1. Our Role as Your Booking Agent

We, The Kent Travel Company Limited, act only as a booking agent or sub-agent when arranging travel services on your behalf. This means your contract is directly with the supplier(s) (e.g., tour operator, airline, cruise line, accommodation provider) listed on your booking confirmation. As an agent, we accept no responsibility for the acts or omissions of these suppliers or the services they provide.

The supplier’s terms and conditions will apply to your booking. We strongly recommend you read these terms carefully as they contain important details about your rights and obligations. Copies of these terms are available on request.

If we organize packages as an agent on behalf of multiple suppliers, your contract will still be with each individual supplier. In such cases, please also refer to our Package Holiday Booking Conditions for further details.

2. Financial Protection

Package Holidays: All package holidays we sell are financially protected, either through the supplier organising the package or via the ATOL Scheme for flight-inclusive packages. When booking a package holiday, you will receive confirmation from the package organiser detailing the protection provided.

Linked Travel Arrangements (LTAs): If you book additional travel services within 24 hours of your initial booking confirmation, either during the same visit to our office or via links we provide, your arrangements may qualify as a linked travel arrangement. This means financial protection for payments made to us is in place in the event of our insolvency, as required by PTR 2018. However, this protection does not extend to the performance of the individual travel services, which remain the responsibility of the relevant supplier.

For flight-inclusive packages, you will receive an ATOL Certificate detailing the services protected and the steps to take in case of insolvency. We operate a trust account for other non-flight-inclusive packages to safeguard your payments.

We are an Accredited Body Member of The Global Travel Group Ltd whose ATOL number is 3973. We provide security for flight inclusive packages by way of a bond held by the Civil Aviation Authority of 45-59 Kingsway London WC2B 6TE www.caa.co.uk under ATOL number 3973. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL certificate. This lists the flight, accommodation, car hire 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. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. Please check your ATOL Certificate or ask us to confirm what protection may apply to your booking.

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 (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.

Where you book a package organised by a supplier, financial protection for the package will be provided by the supplier of that package. Please ask us for further details.

A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at http://www.legislation.gov.uk/uksi/2018/634/contents/made

3. Booking and Payment

To confirm your booking, you must pay a deposit or full payment as the supplier requires. Your booking is confirmed when we issue confirmation on behalf of the supplier. Please check your booking confirmation carefully and notify us immediately of any discrepancies.

Payments you make to us for travel arrangements are held by The Global Travel Group in a Trust Fund on behalf of the suppliers until transferred to them. Failure to pay the balance by the due date may result in your booking being cancelled, with applicable cancellation charges as per the supplier’s terms.

4. Changes and Cancellations

By You:

• Any request to change or cancel a booking must be made in writing by the lead passenger. Changes are subject to the supplier’s terms and may incur additional charges, including an administration fee of £25 per person from us.
• Suppliers often apply strict cancellation policies, with charges increasing as the departure date approaches. No refunds are available for certain services, such as low-cost flights.

By the Supplier:

• If a supplier makes significant changes or cancels your booking, we will notify you promptly and assist in arranging alternatives or securing refunds. However, our responsibility as an agent is limited to facilitating communication between you and the supplier.

5. Insurance

Travel insurance is a crucial requirement for most bookings, and some suppliers may mandate it. Insurance protects you against cancellation costs, medical emergencies, baggage loss, and other risks. It is your responsibility to ensure the policy you purchase is adequate and provides coverage for any pre-existing medical conditions.

6. Passport, Visa, and Health Requirements

It is your responsibility to ensure that you meet all passport, visa, and health requirements for your travel. We can provide general advice, but you must confirm specific requirements with the relevant embassy or consulate. Please ensure passports are valid for at least six months beyond your travel dates.

7. Complaints

If you encounter a problem during your trip, please inform the supplier or their representative immediately to allow them the opportunity to resolve the issue. If the issue remains unresolved, please notify us in writing via email upon your return so we can assist in forwarding your complaint to the supplier.

The Kent Travel Company Package Booking Terms and Conditions – updated 01/01/2025

1. Your Holiday Contract

Your package holiday booking is with The Kent Travel Company Limited (“we”, “us”, “our”), registered in England under company number 11551352. Our registered office is at King Arthurs Court, Maidstone Road, Charing, Ashford, Kent, TN27 0JS. These terms and conditions, together with the confirmation invoice, form your contract with us. By making a booking, you agree to these terms on behalf of yourself and everyone in your booking party.

2. Pre-Contractual Information

We will provide all mandatory pre-contractual information as required under the Package Travel and Linked Travel Arrangements Regulations 2018 before you make a booking. This includes:

• Details of the destination and a full itinerary, including the duration of your holiday.
• The travel services included in your package, such as transport, accommodation, and any additional services.
• The total price of the holiday, including all taxes, fees, and any additional charges.
• The payment schedule and conditions for any deposits, balances, or instalment plans.
• Your rights to cancel and the applicable cancellation charges.
• The financial protection arrangements in place to secure your payments, including ATOL certification for flight-inclusive packages or trust account protection for other packages.
• Health and visa requirements relevant to your destination.

Please contact us before confirming your booking if you require clarification or further details about this information.

3. Booking and Payment

When you make a booking, a deposit will be required. The deposit amount will depend on your package. Your booking is confirmed when we issue a confirmation invoice. The remaining balance must be paid no later than 14 weeks before departure, or 17 weeks for cruise packages. If payments are not made on time, your booking may be cancelled, and cancellation charges will apply.

SPECIAL NOTE: Some bookings will have different terms applied based on the content of the package being created. These may include a different balance due date and more restrictive cancellation terms. If this applies, your agent will bring this to your attention before a booking is confirmed.

4. Cancellation by You

If you wish to cancel your holiday, you must inform us in writing as soon as possible. The cancellation charges depend on how far in advance of your departure date you notify us:

*If the deposit amount exceeds the percentage stated, the higher amount will apply.

Unavoidable Circumstances: You may cancel without penalty if extraordinary events (e.g., government travel bans, severe weather) significantly impact your holiday or your ability to travel. Refunds for cancellations due to extraordinary circumstances will be processed promptly and within 14 days of cancellation notification. We will follow the advice of the UK Foreign, Commonwealth & Development Office (FCDO) in assessing these situations.

5. Changes by You

If you need to make changes after booking (e.g., changing travel dates or accommodation, or transferring the booking to another person), please notify us in writing. Changes may incur additional costs, including any supplier fees and our administration fee of £25 per person. Some changes, such as alterations to flights or hotels, may result in cancellation and rebooking, which can incur significant costs. We will inform you of these charges at the time of your request.

6. Cancellation or Changes by Us

We reserve the right to cancel your booking or make significant changes. Significant changes may include but are not limited to:

• Changes to your departure time by more than 12 hours.
• Alterations to your destination or accommodation standard.
• Changes to your itinerary that affect key elements of your holiday.

If significant changes occur, you will have the option to:

1. Accept the changes.
2. Accept an alternative holiday of a comparable or higher standard.
3. Cancel and receive a full refund of all monies paid within 14 days of cancellation.

These rights are provided under the Package Travel and Linked Travel Arrangements Regulations 2018. If changes are made within 56 days of departure, you may also be entitled to compensation unless the changes are due to extraordinary circumstances:

7. Financial Protection

We provide full financial protection for all packages sold by The Kent Travel Company Limited:

• Flight-Inclusive Packages: These are protected under ATOL number 3973, issued by the Civil Aviation Authority (CAA). When you book a flight-inclusive package, you will receive an ATOL Certificate. This certificate confirms which parts of your booking are financially protected and explains how to make a claim if insolvency occurs. For more information about ATOL protection, visit www.caa.co.uk/ATOL-protection.
• Non-Flight-Inclusive Packages: These are protected through a secure trust account operated by The Global Travel Group Ltd. This ensures that your payments are safeguarded and only released once your holiday has been delivered as agreed.

How to Make a Claim:

1. If insolvency occurs, please contact the Civil Aviation Authority (for ATOL-protected bookings) or The Global Travel Group Ltd (for non-flight-inclusive bookings) using the details provided on your ATOL Certificate or booking confirmation.
2. For ATOL claims, visit www.atol.org.uk or call the CAA helpline at 0333 103 6350.

8. Liability

We are responsible for ensuring your package is delivered as promised. If any services are not provided as agreed, you may be entitled to compensation or a price reduction. Our liability is limited as follows:

• For non-personal damages: Up to three times the total cost of your package.
• For personal injury, death, or illness caused by our negligence: No limitation applies.

We are not liable for failures caused by:

1. Your actions or those of your party.
2. Actions of unconnected third parties that were unforeseeable or unavoidable.
3. Extraordinary circumstances beyond our control (e.g., natural disasters, strikes).

9. Complaints and Assistance

If you experience a problem during your holiday, you must contact us immediately so that we can work to resolve the issue promptly. Our 24-hour helpline is available to provide assistance, and you can reach us at 01622 910012.

Under the Package Travel and Linked Travel Arrangements Regulations 2018, we are obligated to provide prompt and appropriate assistance in the event of difficulty. This includes:

• Providing information on local health services, authorities, and consular assistance.
• Helping you find alternative arrangements if necessary, including travel and accommodation.
• Offering support to communicate with relevant service providers.

If a resolution cannot be achieved during your trip, you must submit a written complaint within 28 days of your return. Include your booking reference and details of the issue. Written complaints should be sent to hello@thekenttravelcompany.co.uk.

Should the complaint remain unresolved, you may request assistance from an Alternative Dispute Resolution (ADR) provider.

10. Passport, Visa, and Health Requirements

We will provide general guidance on passport, visa, and health requirements for your trip. However, it is your responsibility to ensure you have all the correct documentation and meet the necessary requirements for your destination. Most countries require passports to be valid for at least six months after your return date. You must check entry requirements with the relevant embassy or consulate well in advance of travel.

Failure to comply with these requirements may result in denied travel or entry, and we cannot accept responsibility for any losses incurred in such cases.

11. Travel Insurance

Comprehensive travel insurance is essential. Your policy should cover cancellation, medical emergencies, and repatriation. Proof of insurance may be required before travel.

12. Excursions and Activities

Excursions or activities not included in your package are not covered by this contract. Any excursions booked independently are your responsibility, and we accept no liability for their performance or safety.

13. Behaviour

All guests are expected to behave responsibly. If your behaviour causes disruption, distress, or danger to others, we reserve the right to terminate your holiday without a refund. You may also be held liable for any damages caused by your actions.

14. Law and Jurisdiction

These terms are governed by English Law and subject to the jurisdiction of the English Courts. If you live in Scotland or Northern Ireland, you may choose the law and jurisdiction of your residence.

The combination of travel services offered to you is a package within the meaning of The Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to packages. The Kent Travel Company Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, The Kent Travel Company Limited has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent. More information on key rights under https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents

Key rights under The Package Travel and Linked Travel Arrangements Regulations 2018

• Passengers will receive all essential information about the package before concluding the package travel contract.
• There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
• Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
• Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
• The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8 % of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
• travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, passengers are entitled to a refund and compensation where appropriate.
• travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
• Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
• If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
• Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.
• The organiser has to provide assistance if the passenger is in difficulty.
• If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. The Kent Travel Company Limited has taken out an appropriate insolvency protection that passengers may contact directly. In case that services are denied because of organiser’s insolvency, the competent authority can be contacted. CAA ATOL +44 (0) 333 103 6350 Canary Wharf, London E14 4HD claims@caa.co.uk

For further details about health formalities, passport and visa requirements please consult https://www.gov.uk/government/organisations/foreign-commonwealth-development-office

The Package Travel and Linked Travel Arrangements Regulations 2018 https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents