Pure Turkey is a specialist tour operator offering holidays in the popular resorts of Turkey. All holidays to Turkey with Pure Turkey holidays are booked in full confidence. Holidays with pure Turkey Holidays are ATOL and ABTA protected.
Agreement between Pure Turkey & the customer
(For a large text version please call 0844 414 1684)
Please read these booking conditions carefully as they form the basis of the contract between Direct Traveller Ltd (trading as Direct Traveller, Pure Turkey) registered offices- 293 Green Lanes, Palmers Green, London, N134 XS, Company Number: 4282078, ABTA member W9805). Direct Traveller as the principal tour operator and yourself as the client, and set out our obligations to you and yours to us. Direct Traveller Ltd will hereafter be referred to as DT Ltd.
PAYMENT – As holidays with DT Ltd are all tailor-made and dynamically packaged; Deposits for holidays start from £95 per person and may increase up to the full flight cost, plus any addition components costs for your chosen holiday (if applicable). This varies with each airline supplier and component supplier used by us for your holiday, and takes into consideration cancellation charges by those suppliers to us. You will be clearly notified of your required deposit amount at the time of booking.
The total cost of your holiday is payable to us no later than 10 weeks prior to departure. If the balance remains unpaid after this date, we reserve the right to cancel your booking and retain the deposit paid. Any money paid by a customer to a travel agent in respect of a booking with DT Ltd and held by the agent, is held on behalf of the customer until DT Ltd has dispatched to the customer confirmation of the booking. Thereafter any money held by the travel agent in respect of the booking, is held on behalf of DT Ltd. Travel agents acting for DT Ltd must issue an ATOL receipt stating that they are acting as an agent for DT Ltd, ATOL protected license no 5819 for any flight, & package holiday featured in this brochure that includes a flight We DT Ltd will issue a confirmation invoice within seven days of receipt of a booking. A 2% admin charge will be added to payments by credit cards.
Please note that payments of balances due must be received no later than 10 weeks prior to travel. Unless you contact our administration department prior to your balance due date, the card(s) you used at the time of booking will be debited for the amount due on that date – if you have used more than one card the balance will be split equally amongst the cards you originally used. It is the client’s responsibility to ensure the reservation has been confirmed and so you should not assume the automatic payment for your holiday has been taken. If for whatever reason your payment is received after the due date we reserve the right to charge an administration fee of £20.00 per person. We also reserve the right to levy 2% of the transaction value where payments are made by credit cards. If for any reason we do not receive payment, we shall be entitled to cancel the booking with loss of all monies you had previously paid and any cancellation fees set out in these booking conditions.
TELEPHONE BOOKINGS - Alternatively you may wish to make a reservation over the telephone. Call us on 0844 414 1684 and our consultants will confirm your booking to you. A deposit payment is required together with the appropriate insurance premium (or full details of your insurance policy) if required for early bookings or full payment for late bookings in order to confirm the reservation. You can make this transaction using a debit or credit card. We will then send you a confirmation invoice in the post with full details of your reservation. Bookings taken over the telephone will be subject to our standard booking conditions, which are readily available from our brochure, with the confirmation, and on our website. After receiving your confirmation invoice, it is your responsibility to check all details are accurate, if not; contact must be made within 48 hours, of which administration charges may still apply.
INTERNET BOOKINGS - When you use directtraveller.com or pureturkey.com to book your holiday we will ask you to provide us with credit/ debit card details in order to cover the cost of the holiday. If there are problems with the credit/ debit card that means we cannot collect the payment and we will not allow you to complete the booking and will not collect any money. In the event that we have problems processing your card after the booking is made we will notify you to provide alternative payment details. If full payment is made when booking a holiday through directtraveller.com or pureturkey.com, standard cancellation terms will apply plus a £20 per person administration fee. Once you make a payment on our website you are agreeing to our booking terms. You will be sent a confirmation that we have received your order request, followed by your confirmed holiday vouchers. DT Ltd will make every effort to ensure that your booking is confirmed. However in the unlikely event that cannot be done we will contact you at the earliest opportunity.
LATE BOOKINGS - Bookings received by us 10 weeks or less prior to departure are deemed to be late bookings when you make a confirmed booking through your travel agent or by telephone directly to us, you must pay the total cost of the booking at that time. Should you then subsequently cancel the reservation made you will be subject to cancellation charges detailed in Cancellation by the Client; a late booking will be accepted by us over the telephone or by the issuing of a confirmation invoice.
ALTERATIONS BY THE CLIENT - DT Ltd and its agents will do their utmost, but cannot guarantee to comply with any request for alteration to a booking. An amendment fee of £35 per person will be applied to all amendments and in addition to any fees applicable by the relevant suppliers. Amendments can be accepted up to 10 weeks before departureNote: Certain travel arrangements (e.g. Apex Tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. This includes name changes, which will not be accepted as an amendment, and will be treated as a cancellation and rebooking holiday. The person who actually takes the holiday will be responsible for all amendment charges and any additional costs incurred by the result of these changes. If you make an amendment or cancel any part of the booking, or there is a different number of people traveling, your accommodation & transfers will be re-calculated, which maybe more than originally calculated. Any change of accommodation whilst in resort or before departure; even to the same star rating, may also have price differences chargeable due to each accommodation suppliers own pricing policies. It is the responsibility of the client to ensure all names are exactly as they appear on each traveling passenger’s passport. Any errors noticed after tickets have been issued, clients will be liable for reprint costs.
CANCELLATION BY THE CLIENT
Cancellation of your holiday must be notified to us in writing. The cancellation charges for our holidays depend upon when your written notice is received and the loss incurred by you will be as follows (relevant to the total value of the package):
More than 70 days…….Loss of Total Deposit Paid Only
29 - 70 days……………………......55% loss
15- 28 days………………………...80% loss
14 days or less……………………100% loss
The above terms apply for holidays booked on the minimum deposit value of £95 per person. Those booked with higher deposit values such as full flight costs and/or additional components as deposit, will be liable for the total deposit paid plus the additional standard cancellation charges as above.
CANCELLATION/ ALTERATION BY US
DT Ltd reserves the right to modify or cancel any holiday, flight schedule, accommodation or other arrangements, in the event that the holiday chosen by the customer cannot be provided for any reason. If the circumstances referred to in the preceding sentence occur before the customer’s departure, the company undertakes to offer the customer alternative arrangements, or, where there is a major change a full refund of all monies paid. We plan your holiday arrangements many months in advance and although it is unlikely that we have to make any changes to confirmed arrangements, it does occasionally happen. We have prepared our brochure and internet site as accurately as possible. However, there may be occasions where an advertised facility or amenity is not available during your holiday or a hotel is withdrawn without prior notification. If we are aware of the withdrawal of facilities we will try to notify you as soon as possible. There may be occasions where facilities are not available due to government restrictions beyond our control, for which we cannot accept responsibility. Most changes are of a minor nature, and we will advise you (or your travel agent) at the earliest possible date. Should we have to cancel a tour, holiday or other travel arrangements as a result of hostilities, political unrest, or other circumstances amounting to force majeure, we shall inform you or your travel agent as soon as possible and shall offer the choice of an alternative holiday of at least comparable standard, if available, or a prompt and full refund of all money paid. Any such refunds shall be sent to agents within 10 clear days and to direct clients within 14 clear days should we be forced to cancel your holiday for any reason other than force majeure or non-payment of outstanding balance, the company, in addition to refunding all monies paid, will pay compensation as per the table below. Very occasionally we have to change your holiday arrangements after you arrive at the destination. If we do this, we will try to place you in accommodation of the same or higher standard in the same or a similar resort. If we make a major change compensation will be paid referring to the details below:
IF WE CHANGE YOUR HOLIDAY - If a major change becomes necessary, we will inform you or your travel agent as soon as it is reasonably possible if there is time before your departure, if not you will be notified upon arrival at the resort. In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by confirming air carriers on your confirmation & at time of booking, and also by listing carriers to be used or likely to be used in our summer 2012 brochure. The flights referred to in this brochure are operated by a range of scheduled or charter airlines, using wide or narrow body jet aircraft. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other 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 standard, or substitution of attractions/destinations visited on pre-booked tours or cruises.
A major change is one that we make to your holiday arrangements before departure that involves changing your airport(s) (except between Heathrow, Stansted, Luton and Gatwick) and (Manchester, Birmingham) and (Cardiff & Bristol), resort, time of departure or return by more than 12 hours, or offering accommodation with a lower standard than that booked, change of destination (this does not include change of resort where the destination airport remains unchanged), or where the destination airport changes for the same resort. You then have a choice of either:
If we Change your Holiday:
A. Accepting the changed arrangements as notified to you.
B. Purchasing another available holiday from us.
C. Canceling your holiday.
If you choose A, or B, we will pay compensation on the scale shown below, if you choose C, we will refund all money paid to us plus compensation on the scale shown below. However, in no case will we pay compensation if the change is due to an event listed in “Important Notice” below:
Period before scheduled departure within which a major change is notified to you (or your travel agent)
Compensation per person
More than 70 days Nil
43-70 days £10
29 - 42 days £15
15-28 days £20
0-l4 days £25
IMPORTANT NOTICE - Compensation payments do not apply to changes caused by reason of war, or threat of war, riots, civil strife, terrorist activity, industrial dispute, natural or nuclear disasters, fire, unavoidable technical problems with transport, closure or congestion of airports or ports, closure of border crossings or checkpoints, flight cancellation and similar events beyond our control.
OUR LIABILITY TO YOU - “If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of twice the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to
(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
- (b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
You can ask for copies of the transport companies' contractual terms, or the international conventions, from our offices (40-42 Hawks Rd, Kingston upon Thames, Surrey, KT1 3EG. 0844 414 1684).
Under EU law (Regulation 261/2004) 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 “cancellation by the client”. 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
PROMPT ASSISTANCE IN RESORT - If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
EXCURSIONS - Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by 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.
CONDITIONS OR CARRIAGE - When you travel with a carrier, the conditions of carriage of that carrier will apply, some of which may limit liability. The conditions of carriage of that carrier are incorporated into this contract. You may ask for copies of the relevant conditions of carriage from our offices.
COMPLAINTS - If you have a problem when you are on holiday you must report this immediately to our local representative who will try to prevent your holiday being spoilt. A Complaint Form should be requested by your local representative and filled out. You should record your complaint on a signed Customer Complaint Form during your holiday. Unless there is a valid reason why you failed to report your complaint to our local representative we will not consider ourselves to be liable for those complaints. If a “customer disclosure form” is completed, and signed whilst in resort this will illustrate that your complaint has been dealt with. The matter cannot then be reinstated on your return back the UK as a satisfactory resolution has been accepted in the resort. If you wish to take your complaint further you should write to our UK Customer Relations Department within 28 days of returning home. If you do not do so, this may affect our ability to investigate complaints and may impact on the way that your complaint is dealt with.
ARBITRATION - The arbitration scheme is arranged by ABTA and 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. Full details will be provided on request or can be obtained from the ABTA website.
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 twelve months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement. For injury and illness claims, you may like to use the ABTA / Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com
PASSPORT AND VISA REQUIREMENTS - It is the responsibility of the client to ensure that passports, visas, vaccination certificates and any other necessary travel documents are valid for the journey(s) to be undertaken, and any fines enforced to our company for this will be the paid by the Traveller. Passengers travelling to North Cyprus through the borders with Cyprus republic (through Larnaca or Paphos airports) will require a valid EU passport (some other countries may also have a no-visa policy, please call us or the Cyprus Embassy to check this) when traveling from the UK. If you do not hold an EU passport (or do not fall into the no-visa category) you will have to travel via Turkey to Ercan airport. Passengers staying in Turkey will need to purchase a tourist visa upon arrival at the Turkish airport. Visa fees are currently approximately £10 per person for UK passport holders.
HEALTH MATTERS - Health facilities, hygiene and disease risks vary worldwide. You should take health advice about your specific needs as early as possible. Sources of information include the Department of Health's free leaflet "Health Advice For Travelers", your GP or a specialist clinic. Please note that you are strongly advised against scuba diving for 24hrs before traveling by air. For the most up-to-date essential information on your choice of destination and to ensure you make the most of your trip abroad, we recommend you visit the Foreign Commonwealth Office (FCO) website at www.fco.gov/uk/knowbeforeyougo The Department of Health's website provides a worldwide country-by-country disease and immunization checklist.
OUR GUARANTEE OF PRICE/SURCHARGE - Changes in transportation costs, including the cost of fuel dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure.
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. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your 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, except for any amendment charges.
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 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. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your 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.
The price of your travel arrangements was calculated using exchange rates quoted in the “Financial Times Guide to World Currencies” on [01 November 2011] in relation to the following currencies: [Sterling, Euros, New Turkish lira]
TRAVEL INSURANCE - It is a condition of booking that you take the holiday insurance we recommend or arrange insurance yourself offering comparable or better cover. We do not accept any liability for you not taking out the relevant insurance, and it is up to you to ensure you have valid and effective cover.
JURISDICTION - The contract arising from any confirmed holiday booking is to be interpreted under and is subject to the laws of England and Wales we will agree to submit any dispute or claim under it to the English Courts.
VALIDITY & RESPONSIBILITY - This brochure is valid from 1st December 2011 to 31st October 2012, or until a revised version is printed and is based on the sole responsibility of DT Ltd and does not commit the airlines, transportation companies and hotels etc. mentioned therein. Your statutory rights are not affected. Date of Publication: 01 December 2011
There may be occasions where at the time of booking we agree to changes to the contract terms. Other than this, no travel agent can change the terms of the contract which includes any statements appearing in the brochure, including descriptions
of any accommodation without our specific agreement.
BROCHURE DETAIL - In accordance with the Package Travel Regulations 1992, we reserve the right to make changes to the particulars of this brochure after publication.
YOUR FINANCIAL PROTECTION - The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from this brochure and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number 5819) administered by the Civil Aviation Authority.
If you book arrangements other than a package holiday from this brochure, your monies are protected by way of a bond held by ABTA. When you buy an ATOL protected air holiday package or flights from us you will receive a Confirmation Invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 5819. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk. The price of our air holiday packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.
ABTA - We are a member of ABTA, membership number W9805. 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 at http://www.abta.com
FLIGHT DELAYS - In the event of a flight being delayed, the airlines that DT Ltd uses will arrange for the following to be provided, whenever practical and subject to the airport being able to cater for this: – Over 4 hours, an appropriate meal; for delays of at least 8 hours extending beyond midnight, overnight accommodation will be provided wherever possible. However, this will depend on such factors as the expected length of the delay, local availability of accommodation, immigration rulings etc. Where long flight delays result in lost holiday time, no refunds are given by hotels for unused accommodation, as rooms are held for delayed arrivals, not re-let. Similarly airlines do not offer compensation for flight delays. It is in recognition of the above that holiday travel insurance policies normally offer monetary compensation for flight delays under certain circumstances and we advise you contact your travel insurance supplier for such claims.
FLIGHT ONLY BOOKINGS – Flight only bookings are non exchangeable and non refundable, with airfares required at time of reservation. If there are changes required for your booking, we will try our best to assist you, however flights are subject to airlines airfare ticket rules, and so this is not guaranteed. If it is possible to change a flight, this will be subject to the airlines own airfare penalties, airfare class difference, and also an administration fee of £35 per person from DT Ltd. Most tickets are non refundable and non exchangeable, which means that DT Ltd cannot make any changes on your behalf for these. In this instance, the client is liable for any charges (up to 100% loss) or fees linked to amendments, which may include purchasing and issuing new tickets. As we are not in control of the airline, we do not accept any responsibility for any missed flights, delayed flights or any other, as a result of any changes imposed by the airlines or any other third party. It is your responsibility to re-confirm your flights with the airline you are travelling with, and also to check that the flight departure times of your flight have not changed before your departure day.
TRAVEL DOCUMENTS - Your flight tickets and accommodation voucher, will whenever possible, and be dispatched to you approximately 10 days prior to departure. If you are to collect your travel tickets at the airport due to a late booking or for any other reason we will give you a reference to quote in order to obtain the travel tickets. Tickets that are picked up at the airport, are referred to as ‘Tickets on departure’ and usually have extra charges linked to them. These charges will vary from one airline carrier or operator to another, but you will be notified of this at the relevant time if applicable by our consultants.
DISABLED CLIENTS - We are happy to advise disabled clients and to assist them when choosing their holiday and we will do our best to meet their needs. Such accommodation may be selected because of their layout; they have disabled rooms, lifts, or ramps. Before making a reservation as a disabled client we ask that you speak to our consultants for their advice on your specific disability. If you or any member of your party has any medical problems or disability which may affect your holiday, we must be informed at the time of enquiry and in writing when the booking is made. We cannot assume the extent of anybody’s disability, and so if we are not notified of the specific requirements of the disabled person, we regret that we cannot accept any liability if accommodation is not to the full extent expected by the client. If we believe we are unable to accommodate the particular needs of the person concerned to their satisfaction, we reserve the right to decline or cancel their booking.
ACCOMMODATION - Accommodation is not graded by international star ratings and cannot be compared to the rest of Europe. The ratings in this brochure are given as a guide for you to help make the correct accommodation choice, they are not official ratings, and are based on feedback and our own audits. The ratings are there to offer a comparable guide to accommodations in the destination. Self-catering varies at each accommodation. Cooking facilities are enough to prepare meals, but generally not the facilities found in a home. All accommodation water and electricity supplies can fluctuate and cupboards can be limited.
We show the facilities and entertainments mentioned in the brochure in good faith (shops, bars, restaurants and swimming pools) and are generally available. On occasion facilities may be unavailable due to local decisions to close them for any reason, and at the discretion of the accommodation management. Direct Traveller Ltd is not responsible for this as these decisions are taken locally and are dependent upon conditions prevailing at the time. This is often reflected in the winter pricing for accommodation. During local or national holidays, certain facilities such as museums or shops may be limited. Such events are regrettably beyond our control. However, when we are told of significant changes, we will inform you at the time of the booking or, if you’ve already booked your holiday you will be contacted as soon as reasonably possible if there is time before your departure.
Note that room types are described using local terms. For example ‘bungalow’ may refer to split-level accommodation, and unless specifically stated in the brochure description accommodation “villas/mini-villas/bungalows/apartments” may not include self catering facilities. Deluxe or Superior category rooms are sometimes used by hotels as the formal names of their room types. The standard of deluxe and superior room types can vary from hotel to hotel.
Most properties in our brochure offer a selection of twin and double-bedded accommodation. Although units may be described as ‘twin’, they will be provided according to availability. If you have a specific preference for twin or double beds, or would prefer single-level accommodation, we will endeavor to meet these requirements. However, it is vital that you inform us at the time of booking. Please note that some accommodations do not allow you to bring food or drink, from outside into their premises. Most hotels are reasonable on this rule and where there is self catering accommodation, this is not applicable, but it is at the discretion of the hotelier if this is enforced – DT Ltd cannot take responsibility for any circumstances surrounding such a rule in any given accommodation. Tea & coffee making facilities may not include the consumables (i.e. tea, coffee or sugar) but just the provisions to make this i.e. kettle. Please note some facilities & services at hotels are chargeable i.e. massage. ‘All-inclusive’ hotels may have time limitations for services & facilities offered at different parts of the day.