UK
Please read through the following booking conditions carefully before making a booking with us. When you book a holiday with us it is deemed that you have read and accepted our booking terms and conditions alongside the general information outlined below.
YOUR PACKAGE HOLIDAY BOOKING IS WITH CT TRAVEL GROUP LTD, trading as PETTITTS TRAVEL
1. Our details
Pettitts Travel
Address: 8 & 9 Orchard Business Park
North Farm Road
Tunbridge Wells
Kent
TN2 3XF
Telephone: 01892 515966
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
2. Your holiday booking
A booking will exist as soon as we have received your deposit and issued our confirmation. 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. Travel insurance
We strongly recommend that you and all members of your party are adequately insured to provide financial protection against unforeseen circumstances. Such insurance should ensure that you are fully covered against unexpected cancellation charges, medical expenses arising abroad, loss of luggage or money, personal liability claims, cover for personal belongings, delay at your outward or homeward point of departure, overseas legal expenses and emergency repatriation in the event of accident or illness.
It is vital that your travel insurance policy should include cover for Covid-19. This provides protection should you need to cancel your holiday prior to travel, claim for medical treatments abroad or for the curtailment of your holiday due to coronavirus.
It is also advisable that you take out travel insurance at the time you book your holiday since cover will commence for pre-departure cancellation from the policy issue date. This will ensure that cover is provided should you have to cancel your trip for an insured reason such as illness or serious accident.
If you are undertaking any adventurous activities on your trip you should also make sure your policy covers these. Please ensure you read the policy conditions and exclusions.
We kindly ask that you provide us details of your policy (insurer, policy number and contact telephone number). Having this information enables us to support you should an emergency arise.
4. Paying for your holiday
When you make your booking, you must pay a deposit, the amount of your deposit will be specified in your quotation. In addition to the deposit, full or part payment of certain elements of your holiday (such as the flights) may be required at the time of booking or sometime between booking and the balance due date. The balance of the price of your travel arrangements must be paid at least 12 weeks before your departure date. If the deposit and/or balance is not paid in time we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
5. If you cancel your holiday
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows (see also the exception below):
Period before departure Cancellation charge
in which you notify us
More than 84 days Deposit only
84 days to 56 days 40% of holiday cost
55 days to 42 days 60% of holiday cost
41 days to 15 days 80% of holiday cost
Within 14 days 100% of holiday cost
In addition to the charges outlined in this clause, some aspects of your travel arrangements may be completely non-refundable and therefore will result in cancellation charges being higher than outlined above.
Note: If the reason for your cancellation is covered under the terms of your insurance policy you may be able to reclaim these charges.
You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.
6. If you change your booking
If, after our confirmation has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes and adjust the price accordingly. However this may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge of £50.00 and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made so you should contact us as soon as possible.
Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
You may be able to transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer. Please note some elements of your booking may not be transferable, for example flights and rail tickets which are usually non-transferable.
7. If we cancel your booking
We reserve the right to cancel your booking. We will not cancel less than 12 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 has not been reached. 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. 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.
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 per person
More than 84 days Nil
84 days to 56 days £10.00
55 days to 42 days £20.00
41 days to 15 days £30.00
Within 14 days £40.00
This does not exclude you from claiming more if you are entitled to do so.
8. If we change your booking
a) Changes to the price
Price Guarantee – The price of your holiday will be guaranteed and not subject to any surcharges once you have paid your deposit and have been issued your confirmation.
** Please note that surcharges relate to currency fluctuations or increased fuel costs **
b) Changes other than the price
It is a term of your booking that we are able to make changes to any aspect of your booking. 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, changes to 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.
1. 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.
2. If you choose to accept a refund:
• 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.
• 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.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure
in which we notify you Amount you will receive from us per person
More than 84 days Nil
84 days to 56 days £10.00
55 days to 42 days £20.00
41 days to 15 days £30.00
Within 14 days £40.00
9. Our liability to you
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. 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:
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
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 our office – Address: 8 & 9 Orchard Business Park, North Farm Road, Tunbridge Wells, Kent, TN2 3XF. Telephone: 01892 515966 Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU 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.
Note: This entire clause 8 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
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 [5158] issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email This email address is being protected from spambots. You need JavaScript enabled to view it.. 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 are not 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 does not include a flight, protection is provided by way of a bond held by ABTA – The Travel Association, 30 Park Street, London, SE1 9EQ. For further information please see www.abta.com.
11. ABTA
We are a member of ABTA, membership number V9998. 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 cannot 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.
You can also access the European Commission Online Dispute (ODR) Resolution platform at ec.europa.eu/consumers/odr. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
12. Complaints
If you have a complaint about any of the services included in your holiday, you must inform our Pettitts contact and the relevant supplier / hotelier without undue delay who will endeavour to put things right.
If it is not resolved locally, please follow this up as soon as possible after your return home, ideally within 28 days by writing to our Customer Services Department at Pettitts Travel, 8 & 9 Orchard Business Park, North Farm Road, Tunbridge Wells, Kent, TN2 3XF. Email: This email address is being protected from spambots. You need JavaScript enabled to view it., giving your booking reference and all other relevant information. 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 10 above on ABTA.
13. Additional assistance
If you are 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.
14. Passport, visa and immigration requirements
Generally passports must be valid for at least six months following the return date of your trip. Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
15. 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 directly through an operator or supplier and that are not detailed in your final holiday documents, 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.
16. Travel agents
All monies you pay to the travel agent are held by him 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 him, 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.
17. Law and jurisdiction
This booking is governed by English Law, and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.
18. 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:
a) 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 5;
- 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.
b) 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.
Pettitts Travel General Information
1. Health
It is essential that you visit your GP or travel clinic well in advance of travelling as vaccinations may be required or recommended for you to travel. Some vaccinations may be incompatible with certain medicines or medical conditions therefore it is important that your medical history is taken into account. We recommend that you check the most up to date Foreign & Commonwealth Office (FCO) travel advice for any countries you wish to travel to before making a booking. Proof of vaccinations is required for entry into some countries.
Zika virus
Outbreaks of Zika virus (ZIKV) have occurred throughout the world and pregnant women are advised to postpone non-essential travel to affected regions until after pregnancy. NaTHNaC and Public Health England (PHE) regularly review new evidence and update their ZIKV guidance. For up to date and accurate information we recommend visiting the relevant destination page on NaTHNaC’s ‘Travel Health Pro’ website (travelhealthpro.org.uk) for the country you are visiting.
High Altitude
If you are visiting an area where the altitude exceeds 3000m please consult your doctor as to the suitability of your plans in relation to your health. You should also consider with your doctor the possible risks of altitude sickness. Anyone suffering from high blood pressure, anaemia and respiratory problems should not undertake such journeys.
2. Pre-existing medical conditions
If you have a disability or medical condition which may affect your holiday, it is essential that you advise us before booking. The nature of many of the destinations we cover means that in some cases they may be unsuitable for those who use a wheelchair or have reduced mobility. So we can assist you in the best possible way, we may ask you to complete a short questionnaire. The information you provide will be treated confidentially and will only be used to check that the transport, accommodation and facilities in the destination are right for you. It all helps to ensure you receive a quality service tailored to your particular needs.
3. Special dietary requirements
The nature of many of the destinations we cover means it may not always be possible to expect diets to be catered for. We will advise all hotels and airlines of your request but we cannot guarantee their availability. If you have a nut allergy you must make us aware at the time of booking.
4. Travel insurance
We strongly recommend that you and all members of your party are adequately insured to provide financial protection against unforeseen circumstances. Such insurance should ensure that you are fully covered against unexpected cancellation charges, medical expenses arising abroad, loss of luggage or money, personal liability claims, cover for personal belongings, delay at your outward or homeward point of departure, overseas legal expenses and emergency repatriation in the event of accident or illness.
It is vital that your travel insurance policy should include cover for Covid-19. This provides protection should you need to cancel your holiday prior to travel, claim for medical treatments abroad or for the curtailment of your holiday due to coronavirus.
It is also advisable that you take out travel insurance at the time you book your holiday since cover will commence for pre-departure cancellation from the policy issue date. This will ensure that cover is provided should you have to cancel your trip for an insured reason such as illness or serious accident.
If you are undertaking any adventurous activities on your trip you should also make sure your policy covers these. Please ensure you read the policy conditions and exclusions.
We kindly ask that you provide us details of your policy (insurer, policy number and contact telephone number). Having this information enables us to support you should an emergency arise.
5. Government travel advice
We monitor the Foreign and Commonwealth Office (FCO) advice regularly and follow their advice therefore any decision to amend or cancel a trip will always be taken in the interests of your safety and security. If the FCO issues a travel advisory warning against all, or non-essential, travel to a particular destination, customers of ABTA tour operators who have booked package holidays to that destination, for the period that the advice is in force, will be entitled to receive suitable alternative arrangements or, where these are not available, a full refund of all monies paid.
We recommend keeping up to date with the travel advice for the destinations you are travelling to via this link www.gov.uk/foreign-travel-advice
6. Car hire
Please be aware that all drivers should have a full, clean, UK photocard driving license and must hold a credit card in their own name. If you have any driving convictions please let us know before you place your booking as this could affect your rental. We do not accept any responsibility if you cannot collect your hire car because you have not complied with the country or car hire companies requirements.
7. Resort fees and city taxes
Some resorts and cities charge a tourist fee which must be paid locally in the country. We will endeavour to inform you of any additional costs which may be charged.
8. Credit cards
Many accommodations, usually in North America, now require you to provide a credit card at check-in with some even taking a pre-authorisation on arrival should you charge anything to your room. If you do not intend to travel with a credit card please check with your consultant before you travel to find out if your hotel requires a card on arrival or if alternative payment types are accepted.
** Please note it may take a few working days for these pre-authorisations to go back on to your account **
9. World travel
Cultures around the world can be very diverse, therefore it is worth bearing in mind the differences you may experience when travelling to many of the destinations we feature. Very often the precise reason to visit these destinations is so you can experience the attitudes, lifestyles and infrastructure first-hand. Sometimes you may find certain aspects of your visit frustrating, disorientating or stressful. Patience and humour can prove invaluable when travelling over rough roads, waiting for a delayed train or aircraft or speaking with hotel staff whose first language is not English.
Airline schedules, road closures, opening times and government regulations may change at short notice. We always endeavour to notify you of any changes prior to departure and will, of course, be on hand to assist with any last-minute changes that arise whilst you are travelling.
10. Travelling with children
Should you be travelling with a child when only one parent is present you must have permission from everyone that has parental responsibility before they can be taken abroad. A letter from the person with parental responsibility for the child is usually enough to show you have permission to take them abroad. You may be asked for this letter at a UK or foreign border. The letter should include the other person’s contact details and details about the trip you are undertaking.
When travelling with a child who has a surname different to your own you are advised to carry evidence of your relationship such as a birth certificate, or a divorce or marriage certificate if applicable. In other scenarios, for example if you are a grandparent taking your grandchild on holiday or you are taking your child’s friend on holiday, you should be able to provide evidence that you have permission from the child’s parents to do this. Please also note that you should check the requirements of the country you are travelling to as they may have additional specific requirements that apply when travelling with children. The age limit as to when a person is considered a child may also vary.
