In what follows, "we", "us", "our", “OHG” refer to 118 Travel Ltd, a limited company registered in England and Wales with number 4990539.
Fresh Holidays is a trading name of 118 Travel Ltd.
The use of this website (the "Site") and all travel services offered by us are booked subject to our terms of business, as set out below (the "Terms of Business"), and the terms and conditions of the actual supplier of each of your travel services (the "Supplier"). You must ensure that you have read, understood and agree to them. If you have trouble accessing them or understanding them, please contact us before making your booking. When you source a flight, hotel or create your own holiday on this Site, your contract will be with the relevant Supplier. When booking travel arrangements your contract with your Supplier(s) begins when you receive the confirmation e-mail stating that we have received your order. Once the contract is made the Supplier(s) is/are responsible for providing the travel arrangements you have booked and you are responsible for making payment for the travel services to us. In parties of two or more people the person who makes the booking accepts responsibility for making payment(s) to us for all members of the party.
When you buy a Flight Plus arrangement from us, you will be covered under the statutory Flight Plus ATOL which is provided by MidCounties Cooperative ATOL, licence Number 6053. A Flight Plus arrangement is one in which a flight is sourced with accommodation and these must be requested within 1 day of each other. Furthermore, the trip must be over 24 hours in duration or include an overnight stay and the flight must have its outbound leg departing from the UK, except where the arrangement includes travel departing the UK by another method such as ferry, coach or rail, in addition to an overseas flight. OHG also provide “Supplier Failure Cover” which will repay up to £1,500 per person if an airline, hotel or transfer provider fails and it is necessary to replace this element of the holiday. This extra cover is required because the Flight Plus ATOL scheme would only pay out if both the airline and ourselves as a retailer failed. This is therefore unlikely to allow customers to be able to continue with their holiday arrangements since payment often takes up to 9 months and exposed OHG as a retail to an unacceptable level of financial risk. Therefore OHG regard Flight Plus ATOL cover as a fail back cover, rather than a primary holiday cover.
General terms of business Use of this website
You consent without qualification to the Terms of Business when you use the Site. If you disagree with any part of the Terms of Business, you may not use the Site in any way. The information on the Site is directed solely at those who access the Site from the United Kingdom mainland. Our business and the services we offer are governed by the applicable laws of England and Wales. No warranties and/or representations of any kind, express or implied, are given as to the compliance of the information shown on the Site, the services offered by us or the Suppliers, any information relating to such services and our business in any respect with any laws of any other country which do not, in any event, affect or apply to the same. You agree to be bound by the following obligations:
The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use. We may change any aspect of the Site or its content, including the availability of any travel services, features, information, database or content at any time. The copyright in the material contained on the Site belongs to its licensors or us. The material may only be used for your own personal use for non-commercial purposes. As a condition of use of the Site, you agree to indemnify us, our officers, agents, suppliers and other partners from and against any and all liabilities, expenses (including legal fees) and damages arising out of claims resulting from (i) your use of the Site; (ii) any material you post to or transmit through the Site including claims for Intellectual Property Right infringement or defamation. The Site is provided on an 'as is' and 'as available' basis. We do not accept any liability in respect of your ability to access or use the Site at any time or for any interruption in that access or use or for any failure to complete any transaction. We do not warrant that the Site is free from computer viruses or other properties that may cause loss or damage. We reserve the copyright and all proprietary rights in the Site and all content. The material contained within the Site is the property of 118 Travel Limited or its affiliates unless identified as belonging to third parties. The name 118 Travel Ltd and any other marks, logos and graphics of 118 Travel displayed on the Site are trademarks of 118 Travel Limited or its affiliates. Other company and product or service names displayed on the Site may be the trademarks of their respective owners. You are not granted any right or licence to use any trademarks.
What we do for you
The Site is an aggregator website that publishes information, availability and price of accommodation and flight services, to enable you to book them online. When you make a booking through us, we arrange for you to enter into a contract with the Supplier(s) (e.g. the hotelier, the airline etc) of the travel service(s) you require. The Supplier(s) will be named in your booking documentation. For most bookings we act as an agent of the Supplier but with low cost carriers e.g Ryanair, OHG acts as your agent (agent for the consumer) and voluntarily ATOL bonds any holiday created using low cost airlines via its Flight Plus ATOL. . This is explained further below. In either case, we accept no responsibility for the acts or omissions of the Supplier or for the services provided by the Supplier. The Supplier's terms & conditions will apply to your booking and you must agree to these before making your booking. Any problem with your booking must be sorted out between you and the relevant Supplier. We will, of course, do all we reasonably can to assist you to resolve the matter satisfactorily. When making a booking, you are taking responsibility for all those named on the booking and for the relevant payments. These terms of business are 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 wish to do so.
Please double check the details on the booking form before confirming your booking. It is very important that passengers' names appear on the booking exactly as they appear in their passports. Note that ages of children should be the age on the date of your return from holiday.
We strongly advise that all passengers take out comprehensive travel insurance to cover themselves against, amongst other things, loss or damage to baggage and possessions (including money), the cost of your cancelling the booking, the cost of medical and other treatment and assistance in the event of illness or accident. Some airlines may not allow you to travel if proof of insurance cannot be provided. We can provide appropriate cover. We accept no liability whatsoever arising from your failure to obtain adequate insurance cover. Whether we issued your policy or not, please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance cover.
If you have paid a Deposit on your holiday the Balance is due 12 weeks prior to departure. This balance, including any relevant credit card fees, will be deducted automatically from the card with which you paid the deposit. Should this card no longer be valid at that time you must call our Administration Department and provide alternative card details. If we are not able to collect your balance, your booking will be cancelled with no refund of the deposit or credit card fees. Documentation The following table shows the documentation you will receive in relation to the different types of booking you might make through us. If you don't receive it or don't understand it, please contact us as soon as possible.
|Low Cost Flight||You will receive a booking confirmation by email as soon as we have received confirmation of the booking. This will contain a reference number and is all you need, along with your passport, to board the flight.|
|Charter flight / Package holiday||We will send you a confirmation immediately by email. Your tickets will be posted to you approximately 2 weeks before you fly. If you have not received them 5 days prior to departure please contact us.|
|Accommodation only||You will receive a booking confirmation and a hotel voucher by email immediately after making your booking.|
|Transfer||You will receive a booking confirmation and transfer voucher by email immediately after making your booking.|
|Insurance||You will receive a booking confirmation and policy documentation by email immediately after making your booking.|
All documents to be posted will be sent to you by First Class post. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued, all costs must be paid by you. We advise ALL customers, that they must ensure they have printed all the documents for Flights, Hotels, Transfers and Insurance (where relevant) as they will need these to board the plane, check-in to the hotel, board the shuttle bus/taxi and provide insurance details. Failure to present these documents may cause complications with the Suppliers that we cannot be held responsible for.
Confirmation of bookings
When you click to book on-line, our system will immediately attempt to book the travel services you have requested with the relevant Supplier(s). On occasion, it may not be possible to confirm all elements of your booking at the time. In these cases, you will receive an email explaining that your booking is on request. During this time, you should not make any other commitments that depend on the unconfirmed booking with us, as it is possible that we will not be able to confirm your booking. Once we have received confirmation from the Supplier, we will contact you by email and/or telephone to let you know that the holiday has been booked. The contract between you and the Supplier is formed when we have received your booking reference number from the Supplier. Please note that once your booking has been confirmed to us, you can only cancel the holiday in accordance with the relevant Supplier's terms and conditions which may result in cancellation charges being payable by you. Equally, you may also be subject to our cancellation charges to cover our administration costs. In all cases, you should receive your booking confirmations (usually by email) within 48 hours of requesting the travel service(s) online through our site. If you do not receive an email during this time, this could be due to network issues or incorrectly input email addresses. Please do not assume that the booking is cancelled, unless we specifically notify you of this. If you need to check the status of your booking please email email@example.com or call our customer services team.
Prices and availability
In all cases, we aim to present accurate schedules, prices and availability. However, since the content we use is 3rd party data, we cannot always guarantee this. Please accept our apologies in the rare cases that the information and prices are shown incorrectly or inaccurately. If you find any confusing information, please contact our Customer Services team who will be happy to answer any questions and help you book the ideal holiday for you.
Amendments and Cancellations
Please note that certain room types and/or rates are not eligible for cancellation and/or amendment. Please check the room details carefully for these restrictions prior to making a booking. Our site does not yet offer the functionality to Amend or Cancel your bookings online. If you wish to do so, the Customer (defined as the person who pays for the booking) will need to email with the requests and requirements. Our standard service charges are documented below, and our friendly customer services team will do as much as possible to simplify the amendment and cancellation process.
|Non-refundable Rooms||These bookings are not eligible for cancellation and/or amendment. Service charges given in the following sections do not apply.|
|Cancellation of any part of your booking 14 days or more from departure||Travel Provider Charges plus an administration fee of 20% of the relevant booking value subject to a maximum charge of the amount paid by the customer at the date of cancellation|
|Cancellation of any part of your booking 13 days or less until departure||100% of the relevant booking value to include all Travel Provider Charges and our administration fee.|
|Special requests after booking confirmed||Travel Provider Charges + £25 administration charge per person|
|Use of credit card charge for booking and amendments thereto||2.99%|
|Use of debit card charge for booking and amendments thereto||1.45%|
|Pre-booking airline seats after confirmed booking||Travel Provider Charges + £25|
|Printed copy of email documentation||£5.00 per booking|
|Change of hotel||Cancellation of original hotel + difference (if any) in cost of hotels + £50 administration fee|
|Late payment surcharge||£20 administration charge per person per day late|
|Change of name (including title) once booking made||Travel Provider Charges plus £25 administration charge per person|
|In-flight meals requested after booking confirmed||Travel Provider Charges + £15 administration charge per person|
|Any amendment of any element of the booking not covered by the above||Travel Provider Charges + £25 administration charge per person|
Passports and Visas
Please note that all passengers should have a valid British or EU Passport. The holiday destinations offered on this site - have various visa and immigration requirements and it is your responsibility to check with the embassies of the country you intend to visit to make sure you comply. Neither we, nor the supplier, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. These links might help: Travel Advice: www.fco.gov.uk Passport/Visa Info: www.ukpa.gov.uk Health Advice for Travellers: http://www.dh.gov.uk/en/Policyandguidance/Healthadvicefortravellers/index.htm
Naturally, we hope your travel arrangements run smoothly and you have a great holiday. Occasionally, of course, you may have cause for dissatisfaction. In such circumstances, you should immediately (while you are still on holiday) inform a representative of the relevant supplier. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you are not satisfied with the outcome, you must follow this up in writing (by post only) immediately on your return to the UK (or at the very latest within 28 days) directly with the relevant supplier.
Data protection policy
This site is operated by 118 Travel Ltd, which is the data controller in respect of the personal information obtained from you in the course of your use of the site and/or making a booking. We will require some personal information such as your a) name b) e-mail address c) postal address d) telephone number e) credit/debit card number and expiry date We request this information from you on our order form. You must provide contact information - name/email address/postal address/telephone number - and financial information - credit/debit card number/expiry date. We use this contact information in order to reserve the required services, to send you details of that confirmation and if necessary to inform you of updates or changes to your travel plans. If we have trouble processing a request this contact information is used to get in touch with you. We would use your telephone number only if we needed to contact you urgently or if you had made a mistake entering your details. The financial information is used for billing purposes and to complete your orders. We may also use your contact details to inform you of our products including special offers that we think may be of interest to you. We do not pass details of your personal information to third parties except as described below:
Information is shared with a) any member of our group (as described below), b) our bank and c) involved third parties as follows. a) We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985. b) When paying by credit or by debit card we pass your card details to our bank for authorisation of the transaction and for payment. c) We may disclose your information to booking agents and hotels who will use your information in the ways described above in this privacy statement. We will provide only the information necessary to ensure the successful fulfilment of your travel arrangements. You should be aware that the hotel may not be subject to data protection laws.
Third-Party Web Beacons
We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.
We endeavour to ensure that the details of all products, including prices, displayed on our websites are accurate. However, given the high volume of flights, hotels and other products offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors. This is because the information which you are shown is being transmitted effectively live from the relevant travel provider's IT system. Notwithstanding the above, in cases where details other than price are materially incorrect we will offer you the choice of continuing with your booking or cancelling with a full refund of money paid on that booking only. Where inaccuracies relate to the understatement of the price of a specific product you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on receipt of the additional payment which is necessary or in the case of accommodation bookings an additional option being an alternative booking of equivalent standard.
Flights Flight availability and pricing
The prices and availability of the flights we advertise are sourced from our suppliers, either directly or indirectly. The information you see when a search returns its results may be out of date. It is only when you select a particular flight that we connect to the supplier to confirm pricing and availability, both of which are in the discretion of the supplier. Prices may, therefore, go up or down. Note that prices do not include in-flight meals unless explicitly stated. When booking charter flights on your behalf, we are acting as agents of the charter operator and they pay us a fee in consideration. When booking low cost carriers e.g Ryanair OHG acts as your agent (agent for the consumer) and voluntarily ATOL bonds any holiday created using low cost airlines via its Flight Plus ATOL.Thus we search our flights database on your behalf and if you choose to buy a low cost flight, we will source the relevant flight(s) on your behalf from the airline. We will add a fee to the price of the flight(s) which will never exceed the higher of £20 or 10% of the price of the flight(s). The airline will email us confirmation of the booking, which we will forward on to you. You will be subject to the terms and conditions of the relevant low cost airline which are deemed to be incorporated into this contract. They can be accessed from the relevant low cost website. If you have any query in respect of the flight, please contact our customer services department who will approach the relevant airline on your behalf. Please bear in mind, however, that if the low cost airline imposes any fee or charge on us to effect any changes to your booking, we reserve the right to pass on the charge to you, along with our own administration charges as set out in here.
Flight times and tickets
Flight times published by most airlines, charter operators and tour operators (and therefore shown on our website) are provisional and may be changed by the relevant supplier (as per their terms and conditions of booking). We suggest that you check both the outward and homeward flight times 48 hours prior to departure as per the supplier's instructions as changes to flight times may be made during your time abroad). If you have not received the necessary documentation or flight reference number please contact us one week prior to departure, we are not responsible for any items sent and lost/delayed in the post. Please also note, that we cannot be held responsible for customer's missing their flight. We cannot be held responsible for customers missing flights who have not followed these instructions. You must contact us one week prior to departure if your travel documents have not been received or if you do not have a flight reference number for a ticket on departure booking. We will not be responsible for the loss of any items sent by post unless such loss is due to our negligence. Please note that in certain cases, flight suppliers may not provide flight times on our website. Where this is the case, our website will display flight dates only. Customers should note that the inbound flight may take off in the early hours of the morning of the day following the date displayed.
All Hotel and Accommodation properties on the Site are booked through the tour operator / hotel supplier on your paperwork. We are confident that all the information about the hotels is accurate. However, we ask you to make sure you are happy with the choice of hotel. The categorization and rating of the hotels are based on both the supplier's ratings and the official tourist board ratings. The check-in and check-out dates of your accommodation booking will be included on your booking confirmation . Usually hotels request that passengers check out of their room by 12 noon. If your flight departs in the late afternoon or evening and you would like to request a late check out for the room, please let us know and we can help. Please note it's not always guaranteed and in some cases you may be charged for it separately on the spot.
If you have included a transfer in your booking, the contract for this service is with Airport to Hotel (UK) Limited t/a Holiday Taxis (the "Transfer Operator"). When booking a transfer, we act as the agent of the supplier. In addition to the terms and conditions that may be applied by the Transfer Operator, you hereby agree to be bound by the following conditions.
If you choose to book insurance through us, you will be asked to read and agree to the relevant booking conditions at the time of booking.
Supplier Failure Cover
This is a market leading financial protection product specifically designed to cover tailor made holidays where the customers choose from a wide range of airline, hotel and transfer partners to create their own basket of holiday components.