TERMS OF BUSINESS

GENERAL TERMS

“la Concordia”, “us” and “we” refer to la Concordia Personal Travel Planning LLP and all its employees.

“Third Party Providers” refer to suppliers we use to provide your travel arrangements, including but not limited to: airlines, hotels, tour operators and our preferred partners in the country (countries) you are travelling to.

1. HOW WE WORK

We believe that travel should be fun and stress free and with the right planning and advice it will be. Therefore, before we start work crafting your bespoke itinerary, we have an initial chat with you, either on the phone or face to face (our free consultation), and ask lots of questions to better understand you - your likes, dislikes, interests, how you prefer to holiday, where you’ve been before, where you’d love to go, your tastes in accommodation etc. These little snippets will help us in making the right recommendations for you.

Trip planning
Once we’ve got all our information, we’ll start planning your trip from the big picture inspiration to slotting all the small pieces together. We’ll figure out the best way of you getting to your desired location, the types of accommodation that might suit, how the trip should flow (how many nights where and in which order) and what you can see and do once there. We’ll then work with you to narrow down our recommendations. This then forms the basic elements of your trip and enables us to get prices.

The costings
Generally we price trips by each individual component (flights, hotels, car hire etc.). But sometimes, we may get a package price (flights and accommodation) from one of our partners here in the UK, if it works out better price wise. Or, particularly with more complex trips, we may work with our preferred partners on the ground in the country (countries) you are travelling to. These are masters of logistics and have some great rates as well. These preferred partners will often provide an all-in price for the ground arrangements (accommodation, transfers, car hire, internal flights, tours etc.) to which we’ll then add on things like International flights.

We select all Third Party Providers with due care and attention, only working with ones of the highest quality. However we cannot guarantee the services or products they provide to you. We have no liability to you for any dissatisfaction, loss of enjoyment, loss, injury or damage which results from the services or products they provide, unless we have negligently failed to select a normally competent Third Party Provider.

Getting it all confirmed
Once you are happy with everything, we will then start making all the travel arrangements on your behalf. All bookings will be in your name and direct with Third Party Providers (and so will be subject to their terms, conditions and regulations). For some payments you may wish to make a bank transfer directly. But generally, we make the payments on your behalf using your Credit, Debit or AMEX Card, after we have provided you with a price (all details held confidentially). It is assumed that all the details you provide us with are correct and that there are sufficient funds to cover the amounts due. We shall have no liability in respect of the use of the Cards, provided that we act with reasonable care and in accordance with the instructions issued by you.

Fine tuning
Once your arrangements are secured and your trip is confirmed, we can still tweak things to ensure the trip is perfect. Additions to an itinerary are generally easy, subject to availability. For any cancellations, which we require you to put in writing, we will try our very best, but remember these will be subject to the suppliers’ terms and conditions and so cancellations may not be possible or may incur a cost.

Nearly ready to hit the road
A few weeks before your trip, you will receive your Travel Documents and a detailed itinerary containing everything you need to know. But, we don’t forget about you once we’ve waved you off. We keep a close eye on things and are on hand throughout your trip if you need help or are unsure about something. Most problems can be sorted out straight away if you let us or your country contact or hotel know. Please do not wait until you’ve returned home to complain about something that might have been easily sorted in destination.

When you return
We are always very excited to hear about your trip. Your frank and open feedback helps us improve our service. It also helps us get to know you even better, so we’ll have just the right suggestions when you’re looking for inspiration on where to go next. You can email us or call us with your feedback, whatever suits you.

2. OUR FEE

It takes a lot of time and effort to create a unique travel experience from scratch for which we charge a trip planning fee of £70 per hour. For that you are getting a truly bespoke product with our expertise. We take all the legwork and hassle out of the process so that you can sit back and enjoy an amazing and seamless trip.

It is often difficult to determine how long planning a trip will take as it depends on a number of factors such as your requirements, hotel availability, complexity of the itinerary and changes you may decide to make along the way. We will keep you up to date on a regular basis of our time on the clock. We will not invoice you until close to your departure date. Once invoiced, we require full payment within 7 days of the date shown on the invoice.

3. TRAVEL INSURANCE

It is essential, and your responsibility, to ensure that you (and every member of your party) have comprehensive travel insurance suitable for your trip. We will not be responsible for any costs incurred by you or any member of your party before, during or after your trip which are as a consequence of inappropriate travel insurance. We assume that when you ask us to start planning your trip you have the necessary travel insurance in place.

4. TRAVEL DOCUMENTS AND PASSPORT

It is your responsibility to ensure that you (and every member of your party) have a valid passport and meet all necessary entry requirements for the country (or countries) you will be visiting. This may mean you need a visa or have at least 6 months still to run on your passport after your return date. These requirements vary by country and nationality of the traveller and can change from time to time. We will do our best to inform you of the general requirements but, ultimately, it is your responsibility to ensure that you and every member of your party have all the necessary travel documents to enter a country.

5. HEALTH REQUIREMENTS

It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Some countries require certificates for mandatory vaccinations. Health requirements and recommendations may change and you must check the up to date position before departure.

6. UNFORESEEABLE CHANGES TO YOUR TRIP

It is sometimes necessary (or recommended) for changes to be made to your itinerary after it has been confirmed with your deposit. This is most common when a Third Party Provider makes changes that are beyond our control, such as a flight cancellation or schedule change. In other instances, changes may be necessary due to extreme weather conditions or events in a region. We will always do our best to rework the itinerary in a way that minimises changes to the flow and pricing of your trip. However, if the itinerary changes require us to reprice your trip, you will be responsible for the difference in cost.

7. FLIGHT TIMINGS AND TRAVEL DELAYS

The flight timings given when any flights are booked on your behalf, and detailed in your travel itinerary, are for general guidance only and are subject to change. We will contact you as soon as possible if this occurs. It is your responsibility to arrive at the stated departure time and place and any loss or damage which you suffer through failure to do so lies with you, we have no liability whatsoever to you. If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by the airline, you must pursue the airline for the compensation due to you, we have no liability to make any payment to you in this regard.

8. LIABILITY

We are committed to acting in your best interests and will do our utmost to create and deliver the perfect trip for you. For the avoidance of doubt, although we provide recommendations when planning and arranging your trip, you are deemed to be responsible for, and shall use your own skill and judgment as to the quality, value and suitability of any such recommendations.

Save in respect of death or personal injury caused by la Concordia’s negligence or any of its employees, or as expressly provided for in these Terms and Conditions, we shall not be liable for any loss, cost, expense or damage of any nature whatsoever (whether direct or indirect) resulting from the travel arrangements we make on your behalf or your reliance upon any information and recommendations provided by us or the resulting supply of products and services provided to you by any Third Party Provider. Further, we have no liability to you in any event for any consequential loss which you may suffer in relation to any arrangements which you may have booked yourself.

la Concordia shall have no liability to you for any loss, damage, costs, expenses or other claims for compensation arising from requests or instructions supplied by you which are incomplete, incorrect or inaccurate or arising from their late arrival, or any other fault of you.

Subject to the provisions of this Section 8, la Concordia’s maximum liability to you for any breach of its obligations hereunder shall be limited to our fee in respect of the work we have provided, assuming the charge has as such time been paid by in full by you. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. You shall indemnify la Concordia against any loss or consequential loss.

9. FORCE MAJEURE

Except where we say differently elsewhere in these Terms and Conditions, we regret that we cannot pay any compensation, reimburse expenses or cover losses for any amount or otherwise, accept responsibility if Third Party Providers cannot supply your travel arrangements or you suffer any loss or damage of any description as a result of circumstances beyond our control or the control of the Third Party Providers. Such circumstances will usually include, but are not limited to, war (and threat of war), terrorist activity (actual or threatened), riot, civil unrest, industrial disputes, bad weather (actual or threatened and including ash clouds), technical or maintenance problems with transport, natural or nuclear disaster, fire, acts of God, closure of airports, changes of schedules or operational decisions of transport providers and significant building work ongoing outside of your accommodation, which is not known to us in advance of your departure date.

10. PRIVACY

Your privacy is important to us. We are required to collect personal information (such as passport details) in order to plan your trip and also hold your Credit Card details. We appreciate the sensitive nature of this information and will not share it with third parties (other than as required for booking flights, hotel or other reservations as a part of your trip) without your express written permission. We follow strict guidelines in the storage and disclosure of personal information to prevent unauthorised access to it, in line with the Data Protections Act.

11. FINANCIAL PROTECTION

If the Travel Arrangements we make for you fall under the definition of Flight-Plus*, they will be protected under our Air Travel Organiser’s Licensing (“ATOL”) number 10597. Once the Flight-Plus arrangements are made you will receive an ATOL Certificate which lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For further information visit the ATOL website at www.atol.org.uk.

*Flight-Plus is when a principal or agent makes available a flight (originating in the UK) at the request of a consumer and then the consumer also requests accommodation and/or car hire to be booked on the same day or within a day either side of each other.

12. APPLICABLE LAW AND JURISDICTION

These Terms and Conditions are governed and construed in accordance with the laws of England and Wales. All disputes or differences which shall at any time arise between the parties concerning this agreement or its construction or effect or the rights, duties or liabilities of the parties under it or any other matter in any way connected with or arising out of the subject matter of this agreement shall be referred to a single arbitrator to be agreed upon by the parties or in default of agreement to be nominated by the President for the time being of the Chartered Institute of Arbitrators in accordance with the Arbitration Act 1996.

13. COMPANY DETAILS AND CONTACT

la Concordia Personal Travel Planning LLP is registered in England & Wales (Registered Number: OC374977) with a Registered Address at 11 Wolseley Place, Withington Manchester, M20 3LR. If you have any queries or comments about these Terms and Conditions please email us at: lesleyann@la-concordia.co.uk