1. Introduction

Booking Terms – Please Read Carefully

These booking terms, along with our Privacy Notice and any other written information we provided before confirming your booking, apply to your travel arrangements with Travelglobeuk Limited  ("we", "us", or "our").

Please take the time to read them, as they explain both your rights and responsibilities, as well as ours.

References to "you" or "your" mean the person named on the booking and anyone else included in the booking or later added or transferred to it.

If you have any questions after reading these terms, our Customer Services team will be happy to assist.

Please note:  We act solely as a booking agent. That means your contract will be with the actual travel provider(s) (such as an airline, hotel, or tour operator). Our responsibilities to you depend on the type of arrangements you've booked, and we explain these throughout this document.

 2.      Booking

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

• You are over 18 years old.
• You have the authority to accept these booking terms on behalf of everyone included in the booking.
• You and everyone in your group have read and agreed to these conditions. 

At the time of booking, you’ll need to pay a deposit (or the full amount, depending on what’s required). The exact amount will be shown to you during the booking process. Once you receive your booking confirmation and any other travel documents, it’s very important to check all details (including names, dates, and times) carefully.

 If anything looks incorrect, please let us know as soon as possible. Mistakes may not be fixable later, and corrections could result in extra charges from travel providers. We don’t charge a fee for correcting documents ourselves, but you’ll be responsible for any supplier fees.

Tip: Make sure that all passenger names match their passports exactly — even small differences can cause problems with travel.

 3.      Payment

You’ll need to pay either a deposit or the full cost of your booking when you make booking. This will be shown clearly at the time of booking. If you’ve paid a deposit, the remaining balance must be paid before 6 weeks of the departure. If full payment isn’t received on time, we’ll notify the travel supplier, who may cancel your booking and charge cancellation fees in line with their terms and conditions. It is your responsibility to pay on time as we may not be able to send you reminder notice before cancellation.

Unless we tell you otherwise, any money you pay to us is held on behalf of the travel supplier(s) named in your booking.

 4.      Your contract

When you book with us, we’ll arrange for you to enter contracts with the individual travel suppliers (such as tour operators, airlines, hotels, etc.) listed in your booking confirmation. In most cases, we act as an agent for the supplier. However, for bookings with many low-cost  airlines, we act as your agent. This means you're entering a direct contract with the airline.

The supplier’s own booking conditions will apply to your arrangements, and we strongly recommend that you read them carefully, as they may include important terms about cancellations, changes, and liability. If you don’t have a copy, just ask us and we’ll provide it.

Until a specific service (like a flight or hotel) is confirmed by the supplier, no contract is in place for that part of your booking. When you book multiple travel services (such as a flight and hotel), each one will be provided by a different third-party travel provider. Your contract is always with those individual suppliers, not with us directly.

As your agent, we’re not responsible for the actual performance of those services or for the actions of the suppliers. However, if the combination of services qualifies as a package holiday under the Package Travel and Linked Travel Arrangements Regulations 2018, we may be considered the package organiser, in which case different responsibilities apply (see “Where we are package organiser”).

 5.      Flights

Low-Cost Airlines

 When you ask us to book a flight with a low-cost airline, we act as your booking agent, based on the criteria you give us (such as dates, destinations, or price). In this case, you’re authorising us to find and book the flight on your behalf, and you’ll be entering into a direct contract with the airline.

Your payment terms will be agreed between you and us, but all other aspects of your booking will be governed by the airline’s own terms and conditions. These may include rules on baggage, changes, cancellations, and check-in.

Important: You should carefully read the airline’s terms and conditions on their website before confirming your booking. By asking us to book a low-cost airline flight for you, you are confirming that you accept the terms of this arrangement.

 Please note that we cannot accept liability for the performance of your flight, or for any issues relating to your contract with the airline.

 Charter Flights

If you book a charter flight through us, we act as the agent of the charter flight provider, who must hold a valid ATOL licence. In this case, your contract will be directly with the charter flight provider.

 6.      If You Want to Change or Cancel Your Holiday

 Cancellations and Amendments

If you need to cancel or make changes to your booking, the lead passenger must send the request to us in writing (email, WhatsApp and text message are acceptable). No changes will take effect until we have received and acknowledged your request.

 Please note:

• Any cancellation or amendment is subject to the terms and conditions of the supplier providing the service (e.g. airline, hotel, tour operator). These may include significant charges, up to 100% of the total cost. 
• We have no control over these charges, and we accept no responsibility for their amount or application.
• Where applicable, we will collect these charges on the supplier’s behalf, and you agree to pay them in full.

Please be aware that we act only as a booking agent and are not responsible for the cancellation policies, change fees, or refund decisions of the travel providers.

We are not liable for any losses, additional costs, or inconvenience that result from cancellations or changes, including situations where suppliers decline to issue refunds.

 

Effect on Discounts

If any discount has been applied to your booking (including promotions or price reductions), please note:

• Discounts are provided on the understanding that you will travel as booked.
• If your booking is amended, any discount may be adjusted proportionally or removed, depending on the nature of the change.
• If your booking is cancelled, any discount will be withdrawn entirely, and the price will revert to the original, non-discounted cost set by the supplier for the purposes of calculating cancellation charges.

We recommend reviewing all terms carefully before requesting a change or cancellation, and we are happy to assist you in understanding the potential costs and implications.

 7.      Changes or Cancellations by the Supplier

We will let you know as soon as reasonably possible if we are informed by the supplier of any change to, or cancellation of, your booking.

If the supplier offers you alternative arrangements or a refund, we will communicate the options to you and give you a deadline to respond. If we do not receive your response within that timeframe, the supplier may reasonably assume that you accept the default option, which is typically a refund.

Please note:

We act only as a booking agent, and your contract is with the individual supplier(s) providing the travel services. Unless we are acting as the package organiser (12 "Where we are package organiser"), we are not liable for:

• Changes made by the supplier
• Cancellations initiated by the supplier
• The quality or suitability of any alternative arrangements offered
• Any resulting inconvenience, additional costs, or indirect losses
• Any refunds, credits, or alternative services are entirely subject to the supplier’s terms, and we cannot guarantee what they will offer or how quickly they will process refunds.

 8.      Our Service Charges

In some cases, we may apply service charges for the services we provide. If you have any questions about these charges, please contact us.

 These will be clearly itemised on your booking confirmation and may include:

 

Important:

The Service Charge does not relate to creating a holiday package or acting as a package organiser. It is only applicable where we are acting  as a travel agent for booking tickets on your behalf. It applies regardless of whether you book a single service or multiple components. This charge is non-refundable once the booking is confirmed, even if the travel provider later cancels or changes your arrangements.

 9.      Our responsibility for your booking

Unless we are acting as the package organiser (see Section 12), our role is strictly limited to that of a booking agent. This means:

• Your contract is directly with the supplier(s) of the travel services you have booked (such as airlines, hotels, or tour operators), and their terms and conditions apply.

• We are not responsible for the actual provision of those services, nor for any issues arising from delays, service quality, changes, or cancellations.

Our responsibility is limited to accurately processing your booking in line with the information and instructions you provide to us. We do not guarantee the accuracy of information we pass on in good faith from suppliers.

If, despite the limitations set out above, we are found liable to you for any reason, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, our total liability will be strictly limited to a maximum of three times the total cost of your booking paid to us, or, where only part of the booking is affected, three times the relevant proportion of that amount.

This limitation applies to any claim arising from or in connection with your booking, including (but not limited to) any errors in the booking process, any information provided to you, or any failure to perform our services as your booking agent.

We do not accept liability for any indirect or consequential loss, loss of enjoyment, loss of opportunity, emotional distress, or loss of anticipated savings, unless such loss arises as a direct result of our negligence and such liability cannot be excluded under applicable law.

 Nothing in these booking conditions shall limit or exclude our liability for:

• Death or personal injury caused by our negligence or the negligence of our employees acting within the scope of their employment.
• Fraud or fraudulent misrepresentation; or
• Any other liability which cannot be excluded or limited under applicable law.

 10. Complaints

As your contract is with the travel supplier(s), any complaints or concerns should be raised directly with them, both during your trip and after your return.

• If something goes wrong while you’re away, you must report it immediately to the supplier or their local representative. This gives them the chance to investigate and resolve the issue.
• Failure to do so at the time may reduce your right to compensation or assistance.

If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.  A fee is payable by each party when an application for arbitration is submitted.

Details of this scheme are available from The Travel Industry Arbitration Service, administered by:

Dispute Settlement Services

9 Savill Road

Lindfield

West Sussex

RH16 2NY

E-mail: admin@disputesettlementservices.co.uk

This scheme cannot however decide in cases where the sums claimed exceed £5,000 per person or £10,000 per booking form, or not solely or mainly in respect of physical injury or illness or the consequences of such injury or illness, or solely or mainly in respect of a discrimination claim or any claim under the Equality Act.

10.1 TRAVEL INDUSTRY ARBITRATION SERVICE (TIAS) – ABTOT

The team of specialists who will act as Arbitrators have wide experience of dealing with travel problems and all legal aspects of the travel business. They are themselves seasoned travellers and they understand the difficulties, disappointment and problems when holidays go wrong. Once the Arbitrator has published his/her decision notice, that completes the role of Dispute Settlement Services in the dispute, and they will not enter into post award correspondence. Where the Arbitrator decides in favour of the customer, the tour operator is required to make the appropriate payment to the customer within 14 days of the determination being published.

If no payment is made within this period, then enforcement should be sought initially through ABTOT and thereafter, if necessary, through the County Court Claims procedure. The maximum sum which the Arbitrator may award under this arrangement is limited to £5,000.00 per individual, and while awards will generally be subject to a maximum sum of £10,000.00 for any one booking, where a booking involves multiple claimants, the Arbitrator shall have discretion to award a sum over the £10,000.00 limit. This service is not considered suitable for claims which are solely or mainly in respect of physical injury or illness or the consequences thereof.

TIMESCALE FOR SETTLEMENTS

1. Upon receipt of an application from a customer, Dispute Settlement Service will inform the tour operator of the Arbitration.   Dispute Settlement Service asks that the tour operators submit a response to that claim within 28 days of being so advised (subject to rule number 8). The Administrator may use his/her discretion with regards to enforcing time limits.

2. The Arbitrator will then consider all evidence and publish a decision usually within 4 to 6 weeks, copies of which will be forwarded to both parties.

3. The tour operator must then make payment of any compensation awarded within 14 days of the Arbitrator's decision being published.

 FEES PAYABLE

The following fees are payable for all Arbitrations in respect of each booking:-

Tour Operator: £175.00 

Customer: £140.00

 Cheques should be made payable to “Mediating Works Ltd”.  Bank Transfers can be made to:

Starling Bank: sort code: 60-83-71

Account number: 1189 8265.

Application forms and other related documents can be obtained from DSS or direct from:

Samantha Bradbury

Membership Director

ABTOT, 117 Houndsditch, London, EC3A 7BT 

Telephone: 020 7065 5311

Or alternatively from Dispute Settlement Services with ABTOT’s prior approval.

 11. Your Financial Protection

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, 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.

12. Where we are package organiser

Some bookings may qualify as a package holiday under the Package Travel and Linked Travel Arrangements Regulations 2018. Where this applies, we are considered the package organiser, even though we continue to act as an agent in arranging individual travel components.

As the package organiser, we are legally responsible for the proper performance of all services included in your package, regardless of whether those services are provided by third parties (such as airlines or hotels).

If a service included in your package is not delivered as agreed, and we are unable to resolve it, you may be entitled to compensation, subject to the limits set out by law and these terms.

 Financial Protection for Packages

• For packages including flights, we are protected under ATOL Licence No. 12711, issued by the Civil Aviation Authority.
• An ATOL Protection Contribution may be included in the total price and shown as an "ATOL fee" on your booking confirmation.

Assistance While Travelling

If you're on a package holiday and have trouble, we will provide reasonable assistance, including:

• Information on health services, consular support, and local authorities
• Help finding alternative arrangements
• Help with making necessary calls or emails

You will be responsible for covering any costs incurred if the issue was caused by your own actions.

 

Package Holiday Complaints

If you experience any issues with the delivery of your package services, or if something doesn't match what was agreed, you may contact our Customer Relations department at:

Telephone: +44 (0) 2033939384

Email: info@travelglobeuk.com

 

13. ABTOT

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under its ATOL Franchise and The Package Travel and Linked Travel Arrangements Regulations 2018 for TravelglobeUK Limited ABTOT Number  5615, ATOL number 12711, and in the event of their insolvency, protection is provided for the following:

1. Final Packages  

2. ATOL Flight Only sales

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made by customers outside the UK are only protected by ABTOT when purchased directly with TravelglobeUK Limited.

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.  You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

You can find out more about ABTOT here: https://www.abtot.com/

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. The price of our ATOL-protected flight inclusive Packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.

We, or the suppliers identified on your ATOL Certificate or holiday itinerary, will provide you with the services listed on the ATOL Certificate or itinerary (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 or supplier 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 or supplier 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 or supplier. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder or supplier, in which case you will be entitled to make a claim under ABTOT.

 

If we, or the suppliers identified on your ATOL certificate or holiday itinerary, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder, alternative supplier or otherwise) for reasons of insolvency, ABTOT Limited may make a payment to (or confer a benefit on) you under its scheme. You agree that in return for such a payment or benefit you assign absolutely to ABTOT Limited 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 ABTOT ATOL Franchise scheme.

 For further information visit the ATOL website at www.atol.org.uk or the ABTOT website https://www.abtot.com/

 

14. Special Requests

If you have any special requests (such as dietary needs, cots, or preferred room locations), please let us know when you make your booking. We will do our best to pass these on to the relevant supplier. However, please note that special requests cannot be guaranteed, and we are not liable if they are not fulfilled.

 

15. Insurance

 We strongly advise you to take out comprehensive travel insurance for yourself and all travellers on your booking. Some destinations or travel arrangements may require proof of insurance before departure.

 Your insurance policy should include cover for:

• Medical emergencies and repatriation
• Trip cancellation or curtailment
• Lost, damaged, or stolen luggage
• Personal liability and other travel-related risks

If we arrange your insurance, please check your policy carefully to ensure it meets your needs and that all relevant information has been disclosed, including any pre-existing medical conditions.

Important: If you travel without suitable insurance, you do so at your own risk. We will not be responsible for any losses or expenses that would have been covered by an appropriate insurance policy.

 

16. Accommodation Ratings and Standards

Accommodation ratings are provided by the supplier and are intended as a general guide to the level of services and facilities you can expect. Please note that standards and rating systems can vary significantly between countries and between different suppliers. We do not guarantee the accuracy of these ratings, and no warranty is given or implied.

Additionally, safety standards may not be the same as those in the United Kingdom. We strongly recommend that all customers take reasonable precautions and familiarise themselves with relevant safety information to reduce the risk of injury while abroad

 17. Room Allocation

Your room will be allocated when you check in at your accommodation. Please check the check-in and check-out times directly with the accommodation provider in advance, as these can vary.

 

18. Building Work

Hotels and resorts may sometimes carry out renovation or refurbishment work, which can result in noise or disruption.

If we are informed of any such work that could affect your stay, we will let you know before you book or as soon as reasonably possible if we are notified afterwards.

In our capacity as a travel agency, we make hotel reservations on behalf of customers in good faith using the data supplied by the hotel or third-party booking websites.  We cannot, however, be held accountable for the hotel's inability to respond to enquiries, deliver services, or confirm reservations to our agency or the client.

We shall use reasonable measures to help the customer resolve the issue, such as getting in touch with the hotel, looking for other arrangements, or elevating the matter to the proper parties, in the case that a hotel fails to communicate or honour the reservation. We do not, however, take responsibility for any damages, annoyances, or extra expenses brought on by such circumstances.

Clients are encouraged to get in touch with us right away in the event of an emergency (such as an overbooked hotel, a denied check-in, or dangerous conditions).  We will try to help by communicating with the hotel, offering substitute options, or advising the client on the best course of action.  Unless expressly noted in a separate agreement or insurance policy, we will try our best to help, but we cannot guarantee a speedy settlement or reimbursement.

It is advised that clients keep travel insurance to protect against unforeseen circumstances that are out of our control. 

 

19. Tours

If your booking includes a tour, such as a guided excursion, day trip, or multi-day itinerary provided by a third-party operator, the following terms apply:

•     We act as an agent only in arranging tour services, unless otherwise stated. This means your contract is with the tour operator or supplier directly, and their terms and conditions will apply to your booking.
•    We do not accept liability for the performance, safety, quality, or content of the tour, including changes to itineraries, cancellations, delays, or dissatisfaction, except where we are acting as a package organiser (see Section 12).
•     You are responsible for ensuring that you meet the fitness, health, and participation requirements for any tours booked. Some tours may involve physical activity, altitude, or conditions that require a minimum level of fitness or mobility.
•        It is your responsibility to arrive on time for the scheduled departure point of any tour. No refunds will be provided for missed departures due to late arrival.
•     Where the tour is cancelled by the supplier, we will assist in communicating with the tour provider and arranging a refund or alternative, subject to the tour operator’s policies.
•    We recommend that your travel insurance includes cover for excursions and tours, including cancellation, delays, personal injury, and participation in activities where applicable.

 Please contact us if you require more details about any tour provider’s terms or suitability prior to booking.

 

20. Delivery of Documents

• Your travel documents (such as invoices, tickets, or insurance policies) will be sent to you by email, Whatsapp or post.
• Once they’ve been sent, we are not responsible for loss or non-delivery, unless it was due to our own negligence.
• If tickets or documents need to be reissued, you may be required to pay any fees set by the supplier.

 

21. Passports, Visas and Health

 

21.1   Passport & Visa Guidance

 It is your sole responsibility to ensure you have valid travel documentation and meet all entry requirements for your destination, including but not limited to passports, visas, health declarations, and customs regulations.

 You must check the latest entry, transit, and visa requirements directly with the relevant embassy, high commission, or consulate of the countries you intend to visit or travel through. Entry requirements may vary based on your nationality, length of stay, purpose of visit, or recent travel history.

 Please note the following:

• Most countries require your passport to be valid for at least 6 months beyond your return date.
• Some destinations require a visa or Electronic Travel Authorisation to be obtained in advance or upon arrival.
• You may also need to demonstrate proof of onward travel, sufficient funds, travel insurance, or vaccination certificates.
• Certain countries impose entry bans, quarantine measures, or additional screening protocols, which can change at short notice.
• Customs regulations may restrict or prohibit the import/export of specific items including food, medicine, currency, or technology. It is your responsibility to comply with such rules.

Neither we nor the travel provider can accept responsibility if you are denied entry, fined, or otherwise impacted due to incomplete or incorrect travel documents or failure to meet entry or customs requirements.

You are strongly advised to check:

• UK Passport and Travel Advice
• Foreign Travel Advice
• Official embassy or consulate websites for each destination

Travel conditions and entry rules are subject to change, sometimes at short notice. Ensure you recheck requirements close to your departure date.

 

21.2   ID & Health Advice

For air travel within the British Isles, airlines typically require valid photographic ID. Contact the relevant airline for specific ID requirements.

We may provide general information on health requirements for your destination, but you should consult your GP or travel clinic for personalised advice.

For the latest travel advice, visit the UK Foreign Office: www.fco.gov.uk

 

22. Final Travel Arrangements

• Please make sure all your travel documents, including passports, visas, and insurance, are valid and in order.
• Allow plenty of time to arrive for check-in at the airport.
• You may need to reconfirm your flights with the airline, please ask us for details at least 72 hours before departure.
• Make a note of any confirmation reference or contact name.
• If you fail to reconfirm your flight, you may be denied boarding and may not be entitled to a refund.

 

23. Unavoidable and Extraordinary Circumstances

 

 

• War or threats of war
• Civil unrest or terrorism
• Strikes or industrial disputes
• Natural disasters (like earthquakes or floods)
• Severe weather conditions
• Fire, chemical or biological incidents
• Government or public authority restrictions 

These kinds of events may disrupt travel and services, and while we will assist where possible, compensation is not available in such cases unless required by law.

 

24. Behaviour

 

Most travel providers have terms allowing them to terminate your stay without refund if your behaviour is considered unacceptable or disruptive.

 

25. Privacy notice

 We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website.

 

26. Law and Jurisdiction

 These booking conditions are governed by English law and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.