Terms & Conditions

Glen Travel and Traveldad are trading names of Glen Travel Ltd ATOL 3268

1 Our Agreement with You

The following terms and conditions form the basis of your contract with Glen Travel Ltd. and all package holidays booked

Your contract will be with Glen Travel Ltd, which is a member of ABTA, The Travel Association ABTA 31780. The air holidays and flights in this website are ATOL Protected, since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 3268. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk. All travel arrangements in this web site are sold subject to the following booking conditions

2 Booking

A booking will exist as soon as we issue our confirmation invoice. This booking is made on the terms of these booking conditions. When you make a booking, you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions.

3 Deposits & Payment

When making a booking, we will require 10% of your total holiday cost or a deposit of £150 per person, whichever is greater . However, payment terms are variable with different airlines and accommodations/tours and can range from full payment at time of booking to 70 days prior to departure. You will be advised at the time of booking of the amount of deposit required and the payment terms for any subsequent balance due. We will then send you a confirmation invoice, after which a contract exists, subject to Scottish law unless otherwise agreed. We will require payment of the remaining balance as shown on your confirmation invoice, not less than 70 days before your departure from the UK. If you book within 70 days of departure from the UK we will require full payment at the time of booking. All monies you pay to the travel agent are held by them on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by them, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. Deposits are non-refundable and should you fail to pay the money when it is due, we reserve the right to cancel your booking and retain the deposit that has been paid. Travel documents will not be released until we have received full payment. The terms and conditions of most airlines allow for the payment terms to be varied after the booking has been made. In this event we will also require earlier payment, but the due dates for any ground arrangements will not change.

4 Cancellation by You

If you need to cancel a confirmed booking you must contact us in writing, either directly or through your travel agent, and the person who made the booking must sign the letter. To cover the cost of administration and cancellation charges imposed by suppliers we have to make a cancellation charge. Should you cancel your confirmed booking or part of your booking, then the following cancellation charges will apply, unless previously advised.

Important Note The above cancellation charges apply to all bookings with the exception of bookings whereby the suppliers cancellation charges exceed the terms set above. Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charges shown above.

Cruise bookings – If greater (more stringent) than those shown above, amendment and cancellation charges for bookings incorporating Cruises will be applied in line with the cruise lines’ own booking conditions and will vary by cruise line. Please do not hesitate to contact us if you wish us to supply you with the relevant booking conditions applicable to the Cruise Company that relates to your booking.

Please note: In the event that a request is made to ticket airline bookings in advance to allow for pre-booking seats, cancellation charges will supersede those shown above and may incur 100% charges from date of ticketing.

Please enquire at the time of booking.

Please Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges

5 Alteration by You

If you wish to make a change to a confirmed booking, please contact your travel agent who in turn will contact Glen Travel Ltd on your behalf. Any changes made up to 70 days before departure will incur a minimum charge of £25 per change plus any further costs incurred in making this alteration will be charged and generally payable at time of change. In some cases, airlines require tickets to be issued on a booking and where tickets have been issued changes may be treated as a cancellation and will be subject to the charges shown in section 4. After that date any changes may be treated as a cancellation and may be subject to the charges shown in section 4.

Please Note: A change to the travel departure date once confirmed, is regarded as a cancellation and rebooking, not an alteration to the booking. Some suppliers, particularly airlines, whose special fares in some cases are non-refundable, may consider a name or other change to an existing booking, as a cancellation and rebooking, with up to 100% cancellation charges. Attraction tickets once sold cannot be refunded or redeemed. If the services booked are dependent on a minimum number of people using the service, we will have to recalculate the total cost based on the new number of passengers travelling. The cost may therefore increase but as this is not a cancellation charge, it may not be covered by your insurance. No refunds will be given for unused services unless an amendment or cancellation has been made in which case the charges shown above will apply.

Name changes: If you are prevented from taking a flight or package holiday, we will, where permitted by the scheduled airline concerned, be happy to arrange a change of name provided you give us at least 21 days’ notice prior to departure and pay the cost of the changes. We will charge £25 per name change in addition to any charges levied by the service providers such as the airlines, where a name change is permitted by the airline.

Once at your destination the extension of stay at any hotel, or alteration to pre-booked tour arrangements, will be subject to prices charged locally by that hotel/tour company. The cost of these additional arrangements is payable locally, direct to the hotel/tour company.

6 Cancellation by Us

We reserve the right, in any circumstances, to cancel your booking. We will not cancel less than 10 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance or because the minimum number required for the package to go ahead hasn’t been reached (The minimum number required will be provided to you with the holiday description, along with the time limit for us to tell you if the package has to be cancelled.) Unavoidable and extraordinary circumstances mean a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

If your holiday is cancelled, you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).

In the event a refund is paid to you, we will:

1. provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
2. pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).

Period before departure in

which we notify you                         Amount you will receive from us

More than 70 days                 nil

38 – 69 days                            £10

8 – 37 days                              £20

0 – 7 days                                £25

7 Alteration by Us

Although it is unlikely, we may unfortunately have to make changes to your travel arrangements, and we must reserve the right to do so. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, change from direct to indirect flights, change of aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.

If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below.

• We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.

• If you choose to accept a refund:

1. we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
2. we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Period before departure in

which we notify you                         Amount you will receive from us

More than 70 days                 nil

38 – 69 days                            £10

8 – 37 days                              £20

0 – 7 days                                £25

8 Changes to the price

We reserve the right to change your holiday price after you’ve booked, only in certain circumstances:

Changes in the price resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 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 insurance premiums and any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% 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 (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time period shown on your final invoice 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy.

Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. 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.

9 Our Liability to You

We will not be responsible or pay you any compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description which results from any misadventure out of any activity which does not form part of our package holidays, nor part of an excursion sold through us.

We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to

1. a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and
2. b) 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 and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions.

You can ask for copies of the travel service contractual terms, or the international conventions, from Glen Travel. Under passenger rights law 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 will be publicised at relevant airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible, of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

NB this entire clause 9 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

Covid-19: Limitation of liability

We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.

Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

• If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.

If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:

• • Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by other suppliers);

• If not everyone on the booking is affected, you will have the right to transfer your place on the holiday to another person nominated by you, subject always to the requirements of clause xx [insert here the number of the clause in your booking conditions that refers to the client’s right to transfer the holiday];
• Cancelling your holiday, in which case we will impose our standard cancellation charges as at the date of cancellation by you. You may be able to claim these costs back from your travel insurance.

If this happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you.

• You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday.

You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.

10 Protecting your money

We provide full financial protection for our package holidays.

1. For flight-based holidays this is through our Air Travel Organiser’s Licence number 3268 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. 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 will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t 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 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.

2. When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA – The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.

11 ABTA

We are a Member of ABTA, membership number 31780. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

12 Complaints Procedure

In the unlikely event that you have a problem during the course of your holiday, you must inform the supplier of the service, or telephone our offices, immediately.  Failure to do so may reduce or extinguish any possible claim. We will endeavour to put things right as soon as possible. If the issue is unable to be resolved in resort, any further complaint should be received in writing within 28 days of your return date.  We will acknowledge all complaints on their receipt and deal with them promptly and efficiently. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint in resort we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see clause 11 above on ABTA.

13 Exchange rates

Prices shown have been calculated using current exchange rates, however as rates do change quickly this may affect published website prices

14 Unavoidable & Extraordinary Circumstances

 We will not be liable or pay you compensation if we must cancel or amend your travel arrangements in any way because of unavoidable or extraordinary circumstances.  Unavoidable and extraordinary circumstances means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Unavoidable & Extraordinary Circumstances can include warfare, riots, natural disasters such as floods, earthquakes, volcanic eruption or weather conditions (hurricane, typhoon, lightning) which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport, , explosion, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, government action, drone activity, significant risks to human health such as the outbreak of serious disease at the travel destination, epidemics, pandemics (including but not limited to the ongoing effects of COVID-19 and any new strain of the coronavirus), unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control.

Advice from the government to avoid or leave a particular country also constitutes unavoidable circumstances.  In such situations we will adhere to the advice given by the Foreign, Commonwealth and Development Office.

15 Additional assistance

If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.

16 Passports/Visas/Health/Travel Advice

All passengers must be in possession of a valid passport, any necessary visas, including transit visas, plus any international health certificates required by the countries being visited. Specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates.

Details of health requirements can be obtained at https://www.fitfortravel.nhs.uk/home

For European itineraries you may obtain a completed and issued form EHIC or UK Global Health Insurance Card (GHIC) prior to departure. EHIC provisions have changed and information on the EHIC and GHIC is available at https://www.gov.uk/guidance/uk-residents-visiting-the-eueea-and-switzerland-healthcare, https://www.gov.uk/global-health-insurance, https://www.nhs.uk/using-the-nhs/healthcare-abroad/apply-for-a-free-uk-global-health-insurance-card-ghic/, http://www.dh.gov.uk or from your local Department of Health office. You should check these sites for updates before departure.

You may apply for an GHIC online at https://www.ghic.org.uk/Internet/startApplication.do and find further information relating to application for the same at https://www.nhs.uk/using-the-nhs/healthcare-abroad/apply-for-a-free-uk-global-health-insurance-card-ghic/ or by phone on 0191 218 1999 or by post to Overseas Healthcare Services, NHS Business Services Authority, Bridge House, 152 Pilgrim Street, Newcastle upon Tyne, NE1 6SN. You can apply for a UK EHIC at https://services.nhsbsa.nhs.uk/cra/start. All applications for EHICs and GHICs are subject to whether or not you are eligible for the same and you can get further information by visiting the above sites or calling the NHS Business Services Authority.

We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.  In the event that clients are refused permission to enter any country due to incorrect documentation, or health precautions, no liability can be accepted by Glen Travel and no refunds can be made.

17 Excursions

Excursions or other tours 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 or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

18 Lost tickets or vouchers

If your travel documents have not been received by you, or you have mislaid your travel documents, you must inform us at least 7 days prior to departure. Failure to do so may result in additional charges payable by you as special arrangements will have to be made. Tickets once sold towards an Attraction or sporting event cannot be replaced if lost.

19 Insurance

It is your responsibility to arrange appropriate and adequate travel insurance.  We strongly suggest that you take out suitable insurance cover at the time of confirming your reservation. Your insurance policy must include cover for your total holiday price in the event of cancellation or curtailment as well as the cost of repatriation in the event of accident or illness.

20 Law and jurisdiction

This booking is governed by Scottish Law, and the jurisdiction of the Scottish Courts. You may however choose the law and jurisdiction of England or Northern Ireland if you live there and wish to do so.

 THE ABOVE TERMS AND CONDITIONS DO NOT APPLY TO FLIGHT ONLY BOOKINGS.  UNLESS STATED AT TIME OF BOOKING, FLIGHT ONLY BOOKINGS ARE NON-REFUNDABLE AND NON-CHANGEABLE