Our ticketing office can only issue e-tickets for both on-line booking and telephone booking in our opening hours. Please do check our opening hours here.
1. YOUR CONTRACT WITH US
Your contract is with Ours Travel Services Limited, (Registered in the UK No.5011544 and business office at 301 Euston Road, London, NW1 3AD) a fully bonded holder of an Air Travel Organisers Licence (ATOL), Licenced under the Civil Aviation Authority - ATOL Licence No. 4402. When booking a flight or holiday you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. It should be noted that the conditions vary slightly dependant on whether you are booking a 'flight'', "package" or "other holiday arrangements". The following Terms shall have the meanings set out below when used in these booking conditions: OursTravel Services Limited shall be referred to hereinafter as 'the Company' in respect of the Booking Conditions in this website. The term 'flight' shall refer to any pre-arranged flights, 'holiday' shall refer to any pre-arranged combination of at least two of the following three items when booked by Ours Travel Services Limited, a) transport; b) accommodation; c) other services not ancillary to transport or accommodation and forming a significant part of the package booked together and for which full payment is made to us. All remaining products, including transport and accommodation booked at separate times and not at an inclusive price constitute 'other travel arrangements', which we arrange as your booking agent. Please note that different terms and conditions may apply between you and any of the airlines, hotels, and tour operators involved in providing your travel arrangements. If you would like to see a copy of any applicable terms and conditions, please submit your request in writing and we will endeavour to meet it. A contract will exist as soon as payment has been accepted and we issue a confirmation invoice. These booking conditions form part of that contract with us. English Law governs that contract and any matters arising from it and both parties agree to submit to the jurisdiction of the courts of England and Wales. Please note that if you book flights to travel within 72 hours, you must telephone 020 7388 8955 to confirm your reservation as online bookings will not processed within this limited timeframe.
Please check all details on your invoice and itinerary and notify us immediately of any discrepancies. The name shown on all travel documents should match those on your passport(s). If you are getting married or changing your name, the name(s) on your passport must reflect those on your travel documents. Failure to comply with this may result in amendment charges being levied or possible cancellation of your flights.
3. DEPARTURE TAXES AND SECURITY CHARGES
Your tickets will show all known pre-paid taxes and security charges at the time of booking. It is not always possible to include all departure taxes and security charges on your ticket €“ in some cases these are payable locally and these are payable to the Government of the Country departed and are non-refundable. If any Government Body, Airport Authority or Airline increases or introduces a tax this will have to be paid on occasion, even if it is after your tickets have been issued. Any ticket which needs to be re-issued has to pay the positive difference of the Taxes and Security Charges against those on the replaced ticket.
4. FINANCIAL PROTECTION
We hold an Air Travel Organisers' Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 4402. 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.
5. AMENDMENTS BY YOU
If after our confirmation invoice has been issued, you wish to change your holiday arrangements we will do our utmost to make these changes. Please be aware that there is a Terms & Conditions to go with a holiday arrangement or a flight ticket booking, especially a special offer of a flight ticket. Any change to a flight ticket if it is allowed, after the ticket issuing, the Terms & Conditions of that ticket involved will be followed.
6. CANCELLATIONS BY YOU
Should you for any reason have to cancel your holiday booking, you must give us a written notice of cancellation signed by the person who originally made the booking. Refund of Flight Tickets - Some tickets are non-refundable. Certain types of airline tickets cannot be changed after a reservation has been made and any alteration request will incur a 100% cancellation charge. Cancellation of a ticket will be submitted to the respective airline for refund according to the Terms & Conditions of that particular ticket. As soon as we are reimbursed by the issuing airline, we will forward a refund less applicable cancellation administrative charges, to you
Any additional cancellation charges passed on to us by suppliers will be added to this. Once your holiday has commenced, no refund or part refund or unused portion of your holiday will be repaid in event of cancellation by you
7. AMENDMENTS AND CANCELLATION BY US
It is unlikely that we will make any amendments or changes to your travel booking after it has been confirmed. However, travel arrangements are often made many months in advance and we have no control over some of the products, changes and cancellations may occasionally be necessary. Airlines may need to cancel or make schedule changes due to operational requests or certain un-controllable reasons. The airlines are entitled to make schedule changes and you will be informed about the changes as soon as it happens. If your flight has been cancelled, you will be offer an alternative flight or having a full refund.
Occasionally it may be necessary to cancel previously confirmed arrangements, which we reserve the right to do. Where your arrangements have been cancelled other than the default in payment, we will offer you the choice of either purchasing alternative arrangements, of at least the same standard if available (with you paying or receiving a refund in respect of any price difference) or receiving a full and immediate refund of all monies paid to us. Except where you fail to make payment in and on time, we will not cancel less than 6 weeks before to departure unless we are forced to do so as a result of 'force majeure'. In this unusual situation, we cannot make any refunds (except where obtained from relevant suppliers), pay any compensation or be responsible for any costs or expenses you may incur as a result.
8. FORCE MAJEURE
Regrettably we are unable to accept liability and no compensation payable if the performance or prompt performance of our contractual obligations is prevented or affected by circumstances amounting to 'force majeure'. These circumstances include war or the threat of war, civil strife, hostilities, political unrest, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, unforeseen operational decisions of air carriers such as changes of schedule, or other unforeseen or unavoidable circumstances beyond our control.
9. ROUTINGS AND TIMINGS
Unless otherwise stated, the routing on your air ticket cannot be changed, once the balance has been paid. Please note that the timings of air, sea, road and rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or passenger failure to check in on time. Flight timings are subject to change as a result of airline procedures and latest available times will appear on your final itinerary. Please note that direct flights can have a scheduled stop en route. Most airlines reserve the right to alter their schedule, destination airport and type of aircraft. Such changes will not entitle you to compensation nor to cancel or change your arrangement without paying normal charges. Please also note carriers have conditions of carriage which will apply to you and which limit or exclude liability. We do not make any arrangements if there is a delay at the outbound or inbound points of departure. Most airlines however do make provisions in such cases (dependent on the length of time).
10. FLIGHT RECONFIRMATION
You must reconfirm all onward and return flight reservations with the relevant airline at least 72 hours prior to departure. This allows the airline to inform you of any unforeseen delays/changes to your itinerary, and provides the airline with contact details for you.
11. SPECIAL REQUESTS
If you have any special requests (e.g. special assistance, dietary needs, room type etc.) we will do our utmost to ensure these are passed on to the supplier. We will also be happy to request pre-allocated seating where airline policy allows. Acceptance of these requests cannot be guaranteed. They therefore form no part of your contract with us.
12. DISPATCH OF TRAVEL DOCUMENTS
We aim to send out your travel documents to you at least 10 days before departure, unless you make a late booking. If your ticket is an e-ticket, we will endeavour to send these out to you within 24 hours. No tickets will be sent out unless final payment has been received and cleared. Travel documents, unless collected from our offices, will be sent by normal Royal Mail Services. Special Delivery or courier can be arranged providing you cover the additional costs. Travel documents sent by Royal Mail services are done so at your own risk. We cannot accept responsibility for items lost in the post.
13. LOST OR STOLEN TICKETS
Should tickets become lost or stolen, it is necessary to complete a form of indemnity to be passed to the airline. Some carriers are then prepared to issue replacement tickets immediately but may impose a fee for this. Other airlines require full payment to issue replacement tickets and will refund the amount paid for the original documents at a later date. This process can take up to 18 months.
14. OUR LIABILITY
We accept responsibility for ensuring that the travel arrangements which you book with us are supplied as described in this website and that the services offered reach a reasonable standard, or if you suffer personal injury, illness or death as a result of any improper performance by us of the obligations we owe you under your holiday contract, we will pay you reasonable compensation. Taking into account such factors as the cost of your package any action you could have taken to minimise the inconvenience suffered. We will not be liable for any compensation if the personal injury, illness or death does not result from any fault on our part, or on the part of our suppliers but is due to your fault or the actions of someone unconnected with your holiday, or to an unusual and unforeseen circumstance beyond our control, which neither we, nor our suppliers could have anticipated. In respect of carriage by air and the provision of accommodation, our liability will be limited in the manner provided by the relevant international convention.
15. PERSONAL INJURY (UNCONNECTED TO YOUR TRAVEL ARRANGEMENTS)
Although we cannot accept responsibility if any client suffers death, accidental illness or personal injury whilst overseas arising out of an activity which does not form part of the package or any excursions arranged through us, we shall, at our discretion, offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of its occurrence. Where legal action is contemplated authority must be obtained prior to commencement of proceedings and our consent is subject to your undertaking to assign any costs received or any benefits received under any relevant insurance policy to ourselves. Our costs in respect of the above on behalf of you and any member of your party shall not exceed £3,000 per booking.
If you have a problem during your holiday, please immediately contact your hotel, tour operator or other service provider who will endeavour to resolve your problem. If this is not possible or satisfactory, please contact Ours Travel Services Limited by phone, fax or email. We aim to answer as soon as possible but please remember time zone differences. If your complaint is not resolved locally, please follow this up with 28 days of your return home by writing to Customer Services, Ours Travel Services Limited, 301 Euston Road, London, NW1 3AD, giving your booking reference and all other relevant information. This will assist us to look into your concerns and speed up our response to you. If you fail to do this we will have been deprived of the opportunity to investigate and rectify your complaint and this may affect your rights under this contract.
17. TRAVEL INSURANCE
We strongly recommend that you purchase comprehensive travel insurance when making your reservation. In certain cases cancellation charges, if incurred involuntarily, may be covered by insurance taken out at this time. Ours Travel Services Limited will not accept responsibility for any person who fails to be properly insured for their journey. Once the 'cooling off' period built into the Insurance Policy has expired (usually 14 days from date of purchase), we are not able to refund the insurance premium. This is a condition of the insurance company.
Scheduled airlines normally operate a strict policy regarding your free baggage allowance. This baggage allowance is shown on your ticket. Most of the airlines allow 20 Kg for Economy Class: 30Kgs (44lbs) for Business Class and 40Kgs (66lbs) for First Class. Some airlines give baggage allowance in piece of 23 Kg or other specified weight. Airlines do offer extra weight or piece with their Special Offers. Please check your flight tickets carefully for any exceptions.
19. PASSPORTS AND VISAS
All citizens of the United Kingdom & Northern Island require a full 10-year passport (valid for at least 6 months after completion of your journey). It is now a requirement that infants have their own passport with photograph - there is an exemption for children (age under 16 years) included on parent's passports before 5th October 1998. As from the 14th January 2002, new fees and services were introduced for passport, applications, renewals and amendments. Please check at your Post Office or on the contact details as follows: Passport Office on 0870-5210 410, fax back information line on 0901-4700 110, or click here for their website. Please ensure that you also hold an onward or return air ticket from your destination. It is your responsibility to ensure that you satisfy all applicable requirements in respect of passport and visa matters. We cannot be held liable if you fail to ensure this, and if as a result, we suffer any loss or expense because of such a failure on your part, you will be obliged to reimburse us.
Before you travel anywhere in the world, check the health requirements for each destination. Look at the potential risks and plan the precautions you need to take before you go and while you are away. It is your responsibility that you are both fit to travel and taken the appropriate steps to ensure you have the necessary inoculations prior to departure. If you are prone to illness please ensure you carry enough medication in your hand luggage, as some medicines may be unavailable locally. Stomach upsets are fairly common occurrence caused by changes in climate and drinking of ice cold drinks. Remember to find out the inoculations you require well in advance as some injections can take up to two weeks possibly longer, to give full immunisation. You can get more advice from the Embassy or High Commission of the countries concerned, your General Practitioner or local Immunisation Clinic. Additionally, lengthy of immobility can increase the risk of DVT (Deep Vein Thrombosis) but there are simple steps to reduce susceptibility. Take plenty of non-alcoholic drinks, get up and move about whenever possible, do simple foot and leg exercises. For more advice from the Department of Health click here.
21. FOREIGN OFFICE ADVICE
There are often risks involved in any travel and therefore you should take steps to familiarise yourself with the relevant up to date information about your destination, before booking and travelling on holiday. There is nothing more important than your safety. Further information is available from the FCO Travel advice unit on 020-7008 0232/3 or click on the logo to find out more.
22. METHODS OF PAYMENT
Debit and Credit Cards:
a) Switch, Solo or Visa Delta cards are welcomed with no surcharge.
b) We also accept Visa and MasterCard with a 3 % surcharge; American Express and Diners Club incur a 4 % surcharge.
The booking system only accept the traveller’s own credit or debit card. If the card is in a name other than the traveller please call us to make the booking and we will require written or faxed authorization from the cardholder, including a photocopy of both sides of the card itself, before any tickets can be released.
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Information Collection and Use
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