Terms & Conditions
Booking and Paying for Your holiday
1.1 Your Commitment To Us
When you wish to confirm a holiday booking you must pay all fees which apply to your holiday. When you make a booking you are confirming that you understand and have accepted on behalf of yourself and all members of your party our Important Holiday Information which forms
our booking conditions. All contracts with Monster.travel are made subject to these booking conditions and are subject to English law and the jurisdiction of the English Courts or, if your booking was made in Scotland, to Scottish
law and jurisdiction. Many airlines now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname. When booking your holiday, if you wish to make a modification to a holiday shown on the website we will try to assist.
Should you wish to change to an alternative featured hotel, this will be charged at the difference in published price, as long as Monster.travel holds the space required. If we have to make a special request for alternative or extra space, an administration fee of £10 per booking will be charged. Additional services will be quoted for upon request. Should you wish to extend your holiday making your own private arrangements, this can usually be done subject to an administrative charge of £3 per person per night. Prices for accommodation only bookings can be quoted on request. We accept various methods of payment, however please note that if you choose to pay by credit card, there will be a charge levied. You can of course opt for an alternative method of payment ie: debit card.
1.2 Our Commitment To You
Your contract is with Monster.travel. We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence we reserve the right to increase or decrease website prices or to change any of the information contained on the website. Changes will be made known to you before you book. The prices we advertise are based on specially negotiated airfares to be booked in a specific airline booking class.
At the time of booking, if there is a lack of availability in the specified class on any particular flight, we will endeavour to secure seats for you in an alternative economy class and you will be told the amount of the applicable flight supplement before you book. A booking is not accepted until we issue an invoice. The date shown on the invoice, which will be sent to you is the date of booking.
It is important to check the details on the invoice when you get it. In the event of any discrepancy please contact us immediately.
1.3 Out Of Date Range Flights
Our website is prepared well in advance and scheduled airlines will generally not have loaded their seats to sell until approximately 10 months before the departure. Should this apply we will inform you at the time of booking and calculate the price in anticipation that seats will be available in the specific airline booking class to which our specially negotiated airfares apply. We will issue an invoice recording the arrangements reserved for you and will take the fees payable, but a contract will not exist between us. When the airline seats become available to book we will tell you the price and give you 7 days to either accept the price or cancel the booking and receive a full refund. If you accept the price, we will issue an invoice and a contract exists between us. In the event that flight seats/accommodation does not become available, you will receive a full refund.
1.4 Peak Season Supplements
During peak periods such as Christmas and Easter when demand outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners will be provided. The cost of these supplements will be quoted to you at the time of booking.
1.5 ’From Prices’
Monster.travel offers you the flexibility to create your own holiday from the range of accommodation and services available. Because of the wide choice, it is not possible to list every price on every date. A ‘from’ price is
indicative of the lowest price available for the hotel or itinerary featured but this may vary depending on a number of factors such as your date of travel and choice of accommodation. To help you in choosing a holiday which is tailor made by us to your requirements, please call our Sales team, or visit our website for further information about services and prices. We will be happy to provide you with an up to date quote.
1.6 Paying For Your Holiday
The full cost of the holiday must be paid prior to any booking being accepted.
1.7 Pricing Errors
Whilst we endeavour to ensure that the most up to date and correct prices are shown on our website, there may on occasion be an incorrect price shown, due to a system error. When we become aware of any such error, we will ensure that we act promptly and will endeavour to notify you within 7 days of the time of booking, or as soon as reasonably possible. We must reserve the right to cancel the booking and you will be given the choice to amend your booking to an alternative holiday, at the correct price.
1.8 Overlapping Price Panels
Holidays which do not fall completely within the date bands specified in the price box may be subject to a reduction or increase. The exact cost of your holiday will be confirmed to you at the time of booking.
It is important that you have insurance cover and that it is adequate for your needs. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance.
1.10 Travel Information & Documents
You should receive with your invoice a copy of our destination information covering the area/s you are visiting and general information. We strongly recommend that you read these. Approximately 7 days before departure you will receive your flight/ e-ticket together with an itinerary. However, in the case of late payment and/or late bookings, tickets may be handed to you at the airport on departure. Please ensure that you check the flight timings on your tickets carefully. The correct timings, using the 24-hour clock system, may have been adjusted on the website and since you received your invoice.
1.11 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.
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 WANT TO CHANGE OR CANCEL YOUR HOLIDAY
2.1 Change Or Addition To Your Holiday
If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge of £35 per booking, and payment of any further costs incurred as a result of the change. If you change your booking to a holiday of lower value, and then cancel that holiday, we reserve the right to levy cancellation charges on the value of the original booking. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare. Please note that save for the transfer of a booking (see below), or the addition of any offers made by Monster.travel on the website which were not requested at the time of booking, it will not be possible to make changes within 28 days of your scheduled departure date.
2.2 Transferring Bookings
If any person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or significant reason, we will agree to that person’s booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and any additional costs arising from the transfer. This will also be subject to our suppliers eg. airlines and/or hotels approval. We must be given at least 14 days notice of the transfer request. An administration charge will be made of £50 per person for requests made more than 61 days before departure, and £100 per person within 61 days before departure.
2.3 Cancelling Your Holiday
If you or anyone on your holiday booking decides to cancel the holiday you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24- hours by the person who made the original booking. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. A cancellation invoice will be sent to you within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges. You may also check your booking has been cancelled on our web-site, www.Monster.travel. Should you already be in receipt of your airline tickets please also return these to us along with your cancellation request.
We would strongly recommend that you take out full insurance.
IF WE WANT TO CHANGE OR CANCEL YOUR HOLIDAY
3.1 Brochure Accuracy
We rigorously check the information given on our website about accommodation, resorts, itineraries etc., to ensure it is correct at the time of going to sale but in view of the fact travel information is prepared in advance, advertised facilities may be changed. Therefore changes may be made to the particulars on the website at any time before the contract with you is made. In these circumstances we will notify you of changes before you book. However, please bear in mind that hoteliers, restaurateurs, night club owners etc., may wish to maintain or improve their facilities, or even take a break themselves. Flight times, carriers and routes on the website are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised on the website. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.
3.2 Building & Development Work
Many hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay.
General refurbishment at hotels is necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
3.3 Flight Changes
Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled and charter flight timings, and days of operation are subject to change. We will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. Should the changes involve a reduction of your duration, we will offer you a refund of any applicable costs.
3.4 If We Change Your Holiday Before Your Departure
We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking.
We plan arrangements a long time in advance of your holiday using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a SIGNIFICANT CHANGE we will endeavour to advise you as soon as reasonably possible.
A significant change includes a change of accommodation to that of a lower category and/or price, a change of flight time of more than 12 hours, a change of UK departure airport, or a significant change of resort area. In accordance with EU regulations we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used your holiday confirmation invoice. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change.
In the case of a SIGNIFICANT CHANGE before your departure we will provide you with three alternatives: (a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available. (b) alternative travel arrangements of a lower standard together with a refund of the difference in price; or (c) cancel your holiday with a full refund of all monies paid.
In all 3 cases, minimum compensation will be paid as detailed below unless the change occurs as a result of circumstances beyond our control.
Period before departure within which a major change is notified to you or your travel agent
Compensation Per Person
More than 60 days: NIL
60 – 42 days: £20
41 – 28 days: £30
27 – 15 days: £40
14 – 0 days: £50
3.5 Changes Due To Circumstances Beyond Our Control
We will not be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of unusual or unforeseeable situations outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity.
3.6 If We Change Your Holiday Accommodation
We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens before your departure or on arrival in resort we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the brochure price between the accommodation booked and that available, and will pay up to £50 per person for any inconvenience.
3.7 If We Cancel Your Holiday
We reserve the right in any circumstances to cancel your holiday for any reason. However we will not cancel your holiday within 61 days of departure unless it is for a reason outside our control (see changes due to circumstances beyond our control). If we have to cancel your holiday we will offer you:-
(a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available
(b) travel arrangements of a lower standard and a refund of the difference in price; or
(c) a full refund of all monies paid. Compensation as offered for ‘significant changes’ will also be paid unless the holiday is cancelled because you have failed to pay on time or as a result of circumstances beyond our control. No compensation is payable if the holiday is cancelled because the number of persons who agreed to take it is less than the minimum number required and you are informed of the cancellation in writing within the period indicated in the description of the package.
3.8 Minimum Numbers
Price boxes on relevant pages will indicate whether a particular holiday is subject to a minimum number of participants for its operation. We will advise you at least 61 days before departure if minimum numbers have not been reached. You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid. No compensation will be payable and we are unable to offer refunds of any associated costs ie visas etc.
Whilst every effort is made to operate a tour as advertised, on occasion it may be necessary to make changes to the accommodation, the routing or order of an itinerary. Unless the change significantly alters the holiday, compensation will not be payable for minor alterations to the itinerary or nightly accommodation.
4.1 Flight Delays
In the event of a flight being delayed, we will arrange for the following to be provided, whenever practical, and subject to the airport being able to cater for this:- over 4 hours, an appropriate meal, and for delays of at least 8 hours extending beyond midnight, overnight accommodation will be provided wherever possible.
However, this will depend on such factors as the expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays result in lost holiday time, no refunds are given by hotels for unused accommodation, as rooms are held for delayed arrivals, not re-let. Our travel insurance policy offers compensation for certain flight delays.
4.2 Water/Electricity Supplies
In many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Hotels do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.
4.3 Accommodation In The Tropics
In many hotels, especially beach resorts ‘insects’ in the rooms (eg. cockroaches etc) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply a fact of life in these destinations. Views from some hotel rooms may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.
4.4 Watersports & Other Activities
Many hotels offer watersports and other sporting activities, in some cases these may be free of charge.
Please note that in the interest of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or another guest’s safety.
Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen no refund or compensation would be paid.
4.6 Lost Items
If you lose any personal items whilst on holiday, please obtain a written report from a local representative, or police, to help with any insurance claim upon your return.
4.7 If You Have A Complaint While You Are On Holiday
If you have cause for complaint whilst on holiday, you must bring it to the attention of the hotel immediately. They will do their best to rectify the situation. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.
4.8 Monster.travel Duty Officer
Monster.travel operates a 24-hour emergency duty officer system, and the contact number for this will be provided with your itinerary.
It is becoming ever more important to conserve the world’s natural resources, its landscapes, flora and fauna. Someone coined the phrase ‘Take only photographs; leave only footprints’ and a number of countries now use this to promote conservation. It would be hard to improve on this statement.
4.10 Our Commitment To You For Your Holiday Arrangements
a) Operational decisions may be taken by air carriers and airports resulting in delays, diversions or rescheduling.
Monster.travel has no control over such decisions, and is therefore unable to accept responsibility for them.
Where, as a result of circumstances beyond our control we are obliged to change or end your holiday after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions. In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with the conventions referred to in (d). (b) Subject to (d), we will accept responsibility if due to fault on our part, or that of our agents or suppliers, any part of your holiday arrangements booked before your departure from the UK is not as described in the brochure, or not of a reasonable standard, or if you or any member of your party is killed or injured as a result of an activity forming part of those holiday arrangements. We do not accept responsibility if and to the extent that any failure of your holiday arrangements, or death or injury: is not caused by any fault of ours, or our agents or suppliers; is caused by you; is caused by someone not connected with your holiday arrangements or is due to unforeseen circumstances which, even with all due care, we or our agents or suppliers could not have anticipated or avoided.
(c) For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is twice the price, the person affected, paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday. Where enjoyment of only some days has been affected, we will refund reasonable related expenses and pay a daily sum of compensation up to £50 per day per person affected.
(d) Subject to (b) above, if any failure in your holiday arrangements relates to, or if you or any member in your party is killed, injured or becomes ill during or as a result of, carriage by aircraft, ship, train or coach forming part of the holiday arrangements booked before departure from the UK, our liability to pay compensation and/or the amount of compensation we will pay is limited in accordance with the liability of the carrier under any international convention which governs such services. International Conventions which may apply include: in respect of carriage by air, the Montreal Convention 1999 or the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the Montreal Additional Protocol of 1975); in respect of carriage by sea, the Athens Convention 1974; in respect of rail carriage, the Berne Convention
1961; and, in respect of carriage by road, the Geneva Convention 1973. The terms of these conventions are incorporated into and form part of your contract with us. In respect of death or personal injury, the liability of an air carrier under the Montreal Convention and the Warsaw Convention is limited to damage sustained in the case of death or bodily injury caused by an accident which takes place on board the aircraft or in the course of any of the operations of embarking or disembarking. You can get copies of the relevant conventions if you ask us for them. You should also note that these conventions may limit or remove the carrier’s liability to you and the amount which the carrier has to pay you. You should also know that the carrier will rely upon its ‘conditions of carriage’ which may limit or remove the carrier’s liability to you and limit compensation under international conventions. Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users’ Council on 0207 240 6061 www.auc.org.uk.
(e) Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider’s or other supplier’s liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
(f) If we make any payment to you or any member of your party for death, personal injury or illness, you must give us or our insurers the rights you may have to take action against the person or organisation responsible for causing the death, personal injury or illness and you must co-operate fully with us in seeking recovery of any payment we make.
4.11 Representative Services
Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. Please ensure you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.
If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for the remainder of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
ON RETURN FROM YOUR HOLIDAY
5.1 If You Had A Problem
If a problem remains unresolved during your holiday, you should make a complaint in writing to Monster.travel within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number. We will reply to you within 28 days of receipt of your letter.
5.2 Our Commitment To You For Personal Injury Claims (unconnected with arrangements made by us)
Should you or any member of your party suffer illness, personal injury or death through any misadventure during your holiday arising out of an activity which does not form part of your holiday arrangements provided by Monster.travel, we will, in our reasonable discretion, offer you advice, guidance and assistance. This may include a contribution towards your initial legal costs of making a claim against the offending party. Any contribution made by us will be limited to £5000 per booking form. Any request for assistance must be made within 90 days from the date of the misadventure in question. If you are able to make recovery of these costs whether from the third party or from a policy of insurance you may be asked to refund our outlay.
Data Protection Policy
From time to time we may contact you by post with information about special offers or holidays. If you do not wish to receive such information, please notify us. You have the right to ask us in writing for a data subject access request form to obtain a copy of the information which we hold about you. You will be charged a fee for this. Any request should be addressed to The Company Secretary at info@Monster.travel.
Monster Group (Travel) SLU
Centro Comercial Fañabe Plaza,
Telephone: 0845 528 0613
Monster Group (Travel) SLU
BBVA, Los Cristianos, Tenerife
IBAN: ES 87 0182 7320 71 0201540264
Hours of Operation
Monday - Friday: 9:00 – 20:00
Saturday: 10:00 – 18:00
Sunday: 10:00 – 18:00
The author reserves the right not to be responsible for the topicality, correctness, completeness or quality of the information provided. Liability claims regarding damage caused by the use of any information provided, including any kind of information which is incomplete or incorrect, will therefore be rejected.
All offers are non-binding and without obligation. Parts of the pages or the complete publication including all offers and information might be extended, changed or partly or completely deleted by the author without separate announcement.
Referrals and links
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The author intended not to use any copyrighted material for the publication or, if not possible, to indicate the copyright of the respective object. The copyright for any material created by the author is reserved. Any duplication or use of objects such as images, diagrams, sounds or texts in other electronic or printed publications is not permitted without the author's agreement.
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Legal validity of this disclaimer
This disclaimer is to be regarded as part of the internet publication which you were referred from. If sections or individual terms of this statement are not legal or correct, the content or validity of the other parts remain uninfluenced by this fact.