TERMS AND CONDITIONS

TERMS AND CONDITIONS

 

RealDealHolidays.com is part of Real Deal Holidays Ltd ™ incorporated and registered in the United Kingdom with company No 10309891 whose registered office is at Kemp House, 160 City Road, London, United Kingdom, EC1V 2NX.

These Terms and Conditions apply to all bookings, regardless of whether they are booked through our call centre or website.

It should be noted that there are four (4) different categories of terms and conditions.

The first is -

Part I – Agency Terms, the second is Part II – Terms Applicable to the Sale of Package Holidays, the third is Part III – Terms Applicable to the Sale of Holidays other than Package Holidays, and the forth is Part IV – General Terms of Business.

The four different categories form part of these Terms and Conditions dated 27 February 2018, including the sections below on Definitions and, Exclusions and Limitation of Liability. Where necessary, any of the categories and/or sections can be read together or separately.

DEFINITIONS                                                                                                           

In these Terms and Conditions, when we use the words “we” “us” or “our”, we mean Real Deal Holidays/RealDealHolidays.com Limited.

When we use “you” or “your”, we mean the person who made the booking, purchase or the purchase of service(s) with us (the “Lead Name” or “Lead Booked” on your booking confirmation).

Booking(s): means a contract for a single travel component, flight or a Package Holiday.

Package Holiday: means a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four (24) hours or includes an overnight accommodation:

a)    transport;

b)    accommodation;

c)    other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the Package.

EXCLUSIONS AND LIMITATION OF LIABILITY

In accordance with the Package Travel, Package Holidays and Package Travel Regulations 1992 ("Package Travel Regulations 1992") we do not organise or create package holidays.

Real Deal Holidays/RealDealHolidays.com Limited acts strictly as retail agent only (whether as agent of the ATOL holders or travel Suppliers, or as your agent in respect of the airlines) and accepts no responsibility or liability for any actual travel product or services booked or for the acts or omissions of those actually providing or supplying the travel product or services booked.

In the circumstances where we could be exposed to liability for any bookings we have arranged, we shall provide compensation the level of which will be calculated in accordance with the applicable international conventions which govern such services.

PART I

AGENCY TERMS

1.    When processing your booking we will arrange for you to enter into a contract with the provider of the travel-related service including, among others, airlines, hotels, accommodation providers and excursion organisers ("Supplier").

2.    If your booking is with an airline you are the principal and you are authorising us to act as your agent in arranging that booking. In all other cases, we are acting as the Supplier’s agent in arranging your booking and the Supplier is the principal or the agent to the principal. Where we are acting as your agent in arranging your booking, by acceptance of these Terms and Conditions you are giving us your authority to liaise with the Supplier direct on your behalf.

3.    Before you book, please read these Terms and Conditions, and the booking conditions of the relevant Supplier which are available on our website. In case have difficulties locating them on our website, we will be happy to provide them to you upon your request.

4.    By completing your booking with us, you hereby accept our Terms and Conditions, and the booking conditions of the Supplier of your booking.

5.    Upon receipt of the booking confirmation, your booking is subject to/you are bound by these Terms and Condition, and the booking conditions of the relevant Supplier which set out, amongst others, your rights in the event that something goes wrong with the travel-related service booked (cancellations/price changes etc.).

6.    In case you make one or more bookings with us, please note that, irrespective of the various products you book, for example, a flight booking or a hotel booking, each booking is a separate booking and your bookings, even though they may be linked to the same dates of travel, do not constitute a package as defined in the Package Travel Regulations 1992 nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, Amended 2003 ("ATOL Regulations").

7.    If you select an inbound flight from a flight provider different to that providing the outbound flight or vice versa (“Mixed bookings”) the following shall apply:

            1. Each flight leg is booked as a separate booking with the flight provider and is subject to both these Terms and Conditions and the booking conditions of the relevant Supplier.

            2. Cancellation or amendment of a booking for one flight leg by either you or by the Supplier has no impact on any other remaining bookings for other flight legs or for other products.

8.    Regardless that payment has been made for a booking, your booking is not confirmed until you receive a booking confirmation from us. Should your booking be rejected, you will receive a refund of the amount paid to us.

9.    All bookings are purchased individually at their own individual price. The price charged in total for several bookings will always equate the simple sum of the prices charged for each individual booking.

10. For all flights booked through us, please note that there is a valid ATOL protection which will enable you to continue with your holiday (or otherwise provide an alternative similar/suitable holiday at no extra cost), or receive a refund of the amount paid to us in the unlikely event of insolvency of one or more of your Suppliers.

11. Before however any booking is made, we will inform you whether the booking you wish to make is ATOL/ABTA protected. In cases where protection is not available, all customers are advised to take out adequate travel insurance.

12. Flights booked through us are ATOL protected. All flights are booked through our Providers, who are also the registered ATOL holders:

1.    Major Travel with ATOL No 2933; and

2.    Travel 2 Limited with ATOL No 3228.

13. Many of the flights and flight-inclusive holidays on this website are financially protected by ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your booking are not listed in it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate

14. Your financial protection – when you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

15. In some cases, where the ATOL holder is insolvent, 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 from you to that alternative ATOL holder. However, where it will not be possible to appoint an alternative ATOL holder, you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

16. Once we have confirmed your booking, your contract will be with the Supplier of your chosen booking(s) (who may be the principal or the agent of the principal) and we act only as a retail travel agent on their behalf. Payments and, fees/charges for cancellations, amendments/alterations etc. to/of your booking will be subject to the Terms and Conditions of the relevant Supplier, providing the booking. For more information, please see Part IV of these Terms and Conditions.

17. In respect of bookings other than Package Holidays, we are not a tour operator. This means that we do not arrange or create combinations of travel products, we simply facilitate your connection to those who provide or arrange travel products (whether singly or in combination) such as airlines hoteliers, car hire companies, tour operators etc.

18. Your contract with RealDealHolidays.com will be governed by English law and any related disputes will be dealt with in the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland as appropriate can deal with any disputes.

 

PART II

TERMS APPLICABLE TO THE SALE OF PACKAGE HOLIDAYS

1.    For package holidays sold through us, please note that the same are organised by third-party Suppliers on whose behalf we act as retailer/agent within the meaning of the Package Travel Regulations 1992 and accept no responsibility or liability for any actual package holiday made or services booked or for the acts or omissions of those actually providing the package holiday or services booked.

2.    If however we could be exposed to liability under the Package Travel Regulations 1992, we shall provide compensation the level of which will be calculated in accordance with the applicable international conventions which govern such services.

3.    Before you book, please read these Terms and Conditions, and the booking conditions of the relevant Supplier which are available on our website. In case have difficulties locating them on our website, we will be happy to provide them to you upon your request.

4.    By completing your booking with us, you hereby accept these Terms and Conditions, and the booking conditions of the Supplier of your booking.

5.    Upon receipt of the booking confirmation, your booking is subject to/you are bound by these Terms and Condition, and the booking conditions of the relevant Supplier which set out, amongst others, your rights in the event that something goes wrong with the travel-related service booked (cancellations/price changes etc.).

6.    Regardless that payment has been made for a booking, your booking is not confirmed until you receive a booking confirmation from us. Should your booking be rejected, you will receive a refund of the amount paid to us.

7.    Once booking is confirmed you have entered into a legally binding contract with the Supplier of the booking.

8.    You will be provided with an ATOL Certificate for Package Holidays booked through:

1.    Major Travel with ATOL No 2933; and

2.    Travel 2 Limited with ATOL No 3228.

9.    For your financial protection, please see sections 10-15 of our Agency Terms.

10. Where necessary, this part should be read together with Part IV of these Terms and Conditions.  

 

PART III

TERMS APPLICABLE TO THE SALE HOLIDAYS OTHER THAN PACKAGE HOLIDAYS

1.    For holidays other than Package Holidays sold through us, please note that the same are organised by third-party Suppliers on whose behalf we act as retailer/agent and accept no responsibility or liability for any actual holiday made or services booked or for the acts or omissions of those actually providing the holiday or services booked.

2.    If however we could be exposed to liability, we shall provide compensation the level of which will be calculated in accordance with the applicable international conventions which govern such services.

11. Before you book, please read these Terms and Conditions, and the booking conditions of the relevant Supplier which are available on our website. In case have difficulties locating them on our website, we will be happy to provide them to you upon your request.

3.    By completing your booking with us, you hereby accept these Terms and Conditions, and the booking conditions of the Supplier of your booking.

4.    Upon receipt of the booking confirmation, your booking is subject to/you are bound by these Terms and Condition, and the booking conditions of the relevant Supplier which set out, amongst others, your rights in the event that something goes wrong with the travel-related service booked (cancellations/price changes etc.).

5.    Regardless that payment has been made for a booking, your booking is not confirmed until you receive a booking confirmation from us. Should your booking be rejected, you will receive a refund of the amount paid to us.

6.    Once booking is confirmed you have entered into a legally binding contract with the Supplier of the booking.

7.    For your financial protection, please see sections 10-15 of our Agency Terms.

8.    Where necessary, this part should be read together with Part IV of these Terms and Conditions. 

PART IV

GENERAL TERMS OF BUSINESS

1.    Price change

After a booking has been confirmed, there are limited circumstances in which the price of that purchase can increase. The price of single components may increase if the component Supplier (e.g. hotel, car hire company, etc.) changes its prices. We will let you know of any changes as soon as we can if there is time before your departure.

Most changes are minor. Occasionally the Supplier needs to make a major change, a major change would include a change of hotel due to hotel closure or overbooking, or a pricing error. This list is not exhaustive and there may be other examples of a major change. Change of accommodation to another of the same or higher standard does not constitute being a major change.

In the unlikely event that the Supplier has to make a major change or alteration to your booking, they will offer you:

1.    the option of accepting the change;

2.    purchasing alternative bookings of a similar standard to those originally booked if available (if the alternative is less expensive than the original bookings the difference will be refunded to you, but if more expensive you will be asked to pay the difference); or

3.    if we are unable to offer you a suitable alternative cancelling the booking and receiving a full refund of all monies paid to us in connection with the impacted booking.

            2. Making a booking

On Request Bookings: A Package Holiday, Holiday or Single Component is booked once it has been confirmed, and a confirmation invoice has been issued.

It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed. Please see section 7 of this Part.

Some travel and accommodation arrangements are only available on an “on request” basis, and we can not confirm those until we receive confirmation from the Provider.

Any arrangements that are provisionally booked “on request” are not confirmed or guaranteed and are subject to change (including price) until a final confirmation from the Provider has been received.

This particularly applies when booking from our deals section.

The same also applies to bookings attempted online which are not immediately confirmed by us, or by email.

            3. The Lead Name and their responsibilities

The person who instructs us to make the booking, who submits the online booking or who completes the booking by telephone is the “Lead Name”. He or she must be 18 years of age or over at the time of booking, or 21 years in some cases as required by the Supplier of services. You will be advised if this applies at the time of booking. Please note that any booking for someone under 18 (or 21 if applicable) is expressly subject to our “Age Policy” (see section 8 below).

The Lead Name is the person who is entering into the contract with the Supplier. By making a booking, the Lead Name is agreeing to these Terms and Conditions (which include the information in the Holiday Information page), and the Booking conditions of the relevant Supplier.

The Lead Name is the person responsible for paying the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be due as per the Supplier’s booking conditions, regardless of whether any of the other people travelling (using the same booking) fail to pay their share of the price.

The Lead Name agrees to provide all those who are named as passengers on the booking with accurate and full information regarding the travel arrangements booked (including any changes made to those arrangements by us). The Lead Name confirms that all named as passengers, including any that may be added at a later date, agree to be named on the booking and agree to be bound by these Terms and Conditions, and the Supplier’s Booking conditions for that booking. When we have confirmed a booking, only the Lead Name can cancel or amend the booking. However, in the case of the death or serious illness of the Lead Name, we will accept a written instruction to cancel or amend signed by another person named on the booking subject to the Supplier’s requirements.

            4. Paying for your booking

At the time of booking any arrangement on our site, each arrangement/component will be purchased under a separate arrangement/contract/booking and you agree to pay us either:

1.    a non-refundable deposit using a bank transfer; or

2.    the full balance using a credit or debit card, or PayPal.

If you fail to pay the full balance of your booking after 72 hours, we will notify the Supplier, cancel your booking and, on behalf of the Supplier, keep the deposit as security. You will be liable for any cancellation fees/charges as set out in the Supplier’s Terms and Conditions.

Please note that fees/charges for cancellations, amendments/alterations etc. to/of your booking will be subject to the Terms and Conditions of the relevant Supplier, providing the booking.

            5. Paying for your flights

All Payments are made directly to our ATOL licensed Provider’s bank account via bank transfer and or you will be sent a direct link to pay the ATOL holder directly via credit or debit card.

Please note, unless payment for your flight(s) has been received in full on the same day of booking, your flight(s) may not be confirmed. Given the price fluctuations (due to flight rates volatility), should payment in full be delayed, you may be subject to a price increase the difference of which will be for you to pay.

In addition to the above, you are responsible for ensuring all booking details are correctly entered. We will not accept any responsibility for incorrect or incomplete information. This may also result in you having your booking rejected and or not confirmed.

It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed.

A valid booking is one for which a confirmation has been received from us. Please see section 7 of this Part.

            6. Special request

If you have a special request for something that is not automatically part of your booking (e.g. quiet room, low floor room, vegan meal on the flight, etc.), please make the request at the time of booking.

We will pass your request on to the relevant Supplier to ask if they can provide what you want. Even if we have made a note of your request on your invoice, special requests are not guaranteed.

We only act as intermediary passing your special request to the Supplier who has the ultimate discretion to decide whether to meet it or not. Neither the Supplier nor we will pay compensation for failing to meet a special request unless the same has been confirmed separately in writing to you.

            7. Confirming your booking and contract with us

It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed.

Your booking is only confirmed when we send you our email confirmation of booking. Because we are making live reservations with travel providers we have to have the security that we have appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with the travel provider. If unexpectedly in the short time between your payment and us seeking to confirm your booking with the Supplier the travel product has become unavailable and we cannot obtain an alternative acceptable to you, you will, of course, receive a complete refund of the money you have paid for that product. You must also understand that this refund will only apply to the product which is unavailable and any other bookings will not be affected, that is, you will be committed to any other products which were booked for travel at the same time.

Once the booking has been confirmed, we will issue a confirmation invoice setting out the travel details and the amount due. A contract will exist between you and the Supplier when the confirmation invoice has been issued. Please check the details on your confirmation invoice carefully. If you have any questions, or anything does not appear to be right, you must contact us, immediately.

As mentioned above, attention should be paid to the date of your final payment due as we may cancel your booking/single component, if you fail to make a final payment on time. In this case, we shall keep the deposit as security as provided by section 4 of this Part. If we agree to extend the deadline for you to pay the final payment at the request, and you still fail to pay by the agreed deadline, we will have no other alternative your than to cancel the booking and you will be liable to pay cancellation charges, subject to the Supplier’s terms and conditions.

            8. Age policy

If you are under 16 (or 21 in some cases) at the time of booking and wish to travel without an adult accompanying you, we will only allow you to travel if you meet the following conditions in addition to any other specific conditions/restrictions advised at the time of booking as may be applicable to our Supplier’s terms for your booking or shown on your confirmation invoice from us:

1.    you will only be allowed to travel/stay in the accommodation if you can satisfy our Supplier’s age policy (note, some Suppliers refuse to accept groups of under 18’s and/or passengers aged below 21);

2.    some of our suppliers have a minimum/maximum age range (e.g. 17-35, minimum age 21);

3.    in some accommodations, under 18’s travelling without an adult are not allowed to stay on an all-inclusive board basis in a hotel;

4.    we do not permit anyone under 16 to travel without an adult.

If you want to travel without being accompanied by an adult (aged 18 or over) and meet the above conditions, you must still provide written authority from your parent or legal guardian. Your parent/legal guardian must sign a written booking form and scan this to us with a sworn legal agreement that they are the true legal guardian.

Telephone and online bookings cannot be made if you are under 18.

Our staff may ask your parent/guardian to produce a copy of their passport showing their name and signature. Written permission from a parent/guardian can not be accepted unless their signature can be checked. By signing the booking form, your parent/guardian will become the Lead Name even though they will not be travelling, and will be the person who enters into the contract with our Supplier.

Where we allow you to travel without being accompanied by an adult (aged 18 or over), you must take written authority from your parent/legal guardian with you as this may need to be given to the accommodation supplier. Failure to comply with the above conditions may result in your booking being cancelled at any point before or after your departure. If this happens, you will be liable for any costs incurred in finding/paying for alternative accommodation and/or transport home.

            9. Financial protection

For your financial protection, please see sections 10-15 of our Agency Terms.

            10. Travel Insurance

Many travel Suppliers require you to take out travel insurance as a condition of booking with them as detailed in their booking conditions. In any event, we strongly advise that you take out a policy of insurance 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.

            11. Travel Documents and Health Advice

It is your responsibility to make sure everyone travelling is in possession of valid travel documents (e.g. Passport, Visa) and has followed health advice. For up to date UK Government health & travel advice please visit www.fco.gov.uk, www.hpa.org.uk and www.nathnac.org, or contact your GP. We can not accept any liability for your failure to do this. If we or your carrier are fined because anyone on your booking did not have the correct documents/vaccinations, etc., you will have to reimburse us, failing which we reserve our right to commence a legal action against you should that prove necessary.

            12. Advance Passenger Information

To comply with the UK and International regulations on Border Control and Aviation Security, before travel you must provide a passport and certain other information, for each person travelling to the airline that is going to carry you (“Advance Passenger Information” or “API”). Please check your booking documents for details of how and when to submit this information or contact us as this may vary depending on destination and also your Supplier relevant to your booking. Failure to provide API by the deadlines stated (which may be several weeks before travel), could mean you can not travel or, if the airline allows you to submit the information at the airport, you may be charged for this.

            13. If you want to cancel a booking

Only the Lead Name on the booking can ask us to cancel it or to remove any of the named passengers from it. You must put your instruction to cancel the booking or cancel off any passenger in writing and either give it to your Travel Agent or send it to our correspondence address as stated on our confirmation invoice.

The cancellation fees/charges are set out in the Supplier’s booking conditions and are dependent on the date we receive your cancellation instruction at our offices.

The charges are normally a percentage of the cost of the arrangements being cancelled. If any member of the booking cancels and you can not fill that person's place, you may have to pay extra for your accommodation. For example, you may have to pay single or under-occupancy supplements. If you cancel, you must still pay any insurance premiums and amendment charges, which arose before the cancellation, and charges for any deposits paid for any pre-booked items or services.

Please ensure you understand what charges you will have to pay if you cancel your booking. Please ask us before you book.

Optional Extras: means anything you choose to add to your booking that is not already included in the price (such as flight extras, flight upgrades, car hire, weddings, park tickets, tours, excursions). If you cancel any Optional Extras for which there is a cost, we will retain any deposit paid on behalf of the Supplier. The Supplier will then instruct us what cancellation charges to be applied, as per its booking conditions.

Changes or cancellation requests made for reasons such as “finding the booking cheaper” are not valid once booked unless our Supplier has a price guarantee, of which we will submit your claim to them and reimburse you where applicable. If not, you will incur a cancellation charge.

            14. Changes made before you travel

If you want to change your travel arrangements before you travel, we will try to help but we can not guarantee it will always be possible because changes are subject to availability at the time and as per the Supplier’s terms and conditions. If we can make the change you ask for, you will have to pay for any additional services, facilities, or other items you request at the price, which applies on the day the change, is made.

We will also apply an amendment charge for each person on the booking and for each item you want to change, as per the Supplier’s terms and conditions relevant to that booking.

Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made.

If the number of people in your accommodation changes, you may have to pay extra and may lose any free or reduced infant and child places or any free group places. Any change to your departure date, airport, transport, destination, accommodation, or length of holiday must apply to everyone on your booking.

            15. Changes made by us before you travel

Sometimes we will have to make changes to your booking arrangements.

Significant Changes: If any change will have a significant effect on your booking, we will tell you about it before you travel, if the time allows. The sort of significant changes we will tell you about include some that our suppliers may make:

1.    a change of UK departure airport (although a change between London airports including Gatwick, Heathrow, Stansted and Luton will not usually be considered significant);

2.    a change to your destination;

3.    a change of more than 12 hours to the time you leave the UK or your destination;

4.    if we downgrade your accommodation by one full “Tour Operator” rating; or

5.    if the swimming pool will not be available for an extended period during your Holiday and no alternative pool is available either at the property or nearby.

If you do not want to accept a significant change that we tell you about before you depart, we will, if we are able to do so, offer you an alternative Holiday of equivalent or closely similar standard and price at no extra cost, or a less expensive Holiday, in which case we will refund the difference in price. If you do not wish to take the alternative Holiday we offer you, you can choose another one of our Holidays and pay, or receive a refund of, any price difference. Alternatively, if you prefer, you can cancel your booking and receive a full refund of any money you have paid to us, except for any amendment charges, which arose before cancellation.

Other Changes: any change, which is not deemed to be significant, as outlined above, will be classed as a minor change. We’ll try to tell you about a minor change before you travel but we will not pay any compensation for a minor change.

Aircraft Changes: The flights we offer are operated by a range of scheduled or charter airlines, using a range of aircraft. It may not be possible at the time of booking to specify the airline or type of aircraft. Two airlines may share the same services, so a flight may not be operated by the airline whose designated code is shown on your itinerary and travel documents. We are required to inform you of the identity of the airline operating your flight. Any changes to the operating airline will be notified to you in all cases at check-in or at the boarding gate. We reserve the right to change airlines or aircraft types at any time and any changes of this type are not a significant change.

            16. Changes due to circumstances beyond our control

Except where stated differently elsewhere in these Terms and Conditions, 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, we have to change your Holiday or Single Component after booking, or we, or our Suppliers, cannot supply your Holiday / Single Component, as we, or they, had agreed.

When we refer to circumstances beyond our control we mean any event that we, or the Supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to: war, threat of war, airport closures, epidemic, natural or nuclear disaster, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened), Foreign Office advising against travel to a particular destination and significant building work taking place outside of your accommodation (such as resort development).

            17. “Our Price Match Promise” - the offer applies to all of our products

The eligible product must be exactly the same in every respect, including being provided by the same airline, hotel etc. with the same cancellation terms.

We reserve the right to ask for evidence of product availability and price before we accept your claim.

You must make your claim within 24 hours of making and paying for your booking with RealDealHolidays.com or 72 hours before making your purchase.

Successful claims will have the difference in price refunded to the payment card used or the price matched in a private invoice for you to purchase.

The following prices are excluded from the deal:

Prices that are part of a customer loyalty, members’ or loyalty reward scheme that is not available to the public.

When comparing prices, we consider only the total price of the products that have been booked, which may include mandatory costs such as airport access charges or foreign exchange fees.

            18. Excursions

Excursions include any sightseeing trips, events, tours, or similar, which you choose to go to and which you pay for. Excursions can either be booked and/or paid for online ("Resort Booked Excursions") or Pre-Booked and paid for when you book single components ("Pre-booked Excursions"). All excursions are arranged by third party Suppliers.

With respect to any of the provisions of these Terms and Conditions, we accept no responsibility for Pre-Booked Excursions. Neither Resort Booked Excursions form part of your holiday nor are they governed by the Package Travel, Package Holiday and Package Tours Regulations 1992. We do not have any responsibility or liability whatsoever for anything that may go wrong on an excursion.

We, our representatives, employees or agents are acting as booking agents only for the relevant Suppliers of the Booked Excursion. The contract for any Booked Excursion you book is between you and the Supplier of that excursion. It is your responsibility to note carefully any conditions of contract contained in any excursion advertisement, booklets, ticket or receipt you are given.

For Resort Booked Excursions your excursion contract may be subject to the laws of the country in which you take the excursion and if you have a complaint about it, you may be required to bring any claim before the Courts of that country, rather than in the UK.

            19. Loss or Damage to Luggage/Items

As we act as an agent only we hold no legal liability or responsibility for any damage to luggage or items in travel. In the circumstances where we are exposed to liability, the amount of compensation we will pay for any loss of or damage to luggage shall be limited in accordance with the applicable international conventions, and we will simply file your claim with our Supplier who will act accordingly. For claims for missing or damaged baggage, you must follow the rules on your travel documents which are included within the airline's conditions of carriage.

Please note, you only have a limited amount of time within which to notify us or the airline, and to make a claim. We will not accept liability for high-value items. For high-value items, please ensure you have taken an appropriate policy of insurance.

            20. Customer behaviour

We want all our customers to have an enjoyable, carefree holiday but you must remember that you are responsible for your actions and the effect they may have on others. If our Supplier, or another person in authority, believe:

1.    your actions could upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or could cause damage to property; or

2.    you are unfit to travel;

we may end your booking and terminate your contract.

You and your travelling party will be prevented from using your booked accommodation, transport, and any other travel arrangements forming part of your booking and we will not be liable for any refund, compensation or any other costs you have to pay. Alternatively, at our discretion, you may be allowed to continue with your booking but may have to comply with specific conditions.

If your behaviour or the behaviour of any members of your travelling party causes any aircraft (or other transport) to be diverted we and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion.

We cannot accept liability for the behaviour of other people staying at your accommodation or travelling on your flight, or for any facilities/services being withdrawn as a result of their actions.

We are not responsible and we will have no liability for accidents or injuries, loss or damage which may have been caused as a result of:

1.     your inappropriate or irresponsible behaviour;

2.     any broken glass/china or the like which you’ve broken and/or left in a way from which injury can result; or

3.     your judgment is impaired by alcohol or drugs.

            21. Complaints

We want all our customers to have an enjoyable time and we take customer service very seriously here at RealDealHolidays.com one of our main company vision statements and missions, is the customer and the customer being right. However, if you are not satisfied please complain as soon as possible to the relevant person (for example, the accommodation management or transport supplier). If they can not help, you must tell us via email/telephone or live chat, using any of the contact options we have given to you on your arrival or as shown on your travel documentation or our website.

We will do everything reasonably possible to resolve your complaint whilst you are on holiday. If you are still not satisfied, ask the local Representative for a complaint case reference number. If you do not have the services of a Representative or our Local Agent, or they are not available, you must contact our Emergency Helpline (on the number shown on our website or you can email us) straight away for them to help resolve the problem.

When you get back home and if you are not satisfied, please contact our Customer Relations team within 8 days of returning home via (email or letter) or phone us. We will act as a liaison between you and the Supplier, to try to assist in resolving the complaint. If we can not help and you want to take matters further, you must contact the supplier directly.

It is difficult and sometimes impossible to properly investigate a complaint if we are not told about it during the booking or once it is over. Failure to follow the above procedures during your Holiday, and/or failure to complain within 8 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant Supplier.

Any such rights will be reduced or extinguished if, had you followed the above procedures during your Holiday, you or we could have taken steps to reduce any loss or damage suffered or could have entirely prevented it from being suffered.

            22. Our Liability to you for your holiday.

We have a legal duty to use reasonable skill and care in providing the services and facilities that form any part of your booking arrangements, or in arranging for third party suppliers and suppliers to provide those services and facilities, therefore we also try and ensure our customers are happy.

We understand however that on rare occasions things do go wrong and when they do we are here to help. We will help as much as possible in our capacity as agent of our Supplier should any issues arise. However, our responsibility is to make arrangements for the provision of the components you book by relevant suppliers (such as hotel only, car hire only, etc.), but we do not have any responsibility for the operation of the component itself. We have no liability to you for any dissatisfaction, loss of enjoyment, loss, injury or damage, which results from your use of the Single Component unless we have negligently failed to select a normally competent supplier of the relevant component. In addition, we have no liability to you in any event for any consequential loss, which you may suffer in relation to any arrangements, which you book to coincide with the Single Component you’ve booked with us.

In the event that we have any liability to you, our liability shall be limited in accordance with the applicable international conventions for such services.

 

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