Terms and Conditions
We act as agents for licensed tour operators. As travel and disclosed retail agents we act only as Agents for the Principals actually providing the relevant services and with whom your contract will be made. We shall not be liable for any act or default on the part of such a Principal or its agents or servants. All holidays shown are subject to availability. When booking the lead passenger must be 18 years old at the time of departure.
In accordance with the US Department of Homeland Security, all customers travelling to America must apply for a VISA waiver in advance. This can be done here
1.1 When you make a booking you guarantee that you have the authority to accept, and do accept on behalf of your party, the terms of these booking conditions. A contract will exist as soon as the booking is confirmed on our computer system. This contract is made on the terms of these booking conditions, which are governed by English law, and the jurisdiction of the English Courts.
1.2 Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
1.3 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).
1.4 tenerife.co.uk acts at all times as a booking agent or disclosed retail agent on behalf of the supplier(s) involved with your holiday booking. As a booking agent or disclosed retail agent, the company's role is to ensure that all travel components/services booked correspond with what has been agreed with you at the time of booking. In the case of those components/services deviating from what has been agreed due to the supplier(s') inability to honour the contract, then tenerife.co.uk will open a communication dialogue between the relevant supplier(s) and the customer and will not be liable for any compensation claims. In this context, tenerife.co.uk cannot be held responsible for any changes imposed by the suppliers nor can be considered liable for any omissions/mistakes, unless the latter occur due to our negligence. Ultimately, the customer will enter into a trading relationship with tenerife.co.uk, which will be restricted solely to the above mentioned role of the company as a booking agent or disclosed retail agent, as well as with the various suppliers involved who will have the responsibility to provide in full the services/products advertised at the time of booking.
1.5 Customers who agree to cancel any part of their booking should note that their contract with tenerife.co.uk and the supplier concerned will be terminated immediately. Immediate termination of the contract also applies where customers accept a refund, or part refund, at the time of cancellation.
2.1 If you book several weeks before your arrival date, you may have the choice when booking your holiday, of paying a deposit based on the airline, hotel and transfer supplier chosen, to secure the booking. Unless you advise us that you wish to cancel your booking before the balance due date, we will automatically take payment from your credit card of the balance due. By agreeing to these booking conditions, you consent to this procedure. We reserve the right to levy a percentage of the transaction value where payments are made by credit card. If you choose to pay by deposit, you will only need to pay the standard deposit amount for the ATOL supplier (charter flight). This ranges from £50 to £130 per person and is included in the deposit amount quoted by the site. Bookings with transfers, low cost and scheduled suppliers need to be paid in full at the time of booking and will be non-refundable. If you do not pay your outstanding balance within 7 days after the due date, we reserve the right to cancel your booking at loss of deposit.
3.1. It is incumbent upon you to ensure that you meet the passport, visa and health requirements of the countries you wish to visit and those that you transit (even if it is for a plane change). All rates on tenerife.co.uk are for UK passport holders only.
The name in your passport must match the name on your flight ticket/voucher otherwise you may not be permitted to travel and your insurance could be invalid. If you're a British citizen you need a full, ten-year British passport and it must be valid for six months from the date of your return to the UK. All passengers, including babies and children require their own passport. If someone in your group changes their name after you've booked, tell us and we'll arrange for the flight ticket/voucher to be reissued. If you've already received the flight ticket/voucher, return it and we'll send one in the correct name. There may be a fee for this change. If your passport has an Israeli stamp, you may be refused entry to some countries. Certain countries impose restrictions for a lone parent travelling with one child and additional information should be sought. For further information visit the Passport Service website at www.ips.gov.uk. If you don't have a UK passport you should always check with your own Embassy, High Commission or Consulate before you book.
The best place for up-to-date information on visa and travel advice is the Foreign Office. Visit www.fco.gov.uk/travel or call 0845 850 2829. There may be specific entry requirements for under-18s, depending on your destination. For example, if a young person is travelling without both parents, there may be extra costs and they may need extra legal documents such as an affidavit from a notary public. Always check with the Embassy or Consulate of the country you're travelling to before you book. If you're travelling to Turkey you'll need to buy a Tourist visa when you arrive. You can expect to pay around £10 in cash for this.
Any passenger booking a flight (with or without a hotel) is required by Law to provide their full passport number, nationality, start date and expiry date. These details can all be provided in the members' area of the site. Failure to provide this information may result in you being charged at the airport by the relevant airline. tenerife.co.uk will not be held responsible should you fail to provide us with the passport information prior to your holiday. Having provided this information to you it is very important that you ensure you carry the right documentation with you such as your passport (or equivalent ID card) and any visas required. tenerife.co.uk cannot accept any responsibility should you be denied boarding or be deported due to non-fulfilment of the above.
3.2. At the time of booking it is the customer's responsibility to advise us of any special mobility requirements for flights, transfers or hotels. Please note, however, these cannot be guaranteed as they are at the discretion of the individual supplier.
4.1 We recommend that all passengers are adequately insured before travelling abroad. The latter is usually a prerequisite for most tour operators, who reserve the right to deny travel when proof of insurance cannot be provided. Many Principals require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.
5.1 Prior to travelling, customers must print out and ensure that they travel with the correct documentation required for each element of their holiday, ie accommodation voucher, flight voucher, transfer voucher and/or parking voucher. The booking confirmation email is not sufficient and Vouchers contain important information therefore customers must take these with them on holiday.
6.1 Flight times and prices shown are provisional and may be subject to change, as per the tour operators' booking conditions. If after making your booking we are advised that an aircraft will stop en route we will advise you as soon as reasonably possible. Due to runway restrictions at some overseas airports it may be necessary for planes to take off and then make a short stop en route to refuel. This extra stop will be reflected in the total flight time as shown on your ticket, however, the Tour Operator states that such a change will not constitute a significant change. Any changes in flight prices from the time of search will be indicated on the booking page before you make payment. For flight bookings, please reconfirm your flight times 48 hours prior to departure as per the tour operator's/airline's instructions. This applies to both your outbound and inbound journey, as changes to flight times may occur while you are abroad. Tickets are generally issued by the tour operator between ten and fourteen days prior to departure, however they still reserve the right to issue documents at the airport. Please contact us one week prior to your departure if you have not received any travel documents. You are subject to the airline supplier's terms and conditions upon booking. For further details about luggage, please see the following page
6.2 In the event of cancellation of your flight by the airline or if you choose to cancel, any ancillary surcharges, to include but not limited to, Flight Admin Charges, ATOL Protection : Flight Plus and Credit Card Charges (as detailed on your receipt) are non-refundable.
6.3 If an airline who is an ATOL holder ceases trading and you have to make a claim for the flight cost or flight inclusive holiday, a £25 per person Administration fee will be charged by the ATT (Air Travel Trust) and deducted from the value of your claim.
6.4 Flight times are determined many months in advance, and are subject to change as per the airline's booking conditions. If the airline informs you directly of a flight time change, you must notify us immediately in case an amendment to your booking is required.
7.1. We, Hays Travel Ltd trading as tenerife.co.uk, will act as a disclosed retail agent in the booking of your accommodation. These terms of business set out the basis on which we arrange your accommodation, acting as a disclosed retail agent. Your contract will be with the accommodation provider/owner (referred to from now on as the Principal) and their booking conditions will apply. We advise you to obtain and read these. Please ask us for a copy if you do not have one. As a disclosed retail agent, we accept no responsibility for the provision of the accommodation by the Principal with whom you have a contract. All accommodation that we provide, or that is sold through us is not an offer by us to sell any accommodation, but an invitation to you to make an offer to the Principals of the accommodation. We are free to accept that offer on behalf of those Principals or to reject it. We reserve the right to alter any of the advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed.
When you have chosen your accommodation and you make a request to us to book it, you must pay the full cost of the booking or a deposit if offered at the time of booking. Your booking is confirmed and a contract between you and the Principal will exist when you have seen the confirmation booking screen and received a confirmation email confirming the booking. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as a disclosed retail agent, we have no responsibility for any errors in any documentation except where an error is made by us. If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Principal who may cancel your booking and charge the cancellation fees set out in the booking conditions. Payments by credit card will attract a 2% surcharge and are non-refundable if you cancel your booking or it is cancelled by the Principal.
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party these terms of business. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.
7.2. Any cancellation or amendment request must be sent to us in writing, by email, and will take effect on the day we receive this during the hours of 9am to 5.30pm. The Principal may charge the cancellation or amendment charge shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements) and in addition you must pay us the cancellation or amendment charge as stated in section 12.
7.3. With regard to changes and cancellations made by the Principal, we will inform you as soon as reasonably possible. If the Principal offers alternative accommodation or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the Principal will assume that you have accepted the change. In the extraordinary event of non-availability, due to overbooking or any other unforeseen circumstance of your booked hotel, a substitute hotel of the same rating will be offered by the Principal.
7.4. Your contract is with the Principal and its booking conditions apply. As disclosed retail agent, we accept no responsibility for the provision of the accommodation by the Principal. Our responsibilities are limited to making the booking in line with your instructions. We also don't accept responsibility for any information about the accommodation that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
7.5. The booking information that you provide to us will be passed on only to the relevant Principal or other persons necessary for the provision of your accommodation. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information on as above, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.
7.6. Many of the Principals that we act for offer protection for your monies. This means that, if in the unlikely event of their insolvency your accommodation can't be provided, you will receive your money back or, if your stay has started, arrangements will be made for you to be able to continue as planned. If the Principal that you have chosen doesn't offer such protection we may be able to offer suitable insurance cover under the ABTA Protection Plan. Please ask for full details.
7.7. These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Ireland law, as applicable.)
7.8. If you have to collect keys for your booked accommodation from a different address location, customers will be responsible for all additional transfer costs incurred.
7.9. Customers who select the advance rate hotel option from their accommodation search will be charged in full at the time of booking and these are non-refundable in the event of cancellation or non-arrival.
7.10 The hotel ratings shown on our website are our own 'sun' ratings and not the official rating of the accommodation. The ratings are determined by us and are our opinions based on customer feedback, knowledge and experience in the industry and are a guide to give you an overall view of the accommodation we sell. Star ratings and standards can differ from country to country and a 4 'sun' accommodation in one country may not be the same standard of a 4 'sun' in another. Ratings at the lower end of the scale usually cover properties with simple accommodation and limited facilities. tenerife.co.uk cannot be held responsible for any misconceptions relating to official or our own 'sun' ratings.
8.1. The standard international practice regarding check-in and check-out times is to let rooms from midday to midday. However times frequently vary depending on establishment. Check-in times are usually between 2pm and 3pm, check-out times between 11am and 12 noon on the day of departure. Therefore, if you check in to the accommodation immediately after a night time flight, this would normally count as one night's accommodation, and hence the hotel must be booked from the day before. Similarly if your return flight is at night you will normally be required to vacate your room at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management. Depending on the flight arrival and departure times that you have selected, you may miss a meal if you've booked All Inclusive, Half Board or Full Board.
8.2. No room specifics such as a balcony or terrace, number of bedrooms (within suites/apartments etc), view type (eg sea/land) can be guaranteed unless otherwise specifically stated in the room type description. As it is not possible to show photographs of every room or room type, the pictures give a general impression of the accommodation as not all rooms are identical. The room allocated may be slightly different from the images shown. Customers booking standard or promo rooms may be allocated entry level accommodation. Promo rooms and other discounted room rates can be rooms allocated upon your arrival at the accommodation. These rooms may often be smaller than the standard rooms within the accommodation with reduced in-room facilities. We are unable to guarantee the size, facilities or location within the accommodation of these room types.
8.3. Rooms sleeping up to 4 people: some hotels have rooms that sleep up to 4 people. Room layout may consist of up to 4 separate beds or a combination of double, twin, camp bed, sofa beds or rollaway beds. In some hotels, 3rd and 4th beds may only be suitable for a child. Rooms for up to 4 persons may not be any larger than twin or double rooms so space is likely to be limited.
8.4. If incoming flights are delayed, resulting in a later than expected hotel check-in, please advise either the hotel or the accommodation supplier using the numbers shown on the accommodation voucher as the accommodation may otherwise be released.
8.5. Please note that no refund can be claimed if guests stay at the accommodation for a shorter period than that for which they have booked.
8.6. You may find that if you're travelling outside of peak holiday periods, ie low season, some facilities both in your hotel and resort may not be available and any entertainment provided may be more low-key. Hoteliers may also remove facilities at certain times due to low demand and/or low occupancy levels, without notification.
8.7. Payment for incidental extras (e.g. mini bars, telephone charges, etc.) must be made directly to hotel before you check out. Any local and/or city taxes due must be paid to the hotel directly and are not included in the booking.
8.8. Please note that Egyptian and Tunisian passport holders must be legally married in order to share a double room in a hotel in Egypt or Tunisia respectively. It is illegal to book a room for a foreign national and an Egyptian or Tunisian unless they are married. Please check with the relevant Consulate for more information. Therefore the hotels will not accept such reservations on check-in. If there is availability, 2 single rooms will be provided at additional cost to the clients. This law does not apply to holders of non-Egyptian passports.
9.1 In some instances, specific special requests should be communicated with us prior to booking, if those request/needs will have a bearing on the customer's decision to actually stay in a specific hotel. If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the Principal, but we can't guarantee that they will be met and we will have no liability to you if they are not.
10.1 At the time of booking it is the customer's responsibility to advise us of any special requests such as child car seat or mobility requirements for transfers. Please note however, these cannot be guaranteed.
Child Seats - The EU directive 2003/20/EC states that children must use an appropriate child seat until they reach the age of 12 years or until they reach a height of 135 cm. However for licensed taxis there is an exemption. If no child seat is available, children of 3 years of age or over may travel as long as they wear an adult seat belt. Children under 3 years of age may be transported without a seat belt or safety harness as long as they travel in the rear of the vehicle.
Any passengers travelling with a wheelchair must advise us at the time of booking, this is to ensure that the correct vehicle is available to meet your specific requirements. We will need to be informed if wheelchairs are folding, manual or include a battery and/or motor. This policy also applies to scooters.
10.2 If you are carrying any excess luggage such as more than 1 bag per person, surf boards, golf clubs, bicycles, but not limited to, or other oversized items, you will need to inform us when booking to ensure our suppliers can provide the correct vehicle. Should you fail to notify us, you will be liable for any additional costs incurred.
10.3 Our suppliers reserve the right to terminate the transfer if you or your party's behaviour or conduct is disruptive towards the driver or other passengers. Neither us or the suppliers will accept any liability for any extra costs incurred. Passengers are forbidden to consume alcoholic drinks on any transfer. Any costs incurred by you or your party due to damages on a transfer must be paid by your or your party at your destination and us or the supplier will not be liable for these costs.
10.4 As we are acting only as a booking agent we have no liability for any of the transfer arrangements, and in particular no liability for any illness, personal injury, death or loss of any kind, unless caused by our negligence. Any claim for damages for injury, illness or death arising from your use of the transfer services, must be brought against the operator of the transfer services and will be under the jurisdiction of the law of the country in which the transfer is being provided.
10.5 If your outbound flight is delayed you must contact tenerife.co.uk on 0044 (1252) 813350 or the UK emergency number if identified on your transfer voucher, who will make all reasonable endeavours to accommodate your request for a later airport pick-up.
10.6 Please note on some occasions it may not be possible to operate a door to door service due to local restrictions such as pedestrian areas, road closures etc. Where these restrictions apply, drivers will drop and collect you from the nearest accessible point in which case you may be required to carry your luggage to the property from this point.
11.1 Please be aware that the booking conditions of the Principal will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Principals will also often require you to pay for any damage you cause to the accommodation. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the Principal or any third party as a result.
12.1. Bookings made with low cost carriers are subject to 100% cancellation charges from the moment they are booked. Other amendments or changes to your booking must be received in writing from the lead named passenger. Charges may be levied by the tour operator or by your chosen suppliers, for which you will be advised at the time of the amendment. All administrative charge quotes are subject to change by either tenerife.co.uk or our suppliers without notice on a daily basis. Charges detailed below, will apply from the moment you place a booking through us. Please note that any incorrect information on the documentation received from us, must be brought to the attention of the Administration Department of tenerife.co.uk, within seven days of the date of issue of the received documents. We will not accept responsibility if you neglect to check the validity of all the information provided after the time period specified above. Failure to draw the correct information to our attention will impose the charges below.
- Outside 12 Weeks before departure – Loss of all monies paid
- Within 12 weeks of departure – 100% cancellation charge
- Outside 5 Weeks of Departure - 20% or Loss of deposit, whichever the greater
- Within 5 weeks of Departure - 50% cancellation charge
- Within 2 weeks of Departure - 100% cancellation charge
- Outside 4 weeks before departure - 25% cancellation charge
- Within 4 weeks of departure - 100% cancellation charge
- Non-refundable from the time of booking and carries a 100% cancellation charge.
- Outside 4 weeks before departure - Loss of Deposit
- Within 4 weeks of departure - 100% cancellation charge
- £25 per Amendment + Airline/Hotel Charge
- Amendment Name change: Airline/Hotel Charge
11.2. As tenerife.co.uk act as booking agent or disclosed retail agent for the individual elements of your holiday and as customers are required to agree to the Terms & Conditions of the relevant supplier at the time of booking, we are therefore not defined as the 'Principal' within ABTA's Code of Conduct, section 3.
11.3. Any changes or amendments to your flight times which are received less than 24 hours before departure may affect you if you have booked airport transfers as there may not be enough time for the transfer supplier to contact their local agent in resort. Any out-of-pocket travel expenses incurred as a result may need to be claimed through your Travel Insurance policy.
11.4 If you are entitled to a refund for any part of your holiday booking where we have paid a 3rd party supplier, you may have to wait until we receive confirmation from our bank that they have received the money back from our suppliers. Whilst we endeavour to do this as quickly as possible, on occasions it may take up to 30 days for the refund to be processed back onto your own card.
12.1. If you do not receive a booking confirmation email from us within 48 hours you must let us know by email as failure to do so may lead to missed emails about your booking which we cannot be held responsible for. It is your responsibility at all times to ensure that your email address remains active. If your email address changes, you must advise us immediately and similarly let us know if you do not receive our acknowledgment of your email address change within 48 hours.
12.2. We hope your travel arrangements run as smoothly as possible and that you will enjoy your holiday. However, if you have a complaint while you are in the resort you must firstly report it immediately to the accommodation management and the local representative of the supplier. If the problem cannot be resolved at the time you must telephone the emergency number provided on your accommodation voucher. The matter must be put in writing to tenerife.co.uk within 28 days of returning to the UK. Please note that you should allow 28 days so that all issues raised can be concluded and resolved. The contract for your accommodation is between you and the Principal and if you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If the matter cannot be resolved and it involves us or another ABTA Member then it can be referred to the arbitration scheme arranged by ABTA, see clause 12.
12.3. If you incur any out of pocket expenses when in resort, you must obtain and keep any receipts detailing each cost. Failure to send in receipts as part of a complaint may waiver your right to claim back any monies owed.
12.4 We are a Member of ABTA, membership number K8637. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with, this contract. Further information on the Code and arbitration can be found on ABTA's website www.abta.com. The arbitration scheme is administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by IDRS within 13 months of the date of your return from holiday.
13.1 We will not make compensation payments for any cancellation/changes caused as a result 'force majeure'. Force Majeure means any inability by us to perform our contractual obligations resulting from any cause or reason whatsoever beyond our reasonable control. This includes, but is not limited, to acts of war (whether war is declared or not), the threat of war, riots, civil disturbances, industrial disputes, terrorist activity, natural disasters, fire, inclement weather, technical problems to transport, airline failure, closure or disruption to airspace or airport.
- When placing a booking you undertake to us that the details you have supplied are correct, including passenger names, dates and credit or debit card details.
- If there are changes to the details supplied, it will be your responsibility to contact us and request changes. Please use our contact page.
- tenerife.co.uk will put its best endeavours to find and rectify any errors and omission as quickly as possible. However because of the sophisticated technology required, there may be times when obvious errors occur such as the price or some other detail displayed being incorrect. In this case tenerife.co.uk shall reserve the right to cancel that contract and the customer will not have any liability to this regard.
- Our booking platform may accept unrealistic bookings without objecting any further to the user's judgement and in this case we reserve the right to refuse any refunds in respect to those products purchased.
- tenerife.co.uk does not make any warranty that the website is free from infection by viruses or any other software that has contaminating or destructive properties.
- When a visitor chooses to pay offline then he/she undertakes that the product(s) selected may not be any longer available. Confirmation of order in this case is made when we receive full payment of the product(s) selected.
- Our Online Booking services are provided on an "as is" basis and we do not make any representation or warranty, express or implied, as to the availability of any product(s) or other Holiday Arrangement.
For further Government travel advice, please visit this website : http://www.fco.gov.uk/knowbeforeyougo