Terms & Conditions

Your contract is with TicketTree.com Ltd, a Member of ABTA.

  1. Your break contract
    When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which 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 live there and wish to do so.
  2. Your financial protection
    We provide full financial protection for our package breaks, by way of an insurance policy with MGA Cover Services Ltd.
  3. ABTA
    We are a Member of ABTA, membership number Y6279. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
  4. Your Break Price
    1. We reserve the right to alter the prices of any of the breaks shown in our brochure or website. You will be advised of the current price of the break that you wish to book before your contract is confirmed.
    2. When you make your booking you have the option of paying in full or an initial payment of 50% of the total break price. The balance of the price of your travel arrangements must be paid at least 1 month before your departure date. 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.
    3. The price of your travel arrangements is fully guaranteed and will not be subject to any surcharges.
  5. 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. In the event of the changes being able to be made you will be asked to pay an administration charge of £10, 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 (possibly all elements) 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 travel arrangements.
  6. If You Cancel Your Booking
    Your package break, once confirmed, is sold as non-exchangeable and non-refundable. Whilst we will attempt to assist you with any cancellation we cannot guarantee the return of any monies paid to us as the cancellation of elements within the booking is at the discretion of the theatre/venue, hotel and train companies. We strongly recommend taking out the cancellation protection with our bookings which covers you for a full refund against a number of cancellation reasons (Please see section 12).
  7. If We Change or Cancel Your Booking
    From time to time we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of travel arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your break and receiving a full refund of all monies paid. In some cases we will also pay compensation (see below). These options don’t apply for minor changes. Examples of minor changes include alteration of your accommodation to a similar or higher standard and location, changes to tickets to a similar or higher standard and value.
    Cancellation
    We will not cancel your travel arrangements less than 4 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your break before this date. If your break is cancelled you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).In some cases we will pay compensation (see below).
    Insurance
    If we cancel or make a major change and you accept a refund, 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.
    Compensation
    If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure or non payment of a balance. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
    IF WE CANCEL OR MAKE A MAJOR CHANGE TO YOUR BREAK
    Period before departure in which we notify youAmount you will receive from us
    More than 7 days£25
    More than 1 day£50
    Less than one day£100
    Force Majeure We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.
  8. If You Have A Complaint
    If you have a problem during your break, please inform the relevant supplier (e.g. your hotel or theatre) and call our customer services department (01482 221256) immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at Customer Services, TicketTree.com, 8 Posterngate, Hull, HU1 2JN or via email to enquiries@tickettree.com giving your booking reference and all other relevant information. Please keep your letter concise and to the point. It is strongly recommended that you communicate any complaint to the supplier of the services as well as to our representative without delay and complete a report form whilst in situ. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in situ and this may affect your rights under this contract. Please also see clause 3 above on ABTA.
  9. 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 the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to
    1. The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
    2. Any relevant international convention, for example 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 conventions.
    You can ask for copies of the transport contractual terms, or the international conventions, from TicketTree.com Ltd. However reimbursement in such cases will not automatically entitle you to a refund of your package break cost from us. Your right to a refund and/or compensation from us is set out in clause 7. NB this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
  10. Prompt assistance whilst on your break
    If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to 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, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
  11. Excursions
    Excursions or other tours that you may choose to book or pay for whilst you are on your break are not part of your package break 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.
  12. Booking refund protection
    TicketTree.com offers a cancellation protection service on all bookings up to the value of £1500. Due to the non-refundable, non-exchangeable nature of our package breaks we strongly advise customers to use this service. The service is operated by TicketPlan and the full terms and conditions can be found at http://www.tickettree.com/media/extras/ticketplan.pdf
    BOOKING REFUND PROTECTION IS AN OPTIONAL SERVICE OFFERED BY THE BOOKING VENDOR AND ADMINISTERED BY TICKETPLAN ON THEIR BEHALF. IT IS NOT AN INSURANCE POLICY.

© 2017 TicketTree.com Ltd

TicketTree.com Limited Registration in England No. 4612186 and VAT No. GB 808 6621 20. Registered Office, 8 Posterngate, Hull, HU1 2JN

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