If your complaint is solely about a flight, this should be directed to the relevant airline’s Customer Relations Department. Please refer to www.wishyourholiday.com for relevant contact details.
We can usually sort out problems on the spot if we know about them. If you have cause to complain about the land arrangements of your holiday (hotel, car rental, transfer, experience) or any element of your Package, please:
(a) Tell the relevant service supplier.
(b) If the problem can not be sorted out this way please contact our 24 hour Duty Office on our customer care number.
(c) If the problem still can not be resolved, then please notify us in writing on our Email id.
You should notify us in writing of all complaints as soon as possible and in any event no later than 3 days after your return home. This is to give us a reasonable opportunity to make appropriate enquiries and obtain evidence. If you do not follow this procedure it will make it harder for us to resolve your complaint and this could prejudice any claim for compensation that you wish to make.
You must in any event notify us in writing of any claim for compensation within 42 days of the claim arising.
If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services to which your booking relates, you are behaving in a way which will cause or is likely to cause danger or distress or annoyance to others or damage to property, we may terminate your booking. If this happens, we will not pay you anything and you will be responsible for travel back to your point of origin. If we incur expense as a result of your behaviour you shall fully compensate us for that expense.
For your own protection, we strongly recommend that you and all members of your party have suitable insurance (including insurance to cover the costs of cancellation of your holiday and the costs of assisting you if you or your party has an accident or becomes ill) for the full period of your holiday. Please note it is your responsibility to ensure the insurance you purchase is suitable and adequate for your particular needs.
3. Passport and Visa's
If your tour package is for foreign then you must ensure that you have a valid passport and any necessary visas to enter any country you are visiting, including transit stops, prior to your departure.
4. Health & Safety
(a) It is your responsibility to ensure that you are fit to travel and participate in all parts of the services you have booked and undertake. It is also your responsibility to ensure that you can prove you have any necessary vaccinations for your travel arrangements. Consult your doctor about any health requirements for all destinations to which you are travelling before your departure. We are not liable if you are refused entry to any country or part of a country because you cannot prove that you have the necessary vaccinations or because you do not comply with the health requirements of your destinations.
(b) When travelling to a different country, you should take responsibility for your own safety and well being as you would do at home. Examples would be (but not exhaustive) to ensure you secure any valuable possessions, do not leave children unsupervised on balconies or swimming pools, beaches are safe for swimming, adhere to any local laws and familiarise yourself with fire procedures for the accommodation in which you are staying. In some countries due to hotter climates and restaurants which are open sided, it is a way of life to have insects, small lizards, or birds visiting, and is not a reflection on the standards of hygiene and cleanliness. However, you should take sensible precautions especially with raw food, drinking bottled water, covering yourself up or applying insect repellent. You should also be aware that when travelling a change in climate or very cold drinks may result in an upset stomach, which is not necessarily the result of poor hygiene or food preparation.
These are the booking conditions that apply to your booking. However, they do not apply to any flight bookings on British Airways or Iberia services unless they are part of a "Package" as defined below in clause 4.
In these booking conditions, "we", "us" and "our" refer to Wish Your holiday.
All train/ air fares are not additional to land prices of Package.
In these booking conditions, a Package means a pre-arranged combination of at least 2 of the following components, at an inclusive price covering a period of more than 24 hours or including overnight accommodation. The components are:
(a) Transport (flight).
(c) Car rental or Other tourist services not ancillary to the above (e.g. paid transfers, excursions, sightseeing tours, theatre tickets, attractions) accounting for a significant proportion of the package services.
A Package does not include any travel insurance which you purchase with your booking.
Please note that if you have made a booking and you then make a subsequent change "Changes or cancellations by you" condition apply.
If you have booked car rental with us, there are separate terms and conditions which apply in addition to these booking conditions. Please refer to the information provided at the time of booking.
Any special offers booked may have specific terms and conditions attached, in addition to these booking conditions. Please refer to the promotional literature and check these before booking as once confirmed you are deemed to have accepted them.
When you make a booking we will either ask you to pay the price in full, or, if your booking meets certain criteria, we may offer you the option to pay a deposit.
(a) If you choose to pay a deposit, the remaining balance must be paid in full within the timeframes specified at the time of booking and in your ‘Booking Confirmation Email’.
(b) If we do not receive this balance in full and on time, we reserve the right to treat your booking as being cancelled by you in which case the cancellation conditions as set out in "Changes or cancellation by you" will apply.
Payment by credit card (or debit card for India only) is required to make a reservation. Payment will be listed as Make My Global Trip on your credit / debit card statement.
Choosing to pay by credit card, rather than debit card, a credit card subcharge will be applied (If company wants then reduce your subcharges in some conditions)
If you have made your booking on the internet your "Booking Confirmation" page will display a link to your flight e-ticket and land vouchers. It is your responsibility to print and retain these vouchers.
If you have made your booking via telephone you will receive a "Booking Confirmation email" which will display a link to your flight e-ticket and land vouchers. It is your responsibility to print and retain these vouchers. In some instances, your flight e-ticket and land vouchers may be posted to you if you do not have an email address.
Your flight e-ticket and land vouchers are important documents serving as confirmation of payment and as an exchange document. You must take these vouchers with you and exchange them for the services you have booked through us. Without them you will not be able to prove that you have booked and paid for the relevant product/service and the product/service will not be provided by the supplier or you may be charged locally by the supplier.
You should check carefully the booking details and all documentation provided to you (including these booking conditions) and contact us immediately if you think any details we give you are inaccurate.
Only we, the person who makes or pays for the booking, those individuals whose names appear in the booking and will be using the services.
The person who makes or pays for the booking must be at least 18 years old. Some hotels and other suppliers may require some or all of your group to be at least a particular age, or for at least one person in each room to be of at least a particular age.
Subject to Clauses 3 to 10, we accept liability to you
(a) In the case of Packages, if any of the component parts of the booking you made with us are not provided or not provided as booked.
(b) In the case of Packages, if the services we or our suppliers provide are not of a reasonable standard. Reasonable standards are judged by the standards applicable in the place where the relevant part of the booking is provided.
(c) For the acts of our employees, agents and (in the case of Packages) subcontractors, as long as they were at the time carrying out work we authorised.
(d) If you or any member of your party dies, is injured or becomes ill arising from negligence because we or (in the case of Packages) our suppliers failed to act with reasonable care.
(e) If we have deliberately misrepresented anything to you before you entered into this booking which then caused you to make the booking.
While (save in the case of Packages) we accept no responsibility for the standard of care in the supply of services by third party service providers, we will exercise reasonable skill and care in the organisation, co-ordination, facilitation and selection of service providers to provide the component parts of the booking.
We are not liable to pay you compensation if we or our supplier(s) are hindered from providing part or all of your booking, or if there is any failing in performance of any part of your booking, due to unusual and unforeseeable circumstances beyond our control or that of our agents, suppliers or subcontractors that could not have been avoided even if all due care had been exercised or due to an event that we or our agents, suppliers or subcontractors could not (even with all due care) have foreseen or prevented. The circumstances and events referred to above include (but are not limited to) the following:
War or the threat of war.
Riot or civil disturbance.
Terrorist or threatened terrorist activity.
Perceived security threats.
Industrial disputes or threatened industrial disputes.
Actions of national or local governments.
Natural or nuclear disasters.
Fire or flood.
Adverse weather conditions.
Technical problems to transport (except where these are due to poor maintenance).
Airports and ports being closed or full.
Car rental depots being closed.
Changes brought about as a result of recommendations made by the Foreign and Commonwealth Office or any other government or international organisation or agency or the police.
We only accept liability in any event for loss or damage which is caused by us or the supplier of any part of your booking and which is of a kind which could reasonably have been expected at the time the booking was made. We are not liable for any additional services for which you pay our suppliers separately since these do not form part of the booking.
We do not accept liability where any failure to provide any services in accordance with the contract or any other form of loss or damage is due to your own fault or that of any party named on your booking, including any failure to comply with your obligations in this contract, or is the result of our compliance with any instruction, request or direction given by you.
We or our representatives may arrange for you to purchase trips or excursions or other services or facilities after you have departed for your holiday locally in-resort. If, you have a contract direct with the person or company providing the trips, excursions, services or facilities and any such extra items do not form part of your booking with us, in the unlikely event that you have any problem arising out of a trip, excursion or other service or facility that does not form part of your pre-arranged booking your rights are against the person providing the trip, excursion or other service or facility and will be governed by their booking conditions.
You should make any complaints or claims in accordance with Clause "complaints or claims" below. If we pay you or agree to pay you compensation you must give us or our insurers all the rights you have to take action against anyone else and you agree to provide us and our insurers with all due co-operation and assistance in respect of any such action we or our insurers take.
Air, sea, rail and road transport is subject to various international conventions that limit the liability of the carriers. Our liability is limited in accordance with all such international conventions to the extent to which they apply. Additionally, your booking may be serviced by carriers, hotels, car rental companies and other parties who have their own booking conditions of carriage and business and over whom we may have no direct control. Their booking conditions may strictly limit the circumstances in which compensation is payable to you by them and you agree to be bound by their booking conditions. Copies of their booking conditions are available on request.
Except in cases of death, injury or illness, our liability is limited to a maximum of three times (five times in Portugal) your booking price attributable to the person affected. This maximum applies where everything possible has gone wrong and you prove that no benefit or enjoyment has been obtained. In all other circumstances we agree to pay compensation that is reasonable and proportionate for the reduction in value of your booking and any loss of enjoyment you prove subject to the above maximum.
If you encounter significant problems that are not our responsibility and/or are the result of something that happens other than in the course of the booking set out in your e-ticket receipt or confirmation letter as a result of which you suffer death, injury or illness, we will offer you reasonable and prompt assistance including assistance in sorting out any problem with the person responsible. This assistance is limited in money terms to 1,25,000 INR (or equivalent currency) per e-ticket receipt or confirmation letter and you must repay this if you are successful in any claim against the person responsible. You must notify us in writing of the steps that you intend to take against the person responsible within 90 days of the relevant occurrence and obtain our written approval which will not be unreasonably with held.
These booking conditions shall not limit our liability to you for death, injury or illness.