Terms and Conditions
These are the agency terms of business (“Agency Terms of Business”) on which we, TEAA Ltd. (“Travel Entertainment Anytime Anywhere”), will process a booking for your travel requirements.
When processing your booking we will arrange for you to enter into a contract with the provider of the travel related service including, among others, tour operators, airlines, hotels, accommodation providers, amusement parks and cruise companies (“Travel Provider”).
If your booking is with an airline, you are the principal and you are authorising us to act as your agent in arranging that booking. In all other cases, we are acting, as the Travel Provider’s agent in arranging your booking and the Travel Provider is the principal, or the agent to the principal.
Importantly, your booking through us is subject to both these Agency Terms of Business (which define and explain our obligations to you and the role that we play) and the specific booking conditions of the relevant Travel Providers (“Booking Conditions” – which set out, amongst others, your rights in the event that something goes wrong with the travel related service you have booked).
You are advised to read both carefully prior to booking.
In completing your booking with us you are accepting both our Agency Terms of Business and the Booking Conditions.
You may decide to make one or more booking with us at the same time. Please note that irrespective of the various products you book, for example a flight booking or a hotel booking, each booking is a separate booking and your bookings, even though they may be linked to the same dates of travel, do not constitute a package as defined in the Package Travel, Package Holidays and Package Travel Regulations 1992 (“Package Travel Regulations 1992”) nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, Amended 2003 (“ATOL Regulations”).
The choice of search path through the website has no impact on the availability or pricing of product.
All bookings are purchased individually at their own individual price. The price charged in total for several bookings will always equal the simple sum of the prices charged for each individual booking.
TEAA is not a tour operator. This means that we do not arrange or create combinations of travel products; we simply facilitate your connection to those who do provide or arrange travel products (whether singly or in combination) such as airlines hoteliers, car hire companies, tour operators etc. Essentially, we are an advanced search engine, through which you can book any product you decide you want, as a result of the web searches carried out through us or advise of one of our agents.
All bookings are subject to these Agency Terms of Business, regardless of whether they were booked through the call Centre, an individual or the company websites.
The General terms of business below also apply to all bookings.
Thereafter, additional terms of business relating to specific types of bookings are set out.
General terms of business
Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors within two days of receipt of your documents by contacting our Customer Support department. Please note that we will not accept any responsibility for incorrect information if we are not informed within this timeframe. Any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Travel Provider. 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 Travel Providers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. 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 (“EEA”), controls on data protection may not be as strong as the legal requirements in the United Kingdom.
If we were not authorized to pass this information to the relevant Travel Providers, whether in the EEA or not, we would be unable to arrange your booking. In making this booking, you consent to this information being passed on to the relevant parties.
Full details of our data protection policy are available upon request.
The Agency Transaction Fee (“ATF”) is a fee levied by TEAA to cover various administrative and other expenses incurred in the capacity of an agent in facilitating your booking and the related contract between you and the Travel Provider.
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 Travel Provider who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.
It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed. Your booking is only confirmed when we send you our email confirmation of booking. Because we are making live reservations with travel providers we have to have the security that we have appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with the travel provider. If unexpectedly in the short time between your payment and us seeking to confirm your booking with the travel provider the travel product has become unavailable and we cannot obtain an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. You must also understand that this refund will only apply to the product, which is unavailable, and any other bookings will not be affected, that is, you will be committed to any other products, which were booked for travel at the same time.
Cancellation and Amendment
If you cancel or amend your booking the Travel Provider may charge the cancellation or amendment charge shown in their Booking Conditions (which may be 100% of the cost of the travel arrangements) and you must in addition pay us the cancellation or amendment charge stated below.
Many Travel Providers require you to take out travel insurance as a condition of booking with them as detailed in their Booking Conditions. 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 arranged 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.
Our transfer providers may provide a ‘taxi’ transfer with either a taxi, people carrier, or minibus type vehicle. If you have any specific requirements that may result from this, please advise us at least 48 hours before departure. Please note that shuttles are not able to make drops at private addresses (including villas) nor property management companies, or at hotels where the approach roads are inaccessible to coaches. Where the shuttle coach cannot stop directly outside the hotel due to accessibility issues, the drop-off will occur as near as possible to the hotel.
Delivery of documents
All documents (including invoices / tickets / insurance policies) will be sent to you by email.
Passports, Visas and Health
We can provide general information about the passport and visa requirements for your trip. Please visit the travel information page on our website. www.myteaa.com
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 Travel Provider, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.
Some of our accommodation providers negotiate their low rates on the basis that residents of the country where the hotel stay is taking place, are not eligible to stay at that rate. In most circumstances, this does not apply to residents of EU countries staying in other EU countries. Problems seem to mainly occur, where non-EU passport holders are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey, or Egyptian nationals in Egypt. If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult.
Please take special note that for all air travel within the United Kingdom, airlines 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.
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.
Alterations by your Travel Provider
Very occasionally flight operators change the flight times and for that reason it is important that you confirm your flight times the day prior to departure.
Please check this in the correspondence received from your Travel Provider, including the Travel Provider’s Booking Conditions. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
We cannot accept responsibility in the event that you miss your flight if you do not confirm your flight times as described above.
Sometimes your accommodation provider may need to make a change. If you have already booked we will let you know as soon as we can, if there is time before your departure.
In the unlikely event that your accommodation provider has to make a major change or alteration to your booking, they will usually offer you the option of accepting the change or cancelling the booking and receiving a full refund of all monies paid to us in connection with the accommodation booking.
We do not accept responsibility for any expenses or costs incurred by you as a result of the change and we do not accept responsibility for changes or cancellations that are due to unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action or accommodation ceasing to be available.
All bookings made, even if arranged at the same time, are separate and independent bookings. Where your Travel Provider initiates a change or cancellation to a booking, your ability to cancel or change any other bookings is not affected. For example, if your accommodation booking is changed or cancelled by your Travel Provider, the Booking Conditions of your flight booking (including cancellation charges) will still apply, and vice versa.
We pride ourselves on delivering the highest standard of customer service but if you have any dissatisfaction regarding your travel arrangements they should be reported to the relevant Travel Provider or their local supplier or agent immediately.
If the Travel Provider is unable to resolve your concern please contact our customer services team who will try to assist you.
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 also make a formal complaint upon your return home then these should be emailed in writing to email@example.com.
If the matter cannot be resolved and it involves an ABTA member then it can be referred to the arbitration scheme arranged by ABTA www.abta.com.
Limitation of liability
For the avoidance of doubt, your booking is directly with the Travel Provider. To the extent that we are not negligent in the provision of our services to you, TEAA accepts no liability or responsibility for any complaint, loss, damage, expense or other claim in respect of any aspect of your bookings or travel arrangements.
Specifically, we will not be liable for any act or omission by any person not employed directly by us and whilst we have chosen our Travel Providers with care we have no control over our Travel Providers and so cannot be held responsible for any action or omission of our Travel Providers or their servants, agents or employees.
Moreover, we cannot be held responsible for any loss, damage or expense incurred or suffered by you which results from strike, civil commotion, fire, flood, war, threat of war, terrorist activity, national or nuclear disaster, late delivery, adverse weather conditions any act of God and / or any other event which is outside of our reasonable control.
In no circumstances shall we be liable for any economic loss, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of reputation, loss of anticipated savings arising out of the failure or delay in performing the services under these terms of business or otherwise in connection with these terms of business; or for any indirect, special or consequential loss or damage (howsoever arising).
In all cases the absolute aggregate maximum liability of TEAA under or in connection with these terms of business (howsoever arising) shall be limited to the total price paid by the customer for the specific bookings related to any given complaint.
Nothing in these terms of business shall limit or exclude the liability of TEAA for death or personal injury resulting from its negligence, fraud or fraudulent misrepresentation or from any other liability, which cannot be excluded by law.
Cancellation, amendment and other service charges
Please note these are our costs and do not include any charges applied by the Travel Provider as detailed in their Booking Conditions which will be payable in addition.
All initial deposits are Non- Refundable
Accommodation cancelled more than 14 days prior to departure – Loss of deposit or 80% of booking value. (20% refund)
Accommodation cancelled less than 14 days prior to departure – 100% of booking value.
Flight cancelled less than 10 weeks prior to departure – 100% of booking value.
Flight cancelled more than 10 weeks prior to departure – We deal with these on a case by case basis by generally loss of 100% of booking value
Please note a cancellation charge of 100% of the booking value will apply to cancellations during periods of trade fairs, exhibitions and other special events. You will be advised at the time of booking whether your booking falls within such a period.
Attraction/ Event tickets prior to dispatch – 25% of ticket value.
Attraction/ Event tickets post dispatch – 75% of ticket value (after they have been returned undamaged and unused).
All other booking types – £10 (€10) per booking.
NOTE: Refunds can take up to 30 days to be processed
If you need to make an amendment to your booking you will be asked to pay the following administrative fees. Any further cost we incur in making the change will also be charged to you.
Car-hire booking £15
Parking booking £10
Transfer booking £10
Attraction ticket booking £10
Accommodation booking £25
Flight booking £75 plus cost difference (no administration fee is charged in respect of any extra (e.g. baggage, speedy boarding) that could not be added at the time of the booking.
Administration fees are charged on a booking-by-booking basis, however the maximum total fee charged on any one occasion is £30.
Payment on booking
When you make your booking a deposit is required. This is generally only 20% of the total booking cost but can vary.
The balance of payment must be paid to us at least 8 weeks before your check-in date. If payment is not received by this date, we reserve the right to treat the booking as cancelled by you and cancellation charges will be due from you as set out above.
Please note that bookings for trade fairs, exhibitions and special events sometimes have to be paid in full at the time of booking.
We will advise you of any deposit level over 20% when you make the booking.
We will send a booking confirmation receipt either by automated email or by post within 10 working days of making your booking. Please check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later.
Vouchers will be sent by email, subject to full payment being received by TEAA. The voucher will provide the address of your accommodation and a local contact number. This should be handed in upon your arrival. Please take care of your voucher as failure to present it may result in your room being cancelled, or having to pay for your room again, or paying a higher price. No refunds for unused accommodation vouchers can be made, as they will be treated as cancellations.
Any discounts are usually based on children sharing with two full paying adults. The costing shown will automatically advise you should discounts apply to the property you have chosen. The Hotel will usually ask for child ages. In both hotels and apartments, any room or board supplements are usually payable at the adult rate.
Most accommodation is available on a nightly basis, although some accommodations require a minimum stay of 3 or even 7 nights. TEAA will highlight this information if deemed necessary.
Requests for accommodation
We will happily approach Travel Providers to request accommodation, when not available from our wide range. We make no charge for this service.
Although we will endeavor to pass any reasonable request on to your Travel Provider, we are unable to guarantee that the request will be met.
What is included in the price?
Hotel and apartment prices based upon the information you supply, inclusive of all taxes, service charges and the meal arrangements specified below.
Not included are local resort charges, or charges for cots, which are occasionally levied direct by the hotel, details of which can be obtained before you depart on request.
RO – Room only – no meals
SC – Self-Catering – no meals, but cooking facilities are provided
BB – Bed & Breakfast – continental breakfast
HB – Half Board – continental breakfast and dinner
FB – Full Board – continental breakfast, lunch and dinner
AI – All Inclusive – continental breakfast, lunch, dinner and local branded beverages and soft drinks*
* Hotels may have varying levels of “All Inclusive” – please refer to the description listed under your chosen accommodation.
These are used to symbolise the overall quality and level of standards of each hotel, apartment or villa. Our ratings are based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. They range from 2 star, where you can expect simple accommodation with limited facilities, to 5 star accommodations, which is likely to have a full range of facilities of the highest standards. Our ratings may be different to official ratings as they vary significantly by country, and often within countries. Also, not all countries have rating systems. Where available the official rating of each property is shown with the description
Self-catering inventory deposits
In some self-catering properties you will be required to leave an inventory deposit when you arrive, which will be returned to you at the end of your stay, less the cost of any losses or damage incurred.
Overseas accommodation is usually subject to a tourist tax which will be payable locally. Check in / check out times vary by property but as a rule, please use this guide:
Check in: 3pm
Check out: 11am
Rooms may be kept on later, to be agreed with the property direct, for an extra charge.
Airline bookings with specific airlines listed in Appendix 1
The service we provide for you in respect of booking directly with a specific airline is a different service to that which TEAA provide. These special terms apply to that service:
TEAA will search the relevant airline database, and then, if you choose to buy, on occasions we will purchase the flight seats on your behalf directly from the airline.
These Agency Terms of Business and the Booking Conditions of the airline will apply to your booking. The Booking Conditions will be deemed to be incorporated into this contract.
The price confirmed to you at the time of booking is the final price and will not be affected by price increases imposed by our Travel Providers or caused by currency fluctuations. There is an exception in the case of excursions, please see below.
On receipt of full payment we will issue a confirmation of booking. Flight tickets will not be sent. You will take your email confirmation, airline number and passport to the airport and they will check you in. Online checking may also be available on the Travel providers website 24 hours before departure.
For event attractions, you will receive a confirmation email ticket or the actual tickets and not vouchers (except for Discovery Cove and excursions where vouchers are supplied) will be sent to you. It is your responsibility to take care of any tickets issued, as these cannot be replaced. TEAA Ltd accepts no responsibility for, and is not liable for any loss or damage, which may be caused by late delivery, provided that TEAA Ltd can demonstrate that the date of postage was not the decisive factor.
Accuracy of website and prices
Every reasonable effort has been made to ensure that descriptions and prices are accurate at the time of publishing. All statements made by us are in the honest belief that those facts and opinions given are correct. However, subsequent changes, which are beyond our control, may occur. You must, therefore, ensure you check all details of your chosen Theme Park, Attraction, Show, Entertainment, Restaurant, Sporting Event or Tour at the time of booking. Any material changes will be advised to customers as soon as they become known to us. Please note all duration times given are approximate.
We have no control over the Theme Parks / Attractions / Entertainments / Shows / Restaurants / Sporting Events / Tours and all details and descriptions in relation thereto are for guidance only. We accept no liability for any inaccuracy in the information contained on their websites, which may be altered at any time without prior notice and also reserve the right to alter, amend or cancel any of the arrangements as shown on our websites.
Our excursion Travel Providers may impose a fuel surcharge of up to 7.5%, which we will advise you about as soon as we are informed. You will then have the option of paying the surcharge, or cancelling the booking and receiving a full refund.
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