Booking Terms & Conditions

These Booking Terms & Conditions apply to bookings made with The Experiential Travel Group Ltd, trading as Tripse.

The Experiential Travel Group Ltd is registered in England and Wales under company number 09516234.
Registered office: 1 High Street, Thatcham, Berkshire, RG19 3JG.

We are members of Protected Trust Services under membership number 5573 and hold ATOL number 12299.

Please read these Terms & Conditions carefully before making a booking. They explain your rights and responsibilities, and also explain the difference between bookings where we act as the organiser/operator of your package holiday and bookings where we act only as an agent for another travel supplier.

1. Definitions

In these Terms & Conditions:

“we”, “us” and “our” means The Experiential Travel Group Ltd.

“you” and “your” means the lead passenger and all persons named on the booking, including anyone added or substituted later.

“Supplier” means the airline, cruise line, hotel, tour operator, transfer company, car hire company, attraction provider, event provider or other third party responsible for providing travel services.

“Package” means a package holiday as defined under the Package Travel and Linked Travel Arrangements Regulations 2018.

“Agency Booking” means a booking where we arrange travel services on your behalf as agent for a third-party Supplier or tour operator.

“Organiser Booking” means a booking where we act as the organiser/operator of your package holiday.

“Travel Arrangements” means flights, accommodation, cruises, tours, transfers, rail travel, car hire, event tickets, excursions and any other travel services arranged by us or through us.

2. Are we acting as organiser or agent?

We may act in one of two ways:

a) As organiser/operator

Where we create and sell a Package to you, your contract is with us and we are responsible for the proper performance of the travel services included in your Package, subject to these Terms & Conditions.

b) As agent

Where we arrange a booking on your behalf with a third-party Supplier or tour operator, your contract is with that Supplier or tour operator. In this situation, we are not responsible for the actual provision of the travel services. Our role is to arrange the booking, pass on information and payments, and assist you where reasonably possible.

We will make clear, before your booking is confirmed, whether we are acting as organiser/operator or as agent. Your confirmation invoice and travel documents may also identify the Supplier or organiser responsible for your booking.

3. Your agreement when booking

By making a booking, the lead passenger confirms that they:

• Have read and accepted these Terms & Conditions.
• Have authority to accept these Terms & Conditions on behalf of everyone named on the booking.
• Are at least 18 years old.
• Accept financial responsibility for the booking.
• Have checked that all names, dates, destinations and travel details are correct.
• Consent to us using personal data in line with our Privacy Policy.
• Will ensure all travellers comply with passport, visa, health and entry requirements.

4. Booking confirmation

A booking is not confirmed until we issue a confirmation invoice or booking confirmation.

Please check your confirmation documents immediately. You must tell us straight away if anything is incorrect, especially names, dates, flight details, accommodation, cabin grades, board basis or passenger numbers.

Names must match passports exactly. Many airlines and Suppliers treat name corrections as amendments or cancellations and charges may apply.

5. Payment

You must pay the deposit or full balance required at the time of booking.

The balance must be paid by the date shown on your confirmation invoice. If your balance is not paid on time, we or the Supplier may cancel your booking and cancellation charges may apply.

Some bookings require full payment at the time of booking, including many late bookings, flight bookings, event tickets, cruise promotions, special offers and non-refundable rates.

Where we take payment by secure payment link or online payment system, card details are processed securely by our payment provider. We do not store full card details.

6. Prices and errors

We try to ensure all prices and information on our websites, quotes, adverts and emails are accurate. However, mistakes can happen.

We reserve the right to correct advertised or quoted prices before your booking is confirmed. If an obvious pricing error appears after confirmation, we will contact you as soon as reasonably possible.

Prices are subject to availability and can change until a booking is confirmed.

7. Price changes after booking

For Agency Bookings, the Supplier’s own terms apply to price changes, surcharges, taxes, fuel supplements and currency changes.

For Organiser Bookings, once your Package has been confirmed, we may only increase the price where permitted by law, for example because of changes in transport costs, taxes, fees, exchange rates or other costs outside our control.

We will not increase the price within 20 days of departure.

If any permitted price increase is more than 8% of the total Package price, you will have the right to cancel and receive a refund of monies paid, except any charges that are not refundable under the applicable rules.

8. Financial protection

We provide financial protection for applicable bookings through our ATOL licence and/or our membership of Protected Trust Services.

Flight-inclusive Packages

When you buy an ATOL-protected flight or flight-inclusive Package from us, you will receive an ATOL Certificate. This confirms what is protected, who is protected and what to do if something goes wrong.

Our ATOL number is 12299.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on your 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 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 under your contract to that alternative ATOL holder.

If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed, or a suitable alternative, for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to you under the ATOL scheme. You agree that, in return for such a payment or benefit, you assign absolutely to those Trustees any claims 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.

Non-flight Packages

Where your Package does not include a flight, your monies will be protected through our Protected Trust Services membership, where applicable.

Agency Bookings

If we act as agent for another ATOL holder, your financial protection will usually be provided by that Supplier or tour operator and their ATOL Certificate will identify the protected arrangements.

9. Travel insurance

Adequate travel insurance is essential and is a condition of booking with us for Organiser Bookings.

Your policy should cover cancellation, medical expenses, repatriation, missed departure, travel disruption, baggage, personal liability and any activities you plan to take part in.

It is your responsibility to make sure the policy is suitable for your needs, destination, medical circumstances and the full value of your booking.

If you travel without adequate insurance, we will not be responsible for losses that would otherwise have been covered by insurance.

10. Passport, visa, health and entry requirements

You are responsible for ensuring that you and all members of your party have valid passports, visas, health documents, vaccination records, travel permissions and any other entry or transit documents required.

Requirements can change at short notice. You must check the current position with official government sources, embassies, consulates, airlines and relevant authorities before travel.

We can provide general guidance, but we are not responsible if you cannot travel because you have not met passport, visa, immigration, health or entry requirements.

You must reimburse us for any fines, charges, losses or costs we incur because you have failed to comply with these requirements.

11. FCDO travel advice

You are responsible for checking Foreign, Commonwealth & Development Office travel advice for your destination before booking, before departure and during your trip.

FCDO advice can change. If advice changes after booking, your rights will depend on whether we are acting as organiser/operator or agent, the type of booking, the Supplier’s terms and the circumstances at the time.

12. Special requests

Please tell us about any special requests at the time of booking, such as dietary requirements, room location, cabin location, assistance needs or celebration requests.

We will pass reasonable requests to the relevant Supplier, but we cannot guarantee they will be met unless we specifically confirm this in writing.

Special requests do not form part of your contract unless confirmed by us or the Supplier in writing.

13. Medical conditions, disabilities and reduced mobility

You must tell us before booking if you or anyone in your party has a medical condition, disability, reduced mobility, pregnancy, dietary requirement or other need that may affect travel.

We will do our best to help, but some holidays, cruises, tours, accommodation, transfers or destinations may not be suitable for all travellers.

Suppliers may require medical information, fitness-to-travel confirmation, assistance forms or other documentation.

If you do not tell us about relevant needs before booking, and the Supplier cannot accommodate them, your booking may be cancelled and cancellation charges may apply.

14. Pregnancy

Airlines, cruise lines and tour operators have their own rules on pregnancy and travel. Cruise lines in particular may refuse travel if you will reach a certain stage of pregnancy during the cruise.

You must tell us before booking if anyone travelling is pregnant or may be pregnant at the time of travel.

15. Changes by you

If you want to change your booking, you must contact us in writing.

We will try to help, but changes are not always possible. Any change will be subject to availability, Supplier terms, fare rules and applicable charges.

For Agency Bookings, the Supplier’s amendment charges will apply, along with our administration charge.

For Organiser Bookings, you must pay any costs we incur, any Supplier charges and our administration charge.

Our standard amendment administration charge is £25 per person, unless we advise otherwise at the time of booking.

Some travel arrangements, including many flights, event tickets, cruise fares, promotional fares and non-refundable hotel rates, may be non-changeable and non-refundable.

16. Transfer of booking to another person

For Organiser Package Bookings, you may be able to transfer your booking to another person if they satisfy all conditions of the holiday and you give us reasonable notice.

You and the person taking over the booking will be jointly responsible for paying any outstanding balance, amendment fees and Supplier costs.

Transfers are not always possible, particularly where flights, cruises, rail tickets, event tickets or visa arrangements are involved.

For Agency Bookings, the Supplier’s own rules apply.

17. Cancellation by you

If you wish to cancel, you must notify us in writing.

Cancellation takes effect from the date we receive your written cancellation during our normal opening hours.

For Agency Bookings, the Supplier’s cancellation charges will apply, along with our administration charge.

For Organiser Bookings, cancellation charges will be confirmed at the time of booking and may vary depending on the arrangements. Unless stated otherwise, the following cancellation scale applies:

• Before balance due date: Loss of Deposit paid
• On or after balance due date: 100% of the total booking cost

Some arrangements may be 100% non-refundable from the time of booking.

If the reason for cancellation is covered by your travel insurance, you may be able to claim through your insurer.

18. Changes or cancellation by us as organiser/operator

For Organiser Bookings, we may occasionally need to make changes to your confirmed arrangements.

Most changes are minor. Examples include small changes to flight times, accommodation of the same or higher standard, or minor itinerary adjustments.

If we make a significant change before departure, we will tell you as soon as reasonably possible and offer you the options required by law, which may include accepting the change, accepting an alternative holiday if available, or cancelling with a refund.

We will not pay compensation where the change or cancellation is due to Events Beyond Our Control.

19. Changes or cancellation by a Supplier where we act as agent

For Agency Bookings, the Supplier is responsible for providing the travel services.

If the Supplier changes or cancels your arrangements, we will pass on the information we receive and help where reasonably possible. Your rights and remedies will be against the Supplier and will be governed by their terms and conditions.

20. Events Beyond Our Control

We will not be liable to pay compensation where the performance of our obligations is affected by Events Beyond Our Control.

Events Beyond Our Control include, but are not limited to, war, threat of war, terrorism, civil unrest, industrial action, natural disaster, fire, flood, extreme weather, closure of airports or ports, airspace restrictions, technical transport issues, government action, changes to FCDO advice, epidemics, pandemics, health emergencies, unavoidable operational changes, strikes, lock closures, river conditions, low or high water levels, or any other event beyond our or our Suppliers’ control.

21. Cruises and river cruises

Cruise itineraries, ports, sailing times and vessels may be changed for operational, weather, safety, security, water level, port authority, lock, technical, medical or other reasons.

The master or cruise operator may alter the route, omit ports, substitute ports, delay sailing or make other changes where reasonably necessary.

Cruise operators have their own conditions of carriage, health requirements, mobility rules, pregnancy rules, gratuity policies and boarding requirements. These will also apply to your booking.

You are responsible for completing any required cruise registration, online check-in and passenger information forms.

Failure to complete required information or arrive at the embarkation point on time may result in denied boarding without refund.

22. Flights and transport timings

Flight, rail, ferry, cruise and transfer timings are provided by Suppliers and are subject to change.

Timings shown on quotes, confirmations and tickets are estimates unless confirmed as final by the carrier.

You must check your travel documents carefully and arrive at airports, stations, ports and meeting points in good time.

If you miss a flight, cruise, train, transfer or other service because you are late or fail to comply with check-in requirements, you will be responsible for any additional costs.

23. Accommodation standards and descriptions

Accommodation ratings are provided by Suppliers, local authorities or our own reasonable assessment. Standards vary between countries and Suppliers.

Images, descriptions and facilities are provided in good faith and may change. Facilities may be unavailable due to maintenance, weather, seasonality, occupancy, local rules or operational reasons.

24. Excursions and optional activities

Excursions and optional activities may be booked before departure or locally.

Where an excursion is included in your Package, we are responsible for it as part of your Package where we act as organiser.

Where you book an excursion locally, directly with a local provider, or as an optional extra not forming part of your Package, your contract will usually be with the excursion provider and their terms will apply.

25. Event, sport and ticket bookings

Event tickets, sports tickets, theatre tickets, concerts and attraction tickets are often non-refundable and non-transferable.

You are booking the event or fixture, not necessarily a specific date or time. Dates, kick-off times, venues, performers and schedules may change.

If an event is postponed, tickets will usually transfer to the new date. Refunds will only be available where the Supplier provides a refund.

For sports fixtures, home section rules may apply. Wearing away colours or displaying away team support may result in refusal of entry or removal from the venue.

We are not responsible for lost, stolen or confiscated tickets, or for refusal of entry caused by your behaviour or failure to comply with venue rules.

26. Behaviour

You must behave responsibly and must not cause distress, danger, offence, disruption or damage to others, property, staff, Suppliers or fellow travellers.

If your behaviour causes concern, Suppliers, carriers, accommodation providers, cruise operators or other persons in authority may refuse travel, remove you from accommodation, disembark you, deny entry or terminate your arrangements.

In such circumstances, no refund or compensation will be payable and you will be responsible for any additional costs.

You will also be responsible for any damage, losses or expenses caused by you or your party.

27. Complaints while travelling

If you have a problem during your trip, you must report it immediately to the relevant Supplier and to us as soon as possible, so there is an opportunity to resolve it.

If you do not report the problem at the time, this may affect your ability to claim compensation later.

28. Complaints after travel

If your complaint is not resolved while travelling, you must contact us in writing within 28 days of your return, including your booking reference, full details and any supporting evidence.

For Agency Bookings, we will assist by liaising with the Supplier, but responsibility for the travel services remains with the Supplier.

For Organiser Bookings, we will investigate in line with our obligations as organiser.

29. Our liability where we act as organiser/operator

Where we act as organiser of a Package, we are responsible for ensuring the travel services included in your Package are performed properly, subject to these Terms & Conditions and applicable law.

We will not be responsible where any failure is due to:

• Your acts or omissions.
• The acts or omissions of a third party unconnected with the provision of the travel services.
• Events Beyond Our Control.
• Any event which we or our Suppliers could not reasonably foresee or prevent.

Our liability may be limited by international conventions that apply to travel by air, sea, rail or road, including the Montreal Convention and Athens Convention where applicable.

We do not limit or exclude liability for death or personal injury caused by our negligence, or for any matter where liability cannot legally be limited or excluded.

30. Our liability where we act as agent

Where we act as agent, your contract is with the Supplier or tour operator.

We are responsible for making the booking in accordance with your instructions and using reasonable skill and care in providing our agency services.

We are not responsible for the actual provision of the travel services or for the acts, omissions, failures or negligence of the Supplier.

If we are found liable to you in relation to our agency service, our liability will be limited to the commission we earned on the affected booking, except where we cannot legally limit liability.

31. Data protection

We will process your personal data in accordance with our Privacy Policy.

We may need to share your personal data with Suppliers, airlines, cruise lines, hotels, transfer providers, authorities, insurers, payment providers and other parties necessary to arrange and provide your booking.

This may include special category data such as health, dietary, accessibility or religious information where relevant to your booking.

Some data may be transferred outside the UK or EEA where necessary to provide your travel arrangements.

32. Documentation

Travel documents are usually sent by email, although some documents may be posted where applicable.

You must check all documents as soon as you receive them and tell us immediately if anything appears incorrect.

It is your responsibility to travel with the correct documents, including passports, visas, tickets, boarding passes, cruise documents, insurance details and any required health or entry documents.

33. Website information

Information on our websites, emails, adverts and brochures is provided in good faith and is intended as general guidance.

Travel arrangements, prices, itineraries, facilities, images and inclusions may change or be withdrawn.

We reserve the right to update website content, prices and offers at any time.

34. Law and jurisdiction

These Terms & Conditions are governed by English law.

You and we agree that the courts of England and Wales have jurisdiction, unless you live in Scotland or Northern Ireland, in which case you may bring proceedings in your local court under Scottish or Northern Irish law as applicable.

35. Contact details