AGENCY TERMS OF BUSINESS
Please read our terms and conditions carefully. These terms and conditions apply to the package holidays and other travel services which we sell to you as an agent for supplier (e.g. the cruise line, such as P&O Cruises) of your booking.
For these bookings, you will be entering into a contract with the supplier(s) of the package holiday or travel service(s) you have booked through us. Accordingly, in addition to these terms and conditions, the terms and conditions of the supplier will apply to your booking. You agree to be bound by these terms and conditions, as well as the terms and conditions of the supplier, including their cancellation and amendment policies. A link to a copy of the terms and conditions of the supplier(s) was sent to you at the time of booking.
If you have booked a package holiday which Iglu has organised (please check your booking invoice), your booking will be subject to our Tour Operator Booking Conditions, which can be found here
CONTRACT: These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s). We can book you a package holiday, in which case you will have one contract with the principal, or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. The principal’s(s’) or supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.
BOOKING DETAILS: When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the principal(s) or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details are likely to incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available on our website.
PAYMENT: As instructed by our staff, you will be required to pay a deposit or make full payment for your holiday when booking. Initial payments must be made by debit card, credit card or bank transfer. The payment made to secure your holiday will include any money due to the principal or supplier as well as a deposit payment initially retained by our agency (‘agency deposit’). In the case of the holiday proceeding as planned, the agency deposit is used towards the full payment of your holiday. It is however retained by our agency in the case of cancellation of the holiday and is deemed as payment for our agency services (see ‘CANCELLATION’ below). The agency deposit is therefore non-refundable in all and any circumstances.
If you are unable to pay by the balance due date, please let us know as soon as possible. Our agreement to a balance extension request is entirely at our discretion and will be subject to a £10 per person charge payable immediately. Likewise, if you miss the deadline to pay your balance and late payment is permitted, a £10 per person charge is payable at the time that you pay your balance. If payments are not received on time, we will notify the principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.
CANCELLATION: Your instruction to cancel can be given by logging in to the ‘My Booking’ section of our website or by calling our Customer Service team. If you cancel your booking the principal(s) or supplier(s) will charge the cancellation charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements). In addition, we will retain, in full, the agency deposit taken when completing your booking (or reserve the right to charge £25.00 per person where an agency deposit has not been taken). The cancellation of your holiday may not take effect until we have received your written instruction and any monies due as a result of your intended cancellation. Please bear in mind that it could take us up to 24 hours to communicate any intention to cancel to the principal or supplier and therefore take this into account when calculating your cancellation costs.
If your holiday is cancelled by the principal or supplier, or is subject to a change by the principal or supplier which provides you with an opportunity to cancel the holiday, our agency will be happy to help you find an alternative holiday. Should our services not be used to book a new holiday following such cancellation, our agency deposit will be retained in full in respect to the services we have provided up to the date of cancellation.
LOW DEPOSIT PROMOTIONS: We may enter into an agreement whereby we accept a lower than normal deposit (eg. £1 deposit promotions). In some instances, we may ask for you to pay the remainder of the deposit at a point prior to the balance being due. In instances where we don’t ask for an additional deposit payment, the remainder of the deposit will be taken at the same time as your remaining holiday balance.
If you were to cancel the holiday having only paid the lower than standard deposit, you would be liable to pay the remainder of the cost to cancel the holiday which will at the very least be the full deposit charged by the principal plus any service fees charged by our agency.
AMENDMENTS: We are happy to assist with any amendment to your travel plans that you may wish to make and where changes are permitted by the principal(s) or supplier(s). We may ask for your instruction and agreement in writing. We will charge an amendment fee of £25.00 per person. This will be charged in addition to any changes in fare, costs or fees applied by the principal.
INSURANCE: Many principals/suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.
FINANCIAL PROTECTION: All the holidays we sell come with protection for your money. If you buy a single travel service then this might not apply. Package holidays are protected by the package organiser. 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.
Payments made by Direct Debit are protected by the Direct Debit Guarantee.
DELIVERY OF DOCUMENTS: All documents (e.g. invoices/tickets/Insurance policies) that require to be posted will be sent to you by First Class post, however in most instances they will be emailed to the address or addresses provided at the time of booking. Once documents leave our offices, either by post or by email, we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means (ie by post rather than email) subject to the charges stated below.
PASSPORTS, VISAS AND HEALTH: We can provide general information about the passport and visa requirements for your trip. 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. Neither we nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
We want to ensure that the holiday that you are committing to is right for your specific needs. If you have any requirements that need passing on to the travel providers or if you require a level of assistance, please let us know as soon as possible. Due to strict rules on carrying pregnant passengers, especially on cruise ships, please let us know whether you or any member of your party is pregnant.
FINAL TRAVEL ARRANGEMENTS: Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive a refund. Please bear in mind any instructions on the documents issued, especially any instructions for picking up transfers during the course of your holiday.
COMPLAINTS: Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the principal/supplier.
You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA Member then it can be referred to the arbitration scheme arranged by ABTA, see www.abta.com. You can also access the European Commission Online Disputes Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/main/?event=main.home.show. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
SERVICE CHARGES: In certain circumstances we apply a service charge for the services we provide.
Agency deposits are non-refundable, though are used towards the payment of any completed holiday.
Cancellation fee (where an agency deposit hasn’t been taken): Principal's charge + £25 per person
Cancellation fee (where an agency deposit has been taken): Principal’s charge + agency deposit.
Amendments after booking has been confirmed: Principal's charges + £25 per person
e-Documents (including invoices and tickets) dispatched by 1st Class Post: £10 per dispatch
Late payments / balance extension requests (on our acceptance): £10 per person.