Holidays.ch Group


General Travel Terms and Conditions

These Booking Conditions, together with our privacy policy, where your holiday is booked via our website, our website terms and conditions of use and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with holidays.ch AG, Centralbahnstr. 9, CH-4051 Basel - Switzerland (“we”, “us”, “our”). We are part of the Holidays.ch Group and are officially licensed to promote and contract for the sale ofLufthansa Holidays.

Please read these Booking Conditions carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:




1. Booking and Paying For Your Arrangements

  • A booking is made with us when a) you tell us that you would like to accept our written or verbal quotation; b) you pay us a deposit (or full payment if you are booking within 30 days of departure) and c) we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion. Payment of all sums relating to the arrangements that you book with us must be made to holidays.ch AG. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you.
  • The level of deposit / payment required at the time of booking will ordinarily be as follows (if differing payment terms apply to any arrangements that you book with us, we will advise you during the booking process):
  • a) If you book within 28 days of departure, the full package price is payable immediately, at the time of booking;
  • b) If you book more than 28 and less than 120 days before departure, a deposit of 40% of the package price shall be payable immediately, at the time of booking. The remaining 60% of the package price will then be payable 28 days prior to departure.
  • c) If you book more than 120 days before departure, a deposit of €50 shall be payable immediately, at the time of booking. This deposit amount is not refundable. 30 days after the date of booking, the difference to the 40% deposit amount shall be payable. If the €50 exceeds the 40% of the total package price, no further deposit payment will be payable. The remaining up to 60% of the package price will then be payable 28 days prior to departure.


Lufthansa Holidays offers you the lowest prices and widest choice of holiday options online. If you book a flight + hotel package on www.lufthansaholidays.com and with 48 hours find the exact same holiday on sale and available to book at a lower price on another website based in the same country, we will refund you the difference subject to the following terms and conditions:

  • 1. Our Best Price Guarantee applies only to bookings purchased online and not by telephone.
  • 2. The Best Price Guarantee applies only to the total price of an identical holiday package (i.e. party size, dates, duration, flight times, flight numbers, hotel, room type, number of rooms and board basis including any handling charges, booking fees, credit card fees and such like) available for immediate booking as a package on a single website.
  • 3. The Best Price Guarantee request may only be submitted within 48 hours of you having received your booking confirmation.
  • 4. Only the lead passenger on the booking may make a claim.
  • 5. The holiday price you are asking us to price match must be available to the general public and may not include any money-off coupons, corporate discounts, promotional vouchers or offers or special discounts and must be available without needing to be a member or part of a loyalty scheme. It must include any handling charges, booking fees, credit card fees and such like.
  • 6. We will not price match separate elements of a holiday package. We will only match a lower overall total price. For example, we will not offer a Best Price Guarantee if you find a lower price for flight-only or hotel-only.
  • 7. The lower price must be in the same currency as the corresponding holiday package purchased on www.Lufthansaholidays.com
  • 8. You must provide a screenshot, date and time stamped and a URL as evidence of a lower price that is independently verifiable by our customer services team.
  • 9. Only 1 price match per customer will be considered.

If your claim satisfies to all of the above terms and conditions, simply e-mail serice.lhh@hlx.com from the lead passengers e-mail account. Remember to include your booking reference number and all the above details.

We will review your claim and e-mail you our reply within 7 working days. Refunds will be credited to the original card used to make your online purchase within 28 days.

We reserve the right to modify or discontinue the terms and conditions of the Best Price Guarantee or to restrict its availability to any person at any time for any reason whatsoever and without giving you prior notice or assuming any liability towards you.

The decision of Lufthansa Holidays on the validity of a claim is final.




2. Accuracy

We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed. Obvious mistakes (such as system errors, pricing errors, misprints and erroneous geographical mapping) are not binding and Lufthansa Holidays will not be required to honour any booking made where there has been an obvious mistake. In the event of an error or mistake being made, Lufthansa Holidays reserves the right to cancel any confirmed booking within a reasonable time and refund monies paid by you in relation to such booking (if applicable), without any liability to Lufthansa Holidays.




3. Insurance

Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all of your personal requirements including cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.




4. Pricing

The price of your travel arrangements has been calculated using exchange rates published by OANDA, on an ongoing basis. We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. The price of your confirmed holiday is subject at all times to variations in:

  • transportation costs, including the cost of fuel; or
  • dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or
  • the exchange rates used to calculate your arrangements.

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.

We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that. If this means that you have to pay an increase of more than 10% of the price of your confirmed travel arrangements (excluding any amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 30 days of your departure nor will refunds be paid during this period.




5. Jurisdiction and Applicable Law

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.




6. Cutting Your Holiday Short

If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them




7. Changes by You

If you wish to change any part of your booked arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £50 per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible using the contact details provided. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable. If you are prevented from travelling it may be possible to transfer your booking to another suitable person provided that written notice is given. An administration fee will be charged, details available upon request.

If any member of your party is prevented from travelling, that person may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 30 days before departure and you pay an amendment fee of £50 transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.




8. If you Cancel

If you or any member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use recorded delivery. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling:

If you or any member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use recorded delivery. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling: Period before departure within which notice of Cancellation by you is received Amount of cancellation charge

  • Hold the fare: For bookings more than 120 days prior to departure a cancellation up to 30 days after booking is possible: Loss of €50 fix deposit
  • More than 30 days prior to departure: Charge of Deposit (40% of the holiday cost), minimum €50 for hold the fare bookings
  • 29 to 15 days prior to departure: 70% of the holiday cost minimum €50 for hold the fare bookings
  • Less than 14 days prior to departure: 100% of the holiday cost

We will deduct the cancellation charge(s) from any monies you have already paid to us. Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.




9. If We Change or Cancel

As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes: If we make a minor change to your holiday, we will make reasonable efforts to inform you as soon as reasonably possible, if there is time before your departure, but we will have no liability to you. Examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines that we advertise may be subject to change. Occasionally we may have to make a major change to your confirmed arrangements. ”Examples of “major changes” include the following, when made before departure:

  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  • A change of outward departure time or overall length of your arrangements of twelve or more hours.
  • A change of UK departure airport, as long as that change is not from one London airport to another London airport. London airports are Heathrow, Gatwick, Stansted, Luton and London City.
  • A significant change to your itinerary, missing out one or more destination entirely.

Cancellation: We will not cancel your travel arrangements less than 30 days before your departure date, except for reasons of Force Majeure (please see clause 10) or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached. If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:

  • (for major changes) accepting the changed arrangements;
  • having a refund of all monies paid; or
  • accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).

You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements. Insurance If we cancel or make a major change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.

Compensation

If we cancel or make a major change less than 30 days before departure, we will pay compensation as detailed below. The compensation that we offer does not exclude you from claiming more if you are entitled to do so. Period before departure within which notice of Cancellation or major change is notified to you Compensation payable per person booking

  • More than 30 days prior to departure: Nil
  • 29 to 15 days prior to departure: £20
  • Less than 14 days prior to departure: £30
  • On the day of departure: £40

IMPORTANT NOTE: We will not pay you compensation in the following circumstances: where we make a minor change; where we make a major change or cancel your arrangements more than 30 days before departure; where we have to cancel your arrangements as a result of your failure to make full payment on time; where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; where we are forced to cancel or change your arrangements due to Force Majeure (please see clause 10).

Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you. If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.




10. Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.




11. Special Requests

Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met.




12. Disabilities and Medical Problems

We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.




13. Complaints

We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us using the contact details that are provided in your travel documents. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at service.lhh@hlx.com within 28 days of the end of your stay, giving your booking reference and all other relevant information. You can send your formal written notice by regular post alternatively should you not have access to email. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract. Please note that we do not offer an Alternative Dispute Resolution service. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.




14. Your behaviour

All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.




15. Our Responsibilities

  • 1. We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
  • 2. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
  • Less than 14 days prior to departure: £30
  • the act(s) and/or omission(s) of the person(s) affected;
  • the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
  • unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
  • an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
  • 3. We limit the amount of compensation we may have to pay you if we are found liable under this clause:
  • a) loss of and/or damage to any luggage or personal possessions and money: The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
  • (b) Claims not falling under (a) above and which don’t involve injury, illness or death: The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
  • (c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel
  • i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.
  • ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
  • iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
  • (4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
  • 5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
  • 6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.
  • 7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.




16. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.




17. Financial Security

We are licensed and bonded in Ireland by the Commission for Aviation Regulation (Licence Number: TA 0783). Confirmation can be found at http://www.aviationreg.ie/travel-trade-the-commissions-role/licence-holders.154.html

The purpose of the bonding requirements is so that payments made by you for your package will be refunded and / or you will be repatriated in the unlikely event of our insolvency. In the unlikely event of this arising you should direct you should contact the Commission for Aviation Regulation www.aviationreg.ie .




18. Passport, Visa and Immigration Requirements and Health Formalities

It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports. Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check www.usembassy.org.uk For European holidays you should obtain a completed and issued form EHIC prior to departure. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware. Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.




19. Conditions of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.




20. Delays, Missed Transport Arrangements and Other Travel Information

If you or any member of your party miss your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us using the contact details provided and the airline or other transport supplier concerned immediately. The Package Travel (etc.) Regulations 1992 provide that in the event that you experience difficulty on the occurrence of circumstances described in clauses 15 (2) (a) (b) (c) or (d) of these booking conditions, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time). The carrier(s), flight timings and types of aircraft shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you either in written or by phone as soon as we can to let you know. We shall disclose the identity of the operating air carrier(s) at the time of booking, as required by EU Regulation 2111/05. Should there be a change in the operating air carrier after your booking, we will inform you as soon as this comes to light. Please note the existence of a “Community list” detailing air carriers subject to an operating ban within the EU Community can be found at http://ec.europa.eu/transport/modes/air/safety/air-ban/search_en. Our website and advertising material is our responsibility, as your tour operator. They are not issued on behalf of and do not commit the airlines mentioned therein or any airline whose services are used in the course of your travel arrangements.




21. Advance Passenger Information

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our privacy policy.




22. Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (please see clause 10).




23. Severance

If a court of competent jurisdiction finds part of this contract illegal, the remainder will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect


01.07.2018





General Terms and Conditions of Business of HLX Touristik GmbH

Lufthansa Holidays is a Brand of HLX Touristik GmbH




1. Contractual Relations, Liability

HLX Touristik GmbH, Augustaplatz 8, 76530 Baden-Baden, hereinafter "HLX", is a travel agent. By means of HLX’s agency services, a contract concerning selected travel services shall be brought about between the tour operator or travel services provider named in the Lufthansa Holidays booking documents on the one hand, and the HLX customer on the other. As a travel agent only, HLX itself shall not be required to render the travel services confirmed, nor therefore shall it be liable in the event that the travel services arranged are not performed or are performed defectively.





2. Payment

a. Insofar as HLX bills and collects payment for booked or cancelled travel services, this shall be done on behalf of the respective tour operator or services provider. In addition to asserting claims out of court, its commission in this respect shall also include asserting claims in court if necessary.

b. If a package tour is booked and travel is to begin within 30 days, the tour price shall be due and payable in full immediately upon receipt of the confirmation of the booking, the travel documents and the guarantee certificate. If a booked package tour begins later than 30 days after the booking, 40% of the tour price shall be due and payable in full immediately upon receipt of the confirmation of the booking and the guarantee certificate; the residual 60% of the tour price shall fall due 30 days before the commencement of travel.

c. If a hire car or other additional services, e.g. travel insurance, are not included in a package tour, the amount invoiced for these travel services shall be due and payable in full immediately upon receipt of the confirmation of the booking.

d. In the event of any failure to make due payments or to make due payments in full, the respective travel services provider shall be entitled to rescind the contract and claim reimbursement of the booking and cancellation costs in accordance with the respective General Terms and Conditions of Business.

e. Credit card payments are free of charge.

f. If payment by direct debit from a bank account or by debiting of a credit card is offered in the course of a booking, disclosure of the bank account or credit card details shall constitute consent to collection of the agreed payment amounts. Third-party bank accounts or third-party credit cards shall be accepted only with the respective bank account or card holder's prior written or, in exceptional cases, verbal consent or consent given over the telephone.

g. If, owing to the fault of the bank account or payment card holder, the payment collection agreed at the time of booking results in a charge-back, the additional cost associated therewith shall be passed on. This shall include in particular the fees charged by the bank or credit card company, plus a further EUR 10 per charge-back for covering the respective additional cost incurred upon Lufthansa Holidays as a result. Moreover, a handling fee shall also be charged in the event that payment by bank transfer has been agreed, but due payments are not made and debt collection measures become necessary.






3. Cancellation and Other Changes after a Booking

A. Cancellation

Cancellation may be effected by submitting an express declaration or as a result of conclusive conduct (e.g. non-performance of the payment agreements). The sum of the cancellation fee shall depend upon the travel service booked, the time of receipt of the declaration of cancellation and the General Terms and Conditions of Business of the respective travel services provider. For the sake of documenting receipt of the cancellation request, we strongly recommend that cancellation be declared in writing by email to service.lhh@hlx.com. Lufthansa Holidays, as your point of contact, will be happy to answer any queries that you may have.

Cancellation fees for package tours:

The General Terms and Conditions of Travel of the respective tour operator shall apply. Lufthansa Holidays, as your point of contact, will be happy to answer any queries that you may have.


Cancellation fees for hire cars and other individual / additional services: 

The General Terms and Conditions of Business of the respective travel services provider shall apply. In addition to the cancellation fees of the respective travel services provider, Lufthansa Holidays shall charge a processing fee of EUR 30 per travel service concerned and per tour participant concerned to compensate its own additional costs thus incurred.

The premium for any travel insurance taken out, as well as any payment transaction fee already collected, shall be excluded from the post-cancellation refund.


B. Other Changes after a Booking

Unless the tour operator or travel services provider objects to a booking being transferred to substitute tour participants, or objects to any other requested changes after a booking has been completed, Lufthansa Holidays shall arrange for implementation of the change request and charge a processing fee of EUR 30 per travel service concerned and per tour participant concerned to compensate its own additional costs thus incurred.





4. Important General Information on Air Travel

a. The personal details contained in your flight documents and in the confirmation of your booking must correspond to the details in your ID card. A claim to transportation shall exist only for the flights confirmed. Normally, a flight booking can be transferred to other flights only by cancelling the tour booked and then booking the substitute flight required. In this respect, cancellation fees for the original flight and the payment amount for the substitute flight will be incurred.

b. Check-in times vary; for precise times, please ring the service telephone number or visit the website of the airline operating the flight. Usually, check-in begins approx. 120 minutes before departure, and air passengers should arrive at the check-in desk no later than 90 minutes before departure. However, check-in sometimes begins considerably earlier, particularly in the case of flight destinations outside of Europe, and it is not unusual for the desk to close as early as 120 minutes before departure. Please note: 

c. Appearing late for a flight shall be deemed to be "no show". Non-appearance normally triggers the cancellation of bookings for connecting and follow-on flights. The same shall apply in the event of any failure to meet a request by airlines to confirm the return flight. Normally, airlines also retain the airfare if flight bookings are not used. 

d. The terms and conditions of luggage transportation vary depending upon the airline, route and airfare. For further details relating to permissible travel luggage, hand luggage, special luggage and excess luggage, the obligation to register and for other things worth knowing about luggage transportation, please visit the website of the operating carrier or ring the service hotline. Generally, the following shall apply: Medicine, keys, important documents and valuables belong in hand luggage. Breaches of this rule could, in the event of a claim, lead to exclusion of liability on the part of the airline and the tour operator.

e. Any damage to or loss of luggage must be reported to the handling agent of the operating carrier at the destination airport directly, by filing a Property Irregularity Report. In the event of damage to or loss of luggage, the person entitled to a claim shall lose this entitlement if he/she does not report the damage or loss to the carrier in writing without undue delay after discovery of the damage or loss, in the case of international travel however in no event later than seven days after receipt of the luggage. The same shall apply to late delivery of luggage, provided that such notification is made without undue delay, but in any event no later than 21 days after delivery of the luggage. Such notification must be in writing and must be sent off within the aforementioned periods.

f. The age limits, or the age when a person is classified as a small child or as a child, vary from airline to airline. Please therefore ask the airline directly or Lufthansa Holidays about the regulations applicable to you. Usually, the following applies: Small children are not permitted to travel until they are 6 weeks old, and they must then travel on their legal guardian's lap. They are not entitled to a seat of their own or to a luggage allowance, unless a separate, non-reduced booking has been made for them. From the age of 2, children occupy a seat of their own. Children under the age of 14 are transported only if accompanied by an adult responsible for them. Furthermore, children and adolescents under the age of 18 are transported only if a declaration of consent from their legal guardians has been received. In Spain and France, children and adolescents under the age of 18 must present a signed authorisation form from their legal guardians in order to leave their home country. It is a matter for the air passenger himself/herself to carry the necessary documents with him/her. The terms and conditions for pregnant women vary from airline to airline. Please therefore ask the respective transporting airline directly. Usually, pregnant women are not permitted to fly after the 28th week of pregnancy.

g. At the time a booking is made, Lufthansa Holidays shall communicate the identity of the operating airline(s) in accordance with EU Regulation No. 2111/05. If there is a change of operating airline after a booking has been made, the tour participant affected by this shall be informed immediately after such change becomes known. A list of airlines banned from operating in the EU can be founded at http://air-ban.europa.eu.

h. All flights are non-smoker flights.




5. Vaccination and Entry Requirements

As a matter of principle, the tour participant himself/herself shall be responsible for compliance with all travel formalities, including the procurement of essential entry documents. In the case of a booking over the telephone, our employees shall inform you of vaccination and entry requirements.




6. Data Usage and Data Protection

HLX shall collect and use your data only in accordance with the provisions of data protection law relating to the advertising, sale and implementation of tours and services associated therewith and only within the scope of the statutory provisions. Any collection and/or use of data for advertising and/or market research purposes shall take place only with our customers' express prior consent. Such use may be objected to at any time. Further details relating to data protection can be found in our <Data Privacy Statement>




7. Travel Insurance

It is strongly advised that any travel cancellation insurance and travel health insurance offered be taken out, in particular for covering return transportation costs in the event of accident or illness.




8. Applicable Law, Place of Jurisdiction for Legal Disputes against HLX

German law shall apply. Baden-Baden is the place of jurisdiction for legal disputes against HLX.




9. Final Provisions

If any of the above provisions are or become ineffective, the remaining terms and conditions shall nevertheless remain valid. The effectiveness of the agency contract as such shall remain unaffected.



As of: 28/06/2016






You can find the general conditions of carriage here