1.1. Your package holiday shown is sold by utc.travel. Your booking is made with utc.travel (“us”, “we”), and the following booking conditions form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read the booking conditions and agree to them.
1.2. In these booking conditions, “you” and “your” mean all of the people named on the booking
(including anyone who is added or substituted) or any one of them, as the context requires.
1.3. The person who makes the booking (the “lead passenger”) must be 18 years old. They must have the authority to agree to these booking conditions on behalf of all of the people named on the booking. All travellers are charged at the same rate as a paying adult.
1.4. We reserve the right, in our sole discretion, to change these Booking Conditions at any time. Updated versions of the Booking Conditions will be posted on our website and are effective immediately on posting.
2.1 Mystery Breaks have separate terms and conditions from our standard booking terms and are outlined below.
2.2 Mystery Break Package pricing is determined based on two people sharing the applicable package.
2.4 Once you have completed a Mystery Break enquiry, our team will create a trip for you and provide you with an outline surprise itinerary and quote. If you decide to book you will be asked to purchase the full price of the Mystery Break Package.
2.5 Full payment will be taken at the time of booking. At this point your booking becomes NON-REFUNDABLE.
2.8 Flights are allocated at our discretion. Outbound and inbound flights can be scheduled at any time between 00:00 and 23:59. You cannot choose or request specific flight times at the time of booking. Once allocated, flight times cannot be modified. Any request to change your flight will be treated as a formal amendment in accordance with paragraph 8 (If You Want to Change Your Holiday), and you will be liable for any associated amendment fees and cancellation charges applicable, in addition to the cost of the new flight.
2.9 Once a package has been allocated, our booking team will email you within 48 hours to confirm your departure date and travel documentation including your ATOL certificate.
2.10 Mystery Breaks are not eligible for any promotional offers.
2.11 No Travel Credit can be used towards the purchase of a Mystery Break.
2.12 Your booking will be a Package Holiday in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”).
2.13 More information on key rights under the Package Travel and Linked Arrangements Regulations 2018 can be found here https://www.legislation.gov.uk/uksi/2018/634/contents/made
2.14 What’s Included / Not Included in your booking:
Please review the following list of items which confirms what is included or not included in your booking. This will also be confirmed to you prior to completing your booking with us:
Included | Not Included |
If applicable return flights from the selected UK airport (EU Breaks). Transfers to and from the destination Airport and accommodation (if applicable) Note: Hotel stay (minimum 3-star). Room only board basis 1 small personal piece of baggage (e.g., backpack/tote). | Seat Selection: Must be booked directly with the airline. Baggage: Extra bags must be added via the airline login post-booking. City Taxes & Resort Fees: Paid locally (varies by destination) to be confirmed on confirmation invoice once your Mystery Holiday Package has been allocated. Any meal plans – B&B / HB (these may be purchased locally with the Hotel) Hotel Security Deposit: May be requested by certain hotels for incidentals/damages on arrival. Travel insurance (can be added later) |
3.1. Passport, Visa and Immigration Requirements
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. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. You can find further information at https://travelaware.campaign.gov.uk/
3.2. Travel Advice
The Foreign, Commonwealth and Development Office issues essential travel advice on destinations, which includes information on passports, visas, health, safety and security and more. Please review your destination information at www.gov.uk/foreign-travel-advice.
3.3. Health / Vaccinations
You should contact your GP or a specialist vaccination centre for details of the measures you will need to take prior to departure which are applicable to your destination. In addition, you can find further information at https://travelhealthpro.org.uk/
3.4 Health, Pre-Existing Medical Conditions, Persons With Disabilities
The nature of many of the destinations we travel to means that in some cases they may be unsuitable for those who use a wheelchair or have a lack of mobility. However, we will be happy to discuss the feasibility of your participation in any of our trips.
It is essential that you advise us before booking if you do have any assistance requirements, disability or pre-existing medical condition which may affect your trip, or if you have any special requirements as a result of any disability or medical condition (including any which affect the booking process) so that we can assist you in considering the suitability of the arrangements and/or in making the booking. we will communicate requests to suppliers, but cannot be responsible if any of the aspects of the trip are unsuitable, in our sole discretion, for your needs. Any accommodations provided will be at the sole expense of the traveller requiring the accommodation.
Our suppliers are, unfortunately, unable to offer additional assistance to travellers with limited mobility or other special assistance requirements and any specific support required will need to be provided by whoever the traveller is traveling with. Travellers with disabilities and special assistance requirements must notify us at the time of booking of the status and the identity of their fare paying travel companion who will be responsible for providing all necessary assistance. Following completion of your booking, our team will be in touch to discuss your specific requirements. We may request that you provide a letter from your doctor confirming your fitness to travel. For the safety of our travellers, we reserve the right to request health information prior to travel and to exclude any participants we deem unfit for travel at our sole discretion. If you would prefer to speak with our team prior to making a booking, please call us on 0113 340 4444.
It is your responsibility to purchase travel insurance separately from the package. https://www.holidayextras.com/ultimatetravelclub/parking.html
You must make sure advanced passenger information is submitted directly to your airline in advance of travel for all destinations.
We will endeavour to comply with any special requests we receive (such as dietary requirements or specific rooms) and will pass any special requests to the relevant supplier. However, we are unable to guarantee that such requests will be met and are not liable for any loss suffered in the event of such requests not being complied with.
7.1. We provide full financial protection for our Package holidays. Your Package holiday shown is sold by utc.travel.
7.2. For holidays which include a flight this is through our Air Travel Organiser’s Licence (ATOL) number 12633
7.3. When you buy a 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. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative).
8.1 If you want to change any part of your Package after your booking confirmation has been issued, for example your chosen departure date or accommodation it may be possible. Any request for changes must be made in writing by the lead passenger. If it is possible to make the change, it will be subject to an administration charge of £50 per person, in addition to the payment of any further costs we incur with the suppliers or otherwise in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and may even be ore than the cost of the original holiday. If you wish to try and make any changes you should contact us as soon as possible.
8.2 Any amendments could incur cancellation charges of up to 100% of that part of the arrangements. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
8.3. Mystery Breaks are priced according to the number of people. If you wish to amend the booking to less people then the cost per person may go up. In all cases, the price of your Package will not be reduced or amended if a member of your party decides not to travel. However, it may be possible to transfer your booking in accordance with paragraph 8.5.
8.4. If you change your booking to a holiday of lower value and then you cancel that holiday your booking remains non-refundable.
9. If You Cancel Your Holiday
9.1. Once you have paid for your booking it becomes non-refundable and if you cancel you will not receive any money back.
9.2 If you or anyone on your holiday booking wishes to cancel the holiday, the lead passenger must notify us in writing (including by e-mail). Any notification by telephone will take effect at the time given provided that it is confirmed in writing by the lead passenger within 24 hours.
9.3 You acknowledge and agree that the destination and certain elements of your Mystery Break are allocated in accordance with the departure date and holiday price selected at the time of booking. Cancellation requests and/or disputes will not be accepted as valid where based solely on dissatisfaction with the allocated destination or a preference for alternative arrangements.
10.1 Accuracy of Information
We take reasonable care to ensure that all information in our brochures, websites and promotional material is accurate at the time of publication. Descriptions of accommodation, facilities, excursions and itineraries are provided by suppliers and may change.
We will inform you of any significant changes to the main characteristics of the travel services (within the meaning of Regulation 5 PTR 2018) which we become aware of before departure.
10.2 Building Works
We have no control over building, renovation or refurbishment works carried out by third parties. Where we are notified of works which may significantly affect the performance of the package, we will inform you as soon as reasonably practicable.
10.3 Changes Made by Us Before Departure
We may make changes to the package before departure.
(a) Insignificant Changes
We may make minor changes at any time. Such changes do not entitle you to compensation or the right to terminate without paying termination charges.
Examples include:
Change of flight time by less than 12 hours;
Change of aircraft type or carrier;
Change of accommodation to one of the same or higher standard.
(b) Significant Changes
A “significant change” means a change to one of the main characteristics of the travel services (as defined in Regulation 5 PTR 2018) or where we are unable to meet any special requirements which we have accepted.
Examples include:
Change of accommodation to a lower category for a significant proportion of the stay;
Change of UK departure airport (other than between London airports);
Change of departure time by more than 12 hours;
Significant change of resort area.
If we are constrained to alter significantly any of the main characteristics of the package, or cannot fulfil any special requirement accepted by us, you will be informed without undue delay and you may:
Accept the proposed changes; or
Accept a substitute package of equivalent or higher quality (if available); or
Terminate the contract without paying a termination fee and receive a full refund.
If the substitute package is of lower quality or cost, you will be entitled to an appropriate price reduction.
You must inform us of your decision within the reasonable period specified in our notice. If you fail to respond within that period, we may treat the contract as terminated and refund all payments made.
10.4 Cancellation by Us Before Departure
We may terminate the contract and provide you with a full refund (without paying additional compensation) where:
The number of persons enrolled for the package is fewer than the minimum number stated in the contract, and we notify you within the period specified in the PTR 2018; or
We are prevented from performing the contract because of unavoidable and extraordinary circumstances and notify you without undue delay before departure.
In all other cases where we cancel your package before departure, you will be entitled to:
A full refund of all payments made; and
Compensation as set out below (unless Regulation 12(7) applies).
Refunds will be made without undue delay and in any event not later than 14 days after termination.
10.6 Unavoidable and Extraordinary Circumstances
In accordance with PTR 2018, “unavoidable and extraordinary circumstances” means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
These may include, without limitation: war, terrorism, civil unrest, significant risks to human health (including serious disease outbreaks), natural disasters, severe weather conditions, industrial disputes, or unavoidable technical problems with transport.
Where such circumstances prevent performance of the package, we shall not be liable to pay additional compensation.
11.1. Flight Delays
When a delay occurs we will try to make sure refreshments or meals are provided when appropriate. Such arrangements will normally be the responsibility of the airline. If you have taken out a travel insurance policy you should have cover against delays.
11.2. Cutting Your Holiday Short
If you return home early where a problem with the services provided does not reasonably justify it, we will not offer you any refund for the part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment.
Behaviour
11.3. If in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing or is likely to cause danger or upset or persistently affect the enjoyment of others, or to cause damage to property, we reserve the right to terminate your holiday. Should this happen no refund or compensation will be paid and we will have no further responsibility for your holiday arrangements (including any return travel).
11.4. You will be responsible for all damage you cause to any vehicle, accommodation or their contents during your holiday. These charges may need to be paid locally.
11.7. Airline failure
In the unlikely event that the airline with which you are traveling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative flight home for you.
11.8. Charges payable locally
All mandatory charges including resort charges, and city taxes that are payable locally will only be calculated when your holiday has been allocated. Once your destination is confirmed we will advise you of any additional mandatory charges that you will need to pay locally and to who. Please ensure you have sufficient local currency available at your destination.
12.1. Please read this clause carefully as it sets out our entire financial liability (including any liability for the acts or omissions of our employees, agents and subcontractors) to you under or in connection with our contract with you.
12.2. We are responsible for the performance of the travel services included in your package travel contract, irrespective of whether those services are to be performed other travel service providers (our suppliers). If any of the travel services are not performed in accordance with the package travel contract and we don’t put that right we may be liable to offer you compensation, but within the limits of the law and the terms of our contract with you.
12.3. Nothing in these booking conditions shall limit or exclude our liability for:
12.3.1. death or personal injury resulting from negligence; or
12.3.2. fraud or fraudulent misrepresentation; or
12.3.3. breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
12.3.4. any other liabilities for which it would be illegal or unlawful for us to limit or exclude that liability.
12.4. We shall not be liable to you, whether in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, for any damage, expense, cost or other sum or claim of any description whatsoever which results from:
12.4.1. your acts or omissions; or
12.4.2. unavoidable and extraordinary circumstances (see 10.9)
12.5. Without prejudice to clauses 12.3 and 12.4, our total liability arising under or in connection with our contract with you, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, shall be limited to a maximum of three times the cost of your travel arrangements.
12.6. Our liability will also be limited in accordance with and/or in an identical manner to:
12.6.1. The contractual terms of our suppliers (such as airlines, accommodation or transport providers) that provide your travel arrangements. These terms are incorporated into this contract; and
12.6.2. Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
12.7. Under EU Regulation 261/2004 (and the UK equivalent) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU and UK airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.
12.8. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
13.1. If you have a complaint about any of the services included in your holiday, please inform our local agent or notify the supplier of the service in question (e.g. hotelier). If your complaint is not resolved locally, please contact us through our Support Team on +44 113 340 4444 and we will endeavour to put things right.
13.2. If you do not make your complaint as soon as possible while on holiday, this will affect our ability to investigate and take remedial action and this may affect your rights under your contract with us.
13.3. If a problem remains unresolved during your holiday, you must make a complaint in writing to us within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number.
14.1. We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website.