Your financial protection
When you buy an ATOL protected air holiday package and flights from us you will receive a Confirmation Invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 4029. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. £2.50 per person of the total cost of this air holiday package as indicated on your invoice is paid to the Civil Aviation Authority to provide ATOL Protection to you. This amount is subject to change at any time as advised to Hidden Travel Group Limited by the CAA. This means the money paid for these arrangements is fully protected. For more information visit www.atol.org.uk
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Hidden Travel Group (5206), and in the event of their insolvency, protection is provided for the following:
- Non-flight packages
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Hidden Travel Group.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
1. Your booking
When you make a booking, you guarantee that you have the authority to accept and do accept the terms of these booking conditions. Your contract with Solos Holidays is made once the following steps have been fulfilled:
a) You have paid the required deposit.
b) Solos Holidays confirmation invoice has been sent to you. Your contract with Hidden Travel Group Limited commences on the date of issue of your confirmation invoice. You must check your invoice carefully and raise any queries with Solos Holidays immediately upon receipt. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts.
2. Your payment
For all events and holidays, full payment must be made to Solos Holidays at least 84 days prior to departure except for ocean cruises which will be 100 days prior to departure. If you book less than 70 days prior to departure you must pay the full price when you book. Payment may be made by card, cheque or bank transfer. For your security we will raise a payment link for card transactions so that you can enter your card details in to our payment portal to ensure data protection. Cheques must be made payable to Hidden Travel Group Ltd t/a Solos Holidays. Bank transfers can be carried out using the following details – Account Name: Hidden Travel Group Ltd T/A Solos Holidays, Account Number: 7551 3332, Sort Code: 40-11-18. Alternatively you can request a payment link from us to complete the BACS transfer directly through your personal electronic device. Please note, failure to pay on time may result in cancellation.
3. If you alter your confirmed booking
If you wish to alter or transfer your booking to another date or holiday, after we have sent you the confirmation invoice, we will do our best to arrange this, but we regret that it may not always be possible. You must e-mail or write to us with details of the alteration requested at least 84 days before departure. If a transfer is possible, there will be an administration charge of £20 for UK holidays and events and £35 for all flight inclusive holidays. Should you wish to transfer from a cruise to another holiday, this will incur a full loss of deposit. You will also be required to pay any additional costs or price differences arising. Changes made 83 days or less before departure will incur cancellation charges, see section 6.
Certain travel arrangements (e.g. flights) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. If we need to change any flights on your behalf you could be subject to fare increases and airline administration fees. See also Section 20.
4. Sightseeing and excursions
These include, but are not restricted to, any sightseeing trips, events or other tours either attended in resort or land-based ‘shore’ excursions for which additional payment is required. Sightseeing and Excursions can either be booked in resort or on board (“More to explore” or “Optional excursions” items) or pre-booked and paid for when you book your Package with us (“What’s included” items). All sightseeing and excursions are supplied by third party suppliers and are subject to the relevant sections of these conditions. We accept, subject to these conditions, responsibility for pre-booked sightseeing and excursions. However, sightseeing and excursions booked in resort do not form part of your Package and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992. We do not have any responsibility or liability whatsoever for anything which may go wrong on a sightseeing and excursion booked in resort. We, our Tour Leaders, suppliers, employees or agents are acting, depending upon the actual sightseeing and excursion booking, either as agents for the relevant resort sightseeing and excursion supplier or as agent for you. In any event, the contract for any resort-booked sightseeing and excursion booking is between you and the sightseeing and excursion provider and such sightseeing and excursions are only available in accordance with the terms of the third party supplier. It is your responsibility to note carefully any conditions of contract contained in any resort-booked sightseeing and excursion, literature, ticket or receipt you are given. For resort-booked sightseeing and excursions, you may be subject to the laws and any relevant safety standards of the country in which you take your excursion and may be required to bring any disputes or claims before the Courts of that country also. Please note:- Optional excursions are not guaranteed and are based on minimum numbers. The prices quoted are guideline only and may involve other non-Solos holidaymakers.
5. Included in your holiday/event price
Details of what is included in your holiday/event can be found in the “Useful Information” paragraph on solosholidays.co.uk/important-information. The following items are examples of what is not included: holiday insurance, personal expenses, visa fees, overseas airport taxes, excess baggage charges, gratuities, sports equipment carriage, local charges for facilities and equipment, any new government compulsory charges, sightseeing and excursions booked in resort and some airline inflight meals.
6. Solos Adventure Tours
All holidays and events are based on a minimum number and Solos reserve the right to cancel a Tour if such numbers are not reached. You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost or a reduction depending on cost, or a full refund, but excluding any amendment charges paid. We will not cancel your booking for reason of low numbers within 4 weeks of departure.
Solos Adventure tours base its lead-in price on twin-share accommodation. Sole occupancy is available on request with an additional charge. Please note that if we are unable to pair you up with another twin share guest you will be offered the opportunity to pay the single supplement to have the room as sole occupancy or you can amend to a different holiday where we can fulfil your request for a twin share.
International flights are not included in any of the Solos Adventure tours. You will need to make your own flight arrangements based on the arrival and departure date of the tour. Please note that we recommend that flights are not confirmed with payment until the tour has been confirmed to operate. Solos cannot be responsible for any flight costs incurred that have been booked separately to the package, even in the instance of tour cancellation.
Airport transfers are not included to and from the airport and it is your responsibility to ensure you can get to and from the airport and hotel at the beginning and end of your trip.
A Solos Tour Leader will not escort Solos Adventure Tours. You will instead have a local guide who will host all included activities and excursions that form part of the tour.
7. If you cancel your booking
Should you wish to cancel your confirmed booking, notification by email or in writing must be received at our offices from the person who made the booking. Verbal notification is not sufficient. The following charges will apply from the date on which written notification is received by Solos Holidays to compensate Solos for estimated losses and expenses. For scheduled flights, regional flights and flights with no-frills airlines, 100% cancellation charges may apply regardless of the time at which you tell us.
If the reason for your cancellation is covered under the terms of your insurance policy and you follow the procedure laid down by the insurers, you may be able to reclaim the cancellation charges, subject to any policy excess.
The figures are expressed as percentages of the total price excluding insurance, administration charges, and ATOL levy which are forfeited in full.
UK Breaks & Events – £50 deposit
Overseas Short Haul Holidays – £200 deposit
Overseas Long Haul Holidays – £250 deposit
More than 84 days prior to departure – loss of deposit
36–83 days 35% of the total cost of the holiday
22–35 days 50% of the total cost of the holiday
11–21 days 80% of the total cost of the holiday
1-10 days 100% of the total cost of the holiday
All Cruises – £400 deposit or 20% of cruise value
More than 100 days prior to departure – loss of deposit
71–99 days 30% of the total cost of the holiday
50–70 days 50% of the total cost of the holiday
29–49 days 75% of the total cost of the holiday
28-1 days 100% of the total cost of the holiday
NB: Cancellation charges may be higher for upgraded cabins
NB: Some suppliers have conditions which require the payment of higher or different charges (including 100% cancellation charges well in advance of the normal balance due date) which you will have to pay in the event of cancellation. You will be advised at the time of booking if this is the case for your holiday. See also Section 20
8. If you have a special request
If you have a special request that does not form part of the arrangements described on the website, please check at time of booking and inform us in writing. We will pass on your request(s) to the relevant supplier but cannot guarantee that requests will be met and they do not form part of our contracted obligations. Special requests for in-flight meals etc. should be made at the time of booking. We will make every effort to comply with your requests but cannot guarantee that they will be provided and strongly recommend that you repeat your request to the airline or hotel at the appropriate time.
9. If you have a complaint
If you have cause for complaint whilst away, this must be brought to the attention of the Solos Holidays Tour Leader or local representative and the relevant supplier (e.g. hotelier, airline) immediately who will endeavour to put things right. Failure to report your complaint in this way may jeopardise any claim you subsequently make and possibly reduce or even extinguish any compensation or refund entitlement you may have had. Should the Tour Leader, local representative or relevant supplier be unable to resolve the problem in resort, you may be asked to complete a written report. Details of the complaint should in any event be notified to Solos Holidays in writing at our UK head office or by email at email@example.com within 28 days of the end of the break, quoting your booking number.
10. Solos prices
Prices published on the website supersede those printed in all previous editions of the Solos Holidays brochure and other promotional material, but may, themselves, become superseded. For current prices, (subject to availability), please see our website or contact reservations on 020 8951 2900. We reserve the right to alter the price of any of the holidays/ events shown on our website. You will be advised of the current price of the holiday/event that you wish to book before your contract is confirmed. Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. In this case we will absorb and you will not be charged for any increase equivalent to 2% of the price, which excludes any administration charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission (if applicable). If this means paying more than 10% of the price you will be entitled to cancel your holiday/event with a full refund of all monies paid, except for amendment charges. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the latest invoice. However there will be no change within 30 days of your departure. All prices quoted on the website are calculated and bought on rates of exchange in existence at the time of publication. See also Section 20.
11. If Solos alters your booking
Whilst everything will be done to provide the holidays/ events shown, Solos Holidays may occasionally have to change your holiday arrangements or part of them. Solos Holidays reserves the right to do so at any time. Most alterations are minor and should not affect the overall enjoyment of your break. In the case of minor alterations, we will do our best to notify you before departure. If we have to make significant alterations to your arrangements we will notify you as quickly as possible.
You may then:
a) accept the change and the contract will be varied to incorporate the change.
b) take an alternative break subject to availability. If the alternative is of a lower price than that originally confirmed, the difference will be refunded to you.
c) withdraw from the booking completely in which case Solos Holidays will make a full refund of all monies paid by you except for any administration charges paid. Where any compensation is due, this will be agreed on a reasonable basis and, where appropriate, the terms of International Conventions will apply. Compensation will not be payable if we have to make a significant change due to reasons of force majeure, see section 11. Significant changes include the following: change of UK departure airport other than between Heathrow, Gatwick, Stansted, Luton and London City. Change of time of departure or arrival by more than 12 hours; change of resort; change of excursion; change of accommodation to that of a lower category.
12. If Solos cancels your booking
Cancellation may be necessary in exceptional circumstances and Solos reserves the right at its absolute discretion to cancel your booking at any time. If this occurs, you will be offered an alternative booking of comparable standard (if available) together with a refund of any price difference or a full and prompt refund of all monies you have paid, except for any amendment charges. Other than for reasons of force majeure or where you fail to make payment in whole or in part, will your booking be cancelled within 4 weeks of departure. Force majeure means unusual and unforeseeable circumstances beyond Solos Holidays control or the control of our suppliers, the consequence of which neither Solos Holidays nor its suppliers could avoid even with all due care, including, but not limited to, war, threat of war, riot, civil strife, terrorist activity, (actual or threatened), industrial dispute, airspace closure, unavoidable technical problems with transport, machinery or equipment, power failure, changes imposed by our airspace closure rescheduling or cancellation of flights by an airline, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, epidemics or outbreaks of illness and level of water in rivers. Solos Holidays will not pay any compensation, nor be responsible for any costs or expenses incurred by you as a result, including any additional accommodation, flights, car hire, equipment hire or excursions booked by you. See also Section 20.
13. Minimum numbers
All holidays and events are based on a minimum number and Solos Holidays reserve the right to cancel a tour if such numbers are not reached (ocean cruises will operate with only one passenger not accompanied by a Solos Tour Leader and cancellation will be subject to the appropriate charges). You will then have the choice of booking an alternative break with us, changing your departure date at the appropriate additional cost or a reduction depending on cost, or a full refund, but excluding any amendment charges paid.
14. Solos’ responsibility to you
a) Our obligations, and those of our suppliers providing any service or facility on your holiday/ event, are to take reasonable skill and care to arrange for the provision of such services and facilities and, where we or our supplier are actually providing the service or facility, to provide them with reasonable skill and care. Compliance with any applicable regulatory requirements (for example, those of the Civil Aviation Authority) will be proper performance of our, and our suppliers’, obligations. Health and Safety standards applicable to the services provided by us under this contract should meet the local standards applicable to your holiday destination. However you should note these standards vary widely across our programme and may not match those standards applicable in the UK. You must show that reasonable skill and care has not been used if you wish to make any claim.
b) For claims which do not involve death or personal injury, we accept liability, subject to a) above and e) below, should any part of your holiday not be as described on the website by us before you leave the U.K. If we have liability, we will, subject to sections c) and f) and section 15 below, pay you reasonable compensation. However, the maximum we will pay you in any circumstances is twice the price of the holiday. This maximum will only be payable when every aspect of your holiday has gone wrong and you have not received any benefit. Any sums received by you from suppliers, will be deducted from any sum paid to you as compensation by us.
c) Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under EU law (Regulation 261/2004) (the “Denied Boarding Regulations”), then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier’s actions and which fall within the scope of the Denied Boarding Regulations. If, for any reason, you do not claim against the carrier and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the carrier in relation to the claim that gives rise to that compensation payment.
d) For claims which involve death or personal injury as a result of an activity forming part of your holiday/ event, we have liability subject to section a) above and e) below. If we accept liability, we will, subject to sections f) and g) and section 15 below, pay you reasonable compensation.
e) We accept liability in accordance with sections a), b) and d) above and subject to sections f) and g) and clause 14 below except where the cause of the failure in your holiday or any death or personal injury you may suffer is not due to any fault on our part or that of our agents or suppliers, and is either attributable to you, or attributable to someone unconnected with the Package and is unforeseeable or unavoidable, or due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which neither we, nor our agents or suppliers could have foreseen or forestalled.
f) You are obliged to assist us in recovering from any third party any sum which may compensate us for any sums we pay you. In particular, you are obliged to assign to us any rights that you may have against any other person whose acts or omissions have caused or contributed to our legal liability to pay you compensation. You must also provide us with all assistance we may reasonably require. Finally, you must follow the procedures for the notification of complaints set out in the clause above entitled ‘If You Have A Complaint’.
g) Should you become ill while on your holiday, you must, in addition to reporting your illness to your accommodation provider, consult a local doctor and also consult your GP upon your return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors. Our liability will also be limited in accordance with and/or in an identical manner to (a) the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and (b) any relevant international convention as set out in section 14 below. You can ask for copies of the transport companies’ contractual terms, or the international conventions by contacting us at our registered office. See also Section 20
15. International conventions
If any international convention applies to or governs any of the services or facilities arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International Conventions which may apply include: in respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the additional Montreal Protocol of 1975) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of the provision of accommodation, the Paris Convention 1962, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. You can get copies of the relevant conventions if you ask us. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these conventions or any other international conventions applicable to your travel arrangements.
Whereas it continues to be our basic principle to provide accommodation for single occupancy (without supplement) there are certain parts of the world, North America for example, where there is a significant difference in the price for single and double occupancy (they sell a room not a bed). Therefore in order to keep our holiday costs as low as possible, we do sometimes quote both single and sharing prices. However, where shared accommodation is the option chosen and it is not possible to match equal numbers then we reserve the right to charge a single supplement to the last person booked.
17. Website accuracy
Every effort is made to ensure that the details, description and prices on our website are correct, based on inspections, or information passed to Solos by its suppliers. However, changes do occur, sometimes at short notice and therefore we will advise you at the time of booking, or if after booking as soon as possible of any such changes to our published information. It is not always possible for Solos Holidays to control all elements of the holiday/events whereby advertised facilities can sometimes become unavailable at short notice due to inclement weather conditions, lack of demand, emergency repair works, etc.
Many of these holidays involve travelling, touring, local flights or cruises, sometimes long distances and across borders. Whilst we make every effort to adhere to the itinerary printed it should be understood that changes may be necessary once the holiday has commenced due to influences such as weather, political, or transportation conditions.
19. Changes made after travel
If, after your departure, a significant part of your Package cannot be provided, you will be offered a suitable alternative, if possible. If it is not possible to offer you a suitable alternative or, for good reasons, you do not accept the alternative arrangements, we will return you to the place of your UK international departure. If appropriate, we will also pay you compensation, unless your return has been due to circumstances beyond our control. The amount of compensation will be reasonable, taking account of all the circumstances. See also Section 20.
Government legislation requires all carriers (air, sea and rail) due to arrive in or depart the UK to submit detailed passenger information prior to travel. This means that Solos Holidays will need to collect passport information from all travellers prior to travel so that all air, sea and rail tickets can be issued. For further information about e-borders please visit www.ukba.homeoffice.gov.uk
If any part of these Booking Conditions is found to be invalid, or unenforceable, then the remainder of the conditions will not be affected, and remain valid and enforceable.
21. Solos Cruise bookings
Unless otherwise notified, Solos acts as agent on behalf of all cruise companies (referred to as “Principals”) featured. The terms and conditions of these Principals will apply and copy is available on request.
a) We acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst in destination.
We will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
(i) If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. If this happens you may have to cancel your booking, in which case our standard cancellation charges shall apply as of the date we receive notice of cancellation from the lead name. You may be able to claim these charges back from your travel insurance.
If this happens whilst you are in destination, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your booking, missed transport arrangements, additional accommodation required (either in the UK or in destination, prior to your departure), or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs.
(ii) You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so and, as such, you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with your booking, or that portion of your booking.
b) You also acknowledge that the suppliers providing your booking and associated travel services, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19 and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options, limited food/drink availability and amendments to the usual or normally expected safety standards and procedures. We do not expect these measures to have a significant impact on your enjoyment of your booking and all measures will be taken with the purpose of securing your safety and those around.