Booking Conditions

Introduction

Firecrest Travel is a trading name of Helen Bateman Travel Ltd, registered in England & Wales company no. 16237309. Our registered office is 4 Westfield, Willingham, CB24 5HH. Travel Trust Association membership no. X5610.

These Booking Conditions govern the services we provide and form the basis of your agreement with us. By booking a trip with Firecrest Travel, you agree to abide by these terms. Firecrest Travel operates as a bespoke travel agency offering tailor-made itineraries and small group adventures, including but not limited to flights, accommodation, transport, excursions, and other travel-related services (referred to as the ‘arrangements’). References to ‘you’ and ‘your’ in these terms means all persons on the booking (including those added at a later date), ‘we’, ‘us’ and ‘our’ means Firecrest Travel.

When you book a combination of flights (or other transport), accommodation or car hire and any other tourist service accounting for a significant proportion of the holiday, for the purpose of the same trip or holiday, this will create a ‘Package’ as defined in the Package Travel and Linked Travel Arrangements Regulations 2018. Firecrest Travel organises our own packages and, in these terms, they are called ‘Firecrest Travel Packages’.

Firecrest Travel also sell packages organised by other travel companies, referred to in these terms as ‘Third-Party Packages’. Single separate individual components from us (e.g. accommodation only or flight only), are referred to as a ‘Single component’.

When making your booking for a Single Component or a Third-Party Package, Firecrest Travel will arrange for you to enter into contracts with the airline, hotel, excursion or car hire companies providing the service detailed on your confirmation (in these terms we call them the ‘Supplier’). When Firecrest Travel acts as an agent for those suppliers; their terms and conditions apply to your booking and we advise you to read these carefully.

Before you book

Choosing your holiday

At Firecrest Travel we are here to help you find a holiday that suits you. We will share our knowledge and recommendations, but it is just as important that you do your own research too. That way, you can feel completely confident in the choices you're making.

We encourage you to visit the Foreign, Commonwealth & Development Office website at www.gov.uk/foreign-travel-advice for entry requirements, security & health information and www.gov.uk/travelaware for up-to-date, practical travel advice.

These sites provide valuable, country-specific information, but as guidance can change, please check them regularly, both before and after you book.

Accommodation ratings

Accommodation ratings are provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation or arrangements. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied

Health, Accessibility, and Special Requirements

If you have a medical condition (including food allergies), disability, or any special requirements that could affect your holiday—whether during travel or while booking—please let us know before confirming your booking. This helps us work with you to assess the suitability of the trip and any services we can reasonably provide.

We ask that you provide full written details at the time of booking, and inform us promptly if anything changes—whether your condition develops, worsens, or new requirements arise after your booking is confirmed. If you don’t provide this information, it may affect your rights under the Package Travel and Linked Travel Arrangements Regulations 2018 and limit the support we’re able to offer.

Firecrest Travel complies fully with Regulation (EC) No 1107/2006 on the rights of disabled persons and persons with reduced mobility when travelling by air. We’ll do everything we can to assist you, provided we’re given complete and accurate information about your needs at the time of booking.

Tours & excursions – general health requirements

Some tours and excursions may not be suitable for travellers with reduced mobility. Please be aware that some itineraries include early starts, long travel days, and extended periods of time on the move between destinations. In some locations, transport and road conditions may differ significantly from UK standards, which could affect both your comfort and any health considerations. We recommend factoring this in when deciding if a particular trip is right for you. Please discuss your requirements with us.

Special requests

Please let us know at the time of booking of any special requests (eg. dietary requirements or room location). We will pass on all such requests to the relevant supplier, but we do not guarantee that they will be met, and we will have no liability to you if they are not. We are unable to accept any conditional bookings (i.e. any booking which is specified to be conditional on the fulfilment of a special request)

Booking & paying for your holiday

Confirming your holiday

When you make a booking with us, you confirm that you:

a) have read these booking conditions and agree to them,

b) consent to our use of personal data in accordance with our privacy policy and solely for the purpose of your travel arrangements.

c) accept financial responsibility for the payment of the booking.

A booking is made when you have paid the required deposit and confirmed that you accept the quotation and we have confirmed your booking in writing.

In respect of a Single Component or Third-Party Package, please note that the booking and your contract will be with the supplier in question and they will issue a booking confirmation. Your booking contract will be made up of these booking conditions, our privacy policy and any other written information we brought to your attention before we confirmed your booking. Until your booking has been confirmed by us or the supplier, no contract has been formed. We reserve the right to return your deposit and decline to issue a confirmation at our discretion.

If you believe that any details on any document are wrong, you must advise us immediately as changes may not be possible later and may incur charges. It may harm your rights if we are not notified of any inaccuracies in any document as soon as possible. Any changes to these details that are not as a result of an error on our part may incur an additional charge. Please check immediately that all names, dates, timings and other details are correct and that the names stated are the same as the passport.

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements for your trip. 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.

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

Travel documentation

Once your booking is confirmed, you will receive a confirmation invoice with all the key details about your holiday, including the total balance due. It’s important that you review this carefully and let us know straight away if anything doesn’t look right.

Flight times can change, so please check your flight details every time you receive updated documents from us.

Around 14 – 21 days before you travel, we will send you your e-tickets and final itinerary. Please review everything thoroughly, including your flight times to make sure you’re fully prepared for your journey.

Payments and pricing

The balance is due 90 days before travel, payment dates will be confirmed at time of quotation. Late payments may result in cancellation of the booking. Prices are quoted in GBP and include only the items specified in the itinerary, therefore please carefully check the quotation before making payment of the deposit.

Firecrest Travel reserves the right to adjust pricing in the event of changes in exchange rates, government taxes, or supplier costs. If a significant material change has occurred or the price increase is more than 8%, then you will have the option to either accept the change or to receive a full refund. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days.

All payments are held in a Trust Account with the Travel Trust Association, until they are paid to the supplier. Further details can be found here: https://thetravelnetworkgroup.co.uk/faqs/

Insurance & emergency contacts

Adequate travel insurance is a condition of your contract with us. You should be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness.

We ask that you provide the name and contact details of someone we can reach in the event of an emergency during your trip. This should be someone who is not travelling with you and, ideally, will be based in the UK while you’re abroad.

Please provide this information when you book, and review it again before you travel to make sure it’s up to date. You should also share a copy of your final travel itinerary and your travel insurance details with your nominated emergency contact before you depart. Before passing on their details to us, please make sure you have their permission to do so.

Passport, visa & entry requirements

All travellers require a valid passport to travel. 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.

The latest UK FCDO travel advice is available here: https://www.gov.uk/travelaware

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 through which you are travelling.

We cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation.

Health & Vaccinations

The latest health advice for the countries you are visiting is available from Travel Health Pro.: https://travelhealthpro.org.uk/countries

We recommend you check this website well before travel and arrange for any vaccinations that may be required in good time.

Our commitment to you

We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease, and correct errors in advertised prices and to change any of the information. Changes will be made known to you at the time of booking. We reserve the right to refuse to accept any booking without needing to specify a reason why.

Prices quoted are based on specially negotiated rates and fares. At the time of booking, if there is a lack of availability, we will endeavour to secure an alternative and you will be told the impact that this has on your quote before you book.

Financial protection

Firecrest Travel are members of the Travel Trust Association (TTA), membership number X5610. The Travel Trust Association exists in order to provide you with 100% financial protection.

If you have booked a package holiday including a flight, your booking will be ATOL protected and your ATOL Certificate will set out what is protected. In the event of the failure of the TTA Member, arrangements will be made by the Travel Trust Association to enable your holiday to go ahead, or alternatively for you to be refunded and/or repatriated.

If you book arrangements which do not constitute a Package holiday or Linked Travel Arrangement as defined within The Package Travel and Linked Travel Arrangements Regulations 2018, the financial protection is provided through the Travel Trust Association. All payments made to a TTA Member for single travel services (whether for transport, accommodation, entertainment or other activities) are paid by that TTA Member into a specially designated Trust Account. Once your payment is held in the Trust Account, it will only be released in limited circumstances. For instance, before the completion of your holiday, the money will only be released to pay for the services which you have booked, such as to pay the airline or the accommodation provider. Alternatively, the money can also be released on completion of your holiday or if you cancel your holiday.

These arrangements mean that, if the TTA Member fails, your suppliers will either already have been paid or the money will be available in the trust account to pay the suppliers of your holiday (so that the holiday can go ahead). Alternatively, if this is not possible then money in the trust account can be used to refund you.

More information about the TTA financial protection can be found on their website: https://thetravelnetworkgroup.co.uk/faqs/

ATOL protection for flight-inclusive and flight-only bookings

When you buy an ATOL protected fight 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, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are 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, or the suppliers identified on your ATOL certificate, 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. For more information, please visit www.caa.co.uk/atol-protection

Before you travel

Amending bookings

If you request changes to an itinerary, we will do our best to accommodate, but additional charges may apply.

Transferring bookings

You may transfer a booking to someone else, subject to the following conditions:

that person is introduced by you and satisfies all the conditions applicable to the arrangements;
we are notified not less than 7 days before departure;
you pay any outstanding balance payment, an amendment fee of £50 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
the transferee agrees to these booking terms and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

IMPORTANT NOTE: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

Cancelling your holiday

If you wish to cancel your holiday, please notify us in writing as soon as possible. Our cancellation charges are as follows, period before departure in which you notify us:

Prior to 70 days before departure: Loss of deposit.
57 to 69 days before departure: 30% of total cost.
31 to 56 days before departure: 60% of total cost.
30 days or less before departure: 100% of total cost.
In addition to the charges listed above will be any non-refundable full paid airline or ancillary reservations.

Notes

Please note that insurance premiums and amendments charges are not refundable in any circumstances.
Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge from any monies you have already paid to us.
If you wish to cancel a Single Component or a Third-Party Package, the cancellation charges imposed by the supplier are payable as detailed in their terms and conditions.

Exceptions - unavoidable and extraordinary circumstances

You have the right to cancel your booking & receive a refund in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination and significantly affecting the holiday. This applies where the Foreign and Commonwealth Office advises against travel to your destination.

If we need to make a change or cancel your holiday

As we and the suppliers plan your travel arrangements many months in advance, we may occasionally have to make changes to or cancel your booking.

a) Amendment by a supplier to a Third-Party Package or Single Component:

We will inform you of any changes or cancellations made by a supplier as soon as reasonably possible. If the Supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the Supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the Supplier under your contract with them.

b) Amendment by Firecrest Travel

We reserve the right to make changes to Fireccrest Travel Packages at any time. If we make an insignificant change, we will inform you as soon as reasonably possible if there is time before your departure, but we will have no liability to you. 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. Please note that carriers may be subject to change.

Occasionally we may have to make a significant change to your confirmed Firecrest Travel Package arrangements. Examples of “significant changes” include the following, when made before departure:

change of accommodation area for the whole, or a significant part of your time away.
change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
significant change to your itinerary, missing out one or more destinations entirely.
change of UK departure airport, except for airports within 150 miles (as the crow flies)

c) Cancellation by us of a Firecrest Travel Package

We shall endeavour not to cancel your Firecrest Travel Package 60 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if for example the minimum number of clients required for a particular travel arrangement is not reached (this would be discussed with you before the booking is made).

If we have to make a significant change to, or cancel, your Firecrest Travel Package, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:

accepting the changed arrangements; or
having a refund of all monies paid; or
accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost); or
if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.

If we cancel or make a significant change to a Firecrest Travel Package 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; and provided such premium was purchased as a single trip policy, specifically for the cancelled package.

If we have to make a significant change or cancel we will, where appropriate, pay you compensation as set out below. Compensation entitlements will vary depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions:

Compensation will not be payable and no liability beyond offering the above-mentioned choices can be accepted where: (i) we are forced to make a change or cancel as a result of unavoidable and extraordinary circumstances beyond our control, the consequences of which we could not have avoided even if all reasonable measures had been taken, or (ii) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached.

No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one. A change of flight time of less than 12 hours, airline (except where otherwise stated), type of aircraft (if advised) or destination airport will all be treated as minor changes.

Period before departure within which a significant change or cancellation is notified to you and compensation due to you:

Prior to 61 days before departure: 0
41 to 60 days before departure: £20
31 to 40 days before departure: £30
30 days or less before departure: £50

On Holiday

Our Commitment To You For Your Holiday Arrangements

a) Firecrest Travel Packages

We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these booking conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these booking terms and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: a) the acts and/or omissions of the person affected; or b) the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or c) Force Majeure.

We limit the amount of compensation we may have to pay you if we are found liable under this clause 10.1 including:

(a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.

(b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging 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 the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.

ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.

iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. (

5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description (excluding any claim in relation to baggage): (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised by us. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

(8) Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the three-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

b) Single Components and third-party packages

Your contract is with the supplier and its terms and conditions apply. As agent, we accept no responsibility for the actual provision of the travel arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we have earned on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises because of our negligence or that of any of our employees whilst acting in the course of their employment

c) Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier concerned control.

Assistance whilst travelling

If you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. We may, for example, provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements.

Where you require assistance, which is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them.

Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

Flight delays and Missed Transport Arrangements

If you or any member of your party is subject to a delay, misses your flight or other transport arrangement, or your transport arrangement is cancelled, you must contact us immediately. You must also contact the airline for other transport supplier concerns immediately.

Under EU Law, you have rights in some circumstances to refunds and/or compensation from the 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. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.

We cannot accept liability for any delay which is due to any of the reasons set out in the Force Majeure clause of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).

The carrier(s), flight timings and types of aircraft detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched, we will contact you as soon as we can to let you know.

Behaviour and conduct

Our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made, and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.

We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

Complaints

Any complaints should be raised as soon as possible during the trip to allow us to resolve the issue, please do not wait until you return home as this will affect our ability to resolve the situation. Please email helen@firecresttravel.com.

Formal complaints must be submitted in writing within 30 days of returning from your trip.

Emergency Support

During your holiday you will have access to an emergency contact for 24 hour assistance. Many destinations have local representation and they should be contacted in the first instance, should you have a problem.

General information

Law and jurisdiction

These Terms & Conditions are governed by the laws of England and Wales. By booking with Firecrest Travel, you confirm that you have read and understood these terms. If you have any questions, please contact us before confirming your booking.

Data protection and privacy

We collect and store personal information only for the purpose of arranging travel services. Firecrest Travel complies with UK GDPR regulations and will not share your data with third parties except as necessary to complete bookings. You may request access to your personal data or opt out of marketing communications at any time.