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Ticket sales are handled by Holiday Express (ABTA No. E8585) retail agents for ATOL holders .

All holidays listed on this web site are subject to availability at the time of booking. Should the holiday you have requested not be available our travel consultant will offer you an alternative. (c) Copyright 1995-2006 Comtec (Europe) Ltd. - all rights reserved. If you purchase holiday tickets through this Web site, you do so subject to the Holiday Express conditions of sale. Please read these carefully.



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Terms and Conditions of bookings.

Prior to 1st November 2004, this website was operated by Hays Travel Ltd trading as Ezze Travel - ABTA K0508

Postal address for ABTA K0508 bookings is:
Hays Travel, 9-10 Vine Place, Sunderland SR1 3NE- United Kingdom

Hays Travel Limited: 25 Vine Place, Sunderland, Tyne & Wear, SR1 3NA Registered Number 1990682. Registered in England.

All credit card charges will appear as EZZE TRAVEL or HAYS TRAVEL on your credit card statement.

All transactions are in GB Pounds,

Since 1st November 2004, this website is operated by The Web Dept Ltd

Our Telephones are:

Sales Fax: 0871 6661 767

International Sales

Fax: +44 8700 275 767

Int'l Fax:+44 8700 275 767

The Web Dept Limited: Registered Office, Damer House, Meadoway, Wickford, Essex SS12 9HA , Registered Number 5223788. Registered in England.

All transactions are in currency as shown when booking.



Prior to 1st November 2004


Who we are

  "We", "us" and "our" in Our Agreement means Ezze Travel, which is a trading name of Hays Travel Limited. 25 Vine Place, Sunderland, Tyne & Wear, SR1 3NA Registered Number 1990682. Registered in England.. The air holidays and flights are ATOL protected by the Civil Aviation Authority. Bonded with major banks to protect customer holiday payment and repatriation. Non-ATOL-holiday financial protection is administered by Zurich Insurance.  

Our Agreement with You

  Our Agreement with you is designed to protect your interests; it means you'll always get a fair deal when you book your holiday with Ezze Travel.

  1. Your holiday booking

  You can book the holidays and take up the offers advertised if they are still available. There may be other restrictions on some offers, but these are explained in the details of those offers. You will have to pay your deposit when you make the booking. By doing this, we are accepting the booking on the terms of this Agreement. If you book for a group then you accept the terms of this Agreement on behalf of the group. Next, we will send you a Holiday Invoice to check the details of your holiday booking. If you are booking for a group, you are ultimately responsible for paying the Holiday Invoice even though, by booking on behalf of the group, you are representing that each group member accepts that they are bound by this Agreement. If any detail on the Holiday Invoice is not correct, please call and tell us immediately.

  2. Your holiday price

  All prices on the website are accurate at the date of quoting only, but we reserve the right to change any of those prices from time to time. Prices can go up or down. Your Holiday Advisor will be able to tell you the up-to-date price of your chosen holiday and of any other services advertised on this website before confirming your booking.

We reserve the right to increase the price of your holiday after you have booked. In the unlikely event of changes in our costs occurring more than ten weeks before your departure date then, about eleven weeks before departure, we will send a Final Invoice (to replace your Holiday Invoice), showing the amount you still owe us. Any increase to your holiday price will be as the result of changes in our costs of supplying your holiday resulting from transportation charges, currency fluctuations and government action. (See also Exchange Rates in the A-Z Guide.) An administration charge and any relevant travel agent’s commission is included within these amounts.

If the increase would be 2% or less of the holiday price shown on your Holiday Invoice (excluding insurance premiums and any amendment charges), we will absorb the changes in our costs described above and will only pass on any increase above that level. If any change in our costs would cause a reduction in your holiday price, we will not make refunds of amounts less than 2% of your holiday price (calculated as above), but we will refund in full amounts exceeding such 2%, after deducting an administration charge.

If the increase is more than 10% of the holiday price (calculated as above), then –

1. You may cancel your booking within 14 days of the Final Invoice date and receive a refund of all monies paid to us except any amendment charges; we will only consider an appropriate refund of insurance premium paid if you can show us that you are unable to transfer or re-use your policy; and

2. the increase will be considered a Major Change as described in section 4 below and, unless you choose to cancel under paragraph 1 above, you will be entitled to the alternatives set out in section 4 for those circumstances, but in either case you will receive compensation in accordance with section 4.

The price quoted on the Final Invoice is guaranteed, unless you change your booking after it is issued. Any increases in our costs which occur after the Final Invoice has been sent will be borne by us.

  3. If we cancel your holiday

  Our aim is to provide your holiday as booked. But if, for example, there are not enough people booked on your holiday, we may cancel it. We reserve the right to cancel your holiday in any circumstances. If we cancel your holiday, you can either have a refund or accept a replacement holiday from us of equivalent or closely similar standard and price, (if one is available). In either case, we will pay you compensation, using Scale A in the Compensation box, unless we cancel your holiday because of one of the events listed in the ‘Important Note’, and we will always refund the difference in price if the replacement holiday is of a lower standard and price.

We will not cancel your holiday less than eight weeks before you go, unless this is the result of one of the events in the 'Important note - events beyond our control'.

  4. If we change your holiday

  We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right to do this at any time. We will let you know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your departure.

Flight timings shown in this brochure are for guidance only and may change. Your Holiday Invoice will show the latest planned timings. Your actual flight timings will be shown on your tickets, which you should check carefully as soon as you get them. If the flight timings on your ticket have changed from those on your Holiday Invoice, you may receive compensation as shown in the Compensation table.

Occasionally, we have to make major changes to your flight or accommodation. If we tell you about any of these changes after we have confirmed your booking, you can either accept these new arrangements or accept a replacement holiday from us of equivalent or closely similar standard and price, if one is available. Either way, we will pay you compensation, using the Compensation table shown, unless the change is for reasons beyond our control – see the ‘Important Note’ in the Compensation box, and ‘Events Beyond our Control’ in the A-Z Guide – and we will always refund the difference in price if the replacement holiday is of a lower standard and price. Any necessary change to your prebooked cabin or itinerary does not constitute a major change to your holiday.


Major changes to your holiday


Major changes for which we will always pay compensation, using the scale shown, may include the following changes. These changes are only examples and there may be other significant changes which constitute major changes. This standard payment will not affect your statutory or other legal rights.

We will only make one payment for each full-fare-paying adult in the booking. Any children not paying the full adult fare will receive 50% of these amounts. Children using a free child place will not receive any compensation.


Changes from named accommodation

(This does not apply to tours, Cruises or Air Fares.)

If we offer you accommodation of the same, similar or higher brochure rating in the same resort area - Scale B

If we offer you accommodation of a lower brochure rating or in a different resort area - Scale A


Changes to your flights


If we change the time of your departure or return flight by more than 12 hours - Scale B

If we change the UK airport you fly from or to - Scale A

If we change the length of your holiday ('Nights in your Accommodation' - see the A-Z Guide) - Scale A

If we change the day you leave the UK - Scale A

If we change a day flight to a flight the following night - Scale A

Night flights are flights which leave the UK between 10pm and 6am or which land home between midnight and 6am. We will only pay compensation if a day flight becomes a night flight and the departure or return time has changed by more than three hours (see the paragraph on flight timings above). A night flight which is changed from before midnight to after midnight (or from after midnight to before midnight) does not represent a change of day - see 'Nights in your Accommodation' in the A-Z Guide.




These scales are based on how many days before your booked departure we tell you of a major change. See also the 'Important note - events beyond our control'. Each amount is for each full-fare-paying adult.


Scale A: Long Haul & Cruise: Other holidays

Scale B: Long Haul & Cruise: Other holidays

No. of days - 0-7 days

                          Scale A: £120: £100

Scale B: £60: £50

No. of days - 8-14 days

Scale A: £100: £80

Scale B: £50: £40

No. of days - 15-28 days

Scale A: £80: £60

Scale B: £40: £30

No. of days - 29-56 days

Scale A: £60: £40

Scale B: £30: £20

No. of days - More than 56 days

Scale A: £30: £20

Scale B: £15: £10


If the change is not acceptable to you


If any major change indicated above is not acceptable to you, you can cancel your booking. In this case, we will refund all the money you have paid us and will pay you compensation using the scale below, depending on how many days before your holiday we tell you about the change. This standard payment will not affect your statutory or other legal rights.


No. of days

Amount for each full-fare-paying adult

For each Long Haul or Cruise adult

14-0 days



56-15 days



more than 56 days




Important note - events beyond our control


Events beyond our control include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, technical problems with transport beyond our control or that of our suppliers, 9am to 6pm or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events. See also 'Events Beyond our Control' and 'Weather Watch' in the A-Z Guide, plus the Insurance page for our Delay Protection Plan.


5. What happens to complaints


We can usually sort out any complaints you may have. But if we cannot agree, you can take the matter to an arbitrator appointed by The Chartered Institute of Arbitrators.

The arbitrator will only deal with your complaint if:

  1. you are claiming up to £5000 for each person or £15000 for each booking;

  2. you contact them within 9 months of the end of your holiday; and

  3. your complaint does not involve major physical injury or illness.

This is a cheap and simple way of sorting out complaints and there are limits on the costs you might have to pay. You do not have to appear in person, but can send documents to explain your complaint. If you would like more details, please ask our Customer Service Department. If you prefer, you can take your complaint to the County Court or another suitable court.


6. Our responsibility for your holiday


We will arrange for you to receive the services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or by independent suppliers contracted by us.

We are responsible for making sure that each part of the holiday you book with us is provided to a reasonable standard and as described. If any part of your holiday is not provided as described and this spoils your holiday, we will pay you appropriate compensation (see the 'Important note - events beyond our control' in section 4). Also, if you buy a local excursion or tour through a uniformed Ezze Travel or Ezze Travel Holiday Rep, we will pay you reasonable compensation if it is not as advertised on the Ezze Travel or Ezze Travel Noticeboard or in the Visitors Book or Ezze Travel Resort Guide or Shore Excursion booking form.

We have taken all reasonable care to make sure that all the services which make up the holidays advertised by us, or which form excursions available from our representatives, are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided. However, overseas safety standards are generally much lower than in the UK, for example few hotels yet meet EC fire safety recommendations even in Europe.


7. Personal Injury 1


This section covers injury, illness or death while you are using the services that we have arranged for you.

We have no direct control over the way our suppliers provide their services. But everyone employed or contracted by us or by our suppliers is expected to carry out their duties properly. If they do not carry out their duties properly (or at all) and that fault results in your injury, illness or death, we may make a payment to you. We will not make any payment if your injury, illness or death was caused by an event or circumstances which that person could not have predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would receive under English law in an English court.

Note: We will make such payments for injury, illness or death on the basis that you are expected to accept that:

  1. You must tell us and the supplier involved about your injury or illness while you are in the resort (see section 13). You should also write to our Nottingham Office about your claim within three months of coming home from your holiday. Please include a letter about your injury or illness from your doctor if you can.

  2. You should transfer to us any rights you have against the supplier or any other person.

  3. You should co-operate fully with us if we or our insurers want to enforce those rights.

  4. Any payments we make may be limited in accordance with international conventions


We ask you to transfer your rights to us so that we can claim back from suppliers any payments we make to you, plus any legal or other costs. We will not make a profit from this. If we get back from the supplier more than we have paid you plus these costs, we will give the extra money to you.


8. Personal Injury 2


This section covers injury, illness or death which is not connected with the arrangements made by us.

If you, or someone on your holiday booking, is injured, falls ill or dies while taking part in an activity which is not part of the holiday or excursion arranged by us, we will try to help if we can. For example, we can help by:

  1. providing translation services

  2. communicating with authorities and others in foreign resorts

  3. recommending foreign lawyers (if necessary)

  4. explaining the procedures you should follow

  5. telling you of any time limits

We will help everyone on your booking up to a total cost to us of £5,000 as long as the following conditions are met:

  1. You must ask us for help within three months of coming back from holiday.

  2. You must make a claim under your insurance policy's legal expenses section. You must show us proof that your insurance company has received your claim and, if you get back the cost of legal expenses, you must repay us the money we have spent in helping you.


Your Agreement with Us


9. Your holiday contract


By asking your Holiday Advisor to confirm your holiday booking, you are accepting the terms of this Agreement and consent to our processing personal information about you and other members of your party (see Data Protection in the A-Z Guide). Your contract with us is made on the terms of this Agreement, subject to the exclusive laws and jurisdiction of the Courts of the United Kingdom alone.


10. Paying for your holiday


You pay a deposit of £110 for each person when you book. Weddings require an additional deposit of £50 per couple. This is your only commitment until twelve weeks before your holiday if paying in full at this time, or monthly payments as per this agreement. If, you take advantage of any interest free monthly payments offer available at the time you book your holiday, the remainder of the deposit will be paid monthly commencing one month after the date you book your holiday. If you cancel the holiday, you must still pay the remainder of the full deposit. (See 'How to Book' page for details.)

You must pay the amount on the Holiday Invoice (or on any Final Invoice issued) at least nine weeks before you go on holiday. If you don't, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on the Holiday Invoice or 100% of the funds paid to this date (or the Final Invoice if issued), in accordance with the scale in section 12.


11. If you change your booking


If you want to change any details of your booking (such as changing to a different hotel or changing your departure date or airport) or to cancel an optional extra you have booked, we will do our best to help. Unless we agree otherwise when you book your holiday, the first person named on the booking must tell us about any changes which need to be made. To ask for changes you should call our After Sales Service team on 0871 6661 747. We charge an 'amendment fee' for each person named on the booking and for each detail of the booking which you change. If you make the change more than 56 days before departure, the fee will be £25 per person or change. If you make the change within 56 days of departure, the amendment fee will be £45.

The price of your new holiday arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you booked your holiday. But if, within 56 days of departure, you want to change to a different holiday that is 10% or more cheaper or you wish to change your departure date to a later date, you will have to pay cancellation charges (see section 12). If the change means we must send you new tickets, we cannot give you any refund until we have received all your old travel documents, including tickets.

Some types of accommodation (such as apartments, or hotel rooms with reductions for three adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your holiday cost based on the new number of people going. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and it is not covered by our recommended Insurance.

If you are prevented from taking the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions:

a) You must sign an amendment/cancellation form authorising us to make the transfer;

b) The person to whom you transfer your booking must comply with all terms of the existing booking;

c) That person must sign a booking form accepting the transfer and the terms of Our Agreement;

d) That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (and the premium cannot be refunded);

e) We will charge a fee of £50 per person if the transfer is more than 56 days before departure, or £75 per person if the transfer is within 56 days (but more than 14 days) of departure to cover the costs of processing your transfer. This will be added to the new Holiday Invoice issued to that person;

f) You will remain responsible for the payment of any balance on that new Holiday Invoice (or any Final Invoice issued) should that person fail to pay it;

g) You cannot transfer a booking within 14 days of departure date.

Please note: Name change, and or departure time changes are not always allowed by the airline. Whilst we will do our best to change the details of the booking, please bear in mind that most scheduled airlines treat name changes as a cancellation and charge accordingly. These charges will be passed on to you. Once tickets have been issued, and sometimes even before they have been issued, any changes made to the ticket, including names or initials, will result in your having to pay for the cancelled ticket and buy a new ticket at full cost.

12. If you cancel your holiday


If you want to cancel your booking or part of it, please call our After Sales Service team on 0871 6661 757. We will tell you if you need to send us written confirmation of your cancellation. If so, send your confirmation to After Sales, Ezze Travel Ltd, Atheling Court, 61 Sandon Street, Nottingham NG7 7AL. The person who made the booking must tell us about the cancellation and sign the written confirmation, if required.

To cover the cost of processing your cancellation and to compensate us for the risk that we may not be able to resell the holiday, we make a cancellation charge on the scale shown below. The person who made the booking is responsible for paying this charge. The size of the charge depends on when we receive your form or letter – the more notice you give, the less we will charge.

If you are travelling on a scheduled flight, we cannot give you any refund until we have received your old travel documents, including tickets which you must send us.

Note: If you have taken out our recommended Insurance policy, you may be able to claim for the cancellation charge. You will find details on the Insurance page. If you have taken out other holiday insurance, please check your policy.


Cancellation charges


These charges are based on how many days before your booked departure we receive your cancellation. These charges are a percentage of the total cost of your holiday, not including your insurance premium.

Number of days

Amount you must pay

More than 56 days


56-29 days

50% of holiday cost or deposit if greater

28-22 days

70% of holiday cost or deposit if greater

21-8 days

90% of holiday cost or deposit if greater

7 days or less

The total cost of your holiday


13. If you have a complaint


If you have a complaint about your holiday, please tell your Ezze Travel Holiday Rep or reception immediately. They have the power to deal fully with your complaint. It is always easier to sort things out on the spot, when your Rep can see and understand the exact nature of the problem. If they cannot sort things out, they will ask you to record details of the problem on a 'holiday report' form and will give you a copy of the form. You must also report the problem to the supplier of the service you are complaining about.

If your complaint was not sorted out abroad, you must then follow it up by writing to the tour operator or Ezze Travel Customer Service Department at Ezze Travel Ltd, Atheling Court, 61 Sandon Street, Nottingham NG7 7AL. within 14 days of returning from your holiday. Please write your holiday reference number and the number of your holiday report form on your letter, and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem in resort by reporting it to the supplier and Ezze Travel Holiday Rep or 24-hour service line immediately, then we may not be able to deal positively with any complaint on your return. Please submit any complaint within 14 days to allow it to be investigated properly.


14. Holiday participation


We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive or affects other holidaymakers or is threatening or abusive towards our staff or agents in the UK or resort, on the telephone, in writing or in person. In such circumstances no refunds or compensation will be paid to you. If the Captain of your flight believes that you could be disruptive, they can refuse to let you on the flight. If this means you are not allowed to board the flight to your holiday resort, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see section 12). Civil or criminal proceedings may be instigated. Likewise, the Captain of the ship reserves the right to disembark guests who will then become responsible for their own onward flight arrangements to the UK.


15. Your accommodation


The accommodation we arrange for you must only be used by those people named on your Holiday Invoice (or on any Final Invoice issued). You are not allowed to share the accommodation or let anyone else stay there.


16. The conditions of your ticket


When you travel by air or by sea, your journey may be subject to certain international conventions such as the Warsaw Convention, Montreal Convention or Athens Convention. You agree that the transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage'. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey.


©Copyright Ezze Travel Ltd, 2004. Ezze Travel is a division of Ezze Travel Limited, which also comprises Ezze Taxis and Holiday Minibuses.

All ABTA packages are booked as Hays Travel Limited (K0508) : Head Office, 25 Vine Place, Sunderland, Tyne & Wear, SR1 3NA Registered Number 1990682. Registered in England, and are charged by and paid to Hays Travel Limited. Please ask when booking. Ezze Travel is a trading style of Hays Travel Ltd., when booking ABTA packages. We act as retail agents for ATOL holders.

The benefits of buying package travel through an ABTA travel agent or tour operator.

A checklist for ABTA members

This checklist has been compiled to remind both members and customers of the benefits of buying a package holiday.


•  ABTA regulated travel agents and tour operators must comply with ABTA's strict financial rules. These rules are to protect the consumer's money and allow ABTA to make sure that claims are paid in the event of a company failure. Consumers will get their money back in the event of a company failure or be given help to make alternative arrangements for the holiday to proceed. For more information go to .

•  Package holidays that contain air transport are also protected by an ATOL (Air Travel Organiser's Licence). ATOL is Government backed and provides security for all air packages sold by UK tour operators. For more information about ATOL go to .

•  Coach and rail based packages (eg Eurostar) are covered by ABTA's own bonding arrangements.

•  If an ABTA tour operator fails while the consumer is in resort, ABTA will ensure that the customer gets back home. In the case of air packages this will usually be under the ATOL scheme.

•  If the consumer pays the airline, hotel or other supplier direct, there is no legal requirement for them to provide any security against insolvency and the consumer could lose their money.

•  If the consumer has bought the flights direct from the airline, the airline has no legal responsibility to repatriate them.

•  If the consumer buys flights and hotels/villas separately the airline will not refund the ticket price if the hotel/villa is not available and vice versa.


•  Consumers purchasing a package holiday from an ABTA member have the benefit of professional advice. All ABTA travel agent members must employ at least one professionally qualified member of staff. ABTA members provide consumers with a high standard of service. Agents can answer questions on visa requirements, medical requirements and provide the consumer with any Foreign Office advice about their destination.

•  Consumers booking “self-packaged” holidays may be unaware of visa, medical requirements and other notable information about their chosen destination.

•  ABTA Tour operators will usually refund monies in the event of Foreign Office advice changing against travel to a country or region, which is the destination of the consumer's holiday. Independently booked hotel and airline arrangements are unlikely to offer this facility.


•  Tour operators often allow changes in bookings for a nominal fee.

•  It is often difficult to secure your preferred accommodation at popular times unless you book through a travel agent or tour operator.

•  No-frills carriers can make punitive conditions for simple changes.

•  Cheap seats on the internet are all usually for the less popular times and locations.


•  Package holidays usually include extras such as airport transfers, meals on flights and the services of representatives in resorts.

•  Tour operators are required to take overall responsibility for the acts and omissions of their subcontractors, giving consumers ready access to justice at home.

•  Package holidays sold in the UK are amongst the cheapest in the world. This is because tour operators buy in bulk and have access to some of the best deals.

•  Package holidays often include excellent promotional deals, including discounts, free children's places, children's clubs and free car hire.

•  Packages from operators are often cheaper than no-frills self-packaged arrangements for late bookings, as the airline prices tend to increase nearer to departure.

•  ABTA tour operators who sell package holidays minimise the impact of fluctuating currency rates as they buy currency and fuel a year in advance at fixed rates and secure deals with their suppliers and hotels.

•  Many tour operators have a ‘no surcharge guarantee' in place. Those companies that do allow for surcharges have to make sure they meet certain criteria and request permission from ABTA before implementation. By law, an amount equivalent to two per cent of the consumer's original holiday price has to be absorbed by the tour operator before the remainder is passed on and, if a holiday incurs a 10 per cent surcharge, customers have the right to cancel and get a refund.

•  ABTA Tour operators pay good commission rates avoiding the need to charge booking fees on top.

•  A self-made “package” where the consumer buys flights and accommodation direct is not always cheaper. It usually does not include added extras such as airport transfers and meals.

•  Consumers travelling independently are exposed to overbooking of hotels and may have no recourse other than through the local courts in their destination.

•  When putting together a “self-packaged” holiday consumers should make sure they are comparing like for like. Many “best buy” reports are quoting off peak prices : in many cases, package holidays provide a better deal during peak season.

•  In the event of a missed flight, ABTA tour operators can enlist the assistance of others in ‘mutual aid' arrangements at little or no cost to the customer.

•  Baggage allowances are limited and are strictly enforced by no frills carriers often incurring the customer in unexpected and unbudgeted excess baggage costs.

•  No-frills airlines do not prioritise customer care


•  Tour operators often provide customers with a resort representative who meets the customer on arrival, offers advice and can deal with any problems that might arise.

•  Consumers booking “self-packaged” holidays are on their own with no local assistance.


•  Scheduled and charter airlines include this service in the price. For more information go to s ability.htm .

•  No-frills carriers often do not provide passenger assistance units to disabled passengers. Passengers need to cover the cost of this service themselves.


•  ABTA agents are obliged to offer travel insurance.

•  ABTA agents can advise consumers on what type of travel insurance to purchase.

•  ABTA is keen that its members will continue to be the best place to purchase travel insurance and has developed a new training package.

•  Travel Agents/Tour Operators can also provide a valuable link between their customers and the insurance companies when a claim arises whilst they are out of the country. This can also apply to relatives and friends of the customers when urgent contact needs to be made either with the customer or with the relative in the UK.

•  When a claim arises the travel agent/tour operator will have good personal contacts with the insurance company and will often assist with the claim and check on its progress where appropriate.

•  Consumers booking “self-packaged” holidays often do not take out travel insurance or rely on the insurance provided by credit card providers which is not comprehensive.


•  As a regulatory body, ABTA maintains a strict Code of Conduct approved by the Office of Fair Trading (OFT). ABTA members agree to be bound by the Code, which governs the relationship between the consumer and the ABTA member. For more information go to .

•  The Code aims to ensure that the consumer receives the best possible service from the ABTA Travel Agent and Tour Operator. If an ABTA member breaches the Code of Conduct, ABTA may take disciplinary action against the member.

•  The ABTA Arbitration Scheme provides consumers with an inexpensive alternative to the courts. Should the consumer not obtain a satisfactory result by complaining to an ABTA member, they have the option of using the ABTA arbitration scheme. ABTA members are bound to comply with any such request. The scheme is open to any customer of an ABTA member and has been firmly established as a model for other industries in the UK and across Europe. For more information go to .

•  Consumers who “self-package” and have a complaint often face lengthy battles through regional courts in their holiday destinations.