POPULAR HOLIDAYS TERMS & CONDITIONS
These Booking Terms & Conditions set out the terms on which PRH Holidays Limited (hereinafter referred to as “Popular Holidays”, “we”, “us” or “our”) arranges and provides access to flights, accommodation, transfers, excursions, rail journeys, cruises, ferries, motor coach services and other holiday-related services (collectively, the “Travel Arrangements”). Popular Holidays is a trading name of PRH Holidays Limited. These Booking Terms & Conditions also explain the respective rights, obligations and responsibilities of you, Popular Holidays and the relevant travel suppliers in connection with those Travel Arrangements.
Where the Travel Arrangements constitute a “package” within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018 (the “Package Travel Regulations”), the statutory protections and rights applicable to package travel will apply. Where Popular Holidays is the organiser of such a package, we will assume the responsibilities imposed on a package organiser under the applicable legislation.
Popular Holidays is a company incorporated in England and Wales under company registration number 15570718. Our registered office is at Suite A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom. Popular Holidays holds Air Travel Organiser’s Licence (ATOL) number 12976, issued by the Civil Aviation Authority (CAA).
In these Booking Terms & Conditions, “Popular Holidays”, “we”, “us” and “our” refer to Popular Holidays. “You” and “your” refer to the person making the booking and, where applicable, all persons travelling under that booking.
Please read these Booking Terms & Conditions carefully before requesting that we confirm your booking. By requesting confirmation of a booking, you acknowledge that you have been given a reasonable opportunity to read and understand these terms and agree to be legally bound by them.
Unless expressly stated otherwise, these Booking Terms & Conditions apply to Travel Arrangements booked with Popular Holidays in the United Kingdom and are subject to applicable UK legislation and regulatory requirements.
Our Role in Your Booking
Our role and responsibilities in relation to your booking will depend on the nature of the Travel Arrangements you purchase and the manner in which those arrangements are combined.
Where We Act as Package Organiser
Where Popular Holidays organises a package and provides you with a single contract and/or confirmation for the package as a whole, including where a single receipt or invoice is issued for the total package price, Popular Holidays will assume the responsibilities of the package organiser in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 and these Booking Terms & Conditions. For the purposes of these terms, this arrangement is referred to as a “Single Package Contract.”
Where We Act as Agent
For certain bookings, Popular Holidays acts as an agent on behalf of the relevant airline, accommodation provider, cruise operator, tour operator, transport provider or other principal supplier. In such circumstances, the contract for the relevant Travel Arrangement is entered into directly between you and the applicable supplier, and the supplier’s own terms and conditions may apply.
Your booking confirmation and other documentation will identify, where applicable, the relevant package organiser, principal supplier and/or other contracting party. You should read any supplier-specific terms carefully, as they may contain important provisions relating to payment, cancellation, amendments, refunds, liability and other aspects of your booking.
Where Travel Arrangements Form a Package
Where two or more Travel Arrangements are combined or purchased together in circumstances that constitute a package, including a “Multi-Contract Package” or other package within the meaning of applicable law, Popular Holidays may be responsible for the package as the organiser, even where separate contracts are entered into between you and individual Travel Arrangement suppliers.
Where Popular Holidays is the package organiser, the statutory rights and protections applicable to package travel will apply in accordance with the applicable legislation.
Single-Element Bookings
Where you purchase a single Travel Arrangement only—for example, accommodation-only, cruise-only or another standalone service—Popular Holidays will normally act as agent for the relevant supplier or principal, unless we expressly confirm otherwise.
A single-element booking will generally not constitute a package holiday and, accordingly, the statutory protections applicable specifically to package travel will not apply, except where and to the extent that applicable law provides otherwise.
The capacity in which Popular Holidays acts for your particular booking will be stated in your booking confirmation or other relevant booking documentation. If you are unsure whether Popular Holidays is acting as package organiser or as an agent, please contact us before making or confirming your booking.
1. Applying These Booking Conditions
All bookings made with Popular Holidays, whether made online, by telephone or through any other booking channel expressly offered by us, are subject to these Booking Terms & Conditions.
A legally binding contract between you and the relevant contracting party will be formed once we have received the payment required to confirm your booking and have issued a written booking confirmation. Your booking confirmation will normally be sent to you by email. Where you have not provided an email address, the confirmation may be sent by post or by another appropriate method.
By making a booking on behalf of other members of your travelling party, you confirm that you have the authority to do so and that you have made these Booking Terms & Conditions available to, or otherwise brought them to the attention of, all persons included in the booking. You accept these terms on behalf of yourself and all members of your party.
The lead passenger is responsible for providing accurate information for all travellers included in the booking, ensuring that all members of the party are aware of and comply with the applicable booking conditions, and arranging payment of all amounts due under the booking.
Bookings may only be made by a person who is 18 years of age or older. Where a booking is made for two or more travellers, the first named adult will normally be designated as the lead passenger, unless we agree otherwise in writing.
Your booking confirmation and any subsequent amendments or documents issued by us form part of the contractual documentation relating to your Travel Arrangements. You should check all details carefully upon receipt and notify us promptly if you identify any error or discrepancy.
Severability
If any provision, or part of a provision, of these Booking Terms & Conditions is determined by a court or other competent authority to be invalid, unlawful or unenforceable, that provision or part of the provision will be deemed severed to the extent necessary. The remaining provisions will remain valid and enforceable and will continue in full force and effect.
Booking Information, Supplier Terms and Services
Submitting our booking form confirms that you have read and accepted these terms. No amendment to these terms is valid unless agreed by Popular Holidays in writing.
The services supplied by airlines, hotels, cruise operators, transfer companies, tour operators and other Travel Providers are also subject to their own terms and conditions. Those terms may limit or exclude supplier liability in accordance with applicable law and international conventions and may form part of your contract.
We are not responsible for services or facilities that are outside the arrangements we agreed to provide. Examples include additional hotel facilities, services purchased directly from a supplier and excursions purchased independently while you are travelling.
We will use reasonable skill and care in providing the services for which we are responsible. Nothing in these terms gives us a greater liability than is required by law.
Group Bookings – Lead Passenger Responsibility
For group bookings, the lead passenger accepts responsibility for the group’s financial obligations. This includes accommodation, activities, transportation and other services included in the booking.
If another member of the group cancels, fails to pay or creates additional costs, the lead passenger remains responsible for amounts due, including costs arising from changes to room allocations or other services.
Payments and refunds are handled in accordance with these terms, the applicable supplier conditions and the law. Customers should contact Popular Holidays first to resolve a payment or booking dispute. Where a valid booking was made and/or services were provided, Popular Holidays may challenge a chargeback or card dispute that is raised without first giving us a reasonable opportunity to investigate.
If the lead passenger fails to meet payment obligations, Popular Holidays may use appropriate recovery procedures, including legal action or a collections agency. Reasonable recovery, legal and collection costs may be charged to the person responsible for the outstanding amount.
2. Law and Jurisdiction
These terms and the contract between you and Popular Holidays are governed by English law. Subject to any mandatory statutory rights you may have, disputes arising from or connected with the booking or contract will be dealt with by the courts of England and Wales.
3. Financial Protection
Flight-inclusive packages organised by Popular Holidays are protected under the ATOL scheme where the booking is covered by our ATOL arrangements. Where applicable, you will receive an ATOL Certificate identifying the services protected and explaining where to obtain further information.
ATOL protection does not automatically apply to every travel service sold through our website. Please check with us what protection applies to your particular booking. If an ATOL Certificate is not issued, the booking is not ATOL protected. If only certain elements appear on the certificate, protection applies only to the services listed.
Where an ATOL-protected service cannot be provided because of supplier or organiser insolvency, the relevant ATOL arrangements may provide an alternative service or a refund in accordance with the scheme. You may be required to accept the obligations of an alternative ATOL holder where one is appointed.
Nothing in these terms is intended to reduce the financial protection or statutory rights that apply to your booking.
4. When We Act as Agent
Popular Holidays may act as agent where you book accommodation-only or cruise-only services, where a disclosed tour operator or supplier has assembled the package, or where separate services are purchased from disclosed suppliers.
A Multi-Contract Package may arise where you purchase at least two different types of travel service for the same trip, such as transport, accommodation, cruise, car rental or qualifying tourist services, in circumstances covered by the Package Travel and Linked Travel Arrangements Regulations 2018.
The legal treatment of a booking depends on how the services are selected, advertised, priced and purchased. Where a booking is legally a Multi-Contract Package, Popular Holidays will comply with its obligations as package organiser while the individual supplier contracts remain in place.
A tourist service may not create a package where the statutory conditions are not met, including circumstances where the additional tourist service represents less than 25% of the combination’s value and is not an essential feature, or where it is selected after the main travel service has begun.
5. Your Booking
A booking is confirmed when we issue the relevant confirmation. Please check all names, dates, destinations, room types, travel services and other details immediately and tell us about any error as soon as possible.
The booking confirmation, together with these terms and the applicable supplier conditions, forms the basis of the agreement. The lead passenger is responsible for providing accurate information and ensuring that all travellers are aware of the booking conditions.
6. Prices and Payment
The price payable for your holiday will be confirmed at the time of booking and will be shown on your booking confirmation. The confirmation will also explain what is included in the price.
A non-refundable deposit of typically 20% is payable when booking. The balance is normally due no later than 10 weeks before departure. Certain products, including some cruises, Christmas departures, discounted products and late bookings, may require a different deposit or earlier/full payment.
Where a booking is made within 10 weeks of departure, full payment may be required at the time of booking. We may also decline to confirm a booking and return a payment where we are entitled to do so under these terms.
Administration fees may apply to payments made under deposit or instalment arrangements and such fees are non-refundable where you cancel.
Prices may be amended before confirmation to correct errors or reflect updated pricing. Once a booking has been confirmed, price changes may be made only in the circumstances permitted by these terms, including changes to transport costs, fuel or cruise costs, taxes and fees, or relevant exchange rates.
Where a permitted price increase applies, we will provide the required notice and an explanation. We will absorb increases equivalent to 2% of the relevant travel arrangement price, excluding insurance, amendment charges and additional services. Amounts above that threshold may be payable. If the increase exceeds 8% of the confirmed holiday price, you may have statutory rights to accept an alternative arrangement or cancel and receive a refund, subject to the applicable terms.
If the price decreases by more than 2% as a result of the relevant cost changes, any applicable refund will be paid in accordance with these terms.
Credit-card payments remain subject to the cancellation and supplier conditions. Popular Holidays reserves the right to challenge a chargeback where the transaction was authorised, the booking was confirmed or the services were provided.
7. Data Protection
We use the information you provide to process your booking and arrange the services you have requested. This may include names, contact details, special requirements and dietary information.
We may need to share relevant information with airlines, hotels, transport companies, cruise operators, tour operators, security or credit-checking providers, immigration or customs authorities, and other organisations where required for the performance of your booking or by law.
Where sensitive information is necessary to arrange your travel, you consent to that information being passed to the suppliers who need it. If we cannot share information required to provide the service, we may be unable to complete the booking.
You may request a copy of personal information held by us, subject to applicable data-protection requirements.
8. Changes or Cancellation by You
8.1 Changes Requested by You
You may request to transfer a booking to another person who meets the requirements of the holiday, provided the request is made in writing at least seven days before departure. You and the new traveller will be responsible for the costs of the transfer, including supplier charges.
Some airlines, cruise operators and other Travel Providers treat name changes as cancellations and may require a new booking at the current price. Any supplier charges will be passed to you.
For other changes requested after confirmation, we will try to accommodate the request but cannot guarantee that it will be possible. Changes must be authorised in writing and, for group bookings, by the lead passenger.
The price of replacement or amended travel services will normally be based on the price available on the date of the change. Some extras may be non-refundable once added to the booking.
8.2 Amendment Administration Fees
An administration fee of £50 per person applies where a change request is received 60 days or more before departure. The fee increases to £75 per person where the request is received less than 60 days before departure. Supplier charges and other applicable costs may be additional.
Changes requested within seven days of departure may be subject to 100% cancellation charges.
8.3 Cancellation by You
A partial cancellation is not normally permitted. Cancellation must be requested in writing by the person who made the booking, using the email address originally supplied, or by the lead passenger for a group booking.
Cancellation charges are calculated from the date we receive your written cancellation instruction. Supplier charges and our administration fees may apply and, depending on the product, charges may reach 100% of the booking value.
Deposits, administration fees, insurance premiums, supplier charges and other non-refundable costs will not be refunded unless required by applicable law.
If the amount already paid is less than the applicable cancellation charge, you remain responsible for the difference. Where the applicable charges are lower than the amount paid, any balance due will be refunded without undue delay and, in any event, within 14 days after cancellation.
By accepting these terms, you authorise Popular Holidays to charge the payment card used for the booking, or another card used in connection with the booking, for valid cancellation charges and outstanding sums.
8.4 Situations Where 100% Cancellation Charges May Apply
Low-cost airline bookings, where the airline’s conditions provide for charges up to 100%.
Scheduled-flight arrangements where the applicable flight conditions impose higher cancellation charges.
Non-refundable or discounted accommodation.
Any travel service that is non-refundable from the time of booking.
Daily-deal or voucher bookings, including Groupon and Wowcher, after the voucher has been redeemed.
Except for non-refundable components, cancellation charges will follow the schedule below unless the relevant supplier’s terms impose different charges.
8.5 Cancellation Charge Schedule
Holiday packages excluding cruises:
More than 81 days before departure: loss of deposit.
45–80 days before departure: 50% of the holiday cost.
16–44 days before departure: 75% of the holiday cost.
8–15 days before departure: 90% of the holiday cost.
7 days or less before departure: 100% of the holiday cost.
Holiday packages including a cruise:
More than 91 days before departure: loss of deposit.
76–90 days before departure: 50% of the holiday cost.
61–75 days before departure: 75% of the holiday cost.
31–60 days before departure: 100% of the holiday cost.
Non-refundable rooms and flight bookings may attract 100% cancellation charges from the time of booking, together with applicable administration fees.
The source terms specify that cancellation notices should be sent in writing to admin@Popular Holidays.com and are treated as received when Popular Holidays confirms receipt.
9. Changes or Cancellation by Popular Holidays
9.1 Cancellation Before Departure
Popular Holidays may cancel a package before departure where unavoidable and extraordinary circumstances prevent performance, where the balance has not been paid by the due date, where a stated minimum number of participants has not been reached, or where cancellation is otherwise permitted or required by the contract or applicable law.
Where we cancel for a reason other than your failure to pay, your breach of the terms or another circumstance where cancellation charges lawfully apply, you will be entitled to a refund of payments made for the package, without undue delay and within the period required by law.
Where cancellation results from unavoidable and extraordinary circumstances, no additional compensation will normally be payable. Where appropriate, we may offer an alternative holiday or credit note, but statutory cash-refund rights are not removed.
9.2 Minor Changes and Equivalent Arrangements
Not every change to a holiday is a significant change. We assess whether an alternative remains materially equivalent by considering objective factors such as official classification, overall value, facilities, board basis, room or cabin category, location and the core services included.
Personal preferences or subjective differences do not, by themselves, make an otherwise equivalent arrangement a downgrade.
A change to another room in the same property, or to accommodation of the same or higher official standard, will generally be treated as a minor change.
For cruises, including Nile cruises, operators may change vessels, routes, ports, schedules, embarkation or disembarkation points, cabin allocations and sightseeing order because of weather, river or sea conditions, port restrictions, technical matters, safety, navigation or supplier operations. An equivalent or higher-standard substitute will generally be treated as a minor change.
In luxury and island destinations, room names, views, villa descriptions, resort areas, beach or lagoon access and exact room locations may vary. Equivalent accommodation will generally be treated as a minor change.
9.3 Transfers and Car Hire
Transfers in island, remote or luxury destinations may use speedboats, seaplanes, domestic flights, coaches, private vehicles, shared vehicles or other suitable transport. Transfer methods and timings depend on airline schedules, resort operations, weather, sea conditions, daylight, local regulations and supplier availability.
Where operationally necessary, a supplier may substitute one transfer method for another. Such a substitution will generally be treated as a minor change where the destination, resort, duration and core services remain materially unaffected.
For car hire, drivers must meet all supplier and local requirements, including licence, international driving permit where required, identification, payment card, insurance, deposit and minimum-age requirements. Failure to meet these requirements may result in refusal of the vehicle without refund and any resulting costs will be your responsibility.
9.4 Changes to Travel Arrangements Other Than Price
This section applies to package travel bookings and is intended to operate consistently with the Package Travel and Linked Travel Arrangements Regulations 2018 and applicable ATOL requirements.
Minor changes may include changes that do not materially affect the destination, duration, overall value, standard or core services of the holiday.
Flight-time changes of less than 12 hours.
Changes of airline, aircraft type, ferry operator or transfer provider.
Airport changes within the same metropolitan or regional area.
Changes to ferry or cruise schedules, ports, sailing order or docking arrangements where reasonably required.
Equivalent accommodation changes, including changes to room or cabin allocation.
Changes to sightseeing order, excursion timing, itinerary sequence or scheduled activities.
Substitution of transfer methods with suitable alternatives.
Changes caused by weather, sea or river conditions, technical issues, maintenance, local authority requirements, supplier operations or health and safety considerations.
Temporary restrictions or closure of non-essential facilities and services.
A major or significant change is one that materially affects the destination, duration, standard or core services. Examples include a destination change, a move to lower-standard accommodation, removal of a significant part of the itinerary, a substantial reduction in holiday duration, a departure airport outside the same metropolitan or regional area, or a flight-time change exceeding 12 hours.
Where a significant change occurs before departure, we will notify you as soon as reasonably possible. Depending on the circumstances and your statutory rights, you may accept the revised arrangements, accept a suitable alternative holiday, or cancel and receive the refund to which you are legally entitled.
Where operationally necessary and departure is imminent, failure to respond within 48 hours may be treated as acceptance of the revised arrangements, subject to applicable law. Compensation will not normally be payable for changes caused by unavoidable and extraordinary circumstances or matters outside our reasonable control where the law permits this.
9.5 Operational, Excursion and Transfer Changes
Excursions, activities, sightseeing, island visits, cruises, ferries, transfers and optional services can be affected by supplier operations, weather, safety, local authority requirements and availability.
Popular Holidays and its suppliers may therefore alter schedules, routing, sightseeing order, docking locations, transfer methods or optional services where reasonably necessary. Where possible, an alternative of similar value and standard may be offered.
Such changes will normally be treated as minor where the overall value and standard of the holiday remain materially unaffected.
9.6 Reporting Problems and Acceptance of Alternatives
If a problem occurs during your holiday, report it promptly to the relevant supplier and to Popular Holidays so that we have a reasonable opportunity to investigate and put matters right.
If you continue to use alternative accommodation, transport or other arrangements without formally rejecting them at the time, this may be treated as acceptance of the revised arrangements, subject to your statutory rights.
For issues arising after departure, the source terms require notification to the local supplier and Popular Holidays within 24 hours. Failure to report a problem may affect a later claim where we were denied a reasonable opportunity to investigate or resolve the issue.
9.7 Non-Essential Services
If an excursion, tour or other non-essential element is cancelled because of circumstances outside our control, we will, where possible, offer a suitable alternative or refund the affected portion only.
Cancellation or amendment of a non-essential element does not automatically cancel or change flights, accommodation, cruises or transfers. Additional personal costs such as visa fees, insurance costs or independent travel arrangements remain your responsibility unless applicable law requires otherwise.
10. Our Liability to You
Where Popular Holidays is the package organiser, we are responsible under the Package Travel Regulations for the proper performance of the Travel Services included in the package, even where those services are delivered by suppliers.
You must notify us without undue delay if a travel service is not performed or is improperly performed. Depending on the circumstances and applicable law, you may be entitled to a price reduction, compensation or both.
Where you book a single travel service or a package arranged by a disclosed tour operator or supplier and Popular Holidays acts only as agent, the contract for the service is with the relevant supplier and its conditions apply. Our responsibility as agent is limited to using reasonable skill and care in arranging the booking. We do not exclude liability where the law does not permit us to do so.
We will not be responsible for losses arising from your own acts or omissions, unforeseeable acts of an unrelated third party, unavoidable and extraordinary circumstances, or services that do not form part of our contract.
For transportation, applicable international conventions and carrier conditions may limit liability. These may include the Warsaw/Montreal Convention for air travel, Athens Convention for sea travel, Berne/COTIF Convention for rail travel and applicable conventions or legal regimes for accommodation.
Where Popular Holidays acts as package organiser, the source terms provide a maximum liability for qualifying claims of three times the price paid for the affected person’s package. Where we act only as agent, the source terms provide a maximum liability equivalent to the amount paid for the affected arrangements, subject always to applicable law and any liability that cannot legally be limited.
11. Travel Insurance
We strongly recommend comprehensive travel insurance and the source terms require customers either to accept the travel insurance recommended by us or to arrange comparable cover at the time of booking.
Your policy should provide appropriate cover for cancellation, medical expenses, repatriation, pre-existing medical conditions and other risks relevant to your trip.
Insurance purchased through us is non-refundable and is not included in cancellation refunds. Claims under an insurance policy should be made directly to the insurer using the claims details shown on the policy.
If you travel without adequate insurance, we will not be responsible for losses that would otherwise have been recoverable under suitable insurance cover.
12. Your Responsibilities
You are responsible for ensuring that everyone travelling under your booking has the correct passport, visa, vaccination and immigration documents. Requirements should be checked with the relevant embassy, consulate or official authority.
You are also responsible for complying with destination-specific entry and health requirements. We are not responsible for losses or refusal of travel resulting from failure to meet these requirements.
Any medical condition or disability that may affect travel or require assistance should be disclosed before booking, or as soon as reasonably possible if it develops later. Suppliers may require medical clearance or other documentation.
The source terms state that travellers who are 28 weeks or more pregnant on return travel should have a doctor’s certificate confirming fitness to travel, noting that airlines may have their own requirements. Customers should always check the current requirements of the relevant carrier.
We are not responsible for costs, delays or illness caused by failure to meet applicable travel or medical requirements.
13. Behaviour
You are responsible for your conduct and the conduct of everyone in your party. Popular Holidays and its suppliers may refuse travel, boarding, accommodation or participation, or remove a traveller from a service, where their conduct is dangerous, disruptive, violent, irresponsible, unlawful, or causes serious distress, annoyance, danger or property damage.
This includes situations involving intoxication, unlawful possession of drugs or behaviour that creates a safety risk or causes disruption to transport or other travellers.
Where removal or refusal is justified, no refund or compensation will normally be payable except where required by law. You remain responsible for any additional costs caused by your conduct.
You must follow safety instructions issued by suppliers and activity operators and may be required to sign waivers for certain activities.
14. Complaints
If you experience a problem during your holiday, report it immediately to the relevant supplier or local representative so that they can try to resolve it at the time.
If the issue is not resolved, contact Popular Holidays by email or telephone. The source terms request that complaints are raised within 28 days after the holiday ends. Please provide a clear description of the issue and the steps already taken to resolve it.
Where a complaint concerns supplier negligence, failure to report the problem during the holiday may affect your claim because it may prevent the supplier or Popular Holidays from investigating and putting matters right.
We aim to respond to complaints within 28 days, although some cases may take longer where information is required from suppliers or third parties.
If you leave accommodation early, unused nights are not normally refundable unless required by applicable law. Where you are dissatisfied with accommodation, you must contact the local representative immediately and give us the opportunity to investigate and, where possible, arrange a solution.
Where applicable, disputes involving an ABTA member may be eligible for the relevant ABTA Alternative Dispute Resolution process. Any statutory dispute-resolution rights that apply to you are not affected by these terms.
15. Passport, Visa and Health Requirements
You should allow sufficient time to obtain passports, visas and other required documents. Requirements vary by nationality and destination and should be confirmed with the relevant embassy, consulate or official authority.
It is your responsibility to hold all documents required for travel. If you cannot travel because of missing, incomplete or late documentation, the applicable cancellation terms will apply.
Visa processing fees or peak-period supplements may apply where we assist with visa services.
We are not responsible for losses, fines or costs resulting from failure to meet passport, visa, immigration or health requirements, and you agree to reimburse us for costs imposed on us because of your failure to comply.
16. Unavoidable and Extraordinary Circumstances
“Unavoidable and Extraordinary Circumstances” means events beyond the reasonable control of the affected party whose consequences could not have been prevented even if reasonable measures had been taken.
Examples include war, terrorism, serious security incidents, civil unrest, natural disasters, extreme weather, pandemics, epidemics, government restrictions, border or airspace closures, industrial disputes and official UK Foreign, Commonwealth & Development Office advice against travel where it materially affects the package.
If such circumstances occur at the destination or nearby and significantly affect the performance of the package or passenger transport, you may have the right to terminate the package before departure without a cancellation charge and receive a refund within the statutory period.
Popular Holidays may also cancel a package where such circumstances prevent us from performing the contract. Where we cancel for this reason, you will be entitled to the refund required by law and will not normally be entitled to additional compensation.
We may offer an alternative holiday or refund credit note where a refund is due, but you are not required to accept an alternative or credit note where the law gives you a cash-refund right.
Nothing in this section limits statutory rights under applicable package-travel law, consumer law or ATOL requirements.
17. Special Requests
Tell us about special requests when you make your booking, such as dietary needs, room location or particular hotel facilities. We will pass reasonable requests to the relevant supplier where possible, but a request is not guaranteed unless we specifically confirm it in writing.
A note on your booking or confirmation that a request has been passed to a supplier does not mean the supplier has guaranteed it. We do not accept bookings that are conditional on an unconfirmed special request being fulfilled.
18. Medical Conditions and Disabilities
If you or a member of your party has a medical condition, disability or other requirement that may affect the booking or holiday, provide full details before booking or as soon as a new condition arises.
We will work with suppliers to identify reasonable arrangements where possible. A supplier may require a doctor’s certificate or other evidence of fitness to travel or participate.
Where reasonable arrangements cannot be provided because of the nature of the requirement, or where relevant information was not disclosed, the supplier or Popular Holidays may be unable to accept or continue the booking, subject to applicable law.
19. COVID-19 and Similar Health Requirements
Suppliers may introduce health and safety procedures or temporarily restrict facilities where necessary to protect travellers. Facilities, activities and services may therefore be changed, restricted or unavailable.
Where entry to a destination requires testing, vaccination, certificates or other health documentation, it is your responsibility to arrange these within the required timeframe and pay the related costs.
If a traveller becomes unwell during the trip and this results in changes to accommodation, flights or other services, additional costs may arise. The source terms state that such costs are the customer’s responsibility and should be claimed through appropriate travel insurance where covered.
20. Flights
Where required, we will provide the identity of the operating carrier, or the likely carrier where the actual carrier is not yet known, and will update you when the information becomes available.
Aircraft type and flight times shown at the time of booking may be indicative and can change. You should check your tickets carefully and reconfirm flight times with the airline before departure, including the return journey.
A change to carrier, flight time or aircraft type will not normally give you a right to cancel or amend without charge unless these terms or applicable law provide otherwise.
Where a flight is cancelled, significantly delayed or boarding is denied, the airline may have direct obligations to provide care and assistance under applicable passenger-rights legislation. Claims for airline compensation or assistance should normally be made directly to the carrier.
Any compensation paid by an airline may affect a separate claim against Popular Holidays for the same failure, and we may require assignment of relevant rights where appropriate.
21. Additional Cruise, Baggage and Car-Hire Information
Cruise Age Requirements
Cruise operators may impose minimum-age requirements for embarkation and restrictions on alcohol consumption. You must comply with the relevant operator’s rules and should check requirements before booking.
Missing a Cruise Departure
You are responsible for reaching the ship in sufficient time, normally at least two hours before sailing or as otherwise instructed. If you miss the vessel, you are responsible for reaching the next port at your own expense.
Cruise Offers and Onboard Services
Cruise offers may apply only to selected sailings and are subject to the relevant cruise operator’s conditions. Services, meals, activities, port charges, taxes and other items not included in the confirmed holiday price must be paid by you.
Some dining, activities and entertainment are subject to availability and may only be bookable once onboard. Additional charges may apply.
Baggage and Prohibited Items
All travellers must comply with the baggage allowances and restrictions of airlines, cruise operators and other carriers. Excess baggage charges are the traveller’s responsibility.
Baggage should be clearly labelled. Travellers must not bring prohibited or hazardous items onto a cruise vessel. The vessel’s Master and authorised crew may conduct reasonable searches for safety and security purposes.
Any property left onboard at the end of the cruise may be stored or returned at the traveller’s expense. Pets and animals are generally not permitted unless the relevant operator expressly allows them.
Car Hire
All drivers must meet the licence, identification, payment card, insurance and minimum-age requirements of the relevant supplier and destination. Failure to meet these requirements may result in refusal of the vehicle without refund and additional costs will be the traveller’s responsibility.
Mandatory Local Charges and Taxes
Certain destinations and suppliers may charge local fees such as resort fees, city taxes, tourism levies, environmental or green taxes, port charges, service charges or security deposits. Unless expressly included in your booking confirmation, these charges are payable by you and may change after booking.
Transfers in Luxury and Island Destinations
Transfers may use speedboats, seaplanes, domestic flights, coaches, private vehicles or shared transport depending on destination, supplier operations and conditions. A change in transfer method may be treated as a minor change where the destination, duration and overall value of the package are not materially reduced.
Luxury Resorts and Island Accommodation
In destinations such as the Maldives, Dubai, Mauritius, Seychelles, Bali, Thailand and similar resort locations, room names, views, villa descriptions, resort areas and exact locations may differ between suppliers. Accommodation of the same or higher official standard, value, board basis and category tier will generally be considered equivalent.
Cruise Substitutions
Where operationally necessary, cruise operators may change vessels, cabins, routes, ports, schedules, deck allocations or embarkation and disembarkation arrangements. An alternative of the same or higher official classification or overall standard will generally be treated as a minor change where the core services remain materially equivalent.
22. Miscellaneous