TERMS AND CONDITIONS

These Terms and Conditions outline the basis upon which we, Skylord Travel PLC, trading as Skylord Cruise and Holidays, arrange bookings for your travel requirements. These may include flights, accommodations, transfers, excursions, cruises, ferries, trains, coaches, and other related travel services (hereafter referred to as “Travel Arrangements” or “Holiday Arrangements”).

If your booking includes a combination of travel services, it may constitute a “package” within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. In such cases, you are entitled to all associated legal protections. Skylord Travel PLC is responsible for ensuring the proper delivery of your entire travel package under those regulations.

Booking Terms

We are Skylord Travel PLC (referred to as "Skylord", "we", "our", or "us" throughout this document), a company registered in England and Wales. Our registered office is located at: 124 High Street, Rickmansworth, Hertfordshire, WD3 1AB; Company Registration Number: 02321377; We are licensed by the Civil Aviation Authority (CAA) under ATOL No. 3550.

References to “you” or “your” apply to the person making the booking and all individuals included in the booking. By requesting a booking with us, you confirm that you have read, understood, and accepted these terms and that you are authorised to accept them on behalf of everyone in your group.

Unless otherwise stated, these terms apply only to bookings made within the UK that we provide directly or through our suppliers.

Our Role in Your Booking

As a travel company, we may act in different capacities depending on the type of booking:

• As a Package Organiser: If you book a combination of travel services through us for a single price, and we issue you with one invoice, we accept full responsibility for the delivery of your package. This is referred to as a Single Package Contract.
• As an Agent: If your booking results in multiple contracts with separate suppliers (e.g., hotels, airlines, cruise lines), but still qualifies as a package under UK regulations, we act as the Package Organiser of a Multi-Contract Package. We remain responsible for the delivery of your travel arrangements in line with those regulations.
• As a Booking Agent Only: For bookings involving a single travel service (e.g., hotel only), we act solely as an intermediary on behalf of the service provider. These are referred to as Single Element Bookings and do not qualify for the protections afforded to package holidays under the Package Travel Regulations.
  

Suppliers may include accommodation providers, airlines, cruise companies, car hire firms, and others. Where applicable, their own terms and conditions will apply in addition to these.

Confirming Your Holiday Booking

A binding contract comes into existence once we issue a Booking Confirmation Invoice, following receipt of your payment. You must ensure you have the authority to accept these terms on behalf of everyone in your party.

Where applicable, we will identify the principal supplier(s) of your travel services at the time of booking. If we are acting as an agent, your contract will be with those third-party providers, and our responsibility will be limited to that of a booking intermediary unless otherwise stated.

When acting as a Package Organiser, we accept responsibility for the proper performance of the holiday in accordance with the Package Travel Regulations.

Applicability of These Terms

These terms apply to bookings made via our website, by telephone, or through other official Skylord Cruise and Holidays sales channels. A contract is formed once:

1. We receive your payment (see Payment Terms below); and
2. We send you written confirmation of your booking, usually via email or first-class post (if no email is provided).

If any part of these terms is deemed invalid or unenforceable, the remainder will continue to apply in full force.

Only persons aged 18 or over may make a booking. The individual who makes the booking will be treated as the Lead Passenger and is responsible for all payments and for ensuring that other members of the group are aware of and comply with these terms.

No amendments to these Booking Conditions are valid unless confirmed by us in writing.

Deposits and Payments

A non-refundable deposit is required at the time of booking, typically 15%-20% of the total holiday cost. The full balance is due no later than 90 days before your departure date.

In some cases, due to supplier requirements (e.g., for peak travel seasons or special promotions), a larger deposit or full prepayment may be necessary. These requirements will be communicated to you at the time of booking.

Failure to pay the balance on time will be treated as a cancellation by you, and cancellation charges will apply (see Cancellation Terms).

Third-Party Terms and Conditions

The suppliers of your travel arrangements (e.g., airlines, cruise lines, hotels) will also have their own terms and conditions, which form part of your agreement with us. These may limit or exclude their liability under applicable international conventions (such as the Montreal or Athens Conventions).

You will receive copies of these additional terms along with your booking confirmation. In the case of Multi-Contract Packages and Single Element Bookings, these third-party terms will be the main basis of your agreement for those services.

Please note that we are not responsible for any services not included in your confirmed booking. This includes excursions, experiences, or facilities booked directly with your hotel, cruise line, or at your destination.

Law and Jurisdiction

This agreement and any matters arising out of it shall be governed by and interpreted in accordance with the laws of England and Wales. Both parties agree that any legal dispute, claim, or issue arising from or in connection with this booking or contract will be exclusively handled by the courts of England and Wales.

Financial Protection

At Skylord Travel PLC, we are committed to ensuring that your money is protected and that your holiday is secure. We provide full financial protection for all package holidays (including flights) booked through us, in line with UK legal requirements.

(a) ATOL Protection – Book with Confidence

When you purchase a flight or a flight-inclusive holiday package through us that is covered by ATOL protection, you will receive an ATOL Certificate. This document outlines the components of your trip that are protected, where you can find more information about ATOL, and who to contact if anything goes wrong.

Most flight and flight-inclusive packages displayed on our website are protected under the ATOL scheme, but some services may not be. It is important that you confirm with us whether your specific booking benefits from ATOL protection. If you do not receive an ATOL Certificate, your booking will not be covered by the ATOL scheme. If you do receive one, but certain elements of your travel are not listed, those specific parts will not be protected.

(b) Provision of Services and Insolvency

If you receive an ATOL Certificate, the services listed on it will be provided either by us or the named supplier(s). In the event of insolvency on our part or that of the supplier, an alternative ATOL holder may step in to provide the travel services (or a comparable alternative) at no extra cost to you. You agree that if this occurs, you will pay any outstanding balances due under your booking directly to the new ATOL holder.

If it is not possible for another ATOL holder to fulfil your booking, you may be entitled to claim a refund under the ATOL scheme (or from your credit card provider, if applicable).

(c) Claims and Assignment of Rights

If neither we nor the suppliers identified on your ATOL Certificate are able to provide the services due to insolvency, the Trustees of the Air Travel Trust may provide compensation or alternative services. In accepting this compensation, you agree to assign any rights of claim you may have (including any against Skylord Travel PLC, other suppliers, or credit card companies) to the Trustees. The Trustees may also transfer these claims to a third party if necessary.

Important Note

While Skylord Travel PLC acts as an agent for third-party suppliers, we guarantee that full financial protection will be provided in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 where applicable.

Where We Act as an Agent

At Skylord Travel PLC, we operate as an agent in the following types of bookings:

A. Accommodation-Only or Cruise-Only Bookings:
Where you have independently arranged your own flights or other transport, and book only accommodation or a cruise through us.

B. Third-Party Package Holidays:
Where you purchase a complete package holiday that has been created by a disclosed third-party tour operator or supplier.

C. Linked Travel Arrangements (LTA) or Multi-Contract Packages:
Where you select and purchase different travel components (such as flights, accommodation, or cruises) from separate disclosed suppliers, either separately or simultaneously. These may qualify as LTAs or, if purchased in a single transaction, as Multi-Contract Packages.

If your booking constitutes a Multi-Contract Package, we will act as the Package Organiser and your rights under the Package Travel and Linked Travel Arrangements Regulations 2018 (PTRs) will apply, as described in these Terms of Business.

What Is a Multi-Contract Package?

A Multi-Contract Package exists when you purchase a combination of at least two different travel services from us, such as:

• Transport
• Accommodation
• Cruise services
• Vehicle rental (e.g., car, motorbike, etc.)
• Other tourist services that form a significant part of the trip

provided that these are:

• Purchased in a single booking session from our website,
• Advertised or sold as a “package,”
• Offered at a total or inclusive price.

In this situation, you will hold individual contracts with each service provider, but we will take full responsibility for the package as the organising agent.

Important Clarification:

A booking will not be treated as a Multi-Contract Package if it involves only one of the above core travel services plus one or more minor tourist services (such as local tours or event tickets) where:

• The tourist services comprise less than 25% of the total value, and
• They are not promoted as an essential feature of the package, or
• They are booked after the main travel arrangements have commenced.

Such bookings are treated as Single-Element Bookings and do not benefit from PTR protection.

Even when acting as an agent for the service providers in Multi-Contract Packages, Skylord Travel PLC will comply with all legal obligations as your Package Organiser under the PTRs.

ABTA Membership

We are a proud member of ABTA (Membership Number: P8297), which means you can expect high standards of service and protection.

• If your booking does not include a flight or full package (e.g. accommodation-only or flight-only), it may not be protected under the ABTA scheme. Please check with us at the time of booking.
• We participate in ABTA’s dispute resolution scheme, approved by the Chartered Trading Standards Institute. If we cannot resolve a complaint internally, you can escalate it via www.abta.com.
• You can also notify us through the European Commission’s Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/, although it will not decide the outcome of your case.

Pricing and Payment for Bookings

You will be informed of the total cost of your holiday at the time of booking. What this price includes will be specified in your confirmation.

Deposits and Payments:

• A non-refundable deposit, usually around 15%-20% of the total cost, is required to secure your booking.
• The full balance must be paid at least 12 weeks prior to departure, unless otherwise stated.
• Full payment may be required at the time of booking if you are travelling within 12 weeks or if the deal stipulates immediate payment.
• We reserve the right to reject your booking and return any payment at our discretion.
  

If the balance is not received by the due date, the booking may be cancelled and our cancellation terms will apply (see Section 8.3).

Cruise Bookings:
Deposit amounts for cruises vary and will be confirmed at the time of booking.

Price Changes and Adjustments

Skylord Travel PLC reserves the right to adjust the price of any holiday prior to confirmation and to correct pricing errors for confirmed holidays.

Prices may differ between our website and phone bookings due to real-time updates. We are not responsible for errors caused by you or by extraordinary circumstances as defined in Clause 16.

After your booking is confirmed, prices will only change under specific circumstances:

• Increased transport costs, including fuel or flight supplements
• Taxes and fees, such as airport taxes or cruise embarkation charges
• Exchange rate fluctuations affecting the cost of your booking
  

If a price increase is necessary, we will notify you at least 20 days before departure with a breakdown and explanation.

• We will absorb any price increase up to 2% of your holiday cost (excluding insurance and amendments).
• If the increase exceeds 10%, you will have the option to:
• Accept an alternative holiday (and receive any price difference if the new one is cheaper)
• Cancel for a full refund, excluding insurance or amendment fees
  

Note: If the cost of your holiday drops by more than 2%, we will refund the difference.

To cancel based on a price increase of more than 10%, you must notify us within 7 days of receiving the updated invoice.

Credit Card Payments and Chargebacks

By paying with a credit card, you agree to abide by our cancellation policy. Chargebacks are not permitted unless fraudulent activity has occurred. If a chargeback is filed without valid grounds, and we incur associated fees, you agree to reimburse us, including any legal costs permitted under your card issuer’s policies.

Data Protection

To fulfil your booking and deliver your travel services, we require certain personal data, including:

• Names and addresses
• Special needs, dietary, or religious requirements

We take data security seriously and only share information with parties necessary to fulfil your travel arrangements (e.g. airlines, hotels, customs authorities). In some cases, this may include transfers to countries outside the EEA where data protection laws differ.

By proceeding with your booking, you consent to the use and sharing of your personal information as outlined above. Sensitive data (such as health conditions or special requirements) will only be shared where necessary and with your permission.

You may request a copy of your personal data held by us at any time. A small administrative fee may apply.

8.1. Changes by You

(a) Transfers to Another Person

• You can transfer your booking to someone else if they meet the requirements and you inform the company in writing at least 7 days before departure.
• You and the new person are liable for any costs (airlines/cruises may treat it as a cancellation).
• Admin fees apply:
• £50 per person if the request is 60+ days before departure.
• £75 per person if less than 60 days.
• If less than 7 days, 100% cancellation charges apply.

(b) Other Booking Changes

• Changes after confirmation may be allowed but aren’t guaranteed.
• Must be in writing, and group bookings need the lead name’s approval.
• Price is based on the new rate on the day of the change.
• Some extras (e.g., excursions) may be non-refundable.
• If the change isn't possible and you don’t want the original, it's treated as a cancellation.

(c) Administration Fees

• £50 per person (if 60+ days before).
• £75 per person (if <60 days).
• If <7 days, 100% cancellation fee applies.

8.2. Cancellations by You

• Partial cancellations aren’t allowed — whole booking must be cancelled.
• Must be in writing from the original email address.
• Cancellation charges apply based on how close to departure you cancel.
• No refunds for deposit, admin fees, or insurance.
• If cancellation charges exceed what you've paid, you owe the difference, and they can charge your card.
  

Cancellations are 100% non-refundable if:

1. You booked low-cost airline flights.
2. You have non-refundable rooms or deals.
3. The travel supplier’s terms dictate it.

Travel insurance is strongly recommended in case you need to cancel for a covered reason.

8.3. Cancellation Charges Table

Non-cruise packages:

• 91+ days: loss of deposit
• 45–90 days: 50%
• 16–44 days: 75%
• 7–15 days: 90%
• 7 days or less: 100%
  

Cruise packages:

• 91+ days: loss of deposit
• 76–90 days: 50%
• 61–75 days: 75%
• 31–60 days: 100%

Flight bookings = always 100% cancellation from time of booking.

9. Changes or Cancellation by the Company

9.1. If They Cancel Your Booking

• Will not cancel less than 13 weeks before departure unless:
• Unavoidable/external events
• You fail to pay
• Minimum group numbers not reached
• You’ll be offered:
• A full refund, or
• An alternative trip (with refund if cheaper)

9.2. Price Changes

• Prices may change due to:
• Fuel, tax, or exchange rate changes
• No changes within 20 days of departure.
• Increases:
• <2% = not passed to you
• >8% = you can cancel with full refund

9.3. Changes Other Than Price

• Minor changes (e.g., flight time changes under 12h) = no compensation
• Significant changes (e.g., different resort, time changes >12h, airport swap) = you can:
• Accept
• Cancel and get a refund
• Choose an alternative holiday

Your Rights and Their Liability

• They are liable for proper performance if they act as the Principal.
• If they’re only the agent, liability is limited (just booking facilitation).
• Compensation may be reduced or denied if:
• The issue was your fault
• It was due to a third party
• Force Majeur (e.g., natural disaster)
  
• Compensation Limits:
• Personal items: up to your insurance excess
• Injury/death: governed by international conventions (e.g., Montreal, Athens)
• Max compensation (where they are Principal): 3x the price paid
• Max compensation (where they are Agent): amount paid

Summary of Key Takeaways

• Changes & cancellations by you are heavily penalised with increasing charges closer to departure.
• Admin fees apply even on top of supplier charges.
• Flights and non-refundable rooms are always non-refundable.
• Transfers to others are allowed with notice and fee.
• If the company cancels or makes big changes, you have refund rights.
• They have limited liability, especially if acting as an agent only.

Travel Insurance

Travel insurance is mandatory and should be arranged at the time of booking. It must cover cancellation, medical costs (including pre-existing conditions), and repatriation. Insurance purchased through us is non-refundable. Failure to obtain adequate insurance absolves us of liability for any related losses.

Your Responsibilities

You are responsible for ensuring all travellers in your party have valid passports (with sufficient blank pages), visas, vaccinations, and medical documentation. If you have a medical condition or disability, this must be declared before booking or as soon as diagnosed. We are not liable if a carrier refuses travel based on undeclared medical issues. Pregnant travellers must provide medical clearance if 28+ weeks into pregnancy at return travel.

Behaviour

Disruptive, dangerous, illegal, or intoxicated behaviour may result in denied boarding, removal from services, or police involvement—without refund or compensation. You must follow all safety procedures, including waivers for activities.

Complaints

Issues should be reported to the local supplier immediately and escalated to our customer services team within 28 days of your return. Complaints not raised during the trip may not be considered. Legal disputes must be resolved in the courts of England and Wales. Early departures from accommodation are non-refundable.

Passport, Visa & Health Requirements

It is your responsibility to secure all necessary documents, including passports and visas, in time. Missed travel due to incomplete documentation or failed appointments is subject to cancellation terms. Check up-to-date health and entry requirements with the appropriate authorities.

Force Majeure

We are not liable for disruptions caused by unforeseeable events beyond our control (e.g. war, pandemics, terrorism, natural disasters). Brexit-related changes are treated similarly. Compensation is not payable under these circumstances.

Special Requests

Special requests (e.g. diet, room location) must be made at booking but are not guaranteed unless specifically confirmed in writing. Unfulfilled requests are not considered a contract breach.

Medical Conditions & Disabilities

Medical conditions or disabilities must be disclosed at booking or as they develop. We reserve the right to cancel bookings if we cannot accommodate the condition. Proof of fitness to travel may be required.

COVID-19

COVID-related facility restrictions are not considered significant changes. Any costs due to symptoms, testing, or quarantine must be covered by the traveler and claimed via insurance.

Flights

Flight details are subject to change. Passengers must check and reconfirm timings directly with airlines. If denied boarding or delayed, contact the airline directly for assistance or compensation. Any compensation must be claimed from the airline, not us.

Cruises

Age restrictions, embarkation times, and port responsibilities apply. Missed embarkation is the traveler’s responsibility. Additional charges for onboard services, extra baggage, or alcohol policies may apply. Luggage restrictions and searches may be enforced. Animals are not permitted on board.

Miscellaneous

Travellers accept inherent risks of international travel and must stay informed of current travel advisories. We are not responsible for denied entry due to lack of valid insurance or documentation. Billing errors may be corrected. We are not liable for brochure inaccuracies or typographical errors. Third-party services are subject to their own terms and limitations.