BOOKING TERMS AND CONDITIONS
YOUR HOLIDAY CONTRACT WITH WORLDWIDE CRUISES (UK)
When you book travel arrangements with us you enter into a contract with us, we will send you a booking confirmation with your itinerary and invoice verifying details of your booking and the payment made. If you come across any discrepancies, you must notify us on the same day. (including the dates, destination, names as per passport; and cost of the holiday)
WHO ARE WE
We are Worldwide Cruises (UK) and are part of Benz Travel Ltd T/A Worldwide Flights. Our office is at Alperton House, Bridgewater Road, Alperton, Wembley, Middlesex HA0 1EH
WHO ARE YOU
You are any client of ours who books travel arrangements with us and who is named on the confirmation invoice as the lead passenger.
PAYMENT TERMS AND PAYMENT METHOD
The person in whose name the booking is made acts on behalf of all other persons named and becomes responsible to us for all payments in respect of the booking. We usually request a deposit payment at the time of booking; which is non-refundable and you must pay the full balance by the due date mentioned on the booking confirmation (Usually 16 weeks prior to departure). If full payment is not received by the balance due date, we will notify the principle(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their terms and conditions.
Bookings made 16 weeks in advance or less would require full payment at the time of booking. Where a deposit has been paid the balance payment can be paid by an online payment link (sent to you by email), alternatively you can pay by cash or bank transfer into our company bank account or pay at our office in Alperton (cash or ‘chip and pin’ debit/credit card)
CREDIT CARD CHARGES
Bookings where payments are made by credit card are liable for the following surcharges: 2% on Visa & Master Card, 3% on American Express and Diner’s Club. Debit cards issued in the UK have no surcharge, however debit cards issued outside of the UK will be processed as credit cards, and are subject to our credit card fees. Your bank or card issuer may also apply a foreign transaction fee.
AMENDMENT AND CANCELLATION
Should you wish to cancel or make any amendments to your confirmed booking, a request must be sent to us in writing as soon as possible and we will endeavor to assist where possible.
If you cancel or amend your booking the principal/supplier cancellation or amendment charges will apply and which may be up to 100% of the cost of the travel arrangements. In addition some suppliers/airlines may consider a name change or other change to an existing booking as a cancellation and re-booking with up to 100% cancellation charges payable by you. Please check at the time of booking.
For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued, you will have to pay the full cost of an alternative flight (if available) if you wish to transfer after tickets have been issued.
Should you require special assistance either for your holiday; such as wheelchair assistance or disable facilities, please request this at the time of booking and we will ensure that where possible your requests are met by the respective principle suppliers. In some instances we may be asked to provide medical certificates to the service providers, to ensure you are eligible to travel
Travel Insurance is essential, it is extremely important to have adequate travel insurance when travelling abroad as, in an emergency; it can become very expensive to get medical and legal help if one is not coved by travel insurance. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your needs.
All holiday arrangements including flights, accommodation and cruises are made by Worldwide Cruises (UK) upon the express understanding that it acts as booking agent only. We have no liability whatsoever for any aspect of the arrangements and in particular no liability for any loss, personal injury or death however incurred, except where caused by our own proven negligence. Any claim for suffered by a passenger or his property howsoever arising, shall be made directly to the carrier or primary supplier concerned. The liability of Worldwide Cruises (UK) shall cease in any event if Worldwide Cruises (UK) has exercised due diligence in acting as booking agent. Worldwide Cruises (UK) will not be bound by any statement or representation unless it is in writing and signed by a duly authorised official or their office staff, and save as aforesaid, no representative employee or agent of Worldwide Cruises (UK) is authorised to commit them to any liability or make any representation on their behalf whatsoever. Refunds will not be paid in the event of cancellations or changes made by us caused by circumstances amounting to Force Majeure including amongst others: war, threat of war, riots, civil strife, terrorism, industrial disputes and strikes, natural and other disasters, fire, technical problems with transport, adverse weather conditions, closure or congestion of airports and other events beyond our control.
FLIGHT DELAY OR CANCELLATION
If any flight you have booked is cancelled or delayed, the airline may give you the option to cancel your ticket and receive a refund for your flight; however it is important to note that this does not automatically entitle you to cancel and receive a refund for any other arrangements made for your holiday; even where those arrangements have been made in conjunction with your flight. If you still choose to cancel any other arranges we have made for your holiday; then normal cancellation conditions apply as per the booking terms and conditions. If you wish to book alternative flights so that you can continue with the rest of your holiday, we will help you to book alternative flights however we cannot guarantee that the date, route or timings will be exactly the same as the original itinerary as this is dependent upon the airlines availability, routing and timings. Also it is very important to note that if there is any fare or tax difference applicable for the alternative flight, you will be liable to pay the difference.
IF WE CHANGE/CANCEL YOUR HOLIDAY
It is unlikely that we will have to make any changes to your travel arrangements, but occasionally this may become necessary and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible opportunity. We also reserve the right in any circumstances to cancel your travel arrangements. However, we will not cancel your travel arrangements less than one week prior to your departure date except for reasons of force majeure or failure by you to pay the final balance.
If we are unable to provide the booked travel arrangements you can either have a refund of the monies paid to us or accept an offer of an alternative holiday of comparable standard, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out below. If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. A major change is, for example, one that involves a change of UK airport (excluding Heathrow, Gatwick, Luton, Stansted), a change of your accommodation to a lower grade than booked or a change of resort location. You will have the choice to either accept an offer of an alternative holiday comparable in standard from us, if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday booking and refund all monies paid. In all cases, except where a major change arises due to reasons of force majeure, we will pay compensation as shown below.
Compensation per person
Over 12 weeks: nil
84-55 days: £20 per person
54-30 days: £30 per person
29-0 days: £40 per person
VALIDITY OF TICKETS, FLIGHT TIMINGS AND SCHEDULED CARRIERS
Return tickets are valid for the dates and routing specified thereon. No refunds will be made in respect of unused tickets other than as provided for herein. Flights, timings and schedules are subject to changes at the insistence of National Aviation Authorities or the carriers for operational or other reasons. Neither the company nor the Carrier concerned will accept liability for the flight cancellations, delays or diversions outside the company’s or the carrier’s control. Timings in itineraries or elsewhere are not guaranteed and do not form part of the contract. Air Carriers may substitute alternative aircraft and carriers, include or omit stops and neither the company nor the carrier accepts responsibility for making connections and / or delays. Refunds on cancellations; due to schedule changes; are subject to an administration fee.
TRAVEL DOCUMENTATION, VISAS, HEALTH REQUIREMENTS
It is your responsibility to have valid travel documentation before you travel abroad. You will be liable for any cancellations or related expenses, which may be imposed on Worldwide Cruises (UK) or the carrier as a result of your improper or incorrect documentation. Check the validity of your passport, as many countries require minimum 6 months validity beyond the date of return. Please check any visa requirements with the appropriate consulates as they vary from one to another. Ensure that you meet all immunization and medical requirements. Some countries may require vaccination certificates for entry.
DELIVERY OF DOCUMENTS:
Documents pertaining to your holiday booking will be emailed to the address provided by the lead passenger at the time of booking. Any documents that cannot be emailed (eg: transfer vouchers, rail tickets, cruise vouchers) will be sent to you by first class post. Once documents leave our offices, either by post or by email, we will not be responsible for their loss unless such loss is due to our negligence. Please ensure you have received all the necessary documents at least 96hrs prior to departure to avoid any last-minute issues.
If you have booked a car hire, most suppliers will request a refundable deposit using your credit card at the time of collection. Please ensure you check the necessary requirements on the car hire voucher provided. Also, please check you have a full driving license and are eligible to drive in the country concerned. For non-EU destinations an international license may be required.
ACCOMMODATION (RATING AND STANDARDS)
All accommodation ratings are provided by the relevant suppliers, these intend to give a guide to the services and facilities at the property selected, however it is to be noted that standards and ratings may differ between countries and between suppliers. It is your responsibility to verify the check-in and check-it times directly with the main supplier. Any local taxes and expenses will be payable to the main supplier upon check-out.
AIRPORT CHARGES AND DEPARTURE TAXES
Action by UK or Overseas Governments and other Authorities including mandatory increases or new charges are not covered by the company’s price Guarantee. UK Air passenger duty and Airport departure taxes are included in our prices.
YOUR FINANCIAL PROTECTION
Benz Travel Limited holds ATOL number 3448, issued by the Civil Aviation Authority. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. 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. Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme but ATOL protection does not apply to all holiday and travel services on this website. For example where a confirmed airline ticket is issued immediately to the consumer in exchange for payment then this would constitute an Airline Ticket Agent sale and therefore not be covered by our ATOL as you already hold a valid travel document. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions or for more information about financial protection and the ATOL Certificate go to: http://www.atol.org.uk/ATOLCertificate.
ATOL CONSUMER TERMS
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or suitable alternative).In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be 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) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
FOREIGN OFFICE ADVICE
The Foreign and Commonwealth Office publishes regularly updated travel information on its website www.fco.gov.uk/knowbeforeyougo which you are recommended to consult before booking and in good time before departure.
COMPLAINTS AND PROBLEMS
In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform our local representative or agent (if we have one) and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our representative/agent and the supplier as soon as possible. If we do not have or you cannot contact our local representative or agent and any complaint or problem is not resolved to your satisfaction by the supplier, you must contact us in the UK using the contact details we have provided you with during your holiday, giving us full details and a contact number. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint. Only the Lead Passenger should write to us. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause. If you fail to follow this simple complaints procedure, your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
Please note that the above Terms and Conditions are in addition to the respective Cruise Line Terms and Conditions.