Terms & Conditions

Welcome to the travel-performance.co.uk ("travel-performance," "we," "our," "us") website (collectively, the "Site"). Use of the Site is governed by the following terms and conditions. By using the Site you agree to these terms and conditions. If you do not agree with any part of these terms and conditions, you must not use the Site. We reserve the right to amend these terms and conditions at any time. All amended terms automatically take effect when these Terms & Conditions are updated. Your continued use of the Site following the posting of changes to the Terms and Conditions will mean you accept those changes. Please return to this page periodically to review any changes.

travel-performance.co.uk values your trust. We seek to use reasonable organizational, technical, and administrative measures to protect your personal information within our organization. Unfortunately, no data transmission or storage system can be guaranteed to be 100% secure. If you have reason to believe that your interaction with us is no longer secure (for example, if you feel that the security of your account has been compromised), please immediately notify customer service at 0203 745 5720 or info@travel-performance.co.uk so that we have an opportunity to try to address your concerns.

travel-performance shall not be liable for failure of travel service suppliers, including but not limited to airlines, hotels, tour operators and consolidators, vacation packages, activities suppliers, Traveler assist service provider and insurance providers to perform the services offered by such suppliers. travel-performance, in providing travel management services, does not guarantee or insure the services to be provided by any supplier, the financial position of such suppliers or the reimbursement to you from any loss experienced as a result of the financial condition of such supplier. In the event that a supplier defaults prior to providing the service to you for which payment has been made, the sole recourse for refund shall be with the defaulting supplier, from insurance covering such defaults if any or from other responsible third party unless such was caused by travel-performance. In those situations in which a supplier defaults prior to providing services you may pursue any recourse against the supplier for refund, which may be permitted by law or statute.

Except as expressly stated herein, travel-performance assumes no responsibility for actions relating to travel services beyond the control of travel-performance or its employees. travel-performance is not responsible or liable for any act, error, omission, injury, loss, accident, damage, delay, nonperformance, irregularity, or any consequence thereof, which may be occasioned through neglect, or default or any other act or inaction of any supplier of Travel products. travel-performance shall not be liable for any fluctuation in price or change in schedule or equipment or accommodations for any travel service, which occurs subsequent to payment for such service.

travel-performance acts as a service bureau that provides value added service to retail travel agents and consumers. travel-performance has no control over and assumes no liability for the actions of the suppliers from whom it obtains Travel products.

Once tickets have been issued there may be a penalty involved for refunds. We do not have control over printed prices on the tickets, although some tickets may have BT (Bulk fare) printed on them, some may have a specific value on them, which may be different (lower or higher) than the fare collected.

Discounts offered may vary depending on a number of factors including Airlines utilized, class of service, destination, time of year (low, mid or high season), advance notice provided, minimum stay requirements fulfilled and flight load.

travel-performance does not guarantee, endorse, validate or promote other advertiser products and services that are advertised on this web Site.

Information contained in the Site (including text, graphics, links or other material) are provided on an "as is," and "where available" basis. travel-performance makes no representation or warranty, express or implied, to you or another person or entity as to the accuracy, results, timeliness, completeness, merchantability, fitness for any particular purpose with respect to the Site or any related materials, products, services, or information. Under no circumstances, including, but not limited to, negligence, shall we, and/or our providers or distributors, be liable for any damages to, or viruses that may infect, your computer equipment or other property on account of your access to, use of, or browsing on the Site, or your downloading of any materials, data, text, images, video, audio, or other information from the Site. In no event shall we, and/or our providers or distributors, be liable for any injury, loss, claim, damage, or any special, punitive, indirect, incidental, or consequential damages of any kind (including, but not limited to, lost profits or lost savings), whether based in contract, tort, strict liability, or otherwise, that arise out of or are in any way connected with the use, or the inability to use, the Site or the services or materials on the Site, even if advised of the possibility of such damages. In no event shall our aggregate liability, or that of our providers or distributors, exceed the total charges set forth in the itinerary giving rise to any such liability. Any claim or cause of action arising from, or relating to, your access and use of, or purchase of products and/or services from, the Site must be brought within one (1) year from the date on which such claim or action arose or accrued or purchase was completed. Applicable law may not allow the limitation or exclusion of liability of incidental or consequential damages, so the above limitation or exclusion may not apply to you. Your use of the Site shall be at your own risk.

If you have purchased trip protection insurance you must read, understand and agree to the description of coverage.

All Users agree to protect and indemnify travel-performance, its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including but not limited to reasonable legal and accounting fees, brought by:

1. you or on your behalf in excess of the liability described above; or
2. by third parties as a result of:
   • your breach of these Terms and Conditions, notices or documents referenced on the Site;
   • your violation of any law or the rights of a third party; or
   • your use of the Site

If you have a dispute with travel service suppliers, including but not limited to airlines, hotels, tour operators and consolidators, vacation packages and activities suppliers, Traveler assist service provider and insurance providers to perform the services offered by such suppliers, you release us (and our officers, directors, agents, subsidiaries, joint ventures and employees) from claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, arising out of or in any way connected with such disputes.

Please review our Privacy Policy, which also governs your visit to this Site to understand our practices. The travel-performance Privacy Policy will provide a description of how we use and protect your personal information. If you object to your information being transferred or used in this way please do not use our services.

You warrant that you are at least 18 years of age and possess the legal authority to enter into this agreement and to use the Site in accordance with all terms and conditions herein. You agree to be financially responsible for all of your use of the Site (as well as for use of your account by others). You are responsible for any bookings made by persons under your direction or control. You also warrant that all information supplied by you or on your behalf, or by members of your household in using the Site is true and accurate. Further you also confirm that the traveler is not an unaccompanied minor. Without limitation, any exploratory, false, or fraudulent reservation or any reservation in anticipation of demand is prohibited. You agree that the travel services reservations facilities of the Site shall be used only to make legitimate reservations or purchases for you or for another person for whom you are legally authorized to act. You understand that overuse or abuse of the travel services reservation facilities of the Site may result in you being denied access to such facilities.

All offers, prices, and conditions of sale may be subject to:

1. change without notice
2. advance purchase, eligibility, seating, or other limitations
3. travel days, dates, minimum or maximum stays, holidays, seasons, blackout dates, stopovers, and/or waitlisting restrictions
4. reservation validation limitations of up to one year (if any extension permitted, penalties/restrictions may apply); and/or
5. other conditions/restrictions
6. Availability. Lower prices may be available.
7. If your itinerary involves an ultimate destination or stop in a country other than the country of departure, the provisions of a treaty known as the "Warsaw Convention" may be applicable to your entire trip, including any portion entirely within the country of origin or destination. The Warsaw Convention governs and may limit the liability of certain air carriers for death of or personal injury to passengers and/or loss of or damage to baggage.

The Site provides links to other websites as a convenience to you, we do not endorse nor are we responsible for the contents of other websites. If you decide to access other websites you do so at your own risk.

In addition to each Travel Supplier's cost and fees, travel-performance may charge a service fee as described below. All travel-performance fees are charged on a per-passenger, per-ticket basis and are generally non-refundable.

Any and all changes made to the itinerary are restricted as well as subject to airline fare rules, whichever is more restrictive; all our tickets/hotels/cars/packages/cruises do not allow any date or name changes after the booking is completed. travel-performance does not guarantee, and shall not be responsible for, any bookings or reservations made or confirmed to you in the event that the original itinerary has been changed by the supplier pursuant to customer's request.

EXCHANGE FEES
For any itineraries where changes are permitted, an exchange/change fee is charged by travel-performance plus airline penalties and any fare difference. Please contact our call center to determine the total cost of exchanging your ticket. (These fees are subject to change without notice, the latest updated fees will be provided by the agent on the call.)
Our Recommended Ticket Exchange fees (not including airline fees and not including fare difference) are:

1. Domestic Coach / Economy Travel - with a departure date more than 10 days away - up to 100 POUND
2. Domestic Coach / Economy Travel - with a departure date within 10 days - up to 150 POUND
3. International Coach / Economy Travel - with a departure date more than 10 days away - up to 200 POUND
4. International Coach / Economy Travel - with a departure date within 10 days - up to 300 POUND
5. All First and Business Class Domestic / International Travel - up to 300 POUND

All airline tickets are fully non-refundable. In certain cases where the Airline may allow cancellations, a credit may be available for future ticket purchase with applicable penalty and a fare difference if any, with travel valid on the same airline. Usually the credit is valid with time constraints and a specific expiration date and should be discussed with the customer service agent. All such bookings where the cancellation may be permitted must be cancelled prior to the scheduled departure time of the first flight segment by calling our customer service agent. We do not guarantee any cancellation. A cancellation fee of POUND 50 per person per ticket must be paid to us at the time of canceling the booking. We retain this fee. The credit will be held for a limited time period, please ask the customer service agent for the specific date by when you must use this credit or you will lose the credit amount. When you are ready to make the new booking, you will have to pay fare difference (if any), applicable airline penalties for that fare and travel-performance exchange fees. All such changes are governed by the airlines' rules and regulations, travel-performance does not provide any representations or guarantees on changes or fees. If you are cancelling the booking and applying for a refund then please read our Refunds Policy. Please read more about Change policy if you wish to exchange the tickets for new dates or routing.

Domestic Travel = US and CANADA

No additional representation is made for our exchange fees except that an agent will assist you in locating your desired new flights and attempt to re-book the new flights based on availability and other factors.

All of our Airline tickets, vacation packages and our service fees are NON-REFUNDABLE. Trip protection insurance is refundable within 10 days of purchase if travel has not commenced and you have called our customer service center to cancel. All cancellations must be done over the phone only.

1. If you have applied for a cancellation and refund with us and if the fare rules provide for cancellation and refunds
2. If you are not a "no show" (most "no show" bookings are in-eligible for any waiver from suppliers for refund processing)
3. If we are able to secure waivers from suppliers to process this cancellation and refund

Certain customers may be eligible to receive a discount off cancellation, refund or ticket change service fees, as described in our Compassion Exception Policy (CEP) below:

*Immediate family is defined as: spouse, domestic partner, children, parents, siblings, grandparents, grandchildren, aunts, uncles, nieces, and nephews. Eligibility applies whether the relationship is biological, adoptive, step, in-law or domestic partner, foster, or ward/legal guardian.

Please note: The above CEP only applies to travel-performance's own cancellation, refund or ticket change service fees. Customers may still be responsible for airline and/or other supplier imposed penalties, as well as any fare difference. travel-performance does not control the policies of these airlines and/or other suppliers.

1. Valid for online purchases, some specific promo codes may only be used over the phone through our customer service center.
2. Sign up for our newsletter to receive Promo Codes/Coupon Codes by email.
3. Maximum discount from Promo Code/Coupon Code is the value of our service fees and/or "Traveler Assist" fees [upto70%].
4. Non-Transferable, can not be sold or bartered, no cash value.
5. To receive value of discount, the valid code must be entered in the Promo Code/Coupon Code link on payment page. If code is not entered the coupon cannot be redeemed and has no value. Due to technical problems, if the code is not accepted or Coupon link is not present, you have the right to not purchase the product, but in no circumstances will the credit be applied after purchase is made.
6. Offer may be revised or withdrawn any time without notice, even if other sites are displaying the coupons.
7. For all technical errors there is no recourse, you have the right to not make the purchase.
8. If the discount is not applied due to any reason on the checkout/credit card page, the credit/discount value is lost and cannot be applied later.
9. If the offer is withdrawn, the Promo Code/Coupon Code becomes invalid and the system will not accept the code when entered. This is final and you have the right at that point to continue with original price or not continue with purchase.
10. The final price displayed [with or without Promo Code/Coupon Code] will be the amount billed/charged and there will be no credits/discounts applied after purchase for absolutely any reason.
11. May not be combined with another offer.

All bookings are not guaranteed until ticketed. At times, even after the confirmation of a reservation, the fare may change. We will notify you of any fare changes and we do not assume any responsibility - financial or otherwise for any such fare changes. We will notify you of the new fare and at that point you may either cancel or still purchase the product at the new cost. You have the right to cancel the booking at no cost to you if there is a fare increase before ticketing and prior to your card being charged, you will not be charged any fees for cancelling such a booking.

We accept credit cards and debit cards issued in US, Canada and several other countries as listed in the billings section. We also accept AE/AP billing addresses.

Please note, airfares are guaranteed only upon ticketing, and not upon submission of payment. If your credit card payment is not processed for any reason, we will notify you within 24 hours. If there is a Fare change while processing your transaction, you will be notified and you have the right to decline this transaction and you will not be charged.

We provide a 100% Safe and Secure Credit card transaction guarantee. Please view our 100% Safe Purchase Guarantee on Credit Card usage on our site.

In order to provide you further safety, when certain transactions are determined to be high risk by our systems, we will not process such transactions unless our credit card verification team has determined that it's safe to process them. In order to establish validity of such transactions, we may contact you or your bank as well as ask the card holder to fill out our credit card authorization form.

Most tickets are electronic (e-tickets), however with certain itineraries where an e-ticket is not available a paper ticket will be issued. Please check the shipping charges before confirming the booking. If an e-ticket could not be issued for a particular reservation or if a delivery was being made of another product or service, travel-performance will send the paper ticket, product or service through a secure mode of delivery (a reputed carrier company) and the applicable shipping charges will be debited to the credit holder's account as per rates published on the Site. These shipping charges are displayed before you make the booking and you may select not to purchase the tickets to avoid shipping charges. travel-performance does not assume any responsibility for the fault of the delivery company. We will attempt to redeliver but do not provide any guarantees for redelivery on time. If you provide an incorrect address, then you may have to pay excess fees to the delivery company for alteration of the address. You will be billed to the credit card used for payment. If an e-ticket is generated the ticket information will be available on the Site.

Welcome to the travel-performance ("travel-performance," "we," "our," "us") Rewards Program (the "Program"). As a member ("you", "your"), you will be able to earn travel-performance Rewards Points ("Points") every time you make a qualifying purchase from travel-performance. If you do not agree with any part of these Terms and Conditions, you must opt out of joining the Program and not use any Points.

By enrolling in the Program member and you agree to the following:

Eligibility

Only residents of Canada who have reached the age of majority in their province/territory of residence, and have provided travel-performance with a valid email address, are eligible to become Program members and earn Points. You automatically become a member when you create an account on travel-performance unless you opt-out of the Program. The Program is void if prohibited by law in the province/territory or country of the customer's residence, and subject to change as may be necessary to comply with such laws or regulations.

Your Account

When you sign up your account will automatically be tied to your email address or a unique loyalty account number and you will be automatically enrolled in the Program. When you are logged into the Site you will be able to see the total amount of Points in your account, when the Points were earned as well as what Points have been redeemed.

Collecting Points

travel-performance awards Points to the Account through which a qualifying purchase is made. For every dollar (£1) you spend with travel-performance when you book a flight you will earn 1 (one) Point. For every dollar (£1) you spend with travel-performance when you book hotels or cars you will earn three (3) Points. Qualifying purchases can be made online at travel-performance.co.uk or over the phone using travel-performance's toll free number. No Points will be provided for any other travel items or post-booking purchases of ancillary offerings such as flight upgrades and baggage fees. Except where required by law or provided for in these Terms and Conditions, Points have no cash value. Points have no exchange rate to any market currency.

travel-performance will attempt to credit your Account with the awarded Points on a timely basis, usually thirty (30) days after the booked travel was completed. However, you have the responsibility of making sure that your Points are properly credited. Please retain copies of your purchases for your records. Any claim for Points not credited accurately must be received by us within six (6) months of the date of claimed accrual of such Points.

Points Expiration

travel-performance's Points will not expire as long as a Qualifying Purchase was made through your travel-performance Account at least once every two (2) years. "Qualifying Purchase" shall mean a Points eligible booking which has been completed. All Points on your Account shall expire if no Qualifying Purchase was made through your Account for the preceding two (2) year period.

Redeeming Points

Points can be redeemed for products and/or discounts offered in online at travel-performance.co.uk or by calling travel-performance's toll free number. The number of Points required to redeem for a product will be shown online at travel-performance.co.uk. travel-performance reserves the right in its sole discretion to change the products offered as well as the number of points needed to redeem a product at anytime travel-performance also reserves the right to limit quantity of Points an Account may redeem. Gift cards offered through the Program will be fulfilled online. All gift cards are subject to the issuer's own terms and conditions. At travel-performance's discretion the Program may also allow you to use Points to get a discount off of certain types of travel or travel-related items booked on travel-performance.co.uk. Users are able to use the Points to make purchasers that benefit third parties.

Participation in the Program

travel-performance reserves the right at any time to limit Program enrollment. We may discontinue your membership and void or cancel your entire Points balance if any Points in your Account are issued, received, or redeemed through fraud or theft, or otherwise illegally, or not as authorized in these Terms and Conditions.

Member Obligations

You agree not to misuse Program privileges by conduct which is detrimental to us, including without limitation: attempting to accrue Points or redeem Points in a manner inconsistent with our policies or the intent of these Terms and Conditions; having multiple accounts; or participating in purchasing or redemption fraud. Points may not be shared or transferred.

The Program May be Suspended, Changed or Terminated

travel-performance reserves the right, at its sole discretion, to suspend or, change the Program, in whole or in part; to modify, limit or suspend the use of or redemption of Points in any respect; to modify or change redemption procedures, including the number of Points required for particular reward; to modify, limit or suspend the collection of Points, including but not limited to imposing time limits and changes in Points values. We may make these changes even though the changes may affect the value of Points already accumulated at any time and from time to time.

You understand and agree by participating in the Program that we can make these changes at any time, with or without notice. However, we may give you notice of changes to the Program by posting an updated version of this page at https://travel-performance.co.uk/rewards/ or via email. travel-performance reserves the right to terminate the program with six months' notice, without compensation. This means that regardless of the number of Points you accumulate in the Program, your right to accumulate and redeem Points can be terminated six months after we give you notice.

You should not rely upon the continued availability of the Program, or any earning or redemption offers, merchandise or other offers made in connection with the Program. All merchandise and/or offers are available while supplies last and are subject to change and/or revocation without notice.

1. All credit cards must have verifiable US, Canadian or other countries' billing address. Please see list of countries where credit cards are accepted, in payment drop down in check out page.
2. All bookings and fares are not guaranteed until ticketed. For hotels, car rentals, vacation packages, the bookings are not guaranteed unless you receive a confirmation number by email.
3. When you submit your credit or debit card for a purchase, we request an authorization for the amount of your anticipated transaction (placing a temporary "hold" on the funds). If for some reason we are unable to confirm your booking, you will not be charged and we will request that such hold be released by your credit or debit card bank; until then, funds subject to the hold will not be available to you for other purposes.
4. If your credit card is declined for any reason, we will notify you within 24 hours, simply submitting the credit card does not automatically guarantee ticketing.
5. travel-performance bears no responsibility in the event your credit or debit card is not approved or charged. There can be many reasons why your credit or debit card may not have been approved or charged. Examples of these maybe: Airline could not confirm the booking, fare increased since payment information was submitted and prior to ticketing or sufficient funds not available on the credit card. In such instances where the fare may have increased, you will be provided with alternate options and you have the right to cancel the booking at no cost to you. When the booking is ticketed at the cost originally quoted to you the ticket becomes non-refundable and non-cancellable.
6. travel-performance uses stringent safety measures for credit card payment processing. Fraudulent transactions, if any, are reported to airport security, airlines and other federal and state law enforcement.
7. You agree to be liable for any and all credit card payments and you agree not to dispute charges after the purchase has been made and your tickets and/or other products have been delivered by email confirmation or have been shipped to you. You agree to reimburse travel-performance in cases of charge back or credit card disputes where you have genuinely purchased a service on our website.
8. Most credit card transactions over the phone to our Customer Service Department are recorded and are available as evidence in case of any dispute.
9. Online credit card transactions are authorized at the time a user or anyone acting on their behalf accepts these terms and conditions and continues with the purchase.
10. In order to provide you further safety, when certain transactions are determined to be high risk by our systems, we will not process such transactions unless our credit card verification team has determined that it's safe to process them. In order to establish validity of such transactions, we may contact you or your bank as well as ask the card holder to fill out our credit card authorization form.

At the time of processing your transaction if your credit card declines, we will make all efforts to notify you by way of an email message within 3 business days. The transaction will not be processed if your credit card has declined. The FARE and any other booking details are NOT GUARANTEED. If there is a fare change then you have a right to cancel the booking at no cost to you. There will be no service fees charged for this.

We reserve the right, in our sole discretion, and without liability, to terminate your access to all or part of the Site, with or without notice, for any reason or no reason.

These terms and conditions are severable. In the event that any provision is determined to be unenforceable or invalid, such provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and such determination shall not affect the validity and enforceability of any other remaining provisions.

No failure on the part of travel-performance to enforce any part of these Terms and Conditions shall constitute a waiver of any of travel-performance's rights under these Terms and Conditions, whether for past or future actions on the part of any person. Neither the receipt of any funds by travel-performance nor the reliance of any person on travel-performance's actions shall be deemed to constitute a waiver of any part of these Terms and Conditions. Only a specific, written waiver signed by an authorized representative of travel-performance shall have any legal effect whatsoever.

If you abuse this Site with numerous scans, data scraping, or screen scraping, we reserve the right to terminate your access to this Site immediately.

Please note that your seats, meals, frequent flyer and other special requests are requests only. Any service fees that we charge for making such special requests on your behalf are non-refundable for services rendered and do not guarantee any particular result. We do not guarantee you will be assigned the seat(s) you have requested. We also do not guarantee that your meal(s), frequent flyer and other special requests will be honored by the airline. It is therefore recommended you contact your airline directly to confirm these requests prior to your scheduled departure date. Click here to view the List of Airlines and Phone numbers.

When there are two or more airlines involved for connecting flights then you may have to reclaim your bags at the connecting airport and check-in again to continue your journey. You are also advised that in these cases if you have excess baggage, you will have to pay any excess baggage fee assessed by each airline. Most airlines now charge baggage fees even for the first bag checked-in, we recommend traveling light to reduce these costs. To locate the fees on baggage check-in by airlines, please visit our "Baggage Fees" page or look for a link to baggage fees on our website. Baggage fees can range from 15 POUND up to 50 POUND or more depending on the size and weight of the bag and is per checked bag. These fees are to be paid directly to the airline upon using such service. We make an effort to keep the baggage fees table updated but we recommend you contact the airline directly for the latest fees on check baggage and policy as it relates to baggage.

If you have excess baggage, you will have to pay any excess baggage fee assessed by each airline. Most airlines now charge baggage fees even for the first bag checked-In, we recommend traveling light to reduce these costs. To locate the fees on baggage check-in by airlines, please visit our "Baggage Fees" page or look for a link baggage fees on our website. A baggage fee range from 15 POUND up to 50 POUND or more depending on the size and weight of the bag and is per checked bag. These fees are to be paid directly to airline upon using such service. We make an effort to keep the baggage fees table updated but we recommend you contact the airline directly for the latest fees on check baggage and policy as it relates to baggage.

At times for HIGH RISK transactions such as one way International tickets, foreign origination tickets and other high risk transactions as determined by our systems we may ask for a "Credit Card Authorization" form to be filled out by the card holder. We do not guarantee that the fares may be valid until we receive the credit card authorization form filled out and the ticket is issued. All tickets once issued are NON REFUNDABLE. If there is a Fare increase while the credit card verification process is continuing, you may cancel the booking at no charge to you.

If your Itinerary consists of more than one airline, therefore two separate fare rules will be used, different rules and policies (for example, for baggage fees, change fees, and refunds) may apply in each direction or for each airline. For changes, refunds, exchanges, each airline may charge separately. In case of Schedule change or cancellations: if your initial flight is cancelled or the schedule is changed by either you or the airline, the other airline with which you booked your return flight is not obligated to issue a refund or change your itinerary. You are responsible for complying with each airline's terms and conditions, which may differ (for example, check-in times and limits on baggage size/weight). You may want to print both of your e-ticket confirmations before starting travel, in case you are asked for proof of return tickets.

Airline Policy on Schedule Changes:

Airlines all have differing rules and policies regarding schedule changes.

What is a schedule change or cancellation; Why does this happen?

Due to the operational needs of each airline they often make changes to the flights that they are currently operating. Often these changes are a prediction of travel needs for a future dates but can also reflect same day changes. Types of changes could be: flight number changes, time changes, routing, date changes and or cancellations.

What are Cancellations?

When an airline has stopped or temporarily canceled service to certain cities or has stopped service on certain days of the week.

Reasons for Cancellations or Schedule Changes:

Peak or high travel seasons
Low travel season
Airport Terminal or Gate changes
Fuel Prices
Civil Unrest
Acts of God – volcano, earthquakes, hurricanes, etc.
Bankruptcy

travel-performance does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the airlines.

Our policy on schedule changes:

We make every attempt to notify the customer of any schedule changes. It is always best to contact the airline to reconfirm you flights within 72 hours of departure.

Prior to Departure

If an airline has a change to any of its flights and such changes are within a 4 hour period of your original flight times, we will notify you of such change by email. We will attempt to contact you; however, due to various reasons if we are unable to get in touch with you, our email will serve as final notice. For all such changes within a 4 hour period, tickets will remain non-refundable. Certain ticket types may be non-refundable even when the schedule change is over 4 hours. travel-performance does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the airlines.

Date of Departure

If you have already arrived at the airport you will need to speak with an agent at the airline counter. During severe weather, options may be limited and although it is sunny where you are there may be bad weather at your destination or connection cities. You should always check the airlines website and weather channels for airport updates. It is always best to contact the airline if it is the date of departure.

Customers Obligations:

It is always important for the customer to reconfirm their flights with the airlines 24 to 72 hours prior to departure, especially if they are already traveling. Customers should periodically check emails for updates regarding flight schedules and respond in a timely manner.

How do we notify the customer?

Depending on departure date and when we receive the change from the airline we will attempt to send at least 3 emails and call at least 1 time. If you do not contact either travel-performance or the airline prior to your departure you may: Miss your flights, lose the value of your tickets and possibly miss your travel days by 1 or 2 days or even weeks before the airline can accommodate you.

What services do we provide?

Once you have contacted travel-performance we will contact the airline on your behalf and try to come to a resolution. In some cases the only resolution may result in cancellation of the flight and refund.

What happens if the customer does not fulfill their obligation?

They may miss their flight
Lose the value of their reservation
Options may not be available

What happens if they cannot be re-protected?

We will make every attempt to get the airlines in question to re-protect the customer. It ultimately depends on the airline or airlines involved. If the airline is unable to re - protect the customer we will request a refund.

What help can we provide them in case of flight cancellation?

Contact the airline
Find flight options
Discuss refund options

Tickets will not be sold directly to unaccompanied minors age 16 and under. Each airline sets its own policies and regulations for children traveling without adult supervision.

1. Some airlines may not allow unaccompanied minors to travel without an adult
2. Some airlines will only allow unaccompanied minors to travel on non-stop flights.
3. Many airlines may require additional fees to be paid at check-in.
4. You must call the airline to verify rules and restrictions for unaccompanied minor traveling alone.

All customers are advised to verify travel documents (transit visa/entry visa) for the country through which they are transiting and/or entering. Reliable information regarding visa and passport requirements can be found by clicking this link CIBT website here. Additional information can also be found through the consulate/embassy or the country(s) you are visiting or transiting through or contact us at 0203 745 5720. travel-performance will not be responsible if proper travel documents are not available and you are denied entry or transit into a Country.

travel-performance's sale of tickets to you does not imply any guarantee of passenger's ability to enter the country of destination. Traveler understands that travel-performance accepts no responsibility for determining passenger's eligibility to enter or transit thru any specific country. Information if any given by travel-performance employee must be verified with Government proper authorities and such information does not constitute any travel-performance's responsibility.

All flights should be confirmed with the airline directly as they may have last minute schedule changes. You must re-confirm at least 24 hours prior to departure for domestic flights and 72 hours for flights to Hawaii and international destinations.

In most cases, upgrades and standbys will not be permitted. Upgrades/Standby are strictly the responsibilities of the respective Airlines.

Many of our discounted tickets do not allow for frequent flyer mileage accrual.

All seat requests will be forwarded to the airlines. Please be advised that not all seat requests are guaranteed. If you want to receive immediate confirmation on your seat or if you have any special requirement such as "Handicapped" or "Over Weight ", please contact your airline directly.

We reserve the right to cancel requests for travel to destinations that have been embargoed by the Government.

A passenger's duty or departure tax may be assessed upon departure from some international destinations such as Mexico, Caribbean, the United Kingdom and Australia. These are local Government taxes collected at the airports and are not included in Initial ticket costs.

A £26.00 administrative fee will be charged for travel receipts requested for bookings that were made a year or more ago.

If any of our agents make a mistake or any other human error is made in the booking process we shall make reasonable attempts to rectify these errors at the time of occurrence. travel-performance stands committed to providing compensation up to a maximum of the entire service fees that travel-performance has collected for that booking in addition to a £50 coupon as redemption towards purchases from travel-performance in the future. You must notify us of errors within 24 hours of receiving your itinerary. Beyond this 24 hour period, travel-performance will not be responsible for these errors.

It is the responsibility of the traveler who has booked with us online or has made the booking directly with a customer service agent to review and reconfirm names, dates, flight numbers, airlines, routing including any airport changes, are in accordance and acceptance of the traveler. If you discover any discrepancy in your itinerary, you are requested to immediately contact a travel-performance customer service agent within 4 hours from the time the booking was completed.

If you fail to contact us by phone within 4 hours of completing the booking, we shall consider the booking you have made to be acceptable to you and we do not assume any liability thereafter for any discrepancy in your booking.

You are requested to review and save the itinerary.

What is a Pre-Paid Reservation?

Prepaid Reservations are charged to your credit card at the time of booking. This charge includes Full Base Amount (room only) of the reservation. Resort fees, energy surcharges and cleaning fees, may be charged on a daily basis. They also will collect for incidentals such as meals, movies, games, wet bar, parking, and phone calls. Rates are only guaranteed at the time of booking.

Are Vouchers Required on Pre-Paid Hotel Bookings?

Some hotels will require a voucher at check-in. travel-performance will send the voucher to the email address supplied to us when your booking was made. It is always recommended you have a copy of your email confirmation with you at check-in.

Are Vouchers Required on Pre-Paid Hotel Bookings?

Book Now, Pay Later Reservations use your credit card to hold your reservation until you arrive for check-in. travel-performance STRONGLY RECOMMENDS that you confirm Book Now, Pay Later reservations directly with the hotel, no sooner than 24 hours prior to check-in. On some non-prepaid hotels, hotel companies require a deposit up to and including the full amount of the stay, which will result in non-refundable cancellations and no modifications are allowed.

What are the various types of Meal Plans?

Meal Plan simply means the sort of dining arrangements that you have selected for your hotel stay. For example you may have selected a hotel which cooks all your meals for you and which are included in the price. Or, you may have selected an apartment with cooking facilities, which means you arrange your own meals. Meal plan meanings and abbreviations are as follows:

1. Room Only (RO) means that no meals will be included in the price you have paid for your accommodation/vacation package.
2. Self-Catering (SC) means that no meals are included in the cost of your accommodation/vacation package, but you will be provided with catering facilities in your accommodation to cook light meals.
3. Bed and Breakfast (BB) means that breakfast is included in the price you have paid for your accommodation/vacation package.
4. Half Board (HB) means that your breakfast and evening meal is included in the price you have paid for your accommodation/vacation package. In some cases you can choose to receive lunch instead of breakfast - the hotel will confirm this upon arrival.
5. Full Board (FB) means that breakfast, lunch and evening meals are included in the price you have paid for your accommodation/vacation package.
6. All Inclusive (AI) means all meals and locally produced drinks are included (until midnight, when a cash bar system may operate. This may vary depending on the accommodation). You may also be entitled to entertainment and non-motorized water sports laid on by your hotel.

1. For high demand special events or peak seasonal dates (examples of high demand special events would be Super Bowl, Olympics, New Year's Eve in Times Square, to name just a few) many hotels may change the cancellation policies of the booking.
2. Cancellations or modifications to the reservation may be subject to travel-performance cancellation fees in addition to fees charged by the property.
3. Changes to dates, reduction in rooms or any other amendments are subject to fees based on the hotel's policy.
4. No credits can be issued for unused room nights due to early departures.
5. Stay extensions require a new reservation. Original room rate is not guaranteed.
6. Refunds for early departures, no-shows or cancellations are at the sole discretion of travel-performance and travel-performance hotel suppliers.
7. We reserve the right to be indemnified by you in full against all loss, costs, damages, charges and expenses incurred by us as a result of any cancellation for any reason.
8. You must call travel-performance if you have any issues at check-in or check-out process. Many issues may be resolved by a simple phone call.

By approving this transaction you are authorizing travel-performance to send you communication in the form of email, postal mail, instant messaging, phone call and any other form of electronic or paper communication. These communications will be primarily for customer service and may include special offers from time to time.

travel-performance is a registered trademark. All rights reserved. owns the copyright of all material displayed on this website. Anyone accessing this website may view and print material from this website for information purposes only. Any copyright material of this website is strictly restricted to non-commercial use only and must include this copyright notice. Other trademarks and service marks displayed on this website are the trademarks and service marks of their rightful owners.

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

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

Customer satisfaction is the foundation of our success. That's why, if a dispute arises between us, our goal is to resolving the dispute quickly in a fair and cost-effective way. Accordingly, we strongly encourage you, before taking any other action, to reach out to us by contacting customer service at info@travel-performance.co.uk or 0203 745 5720 so that we have an opportunity to try to address your concerns.

Otherwise, you and we agree that we will resolve any dispute, claim or controversy arising out of or relating to your use of the Site, these Terms & Conditions, or the breach, termination, enforcement, interpretation or validity thereof, or our relationship in connection with the Site or these Terms & Conditions (each, a "Claim"), in accordance with one of the subsections below or as otherwise mutually agreed by the parties in writing.

GOVERNING LAW; SUBMISSION TO JURISDICTION
These Terms & Conditions and the rights of the parties hereunder shall be governed by and construed in accordance with the laws of Ontario, Canada, exclusive of conflict or choice of law rules. You agree that unless otherwise mutually agreed by the parties in writing or as described in the Mandatory Arbitration provision below, any Claims shall be brought in a court located in Toronto, Canada. Unless otherwise prohibited by applicable law, any Claim must be brought within two (2) years from the date on which such Claim arose or accrued.

The arbitrator may not decide issues relating to arbitrability and the scope or enforceability of this Mandatory Arbitration provision, which shall be only for a court of competent jurisdiction to decide. If subparagraph (f) above is found to be unenforceable, then the entirety of this Mandatory Arbitration provision shall be null and void. Judgment on the award issued by the arbitrator may be entered in any court having jurisdiction. This Mandatory Arbitration provision shall not preclude parties from seeking provisional remedies in aid of arbitration from a court of appropriate jurisdiction.

YOU UNDERSTAND AND AGREE THAT, BY ENTERING INTO THESE TERMS AND CONDITIONS, WE ARE EACH WAIVING THE RIGHT TO A TRIAL BY JURY OR TO PARTICIPATE IN A CLASS ACTION WITH RESPECT TO THE CLAIMS COVERED BY THIS MANDATORY ARBITRATION PROVISION.

IMPROPERLY FILED CLAIMS
All Claims you bring against us must be resolved in accordance with this "Resolution of Disputes" section. All Claims filed or brought not in accordance with to this "Resolution of Disputes" section shall be considered improperly filed and void. Should you file a Claim not in accordance with this "Resolution of Disputes" section, we may recover from you, to the extent permitted by applicable law, our attorneys' fees and costs up to UK£1,000, provided that we have notified you in writing of the improperly filed Claim, and you have failed to promptly withdraw the Claim.

As a member of ABTA with the membership number P8549 / Y6786, we are committed to providing you with the highest level of service as outlined by ABTA's Code of Conduct. Our aim is to ensure that you have a seamless and satisfactory experience with us. In the event that you have a complaint that we are unable to resolve, we offer ABTA's scheme for the resolution of disputes, which has been approved by the Chartered Trading Standards Institute. You can find more information on how to access this service on www.abta.com. Additionally, we encourage you to visit the website for further details on ABTA's Code of Conduct and their assistance in resolving disputes. In the unlikely event that you are still unsatisfied with the resolution offered by ABTA's dispute resolution process, you may access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. Please note that this platform is solely for notifying us of your complaint and will not determine how your complaint is resolved.

ABTA (Association of British Travel Agents) is the UK's largest travel association and aims to maintain high standards of service within the travel industry. As a member of ABTA, Traveljunction.co.uk agrees to adhere to the following ABTA policy:

Financial Protection:

As a member of ABTA, Traveljunction.co.uk is required to provide financial protection for all package holidays booked through their website. This means that customers who book a package holiday through Traveljunction.co.uk will have their money protected in the event that Traveljunction.co.uk ceases trading before the holiday takes place.

The type of financial protection provided by Traveljunction.co.uk will depend on whether the holiday is a package or a flight-plus booking. For package holidays, Traveljunction.co.uk is required to provide either:

An insurance policy that covers the cost of the holiday and any associated expenses, such as accommodation and transport, in the event that Traveljunction.co.uk ceases trading. This policy is known as an 'ABTA Bond', and is designed to provide customers with financial protection in case the travel company becomes insolvent.

A trust account in which customer funds are held until the holiday takes place. This means that the money paid by customers is kept separate from the company's own funds, and can only be used to pay for the customer's holiday.

For flight-plus bookings, Traveljunction.co.uk is required to provide a type of financial protection known as 'ATOL protection'. This means that customers who book a flight-plus holiday through Traveljunction.co.uk will be protected in the event that the airline or any other element of the holiday provider ceases trading before the holiday takes place. In this case, customers will be entitled to a refund or alternative arrangements for their holiday.

By providing financial protection for all package holidays booked through their website, Traveljunction.co.uk aims to provide customers with peace of mind and assurance that their money is safe in the event of any unforeseen circumstances. This is an important aspect of ABTA policy, and helps to maintain the high standards of service within the travel industry that ABTA aims to uphold.

Customer Service:

As a member of ABTA, Traveljunction.co.uk is committed to providing high-quality customer service to all customers before, during, and after their holiday. This means that Traveljunction.co.uk will:

• Respond to customer inquiries in a timely manner: Traveljunction.co.uk will aim to respond to all customer inquiries as quickly as possible, whether they are made by phone, email, or through the company's website. This includes providing customers with accurate and up-to-date information about their holiday booking, including flight details, accommodation arrangements, and any other relevant information.
• Provide assistance when necessary: Traveljunction.co.uk will provide assistance to customers who need help with their holiday booking, such as making changes to their itinerary or arranging special requirements such as wheelchair access or dietary requirements. Traveljunction.co.uk will also provide assistance to customers who encounter problems during their holiday, such as lost luggage or flight cancellations.
• Communicate clearly with customers: Traveljunction.co.uk will communicate clearly with customers at all stages of the booking process, ensuring that customers understand the terms and conditions of their booking, the costs involved, and any other relevant information. Traveljunction.co.uk will also communicate clearly with customers who encounter problems during their holiday, providing them with relevant information and advice.
• Treat customers with respect: Traveljunction.co.uk will treat all customers with respect, ensuring that they are not subjected to any discriminatory or abusive behavior. This includes providing assistance to customers who have special requirements or disabilities, and ensuring that all customers are treated fairly and equally.
• Provide customer feedback: Traveljunction.co.uk will provide customers with the opportunity to provide feedback about their holiday experience, including any areas where the company could improve its service. Traveljunction.co.uk will take this feedback seriously and use it to make improvements to its service where necessary.

By providing high-quality customer service, Traveljunction.co.uk aims to ensure that customers have a positive experience when booking and going on holiday. This is an important aspect of ABTA policy, and helps to maintain the high standards of service within the travel industry that ABTA aims to uphold.

Health and Safety:

As a member of ABTA, Traveljunction.co.uk is committed to promoting health and safety for customers during their holiday. This means that Traveljunction.co.uk will:

• Ensure that all holiday providers comply with health and safety regulations: Traveljunction.co.uk will only work with holiday providers that comply with local health and safety regulations, ensuring that customers are not placed in danger during their holiday.
• Provide customers with relevant health and safety information: Traveljunction.co.uk will provide customers with relevant health and safety information before they travel, including information about any vaccinations or other medical requirements that may be necessary for their destination. This will help customers to stay safe and healthy during their holiday.
• Provide assistance to customers who encounter health and safety problems during their holiday: If customers encounter health and safety problems during their holiday, Traveljunction.co.uk will provide assistance and advice to help them deal with the situation. This may include arranging medical assistance, providing advice about local safety precautions, or making alternative travel arrangements if necessary.
• Monitor the health and safety record of holiday providers: Traveljunction.co.uk will monitor the health and safety record of holiday providers, and take action if necessary to ensure that customers are not placed in danger. This may include terminating contracts with holiday providers that do not meet health and safety standards.
• Ensure that all holiday activities are safe: Traveljunction.co.uk will ensure that all holiday activities offered to customers are safe and comply with local health and safety regulations. This includes activities such as water sports, adventure activities, and excursions.

By promoting health and safety for customers during their holiday, Traveljunction.co.uk aims to ensure that customers have a positive and safe experience when traveling. This is an important aspect of ABTA policy, and helps to maintain the high standards of safety within the travel industry that ABTA aims to uphold.

Complaints and Disputes:

ABTA (Association of British Travel Agents) is an industry body that represents travel agents and tour operators in the UK. ABTA has a Code of Conduct that its members must adhere to, which includes rules on handling customer complaints and disputes.

If a customer has a complaint about a travel agent or tour operator that is an ABTA member, they should first raise the issue with the company directly. If the customer is not satisfied with the response from the company, they can then escalate the complaint to ABTA.

ABTA has a complaints handling process in place to deal with such complaints. The process involves the following steps:

• The customer should submit their complaint in writing to ABTA within 12 months of the incident occurring.
• ABTA will acknowledge receipt of the complaint within 7 days.
• ABTA will then investigate the complaint and request a response from the travel agent or tour operator involved.
• Once ABTA has received a response from the travel agent or tour operator, it will assess whether the response is satisfactory.
• If ABTA finds that the response is unsatisfactory, it will ask the travel agent or tour operator to provide further information.
• ABTA may also refer the complaint to its Alternative Dispute Resolution (ADR) scheme. ADR is an independent process that aims to resolve complaints between consumers and businesses without the need for legal action.
• If the complaint is referred to ADR, the customer will need to provide evidence to support their claim, and the travel agent or tour operator will need to provide evidence to support their defence.
• ADR will then make a decision on the complaint and provide a binding resolution.

It's worth noting that ABTA's complaints handling process is only available to customers who have booked their holiday through an ABTA member. If the customer has booked their holiday independently, they may need to pursue their complaint through a different route, such as through the small claims court.

By implementing this ABTA policy, Traveljunction.co.uk aims to provide customers with peace of mind and high-quality service throughout their holiday experience.