To cancel your booking or to make an amendment to your existing itinerary, you will need to contact our
Customer Care for assistance, as these can not be carried out online at www.wishyourholiday.com
If you wish to book extra services that were not included in your original booking (for example extra
nights accommodation) you can do so by contacting us, subject to availability of the additional services.
If an individual wishes to cancel from a booking, but not the entire party, the charges for this individual
cancellation will be calculated on the basis of individual cancellation fees applicable to the particular
component being cancelled (if any) or otherwise an amendment fee will apply. The applicable fees will be advised
at the time of requesting the amendment (see Amendment and Cancellation fees).
Amendments to your booking
(a) If you wish to amend any part of your booking after your contract with us has come into existence (for example, transferring to a different hotel, amending to multiple hotels, asking for a different departure date, adding extra people or transferring the booking to another person) you should contact us and we will tell you if we can meet your requests. All amendments are subject to availability.
(b) In the event of any changes to your car rental reservation, including named drivers, special requests or the rental itself, it will result in your booking being re-priced. Any increases in price will be passed on to you in addition to the applicable amendment fee, whilst any decreases will be refunded to you less any applicable cancellation or amendment fees as advised at time of booking (see Amendment and Cancellation fees).
(c) If you have booked a package and wish to reduce the duration of your hotel or car arrangements, this may not always be possible due to the restrictions attached to the type of air fare booked. You should contact us and we will tell you if we can meet your requests.
(d) If we can make the amendments you request, then you must pay us any additional charges made by the suppliers of the services (e.g. hotel, car rental company) to make the changes. In addition we will charge you an amendment fee. The amendment fee charged will be determined by the currency of your booking and the type of change you are requesting, and is advised at time of booking (see Amendment and Cancellation fees).
(e) If you are a resident of the EU purchasing a Package, you are allowed (under the European Directive of Package Travel, Package holiday and Package Tours 1990) to amend individuals' names, subject to an amendment fee, and any additional charges made by the suppliers of the services (e.g. airline, hotel, car rental company, experience provider or transfer provider) to make the changes, which will be advised at time of enquiry. Any changes of the individuals named in the booking are conditional on the substitute individual accepting these booking conditions and otherwise satisfying all the conditions applicable to the Package. Name changes within 48 hours of departure are not guaranteed.
(f) If you are not a resident of the European Union, we do not permit name changes. This means any name change is treated as a cancellation and rebooking, and as such the cancellation charges as advised at time of booking will apply (see Amendment and Cancellation fees).
(g) Alterations to your airline ticket will be dealt with in accordance with the relevant airline's conditions of carriage and all relevant ticket conditions. Please note that some types of tickets may be non-refundable and non-changeable.
Cancellation of your booking
(1.) If you cancel any part of your booking after your contract comes into existence, the following applies:
(a) If you have booked a package for which you have paid an inclusive price, charges for cancelling your Package are set out at time of booking (see Amendment and Cancellation fees).
(b) For flights that do not form part of an inclusive Package (and as such are priced independently), cancellation of your airline ticket will be dealt with in accordance with the relevant airline's conditions of carriage and all relevant ticket conditions and fare rules. Please note that some types of tickets may be non-refundable and non-changeable.
(c) For cancellations by you (other than cancellations of flights), we will levy a cancellation charge. Our standard cancellation charges are set out at time of booking.
(d) The percentages referred to in the amendment and cancellation charges are percentages of the price stated on your confirmation email or letter, unless a fixed value is advised.
(e) If you received a discount for booking your hotel accommodation, car rental, transfers or experience in conjunction with a flight, then by cancelling the flight you will forfeit the discount and the discounted amount will be charged to you.
(f) Cancellation penalties are levied by us in order to cover the charges we incur from our suppliers and our administrative costs and become payable immediately.
(2.) If you have booked a Package, where the prices of individual elements have not been displayed separately, you may cancel individual elements providing your remaining booking meets the definition of a package (see 1.4). Should you wish to cancel one or more elements, and your remaining elements no longer meet the definition of a package, it will be deemed that you are cancelling the whole package and will be subject to cancellation charges as set out at time of booking.
Amendment and Cancellation fees
(a) Amendment and cancellation charges will be applied to your booking as determined by the country of departure, the currency you booked in, and any special conditions attached to the product you have chosen. The eligibility to make changes and actual charges applied will be advised to you during the booking process, whether online or on the telephone, as applicable, before you confirm payment. (If you have not completed your booking, you can view Amendment and Cancellation Fees by closing this window). Should you require a copy, you should print this off now.
Once you have a confirmed booking, if you require a copy of the Amendment and Cancellation Fees applicable to your booking, you will need to contact us to be advised what these are. If, after you have confirmed a booking, you add an additional hotel, car rental, transfer or experience to your original booking, these new elements will be subject to new amendment and cancellation charges. These values may differ to the charges applied to your original booking, but will be advised during the booking process before you confirm payment, and will be subject to the Terms and Conditions in this document. Once the addition/s to your original booking have been confirmed, if you require a copy of the Amendment and Cancellation Fees applicable to your booking, you will need to contact us to be advised what these are. The original booking elements will still have the original charges applied to them.
(b) After departure, no refund will be made on any part-used itineraries (for packages including a flight, hotel, car rental, transfers and experiences). For example where you have checked out of your hotel early or returned your car rental early a 100% charge will apply.
(c) Offline Booking Fees (where you have booked via a call centre and been charged a fee for this service), are non-refundable.
(d) If you participated in the Carbon Offset scheme, this is non-refundable.
Charges for amendments or cancellations are calculated from the date we receive your request or notification.
Application for a refund of taxes, or for unused tickets if a refund is due, must be made within a month from the last flight departure date.
It is unlikely that we will have to change or cancel your booking. If we do make changes then we will inform the person who made the booking as soon as we reasonably can. We reserve the right to make changes that are not significant and to correct minor or obvious errors in your booking details at any time without liability to you.
We will take reasonable steps to avoid having to cancel your booking. In the unlikely event that we are to cancel your booking we will notify you and we will provide a full refund.
We are only liable to you for cancellations or significant changes to your booking by us. A significant change is one that we make to your booking before your departure that affects an essential term of your contract.
Examples of a significant change includes changes by us to:
(a) Your destination area.
(b) Your booked accommodation to that of an alternative property of a lower rating.
(c) Your departure times or accommodation occupancy periods by more than 12 hours.
(d) Increase the package price by more than five percent.
Where your booking includes accommodation and/or a flight please note that the following is not a significant change:
(a) A change of rating for the accommodation where the quality of the accommodation has not changed significantly since the time of the booking and the facilities are substantially as set out on our website or equivalent.
(b) A change in the accommodation where substitute accommodation is offered in a similar location and at least equivalent quality (at no additional cost to you).
(c) A change in the particular type of room booked where the substitute room is of at least equivalent quality.
(d) A change to your flight departure time(s) where the revised or substitute departure time is less than 12 hours difference to the departing time.
We are not liable to pay you compensation even for significant changes to your booking if our liability applies.
If we make a significant change to your booking then, whether compensation is payable or not, you have a choice. You may:
(a) Accept the significant change. or
(b) Accept substitute arrangements of equivalent or superior quality if we are able to offer this to you. or
(c) Accept substitute arrangements of lower quality if we are able to offer this to you, together with any refund of the difference in price between the original and the substitute arrangements. or
(d) Cancel your booking altogether, in which case we will process a refund in full (deduct government service tax only) of all money you have paid us for the booking within 7 days of your request verified.
You must tell us which one of the above choices (under above Clause) you make within 7 days of being informed of the significant change we are making, or as soon as reasonably practicable if your departure is less than 7 days from the date you receive notification. If we do not receive notification from you about your choice you are deemed to have accepted the option in Clause above.
You agree that if a significant change is made to your booking, whichever choice you make under Clause 6 above, we will only pay you for losses which may fairly and reasonably be considered as arising naturally (that is, according to the usual course of things) from the significant change we make.