Travel Solutions corporate and Leisure Travel Management Terms and Conditions

(1) GENERAL
Travel Solutions is the trading name of Channel Island Executive Travel Ltd. By using the Travel Solutions Website ('the site'), you confirm that you accept, and have the authority to accept, these Terms & Conditions without modification, on behalf of all members of your party. If you do not agree to all of the Terms and Conditions below then you are not authorized to use this website.

This user agreement is between you and Channel Island Executive Travel Ltd, and is governed by the laws of Guernsey. Please read this carefully before using the site or making a booking.
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(2) YOUR CONTRACT
We act as a disclosed agent for third party suppliers, such as airlines, tour operators, car hire companies, hotel companies and insurance companies. This means that, when you make a booking, the contract for the product is between you and the supplier. As such, the supplier's booking conditions (including airlines’ conditions of carriage) apply to your booking, in addition to those set out here. Please make sure that you have read the supplier’s conditions before completing your transaction with us, as they do contain important information about your booking. (You can easily request a copy of the supplier's conditions from us – see ‘Contacting Travel Solutions’ below). Please read your ticket wallet/ travel documents/electronic ticket email for the airline’s conditions of carriage.

In a small number of cases, for some products, we act as principal; in these cases the contract for the product is between you and us. We will let you know in instances where we act as principal.

All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.
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- Liability
- Where we act as agent this means that we have no contractual liability to you in respect of the product. Travel Solutions makes no representations or warranties (express or implied) about the suitability or quality of travel products and services featured on the site. As agent we accept no responsibility for the acts or omissions of the supplier, or for the products and services provided by them. However, we may still be liable to you if we have been negligent, have misrepresented important information or have been in breach of any other relevant law.
  
  Travel Solutions does not accept liability where failure to provide part or all of your booking, death or personal injury is not caused by any fault of ourselves, our agents or travel suppliers.
  For international travel by air, our liability will be limited in the manner set out in the relevant international conventions.
  Travel Solutions will not be liable for any indirect or consequential loss of any kind arising out of your use of this site or any of the travel products or services booked or purchased on this site.
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(3) MISCELLANEOUS CONDITIONS
- Your Obligations
- You agree to be bound by the following obligations, including without limitation:
  
  You accept financial responsibility for all transactions made under your name or account.
  
  In order to make a purchase you must be at least 18 years old, be purchasing for yourself and have the legal capacity to make the transaction.
  
  You must make sure that all the information you provide to us is true and accurate. (Please ensure that you notify us in writing immediately of any change to your address, email address or telephone number).
  
  Failure to supply correct and complete credit or debit card details, including cardholder name/ billing address, may result in delays to the issue of your tickets, increases in the fare, or at worst cancellation of the booking, so please ensure that the details you give match those on the card/ statement.
  
  You must not use the website for speculative, false or fraudulent bookings.
  
  The transmission of threatening, defamatory, pornographic, political or racist material or any material that is otherwise unlawful is expressly prohibited.
  
  The site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed, or reproduced in any way by you, except if you wish to make copies of the website for your own personal and non-commercial use.
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- Communication from Travel Solutions
- As an internet-based company, please note that our principal means of communication is by email. This means that if we need to contact you in respect of your booking, for instance regarding payment queries, or any time changes, this will be done by email. It is therefore imperative that any email account you provide at the time of booking is regularly checked. Travel Solutions accepts no responsibility for any loss or inconvenience caused due to failure to read or respond to emails we send you.
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- Supplier Conditions
- You are responsible for complying with any airline's terms, for example in relation to check-in times, reconfirmation of flights and other matters. Travel Solutions accepts no responsibility for bookings cancelled due to non-compliance with the airline's rules.
  
  For scheduled flight tickets there are additional terms which apply to each fare. These terms may include, for example, conditions relating to changes, refunds, minimum and maximum duration of stay. Generally, the more flexible the ticket, the more expensive it is likely to be and you need to take various points into consideration before deciding between the fares on offer.
  
  The flights confirmed on your ticket must be used in order of sequence (in the order set out in your itinerary). If this requirement is not met, the airline may cancel any onward flights, and you are unlikely to receive any refund.
  Some airlines require you to reconfirm each flight 72 hours prior to departure, and may cancel your flight if you do not do so. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. In any case, Travel Solutions strongly recommends that you reconfirm all flights in this way in case of last minute schedule changes.
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- Use of the Site
- The site is provided on an ‘as is’ and ‘as available’ basis. Travel Solutions accepts no liability in respect of your ability to access or use the site at any time, or any interruption in that access or use or any failure to complete any transaction.
  Travel Solutions makes no assurances that the site is free from computer viruses or other malicious or impairing computer program which may cause loss or damage.
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- Information on the Site
- Travel Solutions endeavours to ensure that the content on the site, whether provided by us or not, is accurate. However Travel Solutions does not guarantee that information on the site (including without limitation prices, descriptions or dates) is free from errors or omissions, or that it is suitable for your intended use.
  We will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been drawn to our attention.
  Travel Solutions offers all general information on the site for guidance only. We may change at any time any aspect of the site or its content, including the availability of any suppliers, features, information or content. You need to check with the relevant supplier, embassy or tourist office to confirm that the information is up to date.
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- Unreasonable Behaviour
- You must ensure that you do not behave in a way which is inappropriate. If in the reasonable opinion of a person in authority, your behaviour is disruptive, dangerous or annoying to other people or property, we and/or the relevant supplier may cancel your booking. In such circumstances your contract with Travel Solutions will end immediately and neither we, nor the travel supplier, will be responsible for you.
  Further, you will not be eligible for any refunds, compensation or reimbursement of any expenses which you incur because of termination of the contract. You will be liable to reimburse us for any expenses we incur resulting from such termination.
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- Links
- The Travel Solutions website contains links to websites owned and operated by third parties. Such linked websites are not controlled or maintained by us; as such Travel Solutions has no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Our links with other websites should not be construed as our endorsement, approval or recommendation of the owners or operators of those sites. Your dealings with those parties are solely between you and such party and Travel Solutions does not take any responsibility for the linked websites, the contents of such websites or any products or services offered on these sites; or the operations or actions of the owners/ operators thereof. Travel Solutions shall not be liable for any loss or damage caused by use of or reliance upon any content, goods or services available on linked websites.
  You should direct any concerns regarding any external link to the administrator of that site.
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- Data Protection
- We operate in accordance with applicable data protection legislation.
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- Changes to these Terms & Conditions
- Travel Solutions reserves the right to amend these Terms and Conditions from time to time without prior notice. Any changes will be effective immediately they are displayed on the site. By continuing to use the site following such changes, you will be deemed to have accepted the revised Terms and Conditions.
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- Pricing
- All our prices are quoted in British Pounds Sterling.
  
  All fares quoted at the 'confirmed quotation' stage include pre-payable taxes, applicable transaction fees, and, for scheduled flights, airline failure insurance. These are added together to form your final quotation.
  
  If the fare includes a checked baggage allowance, this may vary according to the airline, destination and class of travel. Anything above your free checked baggage allowance is likely to be classified as excess baggage, which is carried on a standby basis and liable to additional charges.
  
  Please note that many “no frills” and charter airlines charge separately for optional items, such as checked-in baggage, meals, or advance seat assignments. Often these items cost less if added at the time of booking. Please ask our reservations staff for further information. Optional items of this nature are not included unless explicitly stated at the time of booking.
  
  Please note that for some destinations a departure and/ or arrival tax is payable locally. It is the passenger’s responsibility to pay such taxes, and Travel Solutions accepts no responsibility for denied boarding resulting from failure/ inability to pay such taxes.
  
  The price you pay for your tickets is likely to include a booking/ transaction fee made by Travel Solutions. This is our fee for making and administering your booking, and is non-refundable. The booking fee is likely to be higher for reservations made by telephone where the booking could be made online.
  
  Service fees are also charged for other forms of administration, including, but not limited to, reservation changes and refund applications.
  
  Fares are subject to change without prior notice. Should the fare for your journey be changed by the airline/s with which you are due to travel, or if we discover that the fare you have paid is incorrect, prior to the start of your journey, we will do our best to notify you as soon as this comes to our attention. In such circumstances, you will be liable for any difference in fare. The airline may refuse travel if the correct fare has not been paid. Alternatively we may cancel the contract, without any liability to you.
  
  For our ‘Special Fares’ for scheduled flights, these are subject to verification by our ticketing staff. Should we be unable to honour the fare quoted, we will endeavour to notify you within two working days.
  
  Where we book a product priced in a different currency, we reserve the right to include an additional amount to cover the costs of currency conversion and exchange rate fluctuations.
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- Denied Boarding, Flight Delays and Cancellations
- Under EC Regulation 261/2004, if you are travelling into/ out of the European Union, or on an EU airline, you may have rights which you can assert against the airline if your flight is cancelled, delayed, or if you are denied boarding.
  Details of these rights are available from airlines and are also displayed at European airports.
  Any payment/ reimbursement in such cases is the responsibility of the airline.
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- Community List
- Under European regulations we are required to bring to your attention the existence of a Community List of air carriers which are subject to an operating ban within the EU. The list can be viewed at www.ec.europa.eu/transport/air-ban/list_en.htm.
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- Customer Protection
- Travel Solutions is a member of ABTA (number C0185), and IATA (number 91231313).
  
  With the exception of ‘webfare’ bookings using low cost airlines, most flights purchased through Travel Solutions are protected to ensure that your money is secure in the event of the insolvency of the tour operator or airline you have booked with, either before your travel commences, or whilst you are away. This is done in one of two ways:
  
  Charter flights are covered by the tour operator’s Air Travel Organiser’s Licence (ATOL). The ATOL scheme protects you in the event of insolvency of the tour operator before you travel or whilst you are on holiday. The ATOL scheme extends primarily to customers who book and pay in the UK.
  
  Airline Failure Insurance is included in the cost of scheduled flights; this protects you in the event of the insolvency of the scheduled airline you have booked with.
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(4) MAKING A BOOKING / BOOKING DETAILS
All travel products and services featured on the site are subject to availability.

Flight times appear using the 24 hour clock system, and are estimates only – these may be subject to change due to, for example, air traffic control restrictions etc.

When a booking is made all details will be displayed on screen (or read back to you if booking by phone). It is imperative that you ensure these details are correct before confirming your booking. Please ensure that the passenger names you provide are the same as in the relevant passport. Once you have confirmed these details we will proceed to confirm the booking with the supplier/s. 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 may incur additional charges.

Please enter all names in the standard Roman alphabet without accents or other punctuation marks, such marks cannot be shown on your tickets. Entering characters with accents etc. may corrupt your booking and cause names to appear incorrectly on your reservation/ tickets.

For scheduled flights, you must read the fare rules applicable to each ticket. You can find the applicable rules on the Travel Solutions website as you progress through the purchase path.
It is essential that at the time of booking you ensure the fare type booked is suitable for your requirements. By confirming your booking, you will be deemed to have read and accepted, and be bound by, the rules applicable to the fare booked.
Please note that some itineraries may require change/s of aircraft en route. Some flights which are classified as 'direct' may still have stops en route. This information will be shown during the booking process.
Note that where transfers are necessary between different airports/ terminals, any charges for these are at your own expense.
Please note that a small number of airlines do not maintain 'real time' seat availability in the computer system. Whilst every effort is made to reflect the true situation, instances may occur where airlines are unable to confirm reservations, even though a booking reference may have been allocated. Travel Solutions will advise you within two working days if this is the case and will do everything possible to offer alternative options.
Further, there are a small number of airlines, which participate in the GDS/CRS, but do not participate in the UK Ticketing Plan. In the unlikely event that you purchase tickets from an airline that does not participate in the UK Ticketing Plan, Travel Solutions will be unable to issue the relevant tickets due to ticketing restrictions outside our control, and will have to reject the reservation. In such cases we will endeavour to notify you within two working days, offer a full refund or assistance in looking for alternatives.
In either instance we will not be liable for any additional costs incurred in having to purchase new tickets at a higher fare. In the event that the airline does not participate in the UK Ticketing Plan and Travel Solutions terminate the reservation, a full refund will be made of any money paid.

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes.
If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in Great Britain. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. By making a booking, you consent to this information being passed on to the relevant parties. Full details of our data protection policy are available on request.

Travel Solutions does not accept bookings for passengers aged under 18 years old, unless accompanied by another passenger aged 18 years or over on all flights in the itinerary.

Travel Solutions is unable to accept bookings where passengers intend to travel with livestock of any kind.
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- Special Requests
- We are happy to forward details of any additional requirements you may have (for example seating or diet preferences, assistance, etc.) to the relevant travel supplier. These are treated as special requests, and as such fulfilment of these requests cannot be guaranteed.
  If you require specific seats, you are advised to check in early. Travel Solutions has no control over seat allocations.
  In relation to airline frequent flyer schemes, we are happy to insert your card number in the booking. Please bear in mind that not all fare types permit the accrual of frequent flyer miles; please check with the relevant airline before confirming your booking. You are advised to keep boarding card stubs in case of subsequent query.
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- Special Assistance/ Medical Requirements
- If you require special assistance (for example due to disability, or if you are of reduced mobility), you should notify us at the time of booking. It is imperative that you make clear the nature and level of assistance required so that we can ascertain whether this is possible and pass the appropriate request to the travel supplier.
  We do not guarantee any requests for special assistance, but will pass these to the travel supplier. It is your responsibility to confirm with the travel supplier whether such special requests can be fulfilled. We will not subsequently be liable to you for any losses you incur if we or our suppliers are unable to fulfil your requirements.
  Travel suppliers may refuse to honour your reservation if your request for assistance does not reach them in sufficient time before travel (typically 48 hours), or if your carriage would breach safety rules. Particularly on smaller aircraft, there may be restrictions on the number of disabled passengers permitted to travel.
  We also draw your attention to the following, which we recommend that you check before making a booking:
  
  - some airlines may make a charge for providing assistance/ special services
  - airlines may require that passengers with certain medical conditions obtain a medical clearance from the airline’s doctor, and/ or are accompanied by a companion
  - if you will be travelling with medication or medical equipment, we recommend that you travel with a doctor’s letter confirming the type of medication and the condition it is for. Please check before travel if any safety or security restrictions apply to any medication/ medical equipment you intend to take.
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- Pregnancy
- If you will be travelling while pregnant, please note that regulations apply to the carriage of passengers who are more than a certain number of weeks pregnant at the time of travel. These regulations vary between airlines, so it is your responsibility to check the airline’s policy before making a booking.
  In some cases travel may not be permitted, or you may be required to travel with a doctor’s letter, or even obtain a medical clearance from the airline.
  You must ensure that your travel insurance covers you if you are pregnant.
  We recommend that you also confirm with your doctor before booking that you are fit to travel.
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- Travelling with Infants
- Airlines require that infants must be of a minimum age (typically six weeks) before they will be permitted to travel. Please ensure that you are aware of the airline’s policy before making a booking.
  Infants must sit on an adult’s lap or occupy an infant seat – please contact the airline you are travelling with for details of appropriate seats.
  To qualify for an infant fare, the infant must generally be under two years old on the date of return travel.
  Children aged two years or above must occupy a seat.
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(5) PAYING FOR YOUR BOOKING
Payment can be made by the various debit or credit cards stated on the site. Travel Solutions may be required to pass your card details to the relevant supplier for fulfilment of the booking.

Scheduled flights & 'webfares': Full payment is required at the time of booking, by debit or credit card. We reserve the right to apply a surcharge for all credit card transactions.

Charter flights: If you are booking within 10 weeks of your departure date, full payment is required at the time of booking, by debit or credit card. We reserve the right to apply a surcharge for all credit card transactions. If you book more than 10 weeks before departure, a deposit is normally acceptable for charter flights – we will advise you at the time of booking the exact amount required. In these cases, it is your responsibility to ensure that final payment reaches us by the balance due date (usually 10 weeks before departure). (For bookings made by telephone, we may automatically charge the balance to the card used to pay the deposit). If you are booking for more than one person, you accept responsibility for making payments due from each member of your party. No responsibility is accepted by us for cash or cheques sent by post. If, in spite of our reasonable efforts to contact you, balance payment is not received by the due date, we reserve the right to cancel your booking, and any deposit paid will be forfeit by you. You will also be liable for any resulting cancellation charges not covered by the deposit.

We reserve the right to cancel bookings before or after ticket issue if payment is declined by the card issuer, or if incorrect card details or billing information have been supplied.

Travel Solutions will not be liable for any increase in fare due to payment failure.

Further, in an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or email to us proof of your address and a copy of the credit/ debit card and recent statement, or a copy of the cardholder's and/or passenger's passport/s, before issuing any tickets. We reserve the right to insist that travel documents be sent to the billing address of the card used to pay for the booking.

Travel Solutions reserve the right to pass on any charges relating to card 'chargebacks'.

As a British company it is not always possible for us to successfully complete the necessary security and identity checks on cards which are registered to billing addresses outside the United Kingdom. If you make a booking using a credit card registered outside the UK, we reserve the right to reject your booking if we are unable to satisfactorily complete the relevant checks.

When booking a scheduled flight or 'webfare' online, an authorization is taken on your debit or credit card for the cost of the booking. The money is not debited from your account at this stage, the system just checks that the relevant amount is available and reserves the funds. When we have completed the necessary card security checks, and are ready to issue your tickets, we then claim payment from the card issuer using the existing authorization code.
If for any reason we are unable to accept your booking, or if your booking fails to complete, any authorization code will be cancelled by us as soon as possible. However it may take several days for your card issuer to reflect that cancellation on your account. Travel Solutions can not accept responsibility for any delays in you being able to access these funds. In addition, we are unable to enter into any dialogue with banks / card issuers in respect of queries regarding cancelled authorizations.
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(6) MANAGING YOUR BOOKING
- Cancellations / Amendments by You
- Any cancellation or amendment you wish to make to your booking will be subject to the relevant supplier's conditions. Some tickets are non-refundable and/ or non-changeable; in other cases it may be possible to amend or cancel your booking subject to a penalty charge.
  
  It must be emphasised that the vast majority of airline tickets are non-transferable, and as such name changes are not normally permitted. It is therefore essential that you enter passengers’ names as per passport at the time of booking.
  For online scheduled flight bookings, the rules regarding cancellations and amendments for the fare purchased are shown during the booking process, please ensure you read these carefully.
  
  Travel Solutions, as agents for the airlines must abide by the airlines’ terms and conditions – we are unable to deviate from the fare rules/ supplier’s conditions.
  
  Where changes or refunds are permitted, Travel Solutions will apply administration fees (in line with our current rates) in addition to any fees charged by the supplier, if you ask us to amend or cancel your booking. This is to cover the costs we incur in administering cancellations and amendments.
  
  Any request to amend or cancel a reservation must be notified to Travel Solutions in writing, and can not be actioned until received by us. Requests received outside our opening hours can not be processed until we reopen the next working day, and if we need to contact the travel supplier to effect the change/cancellation, until we are able to contact them.
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- Cancellation
- If you wish to cancel your booking and attempt to claim a refund, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any refund. If you wish to proceed with the cancellation, you must notify us in writing. (If you do not advise us of your intention to cancel a booking before the scheduled departure time, or do not check-in, this will be recorded by the airline as a 'no show' and is likely to result in the forfeit of all monies paid).
- Where a refund is permitted, this may take some time, typically 12-14 weeks after it has been processed by us to be authorized by the airline. In some cases this may be longer for example after large scale disruption to flights due to a period of bad weather.
  
  If paper tickets have been issued for your booking, these must be returned to us before any refund can be made. Some tickets may need to be submitted by us to the airline for a refund to be authorized. We recommend that you return tickets to us by Recorded Delivery, at the address below (see 'Contacting Travel Solutions').
  
  Once authorized, any refund will be made to the debit or credit card used to make the original booking. It is vital that you advise us when you cancel the booking if that card is no longer valid.
- Any refund made will be nett of any cancellation charge from the airline or tour operator. Many airlines also charge an additional fee to process refunds. Refunds of any kind will also be subject to Travel Solutions usual administration fees. Booking fees, credit card charges, postage costs and any amendment fees you may have paid for any previous changes are also non-refundable.
  
  In the case of non-refundable scheduled flight tickets, it may be possible to claim back any unused taxes. Please note that not all taxes are refundable. Some airlines do make a fee for processing such requests, and in some cases the charge exceeds what you would get back. Please ask for details when you cancel your booking.
  
  Cancellation charges may be covered by your travel insurance policy, so we can, on request, provide a letter confirming the non-refundable amount should you wish to make a claim.
  
  Most airlines will not make a refund on partially used tickets.
  Tickets returned to us more than a year after their issue are classed as expired and must be submitted to the airline for a refund to be considered. A refund is not guaranteed in these cases, but Travel Solutions will apply usual administration fees regardless of the outcome.
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- Amendment
- If you wish to change your booking, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any changes. If a change is permitted, we may ask you to confirm in writing that you wish to change the booking.
  Any changes are subject to availability, limitations and restrictions of the relevant travel supplier.
  If a change increases the cost of your booking, you will need to pay such extra costs.
  Changes of any kind will also be subject to Travel Solutions usual administration fees.
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- Cancellations / Amendments by the Travel Supplier
- Airlines reserve the right to make time changes, or in rare cases, to cancel flights, for operational reasons. Whilst Travel Solutions is not responsible for, and has no control over, such changes, we will do our best to assist when such situations arise.
  In the unlikely event that your flight is cancelled by the airline or tour operator, your rights and remedies will be governed by the supplier’s conditions/ airline’s conditions of carriage. As a result you may be entitled to:
  (a) carriage on another flight with the same airline without additional costs;
  (b) re-routing to your destination with another carrier without additional costs;
  (c) a full refund;
  or
  (d) some other right or remedy.
  In the event of schedule changes made prior to commencement of your journey, it is not always necessary to have your tickets reissued or revalidated, but we will advise you should this be necessary.
  Travel Solutions take no responsibility for any flight rescheduling en route.
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(7) INSURANCE
Many suppliers require you to take out travel insurance as a condition of booking with them. In any case, we strongly recommend that all our customers arrange adequate travel insurance for the duration of the trip, since circumstances may arise where neither Travel Solutions nor the supplier are liable.
It is recommended that insurance is taken immediately upon making the booking, 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. In most cases cancellation fees will apply if you need to cancel your booking before you travel.
Travel Solutions does sell travel insurance, and will be pleased to quote a premium for your journey on request. 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. Please read the policy carefully to ensure that this is suitable and adequate for your needs.
Insurance premiums are payable in full at the time of booking. A 14-day cooling-off period applies, during which you may return the policy for a full refund if the cover is unsuitable for you. The cooling-off period only applies as long as you have not travelled, and not made a claim, against the policy. After the cooling-off period any insurance policy is non-refundable.
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(8) TICKETS
- General
- The type of tickets which will be issued for your booking depends on the airline and route you are booking. The majority of airlines are increasingly issuing electronic tickets, and Travel Solutions will issue electronic tickets whenever the itinerary permits (airlines now insist that e-tickets are issued in these circumstances). For charter flights, paper tickets will be sent by normal post.
  
  Due to IATA's withdrawal of paper tickets only e-tickets may now be issued for scheduled flights. There may be a small number of cases where an e-ticket can not be issued (further details may be found in our FAQ section). In these instances, Travel Solutions will endeavour to notify you within 2 working days, and let you know what alternative options may be possible.
  
  For scheduled flights, if an e-ticket is not possible for your booking, and the airline is able to issue a paper ticket on our behalf, you will be given a choice of delivery options (extra charges may apply):
  Recorded Delivery – tickets sent by this method should reach a UK address within 5 working days
  Special Delivery – tickets sent by this method should reach most UK addresses by 1.00 p.m. the next working day, if the booking is made before 3.30 p.m. (Certain areas of Scotland and the Guernsey Bailiwick may not be guaranteed until up to 3 working days later, by 5.30 p.m.) This service is not available on Saturdays, Sundays or Bank Holidays.
  Airsure – for tickets being sent to the Republic of Ireland, this fast, secure and reliable service provides priority handling, although is not time guaranteed.
  All of the above delivery methods require a signature – if no one is available to sign for the tickets, the postman will leave a card and the tickets will be taken back to the sorting office.
  
  If you require your tickets by a particular date, please let us know at the time of booking and we will do our best to assist.
  You should ensure that you travel with your booking confirmations, e-tickets and any other travel documentation at all times. We will not be liable for any supplier not providing you with the booked product or service if you do not produce such documentation.
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- Lost Tickets
- If you lose your paper tickets, you must notify us as soon as possible. It may be possible to reissue them for a fee (depending on the airline's/ supplier's rules). If so, the cost may depend on the circumstances of the loss and how close to the departure date you discover it. In all cases, the charge, and procedure to be followed, will vary according to the airline's policy. Travel Solutions reserves the right to charge fees to cover the administration costs of this.
  However, not all tickets can be reissued, in which case you may need to purchase a completely new ticket. If a lost ticket can not be reissued, a refund can be requested from the airline: any refund is at the airline's sole discretion and is not guaranteed. Such refunds may take up to a year to be authorised by the airline.
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- Non-Delivery / Non-Receipt of Tickets
- It is your responsibility to advise us if you do not receive your tickets/ e-tickets.
  Travel Solutions can not accept responsibility if you fail to receive your e-tickets due to providing an inaccurate email address or your junk email settings. We recommend that you add *@travelsolutions.uk.com to your email safe list.
  Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.
  Travel Solutions will not accept responsibility if Royal Mail (or other postal agency) fails to deliver your tickets. If any reissue charges apply, you will be asked to pay these and claim the money back from Royal Mail. (The only exception to this is where scheduled flight tickets sent by Special Delivery are not delivered – please contact us for details).
  Travel Solutions cannot accept responsibility for non-delivery of paper tickets where an incorrect/ incomplete address has been provided, or where the recipient has not collected tickets from the sorting office in time. Where this results in tickets not reaching the passenger in time for travel, any reissue charges imposed by the airline will be passed back to the customer, as well as our administration charges (see 'Lost Tickets' above).
  Where undelivered tickets are returned to Travel Solutions by the post office, Travel Solutions reserves the right to charge further postage fees for re-sending your tickets.
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(9) PASSPORT / VISAS / HEALTH REQUIREMENTS
It is your responsibility to ensure that you understand and comply with all the passport, visa and health requirements of all the countries involved in your itinerary (including those that you transit).
It is your responsibility to ensure that you are in possession of a valid passport for your journey. Your passport must also be legible and intact. When making your booking you must ensure that the names you provide match those shown on the passengers’ passports. Most countries require that your passport is valid for a period of at least six months after your return travel date: we recommend that you check with the embassy to confirm exact requirements.
It is strongly recommended that children hold their own individual passports; where a child is still included on a parent's passport you are advised to check that this will be suitable for the destination you are visiting before making a booking.
Many countries still require passengers to obtain a visa, and in some cases transit visas may be required for countries which you pass through en route to your destination (even when you do not leave the aircraft). Travel Solutions can provide general information about the passport and visa requirements for your trip. Alternatively, for the most up to date information, we recommend that you contact the embassies of the countries you are travelling to/ through. We recommend that you do this well in advance of travel, as visas for certain countries can take some time to obtain.
Some countries also have additional immigration requirements, for example South Africa requires passengers to have at least 2 blank pages in their passports. For travel to the USA, a machine-readable passport is required, among other requirements, details of which may be found at www.usembassy.org.uk. Most destinations will require proof of return travel.
Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details.
Regarding health, you are strongly advised to check with your Doctor prior to travel for up to date information regarding vaccinations which may be required or recommended for your destination/s. Please note that some countries may require proof of certain vaccinations as a condition of entry. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

Please note that health and immigration requirements can change at short notice.

Neither Travel Solutions nor the suppliers can accept any responsibility if you are denied boarding or are deported due to failure to comply with the above. You will be responsible for any costs you or Travel Solutions incur as a result of such failure.
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(10) COMPLAINTS
We want you to be completely satisfied with the travel arrangements you make with Travel Solutions, from making your initial enquiry until the completion of your travel arrangements. In the unlikely event that you have a complaint, please contact us by telephone in the first instance and we will do our best to assist.
In some cases, we may be unable to provide a response on the spot. You may be asked to submit full details in writing (either by post or email) so that we can investigate your complaint fully.
If you have a problem whilst you are travelling, we recommend that you report this to the supplier or their local agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint.
Please notify us of any complaints within 30 days of your return.
If the matter cannot be resolved and it involves us or another ABTA member, then it can be referred to the arbitration scheme arranged by ABTA, see www.abta.com.
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(11) SERVICE CHARGES
We apply a service charge for certain services we provide. These charges are non-refundable. These are in addition to any fees charged by the supplier.
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(12) CONTACTING Travel Solutions
If you wish to contact us, you may do so by any of the following methods:

by email

by telephone on 0870 013 0338. The cost of the call may vary dependent on where you are calling from and your telephone provider. Telephone calls may be recorded.

by post to Travel Solutions, 2 The Albany, South Esplanade, St Peter Port, Guernsey GY1 1AG.

by fax to 01481 711743

In order for us to assist with your query as quickly as possible, please make sure that you have all the relevant booking details to hand before you call us. In any written correspondence please state your booking reference. In most cases we can only discuss reservations with the person who made the booking, or one of the passengers on a booking.
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About Us
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Channel Island Executive Travel Ltd t/a TravelSolutions is registered in Guernsey under company number 25919. It is also registered in the UK under company number FCO23780