eConsol is the trading name of Emerald Global Ltd (ATOL 3676)
Reservations through eConsol.com website, telephone or email. All arrangements including airfares are subject to change and availability at the time of booking. Taxes calculated at time of booking will be recalculated at time of confirmation.
For flights only if booking online, full payment is required within 72 hours of reservation. Failure to pay on time may result in the cancellation of your reservation. Payment will be accepted by cash, company Visa Debit, company Visa, Mastercard, Corporate Amex, Diners Club or by bank transfer. Cheques are only accepted if an agreement has been placed. If so, cheques are to be made payable to Emerald Global Limited. For packages, a minimum deposit of 10% of total package is required upon confirmation invoice from Emerald Global Ltd. If any cheque is returned by our bank unpaid, we reserve the right to make a £25 administration charge.
Please check all details on your invoice immediately and advise us of any discrepancies. If you do not we cannot accept any liability for errors made by us. We will endeavour to assist in all cases but if you make a mistake we will pass on any costs incurred to rectify the error. The name shown on all travel documents should match those on the passenger’s passport(s). Failure to comply with this may result in amendment charges being levied or possible cancellation of passenger’s flights.
4. AMENDMENTS BY YOU
Prior to ticketing: if your ticket has not yet been issued, the first amendment is free of charge. Any subsequent amendments may be subject to an administration fee of £20 that will be added to your invoice. Any additional amendment charges by a service provider e.g. tours or hotels will also be added to your invoice. The amendment fees are non refundable.
After ticketing: after the ticket has been issued any amendments will incur our £20 administration fee on top of any suppliers' charge. Charges may vary right up to 100% of the full amount.
Name changes involving scheduled airlines are normally regarded as a cancellation and rebooking. Such changes are, however, subject to availability. Any additional cancellation or amendement charges imposed by the airline will be added to the total cost along with our £50 adminstration charge.
5. AMENDMENTS BY US
It is unlikely that we will have to make any changes to your booking but we do plan some arrangements many months in advance and we therefore reserve the right to make alterations to and correct errors in brochures and other details both before and after bookings have been confirmed. Most changes will be minor ones.
Occasionally, it may be necessary to make a significant change, such as changing your departure time by more than 12 hours, of your departure airport (except as between Heathrow and Gatwick) to one which may be more inconvenient to you, a change of accommodation to that of a lower category or standard for the whole or a significant proportion of your holiday, a change of accommodation area for the whole or a significant proportion of your holiday or a significant change of itinerary for your tours.
For any changes by a scheduled airline, we will advice you of any changes as soon as practicable. If there is time before departure we will offer you the choice of:
- accepting the change of arrangements as notified to you
- purchasing alternative arrangements from us of a comparable standard if available (if you choose a more expensive alternative you must pay the difference, and if your new choice is cheaper, we will refund the difference).
- cancelling your arrangements and receiving a full and prompt refund of all monies paid to us.
6. ERROR & OMISSION (E&OE)
To the best of our endeavours mistakes will occur. In our pricing and availability policy we hereby state that where an item’s (flights, hotels, holidays, taxes etc) correct price is higher than our stated price, or where there is omission we will contact you before dispatching.
You are given the opportunity either to cancel your order, in which case whatever deposit or payment already made will be refunded in full, or to place new order for the item at the correct price.
7. AMENDMENTS BY A SERVICE PROVIDER
Service providers generally reserve the right to change arrangements both before and after a booking has been confirmed. We will notify you of any changes as soon as we are notified of them but we cannot accept any liability in relation to any change due to air traffic control restrictions, weather conditions, maintenance checks or requirment for passengers to check in on time.
8. CANCELLATION BY YOU
You may cancel your booked arrangements at any time. You must give us written notice signed by the person who made the original booking.
Prior to final payment: As making a booking incurs costs, you will forfeit all applicable deposits in case of your cancellation.
After final payment: A cancellation at this stage will be subject to cancellation fees, which can be as high as 100% of the full amount depending on the nature of the booking and the service provider involved, plus administration charge of £50. Please note that any amendment charges are non refundable in the case of your cancellation.
a) Flights - prior to final payment the deposit will be forfeited. Once final payment has been made charges can be as high as 100%. Please check the special conditions concerning your itinerary shown at the time of booking.
b) Tours - In all cases the cancellation conditions are as per the relevant tour operators booking conditions.
c) Other arrangements - Cancellation conditions vary significantly. Hotels generally attract the cost of the first nights accommodation. Car hire cancellation charges can be up to 100% depending on when the cancellation was made.
d) Insurance - If the insurance arranged by eConsol does not meet your needs, a refund will be allowed if the Certificate is returned within 14 days, as long as no claims have been made and the period of travel has not started. After this 14 day period, insurance premiums cannot be refunded.
9. CANCELLATION BY US
If you fail to pay the balance when it falls due, we will cancel your booking and forfeit your deposit. On the rare occasions we have to cancel your booking for any other reason, we will inform you as soon as possible and offer you the choice of an available alternative or a full refund, including your deposit. If your new choice is cheaper, we will refund the difference, and if you choose a more expensive alternative you must pay the difference.
10. CANCELLATION BY A SERVICE PROVIDER
Service providers generally reserve the right to cancel arrangements at any time. We will notify you of any cancellation as soon as we are notified of it but we cannot accept any liability in relation to any cancellation.
11. FORCE MAJEURE
We regret we cannot accept liability or pay any compensation in the event of a force majeure. Force majeure includes war, threat of war, riots, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions or other similar events beyond our control and that of our suppliers.
12. ROUTINGS AND TIMINGS
Unless otherwise stated, the routing of your air ticket cannot be changed, once the balance has been paid. Please note that the timings of air, sea, road or rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or passenger failure to check in on time. Flight timings are subject to change as a result of airline procedures and up to date times will appear on your final itinerary. We do not make any arrangements if there is a delay at the outbound or inbound point of departure. Most airlines however, do make provisions in such cases.
13. FLIGHT RE-CONFIRMATION
All onward and return flights must be re-confirmed 72 hours before departure with the relevant airlines. eConsol accepts no responsibility for bookings cancelled due to non-compliance with the particular airline's rules.
14. TRAVEL INSURANCE
eConsol strongly recommends that your passengers take out travel insurance. In many cases cancellation charges, if incurred involuntarily, may be covered by insurance. Emerald Global Limited will be happy to arrange insurance for you.
15. INSURANCE AGAINST AIRLINE FAILURE
We charge our clients £2.00 per flight. Any passenger who refuses to pay this insurance will be required to give eConsol a signed indemnity absolving eConsol from any liability in the event of a claim under this heading.
16. DESPATCH OF TICKETS
All airlines offer only electronic confirmation of your reservation, or “e-ticketing”. We cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. It is your responsibility to advise us if you have not received your e-ticket confirmation. If you have not received your travel documents or you have mislaid your travel documents, you must inform us at least 7 days prior to departure. Failure to do so may result in you having to pay additional charges, as special arrangements will have to be made. Tickets once sold towards a sporting event cannot be replaced if lost.
Unused or partly used air tickets are to be returned to eConsol. We will return the tickets to the airline for authorisation and calculation of refund due. Any refund received back from the airline is then subject to loss of deposit and cancellation charges, unless advised differently at the time of booking, and eConsol administration charge from £50 per person. Please note that airline refunds for part-used tickets and the return half of tickets are always less than the pro rata rates and in some cases may have no value at all. Refunds can take up to 6 months in total. Some airlines may require proof of departure from the destination country or a residency certificate, before refunding part used tickets. Tax refunds are subject to £30 administration charge.
18. EXCHANGE RATES
Prices are calculated on the date shown in the relevant brochures and are based on the published rate of exchange of that date. eConsol reserves the right to make amendments to the prices, subject to the rate of exchange in force at the time of final payment.
19. COST OF YOUR HOLIDAY
Prices of your arrangements are correct at the time of booking. However, the price of your holiday may be subject to surcharges on government action, aircraft fuel, overflying charges, airport charges and the like.
20. COST OF AIRFARE AND OTHER ARRANGEMENTS
Please note that airfares and conditions are constantly changing, usually with little or no notice. Airlines are at liberty to change prices at any time up to the date of travel. However in practice airlines usually honour prices where tickets have already been issued. Full payment at the time of booking or as soon as possible afterwards will significantly reduce the risk of an airline increase. We reserve the right to pass on any increases to airfares, which are imposed before tickets are issued.
If the problem cannot be resolved while you are away, please contact eConsol in writing within 28 days of passenger’s return, quoting your booking reference and all other relevant information and documentation. Correspondence will be automatically acknowledged and dealt with as soon as possible. Please bear in mind our need to investigate matters raised with suppliers or agents involved.
22. OUR RESPONSIBILITY
We arrange contracts for holiday arrangements through suppliers who we have taken reasonable care to make sure have good reputations and run safe and efficient businesses. We monitor and control the performance of our suppliers and judge their performance against the standards and customs in the country where the services are provided. We will pay compensation if those suppliers are at fault and fail to provide the services they agreed to provide. We will accept liability for claims for personal injury arising as a result of our staff and suppliers being negligent while in the course of their employment or contract. We cannot accept liability in the following circumstances:
a. If you or any member of your party is at fault.
b. If the failure is the fault of someone else not concerned with providing the services which make up the holiday which we have confirmed to you.
c. Any unusual or unexpected circumstances beyond our control, which we could not have avoided even if we had used all reasonable care possible.
d. Any event which we or the supplier of any service could not help, expect, or prevent.
e. Denied Boarding, delayed flight, missed connection
Under EU law you have rights in some circumstances to refunds and/or compensation from your 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. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us.
Your right to a refund and/or compensation from us is set out in clause 3. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061 www.auc.org.uk
YOUR FINANCIAL PROTECTION
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This 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.
updated Dec 2015