Terms and Conditions
Your Financial Protection
For your peace of mind and financial protection, netflights.com
powered by Airline Network is a fully bonded member of the
Association of British Travel Agents (ABTA), number C8257.
Membership of this association involves compliance with strict
financial codes of practice and our ABTA bond ensures this
protection is afforded to you.
The air holidays and flights shown are ATOL protected by the
Civil Aviation Authority, and we act as agents for Gold Medal
Travel Group Plc ATOL 2916. ATOL protection extends primarily to
customers who book and pay in the United Kingdom.
Netflights.com is the trading name for GOLD MEDAL TRAVEL
GROUP PLC ATOL 2916. Part of the Thomas Cook Group.
1. OUR AGREEMENT WITH YOU
Your contract will be with Gold Medal Travel Group PLC subject
to the following Terms and Conditions. All Sales that incorporate
flights include the amount of £2.50 per person as part of the
ATOL Protection Contribution we pay on your behalf. The air
holidays and flights in this brochure are ATOL Protected, since we
hold an Air Travel Organiser's Licence granted by the Civil
Aviation Authority (ATOL 2916). In the unlikely event of our
insolvency, the CAA will ensure that you are not stranded abroad
and will arrange to refund any money you have paid to us. For
further information, visit the ATOL website at www.atol.org.uk. We
are also members of ABTA (C8257) and comply with their Code of
Conduct and provide financial protection for package holidays where
appropriate. Please ask for further details.
2. BOOKING
When you wish to confirm a booking, you agree that you are over
18 years of age and have read and accepted these terms on behalf of
everyone in your party. The terms and conditions vary depending on
whether you purchase:
a) Package Holidays;
consisting of transport and accommodation booked at the same
time and invoiced as a fully inclusive cost;
b) Other Travel Arrangements;
which is anything else such as accommodation or transport booked
together but quoted separately and subsequently itemised on your
invoice; or the purchase of a flight or accommodation booked on its
own. In the case of "Other Travel Arrangements", Gold Medal Travel
Group Plc acts only as an agent between you and our suppliers with
whom you will be in contract. Copies of their conditions are
available on request. All travel arrangements that include
scheduled flights are subject to IATA conditions of carriage, which
are also available on request.
3. DEPOSITS AND PAYMENTS
(a)
When making a booking you must pay a deposit. This amount will
depend on the type of service being booked and will be advised at
the time of booking. Some airlines require tickets to be issued at
the time of booking, in which case the deposit will be at least the
full cost of the ticket, which may not be refundable. When we have
received your deposit we will issue a confirmation invoice, after
which a contract exists, subject to English law unless otherwise
agreed. Please check all the documents carefully and notify us of
any inaccuracies within 72 hours of receipt. If you do not contact
us within 72 hours of receipt we cannot accept any liability for
errors made by us. We will endeavor to assist in all cases but if
you make a mistake we will pass on any costs incurred to rectify
the error. We will require payment of the remaining balance as
shown on your confirmation invoice not less than eight weeks before
your departure from the UK. If you book within eight weeks of
departure from the UK we will require full payment at the time of
booking. Deposits are non-refundable and should you fail to pay the
money when it is due we reserve the right to cancel your booking
and retain the deposit that has been paid or pass on any increase
if applicable. Travel documents will not be released until we have
received full payment.
(b)
For Other Travel Arrangements, Where we act as an agent between
you and the airline, they may request the payment date is brought
forward, in which case we will notify you of this change. This
usually occurs when an airline withdraws a fare and request that
all tickets in the old fare are issued by a particular date. If you
are unable to pay at that time, your booking could be subject to a
fare increase or cancellation, whereby normal cancellation fees
will apply. Regrettably we cannot accept responsibility for any
losses which you may incur in these circumstances.
4. CANCELLATION BY YOU
If you need to cancel a confirmed booking you must contact us.
To cover the cost of administration and cancellation charges
imposed by suppliers and for the possibility that we will not be
able to resell the services, we have to make a cancellation charge.
If you have purchased our insurance you may be able to claim for
the charges we impose. Should you cancel your confirmed booking or
part of your booking, then the following cancellation charges will
apply:
a) Package Holidays;
More than 56 days prior to departure deposit only. 29 - 55 days
the higher of 50% of the total cost or loss of deposit. 15 - 28
days the higher of 75% of the total cost or loss of deposit. 14
days or less 100% of total cost. Note: These cancellation charges
apply to all bookings, except in circumstances where a booking
includes items or services where our suppliers own cancellation
charges exceed those shown above. In these circumstances any
additional cancellation charges will be advised at the time of
booking.
b) Accommodation Only;
More than 56 days prior to departure deposit only. 29 - 55 days
the higher of 60% of the total cost or loss of deposit. 8 - 28 days
the higher of 80% of the total cost or loss of deposit. 7 days or
less 100% of total cost.
c) Other Travel Arrangements;
(apart from accommodation only) If you need to cancel you must
contact us. Cancellation charges vary depending on the services
booked and will be higher the later you cancel and will be clearly
stated at the time of booking. In all cases a minimum cancellation
fee of £50 will apply regardless of the value of the service
cancelled. In some cases it may not be possible to offer any
refunds for certain services such as air tickets once a booking has
been made. Please ensure you are certain of the fees applicable to
your booking by asking us before proceeding to book your
arrangements.
5. ALTERATION BY YOU
a) A Package Holiday;
If you wish to make a change to a confirmed booking please
contact us. Up to 56 days prior to departure changes will incur a
minimum charge of £50 per person per change. If airline
tickets have been issued, there may be additional charges incurred
in amending the flights. These charges will be notified to you at
the time of your request. In some cases this may be the full cost
of a new ticket. Within 56 days of departure any changes will be
treated as a cancellation and will be subject to the charges shown
in Section 4. If your alterations are considered a rebooking, the
price payable will be the price current on the day of
alteration.
Name Changes;
If you are prevented from taking a package holiday we will
endeavour to arrange a change of name, provided you tell us at
least 21 days prior to departure, provide evidence of your
inability to travel and pay the cost of the changes. We will charge
£50 per name change in addition to any charges levied by the
service providers, for example the full cost of a new airline
ticket (subject to availability).
b) Other Travel Arrangements;
In these circumstances we will charge an amendment fee of
£50 per person plus any amendment fees charged by our
suppliers. If the prices charged have changed since booking you
will be charged any additional amounts.
Please note:
In all cases a change to the outbound travel date, once
confirmed, is regarded as a cancellation and rebooking, not an
alteration to the booking. Some suppliers, particularly airlines,
may consider a name or other change to an existing booking, as a
cancellation and rebooking, with up to 100% cancellation charges.
If the services booked are dependent on a minimum number of people
using the service, we will have to recalculate the total cost if
the number of passengers travelling has altered. The cost may
therefore increase but as this is not a cancellation charge, it may
not be covered by your insurance. No refunds can be given for part
used or unused services.
6. CANCELLATION BY US
a) Package Holidays;
We aim to provide the travel arrangements you have booked
without any changes. However if you do not pay the balance when due
or where there are not enough people booked on the holiday for it
to operate we may have to cancel it. We also reserve the right to
cancel your holiday in any circumstances but will not do so within
8 weeks of departure, except for reasons outside our control. If we
have to cancel for any other reason we will offer you an
alternative holiday if available, compensation where appropriate or
a full refund.
Note:
Compensation will not be payable when the cancellation is due to
events beyond our control (force majeure), such as war, threat of
war, riots or disturbances, terrorist activities, industrial
disputes, fire, nuclear or natural disasters, health risks,
problems with transport, severe weather conditions or any other
similar events.
b) Other Travel Arrangements;
In the unlikely event that a booking or part of a booking has to
be cancelled, for any other reason than non-payment, then a full
refund for that part will be made of all monies paid on receipt
from the supplier, less insurance premiums, Airline Failure
Protection and ATOL Protection Contribution (APC) where applicable.
Where the booking includes sports or entertainment tickets and the
event is cancelled you may not be able to cancel the remainder of
your booking without penalty.
7. ALTERATION BY US
a) Package Holidays;
Although it is unlikely, we may unfortunately have to make
changes to your travel arrangements and we must reserve the right
to do so. We will inform you of any major changes at the time of
booking, or as soon as possible afterwards if you have already
booked. If a major change is necessary, such as an alteration of
your outward/return flights by more than 12 hours, change of
resort, or reduction in standard of your accommodation, you will be
offered the choice of:
- (i) accepting the change
- (ii) accepting an alternative, if available
- (iii) receiving a full refund of all monies paid, less any
insurance premium or alteration costs already incurred. If the
alteration results in a reduction in the total cost of your travel
arrangements, we will make an appropriate refund. We will offer
appropriate compensation for the change imposed providing that it
does not arise from circumstances outside our control.
b) Other Travel Arrangements;
Where we only act as a booking agent, particularly in the case
of air tickets, we may not be notified of a major change before you
travel. We recommend once you have departed the UK that you check
directly with your airline or view your scheduled flight details on
www.checkmytrip.com for any schedule changes. In the case of
"no-frills" airlines you should check their own website. Where we
are notified, we will advise you as soon as is reasonably possible.
If you have had a major change with a scheduled airline that is not
acceptable we will offer you an alternative if available, or a full
refund for that service, subject to supplier conditions, less
insurance premiums and Airline Failure Protection where applicable.
In the case of "no-frills" airlines alternative flights or a refund
may not be available. If your chosen alternative costs more, you
must pay the difference.
8. LOST TICKETS OR VOUCHERS
We aim to despatch your travel documents 21 days prior to
departure. If you have not received your documents or have mislaid
them you must inform us at least 10 days prior to departure.
Failure to do so may result in additional charges as special
arrangements will have to be made. Tickets and passes for special
events may be irreplaceable, and in the case of other documents
there may be additional charges for re-issue.
9. CHANGES IN PRICE
a) Package Holidays;
The prices shown are correct at the time of publication. You
will be notified of any changes to these prices at the time of
booking, and our website will have the up to date price. We reserve
the right to increase the price after booking if any increase in
price occurs in respect of:
- (i) air fares or other transport costs
- (ii) taxes or duties payable, including new taxes introduced by
any government
- (iii) adverse changes to currency exchange rates.
In all cases we will pay any increase that is less than 2% of
your package holiday cost, not including insurance premiums or
amendment fees but increases in excess of 2% will be payable by
you. If the cost of your holiday increases by more than 10% you may
decide to cancel the holiday and have a full refund, except for the
insurance premiums or amendment fees paid after booking. If you
want to cancel you must tell us within 14 days of being advised of
the increase. In return we will not change the cost of your holiday
within eight weeks of departure. Where our costs fall by more than
2% after the package has been bought we will pass onto you any
benefit and reduced costs to ourselves as a result of changes to
the items listed above.
b) Other Travel Arrangements;
You may pay your balance in full at any time up to 56 days
before departure, but until that time the price may be subject to
change. We reserve the right to pass on any increase resulting from
surcharges imposed by suppliers or exchange rate fluctuations. At
present airlines, airports and government bodies are regularly
increasing their fees. Again, we reserve the right to pass these
charges on in full should they apply to your purchase.
10. OUR LIABILITY
a) Package Holidays;
Should you or any member of your party suffer illness, personal
injury or death, through any misadventure out of any activity that
does not form part of the package holiday purchased from us, we
will try to help you if we can. This may include translation
services, advising you of foreign lawyers if necessary and contact
with overseas authorities. All requests for assistance must be made
within 3 months of returning home and will not under any
circumstances exceed £5000 per booking. You must contact us
before taking any action, including instructing lawyers and advice
will be given at our discretion. Where you have legal expenses
insurance you must show us that you have made an appropriate claim
under it. We are responsible for ensuring that your package holiday
is of a reasonable standard and as described to you. If any part
fails to reach this standard and affects the enjoyment of your
holiday, we will offer reasonable compensation providing it is not
due to events outside our control. Our liability in all these cases
is limited to a maximum of three times the value of the services
affected. We also accept responsibility for death, injury, or
illness caused by the negligent acts and/or omissions of our
employees or agents, together with our suppliers and
sub-contractors, servants and/or agents of the same, whilst acting
in the course of their employment in the provision of your package
holiday. We will pay compensation equivalent to that which would be
awarded in an English Court, but will not offer compensation if the
injury, illness or death is caused by your own fault or the fault
of someone unconnected with the package, or due to an event that
could not have been expected or avoided even with all due care. In
the case of international carriage by air or sea, your journey will
be subject to international conventions such as the Warsaw,
Montreal and Athens Conventions. When arranging travel for you, we
will rely on the limitations contained in those conventions and
those terms will form part of your contract with us. Please ask us
to provide you with a copy of the terms that apply to your
booking.
b)
When acting only as a booking agent, we have no liability
whatsoever for any aspect of the travel arrangements and accept no
liability for any loss, personal injury or death however incurred,
except where caused by our own proven negligence.
11. COMPLAINTS PROCEDURE
If you have a problem during the course of your holiday, you
must inform the supplier immediately and our local representative
whose details we have provided, in order for them to have the
opportunity to rectify the situation. If your complaint or problem
has not been resolved to your satisfaction, please either e-mail or
call our UK office. If you fail to follow either of these
procedures, you may reduce or extinguish any possible claim, as we
will have been deprived of the opportunity to rectify the problem.
If you need to contact us upon your return please write to us and
include all supporting documentation within 28 days of the
completion of your holiday. We will acknowledge all complaints on
receipt and deal with them in accordance with the ABTA Code of
Conduct. If we are unable to settle your dispute we recommend that
you refer the matter to the arbitration scheme, which although
devised by arrangement with ABTA, is administered independently by
IRDS Ltd. The scheme does not apply for amounts greater than
£5,000 per person. There is also a limit of £25,000 per
booking. Neither does it apply to claims that are solely or mainly
in respect of physical injury or illness. The application for
arbitration must be made within nine months of the date of return
to the United Kingdom, but in special circumstances it may still be
offered outside this period. Full details of the Arbitration scheme
can be obtained from ABTA, 3rd Floor, 30 Park Street, London SE1
9EQ. Alternatively, you may wish to take any dispute to the Small
Claims Court. If your complaint is with regards to your flight we
suggest you contact the Airline Users Council: AUC, CAA House,
45/59 Kingsway, London WC2B 6TE.
12. CONDUCT
We reserve the right to refuse to accept you as a customer or to
continue dealing with you if your behaviour is disruptive or
threatening to our staff or suppliers in the UK or abroad.
Additionally, airline pilots have the right to refuse to allow you
to board an aircraft and if this occurs or we consider your
behaviour to be unacceptable, your booking will be cancelled with
immediate effect and we shall have no further liability to you. If
you are overseas, you will be responsible for your own return home
and that of any of your party. If you or any person travelling with
you causes damage or injury to any property or person or cause a
delay or diversion of any aircraft or other form of transport, you
agree to compensate us or the supplier affected for any losses and
expenses incurred, including legal expenses.
13. TICKET CONDITIONS
Your journey will be subject to the conditions of the
independent Suppliers concerned, copies of which can be obtained
upon request. These ticket conditions may therefore limit liability
under International Conventions such as the Athens, Warsaw and
Montreal Conventions. When arranging these facilities for you, we
will rely on the terms of the carrier concerned and they will form
part of the contract with you. Within the EU the law grants rights
to passengers who suffer delay, denied boarding or cancellation of
their flights in certain circumstances. Full details of these
rights is available at all EU airports and is also available from
your airline if you are affected. These rights are against the
airline and if you are delayed or denied boarding you will not be
entitled to any further compensation from us.
14. BAGGAGE
Please note that our prices include the airline basic baggage
allowance, if any, but many airlines Including all "no-frills"
airlines now charge additional fees for the carriage of baggage.
These fees must be paid prior to departure of your flight direct to
the airline or to ourselves. Please ask for further information in
relation to your flight.
15. DATA PROTECTION ACT 1998
By making a reservation with us you agree to the use and
disclosure of the information you provide for the following
purposes: to enable us to process your booking (when it may be
transferred abroad), if you purchase insurance we may process your
information (including medical information) about you or your
traveling party and pass it to insurers; for market research and
analysis purposes; to avoid fraud and to enable us to contact you
by letter, telephone or e-mail, SMS or any other technology we feel
appropriate, with details of our products or those of our
suppliers. If you do not wish to receive these communications
please email your full details to optout@goldmedal.co.uk. If you
pay by Credit Card, then we may disclose your payment and booking
details (including those of your travelling parties) to other
companies who require these details in order to process your
payment, and / or if the company that issued your card fails to
settle your payment or requires a subsequent repayment. Calls may
be recorded for training and quality purposes. If you book via our
website, or if you have chosen for us to contact you via e-mail, we
will communicate with you using the email address you have provided
to supply you with your travel documentation. We will assume that
your email address is correct and that you understand the risks
associated with using this form of communication. You must inform
us immediately of any changes to your method of communication.
Please note that you may still need to contact us via our call
centre or in writing as required in our Terms and Conditions.
16. IMPORTANT INFORMATION
Passports/Visas/Heath/Travel Advice:-
Passengers must be in the possession of a valid passport, any
necessary visas, including transit visas, plus any international
health certificates required by the countries being visited. In the
event that clients are refused permission to enter any country due
to incorrect documentation, or health precautions, no liability can
be accepted by Gold Medal Travel Group PLC and no refunds can be
made. Details of health requirements can be obtained from the
Department of Heath's website at www.doh.gov.uk. We also recommend
you check the latest Foreign Office advice for your destination(s)
before departure at www.fco.gov.uk.
Special Requests:-
Where possible, Gold Medal Travel Group PLC will pass on any
special request to the relevant supplier. (e.g. seat requests, meal
requests, adjoining rooms etc) We will always do our best to meet
your requirements but no guarantee can be given, and we cannot
accept a booking which is based on a special request and accept no
liability if these requests are not met. Some special requests may
incur extra charges e.g. a sea view room, where this is the case
the supplementary charge will be added to your confirmation invoice
or maybe charged locally.
Special Meals:-
For travellers with special dietary requirements, special meals
may be requested and must be done so well in advance of the travel
date. Gold Medal accept no liability for any requested special
meals not being available.
Disabled Passengers:-
Please contact our sales department to discuss your requirements
prior to making your holiday reservation so we can recommend
suitable accommodation and transportation. We will also advise the
airlines of any assistance required during your flight.
Direct Flights:-
Some flight segments showing one flight number may require a
change of aircraft or touchdown en-route. Some flight routings via
the USA may also require customs and immigration clearance at the
first arrival airport.
Codeshare Flights:-
Due to an increasing number of global airline alliances, it is
common place for one airline to operate a service on behalf of
another, your itinerary will confirm details of such flights.
Overseas Departure Taxes:-
Many countries impose airport or departure taxes. Where these
can be paid in advance, the cost will be included in the ticket
price quoted. Other taxes may be payable in cash at the
destination.
Room Occupancy:-
We cannot guarantee the type of beds provided, only that the
room will be large enough to accommodate the number of passengers
booked. A third or fourth person in a room may have to share
existing beds or use a Roll away or camp style bed, as such space
may be limited and you may wish to consider booking an additional
room.
Frequent Flyer Schemes:-
Not all airline tickets sold by Gold Medal Travel Group PLC are
eligible for mileage/points accrual. We strongly advise that you
check with the airline(s) concerned regarding the use of frequent
flyer membership(s) before proceeding with your booking. Gold Medal
Travel Group PLC will not compensate if you are unable to redeem
your miles.
17. LAW OF CONTRACT
The contract made between the Company and client shall be
governed by the Laws of England and Wales and any dispute will be
dealt with in the Courts of England and Wales. If you live in
Scotland or Northern Ireland you may take legal action in their
Courts.