Terms & Conditions

Your Holiday Contract:  

Your contract is with The Travel Authority Group Ltd (trading as ‘The Travel Authority’), company number 14611005 registered at 71-75 Shelton Street, Covent Garden, London. WC2H 9JQ in the United Kingdom.  

A contract will be established once we issue our confirmation invoice. This contract is subject to the terms of these booking conditions, which are governed by English Law and the jurisdiction of the English Courts. Please ensure that you have read and understood these terms before making a booking. 

Making a booking 

When you make a booking, the person making the booking is considered the ‘lead guest’. You guarantee that, as lead guest on the booking, you have the authority to accept and agree on behalf of your party, the terms of these booking conditions and those of any suppliers. You will assume responsibility for the payment of the total price of the arrangements for all passengers listed on the confirmation invoice, it is your responsibility to ensure that all the details on your travel documents are correct and to bring any errors or discrepancies to our attention within 24 hours. For security reasons, we cannot discuss booking details with any other persons in your party, unless you provide written authorisation to us. 

Financial Protection – ATOL & TTA 

We offer complete financial protection for our package holidays through our Air Travel Organiser’s Licence, ATOL number 12440.  When you buy an ATOL protected flight or flight inclusive package 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. 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 where they will be managed.  

We are also members of the Travel Trust Association (TTA), member number X2884. Our membership requires us to work by the TTA Code of Conduct. As TTA members, all client funds are deposited into a secure Trust account.  A Trust Account is a bank account designated to hold customer money, your money remains in the Trust Account, and is supervised by an appointed independent trustee who is either a banker, chartered or certified accountant or a solicitor. Once your payment is held in the Trust Account, it will only be released in limited circumstances. As such, if the TTA Member fails, these arrangements will enable your holiday to go ahead or for you to be refunded and/or repatriated. More details can be found here 

Your holiday price 

3.1 All prices are subject to availability. We reserve the right to modify the prices of any of the holidays displayed on our website and other media channels. Before your contract is confirmed, you will be informed of the current price of the holiday you wish to book. When making a booking a deposit or full balance (depending on the date of travel) will be required. If the reservation is not confirmed, we will notify you as soon as possible to discuss alternative options. If the alternatives are not acceptable, you are free to cancel your booking and receive a refund. 

3.2 Once your booking has been confirmed, you may notice that the cost of the same holiday has changed. This can be due to market forces, resulting in an increase or decrease in cost. However, this change will not affect your booking. Our suppliers do not allow us to modify a reservation due to price changes. Once your booking has been confirmed, the price of your holiday will remain the same, subject to condition 6 in our Terms and Conditions. If the cost has significantly decreased, it may be possible to cancel the original booking with a loss of deposit and rebook at the lower price by paying a further deposit. However, this may not always be feasible, and you should consult with your consultant at the time. The price of the travel arrangements is calculated using the foreign currency exchange rates in effect at the time of booking. 

3.3 When making a booking, a minimum deposit of 10% of the total cost of the holiday must be paid. If a higher amount is required, it will be notified at the time of booking and is non-refundable. The remaining balance of the travel arrangements must be paid at least ten weeks prior to the departure date. In some cases, an earlier payment may be requested due to our commitment to suppliers such as Cruises or special events such as Formula 1 where tickets must be pre-purchased. Once an early payment is made, it becomes non-refundable and overrides our standard cancellation policy. Failure to pay the deposit and/or balance on time will result in the cancellation of the travel arrangements. If the balance is not paid on time, the deposit or installments  will be retained by us.  

3.4 Once you have made a confirmed booking, we will issue a confirmation invoice that will confirm all the arrangements made, along with your personal details. The majority of the information stated on the invoice has been provided by the person making the booking, and it is their responsibility to check all the details on the invoice to ensure their accuracy. We will not be held liable if there is an error on the invoice that has not been pointed out by the lead guest. You must highlight any errors within 24 hours of receipt, outside this timeframe you will be charged £25 per person for change fees plus any costs from suppliers such as airlines and hotels. 

3.5 Changes to the cost of fuel or other energy sources, taxes, or fees imposed by third parties not directly involved in the Package Holiday’s performance, such as tourist taxes, landing taxes, or embarkation or disembarkation fees at ports and airports, or exchange rates relevant to the Package, may result in changes to the price of carriage of passengers. This means that the price of your holiday may change after you have booked. Such variations may include airline cost changes, which are part of our contracts with airlines (and their agents), cruise ship operators, and any other transport providers.  

3.6 We will absorb any increase up to 2% of the price of your travel services, excluding amendment charges, and you will not be charged. However, you will be charged for any amount over and above 2%. If the increase exceeds 8% of the price of your holiday, excluding any amendment charges or additional services, you will have the option to accept a change to another package, if we can offer one. If the alternative package is of equivalent or higher quality, you will not have to pay more. However, if it is of lower quality, you will be refunded the difference in price. Alternatively, you can cancel and receive a full refund of all monies paid, except for any amendment charges. 

3.7 Please note that travel arrangements may not always be purchased in the local currency, and some changes may not affect the price of your travel due to contractual and other protections in place. Additionally, we may occasionally advertise special offers for the same holiday you have booked, which may be either lower or higher in price. However, this will not affect the price of your specific holiday booking, as the rates were set at the time of your reservation. In other words, if we advertise a holiday with the same details as your booking but at a lower price due to a one-time deal with our suppliers, section 3 would not apply. 

4 Changes to your holiday 

4.1 If you wish to make changes to your booking after the confirmation invoice has been issued, we will do our best to accommodate your requests. However, it may not always be possible to make changes to your travel arrangements, such as your chosen departure date or accommodation. To request changes, please submit a written request by email to hello@thetravelauthority.co.uk from the lead guest who made the booking or contact our aftersales team by phone. Please note that an administration charge of £50 per person will apply, as well as any additional costs incurred in making the requested changes such as flight and hotel price increases. If the changes result in an increase in cost, we will require a further 10% deposit on the additional amount if the change is made outside of 70 days prior to travel, or the full amount of the difference if the change is made within 70 days of travel. Please be aware that the costs may increase as the departure date approaches and changes are made. It is recommended that you contact us as soon as possible. Please note that certain travel arrangements, such as airline tickets, may not be changeable after a reservation has been made or paid in full. Any request for alteration could result in a cancellation charge of up to 100% of that part of the arrangements. 

5.1 You or any member of your party may cancel your travel arrangements at any time. Our office must receive written notification from the person who made the booking. As we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows: 

Standard package cancellation fees (excluding supplier fees) 

In addition to the Standard package cancellation fees, there may also be airline penalties for cancellation and changes, depending on the type of fare booked. These are as follows; 

Specialist destination such as Maldives, Cruises and Formula 1 packages*                

*please note Formula One race and other sporting events/concert tickets are pre-purchased and 100% non-refundable, you will be liable for this amount plus any cancellation fees. 

Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Once your airline tickets are issued and payment has been made for this element of your holiday, this payment becomes non-refundable, overriding our standard cancellation policy. 

6 If we have to change or cancel your holiday 

6.1 As we carefully plan your holiday arrangements well in advance, there may be occasions where we need to make changes or even cancel your booking. We want to assure you that we reserve the right to do so at any time. Here’s how we handle such situations: 

Changes: If we need to make a significant change to your holiday, we will notify you as soon as reasonably possible, provided there is sufficient time before your departure. In such cases, you will have the following options: 

1. Accept the revised arrangements: You can choose to accept the changed travel arrangements. If available, we may offer alternative travel arrangements of a similar standard. If the alternative is of lower value, we will refund the price difference. On the other hand, if the alternative arrangements are of higher quality than your original booking, we may request an additional payment to cover the increased cost. 

1. Cancel your holiday: If the changes are not suitable for you, you have the right to cancel your holiday. In such cases, you will receive a full refund of all monies paid. 

Compensation: In certain circumstances, we may also offer compensation for the inconvenience caused by the changes. Details regarding compensation can be found in the section below. 

We want to emphasize that our priority is to provide you with the best possible holiday experience, and any changes or cancellations are made with careful consideration of your satisfaction and well-being. 

Minor Changes: The following options do not apply to minor changes. Examples of minor changes include: 

• Alteration of your outward/return flights by less than 12 hours. 


• Changes to aircraft type. 


• Change of accommodation to another of the same or higher standard. 


• Changes of carriers. Please note that carriers, such as airlines listed on our website, may be subject to change. 

Cancellation: We assure you that we will not cancel your travel arrangements less than two weeks before your departure date, unless it is due to force majeure or if you fail to pay the final balance. However, there are circumstances where we may cancel your holiday before this date. For instance, if the minimum number of clients required for a specific travel arrangement is not met or if there is a significant and obvious error with the cost of your holiday. If your holiday is canceled, you will have the following options: 

1. Refund: You can choose to receive a full refund of all monies paid. 

1. Alternative Travel Arrangements: If available, we may offer you alternative travel arrangements of comparable standard. In the case where the alternative is of lower value, we will refund the price difference. However, if the alternative arrangements are of a higher standard than your original booking, we may request an additional payment to cover the increased cost. 

Compensation: In certain situations, compensation may be provided for any inconvenience caused by the cancellation. Please refer to the section below for details on compensation. 

Pricing Errors  

Despite our best efforts to maintain accurate pricing information, there may be occasional errors. Once we become aware of any such error, we will make every effort to promptly notify you. If you have already made a booking, you will be given the option to proceed with the chosen itinerary at the corrected price or make changes to a different holiday. However, please note that we retain the right to cancel your booking if you decline to accept the price that is applicable to your holiday or any alternative options provided.  

In the event we cancel or make a major change to your travel arrangements, we are committed to providing compensation as outlined below, except in cases where the major change or cancellation is due to force majeure. It is important to note that the compensation offered does not restrict your entitlement to claim additional compensation if you are eligible to do so. 

Force Majeure: Please be aware that we will not provide compensation if we have to cancel or modify your travel arrangements due to extraordinary or unforeseeable circumstances beyond our control. Such circumstances may include, but are not limited to, war, riots, industrial disputes, acts of terrorism and their consequences, natural or nuclear disasters, fires, adverse weather conditions, epidemics and pandemics, and unavoidable technical issues with transportation. 

If you have any concerns during your trip 

If you encounter any issues during your holiday, please immediately inform the appropriate supplier (e.g. your hotelier). They will make every effort to resolve the problem promptly. We recommend you promptly communicate your complaint to the service provider, while also completing a report form at the resort. Failure to follow this procedure denies us the opportunity to investigate and rectify the issue during your stay, which may impact your rights under the contract. If your complaint remains unresolved at the local level, please address it within 28 days of your return home by emailing our Customer Services Department. You can find the details on our website and on your confirmation invoice. Please ensure you include your booking reference and all relevant information including the names of the people you dealt with in resort and attach a copy of the local report in the correspondence. 

In the event that you fall ill during your holiday, it is essential to report it to the relevant supplier (e.g. your hotelier) or contact us immediately. Additionally, consult a local doctor and make arrangements to see your GP upon returning to the UK. If you wish to make a claim against us related to the illness, please provide us with the details of both the local doctor you consulted in resort and your GP. By proving these details, you will need to provide our insurer’s a written authorisation to obtain medical reports from both doctors. 

It is strictly prohibited to engage in fraudulent activities concerning any reported illnesses. Neither you nor any member of your party, nor any representative acting on your behalf, should make false or exaggerated claims. If you or anyone associated with your party submits a knowingly false or exaggerated claim, relevant authorities will be informed, and we will seek reimbursement of any payments made in connection with the fraudulent claim. 

Our liability to you 

If the contract between us and you is not executed or is improperly performed, we will provide you with appropriate compensation if it has impacted the enjoyment of your travel arrangements. However, we cannot be held liable in cases where the failure in contract performance is due to: your actions; actions of a third party unrelated to the provision of travel arrangements, and the failure is unforeseeable or unavoidable; unforeseen and exceptional circumstances beyond our control, which could not have been prevented even with reasonable care; an event that we or our suppliers, despite exercising all due care, could not predict or prevent. Our liability, except in cases of death, injury, or illness, is limited to the total cost of your travel arrangements. Our liability is also subject to and aligned with: 

(a) The contractual terms of the transportation companies responsible for your travel arrangements. These terms are included in this contract; and 

(b) Relevant international conventions, such as the Montreal Convention for air travel, the Athens Convention for sea travel, the Berne Convention for rail travel, and the Paris Convention for accommodation services. These conventions restrict the amount of compensation that can be claimed for death, injury, passenger delays, and loss, damage, and delay of luggage. We are entitled to the benefits of any compensation limitations included in these conventions. 

Under EU law (Regulation 261/2004), you have certain rights to refunds and/or compensation from your airline in cases of denied boarding, flight cancellations, or delays. Full details of these rights will be made available at EU airports and provided by airlines. However, reimbursement from the airline in such cases does not automatically entitle you to a refund of your holiday cost from us.  If any payments are owed to you by us, any payments received from the airline will be deducted. 

Note: This clause does not apply to any separate contracts you may enter into for excursions or activities during your holiday. 

Assistance in resort 

If our contract with you is not fulfilled or is improperly executed due to failures caused by a third party unrelated to the service provision, or due to exceptional and unforeseen circumstances beyond our control that could not have been prevented despite exercising reasonable care, or an event that we or our suppliers could not predict or prevent even with all due care, and as a result, you experience injury or significant loss, we will provide you with appropriate assistance as reasonably feasible under the circumstances 

Passport, Visa and Immigration Requirements 

It is your responsibility to ensure that you meet the specific passport and visa requirements, as well as other immigration requirements. We recommend verifying these requirements with the relevant Embassies and/or Consulates. We cannot be held responsible if you are unable to travel due to non-compliance with passport, visa, or immigration requirements. We strongly advise that your passport has a minimum validity of 6 months from the date of your return travel. We recommend you visit https://www.gov.uk/browse/abroad/travel-abroad for the most up-to-date travel advice. 

Tours and excursions 

Any additional tours or excursions that you decide to book or pay for during your holiday are separate from the package holiday we provide. When you book such excursions or tours, your contract will be directly with the operator responsible for providing them, not with us. We cannot be held responsible for the provision of these excursions or tours or for any incidents that occur during their operation by the operator. 

Flight details: 

Any changes we make to flight details, such as the carrier, departure time, or airport of departure, are considered minor and do not entitle you to compensation or the ability to cancel reservations, unless the timing changes by more than 12 hours. 

Credit card charges: 

When you pay by credit or with a debit card, we do not impose any charges, unless you intend to use a corporate card. If you plan to use a corporate card, please consult with your travel consultant for further information. 

Connecting flights: 

For domestic or international internal flights booked either through us or directly with the airline, we cannot be held liable for any changes in flight times by the carrier that may impact your onward or return travel arrangements. If we have made reservations for domestic or internal scheduled flights, payment must be made at the time of booking, and it is non-refundable. This payment is in addition to our standard deposit. 

We do not provide travel insurance and recommend you secure adequate travel insurance as soon as you book your holiday.  

Responsibility for the website: 

As your tour operator, we are responsible for our website. However, please note that the website does not represent or commit the airlines mentioned or any airline used during your travel arrangements. It is important to be aware that, in order for a child to qualify for infant status, they must be under 2 years of age on the date of their return flight. 

As a UK tour operator, certain hotel and flight rates may be restricted to UK citizens or residents. Therefore, it is important to inform us during the booking process if you hold a non-British passport, are a citizen of the destination country, or reside in another country. Failure to notify us of your status may lead to additional expenses upon check-in or cancellation fees, for which you would be liable.  

The Travel Authority Group Ltd, 

71-75 Shelton Street 

Covent Garden. London. 

WC2H 9JQ. 

Email hello@thetravelauthority.co.uk  

Telephone: 020 3951 1616 

Last updated: 17 May 2023