In all cases, except where the major change arises due to reasons of force majeure, we will also pay compensation as detailed in the table on the next page or as advised by your sales consultant.
‘Major Change’ means that there has been a significant change of resort or holiday duration, where you stay is for 3 nights or more; a change of accommodation to that of a lower category for 3 nights or more; a change in departure date; and a change of departure airport (except between London airports, between Birmingham and East Midlands airports, between Sheffield, Doncaster, Manchester and Leeds Bradford airports, or between Liverpool and Manchester) or your cruise being cancelled by the cruise company or shipping line. Please note that these are examples only and there may be other changes which are considered major.
Force majeure - This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way due to unusual and unforeseeable circumstances beyond our control the consequences of which could not have been avoided even if all due care had been exercised which includes: but not limited to: war, threat of war, riots, civil strife, terrorist activity, Government action or restraint, industrial disputes, natural or nuclear disasters, fire, low or high water levels, adverse weather conditions including hurricanes, epidemics, health risks, unavoidable technical problems with transport, damage and accidents from machinery or engines, closed or congested airports.
8. If you have a complaint
We are proud of our high reputation for customer satisfaction and strive to reach amicable settlement of the small number of complaints we receive. If you have a problem or cause for dissatisfaction, please inform the relevant supplier, for example the hotel, the cruise line, the transportation company and our tour manager or local representative (if applicable). This allows us the opportunity to put things right on the spot. If we are unable to solve any issues, you must confirm your complaint in writing to the persons set out above. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Service Department at Titan Travel, Titan House, Crossoak Lane, Redhill, Surrey, RH1 5EX giving your booking reference giving your booking reference and all other relevant information. This will assist us to quickly identify your concerns and speed up our response to you.
If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint and this may affect your rights under this contract.
It is unlikely that you will have a complaint that cannot be settled amicably between us. However, disputes that cannot be settled amicably may, if you wish, be referred to arbitration under a special scheme arranged by ABTA but administered independently by CEDR Solve. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for any amount greater than £5,000 per person and £25,000 per booking. Where a claim for personal injury or illness is made, the limit on the amount claimed is £1,500 per person. The scheme also allows for either party to have the Arbitrator’s decision to be reviewed. You should apply for arbitration within 18 months of your return home from holiday
9. Titan’s Responsibility
Titan is responsible for the proper performance of the contract. We will not be liable for any failure or improper performance where reasonable care and skill has been exercised or where such failure or improper performance is:
(a) attributable to you or any member of your party;
(b) attributable to a third party unconnected with the provision of your holiday and is unforseeable or unavoidable;
(c) due to an event which Titan or our suppliers, even with all due care, could not forsee or forestall
In all cases, except where death or personal injury results, the liability of Titan and any company within the Group (its employees, agents and subcontractors) is limited to twice the price of your holiday. Our liability for any damages (including in the event of death or personal injury) arising from non-performance or improper performance of the contract will also be limited to the limit imposed by;
(a) the company that provides transportation for your holiday; and
(b) any relevant international convention; which we hereby incorporate into this contract for the benefit of Titan. Copies of the transport company’s terms and conditions or the international conventions can be provided on request. Under EU law, in the event of denied boarding, cancellation or delay to your flight after you have checked in, you may be entitled to compensation from your airline. If you are unhappy with your airline’s response you may complain to the Civil Aviation Authority (Telephone 020 7453 6888 or visit www.caa.co.uk/passengers). Any entitlement to compensation from Titan shall be offset by any payment made to you by your airline or third party. You agree to assign to Titan any rights that you may have against a third party or person which have caused or contributed to our legal liability to you or which result in us incurring costs on your behalf. You agree that you will provide us, or our insurers, with all reasonable assistance to pursue a claim against any third party or person.
If, after the departure date, a significant proportion of the holiday cannot be provided, where possible we will make alternative holiday arrangements for you and, where appropriate, refund any difference in price.
If alternative arrangements are not possible, or if you immediately notify us of a good reason not to accept them, we will repatriate you to the United Kingdom as soon as reasonably possible and by means of equivalent transport, where available.
10. Your responsibilities
(i) 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 any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
(ii) You are responsible for the behaviour of yourself and your party. We reserve the right to refuse your booking or to remove you or a member of your party from any tour or holiday, if your demeanour or behaviour, or that of a member of your party, is disruptive, dangerous or annoying to other people. No refund or payment of any costs incurred by you will be made by us under these circumstances.
(iii) You are responsible for the carriage and care of your luggage throughout your holiday except for such times as it may be in the hands of an airline; where in such circumstances the airlines specific terms and conditions relating to the carriage of baggage will apply. Please ensure that your luggage is loaded on to all transport and be careful to take the correct luggage with you when you leave any mode of transport.
(iv) You must comply with the terms and conditions of the third party suppliers of any transport or accommodation element of your holiday. Failure by you to observe such terms and conditions which are incorporated into this contract and available upon request may affect any compensation or liability we may have towards you.
(v) The British and Foreign Commonwealth Office Travel Advice Unit provides up-to-date advice and safety information for British nationals travelling abroad. Please visit fco.gov.uk/travel.
11. Mobility and Assistance
Cruise ships have a limited number of cabins adapted for use by those with restricted mobility and are limited as to the number of disabled passengers or passengers with reduced mobility that they can carry. Cruise lines reserve the right to refuse the carriage of any person if carrying such a passenger would breach applicable safety requirements or law. Cruise lines also reserve the right to refuse carriage if the design of the vessel and / or the port infrastructure and equipment would make carriage unsafe or not operationally feasible. Cruise lines reserve the right to require that a disabled passenger or a passenger of reduced mobility is accompanied by another fare paying person capable of providing assistance to ensure compliance with any applicable safety requirement or law or if the design of the vessel and/or the port infrastructure and equipment means that a disabled passenger or person of reduced mobility cannot be carried in a safe or operationally feasible manner without the assistance of another person. Please note that personal daily care cannot be provided by any member of the ship’s staff.
Please advise us at the time of booking if you or any member of your party has reduced mobility, requires a specially adapted cabin or would require assistance in an emergency, or as soon as possible before departure should there be a change in circumstances. This is essential for travel by sea or inland waterways, as a risk assessment may need to be carried out prior to your departure. If you do not inform us of such a condition we will not be liable if an airline or cruise line refuses to accept you or any member of your party as a passenger. In the same respect, for land based holidays we need to be made aware of any special requirements that may affect your holiday as our representatives will only be able to provide support in an emergency.
Under European law, if you are disabled or have difficulty moving around, you can receive assistance when you fly. This free service is available to anyone with mobility problems, for example, because of your disability, age or a temporary injury. To take full advantage of the service you need to book at least 48 hours in advance of your flight. Please contact us as soon as possible prior to your departure.
12. Holiday Information
Excursions or other tours that you may choose to book or pay for through an independent third party do not form part of your contract with Titan. Titan acts as a booking agent only for any optional arrangements booked overseas through its resort staff and your contract is with the supplier of the arrangements. We do not accept any liability for any loss or damage you may suffer.
Actual seat numbers booked by us cannot be guaranteed as there may be changes for airline operational, safety or security reasons. However, the airline will where possible re-accommodate your seats together and match your seating preferences. Where this is not possible then we will refund any applicable seating charges paid to us for the flights effected.
13. Medical Information
You are responsible for ensuring that any existing medical conditions or disabilities which may require assistance are declared to us before you book your holiday for you and your party or, if newly diagnosed, immediately after diagnosis but no later than 48 hours before departure. This is essential for all bookings. For travel by sea or inland waterways a risk assessment may need to be carried out to confirm if your carriage is possible prior to your departure. If you do not inform us of such a condition we will not be liable if an airline or cruise line refuses to accept you or any member of your party as a passenger. We can only accept your booking upon the clear understanding that we cannot be liable if you do not inform us of such a condition and an airline or cruiseline refuses to accept you or any member of your party as a passenger.
For cruises, women who are up to 24 weeks pregnant at the end of the holiday are required to provide a medical certificate of fitness to travel. We cannot carry passengers who will be 24 weeks or more pregnant at the end of the holiday. We reserve the right to request a medical certificate at any stage of pregnancy and to refuse travel if we and/or the Master of the ship are not satisfied that you will be safe during your holiday. The doctors aboard the ships may not be qualified to deliver babies on board,or to offer pre or postnatal treatment, and no responsibility is accepted by Titan in respect of the ability to provide such services or equipment.
For air travel, you are subject to the terms and conditions of your airline, who have their own policies. Please let us know if you are pregnant or become pregnant prior to departure.
You must be adequately insured for all ocean cruises and holidays outside mainland Britain to cover all contingencies such as medical expenses, repatriation and baggage cover. We advise that you arrange adequate insurance cover as soon as possible. For your peace of mind, please ensure that your policy includes cancellation cover for the total cost of your holiday and that you are adequately insured for all your needs, including medical emergencies. Please also make sure your Insurance is valid from the time of booking until your return from holiday.
Should you while on holiday choose to take part in any activity (e.g. hang gliding, hot air ballooning, white-water rafting, etc.) which can be deemed as being of a hazardous nature, it is essential to ensure that cover is provided under the terms of your travel insurance. The organisers of some adventure activities that you may choose to take part in whilst on holiday may request you to sign a waiver of their liability for risks involved. We must draw your attention to the fact that by signing such a document you may well lose any rights to claim for damages in respect of death, injury, or loss of or damage to property even if negligence on the part of the activity organiser is proven to have occurred.
Tour managers and local representatives are instructed not to act as agents in booking any alternative activities other than those approved by us. Any assistance they may offer at your request does not imply they have acted as an agent or that these activities have been approved and are offered for sale by the company.
15. Data protection act
Any personal data that you provide will be held securely and for the purpose you have provided it, in accordance with the Data Protection Act 1998. We may need to disclose personal data to a third party including countries outside the European Economic Area (EEA) for the purpose of providing your holiday. In addition, your data may be disclosed to regulatory bodies or public authorities such as customs or immigration for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes; and it may be used for marketing, offering renewals, research and statistical purposes and crime prevention.
By providing us with your personal data and contact details, you consent to the use of that data and to you being contacted by Titan or any company within the Saga Group (Saga Plc and its subsidiaries ST&H Ltd being one) by post, telephone, e-mail SMS or other electronic means, to inform you about any products and services which it considers may be of interest to you unless you have stated otherwise. Where you provide information about another person, we accept it on the basis that you have their permission to give us access to their personal data (including any sensitive personal data) and that you have told them who we are and what we will use their data for, as set out above.
EU Banned Carriers List: In accordance with Regulation (EC) No.2111/2005 we are required to draw your attention to the Community list of air carriers subject to an operating ban within the Community. The list is available at www.air-ban.europa.eu
16. Advance Registrations
You are able to secure your place on your desired holiday before the general release date with a refundable deposit of £50 per person. As soon as we are able to finalise your holiday plans we will contact you to provide all the necessary details and collect any additional deposit. Should you decide against travelling on this holiday, our cancellation policy would apply. If the confirmed departure date is more than 3 days from your requested pre-registration departure date, or the price is more than 5% higher than the previous year, you may either transfer to another tour or we will refund your pre-registration deposit in full.
Note: We are committed to the on-going training of our staff and this may involve the recording of telephone conversations.
|Period before departure within which notice of cancellation
or major change is received by us or notified to you.
|Compensation if we make a major
change which you accept.
|Compensation if we make a major change
and you cancel your holiday.
|If we cancel your holiday amount
you will receive from us.
|If you cancel your holiday
amount of cancellation charge.
|75 days or more||£Nil||£Nil|| Deposit only +
any refundable prepayments
|74 - 43 days||£15||£10||100% of holiday price + £15||50% of holiday price|
|42 - 29 days||£30||£15||100% of holiday price + £30||75% of holiday price|
|28 - 15 days||£45||£20||100% of holiday price + £45||90% of holiday price|
|14 - day of departure or after||£50||£20||100% of holiday price + £50||100% of holiday price|