Our terms and conditions and fair processing notice
- CONTRACT: These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s). We can book you a package holiday with one company or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. The principal’s(s’) or supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.
- BOOKING DETAILS: When a booking is made all details will be read back to you. Once you have confirmed these details, we will proceed to confirm the booking with the principal(s) or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur charges as per the suppliers booking conditions. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. Full details of our data protection policy are available upon request. For the latest travel advice from the FCO, including security, local laws, passport and visa information, please visit https://travelaware.campaign.gov.uk The information can change so check regularly for updates.
- PAYMENT: You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Low deposit schemes are available at selected times during the year and you will be advised of the full details of these upon request. Cheques are not accepted within 56 days of departure. Please note that cash payments are subject to maximum limits as set out in our money laundering policy. Two forms of Identification may be required when presenting large amounts of cash to our consultants. Please ask for full details at the time of booking.
- CANCELLATION and AMENDMENT: Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the principal(s) or supplier(s) may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation or amendment charges stated. We reserve the right to charge a £50 admin fee per person when you cancel your holiday for non-medical reasons. When you travel, it is at your own risk. In the event of cancellation of your holiday plans, Lincolnshire Co-op will not take responsibility for any refunds if you choose not to go on a holiday that is still going ahead.
- INSURANCE: Many principals/suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy, please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. Insurance age limits apply and any restrictions will be advised by your sales consultant.
- FINANCIAL PROTECTION: All the package holidays we sell, come with protection for your money. If you buy a single travel service then this might not apply. Package holidays are protected by the package organiser and we will provide you with their confirmation. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, we will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider. However, if you book any additional travel services during the same visit to or contact with our company, the travel services will become part of a linked travel arrangement. In that case we have, as required by the Package Travel and Linked Travel Arrangements Regulations 2018, protection in place to refund your payments to us for services not performed because of our insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider. We have taken out insolvency protection with ABTA. You can contact ABTA at 30 Park Street, London, SE1 9EQ; email@example.com if services are denied because of our insolvency. Note: This insolvency protection does not cover contracts with parties other than with us, which can be performed despite our insolvency. A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at http://www.legislation.gov.uk/uksi/2018/634/contents/made]. Please note that in the event of financial failure by a supplier, payments made to us in the form of a voucher (including gift vouchers and holiday curtailment vouchers) may not be eligible for a refund.
- DELIVERY OF DOCUMENTS: All documents will be emailed to you where possible, however there will be times when we need to ask you to collect these (e.g. invoices/tickets/Insurance policies). Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence.
- PASSPORTS, VISAS AND HEALTH: We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements or if your passport is deemed as unfit for purpose by any authority. Most countries now require passports to be valid for at least 6 months after your return date. Please take special note that for all air or ferry travel within the British Isles, airlines or ferries require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. Lincolnshire Co-opoffer a travel visa advice service, full details of this and prices are available upon request. We are also happy to assist you with Advanced Passenger Information (API) and your travel consultant will give you further details on your requirements. For further information on visas and passports, please visit http://www.thetravelvisacompany.co.uk/lincolnshirecoop/ A biometric passport is required for entry in to the USA. For up to date information regarding travelling with medication please contact the relevant embassy or visit: https://www.gov.uk/travelling-controlled-drugs
- FINAL TRAVEL ARRANGEMENTS: Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. It is your responsibility to pre-book seats on your flight where applicable. We will assist with this where possible.
- COMPLAINTS: Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the principal/supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact your travel consultant for more information. If the matter cannot be resolved and it involves us or another ABTA Member then you have the option to use ABTA’s ADR scheme, approved by the Chartered Trading Standards Institute, see www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
- DIVIDEND: Lincolnshire Co-opmembers will earn 1% dividend on all holiday purchases. Points are issued when you pay your final balance and will be issued for the full holiday cost. From time to time, promotional offers may be available, if applicable, these will be explained to you at the time of your booking. In the event of cancellation, dividend points will be recollected. If these points have been spent, the value of these will be deducted from any applicable refund.
Fair Processing Notice (May 2018) – Travel Department
The data controller is Lincolnshire Co-operative Ltd.
What information do we collect from you? You give us this by filling in forms in paper or on our website or by corresponding with us by phone, email or otherwise. This may include e.g. name, address, date of birth, email address and phone number, information relating to products or services that you purchase. We collect the information required for us to process your holiday plans and ensure that this runs smoothly.
Why do we collect this information? To assess whether we can enter into a contract with you and to perform our contract with you. This includes carrying out our obligations to you and providing you with our products and services, this may include confirming and administering your holiday plans, improving our services to you and dealing with any legal queries relating to your use of our services. We will provide you with service communications so that you receive a full and functional service. Service communications may be sent by email, phone or post. These will include notifications about changes to our services. We will also provide you with marketing communications including, with your permission: information about other goods and services which are provided by our family of businesses; information about our events and activities; and special offers negotiated with third parties. In our and third party’s legitimate interest of keeping customers up to date with good and services, we use your information to increase awareness of us and third parties, make promotional offers and generate new business, build and maintain loyalty or market share, and to correspond with you as a member of Lincolnshire Co-op, including telling you about our events and offers or those of third parties, telling you about our charity, community and sponsorship initiatives and obtaining your feedback on them.
How long do we keep hold of your information? For a maximum of 7 years after the end of our relationship with you unless obligations to our regulators or the law requires otherwise, or we are required to remove such data from our records. Transactional Information is kept for 6 years.
How is your data stored and kept secure? On secure servers or in secure filing systems. Once we have received your information, we will use strict procedures and security features designed to prevent unauthorised access. We may need to transfer your data outside the European Economic Area. We will only do so if adequate protection measures are in place in compliance with European data protection legislation.
What are your rights? Where processing of your personal data is based on consent, you can withdraw that consent at any time. You have the right: to ask us not to process your personal data for marketing purposes; to ask us not to process your personal data where it is processed on the basis of legitimate interests provided that there are no compelling reasons for that processing; to ask us not to process your personal data for scientific or historical research purposes, where relevant, unless the processing is necessary in the public interest; to request from us personal information held about you; to ask for the information we hold about you to be rectified if it is inaccurate or incomplete; to ask for data to be erased, as long as data is no longer necessary for the purposes for which it was collected, you withdraw consent (if the legal basis for processing is consent), you exercise your right to object, set out below, and there are no overriding legitimate grounds for processing, the data is unlawfully processed, the data needs to be erased to comply with a legal obligation or the data is children’s data and was collected in relation to an offer of information society services; to ask for the processing of that information to be restricted if the accuracy of that data is contested, the processing is unlawful, the personal data is no longer necessary for the purposes for which it was collected or you exercise your right to object (pending verification of whether there are legitimate grounds for processing); to ask for data portability if the processing is carried out by automated means and the legal basis for processing is consent or contract.
Should you have any issues, concerns or problems in relation to your data, or wish to notify us of data which is inaccurate, please let us know. If you are not satisfied with our processing of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at any time. The ICO’s contact details are available at: https://ico.org.uk/concerns/.
You can exercise your rights at any time by contacting us by post at People and Performance Team, Lincolnshire Co-op, 15-23 Tentercroft Street, Lincoln, LN5 7DB or firstname.lastname@example.org.
If you have any queries or concerns please don't hesitate to get in touch with your local branch.