- Your Contract
- Payments
- Delivery of Your Booking
- Cancellations or Modifications by you to your Booking
- Terms and Conditions relating exclusively to Flight + Hotel Packages
- Payment
- Passport, Visas and Health Requirements
- Other Generally Applicable Terms
When you make a Flight + Hotel booking, your contract is with My Vacations Limited (ATOL 5092).
MY VACATIONS STRONGLY RECOMMENDS THAT YOU TAKE OUT INSURANCE FOR ANY HOLIDAY, ESPECIALLY AS THERE MAY BE CIRCUMSTANCES WHERE NEITHER MY VACATIONS NOR THE TRAVEL SUPPLIER CAN ACCEPT LIABILITY (EG DELAYS OR CANCELLATIONS BEYOND OUR CONTROL).
My Vacations does not assume any responsibility for the travel products and services provided by the Travel Supplier and makes no representations or warranties (express or implied) about the suitability or quality of travel products and services featured on the Site.
The Travel Supplier's terms and conditions (including airlines' fare rules) will apply in addition to those set out here. The Travel Supplier's terms and conditions may include provisions relating to payment procedures, default, liability, cancellations, changes of bookings and refunds (if available) and any other restrictions. Consequently, as you move through the Site you will see links to terms applying to specific Travel Supplier products (you are advised to read those terms carefully). However, please refer to your particular Travel Supplier for full details as to the applicable terms and conditions.
You are responsible for complying with any airline or other Travel Supplier conditions in relation to check-in times, reconfirmation of flights, or other matters.
Airlines may charge for additional services such as checked baggage, airport check-in, preferred seating, in-flight entertainment (if available), food, drink and snacks etc. Any charges for these additional services are not included in the price of your flight ticket and must be paid either to My Vacations in advance of departure date to avail of any discounted rate or to pay the airline directly. My Vacations is not responsible for any additional costs incurred and advise you to contact the relevant airline to add any additional services and verify charges.
The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Some airlines require you to reconfirm your return flight booking at least 72 hours before travel. Failure to reconfirm your flight booking directly with the airline may result in cancellation and re-issue fees may be applied.
We strongly recommend that you contact your airline on the day of travel to ensure that your flight is operating as per schedule.
Flights must be used in the order set out in your itinerary - (eg) a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.
We strongly recommend (particularly if you are flying Economy class), that you check in early if you have particular seat requests. My Vacations has no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.
My Vacations is not responsible for the costs of any transfers between airports or terminals that you may incur unless otherwise specified clearly and in writing.
Flights priced at special fares or best prices may not take the most direct route. Some itineraries require a change of aircraft en-route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en-route for re-fuelling or to let passengers on and/or off. Details of any stops will be given during your booking process and are clearly identified both on the Site and on your itinerary which will be sent to you when you confirm your booking.
The times given are given on the 24 hour clock system, approximate and based on outbound flights. They may vary depending on flight schedules, type of aircraft, weather conditions etc., and are indications of the hours spent actually flying (excluding time on the ground during stops en-route or when changing aircraft) and are therefore given for guidance only and are subject to alteration and confirmation.
Regulations vary with each airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If in doubt, please check with the airline concerned and consult your doctor. Infants must be 6 weeks old or more to travel by air and must either sit on an adult's lap or occupy an infant seat. Please contact the airline you are travelling with for details of appropriate seats. Children aged 2 years or more must occupy a paid seat. Child and infant air fares are generally determined according to the age of the child upon return journey. If in any doubt, please contact us prior to booking.
In the event that you make any alteration to your flight booking (including, but not limited to, cancellations, refunds and amendments), My Vacations reserves the right to charge you an administration fee of £25 GBP per person to cover the administration costs incurred by My Vacations. These charges do not include any charges imposed directly by the Travel Supplier or any difference in the fare as advised by the airline at the time of making the change. Credit card fees and booking fees are non-refundable in the event of cancellation (either by you or the airline/Travel Supplier). Please note that airlines do not generally allow name changes on flight bookings but some airlines charge for the same.
Check-in / Checkout times - Generally guests can check into a hotel or other accommodation around 2pm and check out at 11am, local time. However, local variances may apply. Should you require more precise timings or an earlier check in or later check out, please contact us.
Images - Whilst we endeavour to ensure that property images and descriptions of amenities and facilities displayed on My Vacations are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from our Travel Suppliers. The images and information are provided to give a general 'feel' for the hotel and may not be an exact representation.
Images of room types do not necessarily represent the bed configuration of the room being purchased. For example, a triple room in North America may consist of one double bed and one single bed or a double room in Austria may consist of two single beds. Also, there may be an additional charge for extra beds or cots. Please contact the hotel directly to confirm the exact bed configuration before purchase if required.
Breakfast is not included unless otherwise stated. Some hotels may charge additional local taxes.
In the event of availability or quality issues with your hotel, we will use our best endeavours to relocate you to the same or superior category of accommodation. If you do not accept the alternative accommodation, you may cancel the booking and we will refund less any fees. Should you wish to re-book a different property at a higher price, you will be liable for the additional cost.
If you have any quality or overbooking issues with your hotel upon arrival or during your stay, you will need to contact the Duty Manager in the first instance to resolve the issue. Should he not be able to help, you will need to call us so that we may use our best endeavours to relocate you to the same or superior category of accommodation.
In the event that you make any alteration to your hotel booking (including, but not limited to, cancellations, refunds and amendments) My Vacations reserves the right to charge you an administration fee of £25 GBP per booking to cover the administration costs incurred by My Vacations. These charges do not include any charges imposed directly by the Travel Supplier or hotel. Credit card fees and booking fees are non-refundable in the event of cancellation.
In relation to the 'special requests' options relating to any product (e.g. dietary requirements, room types, disabled facilities, child seats etc.), My Vacations does not guarantee any such requests but will pass these requests on to the Travel Supplier/hotel. It is your responsibility to confirm with the Travel Supplier or hotel whether such special requests can be fulfilled.In the event you have been charged a separate fee for a special request which can then not be fulfilled by a supplier, a full refund will be made to you for this.
Expectant mothers: Airlines have different rules regarding the upper limit beyond which they would permit a pregnant woman to fly. As a general guide, almost all airlines decline to fly a woman beyond 36 weeks of gestation. In the phase between 28-36 weeks, most airlines will require that the passenger bring her doctor's letter stating that she is fit to fly and unlikely to go into labour within 36 hours. The cut off points for a woman carrying twins is likely to be much lower. We advise all expectant mothers to check with your GP before making any travel plans and to provide us with a written confirmation of your pregnancy and your GP's letter as detailed above which will be acknowledged in writing by us. This will be fowarded to the airline so that you may be permitted to board the flight without any hiccups. Without this confirmation and GP's letter in place, you may still be issued with travel documents but we cannot guarantee you will be permitted to fly. As travel agents, we tend to take the word of the passenger as truth when it comes to disclosure of any material fact that may affect the passenger's booking including if a female passenger is pregnant and how far along in the pregnacy she is. The travel agency places trust in the pregnant passenger to adhere to the Terms & Conditions and disclose the fact of her pregnancy at time of or before booking.
In all cases of special or other requests, please remember that in most cases, the booking is made online or over the telephone and we do not get to meet you. Without meeting you, we cannot establish any material fact as to your disability or pregnancy or other special condition which may or may not be apparent physically. We, therefore, require you to disclose any such facts that may affect your booking to us.
If you pay online via 'Authentication by Visa, MasterCard or Maestro', (ie: your payment is verified by your card provider by entering a password also known as '3D Secure Payment'), you will usually not be required to provide any further documents to us to prove your identity. This excludes the provision of Advance Passenger Information (API) as detailed below.
In parties of two or more persons, the person who makes the booking or who makes the payment accepts the responsibility of making all payments to us for all members of the party and will receive the travel documents and other information on behalf of his/her party once all outstanding balances are cleared. Should one or more of the party members decide to cancel, any cancellation charges must be met by the cardholder / lead party member in order to complete the booking and receive travel documents on behalf of the rest of the party. If payment is not received for the cancelled members, travel documents will not be released to the remaining passengers. In most cases, full payment is required at time of your online booking. In some cases
In most cases, full payment is required at time of your online booking. In some cases, such as a telephone booking, a deposit payment may be sufficient to hold the seat, hotel, cruise, wedding date or other service (but not the price) and we shall notify you of the date by which the balance payment is due. It is recommended that balance payments are made by the stipulated time as if you do not pay on time you may lose the booking/fare and be responsible for paying any fare difference. Your final travel documents will only be released to you once full payment is in place.
Any deposit payments made are non-refundable.
Before payment is received in full, My Vacations or the Travel Supplier is not obliged to issue any tickets, confirmations, vouchers, or other travel documents. However, you shall in all cases remain liable for payment of the amounts agreed for the travel products and services ordered.
Payment can be made by all major debit and credit cards, cheque, bank transfer, in person at our office and by PayPal, as detailed on the Site. My Vacations reserves the right to charge you in addition for any handling fees we or the Travel Supplier incur in relation to bookings made by credit card. You will be notified of the relevant charges at the time of booking. My Vacations reserves the right to pass on any charges relating to card chargebacks or payment disputes. If your booking is being paid for with a third party credit card we require written authorisation to be provided by the card-holder.
My Vacations reserves the right only to deliver e-tickets, confirmations, e-vouchers or other travel documents to your credit card billing address or e-mail address provided at time of booking when authorised to do so by the credit card issuer. All e-mail addresses used must be valid at the time of booking.
Further, in an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or post to us proof of your identity (passport copy) and a copy of the front and back of your credit card (with all but the last 4 digits blacked out along with the security code blacked out) before issuing any tickets. Please be aware that failure to provide such documents or late submission may mean the loss of the travel products being held and possible cancellation fees. Flight seats can generally only be held at the confirmed price for a maximum of 24 hours and you will be liable for any additional costs due to late submission of documents.
The above documents must be sent to us within 24 hours of making the booking & certainly before the departure date. The reason for this deadline is to ensure that any fares booked do not expire & you are not, therefore, asked to pay a surcharge in the event of a fare change. If you are experiencing problems in sending us your documents within the stipulated period, please advise your travel consultant of this as a matter of priority and an extension will be made if possible. However, if you do not send us the requested documents within 24 hours and do not advise your travel consultant of this delay, your booking may be cancelled and a nominal admin fee not exceeding £25 may be charged'*. If you decide to rebook with us, the cancellation charge against the original booking will not be waived against any new booking.
*IMPORTANT: in some cases, the E-Ticket / holiday documentation will already have been issued at the time of booking. This is due to your having chosen an instant-purchase or promotional fare at the time of booking. Such bookings will be issued immediately as otherwise the fare / holiday price may increase or the booking may be auto-cancelled but the E-Ticket / holiday documentation will not be released to you until the requested documentation is received by us. In cases where the documentation is not received by us and tickets / holiday documentation have been issued, a 100% cancellation charge will be applied.
Documents may be sent to us in one of the following ways:
Via fax : (0044) 208 554 0202
Via email : customer-care@myvacations.co.uk
In person or via post : Vacation House, 372-374 Cranbrook Road, Gants Hill, Ilford, Essex, IG2 6HW, UK.
Should payment be declined, we shall contact you for another card or payment method. It is highly recommended that you provide alternative payment details at the earliest possible opportunity in order to avoid loss of booking and/or increase in price.
- Copy of front/back of the card used for payment with all numbers blacked out except the last 4 numbers;
- Signed letter of authorisation from cardholder;
- Recent bank statement showing cardholder name & billing address (you may black out all other confidential information)
* Any such confidential information will be destroyed after verification.
You may, of course visit us in person at our offices in Essex to make payment in person in which case the above data will not be required.
An alternative method of payment will be to pay via bank transfer to any Barclays Bank and we will refund you in full for any payment made by credit/debit card.
My Vacations relies on the information that you provide as being accurate and therefore cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. You must notify us immediately if you change your email address or contact telephone number. In addition, please check that the name on your passport matches the name on your ticket and/or booking confirmation as any name changes necessitated as a result of incorrect information being passed on to us will incur charges.
In exceptional circumstances, due to ticketing restrictions outside its control, My Vacations may not be able to pass information about confirmed bookings to the airline to enable them to fulfil the booking. If this occurs we will attempt to notify you within 48 hours of confirmation and organise a full refund or arrange an alternative. Where you choose an alternative and it is more expensive than your original booking, you are responsible for paying the difference.
Your ability to cancel or modify a booked travel product or service, and the method for doing so, will depend on the specific airline's fare rules or Travel Supplier's terms and conditions. It therefore may not be possible to cancel or modify some products or services, or there may be specific requirements you will have to meet. Please note that for itineraries built up of different routings and more than one fare base, there maybe more than one set of fare rules. In this instance, the most restrictive fare rules will apply. You should read all fare rules pertaining to your reservation. If changes or cancellations are permitted, then please call My Vacations to make the change. You will then be asked to confirm your requirement to change or cancel your booking by e-mail. Without this written authorisation from you, we are unable to make any changes to your booking.
Cancellation Fees:
Post booking / prior to ticketing: £25.00 per passenger
Post ticketing : up to 100% cancellation fee
Where you make a booking modification, it is your responsibility to ensure that it does not conflict with any other product or service you have purchased either through My Vacations or independently.
In the event that you make any alteration to your booking (including, but not limited to, cancellations, refunds and amendments), My Vacations reserves the right to charge you an administration fee of £25 GBP per person to cover the administration costs incurred by My Vacations. These charges do not include any charges imposed directly by the Travel Supplier or hotel, including any difference in transport fare/room rate/rental rate. In the event that you make a change to your booking, please note that any current fare available on the Site is not relevant to the cost of making your change.
You can reach the My Vacations call centre on 020 8518 9100.
In some cases when you are unable to take your flight and the ticket is non-refundable, you may be eligible to claim some or all of the taxes charged at the time of purchase. If you wish to make a claim for any taxes that may be refundable please do so in writing to the following address: Tax Refunds, My Vacations Limited, Vacation House 372-374 Cranbrook Road Gants Hill IIford Essex IG2 6HW. Please note that refunds can only be processed to the form of payment used at the time of booking and that all refunds are subject to the relevant airline's policy and a £25.00 per person Administration Charge.
If you are notified of any Major Changes to your Flight + Hotel Package after we have confirmed your booking but before you travel, you can either accept these new arrangements (and cover any additional increase in price from your original booking), buy another Flight + Hotel package (and cover any additional increase in price from your original booking) or cancel your Flight + Hotel Package and receive a full refund from My Vacations less a £25 administration fee per person on top of any charge made by an associated supplier such as a hotelier.
cover any additional increase in price from your original booking) or cancel your Flight + Hotel Package and receive a full refund from My Vacations less a £25 administration fee per person on top of any charge made by an associated supplier such as a hotelier.
Major Changes shall include: a change in your departure or arrival flight by more than 12 hours; a change in the length of your holiday; or a change in the airport you depart or arrive from (except where the airports are in the same cities), a change of accommodation to a lower standard.
My Vacations will not be liable to you for any compensation if forced to cancel or make any changes to your Flight + Hotel Package as a result of events outside our control and which neither My Vacations or its Travel Suppliers could reasonably foresee. Events outside our control include: war; threats of war; government intervention, terrorism; riots; civil unrest; natural and nuclear disasters; fire; actual or potential weather conditions; health risks; industrial disputes; technical problems with transport; closed or congested airports; and any force majeure events.
Where as a result of such an event occurring after your departure a significant part of your Flight + Hotel Package cannot be provided, you will be offered a suitable alternative by the Travel Supplier if available. If a suitable alternative is not available, or for good reasons, you do not accept the offered alternative, we will return you to your place of departure. Again we would strongly recommend that you take out comprehensive insurance to cover such circumstances.
Please note that airlines may charge for additional services (eg. checked baggage, airport check-in, preferred seating, in-flight entertainment (if available) and food, drink and snacks etc). Any charges for these additional services are not included in the price of your ticket and must be paid to the airline directly. If your Flight +Hotel booking includes a no-frills flight, please contact our call centre directly to add services which can be pre-booked before departure. Otherwise, please contact the airline directly.
To make a refund claim, you will need to email refund@myvacations.co.uk with full details of passenger name/s, booking reference and ticket number.
If you are travelling into or out of the EU, or on an EU carrier, you may have rights which you can assert against the relevant airline in the event that your flight is cancelled, delayed or you are denied boarding. For more information about EC Regulation 261/2004, please click here >
My Vacations does not accept liability where the failure to provide part or all of your booking, death or personal injury is not caused by any fault of us, our agents or Travel Suppliers.
In respect of international travel by air, sea and rail, our liability will be limited in the manner provided by the relevant international conventions.
Where My Vacations is liable for direct loss this will be limited to a maximum of the total price of the products or services in respect of which a claim is made.
My Vacations will not be liable for any indirect or consequential loss of any kind in contract, tort or otherwise arising out of your use of this Site or any of the travel products or services booked or purchased on the Site.
If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel whilst there. If the matter cannot be resolved by the Travel Supplier, please contact us on 0044+20 8518 1010 or email customer-relations@myvacations.co.uk in order to afford us the opportunity of trying to rectify the matter to your satisfaction.
If you have any other enquiries or complaints relating to your booking during your stay, please contact our customer services team on your return (customer-relations@myvacations.co.uk) and no later than 7 days after it giving your booking reference and all other relevant information. If we or any of our Travel Suppliers require further information you must supply that promptly in writing. This simple procedure must be followed as we and our Travel Suppliers need to be able to investigate the problem and, where possible, rectify it quickly. In relation to Flight + Hotel Packages your failure to comply with this procedure could result in us being unable to accept responsibility.
If you are travelling to a country that requires Advance Passenger information, My Vacations will ask you to fill out this information on the confirmation page after you have completed your booking. If you do not have the information to hand, My Vacations will send you an email confirmation containing a link where you can enter the information manually at any time before your departure.
If you are travelling to / from or via the USA, API information is required a minimum of 72 hours prior to departure. If you are booking within 72 hours API information will be required to complete the booking process. Many airlines inhibit the issuance of tickets to / from or via the USA without API information. Failure to provide API information for flights to / from or via the USA may result in the airline cancelling your booking (both ticketed and un-ticketed). My Vacations accepts no liability for any losses or additional costs you may incur.
Special requests include requests regarding booking direct, indirect or non-stop flights. Some flights that are 'direct' may not be non-stop. If in any doubt as to the suitability of your flight, please contact us prior to booking.
The Site is provided on an 'as is' and 'as available' basis. My Vacations does not accept any liability in respect of your ability to access or use the site at any time or any interruption in that access or use or any failure to complete any transaction. My Vacations does not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.
My Vacations does not guarantee that information on the Site (including without limitation prices, descriptions or dates) is free from errors or omissions but we will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been brought to our attention. By way of example, the majority of hotel and other accommodation descriptions are fed directly to our Site by the Travel Supplier or the hotel's themselves.
You accept financial responsibility for all transactions made under your name or account.
You must be 18 years of age or over and have legal capacity.
You warrant that all information you provide about yourself or members of your household shall be true and accurate.
The Site must not be used for speculative, false or fraudulent bookings.
The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.
The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.
The Site is offered to you by My Vacations Limited, whose registered office is at Vacation House 372-374 Cranbrook Road Gants Hill IIford Essex IG2 6HW. All legal documents should be sent to this address. All correspondence regarding customer service should be sent to My Vacations, Vacation House, 372-374 Cranbrook Road, Gants Hill, IIford, Essex, IG2 6HW.