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.
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.
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
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.
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
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
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
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
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
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.
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.
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.
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
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 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.
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
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
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.
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
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.
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
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
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
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.
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
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
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
 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
 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
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.
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
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
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
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
5. Police Report (if a third party is involved the accident must be reported to the
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
· 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
 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;
 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
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.
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.
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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