Travel Management Group PLC, trading as Gray Dawes Group (‘Company’) undertake to ensure that care is taken so that the travel arrangements run efficiently and successfully. These booking conditions (‘Conditions’) shall govern the relationship between the Company and you (‘the Customer’) to the exclusion of any other terms and conditions subject to which any order is made or purported to be made by the Customer.

1 Making a Reservation

1.1 A reservation for a tour may be made by telephone, e-mail, facsimile or by using the Company’s online booking facility.

1.2 The Company endeavours to ensure that the descriptions and content on its website and any other medium are current. However, the Company does not give any warranty as to the accuracy of any such information. The details and prices of tours on the website or any other medium constitute an invitation to treat. A legal binding agreement only exists between us when the Company sends a Confirmation of Booking indicating its acceptance of the terms of your request.

1.3 In view of the fact that marketing literature is necessarily prepared in advance, advertised information may be changed. If there are changes to any marketing literature in relation to the Customer’s reservation, the Company will notify the Customer of the final travel details with their final itinerary.

1.4 No additions or changes may be made to these Conditions except by a Director of the Company in writing and signed by the Director.

2 Acknowledgement and Documentation

2.1 On receipt of your reservation details we will issue you with a Confirmation of Booking setting out the tour details

[and, if appropriate, payment details.]2.2 Failure to make any payment due by the due date will result in your reservation being cancelled and any deposit paid forfeited.

2.3 Where applicable travel tickets and or boarding cards will be distributed at the airport of departure. The confirmation of booking together with personal identification must be produced at the point of departure.

2.4 The Customer is responsible for ensuring that a valid passport and visa has been obtained, if required.

3 Payment

Gray Dawes Group will accept payment by cheque, bank transfer or credit / debit card.
Your booking confirmation will give brief tour details and state the amount of payment received by Gray Dawes Group.

4 Price

4.1 The Company guarantees that up until 30 days before departure, the price of a tour will not be increased by surcharges except for:

4.1.1 variations in transportation costs, including the cost of fuel;
4.1.2 variations in duties, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports;
4.1.3 currency exchanges; and

4.2 that within 30 days of the Customer’s departure date, the price of the tour will not be subject to increase due to surcharges.

4.3 Should the above mentioned price variations be downward then the price of the tour will be accordingly reduced and any refund paid to the Customer.

4.4 If the above price variations mean that the cost of the tour goes up, the Customer will not be charged for any increase equal to up to 2% on the tour price – only the excess over and above 2% will be payable.

5 Insurance

5.1 The Company is unable to arrange personal travel insurance for the Customer.

5.2 The Customer must notify the Company of personal travel insurance cover they have in place.

6 Cancellation

By the Customer

6.1 If the Customer wishes to cancel a reservation, the Customer must notify the Company in writing.

6.2 The date of cancellation is the date that the notification is actually received by the Company.

6.3 On receipt of a written notice of cancellation, the Customer will receive a proportionate refund as set out in the schedule below.

Period before departure that written notice of cancellation is received:

70 days or more

loss of deposit

69-56 days

70% refund

55-36 days

50% refund

35-29 days

30% refund

28-15 days

10% refund

14-0 days

no refund

6.4 If the Customer is covered by insurance the charges referred to in 6.3 may be recoverable subject to the terms and conditions of the policy.

By the Company

6.5 If the Company is unable to provide the reserved tour arrangements the Company will notify the Customer as soon as possible.

6.6 Following cancellation by the Company, the Customer can either have a refund of all monies paid or accept an offer of alternative travel arrangements of equivalent standard from the Company, if available, or a choice of specified travel arrangements of a lower standard to those booked together with a refund of the difference in price.

7 Change of Plan

7.1 If the Customer wishes to change any of the details set out in the tour itinerary after the Confirmation of Booking, the Company reserves the right to levy an amendment fee of £35.00 per person to cover costs incurred.

7.2 If a Customer is prevented from travelling, the Company will agree to that Customer’s reservation being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting joint and several liability for full payment of the package price and the Company’s charge for confirming the transfer and any additional costs arising from the transfer. The Company must be given notice of at least 14 days prior to the outward departure date.

8 Liability

8.1 The Company accepts responsibility for ensuring that the tour reserved is provided at a reasonable standard and as described in the promotional literature issued. If the Customer does not receive the services as described the Company will pay compensation limited to the amount in sub-paragraph 8.5 below.

8.2 Arrangements for tours are often made many months in advance. Whist the Company will always endeavour to satisfy the tour itinerary, the Company will not be liable for any change of plans or alterations to the tour itinerary caused by factors beyond its control including (but not limited to) adverse weather conditions, political unrest, acts of terrorism, disruption of scheduled transport services, strike, Civil Aviation Authority, local authority or police restrictions.

8.3 All tours are operated subject to a minimum number of participants and if there is insufficient demand for any tour offered the Company reserves the right to cancel the reservation without further liability and refund to the Customer any monies paid to the Company.

8.4 The Company books flights in good faith but has no direct control over the manner in which these services are provided and it therefore accepts no liability for airline schedule changes and any consequences resulting therefrom.

8.5 The Company’s liability in all cases shall be limited to a maximum of two times the cost of the Customer’s travel arrangements.

9 Complaints

9.1 All elements of the tour will be provided either by the Company or by independent sub-contracted suppliers.

9.2 The Company accepts responsibility for ensuring that the tour reserved is provided at a reasonable standard and as described in the promotional literature issued.

9.3 The Company endeavours to ensure that the travel and tour arrangements provided are in accordance with expectations. However in the event that the Customer wishes to complain about any aspect of the tour they should notify the Company’s tour representative or local agent who should be able to deal with any problem quickly and satisfactorily.

9.4 If for any reason a problem cannot be resolved to the Customer’s satisfaction locally, the complaint should be detailed in writing and forwarded to the Company, at the address set out below, within 28 days of return from the tour. In the event that the Customer does not notify the Company of the complaint within this period, this may affect the Company’s ability to investigate complaints and this may impact on how the Customer’s complaint is dealt with.

9.5.1 Complaints will be investigated thoroughly and every effort will be made to ensure that the matter is resolved speedily and amicably. In the event that the Company and the Customer are not able to reach an amicable agreement the Company agrees to the appointment of a mutually acceptable independent arbiter to decide on an appropriate outcome.

10 Additional Information

10.1 Representatives of the Company are empowered through Gray Dawes Group and the appropriate authorities, to re-patriate any Customer found guilty of persistent misconduct. All expenses incurred in so doing will be charged to that Customer and by accepting the Gray Dawes Group confirmation of booking all persons named on the booking request are committing themselves to pay such expenses.

10.2 All itineraries issued are the sole responsibility of the Company. They are not issued on behalf of and do not commit the airlines or any other transportation companies therein or any airline or transportation companies whose services are used in the course of the travel arrangements.

10.3 Customers under the age of 18 years can only travel with a parent or guardian who is over the age of 18 years.

10.4 Any match ticket supplied as part of the travel package is solely for the use of the Customer named in the booking process. In the event that the ticket is passed on to a third party, the Customer will be held responsible for the conduct of the third party and may then be liable for further action by the providing club.

10.5 The Customer can only travel on event ticket exclusive travel packages if they have received an official match ticket from the associated Club or Association.

10.6 The Customer cannot, under any circumstances, resell a purchased travel package.

11 Data Protection

11.1 The Company reserves the right to make a nominal charge if the Customer requests access to its contact details held on the Company’s database more than once in any 12-month period. This does not affect your rights under the Data Protection Act 1998.

11.2 By making a booking with us, you agree we may use and disclose the information you provide for the following purposes: to enable us to process your booking (which will include passing your information to third party suppliers, such as sporting clubs and associations, airlines and hotels as well as UK and international law enforcement organisations. This may involve sending your information to countries outside of the UK/EEA.

12 Applicable Law

12.1 These Conditions shall be governed by and construed in accordance with the laws of England and the English courts shall have exclusive jurisdiction to decide any dispute concerning the Conditions or the subject matter of the Conditions.

13 Financial Protection

13.1 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, whereyou 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.



Gray Dawes Group is a trading name Travel Management Group PLC. Holders of ATOL 3316. Registered in England No: 1981934