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Booking Terms & Conditions

Susie Freeman Travel is a fully bonded, annually audited UK Tour Operator licensed by the Civil Aviation Authority (ATOL 6305).
Any money paid by you to us is immediately secured in a client account


Your booking will be created on the date that we issue you with a Confirmation Invoice. All bookings are subject to the terms and conditions set out in these booking conditions. Nothing in these booking conditions shall affect your statutory rights.


Where you are booking on behalf of others, you confirm that you have all necessary authority to make this booking on their behalf and that you have made those others aware of these booking conditions. In these booking conditions the word ‘you’ means you and any other person on whose behalf you are booking.


The price of your holiday is guaranteed only once it is paid in full, although in practice it should not change once the deposit is paid. The price of your holiday and the date by which it must be paid in full is shown on your invoice. Please pay the balance by that date as we will not be able to issue air tickets until we have received final settlement; in that respect, you should be aware that some airlines automatically cancel reservations if tickets are not issued by the due date. We reserve the right to change our website and brochure prices and offers at any time.


We are a fully bonded licensed tour operator with the Civil Aviation Authority; our Air Travel Organiser’s Licence (ATOL) number is 6305. For those clients who have booked a holiday which includes flights, our ATOL Licence provides certain protections and rights; please see ATOL protection | Civil Aviation Authority (caa.co.uk) for more information. We will provide you with an ATOL certificate which confirms the details of who and what is covered by the ATOL scheme. If you have decided to book your own flights then you will need to check with your airline what equivalent financial protection they can provide in the event that they cease trading; your own travel insurance may also be sufficient.


When booking your holiday with us and to safeguard your interests we strongly recommend you purchase travel insurance to cover items inter alia such as cancellation of your holiday due to your ill health or for any other reason, loss or damage to your property or the property of others, medical expenses, repatriation, delayed departure or missed departure. You must provide us with details of your policy when you book. We may refuse to take your holiday booking if your insurance appears to be inadequate.


If you wish to alter your booking once it has been confirmed by us, it must be done in writing and signed by the person who made the original booking. We shall try to satisfy your requirements and will make an administration charge not exceeding £40 per person (plus any additional holiday costs). Unless otherwise agreed by us, any significant changes made by you within 56 days of departure will be treated as a cancellation and may incur cancellation charges as set out below. If you wish to make minor changes to your booking within the 56 days before your departure, we shall attempt to accommodate them but cannot guarantee that those changes will be implemented.


If you wish to cancel a booking once we have confirmed it, this must be done so in writing and signed by the person who made the original booking. Such cancellation will only be effective when we receive the advice in writing. You will incur cancellation charges according to the following scale:

Cancellation Charges

Non-refundable except in exceptional circumstances (Deposit and wedding fee if applicable)
31 – 56 days before departure (45%)
1 – 30 days before departure (100%)


The holidays and activities featured on our website are planned months in advance and may be subject to change for reasons beyond our control. Therefore we reserve the right to change your holiday at any time. Some changes may be minor in nature and should not affect the overall enjoyment of your holiday. Where a change is more significant we will endeavour to advise you of such change either at the time of booking or as soon as possible provided there is time before departure. If a major change becomes necessary we will advise you as soon as reasonably possible and give you the options of:

a) Accepting the changed arrangement; or
b) Transferring to another holiday from us; or
c) Cancelling your holiday with a full refund.

Depending on the nature of the change you may be entitled to a price reduction or compensation.


Except as set out in these booking conditions, we will not be held responsible for any extra costs incurred by you in the event of travel delays prior to departure or during the course of your holiday, irrespective of circumstances foreseen or unforeseen. No refunds or credits will be given for any unused services that are included in your holiday price, nor any costs which relate to mislaid, lost or damaged travel documentation.


We reserve the right to cancel your holiday. If we do so we will make a full refund of all monies paid to us or offer an alternative, comparable holiday. This does not apply where we cancel because of non-payment or late payment by you (or where you request alterations within 8 weeks of departure) when cancellation charges will apply. We will not cancel your holiday within 8 weeks of departure other than for reasons of Force Majeure * (see below). Please note that we will not be liable for any consequential loss.

If, in our reasonable opinion or the reasonable opinion of our suppliers, your behavior is causing danger, is preventing others from enjoying their holidays or has caused damage to property, we reserve the right to terminate your booking/holiday with no further liability to you.

*Force Majeure:  We shall not be obliged to make compensation payments to you in respect of changes caused by force majeure such as war, threat of war, riots, civil strife, terrorist activity, strikes or other industrial disputes, natural or nuclear disasters, fire, quarantine, epidemics, pandemics, weather conditions, government action, technical problems with transportation, changes of schedules or operational decisions by airlines, closure or congestion of airports or such other events beyond our control or any of our suppliers’ control.


We have taken all reasonable steps to ensure that the holidays and other services offered by ourselves are reputable and of reasonable standard. We accept responsibility for the quality of all services provided through us.


We accept responsibility for any proven negligent acts and/or omissions under English Law resulting in personal injury including illness or death caused by our employees, agents, suppliers and sub-contractors while acting within the scope of their employment in the provision of your holiday. This excludes air, sea and rail transportation involving domestic, internal or international journeys where our liability will instead be limited in the manner provided by the relevant International Convention (please see below). Claims for personal injury should be made to us within 90 days of the incident and, should we make a payment to you, we reserve the right to claim any compensation from the persons or suppliers responsible.

When you book travel through us with an air or sea carrier you accept their conditions of carriage, some of which may limit or exclude liability. These conditions are often the subject of international agreements between countries and our liability will not exceed those of carriers in any limitations applicable under International Convention (for example: the Montreal Convention 1999 and the Warsaw Convention 1929 (as amended)).
Where you have a remedy under the laws of England and Wales against a carrier in relation to flight delays, cancellations, overbookings and anything else covered by that regulation, then our liability to you is limited to the remedies provided for by those laws as though, for the purposes of this paragraph only, we were a carrier.

We will not be liable to you for any failure to provide our services to the extent that:

• A third party, unconnected to the travel package, has caused the failure and the failure was unforeseeable or unavoidable;
• The failure has been caused by you.

Nothing in this Condition 14 and nothing in Condition 15 below shall affect or limit your statutory rights or any other binding legal obligation that we are under.


It is your responsibility to ensure that you comply with any requirements (including distancing, mask wearing, isolation, vaccinations, testing and all related documentation) in place at the airport (or other place of departure) on your carrier (airline etc.) and at your destination.
To the extent permitted by law, we exclude liability for any refunds, compensation, costs, losses or expenses however occurring in the following circumstances:

• In the event that you are unable to travel as a result of illness;
• In the event that you become ill whilst on holiday other than as a result of our or our supplier’s negligence.


In the event that you are in difficulty during your holiday we, together with our local representatives, shall provide you with appropriate assistance; you should notify us as soon as possible in the event of any such difficulty using the Emergency Contact Card provided. We may charge a reasonable fee for such assistance where the difficulty has been caused intentionally by you or has been caused by your negligence.

If you encounter a problem while on holiday you must bring it to the attention of our local representative and hotel management or supplier as soon as possible. This gives us the best opportunity to resolve your complaint there and then. If the problem cannot be resolved and you wish to pursue the matter you should make your complaint to us in writing within 28 days of your return.


In the event that you have any complaints or concerns about the service we are providing, please contact us as soon as possible and we will endeavour to resolve the issues amicably.


It is your responsibility to ensure that passports, visas, vaccination certificates and other necessary documents are in order. It is your responsibility to ensure that you meet any entry and travel requirements to your destination, including intermediate destinations.
Please let us know if you have any dietary or other requirements/issues that you would like us to make our suppliers aware of.


Whilst we endeavour to ensure that all details, descriptions and prices are accurate, occasionally changes will happen. In the event of any changes we will inform you as soon as possible.


Even if we delay in enforcing our agreement with you, we reserve the right to enforce it later. We might not immediately chase you for not doing something (such as paying) or for doing something you are not allowed to do, but that does not mean we cannot do it later.


If a court invalidates some of our agreement with you, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the remaining terms and conditions will continue to apply.


Save to the extent that you are booking on behalf of others and those others will have the rights described in these booking conditions, nobody else has any rights under our agreement with you and nobody else can enforce it or require sign-off before ending or changing our agreement with you.


When you book your holiday with Susie Freeman Travel you are entering into a binding agreement. The booking conditions, the confirmation invoice, the itinerary and any other important documentation and correspondence form part of the agreement. Your agreement with us is made on these terms and is governed by English Law. Wherever you live you can bring claims against us in the English courts; and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country in which you live. Equally, we can claim against you in the courts of the country in which you reside. Our contract shall be deemed to have been made at the offices of Susie Freeman Travel.