Flight Only Booking Terms and Conditions

GENERAL

Caribbee is owned and operated by Club Caribbee Limited company registration 03787555 registered office 270 Upper Tooting Road London SW170DP. Caribbee offers you a variety of ways to book, by phone via our call centre, in our office with an agent and via our website. By using any of the booking channels, you confirm that you accept, and have the authority to accept, these Terms & Conditions without modification, on behalf of all members of your party. If you do not agree to all the Terms and Conditions below then you are not authorized to use this website or other booking channels. If you do want to be bound by all of the Terms and Conditions, then please don’t use our services.

This user agreement is between you and Club Caribbee Ltd and is governed by the laws of England & Wales. Please read this carefully before using the site or making a booking.

YOUR CONTRACT

We act as an agent for third party suppliers, such as airlines, tour operators, car hire companies, hotel companies, hotel aggregators and insurance companies. This means that, when you make a booking, the contract for the product is between you and the supplier. As such, the supplier's booking conditions (including airlines’ conditions of carriage) apply to your booking, in addition to those set out here. As we may use different suppliers for different travel products, if you book more than one travel product with us you will have separate contracts with each of the suppliers. Please make sure that you have read each supplier’s conditions before completing your transaction with us, as they do contain important information about your booking. Please read your ticket wallet/ travel documents for the airline’s conditions of carriage.

In a number of cases, for some products, we act as principal; in these cases, the contract for the product is between you and us. We will let you know in instances where we act as principal.

LIABILITY

Where we act as agent this means that we have no contractual liability to you in respect of the product.  Caribbee makes no representations or warranties (express or implied) about the suitability or quality of travel products and services featured on the site. As agent we accept no responsibility for the acts or omissions of the supplier, or for the products and services provided by them. However, we may still be liable to you if we have been negligent, have misrepresented important information or have been in breach of any other relevant law.

Caribbee does not accept liability where failure to provide part or all of your booking, death or personal injury is not caused by acts or omissions directly attributed to ourselves, our agents or travel suppliers.

For international travel by air, our liability will be limited in the manner set out in the relevant international conventions.

Caribbee will not be liable for any indirect or consequential loss of any kind arising out of your use of our booking channels or any of the travel products or services booked or purchased through them.

MISCELLANEOUS CONDITIONS

YOUR OBLIGATIONS

You agree to be bound by the following obligations, including without limitation:

You accept financial responsibility for all transactions made under your name or account.

In order to make a purchase you must be at least 18 years old, be purchasing for yourself and have the legal capacity to make the transaction if others are involved.

You must make sure that all the information you provide to us is true and accurate. (Please ensure that you notify us in writing immediately of any change to your address, email address or telephone number).

Failure to supply correct and complete payment card details, including cardholder name/ billing address, may result in delays to the issue of your tickets, increases in the fare, or at worst cancellation of the booking, so please ensure that the details you give match those on the card/ statement.

You must not use our booking channels for speculative, false or fraudulent bookings.

Our website and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed, or reproduced in any way by you, except if you wish to research destinations we feature for your own personal and non-commercial use.

COMMUNICATION FROM CARIBBEE

Please note that our principal means of communication is by email. This means that if we need to contact you in respect of your booking, for instance regarding payment queries, or any time changes, this will be done by email. It is therefore imperative that any email account you provide at the time of booking is regularly checked.  Caribbee accepts no responsibility for any loss or inconvenience caused due to failure to read or respond to emails we send you.

SUPPLIER CONDITIONS

You are responsible for complying with any airline's terms, for example in relation to check-in times, reconfirmation of flights and other matters.  Caribbee accepts no responsibility for bookings cancelled due to non-compliance with the airline's rules.

The flights confirmed on your ticket must be used in order of sequence (in the order set out in your itinerary). If this requirement is not met, the airline may cancel any onward flights, and you are unlikely to receive any refund.

Some airlines require you to reconfirm each flight 72 hours prior to departure and may cancel your flight if you do not do so. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. In any case,  Caribbee strongly recommends that you reconfirm all flights in this way in case of last minute schedule changes, you can do so by contacting us in your usual way and asking us to re-confirm your flight, this will give us the opportunity to give you the latest timings of the flight.

USE OF THE WEBSITE

The site is provided on an ‘as is’ and ‘as available’ basis.  Caribbee accepts no liability in respect of your ability to access or use the site at any time, or any interruption in that access or use or any failure to complete any transaction.

Caribbee makes no assurances that the site is free from computer viruses or other malicious or impairing computer program which may cause loss or damage.

INFORMATION ON THE SITE

Caribbee endeavours to ensure that the content on the site, whether provided by us or not, is accurate. However, Caribbee does not guarantee that information on the site (including without limitation prices, descriptions or dates) is free from errors or omissions, or that it is suitable for your intended use.

We will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been drawn to our attention.

Caribbee offers all general information on the site for guidance only. We may change at any time any aspect of the site or its content, including the availability of any suppliers, features, information or content. You need to check with the relevant supplier, embassy or tourist office to confirm that the information is up to date.

UNREASONABLE BEHAVIOUR

You must ensure that you do not behave in a way which is inappropriate. If in the reasonable opinion of a person in authority, your behaviour is disruptive, dangerous or annoying to other people or property, we and/or the relevant supplier may cancel your booking. In such circumstances your contract with Caribbee will end immediately and neither we, nor the travel supplier, will be responsible for you.

Further, you will not be eligible for any refunds, compensation or reimbursement of any expenses which you incur because of termination of the contract. You will be liable to reimburse us for any expenses we incur resulting from such termination.

LINKS

The Caribbee website contains links to websites owned and operated by third parties. Such linked websites are not controlled or maintained by us; as such Caribbee has no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Our links with other websites should not be construed as our endorsement, approval or recommendation of the owners or operators of those sites. Your dealings with those parties are solely between you and such party and  Caribbee does not take any responsibility for the linked websites, the contents of such websites or any products or services offered on these sites; or the operations or actions of the owners/ operators thereof.  Caribbee shall not be liable for any loss or damage caused by use of or reliance upon any content, goods or services available on linked websites.

You should direct any concerns regarding any external link to the administrator of that site.

DATA PROTECTION

In the UK we operate in accordance with applicable data protection legislation.

CHANGES TO THESE TERMS & CONDITIONS

Caribbee reserves the right to amend these Terms and Conditions from time to time without prior notice. Any changes will be effective immediately they are displayed on the site. By continuing to use the site following such changes, you will be deemed to have accepted the revised Terms and Conditions.

PRICING

All our prices are quoted in British Pounds Sterling.

All fares quoted at the 'confirmed quotation' stage include pre-payable taxes and applicable transaction fees. These are added together to form your final quotation.

If the fare includes a checked baggage allowance, this may vary according to the airline, destination and class of travel. Anything above your free checked baggage allowance is likely to be classified as excess baggage, which is carried on a standby basis and liable to additional charges.

Some airlines, particularly “no frills” and charter carriers, now charge separately for items such as checked-in baggage, meals, and advance seat assignments. Where the airline charges for items of this nature, they are not included unless explicitly stated at the time of booking. Often these items cost less if added at the time of booking, and with certain carriers you may be given the option to pre-book some of these services during the booking process. Please note however that it is not possible for us to include every pre-bookable service with every carrier, therefore if you require a particular additional service it is your responsibility to contact us to check whether this is included (or can be added).

Please note that for some destinations a departure and/ or arrival tax is payable locally. It is the passenger’s responsibility to pay such taxes, and Caribbee accepts no responsibility for denied boarding resulting from failure/ inability to pay such taxes.

The price you pay for your travel arrangements is likely to include a booking/ transaction fee made by Caribbee. This is our fee for making and administering your booking and is non-refundable.

Service fees are also charged for other forms of administration, including, but not limited to, reservation changes and refund applications and are not refundable.

Prices are subject to change without prior notice. Should the fare for your journey be changed by the supplier/s with which you are due to travel, or if we discover that the fare you have paid is incorrect, prior to the start of your journey, we will do our best to notify you as soon as this comes to our attention. In such circumstances, you will be liable for any difference in cost. The airline may refuse travel if the correct fare has not been paid. Alternatively, we may cancel the contract, without any liability to you.

DENIED BOARDING, FLIGHT DELAYS AND CANCELLATIONS

Under EC Regulation 261/2004, if you are traveling into/ out of the UK, or on an UK/EU airline, you may have rights which you can assert against the airline if your flight is cancelled, delayed, or if you are denied boarding.

Details of these rights are available from airlines and are also displayed at European airports.

Any payment/ reimbursement in such cases is the responsibility of the airline.

COMMUNITY LIST

Under European regulations we are required to bring to your attention the existence of a Community List of air carriers which are subject to an operating ban within the EU. The list can be viewed at www.ec.europa.eu/transport/air-ban/list_en.htm.

CUSTOMER PROTECTION

Caribbee is a member of ABTA (number C5117), which means you have the benefit of ABTA’s assistance and Code of Conduct. We are also members of IATA and ATOL (number 3784)

The information below applies only if you are a resident of the United Kingdom

Some 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 listed on this website. Please ask us to confirm what protection may apply to your booking. 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. 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 for information, or for more information about financial protection and the ATOL Certificate go to www.atol.org.uk/ATOLCertificate

Linked Travel Arrangements formally Flight Plus is where you purchase through us a flight and within 24 hours you purchase another significant element of your holiday where the originating flight is from the UK. Bookings are covered under linked travel arrangements if: -

- The accommodation and/ or car rental component must be for check-in/pick-up and check-out/drop-off dates which are the same as, or fall within, the flight dates;

- The accommodation and/ or car rental must be the same as, or have relevance to, the airport destination of the flight;

- The trip must be over 24 hours duration and include an overnight stay.

On all linked travel arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your service providers. Please note however that we have no liability beyond that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers.

IN RESPECT OF OUR LINKED TRAVEL ARRANGEMENTS, WE ARE OBLIGED TO TELL YOU:

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.

If you cancel any component of your linked travel arrangements, resulting in the booking no longer constituting a linked travel arrangement, the remaining booking will be considered as an individual booking and will no longer qualify for ATOL protection under linked travel arrangements regulations.

MAKING A BOOKING / BOOKING DETAILS

All travel products and services featured by us are subject to availability.

Flight times appear using the 24-hour clock system, and are estimates only – these may be subject to change due to, for example, air traffic control restrictions etc.

When a booking is made all details will be displayed on screen (or read back to you). It is imperative that you ensure these details are correct before confirming your booking. Please ensure that the passenger names you provide are the same as in the relevant passport. Once you have confirmed these details, we will proceed to confirm the booking with the supplier/s. Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details may incur additional charges.

Please enter all names without accents or other punctuation marks, such marks cannot be shown on your tickets. Entering characters with accents etc. may corrupt your booking and cause names to appear incorrectly on your reservation/ tickets.

For scheduled flights, you must read the fare rules applicable to each ticket. You can find the applicable rules on the Caribbee website as you progress through the purchase path or you will find a summery of them on your confirmation.

It is essential that at the time of booking you ensure the fare type booked is suitable for your requirements. By confirming your booking, you will be deemed to have read and accepted, and be bound by, the rules applicable to the fare booked.

Please note that some itineraries may require change/s of aircraft en-route. Some flights which are classified as 'direct' may still have stops en-route. This information will be shown during the booking process.

Note that where transfers are necessary between different airports/ terminals, any charges for these are at your own expense.

Please note that a small number of airlines do not maintain 'real time' seat availability in the computer system. Whilst every effort is made to reflect the true situation, instances may occur where airlines are unable to confirm reservations, even though a booking reference may have been allocated.  Caribbee will advise you within two working days if this is the case and will do everything possible to offer alternative options.

Further, there are a small number of airlines, which participate in the Global Distribution System (GDS), but do not permit ticketing in the UK or may restrict us from issuing their ticket due to insufficient ticket volume. In the event that you purchase tickets from an airline that we are unable to issue a ticket for, Caribbee will be unable to issue the relevant tickets due to ticketing restrictions outside our control and will have to reject the reservation. In such cases we will endeavour to notify you within two working days, offer a full refund or assistance in looking for alternatives.

In either instance we will not be liable for any additional costs incurred in having to purchase new tickets at a higher fare. In the event that the airline does not participate in the UK Ticketing Plan and Caribbee terminate the reservation, a full refund will be made of any money paid.

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements (or suppliers of other ancillary products such as guidebooks or merchandise which you may order through us) or other persons necessary for the provision of those travel arrangements and / or ancillary products. 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 Great Britain. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. By making a booking, you consent to this information being passed on to the relevant parties. Full details of our data protection policy are available on request.

Caribbee does not accept bookings for passengers aged under 18 years old, unless accompanied by another passenger aged 18 years or over on all flights in the itinerary.

HOTELS

Choosing the right hotel can be a dilemma, especially when travelling to long haul destinations. Whilst most hotels have official star ratings locally, in some cases these cannot always be relied on. We have categorised all hotels throughout our brochures and online to give a general guide. Standards can however vary between hotels of the same class, in different countries, and even in the same country. For example, city hotels which often cater for business as well as leisure travellers may have generally higher standards than a beach resort where the atmosphere will tend to be more relaxed. It is important to carefully read the individual hotel descriptions.

Hotel rooms will generally be available approximately 3pm and are to be vacated by 11 am. Should you wish your room to be ready prior to 3pm on the day of arrival or available after 11 am for an afternoon or evening departure, it is possible to reserve the room at the time of booking at a cost no greater than an extra night.

Descriptions, images and other information on accommodation displayed on the site are intended to give a general overview of such accommodation and are for guidance only. This information is provided by the relevant travel suppliers, and as such, whilst we do endeavour to ensure that such details are an accurate and up to date representation of the property, we are unable to guarantee this.

Further, any images of room types will not necessarily represent the bed configuration of the room being purchased. For example, a double room in Austria may consist of two single beds; a triple room in North America may consist of a double bed and a single bed. If you require any clarification of the room layout, please check with us before making a booking.

Meals are not included unless specifically stated.

Please note that for some hotels, additional local taxes may be charged locally. We will endeavour to notify you at the time of booking if this is the case. In addition, hotels may apply additional charges for extra beds or cots.

If you book a hotel through us, we will email to you a hotel voucher. You must print this voucher and present it to the accommodation reception when you check-in as proof of prepayment for the stay; if you fail to produce this then you may be charged again for the accommodation locally and  Caribbee will be unable to refund your prepayment.

CAR RENTAL

Drivers (including any additional drivers) must produce a full valid driving licence when collecting a hire car. For UK driving licences, you are required to produce both the photographic card and the paper counterpart. In most cases the driver will be required to have held a full clean national driving licence for at least 12 months.

A credit card is usually required at commencement of the rental, as security for any damage that may be caused to the vehicle during the rental. It is your responsibility to ensure that there are sufficient funds available on the credit card, and to comply with the terms and conditions of the travel supplier. Failure to meet any of these conditions may invalidate your car rental and Caribbee will not be liable for any costs you incur as a result.

In many cases you may be offered the opportunity to add optional extras whilst making your booking – for example additional drivers, child seats, sat nav, optional insurance, etc. Some of these items can be paid for when making your booking, others will need to be paid for locally on collection of your vehicle.

If you have booked car rental, your booking confirmation will contain a web link which you must click in order to obtain your car rental voucher, often we will email you the voucher too. This voucher must be presented when you collect your vehicle as proof of prepayment for the rental; if you fail to produce this then you may be charged again for the rental locally and  Caribbee will be unable to refund your prepayment.

TRANSFERS

If you have booked transfers, your booking confirmation will contain a web link which you must click in order to obtain your transfer voucher, often we will email you the voucher too. This voucher must be presented when you join your transfer as proof of prepayment; if you fail to produce this then you may be charged again for the transfer locally and Caribbee will be unable to refund your prepayment.

SPECIAL REQUESTS

We are happy to forward details of any additional requirements you may have (for example seating or diet preferences, assistance, etc.) to the relevant travel supplier. These are treated as special requests, and as such fulfilment of these requests cannot be guaranteed.

If you require specific seats, Caribbee will be happy to assist where permitted to do so by the supplier however, you are advised to check in early.  Caribbee has no control over seat allocations.

In relation to airline frequent flyer schemes, we are happy to insert your card number in the booking. Please bear in mind that not all fare types permit the accrual of frequent flyer miles; please check with the relevant airline before confirming your booking. You are advised to keep boarding card stubs in case of subsequent query.

SPECIAL ASSISTANCE/ MEDICAL REQUIREMENTS

If you require special assistance (for example due to disability, or if you are of reduced mobility), you should notify us at the time of booking. It is imperative that you make clear the nature and level of assistance required so that we can ascertain whether this is possible and pass the appropriate request to the travel supplier.

We do not guarantee any requests for special assistance but will pass these to the travel supplier. It is your responsibility to confirm with the travel supplier whether such special requests can be fulfilled. We will not subsequently be liable to you for any losses you incur if we or our suppliers are unable to fulfil your requirements.

Travel suppliers may refuse to honour your reservation if your request for assistance does not reach them in sufficient time before travel (typically 72 hours), or if your carriage would breach safety rules. Particularly on smaller aircraft, there may be restrictions on the number of disabled passengers permitted to travel.

We also draw your attention to the following, which we recommend that you check before making a booking:

- some airlines may make a charge for providing assistance/ special services

- airlines may require that passengers with certain medical conditions obtain a medical clearance from the airline’s doctor, and/ or are accompanied by a companion

- if you will be traveling with medication or medical equipment, we recommend that you travel with a doctor’s letter confirming the type of medication and the condition it is for. Please check before travel if any safety or security restrictions apply to any medication/ medical equipment you intend to take.

PREGNANCY

If you will be traveling while pregnant, please note that regulations apply to the carriage of passengers who are more than a certain number of weeks pregnant at the time of travel. These regulations vary between airlines, so it is your responsibility to check the airline’s policy before making a booking. In some cases, travel may not be permitted, or you may be required to travel with a doctor’s letter, or even obtain a medical clearance from the airline. You must ensure that your travel insurance covers you if you are pregnant. We recommend that you also confirm with your doctor before booking that you are fit to travel.

TRAVELLING WITH INFANTS

Some airlines require that infants must be of a minimum age (typically six weeks) before they will be permitted to travel. Please ensure that you are aware of the airline’s policy before making a booking. Infants must sit on an adult’s lap or occupy an infant seat – please contact the airline you are traveling with for details of appropriate seats. To qualify for an infant fare, the infant must generally be under 24 months old on the date of return travel.

Children aged two years or above must occupy a seat.

PAYING FOR YOUR BOOKING

WEBSITE

Payments can be made by bank cards.

IN OUR OFFICE

We are unable to take payments by personal credit cards as we cannot absorb the 2% fee levied by the credit card companies. In the past you would have had the opportunity to pay the 2% but now we are not allowed to ask you and so hence as we cannot absorb the 2% we cannot therefore take your credit card (this includes American Express).

We are able to take corporate (business) credit cards where we are allowed to apply the card fee of 2%.

We encourage you to use debit card in the office.

Other forms of payments are available if you have made a booking in the office such as cash and bank transfer.

Caribbee may be required to pass your card details to the relevant supplier for fulfilment of the booking.

Unless explicitly stated otherwise at the time of booking, full payment for all travel services booked through us is required.

In a small number of cases, it may be possible to reserve certain travel products (for instance charter flights, hotels, or car rental) by paying a deposit. This facility will be offered at our absolute discretion. If a deposit can be accepted for your booking, we will advise you at the time of booking the exact amount required. In these cases, it is your responsibility to ensure that final payment reaches us by the balance due date (usually 12 weeks before departure). (For bookings made by telephone, we may automatically charge the balance to the card used to pay the deposit). If you are booking for more than one person, you accept responsibility for making payments due from each member of your party. No responsibility is accepted by us for cash or cheques sent by post. If, in spite of our reasonable efforts to contact you, balance payment is not received by the due date, we reserve the right to cancel your booking, and any deposit paid will be forfeit by you. You will also be liable for any resulting cancellation charges not covered by the deposit.

We reserve the right to cancel bookings before or after ticket issue if payment is declined by the card issuer, or if incorrect card details or billing information have been supplied.

Caribbee will not be liable for any increase in fare due to payment failure.

Further, in an effort to minimise the effects of payment card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or email to us proof of your address and a copy of the credit/ debit card and recent statement, or a copy of the cardholder's and/or passenger's passport/s, before issuing any tickets. We reserve the right to insist that travel documents be sent to the billing address of the card used to pay for the booking.

Caribbee reserve the right to pass on any charges relating to card chargebacks.

When taking card payments we only accept UK issued cards.

When booking travel products online, an authorization may be taken on your card for the cost of the booking. The money is not debited from your account at this stage, the system just checks that the relevant amount is available and reserves the funds. When we have completed the necessary card security checks, and are ready to issue your tickets, we then claim payment from the card issuer using the existing authorization code.

If for any reason we are unable to accept your booking, or if your booking fails to complete, any authorization code will be cancelled by us as soon as possible. However, it may take several days for your card issuer to reflect that cancellation on your account.  Caribbee cannot accept responsibility for any delays in you being able to access these funds. In addition, we are unable to enter into any dialogue with banks / card issuers in respect of queries regarding cancelled authorizations.

MANAGING YOUR BOOKING

CANCELLATIONS / AMENDMENTS BY YOU

Any cancellation or amendment you wish to make to your booking will be subject to the relevant supplier's conditions. Some travel products are non-refundable and/ or non-changeable; in other cases, it may be possible to amend or cancel your booking subject to a penalty charge.

It must be emphasised that the vast majority of airline tickets are non-transferable, and as such name changes are not permitted. It is therefore essential that you enter passengers’ names as per passport at the time of booking.

For online scheduled flight bookings, the rules regarding cancellations and amendments for the fare purchased are shown during the booking process, please ensure you read these carefully.

Caribbee, as agents for the travel suppliers must abide by their airlines’ terms and conditions – we are unable to deviate from the fare rules/ supplier’s conditions.

Where changes or refunds are permitted, Caribbee will apply administration fees (in line with our current rates) in addition to any fees charged by the supplier, if you ask us to amend or cancel your booking. This is to cover the costs we incur in administering cancellations and amendments.

Any request to amend or cancel a reservation must be notified to Caribbee in writing and cannot be actioned until received by us. Requests received outside our opening hours cannot be processed until we reopen the next working day, and if we need to contact the travel supplier to effect the change/cancellation, until we are able to contact them.

CANCELLATION

If you wish to cancel your booking and claim a refund where possible, please telephone/ email us in the first instance, so we can advise you if the conditions of your travel arrangements permit any refund. If you wish to proceed with the cancellation, we will accept notification by email or on the phone and in writing. (If you do not advise us of your intention to cancel a booking before the scheduled departure time, or do not check-in, this will be recorded by the airline as a 'no show' and is likely to result in the forfeit of all monies paid).

Where a refund is permitted, this may take some time, typically 6-12 weeks, to be received.

Once authorized and received, refunds will be made using the form of payment originally made. It is vital that you advise us when you cancel the booking if that card is no longer valid.

Any refund made will be nett of any cancellation charge from the airline or tour operator. Many airlines also charge an additional fee to process refunds. Refunds of any kind will also be subject to Caribbee’s usual administration fees. Booking fees, credit card charges, postage costs and any amendment fees you may have paid for any previous changes are also non-refundable.

In the case of non-refundable scheduled flight tickets, it may be possible to claim back any unused taxes. Please note that not all taxes are refundable. Some airlines do make a fee for processing such requests, and in some cases the charge exceeds what you would get back. Please ask for details when you cancel your booking.

Cancellation charges may be covered by your travel insurance policy, so we can, on request, provide a letter confirming the non-refundable amount should you wish to make a claim.

Most airlines will not make a refund on partially used tickets.

Tickets returned to us more than a year after their issue are classed as expired and must be submitted to the airline for a refund to be considered. A refund is not guaranteed in these cases, but Caribbee will apply usual administration fees regardless of the outcome.

AMENDMENT

If you wish to change your booking, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any changes. If a change is permitted, we may ask you to confirm in writing that you wish to change the booking.

Any changes are subject to availability, limitations and restrictions of the relevant travel supplier.

If a change increases the cost of your booking, you will need to pay such extra costs.

Changes of any kind will also be subject to Caribbee’s usual administration fees.

Cancellations / Amendments by the Travel Supplier

Airlines reserve the right to make time changes, or in rare cases, to cancel flights, for operational reasons. Whilst Caribbee is not responsible for, and has no control over, such changes, we will do our best to assist when such situations arise.

In the unlikely event that your flight is cancelled by the airline or tour operator, your rights and remedies will be governed by the supplier’s conditions/ airline’s conditions of carriage. As a result, you may be entitled to:

(a) carriage on another flight with the same airline without additional costs.

(b) re-routing to your destination with another carrier without additional costs.

(c) a refund.

(d) some other remedy.

In the event of schedule changes made prior to commencement of your journey, it is not always necessary to have your tickets reissued or revalidated, but we will advise you should this be necessary.

Caribbee take no responsibility for any flight rescheduling en-route.

INSURANCE

Many suppliers require you to take out travel insurance as a condition of booking with them. In any case, we strongly recommend that all our customers arrange adequate travel insurance for the duration of the trip, since circumstances may arise where neither Caribbee nor the supplier are liable.

It is recommended that insurance is taken immediately upon making the booking, 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. In most cases cancellation fees will apply if you need to cancel your booking before you travel.

Caribbee does not sell travel insurance but will be pleased to refer you to sources of travel insurance. You will then conduct a transaction with the supplier of the travel insurance, Caribbee receives no fee for the referral and accepts no responsibility or liability with matters pertaining to your travel insurance.

TICKETS

GENERAL

The type of tickets which will be issued for your booking depends on the airline and route you are booking. The majority of airlines are increasingly issuing electronic tickets, and Caribbee will issue electronic tickets whenever the itinerary permits (airlines now insist that e-tickets are issued in these circumstances). For a small number of charter flights, paper tickets are still issued; such tickets will be sent by normal post.

Due to IATA's withdrawal of paper tickets from all IATA travel agents effective 1st June 2008, only e-tickets may now be issued for scheduled flights. There may be a small number of cases where an e-ticket cannot be issued. In these instances, Caribbee will endeavour to notify you within 2 working days, and let you know what alternative options may be possible.

For scheduled flights, if an e-ticket is not possible for your booking, and the airline is able to issue a paper ticket on our behalf, you will be given a choice of delivery options (extra charges may apply):

DELIVERY OF TICKETS AND TRAVEL DOCUMENTS

Caribbee will ordinarily send all travel invoices, confirmations, receipts and tickets by email, where necessary and if time permits. If you require your tickets by a particular date, please let us know at the time of booking and we will do our best to assist.

You should ensure that you travel with your booking confirmations, e-tickets and any other travel documentation at all times. We will not be liable for any supplier not providing you with the booked product or service if you do not produce such documentation.

LOST TICKETS

With electronic tickets it is not possible to lose them, however if you should delete or are unable to find our email containing your e-ticket or any other document we may have sent you, it may be possible for us to re-send the email, where it is not possible to re-send an email and only if it is travel critical, we will use facilities at our disposal to furnish you with travel critical documents which may be subject to an administration fee.

NON-DELIVERY / NON-RECEIPT OF TICKETS

It is your responsibility to advise us if you do not receive your tickets/ e-tickets.

Caribbee cannot accept responsibility if you fail to receive your e-tickets due to providing an inaccurate email address or change your junk email settings to accept our emails. We recommend that you add info@caribbee.com to your safe list.

Once documents leave our offices, we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.

PASSPORT / VISAS / HEALTH REQUIREMENTS

It is your responsibility to ensure that you understand and comply with all the passport, visa and health requirements of all the countries involved in your itinerary (including those that you transit).

It is your responsibility to ensure that you are in possession of a valid passport for your journey. Your passport must also be legible and intact. When making your booking you must ensure that the names you provide match those shown on the passengers’ passports. Most countries require that your passport is valid for a period of at least six months after your return travel date: we recommend that you check with the embassy to confirm exact requirements.

It is a requirement that children hold their own individual passports; where a child is still included on a parent's passport you are advised to check that this will be suitable for the destination you are visiting before making a booking.

Many countries still require passengers to obtain a visa, and in some cases transit visas may be required for countries which you pass through en-route to your destination (even when you do not leave the aircraft).  Caribbee can provide general information about the passport and visa requirements for your trip. Alternatively, for the most up to date information, we recommend that you contact the embassies of the countries you are travelling to/ through. We recommend that you do this well in advance of travel, as visas for certain countries can take some time to obtain.

Some countries also have additional immigration requirements, for example South Africa requires passengers to have at least 2 blank pages in their passports. For travel to the USA, a machine-readable passport is required, among other requirements. Most destinations will require proof of return travel.

Certain countries may also require additional documents to be produced if a child is not travelling with both parents. If this affects you it is your responsibility to ensure that you check with the relevant embassy before travel and meet all relevant requirements.

Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details.

Regarding health, you are strongly advised to check with your GP prior to travel for up to date information regarding vaccinations which may be required or recommended for your destination/s. Please note that some countries may require proof of certain vaccinations as a condition of entry. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

Please note that health and immigration requirements can change at short notice.

Neither Caribbee nor the suppliers can accept any responsibility if you are denied boarding or are deported due to failure to comply with the above. You will be responsible for any costs you or Caribbee incur as a result of such failure.

COMPLAINTS

We want you to be completely satisfied with the travel arrangements you make with Caribbee, from making your initial enquiry until the completion of your travel arrangements. In the unlikely event that you have a complaint, please contact us by telephone in the first instance and we will do our best to assist.

In some cases, we may be unable to provide a response on the spot. You may be asked to submit full details in writing (either by post or email) so that we can investigate your complaint fully.

If you have a problem whilst you are travelling, we recommend that you report this to the supplier or their local agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint.

Please notify us of any complaints within 30 days of your return.

We are a Member of ABTA, membership number C5117. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

SERVICE CHARGES

We apply a service charge for certain services we provide. These charges are non-refundable. These are in addition to any fees charged by the supplier.

CONTACTING  CARIBBEE

If you wish to contact us, you may do so by any of the following methods:

By email info@caribbee.com

By telephone on 0208 682 1115 (from outside the UK) +44 208 682 1115. The cost of the call may vary dependent on where you are calling from and your telephone provider. Telephone calls may be recorded.

By post to Caribbee, 270 Upper Tooting Road, London, SW18 0DP

In order for us to assist with your query as quickly as possible, please make sure that you have all the relevant booking details to hand before you call us. In any written correspondence please state your booking reference. In most cases we can only discuss reservations with the person who made the booking, or one of the passengers on a booking.

PRIVACY POLICY

Our Privacy Policy can be accessed from our website.