Terms and Conditions
destination|store is a Trading name of Destination Store Ltd which is fully bonded with the CAA (Civil Aviation Authority), ATOL number 6375 (Air Travel Organiser’s Licence).
All bookings are made on the basis you have read and accepted the following booking conditions. Reading these booking conditions forms part of your contract with destination|store and that you have the authority to accept them on behalf of all persons in the party. Therefore please read these conditions carefully. The contract is made on the terms of these booking conditions which are governed by English law, and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
Your Financial Protection
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. Note that ATOL protection is not applicable for packages beginning with flights originating outside the UK, and for customers who are not UK residents.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a 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.
Your agreement with us
Our contract shall come into existence when we issue our confirmation invoice, except in the case of bookings made within 10 weeks of departure in which case special conditions apply (see below). You pay a deposit of 25% of the booking total, unless special conditions apply. The balance must be paid 10 weeks before departure. If the booking is made within 10 weeks of departure it is deemed to be a late booking and the contract between us comes into effect upon your confirming to us your acceptance of the arrangements and our receiving payment. In this case the full balance must be paid at the time of booking. If the deposit and/or the balance is not paid in time we may cancel your booking. If the balance is not paid on time we shall retain your deposit as per our cancellation charges.
Some airlines do not allow access to their live seat ‘inventory’ or last seat availability. It is occasionally possible that after confirming a reservation the airline may reject the booking. This occurs very occasionally and should it occur, we will contact you within 48 hours to advise that this situation has arisen. In this instance we will not be liable for any additional costs incurred in having to purchase new tickets at a higher fare. Payment for tickets will be refunded if the seats are not confirmed by the airline.
Low Price Guarantee
At destination|store we regularly compare our prices to those offered by other reputable travel companies in order that we offer the best value available to our customers.
Where you see the Low Price Guarantee logo, in the rare event that you find the identical holiday at a lower price, we promise to match that price and provide you with a £50 Marks and Spencer voucher as a thank you to identifying where we may not be offering the best price.
Terms and conditions relating to our Low Price Guarantee offer:-
1. Our Low Price Guarantee only applies to bookings purchased directly with destination|store.
2. The Low Price Guarantee applies only to bookings that have the identical (i.e. party size, dates, duration, flight times, flight numbers, in flight extras, hotel, transfers, room type, number of rooms and board basis) product immediately available to book all on one site or with one travel company, and the product is priced accurately.
3. The price match will only be issued on bookings for the validity of any quote produced by destination|store and is not valid after your booking has been confirmed.
4. The holiday you are asking us to Price Match must be from a legitimate ABTA Member and/or ATOL holder’s website, available to book and must include any handling charges, booking fees, credit card fees and such like.
5. The rate applicable to the holiday you are asking us to Price Match must be available to the general public and cannot include in its price any money off coupons, corporate discounts, promotional vouchers or offers or bulk-buy discounts.
6. destination|store must be able to obtain the same price without being a member or part of a loyalty scheme.
7. Please note that we will not Price Match individual elements of a holiday where you have chosen to book the flight and hotel with us – we will only Price Match a better overall total price. For example, if you have booked a holiday including a flight and a hotel on our site, we will not reduce our price where you find a lower price for just the flight or just the hotel separately and where we offer to Price Match a holiday, both elements of the holiday must be available on a single website, bookable as one unit, at a lower overall price.
8. The holiday you are asking to Price Match must be in pounds sterling.
9. We are unable to match prices for flight only bookings.
10. You must provide a screen shot, URL or other evidence of a lower price that can be independently confirmed by our customer services team.
Payments and Tickets
We accept all major debit and credit cards (except Diners Club) and payment by cheque. In line with the EU Payment Service Directive 2, there are no additional fees charged on credit or debit card payments. Cheques should be made payable to Destination Store Ltd. We can only accept a credit card from one of the passengers stated on the booking. The ticket delivery address must match the credit card billing address. Once we have confirmed the booking to you and we have received payment, your travel documents will be forwarded at least two weeks prior to departure. For departures within 14 days please refer to our travel documents section. In order to take advantage of special fares, we may be required to issue tickets well before travel. Cancellation charges of 100% of the flight cost will be levied if you have to cancel or make any changes after tickets have been issued (for changes the full price of the flight will have to be paid again even if the same flight is used). This also applies to discounted business class fares.
Tickets and documentation will be issued and sent within 14 days of your departure date. It is your responsibility to check all your written documentation and travel documents when you receive them and inform us immediately of any discrepancies, so they can be rectified before your departure. Failure to do so may result in extra costs being incurred, for which destination|store cannot be held responsible. Please contact us if you do not receive your documents within 5 working days of your departure
It is a condition of this booking that you are adequately insured. If you have not taken out the insurance recommended by destination|store , it is your responsibility to ensure you have sufficient cover for your trip.
Certain bookings will be subject to a Booking Fee. We will advise you at the time of booking if this applies and it will be reflected in the price you pay for your travel arrangements. Whilst every effort is made to avoid surcharges, destination|store reserves the right to pass on any cost increase levied by the suppliers. No surcharge will ever be levied for air tickets after we have received full payment in cleared funds and tickets have been issued. The price of your travel arrangements can be varied due to government action, increase in transportation costs (e.g. airfares and cost of fuel), changes in dues and taxes (including VAT) or fees payable for services (e.g. landing taxes or embarkation/disembarkation fees at ports and airports) or to reflect fluctuations in exchange rates. In the case of any small variation, an amount equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges, will be absorbed or retained. For larger variations this 2% will still be absorbed for increases but not retained from refunds. In either case there will be an administration charge of £1.00 per person . If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you may cancel your travel arrangements and receive a full refund of all monies paid, except for any amendment charges. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Whether you cancel or not you will also be entitled, on the terms set out in respect of major changes in point 10, to accept an offer of alternative travel arrangements from us if we are able to do so and compensation as set out in point 10.
Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. The price of your travel arrangements was calculated using the exchange rates provided by our suppliers.
Changes made by you
If, after our confirmation invoice has been issued you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the lead name on the booking. You will be asked to pay an administration charge of £30 per person and any further costs we incur in making this alteration. 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.
Note: Certain travel arrangements (e.g. advanced purchase air tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
Cancellation by you
You or any of your party may cancel your travel arrangements at any time. Written notification from the lead person on the booking must be received at our offices. You will be required to pay the applicable cancellation charges up to the maximum shown below. Please note that in the case of a part cancellation, where only certain members of your party cancel, in addition to incurring the applicable cancellation charges, we will recalculate the Holiday Cost for the remaining passengers. You may have to pay the remaining room charges such as single room supplements. For example, if this results in one person occupying a twin room, a significant extra charge may apply.
Period before departure within which written cancellation received Cancellation charge % of price for the travel arrangements
Over 70 days Deposit
Between 29 and 70 days 50%
Between 15 and 29 days 70%
Within 15 days 100%
Changes made by us
We plan your travel arrangements many months in advance. Regrettably amendments may sometimes be necessary and errors occasionally occur. We reserve the right to make changes or correct errors at any time both before and after our confirmation. Most of these changes are minor and we will always try to advise you of these changes before you depart if there is time. Flight timings and carriers advertised may be subject to change for operational reasons. The final details will be shown on your flight tickets and you should check these carefully. If a major change does become necessary however, we will inform you as soon as it is reasonably possible if there is time before your departure. Changes to aircraft type with the resulting lack of facilities promised at the time of booking are deemed to be minor changes. A major change involves a change of UK airport (with the exception of a change from one London airport to another), destination airport (other than between two airports serving the same city or resort), time of UK departure by more than 12 hours, area in which the resort is located, in the case of tours and cruises a significant change of itinerary or offering accommodation of a lower standard than originally booked.
If we have to make a major change you have the following options:
a) Accepting the altered travel arrangements
b) Cancelling your travel arrangements without charge
If you choose a) we will refund any difference in cost if the new arrangements cost is lower. If the new arrangements cost is higher then you will have to pay the extra costs. If you choose b) we will refund all your monies to you. We will also pay compensation to you (for either option a) or b) on the following scale
Compensation per person (excluding infants) is payable as below based on the date before your scheduled departure date when a major change is notified to you.
More than 56 days Nil
29 to 56 days £10
14 to 28 days £20
Under 14 days £30
Compensation is not payable if we have to make changes for unusual and unforeseeable circumstances, which we could not have avoided even with due care. Compensation will not be payable in the case of Force Majeure i.e. if we are forced to cancel or change your travel arrangements in any way for reasons of war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, adverse weather conditions or other circumstances over which we have no control.
In the event that your travel arrangements are cancelled or rearranged due to circumstances over which we have no control, we will provide you with a refund. However, we are not liable in the event that suppliers, despite every effort, do not refund to us all or part of the amounts already paid to them for your travel arrangements and such amounts should be claimed for from your travel insurance company. Furthermore, should suppliers charge for any amendments or seasonal supplements due to changes to your travel arrangements prompted by circumstances over which we have no control, such charges will be recharged to you and again, you should claim for these amounts from your travel insurance company.
Force Majeure incidents may also occur during your holiday, either in the resort or country you are in, or elsewhere but affecting your onward or homeward journey. If you are requested to return home early or move hotels for your safety, or whilst your inbound / onward flight is rescheduled, we will not pay compensation for downgrades or facility changes and cannot refund unused components. If you choose not to change hotels during such delays, we will be unable to consider a refund of additional costs you incur. If you choose to make your own way home and not accept or wait for your confirmed carrier to offer the rescheduled journey, we are unable to consider a refund of any accommodation, welfare or transport costs you incur, and cannot guarantee a refund of your unused costs.
Cancellation by us
We reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients that we require for a particular tour or arrangement is not reached, we may have to cancel it. If we are unable to provide the booked travel arrangements you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard, if available. If it is necessary to cancel your travel arrangements, compensation will be payable as detailed above. We will not cancel a booking after the final balance due date unless you fail to pay the balance or in the case of force majeure.
If you have a complaint
If you have a problem during your holiday, please inform the relevant supplier Hotelier, Resort Representative or our local agent immediately who will endeavour to put things right. If your complaint is not resolved locally, please obtain a written report from the supplier of the services in question (or our Representative if applicable) and follow this up within 28 days of your return home by writing to our Customer Services Department at destination|store giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. If you have contracted food poisoning and have purchased an All-Inclusive package through us, it is essential that you provide us with evidence of your confinement along with a doctor’s certificate from the country concerned containing the name/s of those affected and the date of consultation. If you fail to follow these simple procedures, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in the resort and this may affect your rights under this contract.
Our Liability to you
We accept responsibility for ensuring that the travel arrangements you book with us are supplied as described in our promotional material. We will always endeavour to ensure that any special requests you may make e.g. non smoking rooms are fulfilled, however we can never guarantee such requests. If any part of your travel arrangements are not provided as promised due to the fault of our employees, agents or suppliers, we will pay you appropriate compensation if we agree this has affected the enjoyment of your holiday. We accept responsibility should you or any member of your party suffer death, personal injury or illness as a result of any failure to perform or improper performance of any part of our contract with you by any of our agents, suppliers or sub-contractors providing they were at the time carrying out work authorised by us except where the failure to perform or improper performance was due to:
a) your own acts or omissions
b) those of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable
c) an event which could not have been foreseen or avoided even with all due care.
Our liability in all cases (except death or personal injury) shall be limited to a maximum of twice the cost of your travel arrangements excluding insurance premiums and amendment fees. However our liability in respect of carriage by air, sea and rail and the provision of accommodation is limited in the manner provided by the relevant international conventions and conditions of carriage. You can ask for copies of these international conventions from our offices. It is a condition of the acceptance of liability above that you notify us of any claim in accordance with the conditions relating to complaints. Where any payment is made to you or any members of your party that person must assign to us or our insurers any rights they may have to pursue any third party. They must furthermore agree to fully co-operate should our insurers or we wish to enforce those rights.
Personal Injury unconnected with your booked travel arrangements
If you, or any member of your party, suffer death, illness, or injury whilst overseas arising out of an activity which does not form part of your travel arrangements or an excursion arranged through us we shall at our discretion, offer advice, guidance and assistance to help you in resolving any claim which you may have against a third party, provided we are advised of the incident within 90 days of its occurrence. Where legal action is contemplated our written consent must be obtained. If the person concerned is successful in obtaining a costs order against a third party or to recoup costs under any insurance policy they may have, we shall be entitled to recoup from that person the costs actually incurred by ourselves. Our costs in respect of you and any member of your party shall not exceed a total of £5,000.
Conditions of Carriage
When you travel with a carrier, the conditions of carriage of that carrier will apply, some of which may limit liability. The conditions of carriage of that carrier are incorporated into this contract. You may ask for copies of the relevant conditions of carriage from our offices. This web site is our responsibility, as your tour operator. It is not produced on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status an infant must be under 2 years of age on the date of return flight.
Passport, Visa and Health Requirements
All passport, visa, travel insurance and health certificate requirements are your responsibility and destination|store accepts no liability for any delay or expense incurred through any irregularity in your documents. Visa requirements and conditions vary by country and nationality and can change. Visit www.fco.gov.uk for further information, however please note that we cannot be held responsible for the accuracy of information on this website.
If any international convention applies to or governs any of the services or facilities arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/ or the amount (if any) of compensation payable to you by us will be limited in accordance with and/ or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International Conventions which may apply include: in respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the additional Montreal Protocol of 1975) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of the provision of accommodation, the Paris Convention 1962, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. You can get copies of the relevant conventions if you ask us. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these conventions or any other international conventions applicable to your travel arrangements.
Our programmes are planned and produced many months in advance of its commencement of validity. Every effort is made to ensure that the details, description and prices contained in the holidays and on our website are correct, based on inspections, and information passed to us by our suppliers. However changes do occur, sometimes at short notice and therefore we will advise you at the time of booking, or if after booking as soon as possible of any such changes to our published information. It is not always possible for us to control all elements of the holiday whereby advertised facilities can sometimes become unavailable at short notice due to inclement weather conditions, lack of demand, emergency repair works, etc.
Many of these holidays involve travelling, touring, local flights or cruises, sometimes large distances and across borders. Whilst we make every effort to adhere to the itinerary printed it should be understood that changes may be necessary once the holiday has commenced due to influences such as weather, political, or transport conditions.
Changes made after travel
If, after your departure, a significant part of your Package cannot be provided, you will be offered a suitable alternative if possible. If it is not possible to offer you a suitable alternative or, for good reasons, you do not accept the alternative arrangements, we will return you to the place of your departure. If appropriate, we will also pay you compensation, unless your return has been due to circumstances beyond our control. The amount of compensation will be reasonable, taking account of all the circumstances. If any part of these Booking Conditions is found to be invalid, or unenforceable, then the remainder of the conditions will not be affected, and remain valid and enforceable.
Destination Store Ltd
581 Bath Road
Our airline partners
Destination Store Limited is ATOL registered with the Civil Aviation Authority, licence 6375. Flights and flight-inclusive holidays ex-UK booked directly through Destination Store are financially protected by the ATOL scheme. Hotel-only bookings are not covered by ATOL. For further information about financial protection and the ATOL scheme, please visit http://www.caa.co.uk/atol
Destination Store Ltd | Highbridge House | 581 Bath Road | Longford | UB7 0EW | Company registration 4939093