General Terms and Coditions for Booking


Find out more information about Travel Queen General Terms and Conditions for Booking

 

These Booking Conditions, together with our privacy policy and any other written
 
information we brought to your attention before we confirmed your booking, apply
 
to your booking with Travel Q Limited of 11 Cundy Road, Custom House, Essex,
 
E16 3DJ ("we" or "us" or Travel Queen). Please read them carefully as they set
 
out our respective rights and obligations. In these Booking Conditions references
 
to "you" and "your" include the first named person on the booking and all persons
 
on whose behalf a booking is made or any other person to whom a booking is
 
added or transferred.
 
Governing Law
 
Access to this Site is conditional on your agreement that all information contained
 
in it and all matters that arise between you and us will be governed by English
 
law. It is also conditional on your agreement that any dispute that arises between
 
you and us will be subject to the exclusive jurisdiction of the Courts of England
 
and Wales.
 
Booking
 
These General Terms and Conditions apply to offering and providing of the
 
Services by Travel Q Limited operates the Website which acts as an interface
 
between the Customer and the various Suppliers offering the Services.
 
The Website helps the Customer to find travel products and to make the
 
necessary reservations, and acts as an interface in the transactions involved with
 
the Suppliers. The Customer must be at least 18 years of age at the time off
 
booking, be legally authorised to enter into contractual obligations, have the
 
requisite consent or authority to act for or on behalf of any persons included in a
 
booking and must use the Website in accordance with these General Terms and
 
Conditions and the Website Terms of Use.
 
When making your booking we will arrange for you to enter into a contract with
 
the principal or other supplier like tour operator, airline, car hire company or
 
accommodation company named on your receipt. We can book you a package
 
holiday, in which case you will have one contract with the principal, or we can
 
book the services that make up your holiday with different principals or suppliers,
 
in which case you will have separate contracts with each of them.
 
When you may wish to purchase flights, hotel, car rental, transfers or other
 
services on our website. Each component will be provided by different third party
 
providers of the products you have selected. Your contract will be with the
 
individual suppliers and not with us. Since you create your own travel
 
arrangements by adding each component separately to create your own bespoke
 
booking, this is not a package and therefore you are not protected under the
 
Package Travel Regulations; and unless you book a Flight-Plus, your booking
 
may not benefit from ATOL protection either. Until a component has been
 
confirmed by the individual supplier, no contract has been formed.
 
Please check that all names, dates and timings are correct on receipt of all
 
documents and advise us of any errors immediately. We will not make any charge
 
for changes to documents, but you will have to pay any charges made by
 
suppliers. Please ensure that the names given are the same as in the relevant
 
passport. The booking information that you provide to us will be passed on only to
 
the relevant suppliers of your travel arrangements or other persons necessary for
 
the provision of your travel arrangements. The information may therefore be
 
provided to public authorities such as customs or immigration if required by them,
 
or as required by law.
 
These General Terms and Conditions are subject to the Suppliers' Rules and
 
Restrictions which are made available to the Customer before any booking is
 
completed and which the Customer also accepts at the moment that a booking is
 
actually placed. It is the Customer's responsibility to familiarise himself/herself with
 
the Suppliers' Rules and Restrictions. Specific Accommodation Supplier Rules and
 
Restrictions are provided prior to making a booking. We advise you to read these
 
carefully as they contain important information about your booking.
 
Travel Queen may at any time change General Terms and Conditions and your
 
continued use of this Website is conditioned upon acceptance of the updated
 
General Terms and Conditions for booking, although such changes will not apply
 
to bookings that have already been accepted by Travel Queen, Inc. on behalf of
 
the Supplier(s) concerned.
 
Payment
 
For your booking at the time of booking you may be presented with the payment
 
option ,,pay a deposit’’ or make full payment. Where you only pay a deposit you
 
must pay the full balance by the balance due date notified to you. If full payment
 
is not received by the balance due date, we will notify the principal(s) or
 
supplier(s) who may cancel your booking and charge the cancellation fees set out
 
in their Terms and Conditions. If the Customer selects the full payment option,
 
Travel Queen will charge the amount to their credit card in British pounds sterling
 
immediately. Some hotels giving option ,,pay at hotel’’ later. If the Customer
 
selects "pay at hotel", the hotel will charge the Customer's credit card in the local
 
currency of the relevant hotel at the time of the Customer's stay. In addition to
 
any other taxes and fees payable by the Customer as set out in these General
 
Terms and Conditions, taxes and fees may vary depending on which payment
 
option the Customer chooses. Please note that some hotels may require a
 
deposit, which may or may not be refundable (please see Suppliers Rules and
 
Restrictions). Tax rates and foreign exchange rates could change in the time
 
between booking and stay. Your credit card provider may also charge a foreign
 
currency conversion fee.
 
Payments by credit cards are subject to a 2.5% handling fee.
 
Credit Card Fees are Non-refundable, and will not be refunded if your booking is
 
cancelled either by personal circumstances or cancelled by the suppliers of your
 
holiday.
 
Charter flights
 
When you book your flight through us, we act as agent for the charter flight
 
provider who holds an ATOL. The contract will be between you and the charter
 
flight provider.
 
Flight–Plus
 
We understand how important it is for you to know your money is protected and
 
have arranged protection for Flight-Plus bookings (defined below) under our
 
ATOL. Flight-Plus has been introduced by the Civil Aviation (Air Travel
 
Organizers’ Licensing) Regulations 2012 to give you financial protection for travel
 
arrangements which are not, legally, packages but which include more than one
 
travel product. This protection is only a protection against the unlikely event of our
 
insolvency or that of your Travel Suppliers booked through Travel Queen. Flight-
 
Plus does not impact at all upon liability should something go wrong with what
 
you have booked – the position is as set out elsewhere in these conditions.
 
Flight-Plus will exist when you book a flight through us and, on the same day or
 
the day after, you also book accommodation or car hire to be used in conjunction
 
with that flight. Once a Flight-Plus exists, then any other tourist services which are
 
not ancillary to the flight or the accommodation will be included in the Flight-Plus.
 
Where you book a Flight-Plus through us, it will be our responsibility to arrange
 
a substitute flight or accommodation or car hire should the supplier of any of
 
these fail financially with the result that they cannot be provided. If substitutes
 
cannot be arranged it will be our responsibility to refund you all protected monies
 
you have paid for the Flight-Plus as detailed on the ATOL certificate.
 
Where a Flight-Plus exists we will issue you with an ATOL certificate as an
 
attachment to the booking confirmation email. The ATOL certificate details exactly
 
what monies are protected and should be kept safely. Credit/debit card charges
 
and Travel Queen service fees are not protected.
 
If you cancel your flight or you cancel your accommodation or car hire, so that
 
there are no travel products additional to the flight, Flight-Plus will cease to exist.
 
Low-Cost flights
 
Some low-cost airlines require you to check-in online. Where applicable your
 
paperwork includes instructions regarding the online check-in procedure. Please
 
read carefully as for some flights you will be required to check-in separately
 
for the outbound and inbound flight. Failure to check-in online will result in
 
check-in fees at the airport which you will be liable to pay for.
 
No tickets will be issued for low-cost flights and you will simply need your
 
confirmation number, which will be emailed to you with your booking confirmation,
 
along with your passport, to board the flight.
 
Please note, other than in cases of insolvency (Flight–Plus), all low-cost
 
flight bookings are non-refundable.
 
Multiple airlines, triangular flights and 2 x one-way flights
 
Where we book a multiple airline, triangular flight (different UK airports for
 
outbound and inbound) and or 2 x one-way flights on your behalf we will be
 
making two separate flight bookings with two separate flight suppliers or at times
 
the same flight supplier. In certain cases in order to ensure our prices are as
 
competitive as possible for all customers, we will book a return flight (same
 
airline, same route) as 2 one-way flights - one booking will be for the outbound
 
leg of your flights and another for the inbound leg of your flights. When making a
 
multiple airline or triangular flight booking the different UK airports will be
 
displayed throughout the booking process and a multiple airline logo will be
 
shown.
 
You will see two flight vouchers displayed on your paperwork, two flight
 
references and at times two separate flight suppliers booking conditions. This
 
does not affect your travel arrangements in any way and you simply use the
 
correct voucher to check-in for each leg of your journey.
 
In the rare event that a change is made by one of your flight suppliers to the
 
outbound or inbound leg of your flight and you cannot find a suitable alternative
 
so choose to cancel your booking, then you will be liable to pay any cancellation
 
fees arising from the cancellation of any other services and flight legs associated
 
with your booking.
 
Scheduled flights
 
Our website offers scheduled flights from all the major airlines. Please note that in
 
certain cases these flights may be indirect and fly via other airports. The flight
 
display will show the take-off time from the departure airport and the landing time
 
into the destination airport correctly. Where we are offering a scheduled flight with
 
no stops, an icon will display on the list next to the flight to show that it is a direct
 
flight. In all other cases the flight being offered will be an indirect flight. The full
 
details of any flight stopovers will be made clear to you at the time of booking.
 
Please note many scheduled flights are non-amendable and non-refundable once
 
booked.
 
Flight times and tickets
 
Flight times shown are provisional and may be subject to change, as per the
 
booking conditions. For all flight bookings please reconfirm your flight times 48
 
hours prior to departure as per the Travel Supplier's instructions. This applies
 
separately to outward and homeward journeys, as changes to flight times
 
may be made during your time abroad. We cannot be held responsible for you
 
missing flights if you have not followed these instructions. Most flights are now
 
ticketless and you should ensure that you have your flight reference number
 
which will be required for check-in. The flight reference and check-in procedures
 
are included in the booking confirmation email we send to you. Some flight
 
providers will require this check-in procedure to be carried out online. Charter
 
flight tickets are generally issued by Travel Supplier between ten days and two
 
weeks prior to travel, however they reserve the right to issue documents on
 
departure at the airport. You must contact us one week prior to departure if you
 
are flying with a charter carrier and 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.
 
The flight information advertised comes from all the major Travel Suppliers and
 
airlines. The data is scanned by a third party and regularly updated. Please be
 
aware that some airlines do not maintain real time seat availability in the
 
reservations system to which we connect. As agents we are constrained by the
 
information they provide. Seat availability and pricing is at the operator's
 
discretion and is subject to availability. Please be aware that prices can
 
fluctuate.
 
Luggage and other flight extras
 
All airlines have a standard hand luggage allowance which is included in our
 
online prices. Allowances differ significantly from airline to airline. The allowance
 
you are entitled to will be shown in the booking conditions of your airline which
 
are displayed at the bottom of your documentation. Where you require additional
 
luggage allowance this can be added to the booking prior to checkout and paid
 
for.
 
Certain charter airlines and low-cost flight carriers consider hold luggage to be
 
an optional extra. When you are booking with an airline that does make a charge
 
for luggage it is not included or displayed in our head line prices and the option to
 
add this extra facility will be offered to you at the time of booking. The luggage
 
allowance will be dictated by the airline in question and can again vary. Should
 
you choose not to take any hold luggage on your trip then you will receive the
 
standard hand luggage allowance as detailed in the airlines booking conditions.
 
Bags must be no larger than the dimensions allowed by the airline in question for
 
carry-on luggage. For further information please refer to the airline booking
 
conditions.
 
Our online prices do not include in-flight meals.
 
Please note where flight extras (such as bags and meals) are added at the time
 
of booking they cannot be removed, cancelled or refunded.
 
Hotels
 
All hotels featured on our website/App advertising are booked through the Travel
 
Supplier named on your paperwork. Although we cannot check every one of
 
these hotels every season, the ratings featured on our website/App advertising
 
are the hotel's own ratings and are based on the official tourist board ratings. All
 
hotels do represent excellent value for money within their ratings and any that
 
receive an unreasonable proportion of complaints from our customers are
 
dropped from our website advertising.
 
If you have a complaint while you are staying at your accommodation you must
 
inform the accommodation's management immediately in order to give them the
 
chance to resolve the problem. Failure to do so may affect your rights under the
 
contract with the Travel Supplier and you may lose any right to compensation. If
 
the issue is not resolved to your satisfaction, you should then contact the Travel
 
Supplier's representative in the resort. If having followed these two steps your
 
problem remains unresolved you should then contact us by call to Customer
 
Service (Calls are charged at national rate plus network extras).
 
Unless otherwise requested at the time of booking, standard internationally
 
accepted practice dictates that your accommodation will be booked from the day
 
that you depart the UK for the required duration. The dates and times of your
 
accommodation booking will be included on your accommodation voucher
 
(please check this carefully). After registration, on arrival at your accommodation,
 
you will be allocated a room. When travelling on flights departing the UK after
 
midnight, your room will be reserved from the previous day. You must normally
 
check-out of your room by 12 noon on the day before a night flight home or on the
 
departure date for an evening flight. We will request a late check-out for the room,
 
however this is not guaranteed. If we were not to book the hotel until the day that
 
you land (for flights landing in the early hours of the morning), you would not be
 
able to access your room for several hours after your arrival in the hotel. Your
 
flight details are included in the booking details we pass to hotels so hotel staff
 
should be aware of your flight timings. They will also be notified on your booking
 
that you require a late check-out. Most hotels provide this late checkout facility.
 
This will usually incur a small charge payable on the spot (it is impossible for us to
 
prepay this charge) and should be requested at the start of your stay so as to
 
avoid disappointment.
 
We are happy to pass on any special requests you may have to the Travel
 
Supplier or hotel concerned with your booking. Please note that while the hotel
 
will make every effort to fulfill your requests they cannot be guaranteed. Special
 
requests do not form part of your contract with them.
 
If you have any specific requirements when booking your holiday because you
 
or any member of your party is disabled or less mobile, then you must ensure you
 
have chosen and researched your hotel carefully. It is advisable for you to call our
 
dedicated sales team prior to making an on line booking so you can inform us of
 
your mobility issues and we can advise on the most suitable hotels for you party.
 
If you book a non-refundable room you will not be able to cancel nor amend your
 
booking and no refund will be available. Deposit payment options are not
 
available on bookings which include non-refundable rooms. Full payment is
 
required at the time of the booking.
 
Transfers
 
Unless you have reserved a transfer separately during the booking process, no
 
flight or hotel booking includes a transfer. Please ensure that the hotel you have
 
selected is accessible from the airport you have chosen to fly to. At times the
 
hotel suppliers or airlines involved in your booking may offer a free or
 
complimentary resort transfer. Travel Queen will pass on this offer to you
 
however unless you have reserved a transfer separately during the booking
 
process, no flight or hotel bookings include a transfer. The provision, delivery and
 
service standards of this transfer are the responsibility of the hotel/airline provider
 
and the 3rd party involved in their delivery.
 
Special Requests
 
If you have any special requests (cots or room location), please let us know at the
 
time of booking. We will pass on all such requests to the supplier but we do not
 
guarantee that they will be met and we will have no liability to you if they are not.
 
Insurance
 
Adequate travel insurance is a condition of your contract with either us or the
 
supplier in question, as applicable. You must take out a policy of insurance in
 
order to cover you and your party against the cost of cancellation by you; the cost
 
of assistance (including repatriation) in the event of accident or illness; loss of
 
baggage and money; and other expenses. If we have issued your policy please
 
check it carefully to ensure that all the details are correct and that all relevant
 
information has been provided by you (eg. pre-existing medical conditions).
 
Failure to disclose relevant information will affect your insurance. If you fail to
 
travel with adequate insurance cover we will not be liable for any losses in
 
respect of which insurance cover would otherwise have been available.
 
Changes and Cancellations
 
Any amendment will incur an administration charge of £25 per person plus any
 
charges from the Supplier. This includes but is not limited to:
 
 Change of destination
 
 Change of hotel
 
 Change of name
 
If you wish to make an amendment to your booking must to submit your
 
request through 'My Booking'. Please note that any changes to any element of
 
your confirmed bookings will incur charges as stated above even if this is one
 
letter for example. Amendments can only be accepted in accordance with the
 
terms and conditions of the Supplier Principal of your Arrangements. The Supplier
 
Principal may charge the amendment charges shown in their booking conditions
 
(which may be as much as 100% of the cost of the Arrangements and will
 
normally increase closer to the date of departure).
 
Whilst we will try to assist, we cannot guarantee that such requests will be met.
 
Please note, amendments, cancel your booking, confirmation must be received in
 
writing only from the lead named passenger.
 
Amendment charges are subject to change at any time. Please note that
 
amendment fees are non-refundable.
 
For the avoidance of doubt, any cancellation charges are completely independent
 
from the deposit paid. In the event that you cancel your booking you must pay
 
any difference between the amount you have paid and the cancellation charge
 
applied. In accepting these Agency Terms of Business you give your authority for
 
us to automatically charge the payment card used by you when securing the
 
booking (or any other card used by you in connection with this booking) at that
 
time.
 
Any cancellation will incur an administration charge of £25 per person plus any
 
charges from the Supplier shown in their Terms and Conditions (which may be
 
100% of the cost of the travel arrangements). We may collect this on their behalf
 
and you also must pay us any applicable administration charges.
 
Please note that any credit card transaction fee is non-refundable.
 
Changes or Cancellations by the Supplier
 
We will inform you of any changes or cancellations as soon as reasonably
 
possible. If the supplier offers alternative arrangements or a refund, you will need
 
to let us know your choice within the time frame we stipulate. If you fail to do so
 
the supplier is entitled to assume you wish to receive a full refund. We accept no
 
liability for any changes or cancelations made to your arrangements by the
 
supplier under your contract with them.
 
 
 
Our Service Charges
 
 Credit card charge (see Payment section above)
 
 "Administration Fee for Supplier Failure Cover" (see Your Financial
 
Protection section below)
 
 "Flight Plus" (see Your Financial Protection section below)
 
 Service Charge - variable
 
Financial Protection
 
When a Customer buys an ATOL protected flight inclusive holiday package or a
 
Flight-Plus on the Website the Customer will receive an ATOL Certificate. This
 
lists the flight, accommodation, car hire and/or other services that are financially
 
protected, where the Customer can get information on what this means for the
 
Customer and who to contact if things go wrong. For further information, visit the
 
ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements
 
includes the amount of £2.50 per person as part of the ATOL Protection
 
Contribution (APC) we pay to the CAA. This charge is included in our advertised
 
prices. Travel Queen has the following arrangements in place to ensure the
 
security of money paid over by Customers and to arrange for their repatriation
 
(where applicable) in the event of Travel Queen's insolvency: Flight inclusive
 
holiday packages and Flight-Plus bookings created by Customers on the Website
 
are protected by the Civil Aviation Authority. Not all Services offered by Travel
 
Queen and/or other Suppliers will be protected by the ATOL Scheme. ATOL
 
protection extends primarily to Customers who book and pay in the United
 
Kingdom. For further information, visit the CAA website.
 
ABTA
 
We are a member of ABTA. We are obliged to maintain a high standard of service
 
to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme
 
for the resolution of disputes arising out of, or in connection with this contract.
 
Further information on the Code and arbitration can be found at
 
http://www.abta.com/heretohelp.shtml.
 
The arbitration scheme is arranged by ABTA and administered independently by
 
the Chartered Institute of Arbitrators. It provides for a simple and inexpensive
 
method of arbitration on documents alone with restricted liability on you in respect
 
of costs. Full details will be provided on request or can be obtained from the
 
ABTA website.
 
The Scheme does not apply to claims for an amount greater than £5,000 per
 
person. There is also a limit of £25,000 per booking form. Neither does it apply to
 
claims which are solely in respect of physical injury or illness or their
 
consequences. The Scheme can however deal with compensation claims which
 
include an element of minor injury or illness subject to a limit of £1,000 on the
 
amount the arbitrator can award per person in respect of this element.
 
The application for arbitration and Statement of Claim must be received by the
 
Chartered Institute of Arbitrators within nine months of the date of return from the
 
holiday. Outside this time limit arbitration under the Scheme may still be available
 
if we agree, but the ABTA Code does not require such agreement.
 
For injury and illness claims, you may like to use the ABTA / Chartered Institute of
 
Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to
 
agree for mediation to go ahead. The aim is to help you resolve your dispute in a
 
quick and cost effective way. Details on request or from www.abta.com.
 
Meals
 
If meals are part of an accommodation package, the number of meals depends
 
on the number of overnight stays. Full board normally includes breakfast, lunch
 
and dinner. Half board normally includes breakfast and either lunch or dinner,
 
depending on the package. Accommodation, which includes main meals
 
generally, commence with dinner on the day of arrival at the hotel and terminate
 
with breakfast (on half board) or lunch (on full board) on the day of departure. If
 
one or more meals cannot be taken, no refunds will be made.
 
The Customer is reminded that, unless specified otherwise on the Website, drinks
 
are not included with meals. If drinking water is not available, the Customer will
 
bear the cost of buying it himself / herself.
 
Parents are advised to bring special food for their baby with them, as this is not
 
always available locally.
 
Taxes
 
The local authorities in certain countries may impose additional taxes (tourist tax,
 
etc.), which have to be paid locally (e.g. at the hotel). You are exclusively
 
responsible for paying such additional taxes.
 
Car hire
 
Car hire services are offered separately or as part of a package holiday or Flight-
 
Plus. These Services are subject to the Rules and Restrictions of the car rental
 
companies.
 
For reservations of "Supplier Special Rate" offerings, the Supplier will provide the
 
use of the car directly to Customers and Travel Queen acts merely as an
 
intermediary in the transaction. Travel Queen, acting on behalf of the Supplier will
 
collect the price of the car hire from Customers. However the amount payable by
 
Customers may not be the full contractual price for this rental; Travel Queen may
 
in its discretion make a contribution on behalf of a Customer to the rates payable
 
for booking car hire. In these cases the rates displayed on the Website reflect the
 
total price less any contribution by Travel Queen and show the amount payable
 
by Customers. In the event of any permitted refund, Customers shall not be
 
entitled to a refund of more than the amount actually paid by them.
 
See Car Hire Terms & Conditions below.
 
Complaints
 
The contract for your arrangements is between you and the supplier and any
 
queries or concerns should be addressed to them. If you have a problem whilst
 
on holiday, this must be reported to the supplier or their local supplier or agent
 
immediately. 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 wish to complain when you return home, write to the supplier as set out in
 
your booking confirmation. As your agent, Travel Queen can assist and manage
 
the complaint on your behalf aiming to respond fully within 28 days. If the matter
 
cannot be resolved and it involves us or another ABTA member then it can be
 
referred to the arbitration scheme arranged by ABTA, details of which are set out
 
in these booking conditions.
 
Building Work
 
From time to time, renovation or refurbishment and its associated noise are
 
unavoidable at a hotel. If we are notified of such works we will inform you before
 
you make your booking or within a reasonable time of us being notified.
 
Elderly/Disabled Clients
 
We are able to make enquiries of the supplier about the suitability of
 
arrangements for you and provide replies prior to booking. You must make all
 
requests before a booking is confirmed.
 
Delivery of Documents
 
All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by post
 
or email. Once documents leave our offices we will not be responsible for their
 
loss unless such loss is due to our negligence. You must pay any charges made
 
by suppliers if tickets or other documents need to be reissued.
 
Passports, Visas and Health
 
We can provide general information about the passport and visa requirements for
 
your trip, but this is for guidance only and it remains your responsibility to check
 
the requirements before you travel. Your specific passport and visa requirements,
 
and other immigration requirements are your responsibility and you should
 
confirm these with the relevant Embassies and/or Consulates. Neither we nor the
 
supplier accept any responsibility if you cannot travel because you have not
 
complied with any passport, visa or immigration requirements. Most countries
 
now require passports to be valid for at least 6 months after your return date. For
 
more information on passports please visit
 
https://www.gov.uk/browse/citizenship/passports
 
Please take special note that for all air travel within the British Isles, airlines
 
require photographic identification of a specific type. Please ask us for full details.
 
We can provide general information about any health formalities required for your
 
trip but you should check with your own doctor for your specific circumstances.
 
Up to date travel advice can be obtained from the Foreign and Commonwealth
 
Office, visit www.fco.gov.uk.
 
Force Majeure
 
Except where otherwise expressly stated in these booking conditions we will not
 
be liable or pay you compensation if our contractual obligations to you are
 
affected by any event which we or the supplier of the service in question could
 
not, even with all due care, foresee or avoid. These events can include, but are
 
not limited to war, threat of war, civil strife terrorist activity and its consequences
 
or the threat of such activity, riot, the act of any government or other national or
 
local authority, industrial dispute, natural or nuclear disaster, fire, chemical or
 
biological disaster and all similar events outside our control or the control of the
 
supplier concerned.
 
Conditions of Suppliers
 
Many of the services, which make up your holiday, are provided by independent
 
suppliers. Those suppliers provide these services in accordance with their own
 
terms and conditions. Some of these terms and conditions may limit or exclude
 
the supplier's liability to you, usually in accordance with applicable International
 
Conventions. Copies of the relevant parts of these terms and conditions are
 
available on request from us or the supplier concerned.
 
Behavior
 
Please be aware that the booking conditions of the supplier will normally state
 
that your stay can be terminated, with no refund, if the behavior of your party falls
 
below an acceptable standard. Suppliers will also often require you to pay for any
 
damage you cause to the accommodation in resort. We are under no obligation to
 
you if any event such as this occurs. You agree to indemnify us for the full
 
amount of any claim (including all legal costs) made against us by the supplier or
 
any third party as a result of your conduct.
 
Final Travel Arrangements
 
Please ensure that all your travel, passport, visa and insurance documents are in
 
order and that you arrive in plenty of time for checking in at the airport. It may be
 
necessary to reconfirm your flight with the airline prior to departure. Please ask us
 
for details at least 72 hours before your outbound flight. You should take a note of
 
any reference number or contact name when reconfirming. If you fail to reconfirm
 
you may be refused permission to board the aircraft and you are unlikely to
 
receive any refund.
 
Car Hire Terms & Conditions
 
How to Make a Booking
 
Making a reservation with Travel Q Ltd(Travel Queen) couldn't be easier. Simply
 
book online using our website or call our Reservation Centre on 02037444207 or
 
email us at info@travelqueen.co.uk.
 
Bookings may be made online or by calling our Reservations Centre on
 
02037444207 or through your travel agent. You must pay us or your travel agent
 
a deposit of A - A£25 (or such other amount advised at the time of booking) upon
 
making your booking, with the balance of the total price for your car rental,
 
including any optional extras, being due to us six weeks before the scheduled
 
vehicle collection date. Bookings made six weeks or less before the collection
 
date must be paid in full at the time of booking. If we do not receive your balance
 
by the due date, we may cancel your booking and keep your deposit. Payments
 
made to your travel agent in respect of your booking with us shall be deemed to
 
be a payment to Travel Queen.
 
Your booking is confirmed and a contract between us exists when we issue our
 
confirmation invoice, provided that you have made the booking payment due to
 
us or your travel agent on our account. Please check your invoice carefully and
 
report any incorrect or incomplete information to us immediately. You must
 
ensure:
 
that the lead driver name is the same as shown on your driving license
 
that the age is correct at time of vehicle pick up
 
Payments must be made by debit card or credit card. Payments by credit card will
 
incur a credit card fee of 2% based on the total cost of your car rental price and
 
any optional extras you have booked. Payments for bookings online are made via
 
our secure payment site.
 
Your car rental voucher will be issued within a reasonable time prior to your pick
 
up date.
 
Your contract with Travel Q Limited
 
We arrange car rental for our customers (" you ") with independent car rental
 
suppliers, so when you make a booking with us, either via our website or through
 
your travel agent, you enter into a contract with Travel Queen acting as principal
 
in relation to the arrangement of your car hire.
 
When you collect your car, you will also be required to enter into a contract with
 
the individual car rental supplier, which contains your responsibilities in relation to
 
the rental vehicle. You should satisfy yourself that you understand and agree to
 
those terms and conditions before you accept your car, as you will be legally
 
bound to the supplier under that contract. *A copy of the standard Rental
 
Agreement used by the supplier in the country where you are hiring your vehicle
 
can be supplied to you before you make your booking if you should request it.
 
Please also refer to clause Your rental car.
 
Our Prices
 
Our car rental prices are correct at the time of publishing on our website. Prices
 
shown are for the group of car (see below) and requested rental period. We
 
reserve the right to alter any of our advertised prices at any time before your
 
contract is confirmed. You will be advised of the current rental price together with
 
the cost of each optional extra that you choose, before your contract is confirmed.
 
(Note that where seasonal rates apply, the rate will be the rate applicable on the
 
date of collection, even if the period of hire extends into another season, unless
 
otherwise advised.)
 
What is included
 
 Unlimited mileage (except where stated otherwise)
 
 Collision damage waiver (CDW)/ Loss Damage Waiver (LDW)
 
 Third party insurance
 
 Theft protection insurance
 
 VAT
 
 Airport fees and all local taxes (except where stated otherwise)
 
 Supplementary Liability Insurance
 
What is excluded
 
 all charges and taxes payable directly to the car rental supplier on
 
collection of your vehicle and which include, without limitation, fuel, special
 
request items (such as roof racks and child/baby seats), any additional
 
drivers and/or young driver surcharges, and any local charges for delivery
 
and collection out of hours or one way airport fees, as these vary
 
according to the location of the collection point. We will advise you of
 
additional charges and taxes when you make your booking;
 
 our optional extras, such as Maxi Control, Maxi Fun and Where2 GPS
 
Navigation which are priced separately at a daily or weekly rate on our
 
website;
 
 any insurance not included above.
 
Tesco Token Vouchers & Limited Availability
 
On occasions due to limited availability on a Tesco Reward Token reservation the
 
maximum token voucher allowance will be as stated in the price brackets. Please
 
check an alternative date and for the full terms and conditions please see the
 
Tesco Rewards website.
 
Flight Information
 
For all airport pick ups, it is imperative that Car Hire Company is given the correct
 
outbound flight number and estimated arrival time. If this is not known to you at
 
the time of booking, please ensure that you inform the reservation Centre at least
 
7 days prior to departure. If we are not provided with the correct flight information
 
in good time, no responsibility can be accepted or compensation allowed for a
 
failed rental.
 
Delivery and Collection
 
Collection of the rental vehicle is normally at the airport or the local suppliers
 
office. In some locations deliveries are available. Where clients require their car to
 
be delivered to their accommodation, full details of the address and time of
 
delivery must be given to Car Hire Company at the time booking. In some cases,
 
a delivery and/or collection charge may apply. Details from the reservations
 
Centre.
 
Out of Hours Charges
 
Car Hire Company is happy to arrange for the vehicle to be available at the
 
airport even outside working hours. However, in some cases, this will attract an
 
'out of hours' charge, details of which will be given to you at the time when we are
 
informed of the outbound flight details. This charge may apply to both the
 
outbound and inbound flights. Please also note that should the flight be delayed,
 
causing collection of the rental to fall within 'out of hours' times, this charge will
 
also apply. Car Hire Company cannot accept responsibility where there is no out
 
of hours service available.
 
Deposits & Petrol
 
Most car hire companies require a deposit, which varies by destination, to cover
 
the Insurance Excess, petrol in the car and other charges incurred during the hire
 
such as speeding or parking fines. A valid major credit card must be used in most
 
locations and must be in the name of the lead driver. Debit cards are NOT widely
 
accepted. Cars are normally supplied with a full tank of fuel and must be returned
 
full. However this depends on each individual supplier, the fact sheet and voucher
 
will provide information relating to petrol charges for the specific hire.
 
Drivers Age
 
The minimum and maximum age for all hires is stated on the fact sheet at the
 
time of booking and on the car hire voucher as this varies according to location
 
and supplier. However, it may still be possible to rent a car with Car Hire
 
Company if the client falls outside of the required age, by paying a surcharge
 
locally. Speak to Reservations for details.
 
Additional Drivers
 
Charges may apply for additional drivers in certain locations, payable locally.
 
Please refer to the online fact sheet or call reservations for further details. All
 
additional drivers must produce their driving license to the local supplier before
 
they drive the vehicle otherwise the insurance will become invalid.
 
Period of Hire/Daily Rate Calculation
 
In most destinations, the minimum period of hire is 3 consecutive days, however
 
shorter durations may be available in some locations. Hire periods are calculated
 
on a 24 hour basis. After collection of the car, extensions of the hire period will be
 
charged by the local car hire company at the local daily rate (which may be
 
considerably higher). It may be possible to extend by calling the Travel Queen
 
Centre, who will endeavor to make the extension to the rental at our low pre-
 
booked rates, however, we cannot always guarantee this. Please note that
 
missed return deadlines will be charged locally. Please note that no refunds will
 
be made for vehicles returned early.
 
Personal Accident Insurance (PAI)
 
This optional insurance may be covered by the clients own holiday insurance.
 
Please advise them to check this before they travel. If they require PAI, it can be
 
taken out locally on collection of the hire car for an additional fee.
 
One Ways
 
One-way rentals are always on request at the time of booking and must be
 
confirmed in advanced. Charges may apply and will be payable locally.
 
Special Requests
 
Child seats: these are mandatory in most countries and must be requested at the
 
time of booking. However at Car Hire Company, we cannot guarantee their
 
availability and recommend that you take your own. Ski racks, snow tyres, snow
 
chains and Sat Nav are available in many locations at an extra charge payable
 
locally but must be requested at the time of booking. The availability of all Special
 
request items cannot be guaranteed by Travel Queen in advance and no
 
responsibility can be accepted by Travel Queen for unavailable items on arrival or
 
indeed any aspect of any special request items that are payable locally.
 
Local Charges
 
The costs and conditions of all incidental items such as the special requests and
 
extra drivers are subject to local tax.
 
Not included in the cost of the hire
 
Petrol, personal accident insurance, special request items and where applicable
 
young driver surcharges and additional driver charges. All costs payable locally.
 
Please note that there are some insurance exclusions.
 
Documentation
 
Your client must have the pre-paid car hire voucher to collect their rental vehicle.
 
This will be emailed to you once payment has been received or as per the terms
 
of your account. If you do not receive the car hire voucher then you must inform
 
Travel Queen in order for us to email a duplicate. No refunds will be given for
 
failed hires due to lack of a voucher or of non-production of the pre-paid voucher.
 
Please advise your clients to keep all rental documentation for 28 days after
 
returning home.
 
Driving License
 
Drivers must produce a full driving license written in the English Alphabet and
 
held for at least two years or (some suppliers) at least 12 months minimum
 
driving experience and in some countries there is an additional surcharge payable
 
locally for drivers under 25 years. Please check with us for age limits and
 
surcharges when booking. Our reservations staff should be informed at the time
 
of booking of any endorsements on the driver's license as in some cases, hire will
 
not be possible with certain types of endorsements. No refunds will be given for
 
rentals aborted due to non-production of any driving license or non- disclosed
 
endorsements. Faxed or photocopied licenses are not acceptable. Non EU
 
licence holders should check with the embassy of the particular country they are
 
travelling to as some may require the driver to have an International Driving
 
Permit or other special documentation. US and Canadian license holders cannot
 
rent vehicles in the US and Canada.
 
Drivers must hold and produce on the collection of their rental car an original full
 
and clean national driving licence from their country of residence for at least one
 
year (some car rental companies may require up to 3 years depending on the
 
vehicle type). No photocopies or fax copies are accepted. In some cases an
 
international driving permit may be required. Drivers holding a photo card British
 
driving licence must also present the paper endorsement sheet that was issued
 
with the licence. You must inform our reservations agent of any endorsements on
 
the driver's licence, as we may not be able to take your booking. A car rental
 
supplier may refuse to rent a car to a person with endorsements on their licence
 
or who, in their opinion, is unfit to drive or does not meet eligibility requirements.
 
No refunds will be given for rentals rejected due to non-production of a driving
 
licence or non-disclosed endorsements. See clause 11 for further details of your
 
responsibilities.
 
Insurance
 
When you arrange your car rental with Travel Queen, the car rental supplier will
 
include collision damage waiver, third party insurance cover and theft protection
 
insurance cover as part of the car rental price. Click here for a general summary
 
of what these insurances typically cover. Note that most car rental suppliers
 
require a deposit to be paid by credit card on collection of your rental car to cover
 
your liability for any excess due on your collision damage waiver. You may wish
 
to take the additional insurance to cover any excess that may be due in the event
 
of damage to or theft of your rental car, for example, our SuperMax insurance
 
cover.
 
THE MINIMUM REQUIRED INSURANCE FOR YOUR RENTAL IS INCLUDED.
 
SHOULD YOU SIGN FOR OR PURCHASE ANY ADDITIONAL INSURANCES
 
FROM YOUR CAR RENTAL SUPPLIER. AFFORDABLE CAR HIRE CANNOT
 
BE HELD RESPONSIBLE FOR THESE ADDITIONAL CHARGES.
 
Your car rental contract does not include any insurance to cover personal injury
 
or accident to you and we strongly recommend that you purchase additional
 
insurance to cover this, as well as the cost of cancelling your car rental contract
 
and any repatriation that you need. If you are hiring your car as part of a holiday
 
abroad, your travel insurance policy may cover these.
 
In common with most car rental companies, the insurance cover included in the
 
contract price does not cover damage to or theft of tyres (including punctures),
 
wheels, windscreens, the interior of the vehicle, contents of the car in the event of
 
theft, undercarriage, roof damage (if roof rack is fitted), wing mirrors and coded
 
keys (whether lost or locked in vehicle).
 
Rental cars are not covered under insurance when driving on unmade roads or
 
taken into another country without prior notification/permission, or if you drive
 
under the influence of alcohol or drugs. The renter may therefore be liable for the
 
cost of any damage.
 
See the terms of the insurances and the suppliers' terms and conditions.
 
Your rental car
 
All rental cars that we arrange with our suppliers are subject to availability. Cars
 
are classified in groups based on the specifications of the car (e.g. "Ford Fiesta or
 
similar") and so when you make a booking with us, we may arrange the supply of
 
a different make, model or fuel type to the car shown on your booking, as long as
 
the vehicle has a similar size and specification.
 
At the time of collection the renter (lead driver) is required to sign a contract/rental
 
agreement with the local car rental company. Please ensure you have read this
 
contract fully and have checked with the supplier if you are unsure of any details.
 
Once signed, the renter accepts the terms and conditions of the company and
 
Travel Queen have no liability under that agreement.
 
The rental vehicle has been booked based on the information given by you or
 
your travel agent at the time of booking. If you decide to upgrade locally you are
 
liable for all upgrade charges. Please ensure that you read all documentation
 
thoroughly before signing.
 
Additional items such as baby/child seats, roof racks, ski racks, snow chains,
 
satellite navigation and consoles, as advertised on our website, must be
 
specifically requested at the time of booking. They are also subject to availability
 
and cannot be guaranteed at any time. In most cases a small charge will be made
 
and may be subject to local taxes and surcharges. This is payable to the supplier
 
on collection of the car.
 
Mechanical difficulties/Accidents
 
In the event of any mechanical difficulties or accident involving your clients rental
 
vehicle, it is imperative that details are reported to the local car hire company
 
straight away. They should also notify the local police in the case of accidents
 
and a signed police report obtained. They should also obtain full details of any
 
third parties involved. Authority to repair or replace a vehicle must be obtained
 
from the local car hire company supplying their vehicle and whose name and
 
address appears on the voucher and rental agreement. They should retain copies
 
of all rental documentation in the event that an insurance company becomes
 
involved. Compensation cannot be considered when this procedure is not
 
followed correctly.
 
If they are dissatisfied in any way with the standard of the vehicle upon collection
 
or during the rental, they must report this to the car hire company immediately. It
 
is difficult for Travel Queen to assess any issue raised made regarding the
 
standard of their rental on completion of hire.
 
Provision of Vehicles
 
Please be aware car hire suppliers can refuse to provide a vehicle to any
 
customer who is, in their opinion unfit to drive or does not meet eligibility
 
requirements. In such cases, the contract with us becomes void and we will have
 
no further liability to the client or the agent/tour operator.
 
Driving Restrictions
 
Restrictions may be applicable when crossing country or state borders. Please
 
advise our reservations department at the time of booking if your clients plan to
 
drive out of the country of vehicle collection. Charges may sometimes apply for
 
additional insurance and if so these are payable locally, but please check for
 
further information with our reservations department. Cars are NOT allowed to be
 
driven off road or on un-tarmaced surfaces. This applies to all car types including
 
4x4's. The insurance will become invalid.
 
Amendments to your booking
 
After our confirmation has been issued, any requests for changes must be sent to
 
us in writing by email, fax or post by the person who made the booking. We will
 
do our best to try to arrange your requested changes with the supplier; however,
 
we cannot guarantee that we will be able to make the changes requested.
 
Amendment fees will be charged in accordance with the table below to cover our
 
administration costs, plus any charges made by the car rental supplier.
 
Honorarios Enmienda (por reserva)
 
Minor Change:
 
E.g. Name & Time - £5.00
 
Major Change:
 
E.g. Car type, Dates & Location - £0.00
 
For calls to our emergency phone that constitute an amendment - 25.00 GBP
 
Note that our prices may have increased between the date of your original
 
booking and the date you request any amendments and if there is a material
 
change to your booking such that it is effectively a new booking, you will have to
 
pay the price that applies on the date of the amendment.
 
All booking amendments inside 14 days will be charged at A - A£25.00 regardless
 
of the change.
 
Insurance Excess and Exclusions
 
With all our car rental partners, your client will be required to leave a deposit
 
when collecting their vehicle, to cover the Collision Damage Waiver excess and
 
any exclusions on the insurance such as damage to tyres, windscreen and
 
windows, wing mirrors, undercarriage, clutch, roof, interior, any damage to the
 
locks and any towing charges or loss of keys.
 
If the vehicle is damaged during your hire, this amount is retained by the local car
 
hire company to cover the cost of repair. If, however, your client has opted to take
 
out our Tyre and Glass Waiver (DEW) or Super Damage Excess Waiver (SDEW),
 
then this may be reclaimable as per the instructions below.
 
Tyre and Glass Waiver (DEW) and Super Damage Excess Waiver
 
(SDEW)
 
Our DEW covers damage to the tyres, rear windows, windscreen, wing mirrors
 
and passenger windows. Providing the vehicle is used in accordance with the
 
terms and conditions of the rental agreement, this additional cover will allow your
 
clients to claim back the cost of any damage to these items from Our Car Hire
 
Partner. This does not waive the requirement of the insurance excess deposit,
 
required by credit card in the lead drivers name at the start of the hire the amount
 
of which will be authorised and held aside for the duration of the hire.
 
Our SDEW (Super Damage Excess Waiver) covers damage to the vehicle in the
 
event of an accident and providing the vehicle is used in accordance with the
 
terms and conditions of the rental agreement will enable you to claim back the
 
insurance excess from us on your return. The SDEW also covers damage to the
 
tyres, windows, windscreen, rear window, wing mirrors and passenger windows.
 
This does not waive the requirement of the insurance excess deposit, required by
 
credit card in the lead drivers name at the start of the hire the amount of which
 
will be authorised and held aside for the duration of the hire.
 
To reclaim the Insurance Excess in the case of an accident where the DEW or
 
SDEW is included then you must send us the following items;
 
1. Your Car Hire Reference number
 
2. Rental Agreement
 
3, Damage Invoice
 
4. Supplier Accident Report (You must report all accidents/damage to the local
 
supplier)
 
5. Police Report (if a third party is involved the accident must be reported to the
 
police)
 
6. Customer Credit Card statement showing the transaction.
 
The excess will not be reimbursed in the following cases;
 
. If the accident/damage is not reported to the local supplier immediately.
 
· If an accident involving a third party is not reported to the police and a police
 
report obtained
 
· damage incurred due to failure to comply with the rental conditions
 
· damage incurred due to driving under the influence of alcohol, drugs or
 
medication.
 
· loss of or damage to the car keys · private objects that are stolen from the
 
vehicle or damaged
 
· subsequent costs such as towing costs, hotel accommodation, phone costs etc.
 
• DEW/SDEW is not applicable where the vehicle has been driven with undue
 
care and attention, on un-tarmaced roads, negligently or if the driver has
 
been under the influence of drugs or alcohol. The cost of the excess will
 
not be waived in any of the above circumstances and you may be liable for
 
the full amount.
 
• DEW/SDEW does not cover the loss or damage of car keys and where
 
replacements have to be found, and any costs directly involved with the
 
theft of a vehicle.
 
• DEW/SDEW does not cover vehicles taken off road.
 
• If paid for locally, DEW/SDEW can cost up to EUR30.00 per day. With Your Car
 
Hire, the cost is only £2.50 per day for Tyre and Glass Waiver and £4.50
 
per day for Super Damage Excess Waiver.
 
The contents of the car are usually covered under a client's own travel insurance.
 
Please check this before travelling.
 
Additional Conditions Applicable in the USA Canada and Australia
 
As we utilise a number of different suppliers in the USA, Canada and Australia,
 
please call our reservations centre who will be happy to go through any special
 
conditions applicable to the supplier that your booking has been made with. US
 
and Canadian licence holders are not able to hire cars in the US and Canada.
 
As of May 2004, a new Facility Charge has been adopted by Miami International
 
Airport and Las Vegas International Airport. These fees are put in place by the
 
Government and are payable upon arrival by cash or credit card. The charge at
 
Miami Airport has been set at $3.48 per day inc. tax. Las Vegas Airport is set at
 
$3.34 inc. tax per day.
 
Claims will only be considered if all relevant paperwork is received within 90 days
 
of the hire end date(check Terms & Conditions by Car Hire Supplier).
 
General Conditions
 
All bookings are confirmed when full payment is received and are subject to
 
Travel Queen terms and conditions. No other terms, conditions and warranties,
 
expressed or implied by law, custom and course of dealing shall form part of any
 
contract between Travel Queen and clients except for those terms implied by law
 
whose application is mandatory.
 
The client acknowledges that in making a booking with Travel Queen it does so
 
only on the basis of the material contained in the car hire invoice/voucher. All
 
other statements or representations made by Travel Queen, its employees, or
 
agents are of no effect unless confirmed by us to the client in writing.
 
Your Travel Queen act as a broker for the hire companies and a contract will be
 
taken with the car hire company supplying the car. Clients will then be subject to
 
the terms and conditions of that contract and the laws of the country where the
 
rental has taken place.
 
Travel Queen accepts no responsibility for and shall not be liable in respect of
 
any loss, damage, alterations, delays or changes arising from, for example, civil
 
strife, industrial dispute, including air traffic control disputes, terrorist activity,
 
natural and nuclear disaster, fire or adverse weather conditions, unavoidable
 
technical problems with transport, closure or congestion of airports or ports,
 
cancellation of scheduled airlines and financial failure of airlines.
 
Travel Queen and the car hire supplier reserves the right to levy any government
 
increase in tax or change in law, which results in additional cost after the
 
confirmation in the reservation.
 
Travel Queen liability to the client for any loss, damage, injury or accident what so
 
ever, whether arising out of negligence, breach of contract, or any other cause
 
shall not exceed twice the invoiced price of rental of the vehicle concerned
 
provided that nothing in this clause shall limit Travel Queen or Car Hire Supplier
 
liability for death or personal injury caused by its negligence.
 
Travel Queen or Car Hire Supplier will not be held responsible for anyone driving
 
under the influence of alcohol/drugs, causing willful damage, off road driving or
 
driving without due care and attention. The client will indemnify Travel Queen or
 
Car Hire Supplier against this in respect of such claims.
 
The client is responsible for all parking and driving violations.
 
Number of passengers
 
All vehicles booked through Travel Queen or Car Hire Supplier are insured for a
 
maximum number of people. We cannot accept responsibility where a vehicle is
 
not big enough to fit all passengers and luggage on arrival if full details were not
 
given at the time of booking. In the interest of safety, this number must not be
 
exceeded and the insurance on the vehicle will be invalidated.
 
Cancellation Policy
 
Cancellations must be made in writing to Travel Queen. Cancellation charges
 
may apply depending on the terms of your contract. However, no refunds will be
 
given for cancellations made after the pick up time, no shows, partially used
 
vouchers, failure to produce the pre paid voucher or for cancellations made
 
directly with the car rental company.
 
Please Note: If you have booked via a Cashback or Voucher / Discount Code
 
Website the loss of deposit will be applicable if cancelled outside of 7 days of pick
 
up date. The deposit amount will be 20%. Cancellations are ONLY accepted
 
when received in writing from the lead driver by Car Hire Company.
 
Original rental vouchers must be presented to us before any payments can be
 
refunded. We will have no liability to provide a refund if the supplier does not
 
provide the rental car to because you fail to produce the necessary documents on
 
collection (Please refer to clause Your responsibilities) or if you return the car
 
before the agreed drop-off date.
 
Changes or cancellations by us
 
We reserve the right to change or cancel your booking.
 
If we make a change to your booking, other than as a result of circumstances
 
beyond our control (as defined below), and you don't want to accept it, you can
 
take any alternative car rental we are able to offer you (in which case you will pay
 
the increase in cost if the replacement is advertised at a higher price than your
 
original booking, or receive a refund of the difference if it is less expensive) or you
 
can take a refund of the money you've paid to us. This does not apply where the
 
change is not material.
 
Examples of non-material changes include, but are not limited to, change of car to
 
a similar size or specification. We will not be liable for any change that results
 
from circumstances beyond our control.
 
If we have to cancel your booking, other than as a result of circumstances beyond
 
our control (as defined below) again, we may be able to offer you an alternative. If
 
you accept it, you would pay the difference if it was advertised at a higher price
 
than your original car rental, or receive a refund if it was advertised at a lower
 
price. Or we will simply refund the monies you have paid us for your car rental.
 
We will not be responsible to pay any compensation following a change or
 
cancellation by us. Any amendment or cancellation fees you incur in terms of
 
other arrangements you have made with other providers under separate contracts
 
or the cost of securing alternative car hire are not claimable from us.
 
"Circumstances beyond our control"
 
Travel Queen cannot be responsible if a Technical error, that can occasionally
 
happen from a car hire supplier’s electronic live api/xml feed in relation to pricing
 
or availability.
 
Our responsibility for your booking
 
Travel Queen has a duty to use reasonable skill and care in selecting car rental
 
suppliers to provide your car hire and in making your car rental arrangements with
 
those suppliers. We will be liable to you if we have breached those duties.
 
Therefore, provided we have selected your car rental supplier with reasonable
 
skill and care, we have no liability to you arising out of the car rental itself or any
 
acts or omissions of the supplier or others.
 
Without limitation to the above, Travel Queen also has no liability in the following
 
situations:
 
 where the car rental cannot be provided as booked due to circumstances
 
outside our control (as defined in above);
 
 where you incur any loss or damage that could not have been foreseen at
 
the time of your booking, based on the information provided by you;
 
 where you incur any loss or damage that relates to any business activity;
 
and
 
 where any loss or damage relates to any services that do not form part of
 
our contract with you.
 
Examples of non-material changes include, but are not limited to, change of car to
 
a similar size or specification. We will not be liable for any change that results
 
from circumstances beyond our control.
 
If we have to cancel your booking, other than as a result of circumstances beyond
 
our control (as defined below) again, we may be able to offer you an alternative. If
 
you accept it, you would pay the difference if it was advertised at a higher price
 
than your original car rental, or receive a refund if it was advertised at a lower
 
price. Or we will simply refund the monies you have paid us for your car rental.
 
Your responsibilities
 
Without limiting any of your responsibilities under any other section of these
 
booking conditions, the following are your responsibilities under your contract with
 
us:
 
If you are collecting your car at the airport, you must provide us with the correct
 
outbound flight number and estimated arrival time when making your booking. If
 
not possible at the time of booking, please ensure this information is provided to
 
our Reservations team more than 7 days before your car collection date. If we are
 
not supplied with the correct flight information in good time and as a result, the
 
car rental supplier does not have a car for your collection at the time specified in
 
your booking, neither we nor the supplier has any liability to you. Note that if your
 
flight is delayed you may incur additional charges to the supplier for waiting time.
 
When picking up your rental car, you must present your original rental voucher
 
and your full valid driving licence (as detailed under Eligibility). Failure to present
 
the correct documentation may result in the supplier refusing to supply the vehicle
 
to you. No refund will be given in these circumstances.
 
You must pay the car rental supplier any charges and taxes not included in the
 
car rental price on collection of your vehicle (see Our Prices, What is excluded
 
above), as well as any deposit for fuel or excess required. We advise that ALL
 
named drivers carry a valid credit card. (Please note Prepaid Credit & Debit
 
Cards are NOT accepted)
 
If you have taken out SuperMax insurance or any other insurance to waive your
 
excess, it is your responsibility to notify this to the car rental supplier on collection
 
of your vehicle. Travel Queen is not responsible for any deposit or other payment
 
you make to the car rental supplier in relation to the excess.
 
You must not exceed the permitted maximum of passengers for the car.
 
Insurances may be invalidated if passengers exceed the permitted maximum.
 
You must check with the car rental supplier on collection, the arrangements
 
regarding fuel. Cars are usually supplied with a full tank of fuel and this is charged
 
for at the time of collection. Travel Queen is not liable for the arrangements
 
regarding fuel.
 
You must conduct a thorough check of the condition of the car before accepting it
 
and you must note any scratches or dents on the supplier's car rental contract.
 
Where deposits are required to be made with the car rental supplier, a major
 
credit card is usually required for these purposes. The credit card holder should
 
be the main driver otherwise additional charges may apply. Direct debit cards are
 
not accepted for deposit purposes and cash deposits are seldom accepted
 
(please check when booking).
 
If driving across different countries, states or provinces please check that this is
 
permitted by the supplier before doing so and note that this may be charged for.
 
Failure to obtain prior permission may result in the renter's insurance policy being
 
void and the renter may then be subject to all charges personally.
 
(Please check with Reservations).
 
In the U.S.A. if you drive through an ORT (Open Road Tolling) lane you will not
 
be given the option to pay for the toll but will automatically activate the E Toll pass
 
in your vehicle. You will then be charged $10 a week for the whole rental as well
 
as each toll charge. To avoid this always go through a 'pay lane' and pay cash for
 
your toll. Failure to pay for tolls will incur a police citation and $100 fine.
 
Upon collection of your vehicle and during the hire, if you are dissatisfied in any
 
way with the standard of the vehicle, you must report this to the rental supplier
 
immediately and to Travel Queen in writing within 28 days of your return. Please
 
refer to Complaints.
 
In case of breakdown or mechanical difficulties, you must immediately call the car
 
hire company, whose telephone number will appear on the rental agreement.
 
Authority to obtain repairs or replacement cars must be given by the local car hire
 
company. If you are involved in an accident in the hire car, the local police and
 
the car hire company must be informed, even if there is no damage excess. You
 
must keep copies of any relevant documentation you are asked to complete.
 
You are responsible for any parking fines, tow away charges or impounding fees
 
incurred by you. Please note that this rule also applies to airport waiting areas
 
and cars must be redelivered to points as instructed at time of collection.
 
Complaints
 
Any problem that arises during your car rental period should be raised with the
 
car rental supplier or with the Travel Queen representative immediately who will
 
endeavor to put things right. In the event of a bigger problem resolve complaints
 
within 7 days of receiving full details in writing, however some complaints may
 
take longer due to the nature of the complaint. All complaints should be resolved
 
within 28 days.
 
IMPORTANT NOTICE!!!
 
In case of theft, accident, or damage to the vehicle, whatever the extent of
 
damage, driver must give a written statement to the supplier, otherwise he is
 
considered totally responsible for the damage.
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