Terms & Conditions
Many of the flights and flight inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct. All the packages and Flight-Plus holidays we sell are covered by a scheme protecting your money if the supplier fails. Other services such as hotels or flights on their own may not be protected and you should ask us what protection is available.
Your Financial Protection 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 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.
BOOKING CONDITIONS, ADVICE AND INFORMATION
1. Financial security
Quartz Travel (The Company) is a trading name of The Independent Travel Company Ltd. Quartz Travel is a member of ABTA (The Association of British Travel Agents No.D7129). The Company’s air holidays are also ATOL Protected either by the tour operator shown on your invoice or since we hold an Air Travel Organisers Licence granted by the Civil Aviation Authority (ATOL5690). In the unlikely event of our insolvency or the insolvency of your tour operator, the CAA will ensure that you are not stranded abroad and will arrange to refund any money that you have paid to us for advance booking, For further information visit the ATOL website at www.atol.org.uk
Deposits are required at the time of reservation and are non-refundable. Full payments or balances are usually due 10 weeks prior to departure. Failure to pay the balance payment may result in the cancellation of your travel arrangements and loss of all payments made to that date. It is the liability of the customer to pay balances by the due date specified on the confirmation invoice.
3. Price guarantees
All travel arrangements paid for in full are guaranteed against surcharges. The Company is unable to guarantee the price of travel arrangements secured with a deposit only. Although highly unlikely, changes in prices can occur due to changes in taxes, exchange rates and fuel costs as well as other factors. Increases due to taxation and fuel surcharges will be passed on to the customer even if your travel arrangements have been paid in full.
ALL cancellations need to be advised in writing and all documents returned to the Company. Upon receipt of these items, a cancellation invoice will be posted to you. Cancellation charges for flight, hotel and car hire reservations, unless stated to the contrary in writing are:
Cancellations notified prior to ticket/document issue and 10 weeks before departure: LOSS OF DEPOSITS.
Cancellations notified after ticket/document issue or within 10 weeks of departure: 100% CHARGES APPLY.
Please note that certain tickets need to be issued at the time of booking which can be up to 11 months before departure and are totally not refundable. Partial cancellations may result in the per person price increasing for the remaining passengers. Charges relating to partial cancellations will be calculated upon request.
Where amendments to reservations are permitted the Company will charge £25.00 per person above any costs charged by the Tour Operator, Airline, Hotel, Car Rental Company or any other travel supplier unless otherwise agreed in writing by The Company. Amendments and cancellations to reservations whilst away are the sole responsibility of the customer and in normal circumstances, refunds will not be paid for unused or cancelled travel arrangements.
6. If The Company or Operator Cancel Your Holiday Although it is unlikely, The Company and other tour Operators reserve the right in any circumstances to cancel your holiday if more than 8 weeks prior to departure, in which event you will be refunded all monies paid. Travel arrangements cancelled within this period will be for reasons of force majeure in which event you will be offered alternative arrangements or a full refund.
7. Complaints and disputes
In spite of all due care and attention to your travel arrangements, problems do occasionally occur. Problems and complaints whilst away should be notified to the Operators representative or directly to the Airline or travel supplier. Should none of these be available then you should immediately contact The Company in order that the problem may be rectified whilst you are away, In the unlikely event that the problem does not get resolved and you wish to complain to the Operator or to The Company then you must detail your grievance in writing within 28 days of your return. Failure to follow the above procedures will absolve the Company of all responsibility in the settlement of any subsequent related claim. Should a problem or complaint not be dealt with amicably, the customer may be referred to arbitration under a special scheme organised by ABTA. Details of this scheme can be obtained from ABTA.
8. Product accuracy
Details relating to all travel arrangements are correct to the best of our knowledge at the time of reservation. Airlines work under “Condition of Carriage” which affords them the right to change flight timings, routings and aircraft types and seating configuration. Likewise, facilities at hotels may also change. In all circumstances, the Operators liability and The Company’s liability shall be limited to advising, where possible, any major changes and to offer assistance in ensuring your travel arrangements are not inconvenienced or disrupted.
It is the client’s responsibility to obtain necessary passports, visas, driving licences, health certificates and all other necessary documentation required for travel to any country that they need to travel via or to in their travel itinerary reserved through The Company or Operator. The Company will provide general guidance where possible but the customer MUST make appropriate enquiries with the relevant authorities. Where more than one passenger is travelling this responsibility lies with the lead named person (first name on the Company’s invoice). The Company can only provide guidance on Health information. It is the customer’s responsibility to ensure that all health criteria for countries to the visited have been met. Please call the medical line number listed below and contact your GP for further information.
10. Travel Insurance
It is not mandatory to be insured on travel arrangements booked with The Company. We do however strongly recommend customers purchase travel insurance organised, through our insurance agents. Where insurance has been purchased through the Company we will endeavour to assist where possible with questions relating to cover details. The schedule of cover and terms and conditions relating to this are set out in a leaflet provided with the policy and these should be read prior to travel. Failure to declare all material facts may result in the cancellation of your policy and in claims not being met by insurers. It is the responsibility of the customer to ensure corroborative evidence is collected from the airline, police or local representative etc In order that your claim can be considered.
11. Car Hire
All car hire provided by the Company is done so on the condition that drivers are a minimum of 21 years * of age and hold a current clean driving licence and that the named driver has a valid credit card registered in his or her name. Refunds will not be paid to customers who are unable to hire their vehicle due to the failure of the above conditions *Other conditions may apply
12. Special Requests The Company will do all possible to assist customers’ special requests such as seating, vegetarian meals, airport assistance, specific hotel rooms etc. and these requests will be passed on to our suppliers. The Company is not however responsible for any requests that are not met and we will not accept bookings on the condition of special requests being met.
13. Credit Cards
The Company reserve the right to charge customers for the use of credit cards. Credit cards must be registered to the lead passenger on all tickets and confirmations will be sent to the credit card holders registered address. We strongly recommend that all customers travelling to North America have a credit card.
14. Force Majeure
This shall include but not be limited to acts of God, acts of Government, war or threat of war, terrorist activity, riots, epidemics, civil strife, strikes, closure of airports or similar events beyond the control of the Company.
GENERAL INFORMATION a. Luggage Allowance Low Cost and Holiday Charter Airlines
Many airlines do not include any free luggage allowance. If you wish to check in any bags and have not advised us already then please do so. There is often a charge for checked in luggage and the weight restricted to between 15kgs – 20kgs.
You will also be allowed 1 piece of free hand luggage. This must comply with the airline’s rules and be able to fit into the overhead lockers. The airlines can refuse to take luggage that is over weight or does not fit into the overhead lockers.
Many airlines vary on their free luggage allowance but generally, you will be allowed 1 piece of free checked in luggage. The weight should not exceed 23kgs. You will also be allowed 1 free piece of checked in luggage as per the information above.
For all information relating to Golf Clubs, surf boards or other similar items then please refer to your airline.
b. Airport and Hotel Check In
Check in times vary between airport and airlines used. Generally, you should check in at least 3 hours prior to departure for international flights and 2 hours prior to departure on domestic flights. Reserved seat numbers are never guaranteed by airlines and emergency exit row seating is only allocated on the day of departure at the check in desk to persons over 16 years of age and who are 100% physically fit. Unless travelling with British Airways or told otherwise all passengers should re confirm their onward or return flights with the airline locally. Most airlines will advertise toll-free contact numbers in local telephone directories. With regard to hotel check in — this is normally 3 pm and 11 am for check out. These times may vary from hotel to hotel and each hotel reserves the right to alter these times.
c. Travel documents
The Company will endeavour to dispatch all documents to the customer at least 14 days prior to departure. Due to exceptionally busy periods and delays with the post office it may however not always be possible to achieve this. Once you receive your documents you should check that all of the details are correct and contact us prior to departure should you be unsure of anything to do with your travel arrangements.
IMPORTANT PASSPORT & VISA INFORMATION:
It is really important that you have checked the entry requirements for the destination(s) you are visiting. Some countries require your passport to have at least 6-month validity from the date you return to the UK. Some visa applications can take several weeks to process. As the majority of travel arrangements bookable on this site are non-changeable and non-refundable it is vital that you check before you book.
Quartz Travel will not be liable for any additional costs incurred as a result of failure to meet a country’s entry requirements. Our staff can provide advice and guidelines or you may wish to visit the UK Foreign Office website for more information.