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Booking Conditions

Your booking is with Manning Travel Limited (“MTL”, “we”, “us” and “our”) trading as Travel Shop Web Sites, North America Travel Shop or Pacific Islands Travel Shop.


The following Booking Conditions together with our Privacy Policy and, where your holiday is booked via our website, our website Terms of Use, together with any other written information we brought to your attention before we confirmed your booking govern your booking with Manning Travel Limited, a company registered in England with company no: 2686263 and registered office: Severn House, Hazell Drive, Newport, NP10 8FY. Telephone: 0800 1700 270. Email: sales@manningtravel.co.uk

 

Please read them carefully as they set out our respective rights and obligations. References to "you" and "your" in these Booking Conditions mean all persons named on the booking (including anyone who is added/substituted at a later date). References to “Travel Arrangement(s)” in these Booking Conditions are to the flights, accommodation, tours, excursions, transfers, and any other services we feature on our website. References to “supplier/principal” means the third party which is responsible for supplying the Travel Arrangements to you including but not limited to airlines, accommodation providers, tour & excursion providers, transfer providers, and car rental companies. The principal’s(s’) or supplier’s (s’) Terms & Conditions will also apply to your booking. Please ask us for copies of these if you do not have them.

 

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:

 

  • has read these Booking Conditions and has the authority to and does agree to be bound by them;
  • consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
  • is over 18 years of age and resident in the United Kingdom
  • accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

 

We act as an agent or sub-agent of the supplier/principal in relation to all bookings made with us except for certain flight bookings where we act as your agent in making the flight bookings as outlined in the “Flights” section of these Booking Conditions.

 

Multi-Contract Package “Definition”

Where you make a booking of multiple travel arrangements in such a way as to create a package holiday, we will accept responsibility for that as a “multi-contract Package” in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 (please refer to the "definition" below for further information as to the circumstances in which we will be acting as a Package Organiser). As a result of the above, our obligations to you may vary depending upon which travel arrangements you book with us, and whether you book a “single component booking” or a “multi-contract package.  

 

For a Multi-Contract Package, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018, as outlined in the “Multi-Contract Package Terms” section of these Booking Conditions. A “multi-contract package” booking is defined as a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:

a. flight;

b. accommodation;

c. tour or excursion

d. rental car

e. any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website.

 

Where you have booked a Multi-Contract Package, we still act as an agent (whether it be as your agent or as the supplier/principal’s agent or sub-agent) in relation to each of your chosen travel arrangements, but we will comply with our legal obligations under the Package Travel Regulations as your Package Organiser.

 

Important: Please note that where you have made a booking which consists of not more than one type of travel service as listed at (a) – (d) above, combined with one or more tourist services as listed at (e) above, this will not create a Multi-Contract Package where the tourist services: - do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or - are selected and purchased after the performance of the transport, accommodation or car rental has started. These bookings will be treated as “single component” bookings and will not be afforded the benefit of the rights under the Package Travel Regulations.

 

TERMS APPLICABLE TO ALL BOOKINGS

 

1. Bookings Details

When you make a booking, you will have the opportunity to review/confirm all the details of the booking before making payment. 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 will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport.

 

 2. Data Protection

To process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. We will not however, pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.)

 

3. Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, 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.

 

4. Credit Card Fraud Protection

Our payment processor will handle your transaction. We reserve the right to cancel a transaction if we suspect fraud. We will validate your name, address, and other personal information supplied by you during the booking process and may use appropriate third-party databases to ensure that your credit, debit, or charge card is not used without your consent. By accepting these terms and conditions, you agree to such checks. There will be no credit check, and your credit rating will be unaffected. All information you provide will be handled safely and strictly in accordance with the Data Protection Act of 1998.

 

5. Cancellation & Amendment

Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the principal(s) or supplier(s) may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation or amendment charge stated below.

 

In the unlikely event that your supplier/principal provider must make a significant change to your booking, they will offer you the option of accepting the change or cancelling the booking and receiving a full refund of all monies paid. We do not accept responsibility for any expenses or costs incurred by you because of any change by a supplier/principal. All bookings made are separate from each of the suppliers/principals concerned, for whom we act solely as agents, even where more than one service is requested and arranged at the same time. Where your Supplier/Principal makes a change or cancellation to a booking, this does not affect any booking you have with another supplier/principal even where that booking relates to services for the same holiday. For example, if your accommodation booking is changed or cancelled by your supplier/principal, you will only be able to change or cancel any other services in accordance with the booking conditions of the supplier/principal providing those services.

 

6. Service Charges

In certain circumstances we apply a charge for the services we provide:

Service Charge
Cancellation Loss of deposit + Principals charge (refer Booking Conditions)
Amendment Principals charge + £20 per person (min £40 per booking)
Special requests after the booking has been confirmed Principals charge + £5 per person (min £10 per booking)
Collection of surcharges/additional taxes Principals charge only
Pre-booking airline seats after confirmed booking Principals charge + £5 per person
Tickets despatched by insured delivery (if available) £5 (only if applicable)
International telephone/fax calls Cost of calls
Tailor made itinerary planning £20 per hour (deducted from confirmed booking)

7. Your Responsibilities

a) It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up-to-date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit www.passport.gov.uk Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

b) You must be responsible for ensuring that any existing medical conditions or disabilities that may require assistance are declared to us before you book your holiday or, if newly diagnosed before date of travel. We cannot be liable if you do not inform us of such a condition and an airline refuses to accept you or any member of your party as a passenger.

c) If in our reasonable belief or opinion or in the reasonable belief or opinion of any person in authority, your behaviour is jeopardising the safety of aircraft, people or property therein or good order and discipline on board; or is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave your accommodation or other service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.

 

8. 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 any refund.

 

9. 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.

 

10. Special Requests

Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing, but we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Supplier/Principal is not confirmation that the request will be met.

 

11. 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.

 

12. Web Site & Brochure Particulars

This website(s) and brochure is our responsibility, as your tour operator. Every care has been taken to ensure that all particulars shown on the website(s) and in the brochure are accurate, but we reserve the right to change any particulars if necessary. For example, this may result in an incorrect price, product, or other service detail description on rare occasions. Whenever possible we will advise you of such changes prior to departure.

 

13. Jurisdiction and Applicable Law

This contract and all matters arising out of it are governed by English law. We both agree that any dispute, claim or other matter which arises out of or in connection with this contract or your holiday will be dealt with by the Courts of England and Wales only. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.

   

Flights

 

When booking a flight, we will usually act as your agent, you appoint us to source and book flights on your behalf, based on the criteria you have specified to us. Therefore, for most airlines, including without limitation, Easyjet, Jet2, Ryanair, Wizz Air and TUI, we will act as your agent to source and book flights on your behalf. For other airlines however we will act as the Supplier/Principal’s agent or sub-agent (e.g. for charter flights).

Whether we are acting as your agent or agent/sub-agent of the Supplier/Principal in relation to the flight booking, either way we will arrange for you to enter into a contract directly with the relevant Supplier/Principal. For the avoidance of doubt, we will never act as agent for both you and the relevant Supplier/Principal in respect of the same Travel Arrangement.

 

MULTI-CONTRACT PACKAGE TERMS

   

14. Payment

When you make a package booking, you must pay a minimum deposit of £100.00 per person. Due to the complex nature of many of the itineraries that Manning Travel Ltd constructs some external suppliers provide services and packages for which different deposits &/or cancellation terms may apply. In these circumstances you will be advised of the necessary deposits and cancellation terms at the time of booking. The balance of the price of your travel arrangements must be paid at least 8 weeks before your departure date unless stated otherwise. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit.

 

15. If You Cancel Your Holiday

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking on your behalf must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in clause 18. Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

 

You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.

 

16. If You Change Your Booking

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes, but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge of £40.00 and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made, and you should contact us as soon as possible. Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.  

For flight inclusive bookings, most airlines do not permit name changes after tickets have been issued for any reason, you will have to pay the full cost of an alternative flight (if available) if you wish to transfer after tickets have been issued. Please note that where an outbound portion of your flight coupon is not used, the return sector will be automatically cancelled by the airline and will be classed as void. No automatic right to any refund exists for such part-used tickets. 


17. If we cancel your booking

We reserve the right to cancel your booking. We will not cancel less than 2 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance, or because the minimum number required for the package to go ahead hasn’t been reached. Unavoidable and extraordinary circumstances mean a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. The minimum number required (if applicable) will be provided to you with the holiday description, along with the time limit for us to tell you if the package must be cancelled. If your holiday is cancelled, you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).

 

In the event a refund is paid to you, we will:

Pay compensation as detailed in clause 18 except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).

 

This does not exclude you from claiming more if you are entitled to do so.

 

18. If We Change Your Booking

 (a) Changes to the price

 We can change your holiday price after you’ve booked, only in certain circumstances:

Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 14 days of your departure.

We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value) or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time-period shown on your final invoice 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy.

 

Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

 

(b) Changes other than the price

It is a term of your booking that we can make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant 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.

 

If we are constrained by circumstances beyond our control to significantly alter any of the main characteristics of the travel services that make up your package you will have the rights set out below.

We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.

If you choose to accept a refund:

1. we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. 

2. we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

 

Period before departure within which notice of cancellation or major change is received by us or notified to you If we make a major change to your holiday. Amount you will receive from us. If we cancel your holiday. Amount you will receive from us. If you cancel your holiday. Amount of cancellation charge.
More than 56 days (8 weeks) £nil Deposit only Deposit
56-43 days £20 100% of holiday cost + £20 30%
42-29 days £30 100% of holiday cost + £30 60%
28-8 days £40 100% of holiday cost + £40 90%
within 7 days £50 100% of holiday cost + £50 100%

19. Our Liability to You

You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Our liability, except in cases involving death, injury, or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to

a)  The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; 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 and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions. 

 

You can ask for copies of the travel service contractual terms, or the international conventions, from Manning Travel Limited, 7 Cedar Park, High Road, Chigwell, Essex, IG7 5AL, Tel: 0800 1700 270, Email: sales@manningtravel.co.uk. 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 will be publicised at EU airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline, or any other service provider will be deducted.

 

If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible, of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

 

NB this entire clause 19 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

   

20. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.


21. Protecting Your Money

We provide full financial protection for our package holidays, by way of our Air Travel Organiser’s Licence number 5451, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. 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.

 

We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

 

If we 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.

 

If you book arrangements other than a package for which we are the organiser, your monies will not be financially protected by us. Please ask us for further details.

 

22. Complaints

If you have trouble or lack of conformity during your holiday, you must inform us without undue delay so that we can take steps to assist you or put things right, if you fail to do so we will be unable to consider any claim for refund or compensation. You should also contact us by emailing sales@manningtravel.co.uk or call 0800 1700 270. If your complaint remains unresolved and you wish to complain further, please send formal written notice of your complaint to us within 28 days of the end of your arrangements, giving your booking reference and all other relevant information. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint and could affect your rights under our agreement.

 

23. Additional Assistance

If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur if the difficulty is your fault.

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