Standard Terms | Official Grandstand & VIP ticket Terms | Ferry Terms

OUR AGREEMENT WITH YOU 

We are a trading Regency Travel Limited, Registered Office 64 Duke Street, Douglas, Isle of Man and Our Agreement With You sets out what you are legally entitled to expect from us when you buy a Package Holiday from us and will not apply to any course of dealings between us other than the Package Holiday booked. 

1. Your Travel Booking 

Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old at the time of booking and possess the legal capacity and authority to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available. You are responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations. 

In addition, if your holiday includes a flight, you are also responsible for (a) notifying us prior to the time of booking of any personal circumstances and needs pertaining to a person included in the booking including, without limitation, whether any such person is not self reliant or is a person with mobility - for example if you, or a member of your party, have difficulty in walking 500 metres; and (b) notifying us at any time from the time of booking until 48 hours prior to the flight’s departure by calling our call centre if any person travelling on the booking has ceased to be self reliant or a person with reduced mobility or if a person previously reported to be with reduced mobility or as not being self reliant does no longer fall into either category. 

It is a condition of your booking with us that you and all other members of your party, including infants and children, are adequately insured on holiday. Any person who is under 18 years old must be accompanied by an adult on his or her journey. There may be other restrictions and conditions on some offers, but these are explained in the details of those offers. When you or ask for your booking to be confirmed, we will confirm the booking there and then, and set aside your chosen accommodation, holiday or transport for you. Next, we will send you a Confirmation Invoice within 14 days. If there is any change to any of the details discussed at the time of booking, before the Confirmation Invoice is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any). If any detail on the Confirmation Invoice is not correct tell us immediately. If there is an obvious error on the Confirmation Invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not acceptable then you will be entitled to a full refund. 

The contractual terms of Our Agreement apply between you and us because you have chosen a Package Holiday with us (hereafter, a “holiday”) which is a ‘package’ within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992 and will enjoy the benefits conferred by it.
When you buy an ATOL protected air holiday package from us you will receive a confirmation invoice from us (via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser's Licence number ####. 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 an advance booking. For further information visit the ATOL website at www.atol.org.uk
2. The Price You Pay 

All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. Prices include a cost for fuel that was estimated at the date of this publication. 

We reserve the right to add a fuel supplement to holiday prices should this increase after the date of this publication. Prices can go up or down. We will be able to tell you the up-to-date price of your chosen travel arrangements and of any other services advertised by us before confirming your booking. We reserve the right to increase the price of your holiday after you have booked but no later than 30 days before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made. After a Confirmation Invoice has been sent to you, any increase to your holiday price will be as the result of changes in our costs of supplying your holiday resulting from transportation charges, (fuel, airport charges, scheduled air fares and other transport charges which form part of our contract with the transport provider), currency fluctuations and government action. An administration charge and any relevant travel agent’s commission is included within these amounts. 

The price quoted on the last Amendment Invoice issued is guaranteed, unless you change your holiday booking. Any increases in our costs which occur after the last Amendment Invoice has been sent will be borne by us. Should you instruct your credit/debit card company to “charge back” any payment(s) properly due from you in respect of your booking, we will charge you an administrative fee of £10 per incident and associated costs. We further reserve the right to cancel your booking and/or take legal action against you for all outstanding payment(s). 

3. If we cancel your booking 

We aim to provide your holiday as booked. But if, for example, there are not enough people booked on your holiday or you do not pay the balance of the holiday price on time, we may cancel it. We reserve the right to cancel your holiday in any circumstances but if we cancel your holiday you can either have a refund or accept a replacement holiday from us of equivalent or closely similar standard and price (if one is available). Should you choose this option the terms and conditions of your holiday will not change and these conditions will still apply to your booking. In either case, we will pay you compensation, using the scale shown (unless we cancel your holiday because you do not pay us the balance of the holiday price or because of one of the events listed in the ‘Important note – events beyond our control’) and we will always refund the difference in price if the replacement holiday is of a lower standard and price. We will not cancel your holiday less than eight weeks before you go, unless this is the result of one of the events in the ‘Important note – events beyond our control’. 

4. If we change your booking details 

We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right to do this at any time. We will let you know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your departure. Flight timings shown by us are for guidance only and may change. Your Confirmation Invoice will show the latest planned timings. Your actual flight timings will be shown on your ticket (including any e ticket itinerary), which you should check carefully as soon as you receive it. 

Major changes to your holiday 
Occasionally, we have to make major changes to the flight or accommodation making up your holiday with us. If we tell you about any of these changes after we have confirmed your holiday booking, you may either: 
- accept the new arrangements offered by us; or 
- accept a replacement holiday from us of equivalent or closely similar standard and price, Should you choose this option the terms and conditions of your holiday will not change and these conditions will still apply to your booking.or 
- cancel your holiday with us and receive a full refund of all monies paid. 

Either way, we will pay you compensation, using the Compensation table shown, unless the change is for reasons beyond our control (see the ‘Important note – events beyond our control’) and we will always refund the difference in price if the replacement holiday is of a lower standard and price. 

Major changes to your holiday for which we will pay compensation unless the change is for reasons beyond our control (see 'Important note - events beyond our control'), using the scale shown, may include the following changes: a significant change of destination; a change in accommodation to that of a lower category, a change in the time of your departure or return flight by more than 12 hours, a change of UK departure airport (excluding changes between London airports, London, Ebbsfleet and Ashford stations and between Dover/Folkestone ports). These changes are only examples and there may be other significant changes which constitute major changes. This standard payment will not affect your statutory or other legal rights. We will only make one payment for each full-fare-paying adult in the holiday booking. Any children not paying the full adult fare will receive 50% of these amounts. Children using a free child place will not receive any standard payment. 

Compensation 
Any compensation payable will be on these scales, based on how many days before your booked holiday departure we tell you of a major change.

Period before departure when a major change is notified	Compensation payable per person
More than 56 days	0
55-29 days	£10
28- 15 days	£20
14-8 days	£30
7-0 days	£40

If the change is not acceptable to you 
If any major change indicated above is not acceptable to you, you can cancel your holiday booking. In this case, we will refund all the money you have paid us and will pay you compensation, as shown above, depending on how many days before your holiday we tell you about this change unless the change is for reasons beyond our control (see 'Important note - events beyond our control'). This standard payment will not affect your statutory or other legal rights. 

Important note – events beyond our control 
Events beyond our control include: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events. 

In February 2005 a new Europe-wide law relating to denied boarding, delays and cancellation of flights came into force. This law granted rights to passengers including in certain circumstances the right to cancel their flight and receive reimbursement of the cost of the flight from their airline. Full details of these rights is publicised at EU airports and is also available from affected airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your holiday from us. 

5. What happens to holiday complaints 

We can usually sort out any complaints you may have. But if we cannot agree, you can take the matter to an arbitrator under the Arbitration Scheme devised for the travel industry by the Chartered Institute of Arbitrators.

This is a simple way of sorting out complaints and there are limits on the costs you might have to pay. You do not have to appear in person, but can send documents to explain your complaint. Details and application forms are available from ABTA, 30 Park Street, London, SE1 9EQ. 

YOUR 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 from us and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number ####) administered by the Civil Aviation Authority and a bond held by ABTA for packages that do not include flights. If you book arrangements other than a package holiday from us, the financial protection referred to above does not apply.

6. Our responsibility for your holiday 

We will arrange for you to receive the services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or through independent suppliers contracted by us. We are responsible for making sure that each part of the holiday you book with us is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you). If any part of your holiday is not provided as described, we will pay you compensation, if appropriate, unless this is due to reasons beyond our control (see 'Important note – events beyond our control'). 

We have taken all reasonable care to make sure that all the services which make up your holiday advertised by us are provided by efficient and reputable businesses. These businesses should follow local standards. However, overseas safety standards are generally lower than in the UK, for example few hotels yet meet EC fire safety recommendations even in Europe. 

7. Personal Injury 

If you suffer injury, illness or death directly as a result of the services provided as part of your holiday we may make a payment to you. We will not make any payment if your injury, illness or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would receive under English law in an English court. 

1 You must tell us and the supplier involved about your injury or illness while you are in the resort (see section 13). You should also write to our postal address about your claim within three months of coming home from your holiday to allow us to investigate it properly and co-operate with us so as to enable us to carry out such investigation. Please include a letter about your injury or illness from your doctor if you can. 
2 You should transfer to us any rights you have against the supplier or any other person. 
3 You should co-operate fully with us if we or our insurers want to enforce those rights. 
4 Any payments we make may be limited in accordance with international conventions. 
We ask you to transfer your rights to us so that we can claim back from suppliers any payments we make to you, plus any legal or other costs. We will not make a profit from this. If we get back from the supplier more than we have paid you plus these costs, we will give the extra money to you. 

If you or someone on your holiday booking is injured, falls ill or dies while taking part in an activity which is not part of the holiday, or you need to incur unpredictable extra expenses for which we are not liable because the event is beyond our control (see 'Important note – events beyond our control') we will, where appropriate and subject to our discretion, try to help if we can. We may help everyone on your holiday booking up to a total cost to us of £5,000 as long as the following conditions are met: 
1 You must ask us for help within three months of coming back from holiday. 
2 You must make a claim under your insurance policy’s legal expenses or other appropriate section. You must show us proof that your insurance company has received your claim and, if you get back the cost of legal or other expenses, you must repay us any money we have spent in helping you. 

8. Excursions

From time to time we may introduce you to reputable third party suppliers of excursions or other leisure services. If you choose to enter into a contract for the provision of excursions or other leisure services, your contract will be with that supplier directly and we act only in the capacity of an agent, and therefore would have no liability for the proper performance of that contract.

The terms and conditions in this "Our Agreement With You" will not apply to any contract for the provision of excursions or other leisure services.

YOUR AGREEMENT WITH US 

9. Your contract 

By asking us to confirm your booking, you are accepting on behalf of all persons travelling on this booking that the terms of this Agreement constitute the entire agreement between us with regard to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party. Where the context permits, reference to “you” and “your” will include you and all persons travelling on this booking. Your contract with us shall be governed by and construed in accordance with the law of the Isle of Man.
10. Paying for your travel arrangements 

You will be required to pay a deposit to us for each person when you book unless this is within eight weeks of departure when the full amount for the booking is payable. The deposit amount will be specified by us when your booking is made. If it is not specified then it will be the amount that we ask you to pay when you book, even if this is 100% of the holiday price. If you pay less than the deposit under a low deposit booking scheme, then this is only part of the deposit referred to in this paragraph. The remaining deposit will be due on cancellation or date specified at time of booking or on your confirmation invoice Please note your booking deposit may be increased or there may be a charge payable for some accommodation, holidays or flight bookings where it is necessary to secure specific facilities with full payment at the time of booking e.g. weddings, coach touring and specific types of airline tickets. Once confirmed, the booking deposit, additional charges paid and insurance premiums will not be refunded in the event of cancellation except in the circumstances specified in Sections 2, 3 or 4 or as otherwise required by law. 
This is your only commitment until eight weeks before you go. Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least eight weeks before you go on holiday. If you don’t, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on that last Invoice, in accordance with the scale in section 12. 
If your payment is made by credit card a handling fee will apply, please check fee at time of booking. This may also apply to some debit cards. We do not accept personal cheques, only building society and bankers' drafts will be accepted.

11. If you change your booking 

1. If you want to change any details of your booking (such as changing to a different hotel or cruise or changing a name in your booking) or to cancel an optional extra you have booked, we will do our best to help but please note that more major changes, such as those that would lower the basic price of your holiday or that would otherwise result in your holiday ceasing to be a Package Holiday and changes to the hotel or flight within 56 days of departure will also be treated by us as a different holiday. We charge an ‘Amendment Fee’ for each detail of the booking which we allow you to change without a cancellation. If you make the allowed change more than 56 days before departure, the fee will be £35 per change per person. 
If you make the allowed change within 56 days of departure, the amendment fee will be £50 per change per person. 
2. The price of your new travel arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you first booked your travel arrangements. 
3. Name change, and or departure details such as date and time changes are not always allowed by airlines and other transport providers whenever they are made. Whilst we will do our best to change the details of the booking, please bear in mind that most airlines and other transport providers treat name and departure detail changes as a cancellation and charge accordingly. These charges will be passed on to you. Once tickets have been issued, and sometimes even before they have been issued, any changes made to the ticket, including names or initials, will result in you having to pay for the cancelled ticket and buy a new ticket at full cost. 
4. If: 
(i) at any time after you have booked your holiday, you want either to change to a different holiday or change your hotel, flight or cruise, and as a result your holiday ceases to be a package holiday; or (ii) within 56 days of departure, you want either to change to a different holiday or change your hotel, flight or cruise; then you will have to pay cancellation charges (see section 12). If the change means we must send you new tickets, we cannot give you any refund until we have received all your old travel documents, including tickets. 
5. Some types of accommodation (such as apartments, or hotel rooms with reductions for three adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and it is not covered by our insurance. 
6. Subject always to clause 11.3, if you are prevented from taking the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions: 
- You must authorise us to make the transfer; 
- The person to whom you transfer your holiday booking must comply with all the terms of the existing booking; 
- That person must accept the transfer and the terms of Our Agreement; 
- That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (and the premium cannot be refunded); 
- We will also charge amendment fees in accordance with section 11.1. This will be added to the new Invoice issued to that person; 
- You cannot transfer a holiday booking within 14 days of departure; and 
- You will remain responsible for the payment of any balance on that new Invoice should that person fail to pay it. 

12. If you cancel your booking 

If you want to cancel your booking or part of it, you must advise us. Once we receive your notice of cancellation you should expect to receive a Cancellation Invoice within 14 days. If you do not then please contact us. To cover the cost of processing your cancellation and to compensate us for the risk that we may not be able to resell your travel arrangements, we make a cancellation charge on the scale shown below. The person who made the booking is responsible for paying this charge. The size of the charge depends on when we receive your notification– the more notice you give, the less we will charge. 
If you are travelling on a scheduled flight, we cannot give you any refund until we have received your old travel documents, including tickets. Please return them to us or your travel agent immediately. 

Cancellation charges 
These charges are based on how many days before your booked departure we receive your cancellation notice. These charges are a percentage of the total cost of your booking, not including your insurance premium. 

Period before departure when notice of cancellation is received.	% of total booking price.
56 days or more	Loss of deposit*
55-36 days	50%
35-22 days	70%
21-11 days	90%
10-0 days	100%

* Where the standard deposit is increased to secure specific facilities or an additional payment has been made for transport tickets (see Section 10 and 11.3) and these are non-refundable in whole or in part, then the scale of charges shown will be calculated based on a % of the cost of all other arrangements and the non-refundable charges will be added to that cancellation charge to give the total charge. If a low deposit scheme was used for your booking, the full deposit as advised at time of booking or as stated on the confirmation invoice will need to be paid in full upon cancellation, if you have not already paid the full percentage of deposit due.

Please note that for certain travel arrangements e.g. coach tours and many scheduled transport providers the cancellation charge may be higher than those shown. In certain cases a 100% cancellation fee applies as soon as the booking is made and the ticket is issued. Please ask for full details of cancellation charges at time of booking. Please check your insurance policy to see if you are covered for the cancellation charge. 

13. If you have a complaint 
If you have a complaint about your arrangements whilst away, you must immediately notify the supplier of the service in question locally. If they are unable to resolve the problem immediately, you should contact us straight away by telephone/fax/e-mail and we will endeavour to assist. If you are still not satisfied on your return home, you must write to us at the address given above, within 28 days of returning from your holiday to allow your complaint to be investigated properly. Please write your holiday reference number on your letter, and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the supplier, or calling and informing us, then we may not be able to deal positively with any complaint on your return. 

14. Your accommodation 
Any accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on latest Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay,. These charges must be met by you and may have to be paid locally. 

17. The conditions of your ticket 
When you travel by air or by sea, your journey may be subject to certain international conventions such as the Warsaw Convention, Montreal Convention or Athens Convention. You agree that the transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage'. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us to provide you with a copy of any of the conditions applicable to your journey. The airline's terms and conditions are available on request We will tell you the identity of the air carrier when you book with us and if it is not known at that time or subsequently changes we will inform you as soon as possible and no later than at check-in for your flight. 

18. Contacting you 
If you book via our website or have opted in other circumstances for us to contact you via e-mail, we will communicate with you using the e-mail address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your e-mail address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our call centre or in writing as required in our terms and conditions.

FERRY TT DEPOSIT BOOKING TERMS AND CONDITIONS

This is a non-refundable deposit only booking on which the charge will be £30 per person for ANY vehicle type and foot passenger travel. You will be notified of your total fare by the end of January in the year of travel. Please contact us if you have not received this by mid February. Your remaining balance must be received by the end of February in the year of travel. If payment is not received, then your booking will be cancelled and you will lose your non-refundable deposit.

Provisional sailing times and dates: We cannot guarantee that this will be the actual sailing time or date due to vessel availability and port slot restrictions, but we will do our utmost to minimise disruption.

Provisional ports of departure and vessels: We cannot guarantee that the vessel or port of departure will be the same due to vessel availability and slot times.

TT non-refundable deposit bookings are also subject to the Company's general Terms and Conditions and also Conditions of Carriage. 
In the event of a conflict between the Company's general Terms and Conditions and the TT non-refundable deposit booking terms and conditions, the TT non-refundable deposit booking terms and conditions will apply.