TERMS AND CONDITIONS (v1)
1. YOUR CONTRACT
These are the conditions between you and Midlands Co-op Travel Ltd Ltd trading as Co-op Holidays.When you book a holiday through us, a contract is made when your travel agent confirms your booking. The person
making the booking accepts these conditions on behalf of the party and is
responsible for the payment of the whole holiday. They are also responsible
for keeping everyone in the party informed of the booking details. The lead
name must be at least 18 years old to make a booking with us. Your Travel
Agent will supply you with an invoice soon after you have made your
booking. You should check this carefully to confirm that it matches what you
2. FINANCIAL PROTECTION
The Package travel, Package Holidays and Package Tours Regulations 1992
require us to provide security for the monies that you pay for the package holidays booked with us and for your repatriation in the event of our
insolvency. We provide this security a) where your package includes a flight,
by way of a bond held by the Civil Aviation Authority under ATOL number
9053. For further information, please visit the ATOL website at www.caa.co.uk/atol, and b) where it does not, by way of a bond held by the Association of British Travel Agents, our ABTA number is V6294.
When you make your booking, you must pay in full for all travel
arrangements. On occasions a non-refundable deposit may be accepted for
travel arrangements booked prior to 14 weeks before the departure date
(which also constitutes your balance due date). Deposit amounts vary
according to the conditions of the suppliers we use, if a deposit can be taken,
you will be advised of the amount at the time of booking.Once you have
made your booking and paid a deposit, we guarantee not to increase your
holiday price as a result of changes in currency exchange rates. However,
prices may be increased or decreased to reflect changes in transport costs
(including fuel and air taxes), taxes (including a change to VAT),or fees
chargeable for services (including landing taxes and embarkation/disembarkation fees at airports/ports). Even then, in the event
of a price increase,Co-op Holidays will absorb the first 2% (excluding
insurance premiums and amendment charges),of the holiday price before
passing on any surcharge to you. If this increases the price of your holiday by
more than 10% you may accept an offer of an alternative holiday from us if
we are able to offer one or cancel and claim a full refund (excluding
insurance premiums and amendment charges). If you cancel for this reason,
you must notify us within 14 days of the date printed on the new invoice.We
will not increase the price of your holiday, for any reason within 30 days of
your departure date. If in the future, the Government or other regulatory
body introduces a charge or levy for the holidays we sell, Co-op Holidays
reserve the right to pass on that charge or levy to you.
4. IF YOU CHANGE OR CANCEL YOUR TRAVEL ARRANGEMENTS
You or a member of your party may change or cancel their travel
arrangements at any time provided that the change or cancellation is made
by the lead passenger and is communicated to ourselves in writing. Changes
can be made to your booking after the reservation has been made, subject
to availability where applicable. For a name change, there is a charge of £30
per name changed to cover administration costs. For a date change, there is a
charge of £30 per passenger changed to cover administration costs. For an
accommodation change, there is a charge of £30 total to cover
administration costs. For a multiple of name,date and accommodation
changes, there is a charge of £30 per passenger on the booking. Any
applicable extra costs levied on to ourselves by our suppliers will be added
to the respective administration costs. Amended holiday costs will be
calculated according to the cost of the holiday on the day the amendment is
carried out and any original savings may not be applicable to the new
holiday cost. If the change you request reduces or increases the number of
passengers travelling on your booking,we reserve the right to re-calculate
the total holiday price based on the revised number of persons sharing the accommodation. This recalculation may increase or decrease your total
N.B.There will be no administration costs levied for the addition of ancillary
items such as transfers, sightseeing options etc. other than the additional
supplier costs and all amendment charges are non -refundable.
To cancel your holiday, you must notify us immediately in writing. The
cancellation fee,up to a charge of 100%,will be assessed at the time of
cancellation and the lead passenger advised accordingly. If a deposit has
been paid to confirm your holiday, the following table of cancellation
charges will apply.
Period before departure
when change takes place
More than 70 days Loss of deposit
70 – 57 days 30% or deposit (whichever is greater)
56 – 29 days 50%or deposit (whichever is greater)
28 – 8 days 80% or deposit (whichever is greater)
7 – 0 days 100%
5. IF WE CHANGE OR CANCEL YOUR TRAVEL ARRANGEMENTS
Occasionally we may have to make changes and we reserve the right to
undertake such changes or cancel a booking at any time.Most changes are
minor, for example, a change to a hotel facility, a flight time change of less
than 12 hours or a change to your accommodation to one of the same
official category. In the case of a minor change,we will advise you or your
travel agent at the earliest possible date but we do not pay compensation.
If we have to make a major change, for example, a significant alteration to the
outbound or inbound flight time or a change of accommodation to a lower
official category or a change of departure airport, you will have the following
• Accepting the change of the arrangements.
• Book alternative travel arrangements with us. If it costs less than
your original arrangements,we will refund the difference.
• Cancel with a full refund of all monies paid.
If we have to cancel your booking, you will have the second and third
options mentioned above.
In the case of significant changes or cancellation, you will be entitled to
compensation as detailed in the table below,with the exception of force
majeure (see 7) and where we cancel due to you not paying the balance of
your travel arrangements.
Period before departure
when change takes place
Compensation per person
More than 56 days Nil
29 - 56 days £10
15 – 28 days £15
8 – 14 days £20
0 – 7 days £25
Important note: Should there be a cancellation or a technical delay to your
outward flight, you must immediately notify ourselves of the situation. Failure
to do so may result in cancellation fees levied by your accommodation
provider. Should there be a cancellation or a technical delay to your return
flight, your airline will either carry you at the earliest opportunity on another
of their services subject to space or re-route you to an alternative destination
on one of their services.Your hotel may,on occasion,utilise the services of a
hotel of a similar or better standard and transfer you accordingly.
Holidays cannot accept responsibility for such changes but will attempt to
minimise any disruption to your original holiday booking.
6. DELAYS AND RE-SCHEDULING
We have no control in the event of transport delays or re-scheduling. For that
reason, the provision of meals or overnight accommodation is entirely at the
discretion of the carrier.We have no representation at airports in the UK or
overseas and in the case of a cancelled or re-scheduled service the carriers
will do their best to book you on the nearest alternative flight. We are unable
to offer compensation for travel delays or re-scheduled flights.
7. FORCE MAJEURE
This means unusual or unforeseeable circumstances beyond our control.
These can include,but is not restricted to, for example,war, threat of war, riot,
civil strife, industrial dispute,epidemics,health risks, flood,unavoidable airline
technical delay, closure or congestion of airports, stations or ports, terrorist
activity and its consequences,natural or nuclear disaster, fire or adverse
If you have a problem during your travel arrangements,please inform the
relevant supplier (e.g.your hotelier),who will endeavor to put things right
quickly. It is strongly recommended that you communicate any complaint to
the supplier in question without delay and while in your destination. If you
fail to follow this procedure we will have been deprived of the opportunity
to investigate and rectify your complaint while you were in your destination.
In the event that your complaint is not resolved to your satisfaction, you
must then inform the 24 hour help line identified on your booking
documentation.This may affect your rights under this contract. If your
complaint is not resolved locally,please follow this up within 28 days of your
return home in writing to Co-op Holidays, Mercian Close, Ilkeston,
Derbyshire, DE7 8HG, giving your booking reference number and all other
relevant information. Please keep your letter concise and to the point, this
will assist us to quickly identify your concerns and speed up our response to
you. The Association of British Travel Agents (ABTA)may further assist
through their ABTA Arbitration Scheme,details of which can be found on www.abta.com.
9. WEB COSTINGS
We will notify customers within 24 hours if there are any applicable cost
discrepancies relating to their booking. Should this unlikely event occur,
customers may choose to pay the correct price or receive a refund of all
10. AIRLINE FAILURE INSURANCE
Airline Failure Insurance is included on all Co-op Holidays travel
arrangements. This Insurance covers against the financial failure of a
scheduled or charter airline.
11. OUR LIABILITY TO YOU
If the contract we have with you is not performed or is improperly
performed by us or our suppliers we will pay you appropriate compensation
if this has affected the enjoyment of your travel arrangements. However we
will not be liable where any failure in the performance of the contract is due
to: you;or a third party unconnected with the provision of the travel
arrangements and where the failure is unforeseeable or unavoidable; or
unusual and unforeseeable circumstances beyond our control, the
consequences of which could not have been avoided even if all due care had
been exercised;or an event which we or our suppliers,even with all due care,
could not foresee or forestall.
Our liability,except in cases involving death, injury or illness, shall be limited
to a maximum of twice the cost of your travel arrangements.Our liability will
also be limited in accordance with and/or in an identical manner to £5,000.
a) The contractual terms of the companies that provide the
transportation for your travel arrangements. These terms are
incorporated into this contract; and
b) Any relevant international convention, for example the Montreal
Convention in respect of travel by air, the Athens convention in
respect of travel by sea, the Berne Convention in respect of travel
by rail and the Paris Convention in respect of the provision of
accommodation,which limit the amount of compensation that you
can claim for death, injury,delay to passengers and loss,damage
and delay to luggage.We are to be regarded as having all benefit of
any limitation of compensation contained in these or any
You can ask for copies of the transport companies’contractual terms,or the
international conventions, from our offices; Co-op Holidays, Mercian Close,
Ilkeston, Derbyshire, DE7 8HG.
Under EU law (Regulation 261/2004) you have rights in some
circumstances to refunds and/or compensation from your airline in cases of
denied boarding, cancellation or delay to flights.Full details of these rights
will be publicised at EU airports and will also be available from airlines.
However reimbursement in such cases will not automatically entitle you to a
refund of your holiday cost from us. If any payments to you are due from us,
any payment made to you by the airline will be deducted from this amount.
If your airline does not comply with these rules you should complain to the
Air Transport Users’ Council on 020 7240 6061 www.auc.org.uk
12. UNREASONABLE BEHAVIOUR
If someone in authority believes that you are unfit to travel or likely to
disturb or harm others, they may prevent you from travelling. Similarly, if your
behavior at your overseas property is considered to be unacceptable by the
hotelier or owner of the property, you may be asked to leave. In both
circumstances, your contract with us will end immediately; there will be no
refund for unused travel or accommodation and you will be entirely
responsible for all expenses you may incur. We will also hold members of
your party jointly and individually liable for any damage to the property,
together with legal costs we incur in pursuing the claim.We cannot be
responsible for the actions or behaviour of other passengers/guests who
have no connection with your travel arrangements or us.
13. CONDITIONS OF CARRIAGE
The contractual terms of the companies that provide the transportation for
your travel arrangements will apply to this contract.These may contain terms
which affect your rights to compensation.The web guide/brochure and any
other Co-op Holidays literature is our responsibility, as your tour operator. It is
not issued on behalf of any airline whose services are used in the course of
your travel arrangements. Please note that in accordance with Air Navigation
Orders, in order to qualify for infant status, an infant must be under 2 years of age on the date of their return flight and not occupy a seat.
14. THE 1998 DATA PROTECTION ACT
Information you provide will be held on the Group’s computers (and in other
ways) for use by us and other group companies for the following purposes:
• Booking Information: Information about you and the travelling
party may be passed to our suppliers and may include things such
as religious beliefs,dietary requirements, your or your travelling
party’s physical or mental health.This information may also be
• Statistical Analysis/Market Research.
• Fraud Prevention/Debt Collection.
• Contacting you:We may contact you via e-mail,post or phone with
details of the Group or selected suppliers’products and services
which may be of interest to you.
We may also monitor and/or
record your telephone conversations with the Group for security
purposes and staff training.
By entering into a contract with Co-op Holidays, you agree to the use and
disclosure of information by the Group as described.
15. IDENTITY OF OPERATING CARRIER
In accordance with EU Directive (EC) No.2111/2005, article 9,we are required
to bring to your attention the existence of the Community List,which
contains details of air carriers that are subject to an operating ban within the
EU Community.To view the Community List please visit
We are also obliged to notify you of the airline to be used in your booking.
We do this by way of a list of carriers likely to be used. We will notify you if the
carrier changes,either with your tickets or at the boarding gate if required. A
change of carrier is not a significant change to your travel arrangements.