- 1. Your booking
- 2. General legal provisions and responsibilities
- 3. When your contract comes into force
- 4. Financial Protection
- 5. Booking and payments
- 6. The price
- 7. Changes or cancellations by you
- 8. Changes or cancellation by us
- 9. Your responsibilities
- 10. Limitation of Liability
- 11. Our liability
- 12. Complaints and claims
- 13. Data protection
- 14. Travel insurance
1. Your booking
1.1. These are the booking conditions that apply to your booking. However, they do not apply to any flight bookings on British Airways or Iberia services (including services operated by our franchisee, code-share and oneworld® partner airlines) unless they are part of a "Package" as defined below in clause 1.4.2
1.2. In these booking conditions, "we", "us" and "our" refer to British Airways Plc, British Airways Holidays Limited or Iberia LINEAS AEREAS DE ESPAÑA, S.A., Operadora, Sociedad Unipersonal, as the context requires (see Clauses 2.2 and 2.3 below). The registered office for British Airways Plc, company number 1777777, and British Airways Holidays Limited, company number 00554278, is Waterside, PO Box 365, Harmondsworth, UB7 0GB, United Kingdom. We are registered in England. The postal address for British Airways Holidays is Astral Towers, Betts Way, Crawley, West Sussex RH10 9XA, United Kingdom. The registered office for Iberia LINEAS AEREAS DE ESPAÑA S.A. Operadora Sociedad Unipersonal ., company number A85850394, is C/Martinez Villergas 49, 28027 Madrid, Spain. For local contact details please refer to ba.com or Iberia.com.
1.3. For passengers originating in the USA or Canada, the land products offered on ba.com or via our call centre must be booked and purchased in the USA or Canada in conjunction with a British Airways or Iberia flight or an American Airlines domestic flight, purchased at published retail fares. Except where otherwise stated (such as in a Package that includes flights), all airfares are additional to land prices. For residents of Quebec, Canada, we are pleased to announce that the products featured on this website or through our call centre are available to book exclusively through your travel agent.
1.4. In these booking conditions the following definitions shall apply, as per Directive (EU) 2015/2302 of the European Parliament and of the Council on Package Travel and Linked Travel Arrangements and/or the “Package Travel and Linked Travel Arrangements Regulations 2018 (as amended), as relevant (together, “Package Travel Regulations”)”:-
1.4.1. “travel service” means (a) the carriage of passengers; (b) the provision of accommodation which is not intrinsically part of the carriage of passengers and is not for residential purposes; (c) the rental of cars; and (d) any other tourist service not intrinsically part of a travel service within the meaning of (a), (b) or (c).
1.4.2. Subject to paragraph 1.4.4 a “Package” means a combination of at least two different types of travel services for the purpose of the same trip or holiday if;
(a) those services are combined by one trader, including at the request of, or in accordance with, the selection of the traveller, before a single contract on all services is concluded; or
(b) those services are-
(i) purchased from a single point of sale and selected before the traveller agrees to pay,
(ii) offered, sold or charged at an inclusive or total price,
(iii) advertised or sold under the term “package” or under a similar term,
(iv) combined after the conclusion of a contract by which a trader entitles the traveller to choose among a selection of different types of travel service, or
(v) purchased from separate traders through linked online booking processes where-
(aa) the traveller’s name, payment details and email address are transmitted from the trader with whom the first contract is concluded to another trader or traders, and
(bb) a contract with the latter trader or traders is concluded at the latest 24 hours after the confirmation of the booking of the fist travel service, irrespective of whether the traveller concludes separate contracts with one or more travel service providers in respect of these services.
1.4.3. Subject to Clause 1.4.4 a “Linked Travel Arrangement” means at least two different types of travel service purchased for the same trip or holiday, not constituting a “Package”, resulting in the conclusion of separate contracts with the individual service provides if a trader facilitates:-
(a) on the occasion of a single visit to, or contact with, a trader’s point of sale, the separate selection and separate payment of each travel service by travellers; or
(b) in a targeted manner the procurement of at least one additional travel service from another trader where a contract with such other trader is concluded at the latest 24 hours after the confirmation of the booking of the first travel service.
1.4.4 A combination of travel services where not more than one type of travel service of the kind listed in paragraph (a), (b), (c) of the definition of “travel service” is combined with one or more travel services of the kind listed in paragraph (d) of that definition does not constitute a “Package” or “Linked Travel Arrangement” if the latter services:-
(a) do not account for a significant proportion of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the combination; or
(b) are selected and purchased after the performance of a travel services of the kind listed in paragraph (a), (b) or (c) of the definition of “travel service” has started.
1.4.5 “EEA” means European Economic Area which comprises the following countries: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
1.5. Please note that if you have made a booking and you then make a subsequent change Clause 7.4 will apply.
1.6. These booking conditions apply to your booking as follows:
- Clauses 1 to 3 and 5 to 13 inclusive apply to all bookings made with us;
- Clause 4 applies only to Packages and Linked Travel Arrangements;
- Clause 14 applies to travel insurance.
1.7. If you have booked car rental with us, it is your responsibility to read through any Important Information and Essential Information output at time of booking and on your documentation. Should you opt to purchase additional items at the depot such as (but not limited to) child seat, GPS, additional drivers, excess reduction, ski racks, winter tyres/equipment, additional insurances etc. additional charges, local taxes and surcharges will apply and you’ll enter into a separate contract with the car rental provider for these optional items – this contract will have its own Terms and Conditions. Please ask Avis to explain any charges, taxes and surcharges before accepting them.
1.8. Any special offers booked may have specific Terms and Conditions attached, in addition to these booking conditions. Please refer to the promotional literature and check these before booking as once confirmed you are deemed to have accepted them.
2. General legal provisions and responsibilities
2.1. Your contract is governed exclusively by English law and is subject to the exclusive jurisdiction of the courts of England and Wales, but not exclusively if you are domiciled elsewhere as detailed in Clauses 2.1.1 to 2.1.7:
2.1.1. If you are resident in the United Kingdom but outside of England and Wales, then the courts of Scotland or Northern Ireland (depending on your residence) also have jurisdiction.
2.1.2. If you are a resident of Australia and your travel arrangements commence from Australia, your contract is governed in all aspects by the law of the State of New South Wales (Australia) and any legal action arising under contract shall be litigated only in the appropriate Court having jurisdiction in that State.
2.1.3. If you are a resident of Canada and your travel arrangements commence from Canada, or a resident of the USA and your travel arrangements commence from the USA, your contract is governed in all aspects by the substantive laws of the State of New York (USA) and any legal action arising under contract shall be litigated only in the appropriate Court having jurisdiction in that State, (or if applicable the laws of the State you are resident in).
2.1.4. If you are a resident in a member state of the EEA then the courts of that member state also have jurisdiction.
2.1.5. If you are a resident of Germany and your travel arrangements commence from Germany, your contract is governed in all aspects by German law, although English is the contractual language.
2.1.6. If you are a resident of a member state of the EEA and have booked a Package, your contract is governed in all aspects by English law but you will have the benefit of any mandatory rules of law applicable in your country of residence.
2.1.7. If you are a resident of Italy, then the courts of your place of residence or domicile have exclusive jurisdiction.
2.2. If you are a resident of the United Kingdom, the Channel Islands, the Isle of Man, Spain, another EEA country (as defined in 1.4.5), Mexico or Panama and have booked a Package, your contract will be with British Airways Holidays Ltd. In the case of a Package booked by a person resident elsewhere your contract will be with British Airways Plc.
2.3. Where your contract is with British Airways Plc, British Airways will operate the flights (except for services operated by our franchisee, codeshare and oneworld partner airlines) but will arrange your ground services through its wholly owned subsidiary British Airways Holidays Ltd.
2.4. Where Clause 2.3 applies, British Airways Holidays Ltd., on behalf of British Airways Plc, has contracted with independent contractors to provide hotel accommodation, car rentals and other land services. Except in the case of Packages sold to UK & EEA residents, neither British Airways Plc nor any of its subsidiaries or affiliates (including, without limitation, British Airways Holidays Ltd., Teleflight Limited d/b/a Flytele, and / or callBA (BA Call Centre India Private Limited), (together hereafter referred to as “BA”)) are responsible for any acts and/or omissions of these independent contractors, their employees, agents, servants or representatives and BA will accept no responsibility or liability in respect of either person or property for any loss, damage, injury, accident, delay or irregularity however occasioned, sustained or suffered during or on any land services, or in the carrying out of any such arrangements booked by or through BA. For the avoidance of doubt, this clause does not seek to exclude liability for death or injury to the extent caused or contributed to by the negligence of BA or its employees.
2.5. The booking conditions apply equally to you and to all persons named in your booking. Where you make a booking on behalf of other people, it is your responsibility as their agent to bring these booking conditions to their attention and ensure that they have read them. We rely on the fact that, in making the booking on behalf of all persons named in your booking, you have done this.
2.6. The law regarding accommodation for persons with disabilities varies from country to country and we cannot guarantee that all hotels, transport and amenities will be equipped and suitable for wheelchair users or disabled persons. British Airways Holidays will provide assistance to persons with disabilities if such services have been expressly offered as part of a Package, or British Airways Holidays has expressly agreed to provide the assistance requested by the customer.
2.7. If you have special requests, these must be requested at time of booking. Please note that while we do our best to fulfil special requests and advise the supplier of your preferences these cannot be guaranteed. Special requests may be subject to additional charges which are payable locally direct to the supplier.
2.8. These Terms and Conditions are in both English and other languages. In case of inconsistency, the English version is the original language and any other version is a translation for information purposes only. In case of conflict, the English version will prevail and will be the binding version for both parties.
3. When your contract comes into force
3.1. This Clause does not apply to travel insurance. Travel insurance is dealt with in Clause 14.
3.2. If you book with us directly on the internet at ba.com or Iberia.com, your contract will come into existence immediately at the time your booking is completed (unless Clause 3.3 or 3.4 applies). Your booking is completed when you see a "Booking Confirmation" page on your screen. We will send you an email or letter confirming your travel arrangements, together with a link to an online summary of your booking that contains a link to these conditions.
3.3. If you are resident of the United Kingdom or Ireland and have booked with us over the telephone and your departure date is more than 14 days after the date of your booking, your contract with us will come into force after 24 hours, during which time you are allowed to cancel your arrangements with us and receive a full refund, and will not be subject to any cancellation charges.
3.4. Once you have made a booking, then any amendments to your original itinerary, subject to the specifications included in Clauses 7 and 8 (such as adding additional products), whether over the telephone, the internet or otherwise, will be subject to these booking conditions. These booking conditions will come into effect immediately once the amendment has been confirmed.
4. Financial Protection
4.1. Financial Protection for Package Bookings made from 1 January 2021 onwards
4.1.1. If you book a Package that has the first departure point from the UK, you will receive a confirmation invoice from us confirming your arrangements and your protection under Air Travel Organiser's Licencing (ATOL) scheme. Our ATOL number is ATOL 5985. In the unlikely event of our insolvency, the Civil Aviation Authority (CAA) will ensure that you are not stranded abroad and will arrange to refund any money you have paid us for an advance booking. For further information visit the CAA website.
18.104.22.168. Your Financial Protection. When you buy an ATOL protected flight inclusive Package 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.
22.214.171.124. 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).
126.96.36.199. 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 take 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.
4.1.2. If you book a Package (as defined in clause 1.4.2) which includes a flight element that has the first departure point from the EEA (as defined in clause 1.4.5), Switzerland, the Channel Islands or the Isle of Man any consumer protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited. Such arrangements are intended to comply with the requirement to provide security for prepayments. For further information, visit the IPP website.
188.8.131.52 For customers based in the EEA this is underwritten by Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialist Markets, a member of the Liberty Mutual Insurance Group. Registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg. Registered Number B232280 (Registre de Commerce et de Societes) LMIE is a European public limited company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company.
184.108.40.206 For customers based in Switzerland this is underwritten by Liberty Managing Agency Limited, which is a member of Liberty Mutual Group and is the Managing Agency for and on behalf of Syndicate 4472 at Lloyd’s of London Liberty managing Agency Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority; and it is a company incorporated in England and Wales under company number 03003606 whose registered office is at 20 Fenchurch Street, London, EC3M 3AW.
4.1.3. If you are a resident of the UK, the EEA (as defined in clause 1.4.5), Switzerland, the Channel Islands or the Isle of Man and have booked a Package (as defined in Clause 1.4.2) which departs from anywhere other than the UK, the EEA, Switzerland, the Channel Islands or the Isle of Man any consumer protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited. Clauses 220.127.116.11 and 18.104.22.168 show how these insurance arrangements are underwritten. Such arrangements are intended to comply with the requirement to provide security for prepayments. For further information, visit the IPP website.
4.1.4 If you are a resident of the UK, the EEA (as defined in clause 1.4.5), Switzerland, the Channel Islands or the Isle of Man and have booked a Package (as defined in Clause 1.4.2) which does not include a flight any consumer financial protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited. Clauses 22.214.171.124 and 126.96.36.199 show how these insurance arrangements are underwritten. Such arrangements are intended to comply with the requirement to provide security for prepayments. For further information, visit the IPP website.
4.2. Financial Protection for Linked Travel Arrangements
If you book, in the UK or EEA, travel services that create a Linked Travel Arrangement (as defined in Clause 1.4.3) you will NOT benefit from the same rights applying to Packages under the Package Travel Regulations.
If you book and pay, in the UK or EEA, for a flight and subsequently, during the same visit to our booking website or by clicking on a link we send to you within a period of 24 hours, go on to book additional travel services (as defined in Clause 1.4.1) this will create a Linked Travel Arrangement. In that case, as required by the Package Travel Regulations, British Airways will have protection in place to refund your payments for flight services not fully performed because of British Airways’ insolvency, and for your repatriation. British Airways has taken out insolvency protection with International Passenger Protection Limited, which is underwritten by Insurers who are Lloyds Syndicates. For further information, visit the IPP website. Please note that this insolvency protection only provides protection for your flight and does not cover contracts with other parties which can be performed despite British Airways’ insolvency.
4.3 Financial Protection for Package Bookings made up to and including 31 December 2020
4.3.1 If you have booked in the UK or EEA a Package (as defined in Clause 1.4.2) which departs from anywhere other than the UK, the EEA, Switzerland, the Channel Islands or the Isle of Man any consumer protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited. Clauses 188.8.131.52 and 184.108.40.206 show how these insurance arrangements are underwritten. Such arrangements are intended to comply with the requirement to provide security for prepayments. For further information visit the CAA website.
220.127.116.11. Your Financial Protection. When you buy an ATOL protected flight inclusive Package 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.
18.104.22.168. 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).
22.214.171.124. 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 take 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.
126.96.36.199. If you are a resident of the UK, EEA, Switzerland, the Channel Islands or the Isle of Man and have booked a Package (as defined in Clause 1.4.2) which does not include a flight any consumer financial protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited and underwritten by Insurers who are Liberty Manual Insurance Europe SE.. Such arrangements are intended to comply with the requirement to provide security for prepayments. For further information, visit the IPP website.
188.8.131.52. If you are a resident of Switzerland and have booked a Package (as defined in Clause 1.4.2) any consumer financial protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited and underwritten by Insurers who are Liberty Managing Agency Ltd. Such arrangements are intended to comply with the requirement to provide security for prepayments. For further information, visit the IPP website.
5. Booking and payments
5.1. When you make a booking we will either ask you to pay the price in full, or, if your booking meets certain criteria, we may offer you the option to pay a deposit.
5.1.1. If you choose to pay a deposit, the remaining balance must be paid in full within the timeframes specified at the time of booking and in your ‘Booking Confirmation Email’.
5.1.2. If we do not receive this balance in full and on time, we reserve the right to treat your booking as being cancelled by you in which case the cancellation conditions as set out in clause 7.5 will apply.
5.2. Payment by credit card (or debit card for UK only) is required to make a reservation. Payment will be listed as British Airways on your credit / debit card statement.
5.3. If you have made your booking on the internet your "Booking Confirmation" page will display a link to your flight e-ticket and land vouchers. It is your responsibility to print and retain these vouchers.
5.4. If you have made your booking via telephone you will receive a "Booking Confirmation email" which will display a link to your flight e-ticket and land vouchers. It is your responsibility to print and retain these vouchers. In some instances, your flight e-ticket and land vouchers may be posted to you if you do not have an email address.
5.5. Your flight e-ticket and land vouchers are important documents serving as confirmation of payment and as an exchange document. You must take these vouchers with you and exchange them for the services you have booked through us. Without them you will not be able to prove that you have booked and paid for the relevant product/service and the product/service will not be provided by the supplier or you may be charged locally by the supplier.
5.6 You should check carefully the booking details and all documentation provided to you (including these booking conditions) and contact us immediately if you think any details we give you are inaccurate.
5.7. Only we, the person who makes or pays for the booking, those individuals whose names appear in the booking and will be using the services and, when travel insurance is purchased, those persons referred to in Clause 14 shall have any rights to enforce any of these booking conditions. Except as stated in Clause 14, and in accordance with Clause 2.5, only we and the person who makes the booking, or payment, may cancel or change it or any part of it and the consent of any other persons whose names appear on the booking is not required for any such change or cancellation.
5.8. The person who makes or pays for the booking must be at least 18 years old. Some hotels and other suppliers may require some or all of your group to be at least a particular age, or for at least one person in each room to be of at least a particular age. The majority of hotels in the USA for example impose a limit of 21 years old. To check a specific hotel’s policy, please contact us.
5.9. British Airways Executive Club Members who are registered in the United Kingdom or the United States of America and make a booking on ba.com, which includes a Hotel, Car, Transfer or Sightseeing and where a flight is included, the flight element originates in their registered country, can collect ‘Bonus Avios’ where advertised. The actual level to be awarded will be displayed at the time of booking as ‘Bonus Avios’ on ba.com.
Iberia Plus members who are registered in Spain and make a booking on iberia.com where the individual elements have not been displayed separately and the flight element originates in Spain, can collect ‘Extra Avios’ where advertised. The actual level to be awarded will be displayed at the time of booking as ‘Extra Avios’ on Iberia.com.
5.9.1. To qualify for ‘Bonus Avios’ or ‘Extra Avios’, you must have an active British Airways Executive Club or Iberia Plus account into which they can be awarded.
5.9.2. The Avios will not be awarded to you if you have registered for the British Airways Executive Club or Iberia Plus in one country, but selected a different county of residence when making your booking.
5.9.3. Avios will be shown in your account 5-6 weeks after completion of travel. If your booking is cancelled no Avios will be awarded.
5.9.4. ‘Bonus Avios’ or ‘Extra Avios’will be awarded per booking, and only paid into the account of the British Airways Executive Club or Iberia Plus member who is the first named adult in the booking.
6. The price
6.1. Prices are quoted in the local currency as determined by your country of departure.
6.2. Your flight price (if any) includes flights as confirmed on your confirmation e-ticket or letter receipt, all UK airport taxes, fees and carrier charges including Air Passenger Duty, and all outside of the UK pre-payable airport taxes, fees and carrier charges.
6.3. Your accommodation price (if any) will, where possible, include pre-payable Government taxes and compulsory service charges. Some destinations and/or hotels will require you to pay additional taxes and compulsory charges whilst you are at the hotel e.g. City Taxes, Resort Fees etc. which are not included in the accommodation price. We will endeavour to provide you with information about any such charges at time of booking or notify you if we are informed of their introduction after you have booked.
6.4. Hotel and apartment prices are per room per night and are based on the dates and occupancy you specify to us at the time of booking.
6.4.1. Triple room rates can apply to either a full size triple room, designed to take three single beds, or to a twin/double room with an extra rollaway bed.
6.4.2. Hotel and apartment facilities, such as sports and leisure equipment, are not included unless otherwise stated in the hotel / apartment description.
6.4.3. Check-in at most hotels is around 2pm, with check-out by 11am, but can vary by hotel, time of year and country. The price you pay us for a night’s accommodation reflects the standard check-in and check-out times confirmed to you upon arrival at the hotel or apartment. Once at the hotel or apartment, should you wish to check-in earlier or check-out later, you may be able to do this for a charge payable locally, subject to availability. If you wish to guarantee an earlier arrival or later departure, we suggest you pre-book an extra night with us before you travel. Most hotels and apartments will allow you to leave your luggage in reception or their luggage room should you not have access to your room.
6.5. Car rental prices are per car per day and are based on the booked dates. For car rental inclusions and exclusions in the price we quote, please refer to relevant pages on ba.com for full details when booking, or your voucher. We draw your attention to this as there are specific requirements for car rental that will vary depending on the country in which you rent your car, such as minimum or maximum ages you need to be in order to drive and any excesses that may be applicable. You will be asked to acknowledge these at time of booking, and thereby are deemed to have read and agreed to them.
6.6 When you book a Package as defined in clause 1.4.2, at a single all-inclusive price, we are unable, for commercial reasons, to provide a price breakdown of the individual components of the Package.
6.7. Any Book Together and Save Discount shown on your confirmation or invoice is only applicable where you have purchased your flight and hotel or car rental together in the same transaction. The saving shown is compared to the price you would have paid had you booked as two separate transactions on ba.com or via our call centre the exact same itinerary using comparable options, such as cabin, flexibility of flight ticket, room/car rental type, dates and duration. This is in addition to any applicable promotional discounts from other activity or bonus offers that may be applicable.
6.8. All Bonus Offers must be taken entirely within the stated dates to qualify for the price advertised. All Free Night Offers apply to consecutive nights booked at the relevant hotel only. These are valid for a maximum of one free night per stay, unless stated otherwise, and are subject to room availability. Wedding and Honeymoon offers are not always combinable with each other or any other Bonus Offers.
6.9. Charges for booking extra nights 'accommodation or extra days' car rental after your arrival will be at the rate advertised by the hotel or car rental supplier.
6.10. If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.
6.11. The following are not included in the price:
- travel insurance (which we strongly recommend you take out for your trip);
- flights (unless booking a Package that includes flights);
- cots and food for infants (usually payable directly to the hotel);
- meals (unless otherwise specified);
- room service (unless otherwise specified);
- transfers (unless otherwise specified);
- excursions or entrance fees (unless otherwise specified);
- all tips, laundry and all items of a personal nature such as beverages, taxi and bus fares and shopping expenses;
- passport, visa and health protection fees;
- hotel car parking (where applicable) and the cost of getting to and from the airport;
- certain hotel and apartment facilities, such as sports and leisure equipment. If in doubt, please contact us prior to travel or ask at the reception desk on arrival.
6.12. Definitions of a "child" may vary by reference to age between our suppliers and will determine the price you pay for them.
6.12.1. Airline definitions of a child in terms of age are standard - an 'infant' is under 2 and a 'child' is between 2 and 11 years on the return date of travel. A 'child' must take up a seat on an aircraft. An 'infant' is not provided with a seat on an aircraft and is expected to sit on your lap for the whole of the flight. If you require a seat for an infant, the infant must be booked and paid for as a 'child'.
6.12.2. A hotel's definition of a 'child' can and does vary, but is always advised at the time of booking. Unless otherwise specified, child prices where included are based on one or two children (using existing bedding or a rollaway or sofa bed) sharing a room with two adults. Child prices do not apply to single, triple or quad rooms, except where it is specifically stated that a family offer applies. Available room occupancy options and prices are determined at the time of booking based on the child ages you provide us with. If a rollaway is used to accommodate the child, a charge may be made locally. Child prices include the same meal basis as the accompanying adults, except where children stay free of charge, in which case no meals are included in the price (unless stated otherwise).
6.12.3. Infants under 2 years are generally accepted free in hotels, however not all room types are large enough to accommodate an infant's cot. Cots must be requested at the time of booking, and some hotels may charge a fee payable locally. We will advise the supplier of your requirements for a cot, but this request cannot be guaranteed. If we are advised by the supplier before you depart this request cannot be confirmed, we will advise you. Otherwise you will need to check when you arrive. In these circumstances, we strongly advise you to make your own arrangements.
6.13. The price of certain services, such as theatre tickets or special events, purchased through us may be higher than the face value of the tickets you will receive. We offer these services to give you the opportunity to book and purchase them in advance and without having to call overseas, send faxes, queue or risk unavailability at your destination and therefore we may charge you for this service.
6.14. Some bookings must include a minimum stay of 3 nights including a Saturday night to qualify for certain prices advertised by us.
6.15. Whilst we endeavour to ensure that the correct prices are displayed on our website and/or advised to you by our call centre, on rare occasions there may be an incorrect price bookable. In such cases (including where we have confirmed your booking), we reserve the right to cancel the booking. If we do cancel the booking, we will notify you and return all monies paid. At that stage, you may also contact us to select an alternative holiday, paying or receiving any difference in price where relevant, or you may request to reinstate the original booking by paying the correct price within the time period indicated by us.
6.16. British Airways Holidays Ltd is a Tour Operator based in the UK and therefore accounts for VAT under the Tour Operator Margin Scheme (TOMS) as required by HMRC (Revenue and Customs), we therefore cannot issue VAT invoices.
7. Changes or cancellations by you
7.1. To cancel your booking or to make an amendment to your existing itinerary, you will need to contact your local call centre for assistance, as these cannot be carried out online at ba.com.
7.2. If you wish to book extra services that were not included in your original booking (for example extra nights' accommodation) you can do so by contacting us, subject to availability of the additional services.
7.3. If an individual wishes to cancel from a booking, but not the entire party, the charges for this individual cancellation will be calculated on the basis of individual cancellation fees applicable to the particular component being cancelled (if any) or otherwise an amendment fee will apply. The applicable fees will be advised at the time of requesting the amendment (see Clause 7.6).
7.4. Amendments to your booking
7.4.1. If you wish to amend any part of your booking after your contract with us has come into existence (for example, transferring to a different hotel, amending to multiple hotels, asking for a different departure date, adding extra people or transferring the booking to another person) you should contact us and we will tell you if we can meet your requests. All amendments are subject to availability.
7.4.2. In the event of any changes to your car rental reservation, including named drivers, removal of extras, such as, but not limited to, child seats, GPS, additional insurances, etc. or the rental itself, it will result in your booking being re-priced. Any increases in price will be passed on to you in addition to the applicable amendment fee, whilst any decreases will be refunded to you less any applicable cancellation or amendment fees as advised at time of booking (see Clause 7.6).
7.4.3. If you have booked a Package and wish to reduce the duration of your hotel or car arrangements, this may not always be possible due to the restrictions attached to the type of air fare booked. You should contact us and we will tell you if we can meet your requests.
7.4.4. If we can make the amendments you request, then you must pay us any additional charges made by the suppliers of the services (e.g. hotel, car rental company) to make the changes. In addition we will charge you an amendment fee, which is non-refundable in the event you later cancel your booking. The amendment fee charged will be determined by the currency of your booking and the type of change you are requesting, and is advised at time of booking (see Clause 7.6).
7.4.5. If you are a resident of the UK or EEA purchasing a Package, you are allowed (under the Package Travel Regulations) to amend individuals' names, subject to an amendment fee, and any additional charges made by the suppliers of the services (e.g. airline, hotel, car rental company, experience provider or transfer provider) to make the changes, which will be advised at time of enquiry. Any changes of the individuals named in the booking are conditional on the substitute individual accepting these booking conditions and otherwise satisfying all the conditions applicable to the Package. Name changes within 48 hours of departure are not guaranteed.
7.4.6. If you are not a resident of the UK or EEA, we do not permit name changes. This means any name change is treated as a cancellation and rebooking, and as such the cancellation charges as advised at time of booking will apply (see Clause 7.6).
7.4.7. Alterations to your airline ticket will be dealt with in accordance with the relevant airline's conditions of carriage and all relevant ticket conditions. Please note that some types of tickets may be non-refundable and non-changeable.
7.5. Cancellation of your booking
7.5.1. If you cancel any part of your booking after your contract comes into existence, the following applies:
- If you have booked a Package for which you have paid an inclusive price, charges for cancelling your Package are set out at time of booking (see Clause 7.6);
- For flights that do not form part of an inclusive Package (and as such are priced independently), cancellation of your airline ticket will be dealt with in accordance with the relevant airline's conditions of carriage and all relevant ticket conditions and fare rules. Please note that some types of tickets may be non-refundable and non-changeable;
- For cancellations by you (other than cancellations of flights), we will levy a cancellation charge. Our standard cancellation charges are set out at time of booking;
- The percentages referred to in the amendment and cancellation charges are percentages of the price stated on your confirmation email or letter, unless a fixed value is advised;
- If you received a discount for booking your hotel accommodation, car rental, transfers or experience in conjunction with a flight, then by cancelling the flight you will forfeit the discount and the discounted amount will be charged to you;
- Cancellation penalties are levied by us in order to cover the charges we incur from our suppliers and our administrative costs and become payable immediately.
7.5.2. If you have booked a Package, where the prices of individual elements have not been displayed separately, you may cancel individual elements providing your remaining booking meets the definition of a Package (see 1.4.2). Should you wish to cancel one or more elements, and your remaining elements no longer meet the definition of a Package, it will be deemed that you are cancelling the whole Package and will be subject to cancellation charges as set out at time of booking.
7.5.3. If you are a resident of the UK or EEA and have purchased a Package, you may cancel your booking before the start of the Package without paying any cancellation fees in the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity which significantly affect (a) the performance of the package or (b) the carriage of passengers to the destination.
7.6. Amendment and Cancellation fees
7.6.1 Amendment and cancellation charges will be applied to your booking as determined by the country of departure, the currency you booked in, and any special conditions attached to the product you have chosen. The eligibility to make changes and actual charges applied will be advised to you during the booking process, whether online or on the telephone, as applicable, before you confirm payment. (If you have not completed your booking, you can view Amendment and Cancellation Fees by closing this window). Should you require a copy, you should print this off now.
Once you have a confirmed booking, if you require a copy of the Amendment and Cancellation Fees applicable to your booking, you will need to contact us to be advised what these are.
If, after you have confirmed a booking, you add an additional hotel, car rental, transfer or experience to your original booking, these new elements will be subject to new amendment and cancellation charges. These values may differ to the charges applied to your original booking, but will be advised during the booking process before you confirm payment, and will be subject to the Terms and Conditions in this document. Once the addition/s to your original booking have been confirmed, if you require a copy of the Amendment and Cancellation Fees applicable to your booking, you will need to contact us to be advised what these are. The original booking elements will still have the original charges applied to them.
7.6.2. After departure, no refund will be made on any part-used itineraries (for Packages including a flight, hotel, car rental, transfers and experiences). For example, where you have checked out of your hotel early or returned your car rental early a 100% charge will apply.
7.6.3. Offline Booking Fees (where you have booked via a call centre and been charged a fee for this service), are non-refundable.
7.6.4. If you participated in the Carbon Offset scheme, this is non-refundable.
7.7. Charges for amendments or cancellations are calculated from the date we receive your request or notification.
7.8. Application for a refund of taxes, or for unused tickets if a refund is due, must be made within a month from the last flight departure date.
8. Changes or cancellation by us
8.1. It is unlikely that we will have to change or cancel your booking. If we do make changes then we will inform the person who made the booking as soon as we reasonably can. We reserve the right to make changes that are not significant and to correct minor or obvious errors in your booking details at any time without liability to you.
8.2. We will take reasonable steps to avoid having to cancel your booking. In the unlikely event that we are to cancel your booking we will notify you and we will provide a full refund.
8.3. We are only liable to you for cancellations or significant changes to your booking by us. A significant change is one that we make to your booking before your departure that affects an essential term of your contract. Examples of a significant change includes changes by us to:
- your destination area;
- your booked accommodation to that of an alternative property of a lower rating;
- your departure times or accommodation occupancy periods by more than 12 hours.
8.4. Where your booking includes accommodation and/or a flight please note that the following is not a significant change:
- A change of rating for the accommodation where the quality of the accommodation has not changed significantly since the time of the booking and the facilities are substantially as set out on our website or equivalent;
- A change in the accommodation where substitute accommodation is offered in a similar location and at least equivalent quality (at no additional cost to you);
- A change in the particular type of room booked where the substitute room is of at least equivalent quality.
- A change to your flight departure time(s) where the revised or substitute departure time is less than 12 hours difference to the departing time.
8.5. We are not liable to pay you compensation even for significant changes to your booking if Clause 11.3 applies.
8.6. If we make a significant change to your booking then, whether compensation is payable or not, you have a choice. You may:
- accept the significant change; or
- accept substitute arrangements of equivalent or superior quality if we are able to offer this to you; or
- accept substitute arrangements of lower quality if we are able to offer this to you together with a refund of the difference in price between the original and the substitute arrangements; or
- cancel your booking altogether, in which case we will process a refund in full of all money you have paid us for the booking within 7 days of your request.
8.7. You must tell us which one of the above choices (under Clause 8.6) you make within 7 days of being informed of the significant change we are making, or as soon as reasonably practicable if your departure is less than 7 days from the date you receive notification. If we do not receive notification from you about your choice you are deemed to have accepted the option in Clause 8.6.4 above.
8.8. Unless Clause 11.2 applies, you agree that if a significant change is made to your booking, whichever choice you make under Clause 8.6 above, we will only pay you for losses which may fairly and reasonably be considered as arising naturally (that is, according to the usual course of things) from the significant change we make.
9. Your responsibilities
If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services to which your booking relates, you are behaving in a way which will cause or is likely to cause danger or distress or annoyance to others or damage to property, we may terminate your booking. If this happens, we will not pay you anything and you will be responsible for travel back to your point of origin. If we incur expense as a result of your behaviour you shall fully compensate us for that expense.
9.1.1. If, due to your behaviour on a previous occasion, your booking is not accepted by one of our hotels or other service providers, we will contact you and give you the option to select an alternative hotel or service. You will pay or receive any difference in price to that originally paid. Alternatively, you may cancel the booking and receive a refund of monies paid less any costs that are incurred by British Airways Holidays.
For your own protection, we strongly recommend that you and all members of your party have suitable insurance (including insurance to cover the costs of cancellation of your holiday and the costs of assisting you if you or your party has an accident or becomes ill) for the full period of your holiday. Please note it is your responsibility to ensure the insurance you purchase is suitable and adequate for your particular needs. See Clause 14.
9.3. Passport and Visas
9.3.1. You must ensure that you have a valid passport and any necessary visas to enter any country you are visiting, including transit stops, prior to your departure.
9.3.2. If you are a British citizen, general information about passport and visa requirements for the Package you purchase can be found at Passports, visas and API.
9.3.3. If you are not a British citizen but you are a citizen of the EEA, further details of passport and visa requirements can be obtained by contacting Thames Consular on telephone number +44 (0) 20 7494 4957. If you are not a British Citizen nor a citizen of the EEA then you will need to make your own enquiries. We are not responsible or liable to you if you fail to follow the correct procedures. You shall reimburse any penalties or expenses that we or the relevant carrier incurs as a result of your failure to travel with appropriate travel documents.
9.3.4. Information about which visa you need can be found at IATA or by checking with the country's embassy you are visiting.
9.4. Health & Safety
9.4.1. It is your responsibility to ensure that you are fit to travel and participate in all parts of the services you have booked and undertake. It is also your responsibility to ensure that you can prove you have any necessary vaccinations for your travel arrangements. Consult your doctor about any health requirements for all destinations to which you are travelling before your departure. We are not liable if you are refused entry to any country or part of a country because you cannot prove that you have the necessary vaccinations or because you do not comply with the health requirements of your destinations.
9.4.2. Without prejudice to 9.4.1 above, if you are a citizen of the European Union, please note that you may be eligible for the European Health Insurance Card (EHIC).
9.4.3. Should you need to take any medication with you, it is your responsibility to check before travel that you are allowed to take it into the country you are visiting, as some countries do not permit certain medicines which may be widely accepted in your own country. You must also ensure you take any required paperwork or authorisation from your Doctor that may be required.
9.4.4. When travelling to a different country, you should take responsibility for your own safety and well-being as you would do at home. Examples would be (but not exhaustive) to ensure you secure any valuable possessions, do not leave children unsupervised on balconies or swimming pools, beaches are safe for swimming, adhere to any local laws and familiarise yourself with fire procedures for the accommodation in which you are staying. In some countries due to hotter climates and restaurants which are open sided, it is a way of life to have insects, small lizards, or birds visiting, and is not a reflection on the standards of hygiene and cleanliness. However, you should take sensible precautions especially with raw food, drinking bottled water, covering yourself up or applying insect repellent. You should also be aware that when travelling a change in climate or very cold drinks may result in an upset stomach, which is not necessarily the result of poor hygiene or food preparation.
9.4.5. We recommend that all British travellers check the Foreign and Commonwealth office website for up-to-date advice on staying safe and healthy overseas and make informed decisions about travelling abroad. For essential travel advice and the latest information relating to specific countries check travelaware and follow @FCOtravel on Twitter and Facebook. For nationals of other countries, please check your own government's travel advice.
9.5 Please be aware that some suppliers may authorise or charge your payment card at check-in as a deposit for incidentals during your stay. The amount authorised or charged can vary considerably depending on the supplier and/or which country you are in. It is your responsibility to ensure sufficient funds are available to cover the amount required by the supplier. Some suppliers will take a cash deposit for customers who do not have a payment card. We are not responsible for setting the amount of any deposit and any concerns should be addressed to the relevant supplier, prior to departure.
10. Limitation of Liability
10.1. Whilst British Airways Plc or Iberia LAE SA Operadora SU, its subsidiaries and affiliates endeavours to ensure that the information displayed on ba.com or Iberia.com relating to hotel, car hire and other travel products (including without limitation, photographs, descriptions of amenities, locations and maps, etc.) is accurate and up to date, they cannot guarantee the accuracy and therefore disclaim liability for any inaccuracies relating to the information and description of the hotel, car rental and other travel products displayed on ba.com (including, without limitation, photographs, description of hotel amenities, general product descriptions, location maps etc).
In the event of a significant change relating to the information and description displayed, we will make best efforts to update the relevant information/descriptions and/or notify you of such changes.
10.2. Whilst we endeavour to ensure that the products, services, amenities, facilities and descriptions on our website offer accurate and up to date information, we obtain this information from our suppliers and so cannot guarantee this always to be the case. The information is given to provide a feel for the product you have booked. Whilst we constantly strive to achieve the highest standards of accuracy, we cannot be held responsible or liable if such content is found to be inaccurate. In the event that a significant change relating to the information and description displayed is notified to us by our suppliers, we will make best efforts to update the relevant information/descriptions and/or notify you of such changes.
10.3. There is no consistent global system of hotel and accommodation star ratings. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another. Therefore we have set our own star ratings to provide a standard which can be compared globally and offer them as a general guide only. However, these are not necessarily the official local rating and you should be aware that standards can vary between hotels and accommodation of the same class in different countries and even in the same country.
10.4. Changes are periodically added to the information held on our website and will reflect the latest information with which we have been provided. We will do our best to correct errors and omissions as quickly as practicable after being notified of them.
10.5. We are unable to accommodate group bookings due to the additional premiums applied by many hotels. British Airways Holidays will not be responsible for any additional charges incurred locally as a result of ten or more individuals travelling together as a group (even if booking under separate references).
10.6. Please note that some hotels will not accept stag or hen parties and we recommend that you contact us in advance of booking so that we can help you find a suitable hotel. If you do not contact us in advance and we become aware that your booking is for a stag or hen party, we will notify the hotel. If we are unable to re-confirm your reservation for this reason, we will contact you and give you the option to select an alternative hotel, paying or receiving any difference in price to that originally paid, or cancel the booking and receive a refund of monies paid less any costs that are incurred by British Airways Holidays.
11. Our liability
11.1. Subject to Clauses 11.3 to 11.11, we accept liability to you:
- In the case of Packages, if any of the component parts of the booking you made with us are not provided or not provided as booked;
- In the case of Packages, if the services we or our suppliers provide are not of a reasonable standard. Reasonable standards are judged by the standards applicable in the place where the relevant part of the booking is provided;
- for the acts of our employees, agents and (in the case of Packages) subcontractors, as long as they were at the time carrying out work we authorised;
- if you or any member of your party dies, is injured or becomes ill arising from negligence because we or (in the case of Packages) our suppliers failed to act with reasonable care;
- if we have deliberately misrepresented anything to you before you entered into this booking which then caused you to make the booking.
While (save in the case of Packages) we accept no responsibility for the standard of care in the supply of services by third party service providers, we will exercise reasonable skill and care in the organisation, co-ordination, facilitation and selection of service providers to provide the component parts of the booking.
11.2. Unless Clause 11.3 applies, you agree that, if a significant change is made to your booking, whichever choice you make under Clause 8.6 above, you will be entitled to receive on account of your losses the minimum compensation amounts set out in the table below per booking, depending on when we notify you of the change. We will only pay you for losses which may fairly and reasonably be considered as arising naturally (that is according to the usual course of things) from any significant change we make.
Period before your Departure
Minimum compensation per booking (or local currency equivalent)
10 weeks +
48 hours–10 weeks
11.3. We are not liable to pay you compensation if we or our supplier(s) are hindered from providing part or all of your booking, or if there is any failing in performance of any part of your booking, due to unusual and unforeseeable circumstances beyond our control or that of our agents, suppliers or subcontractors that could not have been avoided even if all due care had been exercised or due to an event that we or our agents, suppliers or subcontractors could not (even with all due care) have foreseen or prevented. The circumstances and events referred to above include (but are not limited to) the following:
- war or the threat of war;
- riot or civil disturbance;
- terrorist or threatened terrorist activity;
- perceived security threats;
- industrial disputes or threatened industrial disputes;
- actions of national or local governments;
- natural or nuclear disasters;
- fire or flood;
- adverse weather conditions;
- technical problems to transport (except where these are due to poor maintenance);
- airports and ports being closed or full;
- car rental depots being closed;
- changes brought about as a result of recommendations made by the Foreign and Commonwealth Office or any other government or international organisation or agency or the police.
11.4. We only accept liability in any event for loss or damage which is caused by us or the supplier of any part of your booking and which is of a kind which could reasonably have been expected at the time the booking was made. We are not liable for any additional services for which you pay our suppliers separately since these do not form part of the booking.
11.5. We do not accept liability where any failure to provide any services in accordance with the contract or any other form of loss or damage is due to your own fault or that of any party named on your booking, including any failure to comply with your obligations in this contract, or is the result of our compliance with any instruction, request or direction given by you.
11.6. Excursions (including sightseeing trips, motorised water sports, events, concerts and tours) and other services or facilities which are booked or arranged whilst you are in-resort after you have departed for your holiday (“Resort Booked Excursions”) do not form part of your Package and are not governed by the Package Travel Regulations. A Resort Booked Excursion purchased through our website or by calling us directly will be subject to our Terms and Conditions for that Resort Booked Excursion. For Resort Booked Excursions booked or arranged in a different way, your contract will not be with us but will instead be with the supplier of the Resort Booked Excursion and will be governed by their Terms and Conditions (which may, for example, be contained on a ticket or a receipt given to you by that supplier). Although we may use local representatives and suppliers to deliver elements of the Package to you, if these persons or companies arrange any Resort Booked Excursions for you, they will not be doing so on our behalf. We do not have any responsibility or liability for problems that may arise from a Resort Booked Excursion that was not booked through our website or booked by calling us directly.
11.7. Covid-19 testing (including free Covid-19 tests and subsidised Covid-19 tests) and other medical services or facilities do not form part of your Package or any Linked Travel Arrangement with British Airways Holidays. British Airways Holidays assumes no responsibility and accepts no liability for such services. Should you choose to purchase or take a COVID-19 test which is provided by your accommodation suppliers or another third party, booked pre-departure, whilst in resort, or in any other way, the testing supplier’s terms and conditions will apply. Although we may use local representatives and suppliers to deliver elements of the Package to you, if these persons or companies arrange any COVID-19 test for you, they will not be doing so on our behalf. COVID-19 testing services are medical services provided completely independently of us and are not advertised by us as a travel service or a holiday feature. We do not have any responsibility or liability for issues that may arise from COVID-19 tests including, but not limited to, inconclusive test results, positive test results or delayed test results.
11.8. You should make any complaints or claims in accordance with Clause 12 below. If we pay you or agree to pay you compensation you must give us or our insurers all the rights you have to take action against anyone else and you agree to provide us and our insurers with all due co-operation and assistance in respect of any such action we or our insurers take.
11.9. Air, sea, rail and road transport is subject to various international conventions that limit the liability of the carriers. Our liability is limited in accordance with all such international conventions to the extent to which they apply. A copy of the convention applicable to most international air carriage is available for purchase through the International Civil Aviation Organisation on +44 (0)161 499 0023 or for download on the internet at Convention for the Unification of Certain Rules for International Carriage by Air. Additionally, your booking may be serviced by carriers, hotels, car rental companies and other parties who have their own booking conditions of carriage and business and over whom we may have no direct control. Their booking conditions may strictly limit the circumstances in which compensation is payable to you by them and you agree to be bound by their booking conditions. Copies of their booking conditions are available on request.
11.10. Except in cases of death, injury or illness, our liability is limited to a maximum of three times (five times in Portugal) your booking price attributable to the person affected. This maximum applies where everything possible has gone wrong and you prove that no benefit or enjoyment has been obtained. In all other circumstances we agree to pay compensation that is reasonable and proportionate for the reduction in value of your booking and any loss of enjoyment you prove subject to the above maximum.
11.11. If you encounter significant problems that are not our responsibility and/or are the result of something that happens other than in the course of the booking set out in your e-ticket receipt or confirmation letter as a result of which you suffer death, injury or illness, we will offer you reasonable and prompt assistance including assistance in sorting out any problem with the person responsible. This assistance is limited in money terms to £5,000 (or equivalent currency) per e-ticket receipt or confirmation letter and you must repay this if you are successful in any claim against the person responsible. You must notify us in writing of the steps that you intend to take against the person responsible within 90 days of the relevant occurrence and obtain our written approval which will not be unreasonably withheld.
11.12. These booking conditions shall not limit our liability to you for death, injury or illness.
12. Complaints and claims
12.1. If your complaint is solely about a flight, this should be directed to the relevant airline’s Customer Relations Department. Please refer to ba.com for relevant contact details. In the case of Packages, Clause 12.1 also applies.
12.2. We can usually sort out problems on the spot if we know about them. If you have cause to complain about the land arrangements of your holiday (hotel, car rental, transfer, experience) or any element of your Package, please:
- tell the relevant service supplier;
- if the problem cannot be sorted out this way please contact our 24 hour Duty Office on +44 (0)20 8707 4460;
- if the problem still cannot be resolved, then please notify us in writing: Customer Relations, British Airways Holidays Ltd, 7th Floor, Astral Towers, Betts Way, Crawley, West Sussex RH10 9XA, United Kingdom, or email: email@example.com.
12.3. You should notify us in writing of all complaints as soon as possible and in any event no later than 30 days after your return home. This is to give us a reasonable opportunity to make appropriate enquiries and obtain evidence. If you do not follow this procedure it will make it harder for us to resolve your complaint and this could prejudice any claim for compensation that you wish to make.
12.4. You must in any event notify us in writing of any claim for compensation within 42 days of the claim arising.
12.5. If we are unable to resolve a complaint to your satisfaction, we can also offer you CEDR’s scheme for the resolution of disputes, which is an impartial and independent arbitration service.
13. Data protection
13.1. If you make a booking with us, British Airways Plc will record your personal details and this will be processed in accordance with the European Union and UK Data Protection Law. Your data will be used principally to meet your requirements. We retain the data you provide from time to time, including your purchase history and data we collect when you use our products and services. Your data may be used for the following purposes: accounting, billing and audit, credit or other payment card verification and screening, immigration and customs control, safety, security, health, administrative and legal purposes, statistical and marketing analysis, operation of awards/loyalty schemes (including third party schemes), systems testing, maintenance and development, customer relations and to help us in any future dealings with you, for example by identifying your requirements and preferences. For these purposes we may disclose your data to any of the following: other companies in the British Airways group and other companies involved in meeting your requirements, our Oneworld partner airlines and franchisees, data processing companies, travel agents, government and enforcement agencies, credit and charge card companies and screening service providers. This may involve sending your data between different countries, including countries outside the European Economic Area.
13.2. British Airways and other airlines are required by laws in the USA and other countries to give border control agencies access to booking and travel information. Accordingly, any information we hold about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country in your itinerary.
13.3. It may be a requirement when travelling to or from certain destinations that passengers must provide the airline on which they are travelling with certain passport and associated information prior to departure. If this information is required, you will be advised at the time of booking.
13.4. If you purchase travel insurance from us please note the specific data protection requirements in Clause 14.
14. Travel insurance
14.1. You are strongly advised to obtain travel insurance, as that may be able to assist in a situation where we are not liable.
14.2. Please note travel insurance can be purchased from us via ba.com or from our travel insurance partners in the UK, specific European countries, the USA and Canada by clicking the link which appears under the menu option ‘Flights and Holidays/Extras’.
14.3. Depending on your country of residence, insurance is arranged through the following companies:
14.3.1. Residents of the United Kingdom: Europ Assistance S.A incorporated in France acting through its Irish branch EUROP ASSISTANCE S.A., IRISH BRANCH, registered with the Irish Companies Registration Office under No. 907 089, having its registered office at Ground Floor, Central Quay, Block B, Riverside IV, SJRQ, Dublin 2, DO2 RR7, Ireland, is the insurer and the assistance company.
14.3.2. Residents of the USA: Insurance benefits underwritten by Generali Global Assistance, incorporated in Sacramento, California, U.S. with its registered office at 4330 Ew Hwy Ste 1000 Bethesda, MD, 20814, United States,, depending on your state of residence and plan chosen. Plans only available to U.S. residents and may not be available in all jurisdictions. Except as expressly provided under your plan, you are responsible for charges you incur from third parties. Contact Generali Global Assistance at 800 874 2442 or firstname.lastname@example.org.
14.3.3. Residents of Canada: Insurance is administered by North American Air Travel Insurance Agents Ltd. doing business as TuGo®, a licensed insurance broker in all provinces and territories. The issuer of the contract is Industrial Alliance Insurance and Financial Services Inc. and Industrial Alliance Pacific General Insurance Corporation. TuGo® is a registered trademark owned by North American Air Travel Insurance Agents Ltd. doing business as TuGo®. Contact TuGo® toll-free from North America 1-888-892-7587.
14.3.4. Residents of Europe (apart from Switzerland): Europ Assistance S.A incorporated in France acting through its Irish branch EUROP ASSISTANCE S.A., IRISH BRANCH, registered with the Irish Companies Registration Office under No. 907 089, having its registered office at Ground Floor, Central Quay, Block B, Riverside IV, SJRQ, Dublin 2, DO2 RR7, Ireland, is the insurer and the assistance company.
14.3.5. For residents of Switzerland, the insurer will be Europ Assistance Suisse SA Avenue Perdtemps 23 1260 NYON, Switzerland.
14.4. British Airways and Iberia do not accept or have responsibility or liability for the actions or omissions of the organisations named above.
14.5. Travel insurance will NOT form part of any Package we sell to you.
14.6. Travel insurance once purchased cannot be cancelled and is therefore not refundable, unless Clause 14.6.1 applies.
14.6.1. If you are a resident of the European Union, you are entitled to cancel your travel insurance within 14 days of purchase, or before you travel (whichever is the sooner) and receive a full refund.
Last updated: May 2022
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