Company Name:
The Below booking conditions together with the important information, our privacy policy and any other written information we brought to your attention before we confirmed your booking form the basis of your contract with Scout My Holidays Ltd trading as Scout my holiday, a company registered in England with a Company Number: 12261619 and registered office address: 149 Prestwick Road, Watford, WD19 6EQ (“WE”, “US”, “OUR”). Please read them carefully as they set out our respective rights and obligations. The combination of travel services offered to you as a package i.e. your flight, accommodation, Cruise, transfer, excursion, ticket and any other services we feature on our website as defined by the Package Travel and Linked Travel Arrangements Regulations, therefore you will benefit from all EU rights applying to packages. References to “Supplier/Principal” means the third party supplier of the Travel Arrangements including but not limited to accommodation providers, transfer providers, car hire companies, airlines, tour operators and attraction providers. Our obligations to you may vary depending on whether or not what you have booked with us is a “package” as defined within the Package Travel and Linked Travel Arrangements Regulations 2018.
i. In these Booking Conditions, references to "you" and "your" refer to all persons named on the booking (including anyone added or substituted at a later date) or any of them. ii. By requesting confirmation of your booking, we are entitled to assume that the first named person on the booking agrees on behalf of all other named persons on the booking that you have read and accepted the booking conditions. iii. The person who makes the booking (referred to as the "lead passenger") must be at least 18 years old and a UK resident. They must have the authority to accept these booking conditions and accept financial responsibility for the booking's payment on behalf of all named guests. iv. Nothing shall constitute a binding contract between you and us until we have received the deposit due and we have sent to you written confirmation (which may come in the form of an email) that we have accepted your booking.
We act solely as an agent in connection with all bookings we accept and/or make on your behalf; however, our obligations to you in connection with your booking are contingent upon the nature of the booking. On our website, you can book multiple Travel Arrangements that combine to form a Scout My Holidays Ltd Multi-Contract Package, a third-party package (organised by a third-party Supplier/Principal), or a single component accommodation-only booking. All bookings are subject to the following terms and conditions :
2.1. Lead Passenger
2.2. Review your Details and API
2.3. Errors on your booking
2.4. Special Request
2.5. Sharing Information to Third Party
4.1. Low Cost Flight/ No Frills Flight
4.2. Charter Flights
4.3. Schedule Flights
4.4. Split/Connecting Flights
4.5. Out of Date Range Flights
4.6. Flight Changes
4.7. Additional Charges
4.8. Inflight Meals
4.9. Flight Delays
4.10. Tickets On Departure
4.11. Flight Time and Tickets
4.12. Baggage
5.1. Passport and Visa Requirements
5.2. Health and Vaccination Requirements
5.3. Fitness to Travel and Medical Conditions
5.4. Insurance
5.5. Our Service charges
5.6. Travel Advice
6.1. Your Obligation
6.2. Your Behaviour
6.3. Cutting Your Holiday Short
6.4. Additional Assistance
6.5. Airline Failure
6.6. Charges Payable Locally
7.1. PTS
7.2. ATOL and Insolvency Protection
8.1. In Writing
8.2. Amendment
8.3. Transferring Bookings
8.4. Higher Cancellation Fees
8.5. Cancellation
9.1. Amendment by Supplier to Third Party or Single Component
9.2. Amendment by us to a Scout My Holidays Package
9.3. Cancellation by us of a Scout My Holiday Package
9.4. Compensation in the event of Change or Cancellation by Us
12.1. Documentation & Information
12.2. Call recording
12.2. Call recording
15.1. Accommodation Rating and Standards
15.2. Building Work
15.3. Transfers
15.4. Car Hire
15.5. Car Parking
15.6. All Inclusive
15.7. Meals
15.8. Excursion
15.8.1. Excursions and Activities which do not form part of your package
15.8.2. Excursions and Activities which form part of your package
16.1. Multi-Contract Package
16.2. Third Party Packages
16.3. Single Component Accommodation Only Booking:
17.1. Scout My Holidays Package Arrangements ( 17.1.1 to 17.1.8)
17.2. Third-party packages and Single Components:
At the time of making your reservation, we will make arrangements for you to enter into a contract with the applicable Supplier/Principal of the Travel Arrangements, which will be specified on your confirmation invoice. If you book with us, your booking is subject to these Booking Conditions as well as the specific terms and conditions of the relevant Supplier/Principal(s) with whom you enter into a contract, and we recommend that you carefully read both prior to making your booking. According to the Supplier's or Principal's terms and conditions, the Supplier's or Principal's liability to you may be limited and/or excluded. If you do not already have copies of these documents, please ask us for them. When we send you confirmation on the Supplier/behalf, Principal's your reservation is confirmed and a contract between you and the Supplier/Principal is formed. For additional information, please refer to clause 2. If we have sold those Travel Arrangements in such a way as to create a Multi-Contract Package (please see clause 16.1 for more information), in which case we will accept responsibility for those Travel Arrangements as Package Organiser, we will not be liable for the acts or omissions of the Supplier/Principal or the Travel Arrangements provided by the Supplier/Principal.
Lead person on any booking with us accepts the full responsibility of providing all the relevant information within the Group I.e. names as per the passport, date of birth, passport numbers and collecting the Deposit/full balance payable for the booking and indemnifies “Scout My Holidays” against any loss from any individual failing to pay within your group. Lead passengers will be also responsible to submit any Advance passenger information of you and yours to any relevant suppliers/ principal of your arrangements to all the travel destinations. Lead person is also responsible for ensuring that all group members are aware they are bound by our terms and conditions.
Lead person on any booking with us accepts the full responsibility of providing all the relevant information within the Group I.e. names as per the passport, date of birth, passport numbers and collecting the Deposit/full balance payable for the booking and indemnifies “Scout My Holidays” against any loss from any individual failing to pay within your group. Lead passengers will be also responsible to submit any Advance passenger information of you and yours to any relevant suppliers/ principal of your arrangements to all the travel destinations. Lead person is also responsible for ensuring that all group members are aware they are bound by our terms and conditions.
As we act only as booking agents, we have no responsibility for any errors in any documentation except where an error is made by us. The booking information that you provide to us will be passed on only to the relevant Supplier/Principal of your Arrangements or other persons necessary for the provision of your Arrangements. We regret we cannot accept any liability if we are notified of any inaccuracy of any document within 48 hours of our sending out the confirmation.
Any special request we will endeavour to mitigate as we receive such as specific airline seating, dietary requirements or specific rooms) and will pass any special requests to the relevant supplier. However, we are unable to guarantee that such requests will be met and are not liable for any loss suffered in the event of such requests not being complied with. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Supplier/Principal is not confirmation that the request will be met.
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. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons ( Please see clause 19)
3.1. In order to confirm your holiday you must pay part or full payment as necessary by the supplier/ principal of the travel arrangement. Deposit and Balance collected by us to enter into contractual agreements on your behalf and are non-refundable. Additional charges may also apply for insurance and booking fees.
3.2. Where you have paid a deposit we must receive the full balance at least 84 days before departure (12 weeks) and in the case of the bookings including cruise at least 98 days (14 weeks) before departure or balance due date notified.
3.3. In case of the payment not received in full by balance due date “Scout My Holidays” will retain rights to cancel your holiday and retain the deposit paid. If promised by you to pay balance at the later date than the due date and still not received you will be also required to pay additional administration charges to us and we hold right to cancel your holiday. Failure to pay the balance by the due date will result in a £20 per person late payment charge.
3.4. Payment can be made using debit card, credit card, online bank transfer, made payable to “Scout My Holiday” there are no extra charges for any mode of payment although in relation to certain bookings a charge will be made for our own administration.
Your bank or card issuer may apply an additional foreign transaction fee for non-UK registered cards.
3.5. Booking date is the date shown on your invoice and not accepted until we issue an invoice. We reserve the right to cancel a booking which has been made at an incorrect price. Whereupon receipt will endeavour to place the booking for you at the same price, although this cannot be guaranteed. We will however notify you should there be an increase in price when we become aware of any such pricing error with an option of accepting the booking at the correct price of your holiday or booking an alternative holiday or receiving a full refund.
3.6. Your payment will be handled by our payment provider, in certain cases if we suspect any fraudulent activities we will reserve the right to cancel your holiday and transaction. To ensure the transaction of your debit or credit cards are not used without your consent we will validate the Name, address and other personal information supplied by you during the booking process and may use appropriate third party databases. By accepting these Booking Conditions you consent to such checks being made. A credit check is not performed and your credit rating will be unaffected.
For all flights (Charter/Schedule), we act as an agent for the ATOL holder through whom we book your flight. The name and ATOL number of that ATOL holder will be confirmed during the booking process and be listed on the ATOL Certificate issued to you where applicable. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
When booking a ``no frills” airline through our website or over the telephone, we will make full payment for most of the low cost airlines using your debit or credit card and are non-refundable. The payment will be processed by the airline who will issue the confirmed ticket upon receipt of the payment and you will be entering into a contract directly with the airline concerned and you will be subject to their terms and conditions which you must refer to on the relevant airlines website. We will issue a confirmation invoice that details our charges if any for the use of this service. This flight will not be ATOL protected however, our obligations are limited to making your booking with the airline and passing on to you the confirmed ticket which we receive. We will have no liability for the performance or non-performance of the flight or any other services provided by the airline or for the acts and/or defaults of the airline or any of its employees, agents, suppliers or subcontractors.
When you book your flight through us, we act as an agent for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider.
Where you have paid a low deposit to secure a scheduled flight booking, the price of your flight is subject to increase due to changes in the airline fuel surcharge and government taxes applicable to your flight. These costs are not confirmed and the price of your flight is not guaranteed until you have paid for your flights in full. If you wish to avoid the possibility of price increases, we would recommend paying for your flight in full at the time of booking.
Where booked connecting domestic or international flights on one booking or using different carriers or locators are booked either directly by client with airline or “Scout My Holidays” we are unable to accept liability for any change in flight time by the Carrier that would affect your onward or return travel arrangements and may not necessarily result in cancellation/refund of the other flights and holiday on your booking. Where we have made reservations for domestic or internal scheduled flights payment must be made at the time of booking and is non-refundable. This would be in addition to our standard deposit. If you are concerned about this, you will need to contact the airline for further information and as we act as an agent we will help wherever necessary.
When booking is made before the release of flights where flight details may not be available, we will inform you at the time of booking. And once the flights details become available we will inform you, if these result into significant changes to your holiday (Please refer Clause 9) we will offer you chose of accepting the changes arrangements, or accepting alternative travel arrangements, if available (we will refund any price difference if the alternative is of a lower value); or cancelling, in which case you will receive a full refund. We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.
Any amendments that we may make to the flight details, such as change in carrier, departure time and airport of departure would be considered as a minor change and would not be subject to any compensation or allow you to cancel reservations. The exception to this would be if the timings changed by more than 12 hours.
Please note that all additional charges are included in the total cost. Additional charges include airport taxes, fuel supplement, security fee and where applicable (when your flight is with a low cost airline) a card booking fee.
In flights meal are not included on any booking unless otherwise stated.
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. If you have taken out a travel insurance policy you should have cover against delays. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We cannot accept liability for any delay which is due to any of the reasons set out in clause 6.1 and 6.2 of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).
If you are collecting documentation from the airport, this will normally ONLY be your flight tickets. Please ensure that you have any other vouchers or insurance documents either emailed, posted or faxed to you before you depart.
All departure and arrival timings are given using the 24 hour system. Your flight tickets will state the most up to date flight time information, so please read them very carefully and ensure that you allow sufficient time to arrive at the airport, normally 2 hours before departure for short and mid to long haul destinations and 3 hours for long haul destinations. Tour operators make it a responsibility of the traveller to re- confirm their homeward flight at least 48 hours before departure. In accordance with EU Regulation 2111/2005, we are required to advise you of the actual carrier operating your flight/connecting flight/transfer, or if the actual carrier is not known at the time of booking, the likely carrier that will operate your flights. Where we are only able to inform you of the likely carrier we will tell you the actual carrier when we become aware of it. There is an EC Community List of carriers which are subject to an operating ban throughout Europe and we will not use one of these airlines. In the event that an airline is or becomes listed, you may be entitled to reimbursement or re-routing if your flight is cancelled because it is subject to an operating ban. Please refer to the CAA’s website www.caa.co.uk. It is imperative that you confirm your inbound flight details with the local office specified on your itinerary (not the Airport Authorities). Failure to do so may mean that you may miss your flight because the departure time has changed, or the airline may not allow you to board. We are not liable for any losses if you do not reconfirm your inbound flight. For passengers who will be 28 weeks pregnant at the time of the intended return flight, airlines require a medical certificate confirming the passenger is medically fit to fly. Airlines will not carry any passenger who will be 32 weeks or more pregnant by the end of the intended return flight. Please contact your doctor or the Department of Health for advice. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight. Flight timings on your confirmation invoice are for guidance only and subject to change. You must check your flight details and times on receiving your tickets and notify us immediately of any errors. The times quoted on your documentation are local times and you must check in at least 3 hours before the latest flight departure time advised by us, regardless of any anticipated delay. Seats are not pre-bookable and you are more likely to get seats that meet your requirements if you check in early. If your outbound journey is not utilised, the inbound flight reservation is automatically cancelled. We are not responsible for any losses if you arrive late for the specified check-in time for the flight, or lose your flight tickets.
Hand baggage is included free of charge. The allowance differs depending on the airline that you are travelling on. We recommend that you check this with your specific airline prior to travel as we cannot be held responsible for any items that exceed the weight/dimension allowance. There is no hold baggage included in your holiday cost unless otherwise stated. If you would like to add baggage to your reservation please contact our customer service team.
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. All information provided relates to British citizens who hold or are entitled to apply for a British passport. If you are not a British citizen and do not hold a British passport, you must make your own enquiries as to the applicable requirements. All customers (including children) who make a booking are required to hold a current 10 year passport. We will not be held responsible for any loss or delay that may occur as a result of the passport or visa not being produced for travel. The carriage of passengers and their baggage is subject to provisions of the applicable international conventions such as the Montreal Convention, national legislation and the carrier’s conditions of carriage. Your specific passport and visa requirements, and other immigration requirements are your sole responsibility and you should confirm these with the relevant embassies and/or consulates of the countries through or to which you are planning to travel. Requirements may change so you must check the up to date position in good time before departure. Neither we nor any Supplier/Principal 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. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit Regional Passport Office. Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov. For European holidays you should obtain a completed and issued form EHIC prior to departure. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, Foreign travel advice - GOV.UK Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country (is) through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
You are advised to contact your GP as soon as possible for up to date health advice and information for the destination you are travelling to. Certain vaccinations may be recommended but not compulsory and other health precautions may need to be taken to avoid any medical problems during your trip. It is your responsibility to act upon the advice given as the Supplier/Principal would not be liable for any such occurrences regarding health advice. Please check the Health office orders issued by the relevant country of travel.
We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen Travel Arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen tour. Acting reasonably, if the Supplier/Principal is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking on the Supplier/Principal’s behalf or, if you did not give us full details at the time of booking, we will inform the Supplier/Principal who may cancel it and impose applicable cancellation charges, when we become aware of these details.
You are required to 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, and some Supplier/Principals require you to do so. 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. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday. It is your responsibility to arrange adequate travel insurance to cover you and your party in respect of your booking. Your insurance should include cover against COVID-19 and other health related incidents which may affect or curtail your booking. If you choose to travel without adequate insurance cover, neither we nor the Supplier/Principal will be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
We do not offer/sell insurance and none of our prices includes insurance, therefore please we advise you to take out your travel insurance locally.
In certain circumstances we apply a service charge for the agency service we provide, in addition to any charge levied by the Supplier/Principal, please check with our reservation team and customer service team.
Up to date travel advice can be obtained from the Foreign and CommonwealthOffice at www.gov.uk/travelaware
Please ensure that ALL documentation is thoroughly read and understood. It is your responsibility to inform us of any discrepancies. Please note some suppliers may charge for amendments and unfortunately in these circumstances, the client will be responsible for any additional charges. Please ensure that you arrive in good time for your departure, we cannot be held responsible for your failure to do so.
You must conduct yourself in an orderly and acceptable manner and not disrupt the enjoyment of others. If in the Supplier’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or may cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Supplier may terminate your booking immediately with no further liability to you. You or your party may also be required to pay for loss or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or loss must be paid directly to the Supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions, together with all costs we incur in pursuing any claim against you.
If you breach these obligations we may cancel or curtail the event or any part of it and in those circumstances you shall not be entitled to any refund. You shall take out insurance suitable for your needs (including delays for events involving travel by land, sea, or air) before the event. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.If you return home early where a problem with the services provided does not reasonably justify it, we will not offer you any refund for the part of your holiday not completed or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment.
If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur if the difficulty is your fault.
In the unlikely event that the airline with which you are travelling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative flight home for you.
In addition to your holiday price you may have to pay charges locally in resort, such as city taxes, resort fees and breakage/security deposits. Please ensure you have sufficient local currency available at your destination.
"Scout My Holidays Ltd" is a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with ''The Package Travel, Package Tours Regulations'' all passengers booking with "Scout My Holidays" are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. Your money is fully protected and is held within an independent Trust Account, managed by Protected Trust Services Ltd of 307-315 Holdenhurst Rd, Boscombe, Bournemouth BH8 8BX and its Trustees, chartered accountants - Elman Wall Ltd of 8th Floor, Becket House, 36 Old Jewry, London EC2R 8DD.
By virtue of our Air Travel Organiser's Licence number 12178, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YZ, UK, telephone 0333 103 6350, email claims@caa.co.uk, we provide financial protection for Multi-Contract Packages that include flights. Some of the flights and vacation packages that include flights on this website are financially protected by the ATOL scheme. However, ATOL protection does not apply to all listed vacation and travel services. Before you make a reservation, this website will provide you with information on the protection applicable to each holiday and travel service offered. If you do not receive an ATOL Certificate, your booking will not be protected by the ATOL scheme. If you receive an ATOL Certificate but not all components of your trip are listed, those components are not ATOL-protected. Please refer to our booking conditions for more information, or visit caa.co.uk for more information on financial protection and the ATOL Certificate. When you purchase a Multi-Contract Package from us that includes flights, you will receive an ATOL Certificate. This section describes what is financially protected, where you can obtain more information about what this means for you, and who to contact if something goes wrong. For additional information, please visit www.atol.org.uk. As part of the ATOL Protection Contribution (APC) that we pay to the CAA, the price of our flight-inclusive arrangements includes £2.50 per person. This cost is included in the prices listed on our website. Not all of the vacation and travel services that we offer and sell will be protected by the ATOL Scheme. ATOL protection is primarily extended to travellers who book and pay within the United Kingdom and European Economic Area (EEA). We, or the suppliers identified on your ATOL Certificate, will provide you with the listed services (or a suitable alternative). In instances where neither we nor the supplier are able to provide the services you have purchased due to insolvency, an alternative ATOL holder may do so (at no extra cost to you). You agree to accept that, under these conditions, the alternative ATOL holder will fulfil these obligations, and you agree to pay any outstanding funds owed to the alternative ATOL holder under your contract. In the event that it is not possible to appoint an alternative ATOL holder, you are entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable). If we or the suppliers identified on your ATOL certificate are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) due to insolvency, the Trustees of the Air Travel Trust may make a payment to you (or provide you with a benefit) under the ATOL scheme. You agree that, in exchange for such a payment or benefit, you will assign your claims arising from or relating to the non-provision of the services, including claims against us, the travel agent, to the Trustees (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to a third party if that third party has paid you compensation under the ATOL scheme. We provide financial security for Multi-Contract Packages excluding flights through a trust account-held bond. Safeguarded Trust Service (PTS). If you book Travel Arrangements that are not included in a Multi-Contract Package, your funds are not protected. Please inquire for further information.
If you wish to amend, cancel or transfer the whole or any part of your booking after a confirmation has been issued, you must inform us in writing, by email as soon as possible. This should be done by the first named person on the booking and cancellation notices will take effect at the time we receive them.
Whilst we will do our best to assist, we cannot guarantee that we or any supplier/principal will be able to meet any requested change. Where we or any supplier/principal can meet a request, all changes will be subject to any applicable terms and conditions of a supplier/principal and the payment of an administration fee of £40 per person per change, as well as any further cost we incur in making the change such as increases levied by the airline, cruise line or any other supplier used to fulfil your reservation. You should be aware that these costs could increase the closer to the departure date that changes are made, and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you and Amendment charges are non-refundable. A cancellation fee may be payable in accordance with the charges set out in 8.5 ‘Cancellation’ below. Please ensure that you have received written confirmation of any changes to your booking prior to travel.
You may transfer the booking to another person. An administration charge will be made of £50 per person for transfer requests made more than 61 days before departure, and £75 per person within 61 days before departure. You must also pay any further costs we incur in making this transfer. As most airlines do not permit name changes after tickets have been issued, these charges are likely to include the full cost of the flight. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.
Higher cancellation charges may apply in cases where we know that the costs to us of cancelling your travel arrangements will exceed the standard charges. If this is the case we will inform you at the time of booking.
In the event that you wish to cancel a Single Component or a Third-Party Package, you will have to pay the cancellation charges imposed by the supplier/principal and detailed in their terms and conditions. In addition you must pay us administration fees of £40 PP. In the event of a cancellation of a Scout My Holidays, you will have to pay the cancellation charges as follows:
| 84 Days before departure | Loss of deposit plus any non-refundable fully paid airline or ancillary reservations |
| 83 – 70 days before departure | 40% of total invoice plus any non-refundable fully paid airline or ancillary reservations |
| 69- 42 days before departure | 60% of total invoice plus any non-refundable fully paid airline or ancillary reservations |
| 41 – 33 days before departure | 70% of total invoice plus any non-refundable fully paid airline or ancillary reservations |
| 32 - 15 days before departure | 90% of total invoice plus any non-refundable fully paid airline or ancillary reservations |
| Within 14 days | 100% of total invoice cost |
Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.
Time of cancellation (days prior to departure) Cancellation charge 112 days or more Loss of deposit 111 – 50 days 75% of total holiday cost * 49 days or less 100% of total holiday cost or loss of deposit if greater.
As we and supplier/principals plan your holiday arrangements many months in advance, we and they may occasionally have to make changes to or cancel your booking.
We will inform you of any changes or cancellations made by a supplier/principal as soon as reasonably possible. If the Supplier/Principal 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/Principal is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them. We accept no liability when a cancellation is due to your immgration ( Passport, Visa or health requirements not being met) and you were denied boarding/ embarkation.
We reserve the right to make changes to “Scout My Holidays” package at any time. If we make an insignificant change, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers may be subject to change. Occasionally we may have to make a significant change to your confirmed l Package arrangements. Examples of “significant changes” include the following, when made before departure: ● A change of accommodation area for the whole, or a significant part of your time away. ● A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away. ● A significant change to your itinerary, missing out one or more destinations entirely ● A change of outward departure time or overall length of your Travel Arrangements by more than 12 hours. ● A change of UK departure airport, except for airports within 150 miles
We shall endeavour not to cancel your Scout My Holidays Package 60 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached. If we have to make a significant change to, or cancel, your “Scout My Holidays”, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of: A. (for significant changes) accepting the changed arrangements; or B. having a refund of all monies paid; or C. accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost); or D. if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements. We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.
If we have to make a significant change or cancel your booking we will offer you compensation, in the following circumstances: ● If, where we make a significant change, you do not accept the changed arrangements and cancel your booking; ● If we cancel your booking and no alternative arrangements are available. ● we have to cancel because the minimum number of passengers necessary for us to operate your holiday has not been reached;
| More than 60 days | NA |
| 60 – 42 days | £10 |
| 41 – 33 days | £20 |
| 32 – 15 days | £30 |
| 14 days or less | £40 |
We will not pay you compensation in the following circumstances : A. where we make an insignificant change; B. where we make a significant change and you accept those changed arrangements, or you accept an offer of alternative travel arrangements; C. where we have to cancel your arrangements as a result of your failure to make full payment on time; D. where we are forced to cancel or change your arrangements due to Force Majeure (see clause 10) E. For information, where the change or cancellation by us arises out of alterations to the confirmed booking requested by you, we will not pay compensation
Except where otherwise expressly stated in these booking terms we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control.
please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
We shall take reasonable care and skill in arranging the event and comply with all applicable laws in relation to the event; where ever possible, reschedule the event instead of cancelling or offer a refund to you of the cost to us of the event. All of the photographs and illustrations we use on our website and in literature (including quotations) we send you are for marketing purposes and may not entirely represent the actual products received. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or the acts and/or omissions of the person affected; or Force Majeure (as defined in clause 10).
All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question are intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Travel Arrangements or any other services please contact us.
To ensure that we carry out your instructions accurately, to help improve our service and in the interest of security, we may monitor and/or record: your telephone calls and customer transactions and activities on our website. All recordings are and shall remain our sole property. Please see our Privacy policy.
If, whilst you are on a Scout My Holidays Package, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. We may, for example, provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance, which is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.
We try to ensure that all the information in any advertising material, photographs or any other details about the travel arrangements that we publish on our website, described over the phone or featured in any of our published marketing publications are accurate but changes and errors sometimes happen and we may correct prices and other details. You must check the current price and all other details relating to the Services that you wish to book before you make your booking. Where the Service or price has been listed incorrectly and the booking has already been confirmed, we may cancel the booking and refund you. We make no warranties or promises as to the availability or suitability of any Travel Arrangements advertised. We reserve the right to change or vary the price, flight, accommodation, or any other arrangements featured on our website, discussed with you over the telephone or printed in any of our publications at any time without notice. You agree that it is your responsibility to ensure that all the details of your chosen accommodation are confirmed with us at the time of booking.
As the contract for your Travel Arrangements is between you and the Supplier/Principal, any queries or concerns about your Travel Arrangements should be addressed to them in the first instance. If you have a problem with your Travel Arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you. If you remain unsatisfied, you can inform us, via our Customer Relations Department as soon as possible and, in any event, within 28 days of your return to the UK whereby we will endeavour to assist in our capacity as an agent by liaising with the Supplier/Principal on your behalf.
Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation/arrangements. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.
Many hotels and resorts are continuing to develop, sometimes intensively and often with little or no advance warning. Whilst we have no control over such work, it is important to us that you are aware of any significant building work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of works which might reasonably be expected to seriously impair the enjoyment of your holiday, we will notify you as soon as possible. If in any case you have not been informed, and we consider the work will have a significant effect on your stay, we will then review the option of partial or full refund.
There are no transfers included in your holiday cost unless otherwise stated. If you have added a transfer to your booking, we will provide your mobile number to the transfer supplier in order for them to send you a text message with your arrival and pick up details. If you are not happy with us providing your mobile number, please call our Customer Services team. If you have not booked a transfer, on arrival at your destination you will normally find taxis just outside the terminal building. To avoid getting overcharged, it is advisable to agree to a cost before you take the journey.
There are no transfers included in your holiday cost unless otherwise stated. If you have added a transfer to your booking, we will provide your mobile number to the transfer supplier in order for them to send you a text message with your arrival and pick up details. If you are not happy with us providing your mobile number, please call our Customer Services team. If you have not booked a transfer, on arrival at your destination you will normally find taxis just outside the terminal building. To avoid getting overcharged, it is advisable to agree to a cost before you take the journey.
If you have arranged to park a car at a pre-booked car park please ensure that you know which car park that you are to use. Please bear in mind that some airport car parks may involve a coach transfer. Please allow time for this.
Please be advised that all inclusive starts at 12 noon on your day of arrival and ends at 12 noon on the day of your departure. If you have booked late night flights and you miss any meals on the first day they will not be offered to you on the day of your departure.
Breakfast is not included with accommodation bookings unless otherwise stated. The type of breakfast you will receive will be confirmed upon arrival at your accommodation (this may be hot or cold regardless of your quotation). Restaurant meals may require a pre-order to be completed by the lead name of the group. This should be completed and returned to us, or the venue as required. If a pre-order has not been completed, we accept no liability for meals not provided or delays in providing the meals for you. You will not automatically be sent any menus and menus may be of limited choice from a set-menu for groups. We will endeavour to meet any specialist dietary requests for any member of your group, but cannot guarantee these requests. We accept no liability if our suppliers are unable to meet these requests in advance, or once at the venue. If your group arrives late then we accept no liability.
Excursions or activities that you do not book with us are not part of your package holiday provided by us. This will include excursions or activities where we have introduced you to the operator of the excursion or activity whilst you are on holiday. Your contract will be with the operator and not with us. We are not responsible for the provision of such an excursion, tour or activity or for anything that happens during the course of its provision by the operator.
We offer various excursions and activities which you can book with us as part of your holiday arrangements. These will be shown in your invoice. Some activities may require you to be in good health and, by booking with us, you confirm that anyone participating is in good health with no medical history that would make it dangerous to participate. You must observe safety instructions at all times. Excursions and activities are subject to minimum numbers, and may be cancelled at short notice. In such circumstances, you will receive a full refund of monies paid for the excursion or activity in question.
When you make a booking of multiple Travel Arrangements in such a way as to create a package holiday, we, Scout My Holidays, will accept responsibility for that as a “Multi-Contract Package” we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”) (please see clause 17 below for further information as to the circumstances in which we, SCOUT MY HOLIDAYS, will be acting as a Package Organiser). Where your booking is for a Multi-Contract Package, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”). A “Multi-Contract Package” exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday: A. transport; or B. accommodation; or C. Cruise D. rental of cars, motor vehicles or motorcycles (in certain circumstances); and E. any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term. This is called a Multi-Contract Package as you still have contracts with each of the individual Supplier/Principals providing the Travel Arrangements, however we, Scout My Holidays LTD, will accept responsibility for this booking as a Package Organiser.
that where you have booked airport parking, airport lounges travel insurance or other such ancillary services (“Ancillary Services”), these products are not considered “travel services” as defined in the PTRs, and therefore remain outside scope of the PTRs, even where these are booked as part of a Multi-Contract Package. Ancillary Services will always be treated as “single-component” bookings
We also sell package holidays organised by other tour operators (the “Supplier/Principal”) and do so as their agent. In this case the package holiday consisting of flights (or other transport arrangements), accommodation or car hire or cruise packages and any other tourist services accounting for a significant proportion of the holiday, will have been pre-arranged by the Supplier/Principal and will be available to book through us. Your contract will be with the third party Supplier/Principal organising the package (not with SCOUT MY HOLIDAYS) and your payments will be covered by financial protection organised by that Supplier/Principal in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018. Scout My Holidays is only acting as an agent on behalf of the Supplier/Principal in these circumstances.
You can also book accommodation with us as a single component booking. This will not be a package holiday and as such does not have any of the rights or protections afforded to package holidays under the Package Travel and Linked Travel Arrangements Regulations 2018. For single component bookings, we will always act as an agent on behalf of the Supplier/Principal of the accommodation.
We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these booking terms, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these booking terms and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us. 17.1.1. Scout My Holidays will Not be Responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: A. the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or B. the acts and/or omissions of the person affected; or C. Force Majeure (as defined in clause 10) 17.1.2. We limit the amount of compensation we may have to pay you if we are found liable under this clause: A. loss of and/or damage to any luggage or personal possessions and money, (The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.) B. Claims not falling under (A) above and which don’t involve injury, illness or death (The maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking) C. Claims in respect of international travel by air, sea and rail, or any stay in a hotel a. The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel Travel Arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your Multi-Contract Package booking with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this Multi-Contract Package booking. b. In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. c. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier or Cruise Line for the complaint or claim in question. 17.1.3. It is a condition of our acceptance of liability under the clause 14 that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions 17.1.4. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. 17.1.5. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur; or (b) relate to any business. 17.1.6. We will not accept responsibility for services or facilities which were not included on your booking confirmation or where they are not advertised in our brochure / on our website. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 17.1.7. Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances'', we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the three-nights cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
Your contract is with the supplier/principal and its terms and conditions apply. As an agent, we accept no responsibility for the actual provision of the travel arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we have earned on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises because of our negligence or that of any of our employees whilst acting in the course of their employment.
This agreement shall be construed in accordance with the laws of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to deal with any disputes arising between you and us or our suppliers (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).
We are a data controller in relation to your booking. In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information whilst in our control. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies etc in order to arrange your booking. Where we are acting as a package organiser, you may have booked through a travel agent and they may also have their own data protection policy in place. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law to detect and prevent fraud. By making a booking with us you agree to the use and disclosure of the information you provide for the following purposes: to enable us to process and fulfil your bookings (when it may be transferred abroad and /or to the Service Provider), if you purchase insurance we may process your information and pass it to insurers, for market research and analysis, to avoid fraud and to enable us or our representatives to contact you by letter, telephone or e-mail. You may unsubscribe from further contact at any time by clicking on the relevant link in any emails we send you. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. Please see our privacy policy for full information regarding the way in which we use and store your personal data.
We may need to make changes to these terms and conditions. Any changes can only be made by us and not any third-party member. We reserve the right to amend or improve these terms and conditions without prior notification. When it is necessary for changes to be made, we will forward you a copy of these changes and all reservations will abide by the amended terms, with the exception of reservations already made.
All flight-inclusive vacations offered on this website are financially protected by the ATOL scheme, but ATOL protection does not apply to all travel products, such as car rental, transfers, or hotel-only bookings that do not include a flight. Before you make a reservation, this website will provide you with information on the protection applicable to each holiday and travel service offered. If you do not receive an ATOL Certificate, then your reservation is not ATOL-protected. If you receive an ATOL Certificate but not all components of your trip are listed, those components are not ATOL-protected. Please refer to our booking conditions for more information, or visit www.caa.co.uk/atol-protection for more information on financial protection and the ATOL.
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