Terms & Conditions
1. Your Contract
2. Information & Disclosure of information
3. Flight Only
4. Hotel & Flight + Hotel
5. Visa, Health & other travel documents
7. Financial Protection
8. Special requests and assistance
10. No Shows
12. Queries and Complaints relating to your Booking
13. Other generally acceptable terms
1.0 : Your Contract
Please read this carefully before confirming your booking:
These booking terms and conditions cover all bookings made with Goldwing Travel and they vary depending on whether you make a booking with us for a package holiday or flight only, accommodation only or other separate travel arrangements, (“Individual Components”).
If you book Individual Components with us, we will make the booking as agent for the relevant supplier(s) (“Travel Provider”) (e.g. the airline, hotel supplier, insurance supplier or other ground supplier) and your contract will be subject to the supplier’s own terms and conditions which could limit or exclude liability to you, often in accordance with international conventions. Copies of the supplier’s terms and the international conventions are available on request.
If you book a FLIGHT TICKET only with us and we have issued your ticket on the same day after receiving full payment , our contract with you will be deemed to have been fulfilled and you have a direct contract with the airline shown on the ticket .
If you book a package holiday, your contract will be with GoldwingTravel/Mauritius Luxury Holidays . Please refer to the terms which apply to package holiday contracts which follow these website agency terms and conditions. If your booking is with a Low cost Airline, you are the principal and you are authorizing us to act as your agent in arranging that booking.
A contract will come into existence between us only once we accept your booking and we receive your deposit (where permitted) or full payment via cleared funds. We reserve the right to refuse, at our sole discretion, any booking. For online bookings, the contract will come into existence upon acceptance of the booking conditions presented at the end of the booking process and once the payment has been made in FULL.
We reserve the right to cancel any booking if we have made a mistake in relation to the price. We will ensure that we notify you of such mistakes within 24 hours of your booking, provided your travel has not started yet.
Please note that all services offered are subject to availability.
It is your responsibility to ensure that any information which you give us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party.
When you make a booking, you confirm that you have the authority to accept, and do accept these conditions on behalf of all members of your party
GOLDWING TRAVEL STRONGLY RECOMMENDS THAT YOU TAKE OUT TRAVEL INSURANCE FOR ANY HOLIDAY, ESPECIALLY AS THERE MAY BE CIRCUMSTANCES WHERE NEITHER OURSELVES NOR THE TRAVEL SUPPLIER CAN ACCEPT LIABILITY (EG DELAYS OR CANCELLATIONS BEYOND OUR CONTROL).
1.1 : Travel Supplier terms and conditions
The following applies to all products or services booked via our Site:
The Travel Supplier’s terms and conditions (including airlines’ fare rules) will apply in addition to those set out here. The Travel Supplier’s terms and conditions may include provisions relating to payment procedures, default, liability, cancellations, changes of bookings and refunds (if available) and any other restrictions. Consequently, as you move through the Site you will see links to terms applying to specific Travel Supplier products (you are advised to read those terms carefully). However, please refer to your particular Travel Supplier for full details as to the applicable terms and conditions.
You are responsible for complying with any airline or other Travel Supplier conditions in relation to check-in times, reconfirmation of flights, or other matters.
2.0 : Your information and Disclosure of information
When making a booking on-line you will immediately receive a booking acknowledgement. Please check that all names, dates and timings are correct on the acknowledgement and advise us of any errors same day by contacting us on telephone number 0208 341 4112. Please note that we will not accept any responsibility for incorrect information if we are not informed within this time scale. Any changes to these details may incur an amendment fees in addition to any charges applied by the Travel Provider. Please ensure that the names given are exactly as shown on the passenger’s 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 as well as many other countries Advance Passenger Information (API) will be required and this information will be passed to your airline that will pass it onto the relevant Customs and Border Protection agency. They will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. Please refer to the section specific to API below.
3.0 : Flights
Flight times shown are provisional and may be subject to change, as per the Principal’s booking conditions. Some Airlines require you to reconfirm your Homeward journey within 48 hours of departure . We cannot be held responsible for you missing flights if you have not followed these instructions. The recommended minimum check-in time for international flights is 3 Hours prior to departure . Additionally we recommend that you contact your airline on the day of travel to ensure that your flight is operating as per schedule.
Most flights are now ticketless and you should ensure that you have your flight reference number as detailed in the confirmation we email to you for your flight. Some flight providers will require that you check-in on line, please refer to your airlines website for further information.
Many low cost carriers require that you print your boarding pass at home and bring it with you to the airport. Goldwing Travel cannot be held responsible for additional airport charges for failure to do this.
Seat availability and pricing is at the principal’s discretion and is subject to availability. Please note that prices can fluctuate. Every care is taken to ensure our online systems are up to date and correct. Please be aware however that where we use third party data, there may be occasions where the prices we show are incorrect or inaccurate. Please accept our apologies for any accidental misrepresentations on this website or other affiliated sites. If your chosen flight is not available for any reason we will contact you immediately and offer alternatives. Alternatives may include changing airlines / routes, increased cost for the original flight requested or a full refund with no penalty or administration fee.
Some Airlines may charge for additional services such as checked baggage, airport check-in, preferred seating, in-flight entertainment (if available), food, drink and snacks etc. Any charges for these additional services are not included in the price of your flight ticket and must be paid either to Goldwing Travel or to the airline directly in advance of the departure date in order to avail of any discounted rate . Flights must be used in the order set out in your itinerary , Failure to use the ticket out of order could invalidate the rest of the ticket.
The times given are based on the 24 hour clock system, are approximate and based on outbound flights. They may vary depending on weather conditions or technical problems and are therefore given for guidance only .
Regulations vary with each airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If booking on-line you must check with the airline concerned and consult your doctor prior to confirming your booking. Please check if in doubt .
Bassinettes for infants can be requested, however, there is no guarantee that one can be provided. If you are booking on-line we suggest that you contact us to request one with the airline on your behalf . Infants who turn 2 years old before the return flight will be required to have a seat and a child fare must be paid. This cannot be booked on-line and we suggest that you contact us prior to booking on line for such reservations.
3.1 : Changes to your flight requested by you
All air fares are subject to terms and conditions as set by the airline. As soon as your confirmation is dispatched the contract is formed between you and the airline and the airlines rules are in force.
All fares displayed on this website are subject to penalties for changes and refunds (including but not limited to financial penalties or being non-refundable / changeable). If you have any concerns regarding the terms pertaining to changes or refunds for the fare you wish to book you must contact us for clarification prior to completing an on-line booking. All bookings completed on line will be subject to the terms and conditions as set by the airline and Goldwing Travel has no authority to waive or alter any fees or penalties.
To request a change of date to your booking please contact our office . Our reservations staff will advise you if your booking is changeable and if any airline penalties are applicable. All changes are subject to availability. As well as change penalties additional fare may be chargeable to change to your required dates.
To request a refund where a refundable ticket has been cancelled prior to departure date please e-mail us on firstname.lastname@example.org . Once received you will be notified of any penalties applicable and the claim will be processed .Please note refunds can take up to 6 weeks to obtain the money from the airline and for us to return the balance to you after deductions of penalties .
Credit card fees, ATOL fees and scheduled airline failure fees are non-refundable in the event of cancellation (either by you or the airline/Travel Supplier).
In addition to any penalties set by your airline we reserve the right to charge an administrative fee of minimum £25 for processing changes and refunds.
Where you make a booking modification, it is your responsibility to ensure that it does not conflict with any other product or service you have purchased either through us or independently.
Please note that airlines do not generally allow name changes on flight bookings, however, some airlines do charge for the same.
3.2 : Changes to your flight made by the airline
Airlines reserve the right to make schedule changes and cancel confirmed bookings. While Goldwing Travel as Agent, is not responsible for such schedule changes or cancellations, we will make all efforts to advise you of any schedule change or flight cancellation as soon as this is communicated to us.
Goldwing Travel will not be responsible for any losses as a result of changes being made to your flight by the airline. Any claim for compensation must be addressed direct to the airline.
3.2.1 : Changes to bookings where no travel has commenced
Goldwing Travel will offer you re-booking onto alternative services or a refund, as per the terms set by the airline in their commercial policy. Please note we are unable to offer any terms outside of the airlines policy. If a full refund is requested and a subsequent booking is made with Customer no administrative fees will apply. If a full refund is requested and no subsequent booking is made Goldwing Travel reserve the right to charge a £25 administrative fee. We have no influence over the sum refunded by the airline and in all cases any request for compensation must be addressed direct with the airline.
3.2.2 : Changes to bookings where travel has already commenced
In such circumstances , Goldwing Travel will do everything possible in assisting the clients in re-booking an alternative flight , subject to the terms set by the airline concerned. Please note we are unable to offer any terms outside of the airlines policy.
4.0 : Hotels and Flight + Hotel
Goldwing Travel does not provide package or holiday recommendations . We provide descriptions of hotel accommodations along with locations. We assume no responsibility (express or implied) for the suitability or quality of the travel products and services, selected by you, as featured on this site.
We offer star ratings as per the official star rating of the hotel. 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. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another.
All pre-payable local taxes will be collected in the total price show, however, some cities do apply a local hotel tax that can only be paid locally. These taxes do vary and it is not possible for us to include these in the package price.
Images – Whilst we endeavor to ensure that property images and descriptions of amenities and facilities displayed are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from our Travel/Hotel Suppliers. The images and information are provided to give a general ‘feel’ for the hotel and may not be an exact representation.
Supplier or hotel. Credit card fees and booking fees are non-refundable in the event of cancellation.
4.1 : Changes to or Cancellation of your Flight + Hotel Package by you
If you wish to amend or cancel your Flight + Hotel booking then please call us and we will endeavor to amend or cancel your booking subject to availability , however many flights and hotels used in Flight + Hotel bookings are booked at discounted rates and are, therefore non-changeable and non-refundable. We reserve the right to charge an administrative fee for all cancellations and changes.
WE STRONGLY RECOMMEND THAT YOU TAKE OUT APPROPRIATE INSURANCE TO COVER YOU FOR SITUATIONS WHICH MAY REQUIRE YOU TO CANCEL OR CHANGE YOUR TRAVEL ARRANGEMENTS.
4.2 : Changes to or Cancellation of your Flight + Hotel Package by us or other Travel Suppliers
Goldwing Travel reserves the right to make changes to your Flight + Hotel Package where such changes are occasioned by one of its Travel Suppliers, for instance an airline cancelling a flight or a hotel has a major incident . We will notify you as soon as we can, if there is sufficient time before your departure. This will be via email and/or telephone.
If you are notified of any Major Changes to your Flight + Hotel Package after we have confirmed your booking but before you travel, you can either accept these new arrangements (and cover any additional increase in price if any from your original booking), buy another Flight + Hotel package (and cover any additional increase in price from your original booking) or cancel your Flight + Hotel Package and receive a full refund from Customer less a £25 administration fee per person on top of any charge made by an associated supplier such as a hotelier.
We will not be liable to you for any compensation if forced to cancel or make any changes to your Flight + Hotel Package as a result of events outside our control and which neither us or our Travel Suppliers could reasonably foresee. Events outside our control include: war; threats of war; government intervention, terrorism; riots; civil unrest; natural and nuclear disasters; fire; actual or potential weather conditions; health risks; industrial disputes; technical problems with transport; closed or congested airports; and any force majeure events.
4.3 : Baggage
You will usually be permitted a free checked baggage allowance and a free cabin baggage allowance, the limits of which may differ by airline, class and/or route. Please note low cost carriers such as Jet 2 , Easyjet , Ryan Air or Monarch Airlines do not have a free checked baggage allowance, for more information please refer to their websites. The amount of checked baggage you are allowed depends on your class of travel/destination. Several leading carriers have now introduced additional charges for checked baggage on either a piece or weight basis. It is recommended that cabin baggage is kept to a minimum and is of an acceptable dimension of 55x45x25 CM. Extra charges may apply for checked baggage in excess of the permitted allowance. Please ask the airline for more specific information as these rules vary from time to time.
If your baggage is lost or stolen you must report this direct to the airline, preferably before you leave the airport. This will support any subsequent claim from the carrier that you may have.
5.0 : Visa, health and other travel documents
By making a booking on this site you accept that we are unable to provide any information regarding visa and travel documentation on line. You are responsible to ensure that you hold the correct travel documents and visas required for the route booked and for your final destination.
Our website offers scheduled flights from most major airlines. Please note that in certain cases these flights may be indirect and fly via other airports. The connection airports will be clearly shown on the results screen and if you click “more flight detail”. You are also responsible for ensuring that you have the correct visa(s) for any en-route intermediate stops as well as for your final destination.
If you have any concerns regarding visas please contact us before making an on-line booking. Goldwing Travel cannot be held responsible in the event of ‘denied’ boarding by the airline or you being turned back to your origin point en-route or any additional costs incurred as a result of any failure by you to hold the correct visa or other required documentation to enter the country of your choice.
Please note that it is your responsibility to ensure that all travellers booked (including children and infants) hold a valid passport document. We cannot be held responsible for any financial loss incurred due to passports not being valid or not being processed in time by the relevant embassy, or any other immigration formalities not complied with.
We suggest that you contact your doctor for all questions regarding health requirements for your final destination and any en-route intermediate points. For further Travel advice you may wish to contact the Foreign & Commonwealth Office on 0207 008 1500 or their website www.fco.gov.uk.
6.0 : Insurance
We recommend that all passengers take out adequate travel insurance. It is a condition of booking with most Principals that adequate insurance cover is arranged 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. Some airlines or Principals may prevent you from travelling, if proof of insurance cannot be provided. We can introduce you to suppliers of suitable cover if required. We accept no liability arising from your failure to obtain adequate cover. If you have booked your insurance through a supplier introduced by us, you will receive a confirmation policy document prior to travel.
7.0 : Financial Protection
Your money is protected . When you buy an ATOL protected Air inclusive holiday package or a Flight , you will receive a Confirmation Invoice from us confirming your arrangements and your protection under our Air Travel Organiser’s Licence No 4011 . In the unlikely event of our insolvency ,the CAA will ensure that you are not stranded abroad and will arrange to refund any monies you have paid to us for an advance booking . We are also member of ABTA licence No L3531/Y0573
8.0 : Special requests and assistance
In relation to the ‘special requests’ options relating to any product (e.g. dietary requirements, room types, disabled facilities, child seats etc.), Goldwing Travel will pass on these requests on to the Travel /hotel Supplier but these are at the discretion of the suppliers.
Expectant mothers: Airlines have different rules regarding the upper limit beyond which they would permit a pregnant woman to fly. As a general guide, almost all airlines will decline to accept a booking from a woman beyond 36 weeks of gestation. In the phase between 28-36 weeks, most airlines will require a doctor’s letter stating the passenger’s fitness to fly . We expect any such passenger to adhere to the Terms & Conditions and disclose the fact of her pregnancy at time of or before booking.
9.0 : Payments
With online & telephone confirmed bookings, your card will be debited immediately in order to avoid any loss of fare/holiday booked. Should payment be successfully charged to your card but the bank has not given us a full go-ahead due to a variation with some detail supplied by you, (e.g incorrect billing address , expiry date , issue number , security code or cardholder name), further documentation will then be required in order to verify the cardholder’s credentials. It is highly recommended that you provide this information at the earliest opportunity to avoid loss of booking/fare.
* All confidential information is destroyed after verification.
The above documents must be sent to us within 24 hours of making the booking & certainly before the departure date. The reason for this deadline is to ensure that any fares booked do not expire & you are not, therefore, asked to pay a surcharge in the event of a fare change. If you are experiencing problems in sending us your documents within the stipulated period, please contact our office as a matter of priority and an extension will be made if possible. However, if you do not send us the requested documents within 24 hours and do not advise us of this delay, your booking may be cancelled and a nominal admin fee not exceeding £25 may be charged .
In parties of two or more persons, the person who makes the booking or who makes the payment accepts the responsibility of making all payments to us for all members of the party and will receive the travel documents and other information on behalf of his/her party once all outstanding balances are cleared. Should one or more of the party members decide to cancel, any cancellation charges must be met by the cardholder / lead party member in order to complete the booking and receive travel documents on behalf of the rest of the party. If payment is not received for the cancelled members, travel documents will not be released to the remaining passengers. In most cases, full payment is required at time of your online booking.
In most cases, full payment is required at time of your online booking. In some cases, such as a telephone booking, a deposit payment may be sufficient to hold the seat, hotel, cruise, wedding date or other service (but not the price) and we shall notify you of the date by which the balance payment is due. It is recommended that balance payments are made by the stipulated time as if you do not pay on time you may lose the booking/fare and forfeit your deposit . Your final travel documents will only be released to you once full payment is in place.
Payment can be made by all major debit and credit cards, cheque, bank transfer, in person at our office and through the payment cart on our Site. Goldwing Travel reserve the right to charge you in addition for any handling fees we or the Travel Supplier incur in relation to bookings made by credit card. You will be notified of the relevant charges at the time of booking. We reserve the right to pass on any charges relating to card charge backs or payment disputes.
If your booking is being paid for with a third party credit card , we shall require the card holder either to call at our office in order to personally input his/her card PIN number into our credit card terminal , alternatively he/she must provide us with a written authorization and additionally will include providing proof of the cardholder identity in the following ways:-
Copy of Front/back of the card used for payment. Recent credit card statement showing cardholder Name and Billing Address.
All confidential information is destroyed after verification.
10.0 : No Show
A ‘No-Show’ occurs when you fail to turn up on the day of departure for your flight or at your hotel on the booked arrival date and where you have not cancelled your flight/hotel /train or other reservation in advance of the departure date. Any such cancellation would need to have been received by us via email. Please note that, in relation to flights, a ‘No-Show’ for a flight may result in your ticket being cancelled by the airline and therefore may not be refundable. Any re-issue or change of date will be at the discretion of the airline. Any un-cancelled, non-arrival at a hotel will be treated as a ‘No-Show’.
11.0 : Refunds
Refunds will be processed to the original form of payment used at the time of booking. This will be made payable to the person who made the original payment. When processing a refund for a flight ticket, please be aware that not all taxes are refundable. To make a refund claim, you will need to email us at email@example.com with full details of passenger name/s, booking reference and ticket number.
We reserve the right to change an administration fee for processing a refund.
12.0 : Queries and Complaints relating to your Booking
Please contact our customer services team via the CONTACT US tab on this website if you have any other enquiries relating to your booking prior to departure.
If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel whilst there. We suggest that in the case of hotels you take photographic evidence in case the matter need to be pursued at a later date . In most cases the matter are resolved by the hotel to the client’s satisfaction .
If you have any other enquiries or complaints relating to your booking during your stay, a ground handling agent is usually available to help resolve certain issues between the hotel and the client.
13.0 : Advance Passenger Information (API)
All airlines are required to collect Advance Passenger Information from passengers before travel to or from Spain the US and Canada and certain other countries. You agree to supply this information to us and consent to us passing this information to the airlines who may pass this on to foreign authorities. If you do not supply Advance Passenger Information, you may be refused entry to these countries. It is also important that the information is accurate so that you do not have any delay when you pass through Immigration on arrival in these countries. The information you will be asked to provide will depend on the country you are visiting but will include passport information, city and country of residence and destination address if travelling to the USA (for all travellers on your booking).
If you are travelling to / from or via the USA, API information is required a minimum of 72 hours prior to departure. If you are booking within 72 hours API information will be required to complete the booking process. Many airlines inhibit the issuance of tickets to / from or via the USA without API information. Failure to provide API information for flights to / from or via the USA may result in the airline cancelling your booking (both ticketed and un-ticketed). Customer accepts no liability for any losses or additional costs you may incur.
13.1 : ESTA
If you are travelling to or transiting through the US under the Visa Waiver Program, it’s now compulsory for you to get online authorisation (an ESTA) before arriving at your departure airport. You must do this at least 72 hours before departure.
13.2 : Use of the Site
The Site is provided on an ‘as is’ and ‘as available’ basis. Goldwing Travel does not accept any liability in respect of your ability to access or use the site at any time or any interruption in that access or use or any failure to complete any transaction. We do not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.
13.3 : Information on the Site
Goldwing Travel offer all of the general information on the Site for purposes of guidance only. Please note that we may at any time change any aspect of the Site or its content, including the availability of any suppliers, features, information, database or content. You need to check with the relevant Travel Supplier, destination, embassy, or tourist office to confirm the guidance is up to date. In particular, with respect to passports, visas, and vaccination requirements, Goldwing Travel does not guarantee that the information is always up to date and it is your responsibility to ensure that you understand and comply with all relevant passport, visa, and vaccination requirements.
Goldwing Travel does not guarantee that information on the Site (including without limitation prices, descriptions or dates) is free from errors or omissions but we will use all reasonable endeavors to correct any errors or omissions as soon as practicable once they have been brought to our attention. By way of example, the majority of hotel and other accommodation descriptions are fed directly to our Site by the Travel Supplier or the hotels direct.
13.4 : Your Obligations
You agree to be bound by the following obligations, including without limitation:
You accept financial responsibility for all transactions made under your name or account.
You must be 18 years of age or over and have legal capacity.
You warrant that all information you provide about yourself or members of your household shall be true and accurate.
The Site must not be used for speculative, false or fraudulent bookings.
The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.
The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.
13.5 : Denial of Access
Goldwing Travel reserves the right to deny access to the Site at any time without notice.
13.6 : Links to Third Party Web Sites
The Site may contain hyperlinks to external web sites owned and operated by third parties. We have no control over or association with such third party sites and no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Any and all contents on these external web sites do not reflect products, services or information provided by Goldwing Travel. You should direct any concerns regarding any external link to the site administrator or webmaster of such site.
13.7 : Force Majeure
Goldwing Travel shall not be liable for any failure in the course of this Agreement if the same shall arise out of a force majeure event. This shall include without limitation government intervention, wars, civil commotion, hijacking, fire, flood, accident, storm, strikes, lockouts, terrorist attacks, or industrial action affecting Customer or its suppliers.
13.8 : Security Policy
Goldwing Travel use secure technology in order to safeguard personal information and financial transactions. We comply with the procedures and security standards as further set out in the company policy.
13.9 : ATOL
Flight + Hotel holidays shown are ATOL Protected by the Civil Aviation Authority under ATOL 4011 . Not all holidays or travel services offered and sold by us will be protected by the ATOL scheme. If your booking is ATOL protected, this will be clearly stated in your confirmation email. Visit www.atol.org.uk or please contact us if you want to know more.
13.10 : Changes to Terms and Conditions
We reserve the right to change or update the Terms and Conditions relating to use of the Site from time to time without prior notice to you. The current version of the Terms and Conditions will be displayed within the Site from the date on which any changes come into effect. Continued use of the Site following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
13.11 : Governing Law
These terms and conditions form a contract between you and Goldwing Travel , which is governed by English law. You agree that any disputes will be dealt with in the English courts.
The Site is offered to you by Goldwing International(uk) Ltd trading as Goldwing Travel and Mauritius Luxury Holidays , whose registered office is at 29 Turnpike Lane , London N8 0EP . All Communications should be sent to this address.