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Terms & Conditions for flexible holidays

Terms & Conditions for flexible trips booked through Primera Holidays UK

The following contractual terms & conditions apply in the agreement between us, the travel agency, and you, the customer. The Package Travel, Package Holidays and Package tours Regulations 1992 apply to our selection of flexible trips. Please notice that our A-Z Guide [link to website page] is also a part of the agreement between you and us. Be advised, that when you book a flexible trip there will be no travel guide assistance on the destinations.

1. Booking
Booking of a flexible trip can be made in writing, by telephone/personal inquiry or via our website. The booking, including information given on our website, is binding for the travel agency (in the following referred to as “us”) and the customer (in the following referred to as “you”) when the full payment has been paid at the time of booking. By making the payment the customer is considered to have accepted the terms & conditions on the ticket and our website. Each traveller is responsible for checking all tickets provided by mail or via the customer centre on [link to website] as changes do occur. All non-minor changes will be forwarded per email with a new ticket attached. The person in charge of booking the ticket is considered the main traveller and as such, all amendments to the travel arrangement has to be done by the main traveller, who is responsible for making sure that all names etc. are correct on the ticket. If you are under the age of 18 years and travelling without your parents/legal guardians, a notarized consent from each parent/legal guardian will be required. You are responsible of reporting any special needs to us that has influence on your holiday, e.g. wheelchair assistance in the airport. If needed, travel insurance and/or cancellation insurance can be booked as part of your agreement with us and we strongly recommend that you do not travel abroad without proper insurance.

2. Prices
The price for your flexible trip includes, if nothing else is stated, transport to the destination airport, airport/passenger fees, ATOL contribution, accommodation in shared double room/apartment and any booked boards. Expenses for passports, visa, vaccinations, insurances and transport between airport and trip destination is not included unless stated otherwise. Special hotel facilities, such as access to tennis court, miniature golf etc. is usually not included in the price. Also, some hotels charge a fee for deckchairs/sunbeds, parasols etc.. All prices published on our website can be changed both up- and downwards without any prior or further notice from us.
Fuel supplements, airport fees and other transport charges together with taxes, surcharges, currency fluctuations etc. are included in the price, but can be adjusted in the time between your booking and the date of departure. In case of any changes in the aforementioned tariffs one of these scenarios will occur:

a) Decrease of less than 2 % of the flexible trip price (excluding travel insurance, name change fees etc.): No refunds will be made

b) Decrease of 2 % or more of the flexible trip price (excluding travel insurance, name change fees etc.): The amount will be refunded to you

c) Increase of less than 2 % of the flexible trip price (excluding travel insurance, name change fees etc.): No additional payments will be provided

d) Increase of 2 % or more of the flexible trip price (excluding travel insurance, name change fees etc.): The extra amount will be added to your invoice as part of the agreement

Should the amount in litra d) exceed 10 % of the flexible trip price (excluding travel insurance, name change fees etc.), you have the right to cancel your booking and get a full refund of any payments made.

If there is less than 30 days until departure no adjustments will be made to your booking.

3. Changes to your booking – initiated by us
Even though we do what we can to provide you with the trip chosen, we will sometimes be unable to fulfil your booking completely. Therefore, we reserve the right to cancel and/or change your booking, either partly or completely. You can choose to either keep the booking with the changes suggested by us – which will also entitle you to a compensation according to the chart below – or cancel your booking and get a full refund of any payments made. If you choose to keep your booking and the new travel arrangement is of a lesser value, you will get a refund of the price difference. If you wish to keep your booking but with more expensive changes, you are to pay the difference.

The above-mentioned rights will not apply to minor changes, such as flight schedule changes of less than 12 hours, swap of aircraft types etc.. Please keep yourself updated on all emails from us, as they can contain changes in itineraries.

Major changes include, but are not limited to, the following:

  • Change of destination, e.g. from Palmanova to Alcúdia on your Majorca trip
  • Change of accommodation, e.g. from a 4-star resort by the beach to a 3-star in the city centre
  • Flight schedule changes exceeding 12 hours
  • Change of departure airport (excluding changes between London airports

If you choose to keep your booking, either with our suggested alternative or a replacement of your choice, rather than cancelling your booking you will be entitled to a compensation based on how many days before your departure we notify you about the major change(s):

Chart of fixed compensations


Number of days before departure:

Compensation per adult (18+)

60 days or more £0
59-29 £10
28-15 £20
14-8 £30
7-0 £40

Children not paying full fare will receive 50 % of the amount, while infants below 2 years of age not having their own seat on the flight will not receive any compensation.

NB: Some events are beyond our control and will therefore not entitle you to compensation. These events include, but are not limited to, : war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, any failure to secure relevant flying rights, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events.

4. Changes to your booking – initiated by you
1. It is your responsibility that all names and details are entered correctly at the time of booking. If you find out that errors has been made when you receive the confirmation invoice from us, you are required to contact us immediately in order for us to make the necessary corrections.

2. It is not possible to transfer your booking to another person on flexible trips. Neither do we by default accept any name changes for travellers on the original booking, although in some cases the operating airline will confirm name changes for a fee.

3. Accommodation amendments can be made for a fee shown in the chart below. Please note that any changes connected to the flight part of your flexible trip is considered a cancellation and will incur the charges mentioned in section 10.

4. If you wish to make changes to your travel arrangement, the price for the new edition will be based on the price at the time of you notifying us about the changes. These prices may differ from when you made the booking originally.

Most accommodations are priced according to the number of people staying there. If you change that number, the price might increase as a direct consequence thereof. Usually, if fewer people share the accommodation the cost per person will rise, so it might be a good idea to rearrange the persons in other accommodations if possible. This extra cost is not a cancellation charge, and might not be covered by insurance.

A £30 per booking charge will apply if you cancel car hire insurance more than 14 days after the initial trip booking.

Chart of amendment fees


Type of change

60 days or more to departure

Less than 60 days to departure

Accommodation* £30 per person Considered a cancellation, see charges in section 10 below
Flight time, airport, duration, date of departure Considered a cancellation, see charges in section 10 below Considered a cancellation, see charges in section 10 below

*If the new accommodation is cheaper, you will be refunded the difference – if it is more expensive, the difference are to be paid on top of the amendment fee


5. Illness, injury, death
In case of any illness, injury or death in direct connection to the services provided by us during your trip, we may be liable. However, our liability will be annulled if the illness, injury or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary and due care. Furthermore, we will not be liable if your illness, injury or death was self-inflicted. Any payment from us will be similar to what you would receive under English law in an English court. If you wish to file a complaint in case of illness, injury or death, these instructions has to be followed carefully:

a) It is imperative that you inform us and the supplier about the incident and fill out a form while you are still present at the destination. Furthermore, you are supposed to contact our Customer Support in writing within 90 days of returning from the trip to allow us to investigate your claim thoroughly and provide us with any details relevant to the case, including a medical certificate from your doctor.

b) All your rights against the supplier or any other persons are transferred to us

c) Full cooperation from you if our insurers or we need to enforce those rights

d) Our liability will be limited in accordance with international conventions

Transferring your rights to us makes it possible for us to be reimbursed from our suppliers of any payments made to you in addition to any legal or other costs. If we are reimbursed more from the supplier than we have initially paid to you, we will make an additional payment to you equal to the difference.

In case of any illness, injury or death caused by an event not linked directly to your trip or an event that we hold no responsibility for (as listed in section 3, last paragraph) we will, where appropriate and subject fully to our discretion, seek to help you if possible. All persons listed on the ticket can be helped economically with an amount up to £1,000, provided the following conditions are met:

a) Help inquiries must be made within 90 days of returning from the trip

b) The claim must be made under your insurances policy's legal expenses or other appropriate section. In addition, we need proof that your insurance company has received the claim and, if you get back the cost of legal or other expenses, you must repay us any amount we have spent in helping you.

6. Excursions etc. provided by third party
Excursions or similar leisure activities not provided directly by us or our local partners are usually available, but please keep in mind that we hold no responsibility for those arrangements.

7. Your initial responsibilities
The main traveller, usually the one who makes the booking with us, is responsible for all travellers on the ticket having accepted our Terms & Conditions together with our A-Z Guide. Your consent to our processing personal information about all persons on the ticket is given by the time of booking. All references to “you” and “your” will include all persons travelling on the ticket. Your agreement with us shall be governed by and construed in accordance with the law of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matter arising under or in connection with your agreement with us. You may however choose to submit to the law and jurisdiction of Scotland or Northern Ireland if you are resident in either of these jurisdictions but not to any other law and/or jurisdiction.

By booking, you have accepted the condition that you and all persons on the ticket provide certain information that may be sent to governmental authorities/border control/security agencies for the purpose of security and counter terrorism, known as Advanced Passenger Information (abbreviated APIS). In the US, this may be referred to as Secure Flight and applies for flights to and from the US in addition to certain flights that overfly their borders.

The necessary information will include, but are not limited to, full name (as shown in your passport or travel document), gender, date of birth, travel document type, number, country of issue and expiry date. For travels to the US, also your country of residence and the address for the first night of your stay. This information must be given to the airline between 6 months and 24 hours before departure, or between 6 months and 72 hours before departure if travelling to the United States, Mexico or Jamaica. For Primera Air flights you can do this by visiting [link to sub-page on website] or by calling [phone number]. Calls from UK landlines are charged the standard rate, while mobile calls may cost more. Check with your network provider.

It is amongst your responsibilities to comply with all passport, visa and other immigration requirements. Your passport and travel documents must be intact; if damaged or tampered with you may be refused travel. We do not accept any responsibility if you cannot meet these requirements and thus not being allowed to travel.

8. Payment
When ordering flexible charter trips; a) When booking over 60 days until departure the deposit amount is 60% of the price of the trip. The remaining amount is due no later than 56 days before departure. b) Within 60 days until departure, the price is the full amount and must be paid immediately after ordering. 

Once your booking has been confirmed, the following will apply:

1) If you cancel your trip for other reasons than mentioned in section 3 above: Cancellation fee will occur, see chart in section 10

2) If we cancel your trip and the reason is not covered by events beyond our control, according to section 3, last paragraph: Full amount will be refunded if you do not accept our alternative suggestion(s)

Payments made by credit card will be subject to a fee shown immediately when making the payment on our website.

9. Cancelling your booking
Should you for any reason wish to cancel your booking as a whole, or cancel part of it/only some of the travellers, we will charge a cancellation fee according to the chart below. Please contact us as soon as possible and also make sure that you receive our confirmation of the cancellation afterwards. On flexible trips, flight tickets are non-refundable which means that cancellation fees below 100% apply only to your accommodation part of the booking. 

The charges are based on how many days before your departure date we receive your cancellation notice. All non-refundable items, such as flight ticket and cancellation insurance, will be deducted from the balance before calculating the exact charge.

Chart of cancellation fees


Number of days before departure

Flight part (percentage per person)

Accommodation part (amount/percentage per person)

60 or more 100% £100
59-30 100% 60%
Less than 30 100% 100%


10. Reasonable standards
It is our responsibility that the trip of your choosing contains all elements shown on the ticket. The various services are provided either by us directly or through our cooperation partners locally. We will make sure that each part of your trip is provided as advertised and live up to an acceptable standard – for any major changes made by us prior to departure, please see section 3. All services provided on destination should live up to local standards, which are not necessarily as high as those in the UK.

11. Complaints
Even though we do our best to ensure your trip goes as planned, you might not be satisfied with the service provided. In that case, you must immediately inform the supplier in order to fill out a form locally. If for some reason the problem was not solved in reasonable time, please inform our Customer Service department no later than four weeks after returning from the trip to allow your complaint to be investigated properly and thoroughly. Please include your ticket's reference number in any correspondence regarding the complaint. If you do not comply with the above, we will not consider ourselves to have had a fair chance to solve the problem successfully, which might affect your rights to compensation. Please notice that we accept no liability for minor irregularities, unusual weather conditions on the destination etc.; nor can we be held responsible for any information retrieved from third parties, e.g. the hotel's own website or Tripadvisor.

12. Behaviour while travelling

Please keep in mind that you have a responsibility for your own actions while travelling. Therefore, if we or any person of authority finds that:

  • You are disruptive, threatening or abusive;
  • You cause unnecessary inconvenience;
  • You damage property;
  • You upset, annoy, disturb, or put another traveller, a staff member, or a local representative in any risk or danger

We will not be responsible if you are denied access to a flight, hotel or any other part of your booked trip. Furthermore, any signs of contagious disease can result in you not being able to board aircrafts, cruise ships, hotels, excursions etc.. If the airline staff finds you unfit to travel, whether it being because of disruptive behaviour or due to the influence of alcohol or drugs, we consider your travel agreement with us annulled and will not make any refunds if the incident occurs before departing your UK flight. If the incident occurs abroad, you will be responsible for your own return home and we will not be liable for any of your expenses or give you any refunds.

If the refusal of carriage is caused by one or more of the reasons above, you accept the risk of the airline carrier passing on your details to other airlines with information of the incident occurred which may result in you having difficulties booking your ticket home. No refunds/compensations will be paid to you and we reserve the right to make a claim against you for any damages, costs and expenses (including legal fees) as a result of your behaviour. These include, but are not limited to, : repairing/replacing lost, damaged and/or destroyed property; compensations to local agents, staff, passengers or crew affected; aircraft diversion in order to disembark you. In addition, you might face criminal charges.

13. Accommodation restrictions and your responsibilities
Only travellers on the ticket may enjoy access to booked accommodations. If you wish to have another person staying in your accommodation for one or more nights together with you, please contact us for inquiries regarding the price of their stay – any amount should be paid directly to us, where after you will receive an updated ticket with the visiting guest(s) added. If any damage are caused to the accommodation or its contents during your stay, you will be held responsible and any charges may be paid locally.

14. Check-in options
Usually, you can check in online prior to departure if your flight is operated by Primera Air, which also applies to most of the other carriers we use on flexible trips. When checking in online you will be required to provide your advanced passenger information. If you choose not to use the online check-in service, or the service is not available for that particular flight, we refer you to either the self-service kiosks stationed in most airports or personal handling at the check-in counters. Please notice that some carriers might charge a fee if you do not use the online check-in option.

15. Conditions of Carriage
Travelling by air or by sea results in different international conventions being applied, such as the Montreal Convention, Athens Convention and Warsaw Convention. When booking your trip with us you will automatically be considered to have accepted the specific transport company's own Conditions of Carriage. Please seek further information directly from the carrier if you have any questions or wish to receive a copy of the conditions applied. If your flight will be operated by a different carrier than originally planned you will receive notice as soon as possible.

16. Email notifications
Whether you book the trip online, by personal inquiry or by phone, it is a condition that you provide us with an email address to which we can send confirmation invoices, updated tickets and other important documents. As we send out schedule changes electronically via email, we cannot be held responsible for you not keeping yourself updated on final itineraries and therefore missing your flight. If you do not have access to email, please contact us by phone or in person to let us find a solution that fits you best.

17. Lost & found
In case you forget or misplace an item during your trip, either in the accommodation or on the flight, we will gladly help you locate it. If you wish to initiate a search for the lost item, please contact us by phone or email, with a detailed description of the item and the most probable place it was lost, as soon as possible after your return home. We will charge you a fee of £15 for initiating the search and if the item is found, we will either mail it to you or it can be retrieved from our office during business hours. The search fee is non-refundable regardless of the item being found or not, and any shipping costs are to be paid by you.

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