Contract with Prama Travel Limited
Please read this document carefully as it sets out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking, all persons on whose behalf a booking is made and/or any other person to whom a booking is added or transferred. Prama Travel Limited is a private limited company incorporated in England and Wales with Company Registration No. 11190177, registered office address: Moran House, 1 Holes Bay Road, Sterte Avenue West, Poole, Dorset BH15 2AA United Kingdom.
Prama Travel Limited operate as either:
• the Principal: tailor-made holidays where Prama Travel Limited is the tour operator
(i) When Prama Travel Limited create our own tailor-made holidays, which have elements of flights, hotels, transfers under one price, then you are protected by our ATOL (if the package includes air travel). 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. If you book arrangements other than a package holiday with us, your monies are protected by way of our trust account held by the TTA.
• Agent: holidays are provided by another tour operator
(i) If you purchase a package holiday provided by a tour operator (holiday company) which includes a flight, then your money is protected under the ATOL licence held by that tour operator, they will be the Principle and Prama Travel Limited is acting as an Agent. Where Prama Travel Limited is acting as an Agent, the booking terms and conditions of the Principle will be applicable and full details will be provided at the time of booking. Full details will also be provided of all relevant contact numbers/details for the relevant Tour Operator, however, Prama Travel Limited can act as a point of contact between the customer and the Tour operator should the customer require assistance.
Book with Confidence. As a SFC/TTA (Travel Trust Association) member, these booking conditions have been formulated as part of our responsibilities under the members Code of Conduct and to provide complete financial protection. This does not affect your statutory rights under English Legislation.
Booking Terms and Conditions
All the following terms and conditions shall apply to bookings where Prama Travel Limited is your Principal Package Organiser or Tour Operator
By making a booking, the first named person on the Booking Form (“Lead Passenger Name”) agrees on behalf of all persons detailed on the booking that he/she:
a) has read these Booking Conditions.
b) has the authority to agree to be bound by them on behalf of all the named persons on the booking form.
d) is over 18 years of age and resident in the United Kingdom or holds a valid UK Visa.
e) where placing an order for services with age restrictions declares that all members of the party are of the appropriate age to purchase those services.
f) accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Reservations will be confirmed the same day as your completed Passenger Booking Form is received through one of our communication channels. This can be over the telephone or by post.
Confirmation of the required deposit (based on destination and calculated per person travelling in your party) will then be payable immediately. Reservations will only be held for a maximum of 10 days.
Once the deposit payment has been received we will issue you a complete invoice detailing total cost of your trip, deposit received, remaining balance due for settlement and payment options. Please note that all outstanding balances must be paid in full at least 8 weeks prior to your scheduled departure date. If you are making a ‘last minute’ holiday or departing within 10 weeks the full balance is due at the time of booking
All flights will be booked on your behalf either directly with the airlines or through ATOL-bonded tour operators. We will provide you with all the documentation detailing which airline or tour operator you will be flying with.
Please ensure that you have read the Airline or Tour Operators own terms and conditions concerning check-in, baggage allowance etc. It is important that you familiarise yourself with these prior to departure as we will not be held liable for any losses incurred which result due to the failure to adhere to their conditions of carriage.
Cancellations or amendments to flights will be subject to the terms and conditions set out by the Local Operator. Please note that customer requested amendment or cancellation fees will also be applicable from Prama Travel Limited .
In accordance with EU Regulations 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: Thomas Cook Airlines; Thomson Airways; EasyJet; Jet2.com; El Al Israel Airlines; EgyptAir; BMI; British Airways, Air Malta, KLM, Emirates, Sri Lankan Airlines, Etihad Airways; Qatar Airways; Virgin Atlantic. On certain occasions other airlines not listed here may be used for departures advertised on our website. In addition, extra departures may be operated by airlines not listed. Airline details will be provided at the time of booking.
Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change.
Some airlines require tickets to be issued at the time of booking, in which case the deposit will be at least the full cost of the ticket for each person, which may not be refundable.
As flight times can be subject to change, please note that it is your responsibility to re-confirm onward or return schedules of any flights directly with the airline or their authorised agent and in accordance with the airlines own regulations, copies of which will be available from their offices.
3. Flight Seat Requests And Aircraft
We strongly recommend (particularly if you are flying economy class) that you check in early if you have particular seat requests. Prama Travel Limited has no control over the allocation of seats by the airline and even if a request has been made with the airline to pre-book seats, no guarantee can be made that they will still be available on departure. The provision of particular seats does not constitute a term of your contract with us.
Please note airlines operate both older and more modern aircraft within their fleet, and some airlines do not offer in-flight entertainment. We regret we cannot guarantee the type of aircraft you will travel on as this may be subject to change and general availability.
Although some airlines offer the facility to book seats online, this is not always possible when booking a holiday through us, as the holidays we offer are based on special tour operator fares.
Please be aware that our overseas representatives or local independent partners cannot pre-book or request seats with any of the airlines we use once you are in resort. If required this must be done by you directly with the carrier either by telephone or via the internet, and is subject to the carrier agreeing to do this.
4. Special Requests
Where special requests, e.g. diet, room location, adjoining or interconnecting rooms, twin or double-bedded room, a particular facility at a hotel, flight seat requests and/or particular meals etc are an important factor in the choice of holiday, you must advise us when the booking is made. We are happy to pass your request on to the hotel or airline, but we cannot guarantee that it will be accommodated.
Any note of your request on your invoice confirms that we have received it and does not guarantee that we, or the relevant supplier, can meet with your request.
We must emphasise that verbal confirmations of special requests cannot be taken as a guarantee that they will be met. We will also pass on any dietary requests to airlines, but we recommend that you check directly with the airline once your tickets have been issued.
The provision of any special request does not constitute a term of your contract with us. We will not pay compensation for failing to meet a special request.
5. Suggestions and/or Recommendations
Suggestions and/or recommendations can be made by our reservations staff, however, the final decision as to the suitability of accommodation or resort is ultimately your choice, and we cannot be held liable for such suggestions and/or recommendations.
6. Flight delay and cancellation
Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules see https://www.caa.co.uk/passengers/ for details on what to do next.
If the airline or Local Operator changes your details by more than 12 hours you have the right to cancel the booking, however, please note that this will not necessarily mean you are able to cancel other parts of the booking such as accommodation or cruise bookings, which may have been booked on a non-refundable basis. Adequate Travel Insurance must be taken out to cover such instances.
7. Transportation for your travel arrangements
Where as part of the holiday you have booked your travel by air, land or sea, such travel will be subject to the terms and conditions of carriage of the airline, shipping, rail or coach company providing the transport. In most cases, the conditions will limit the carrier's liability to you in accordance with international law.
Our liability will be limited in accordance with and/or in an identical manner to
i) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
ii) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices.
8. Force Majeure
Prama Travel Limited accepts no responsibility for and shall not be liable in respect of any loss, damage or alterations, delays or changes arising from circumstances outside our control. This includes technical or maintenance problems with transportation, cancellations or changes of schedules by an airline or main charter provider, closure or congestion of airports, war or threat of war, civil unrest, industrial disputes, fire or adverse weather conditions, natural disaster or terrorist activity.
9. Our Liability To You
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.
9a. Circumstances beyond our control – General
We cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control.
9b. Circumstances beyond our control – Brexit Clause
On 29 March 2017, the United Kingdom submitted notification of its intention to withdraw from the European Union pursuant to Article 50 of the Treaty on European Union ("Brexit"). There is great uncertainty about how this will affect the UK's future relationship with the EU. In particular, Brexit may have a substantial adverse impact on our or our suppliers' ability to perform your booking ("Brexit Event"). For instance, it may be that the airline operating the flight element of your booking will not be able to operate the flight because of the loss or restriction of air traffic or transit rights or the right of the airline to enter any airspace.
For customers who have yet to depart, our obligations to you under your booking are conditional upon there not being a Brexit Event. If, in our reasonable opinion, a Brexit Event has occurred, we will inform you as soon as possible in writing, upon which we will both be relieved of any further obligations in relation to the booking. If this happens, we will return to you any payments you have made in respect of your booking, which shall be the full extent of our obligations to you. We will not compensate you for a Brexit Event.
10. Independently booked elements
Excursions, tours or other activities that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion, tour or other activity that you book, your contract will be with the operator of the excursion, tour or activity and not with us. We are not responsible for the provision of the excursion, tour or activity or for anything that happens during the course of its provision by the operator.
11. Travel Insurance
Because of the importance of having adequate insurance cover we make it a condition of booking on all foreign holidays that you are covered by an insurance policy. By signing the booking form, the lead passenger confirms that all members of the travelling party have a comprehensive travel insurance policy which includes cover for irrecoverable losses as a result of delays or cancellation affecting transportation elements of your holiday.
We do not accept liability for any additional cost, which you may incur as a result of delays or cancellation of international or domestic flights, or any other transportation for any reason beyond our control. We regret that it is not possible to recover the cost of unused, pre-booked accommodation or service. Any additional costs involved in such a delay are to be met by the client
Prama Travel Limited will not be held liable for any such losses which would have been covered for the customers had they taken out an adequate Travel Insurance Policy.
12. Conditions of Carriage/Accommodation - Other parties and Suppliers
All the elements of our holidays are provided following careful selection of the best airlines/cruise/transport/accommodation providers and securing the best contracts with them, on your behalf.
These providers have responsibility of your travel or stay with them, whether it be airlines, accommodation, cruises or a combination of these and have their own terms and conditions which limit or exclude liability. In most cases their liability is governed by International Agreements. Copies of these conditions will be available from the offices of the provider(s) concerned.
The day to day management of your booked accommodation and its availability is subject to the conditions of the hotel, company or proprietor providing the accommodation. As such, on rare occasions we can be advised by the provider upon your arrival in resort that the reserved accommodation is not available.
In this instance we will endeavour to ensure the accommodation provided is at least to the same standard and in the same resort area. Any accommodation offered of a lower standard will carry the refund of the difference in the brochure price of the accommodation.
You will also be given the choice of the availability of all Hotels in resort. You may choose a Hotel with availability with a higher standard but will be liable to pay the difference of the higher rate for the brochure price.
13. Room or hotel changes
Please note that after your arrival in resort, if for any reason you decide you want to change your room type or your accommodation, you should contact our representative or our local independent partner, who will try to assist you.
In some instances, an amendment fee will be charged by us for any changes made, in addition to any additional costs that are made by the accommodation provider. All additional costs must be paid by you locally, and you should be aware that any prices that are applied in resort may differ from those that would have been prepaid in the UK prior to departure
Payment is your responsibility should you decide not to inform your Prama Travel Limited representative or our local independent partner about any changes or decline our services and deal directly with the hotel.
14. Amendments to bookings
We will always try our best and assist you with any changes you need to make to your holiday as we understand that circumstances can change. However, as reservations are made by us with the suppliers on your behalf when you book your holiday, whether it be with the hotels, airlines or any of our other suppliers, their conditions and amendment costs will be payable by you. Where time limits prevent amendments being possible, e.g. where it is too soon before the departure date, cancellation charges will apply.
15. Standard Charges to Amend Bookings
Any changes you or your party wish to make to a booking must be communicated to us by the lead passenger on the booking and in writing. In consideration of our suppliers’ terms and conditions, if we are able to make the change, the following administration charges will be applied by Prama Travel Limited:
• With more than 4 weeks before departure £50 per change.
• With less than 4 weeks before departure – cancellation charges will apply; cancellation charges are specified in item 4 below.
NB. Timescales refer to the date of receipt of your instructions in writing.
b) Please note: Certain travel arrangements (e.g. Advance purchase, Special offer, Published fare, Charter ticket or similar) cannot be changed after a reservation has been made, and any alteration request will incur a 100% cancellation charge. Name changes or departure changes are not always permitted by the carrier, hotelier or service provider and you may incur up to 100% charges.
c) No refund or compensation will be made or given for any unused accommodation or any unused services or features of the tour/holiday including pre-booked diving or golf packages, nor will such accommodation, services or features be exchangeable for any other accommodation, services or features if you change, cancel or curtail your holiday.
16. Cancelling Your Booking and Cancellation Charges
Any cancellations you or your party wish to make to the booking must be communicated to us by the lead person on the booking and in writing. As booking elements are made by us on your behalf with our suppliers’ e.g. airline tickets/hotel reservations etc., the suppliers’ will still require part payment depending on the length of time before travel that the cancellations are made.
Refunds will be made up of the amount paid less the following:
Any element of non-refundable deposit *
Any insurance premiums
Suppliers’ amendment/cancellation charges in consideration of their Terms and Conditions
Prama Travel Limited cancellation fees as specified below:
Period before departure Cancellation Charge
less than 90 days Deposit only
59 to 29 days 50%
28 days or less/no show 100%
Please Note: On a group booking where one or more members cancel it may be that additional charges will be payable by the remaining members, e.g., under-occupancy charges. We will communicate this to you at the time of cancellation.
*Non-refundable deposits are payments used to secure any holiday elements that have been confirmed by us on your behalf.
17. If We Amend Your Booking
Occasionally we may have to communicate to you a minor change. Flight times and details of our suppliers’ services as set out in our promotional advertising and materials are subject to change so these details are given to you for guidance only. We will communicate any changes advised to us at the earliest possible opportunity and we reserve the right to do so at any time. Confirmed details will be shown on your updated travel itinerary documents which we will provide to you prior to your departure.
18. Tours, Excursions & Activities
Tours may change as local conditions demand and may even eliminate a stop/site altogether. Itineraries are sometimes amended due to unavoidable schedule changes from local suppliers or airlines. Tours will operate subject to a minimum number of participants.
19. Material Amendments
Although unlikely, in rare instances a more significant change or ‘material’ change becomes necessary, for example, including but not limited to:
• Change of departure or arrival airport
• Outward or return flights re-scheduled by more than 12 hours
• Substitution of accommodation originally booked with one of a lower grade (With refund of the brochure price difference)
If you do not wish to accept a material change, we will give you a full refund (less any amendment charges) - there is no additional compensation.
Please note this is not applicable where the reason for the material amendment is out of our control as in the case of airline re-scheduling. If the holiday is cancelled due to force majeure we reserve the right to refund all monies paid less our reasonable expenses.
If you accept a material change prior to departure, we will also give you compensation for the inconvenience as specified below:
Period before departure Compensation
Date within which a major change is PP
notified to you or your travel agent
More than 56 days NIL
56 to 29 days £10
28 to 15 days £20
14 days or less/no show £30
Please note that if you decide to accept the change, the lead passenger must confirm this in writing by return.
20. If We Cancel Your Holiday
Although unlikely, there may be circumstances when we need to cancel your holiday. Under these circumstances the following procedures apply:
• Cancelation led by us - We will endeavour to offer you an alternative holiday of comparable type. Any additional costs between the original booking and the new booking will be payable by you. - If an alternative holiday is not found or accepted, a refund of all monies paid, less any amendment charges as specified in Section 16 will be provided.
Please note this is not applicable where the reason for cancellation is out of our control. If the holiday is cancelled due to force majeure we reserve the right to refund all monies paid less our reasonable expenses.
• Cancellation of the holiday due to the below reasons will be subject to cancellation charges:
- Non-payment or late payment of any part of the cost of your holiday.
- Alterations requested within 4 weeks of departure.
We reserve the right in any circumstances to cancel your holiday.
22. Pre-Travel Advice Concerning Safety
The Foreign & Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information at https://www.gov.uk/foreign-traveladvice, https://www.gov.uk/travelaware.
Prama Travel Limited operate subject to the travel advice issued by the FCO. Any cancellation by you will be subject to the cancellation charges of our booking conditions, unless the FCO specifically advise against travel to the particular area that you are visiting.
23. Financial Protection
Your holiday and all parts of your travel arrangements are fully protected with our membership with SFA (Supplier Failure Cover) and TTA (Travel Trust Association).
On occasion there can be increases in transportation costs which can take the form of fuel, taxes and fees (such as changes in Air Passenger Duty)
The increases in such costs will be advised to you and will be payable before departure.
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure.
We will absorb, and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Our package holiday prices are based on costs and exchange rates at the time of booking. Prices for tailormade holidays and holiday components may change in line with currency fluctuations and prices for these listed on our website are for guidance purposes only. For the most up to date price, please contact reservations.
25. Website Accuracy
Flight times, carriers and routes are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion or cruise itineraries may change as a result of local conditions, or due to schedule changes from local suppliers/airlines. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised on our website. When we are told of any significant or long term changes we will always endeavour to update our website information as soon as possible and advise you prior to your departure.
In the unfortunate event that you need to make a complaint it is important that you follow the below complaints procedure:
You must inform the supplier and/or your representative in resort as soon as possible following any issue(s) giving rise to the need to complain. This is imperative so that they have the opportunity to resolve your issue(s) and allow you to enjoy the remainder of your holiday. Consideration will not be given if the opportunity to resolve the issue(s) was not provided.
If your complaint cannot be resolved or to your satisfaction, you must ask our appointed representative for a Customer Report form for completion.
You must inform us in writing within 14 days of your return, including your booking reference number and all/any other relevant information
No liability will be accepted for complaints which have not been communicated to us, or our representatives in resort, in strict adherence to this policy.
Our full complaints procedure can be found on our website.
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
We can refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive and affects other holidaymakers, employees or any third party. If we do this, we will not be responsible for any additional costs which you have to pay. If you are prevented from travelling because in the opinion of any person in authority you appear to be disruptive, we will have no further liability to complete your holiday arrangements, and we will not be liable for any refund or compensation.
When you travel with the carrier, you must comply with their Conditions of Carriage. Whilst we will assist you where possible you must note that any matters relating to the airline, such as lost/delayed/damaged baggage are the sole responsibility of the airline. Any problems relating to baggage must be reported prior to leaving the airport building, and you should complete a Passenger Irregularity Report (PIR) form, which you can get from the airline desk. You should keep a copy for yourself, as you will need to produce this if you have to pursue a claim, either with the airline or with your travel insurance company.
28. Health and Travel
It is your responsibility to consult your own doctor to ensure you undertake any health precautions/medication/inoculations relevant to ensure for compliance for visit to your Country of travel.
It is your responsibility to ensure you have sought medical advice on any health conditions which may be affected adversely by air/land or sea travel. Any special medical assistance required, including but not limited to medicines, oxygen tanks, wheelchair assistance e.t.c will be subject to the terms and conditions of the transport provider.
Prama Travel can assist with providing the relevant telephone numbers and information in order for you to make the necessary arrangements directly with the provider. It is at all times and circumstances your responsibility to make and to manage these arrangements with the provider of the transport whether that be by air/land or sea. Prama Travel can in no way be responsible for making any specialist medical arrangements on your behalf and will not be held liable for a failure of any arrangements to be provided.
By travelling with Prama Travel on any trip you are confirming that you have been declared fit and able to do so by your medical professionals. You further confirm you have independently made all necessary medical arrangements/insurance as advised to ensure your well being and support for the duration of the trip/holiday.
Prama Travel Limited accepts no responsibility and shall not be liable in respect of any fines, surcharges or any other financial penalty incurred as result of failure to obtain any travel and health documentation needed to comply with the requirements of any country you may wish to visit.
This contract is made on the terms of these booking conditions, which are governed by English Law. Both parties shall submit to the jurisdiction of the English Courts.