Travel Wasp is a trading name of Qwerty Travel Limited (“Qwerty Travel”, “Travel Wasp”, “we” or “us”). Our trading address is 1st Floor, Unit 4 Archipelago, Lyon Way, Frimley Road, Camberley, Surrey, GU16 7ER.
In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. Our aim is for our booking conditions to be understandable and easy to read, however if you have any further questions then please contact us and we will be happy to help you.
We try to ensure that all the information contained on our website is accurate and up-to-date. However, you should always verify the information by calling us before a booking is made. These are the terms and conditions covering the use of this website and the purchase by you of the services and products we provide.
Travel Wasp act in the following capacities: as an agent to help you to arrange individual holiday products, as an agent for third party package holiday providers, and as a Flight-Plus provider. Our obligations to you may vary depending upon which arrangements you book with us, and we have tried to set them out below as clearly as possible. Section A contains the conditions which will apply to all bookings and Section B applies to agency bookings including Flight-Plus.
SECTION A – APPLICABLE TO ALL BOOKINGS
By making a booking, you agree on behalf of all persons detailed on the booking that you have read these terms and conditions and agree to be bound by them. When making your booking, you will undertake that the details you give to us are accurate and in particular that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of your booking.
You accept financial responsibility for all transactions made under your name or account. In order to make a purchase you must be over 18 years old and failure to supply the correct credit or debit card billing address information and/or cardholder details may result in delays to the issue of your tickets during which time the cost of your booking may increase. Please ensure that the details you give match those on your credit card billing statement. We also reserve the right to cancel tickets after issue if payment is declined or incorrect cardholder details and billing information have been supplied. If you need to contact us about any aspect of your booking or query your terms and conditions, please do so within 24 hours of making the booking. If you need to contact us later please make sure you quote your reference number and be aware that in most cases we can only discuss the booking with the person who made the reservation which will be deemed to be the lead name on the booking.
Low Cost/”No Frills” Flights Only
When booking a “no frills” flight through our website you are entering into a contract directly with the airline concerned and you will be subject to their terms and conditions which you must refer to on the relevant airline’s website. The airline may provide booking confirmation directly to you by e-mail and we will be unable to access or alter your booking under those circumstances. If your booking is made by us on your behalf your booking will not usually be ATOL protected unless it forms part of a Flight-Plus. Where necessary, supplier failure insurance may be added to your booking by us. Please also see section B below for further information in relation to our role as your agent when booking ‘no frills’ flights on your behalf.
When you book your flight through us, we act as agent for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider.
You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify your supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. In some cases you may be able to make a late balance payment subject to the payment of a £15.00 administration charge, but this is not guaranteed.
If you book over the telephone, your contract with the supplier will begin when the sales clerk accepts your payment and confirms your booking. However, if you book on-line your contract with your supplier will begin only when we confirm that your booking has been accepted as all bookings made on-line are subject to availability. When you make your booking on-line we will send you an acknowledgement email confirming our receipt of your order. The booking will not be confirmed until we send you a subsequent email advising you that the booking is confirmed and we will have no liability towards you regarding the booking until that time. When making your booking, you will undertake that the details you give to us are accurate and in particular that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of your booking. Charges of 1% for debit cards and 2.5% for credit cards may apply but you will be advised of any such charges before payment is accepted.
If you have any special requests (for example dietary requirements,cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier but we do not guarantee that they will be met and we will have no liability to you if they are not.
Adequate travel insurance should always be taken out 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. Remember that failure to disclose relevant information relating to existing medical conditions will affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.
Accommodation Facilities, ratings and standards
Please note that we act only as agents for the supplier who may be a company based in the UK or may be the hotel itself. Where it is stated that hotels have facilities such as tennis courts, the hotel may make charges and equipment is not always provided. The periods of operation of air conditioning/central heating are at the discretion of the hotelier. The availability of children’s clubs and activities may depend on the number of children in residence and/or demand. In some properties children’s clubs and activities are run by specific tour operators and available only to their clients. Where satellite TV is provided, at least one English channel will normally be available.
Prices quoted will normally be per person per week or for the duration specified and the board basis will be identified. Unless otherwise stated, breakfast, lunch and dinner are not included. Star ratings quoted will be those applied by the supplier through whom the accommodation is booked; these may differ from official ratings and Travel Wasp cannot be held responsible for any misconceptions relating to star ratings. Clients are advised that they must always independently check details of their hotel or apartment on the relevant accommodation supplier’s website to ensure that the facilities and board package specified in the description are suitable. Clients should be aware that whilst accommodation suppliers always endeavour to ensure that hotels will not be changed, sometimes hoteliers are unable to honour bookings and under those circumstances the accommodation supplier or hotelier will offer alternative accommodation of equivalent standard. If the hotel is of the same rating and in the same resort as that originally booked it will not be considered to be a significant change and it will not therefore be possible to cancel the hotel reservation without penalty. Furthermore, if under those circumstances clients choose to cancel their accommodation, they should be aware that flights and/or transfers cannot automatically be cancelled as they have been purchased separately and that in most instances the cost of their flights and/or transfers will be non-refundable.
From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. Sometimes we do receive from your supplier advance notice of when it will begin, in which case you will be informed prior to making your booking or within a reasonable time of us being notified. If we are not informed and the work has a significant effect on your stay the supplier will be asked to review the option of a partial refund but we can give no guarantees as to their response.
We can ask suppliers about the suitability of arrangements for you and provide replies prior to booking but it is always wise to check independently with hotels to make certain that a property will meet all your requirements. If you have any special requests you should make these known before a booking is confirmed.
Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.
Delivery of Documents
All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to payment of any charges that may then become due.
Passports, Visas and Health
Travel Wasp cannot provide expert information regarding passport, visa or health requirements and it is therefore your responsibility to obtain this from the embassies or consulates of the countries you are visiting. Travel Wasp will not accept any responsibility if you should be denied boarding or be deported due to your failure to present the appropriate documentation when requested to do so.
Most countries now require passports to be valid for at least 6 months after your return date.
Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ensure you are aware of all the appropriate requirements.
We cannot provide information about health formalities required for your trip and therefore you should check with your own doctor for your specific circumstances.
Up to date travel advice can be obtained from the Foreign and Commonwealth Office - visit www.fco.gov.uk
Final Travel Arrangements
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It is necessary to reconfirm your flight with the airline prior to departure and at least 72 hours before your flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm and you miss your flight or are refused permission to board the aircraft you are unlikely to receive any refund.
As we act only as agents, the contract for your arrangements is between you and the supplier and any queries or concerns that arise overseas should be addressed to them. If you have a problem whilst at the airport or whilst you are overseas it must be reported to the supplier or their local agent immediately – you will be given the relevant contact details on your voucher. If you fail to follow the procedure set down by your supplier there will be less opportunity to investigate and rectify your complaint at a later stage. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to complain when you return home, please write to us and the complaint will be forwarded on to the supplier to be investigated and answered. You will always know the name of the supplier as it will be specified on the documents we send you – complaints should be sent to our Customer Service Department who will acknowledge and ensure they are dealt with by the relevant supplier.
When you make a booking through Travel Wasp you will receive an ATOL Certificate. This lists the flight, accommodation, transfers, and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. We provide financial security for Flight Plus bookings under our ATOL and when you buy an ATOL protected travel arrangement or Flight-Plus booking through us you will receive a confirmation invoice confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 10227, or under the ATOL of the supplier concerned, as applicable.
In the unlikely event of 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
. However, you should note that not all holidays or services offered and sold by us will be protected by the ATOL scheme and therefore if you are unsure please ask us to confirm what protection may apply to your booking.
Some of the suppliers that we act for may offer additional protection for your monies. Please check with the relevant supplier to find out whether this protection applies to your booking. For charter flights that are not with low-cost carriers, the bond will be held under the flight providers’ Air Travel Organisers’ licence. The name of the provider will appear on your confirmation invoice. Please note that ATOL protection is not available for flights when your payment is made direct to airlines. Where necessary, we may add supplier failure insurance to your booking in order to protect you.
Any money paid to us in respect of a booking including flights is held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to our obligation to pay it to the supplier of your arrangements for so long as that supplier does not fail financially. If that supplier does fail financially, any money we hold at that time or subsequently accept from you is and continues to be held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to the applicable supplier.
Except where otherwise expressly stated in these booking conditions you will not be entitled to compensation if you are affected by any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our or the supplier concerned’s control.
Law and Jurisdiction
These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)
Conditions of Suppliers
The services which you book through Travel Wasp are provided by independent suppliers and your contract is with those suppliers who will have terms and conditions in each case. Some terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions so they should be checked carefully. Copies of the suppliers’ terms and conditions can usually be found on-line, or can be obtained on request from the supplier concerned or from us.
Data Protection and Privacy
In the UK we operate and are registered in accordance with applicable data protection legislation. By disclosing your personal information to us using this website or over the telephone, you consent to the collection, storage and processing of your personal information by Travel Wasp. If you have booked on the telephone, please note that calls may be recorded for quality and training purposes.
When you buy anything from Travel Wasp or give us any personal data, we may need to collect information about you to process the transaction and to provide you with the services you require both then and in the future. This information may include, but is not limited to, details such as your name, your address, your phone number and your credit card details.
Unless we have your express consent we will only disclose personal data to third parties if this is required for the purpose of completing your transaction with us. This is of course subject to the proviso that we may disclose your data to certain permitted third parties, such as members of our own group, our own professional advisers who are bound by confidentiality codes, and when we are legally obliged to disclose your data.
Travel Wasp retains and uses your personal information to provide you with the best service possible and may also use the information to process any transactions you undertake with us and for internal administration and analysis. However, Travel Wasp will not sell, rent or trade your personal information to third parties for marketing purposes without your express consent.
SECTION B: AGENCY BOOKINGS AND FLIGHT PLUS ARRANGEMENTS
This section applies to bookings we make for you when acting as agent.
When making your booking we will arrange for you to enter into a contract with the supplier (tour operator/airline/cruise Company/hotel or other supplier) named on your receipt.
For most bookings we act as agent for the supplier but we act as your agent when making a booking with some no frills airlines. Details will be given at the time of booking. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. They should always be available on-line but please ask us for copies of these if you need to do so.
You may wish to purchase flights, hotel, car rental, transfer services or other services on our website. Each component will be provided by different third party providers of the products you have selected. Your contract will be with the individual suppliers and not with us. Since you create your own travel arrangements by adding each component separately to create your own bespoke booking, this is not a package and therefore you are not protected under the Package Travel Regulations and unless you book a Flight-Plus, your booking may not benefit from ATOL protection either. Until a component has been confirmed by the individual supplier, no contract has been formed.
When we act as your Agent
When making a booking with most ‘no frills’ or low cost airlines we are acting as your agent to find flight services for you, on terms to suit you. At the time of booking, we will inform you if we are acting in that capacity and in relation to such bookings, you appoint us to source those services on your behalf. Monies paid to us for such services are held by us on your behalf until they are paid to the flight provider in question. Please note that payment by you to us does not constitute payment to the travel service provider whose services we have sourced and if we collect monies from the travel service provider on your behalf, the travel service provider’s liability to pay that money to you is discharged. We accept no liability in relation to any contract you enter into or for any low cost flight services or the acts or omissions of any flight supplier(s). For all ‘no frills’ flight arrangements, your contract will be with the supplier(s) in question. Your booking for ‘no frills’ flights is subject to this clause and the specific booking conditions of the relevant supplier(s) we source for you and you are advised to read them carefully prior to booking. By making a booking where we are acting as your agent, you agree to the terms of this clause.
Cancellation and Amendment
If you subsequently wish to amend or cancel your booking you must contact us in writing and we will contact the supplier to see if the requested change is possible and what charges will be involved. In addition to the charge levied by the supplier, (which may be 100% of the cost of the travel arrangements) an administration fee will be charged by Travel Wasp. Deposits will always be non-refundable.
In the event that you would like to cancel or amend an accommodation booking, it is your responsibility to notify Travel Wasp in writing at least 48 hours prior to your arrival. If the cancellation or amendment is possible, Travel Wasp will apply an administration charge for any changes made and a charge will also be imposed by the supplier. Those charges will be notified to you before action is taken.
Changes or Cancellations by the Supplier
We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume that you wish to have a full refund but please note that if an arrangement is cancelled by one supplier this does not mean that you will be entitled to free cancellation of any other services you have booked. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
Our responsibility for your booking
Your contract is with the supplier and that supplier’s booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking for the service in question (or the appropriate proportion of this if not everyone on the booking is affected).
If for any reason any court or authority determines that we have acted outside of our agency status in any circumstances, we will therefore be a principal in relation to that booking. In such cases we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
When you purchase a flight from Travel Wasp, we will act as agent for and on behalf of the flight ticket suppliers. Your contract for the flight ticket(s) will be with the relevant flight ticket supplier and we will advise you who that flight ticket supplier is at the time of booking. If you book over the telephone, your contract will begin when our sales clerk accepts your payment and confirms your booking. Bookings made on-line are subject to availability and when you make a booking we will send you an acknowledgement email confirming receipt of the order. However, no contract will exist between you and the flight ticket supplier or airline until we send you a subsequent email advising you that the booking is confirmed. When making your booking, you will undertake that the details you give to us are accurate and in particular that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of your booking.
It is always vital to check your airline’s terms and conditions and you should note that in some instances the airline will not be the flight ticket supplier which means that both sets of terms and conditions will apply. Every airline has different terms and conditions and these should be read carefully. Some tickets are sold on the basis that they are non-cancellable and non-refundable and most airlines now have very specific requirements and regulations relating to the provision of passport details, check-in times, check-in procedures, reconfirmation of flights, luggage allowances, charges applied for checked-in bags, etc. Neither we nor any third party supplier will be liable if you fail to check these regulations and subsequently incur consequential costs which could have been avoided. All outward and return flights must be reconfirmed with the relevant airlines at least 72 hours prior to the commencement of that leg of the journey. Neither we nor the airline will be liable if you fail to do this and subsequently incur consequential costs that could have been avoided. In the event of a schedule change it is not always necessary to have your tickets revalidated. However in the event that this is necessary we will inform you in due course and the flight tickets supplier will issue new tickets for you to use on your onward journey.
If you need to change or cancel your travel plans, it is your responsibility to notify Travel Wasp in writing of any such request. Deposits will always be non-refundable. Many tickets are wholly non-refundable and some tickets do not allow changes. Travel Wasp applies an administration fee for any modifications, changes or cancellations to fares. This will be regardless of the price or face value of the fare and will be in addition to any administration fees imposed by the relevant flight ticket supplier. If you lose your tickets, it may be possible for the flight tickets supplier to re-issue them for a fee but this is not always possible.
Booking a Flight-Plus provides you with protection under our ATOL in the event of supplier insolvency, but we are still acting as agent for the individual suppliers. A Flight-Plus booking does not constitute a package holiday and the Package Travel Regulations will not apply. A Flight-Plus exists where you request to book a flight out of the UK, or a flight into the UK where you departed from the UK by another means and on the same day, the day before or the day after, you also request to book either living accommodation or self-drive car hire which takes place outside the UK and is supplied under or in connection with your flight. In all cases the services must cover a period of more than twenty four hours or include overnight living accommodation in order to make them a Flight-Plus. If in connection with the flight, you also book any other tourist services which are not ancillary to flight or living accommodation and which account for a significant proportion of the Flight-Plus, they will also form part of the Flight-Plus.
A Flight-Plus will also exist where on the same day, the day before or the day after you have requested to book: a) a non flight inclusive Package, you request to book a flight out of the UK, or a flight into the UK where you departed from the UK by another means or b) a flight inclusive Package, you request to book accommodation or self-drive car hire outside the UK. Please note that a single flight which begins and ends in the United Kingdom will not form part of a Flight-Plus. Where you request to book a Flight-Plus, we will be a Flight-Plus Arranger in accordance with the definitions set out in Regulation 25 of The Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012. Please note that where you book a low cost flight only and make payment directly to the airline, this will not constitute a Flight-Plus.
Our liability for Flight-Plus bookings
In these conditions, the failure or insolvency of a provider will have the meaning prescribed in Regulation 23 of the ATOL Regulations 2012. If, before your intended departure on a Flight-Plus we become aware that any part of your Flight-Plus will not be provided a) because of the insolvency of any person concerned with the provision of the arrangements making up a Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we will make reasonable endeavours to provide you with suitable alternative arrangements at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of your Flight-Plus.
If, after your intended departure on a Flight-Plus we become aware your flight arrangements will not be provided a) because of the insolvency of any person concerned with the provision of the flight accommodation making up your Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we or the CAA will seek to provide you with suitable alternative transport back to the place of departure or to another return point to which you have agreed.
If, after your intended departure on a Flight-Plus we become aware that your living accommodation or car hire will not be provided because of the insolvency of any person concerned with the provision of the living accommodation or car hire making up your Flight-Plus, we will seek to provide you with suitable alternative living accommodation or car hire at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of all unused flight accommodation, living accommodation, car hire and other tourist services forming part of your Flight-Plus.
If cancellation occurs for reasons other than relating to insolvency, we will not be liable to pay you compensation and the above options will not be available. As agent, whether or not we have sold you a Flight-Plus, we will not be liable in respect of quality complaints, any general losses, distress or disappointment suffered by you in relation to your booking, and any such claims must be directed to the relevant supplier of the element in question. We will not make suitable alternative arrangements or pay you compensation in respect of any tourist services forming part of your Flight-Plus. A refund will be given in respect of these services in the event of insolvency but we will have no further liability.
However, we will give you every assistance possible in ensuring that the relevant supplier deals with any complaints that you make.
The suppliers on your ATOL certificate will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases if the supplier cannot 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).