1.0 : Your Contract
Please read this carefully before confirming your booking:
These booking terms and conditions cover all booking made on myvienna.co.uk and they vary depending on whether you make a booking with us for a package holiday or flight only, accommodation only or other separate travel arrangements, ("Individual Components").
If you book Individual Components with us, we will make the booking as agent for the relevant supplier(s) (“Travel Provider”) (e.g. the airline, hotel supplier, insurance supplier or other ground supplier) and your contract will be subject to the supplier's own terms and conditions which could limit or exclude liability to you, often in accordance with international conventions. Copies of the supplier's terms and the international conventions are available on request.
If you book a flight only with us your contract will be direct with the airline shown on the ticket, as soon as we have issued you with a valid ticket our contract with you, directly, has been fulfilled.
If you book a package holiday, your contract will be with myvienna.co.uk. Please refer to the terms which apply to package holiday contracts which follow these website agency terms and conditions. If your booking is with an airline listed in Appendix 1 you are the principal and you are authorising us to act as your agent in arranging that booking.
A contract will come into existence between us only once we accept your booking and we receive your deposit (where permitted) or full payment via cleared funds. We reserve the right to refuse, at our sole discretion, any booking. For online bookings, the contract will come into existence upon acceptance of the booking conditions presented at the end of the booking process and once we have received full payment via cleared funds.
We reserve the right to cancel any booking if we have made a mistake in relation to the price. We will ensure that we notify you of such mistakes within 24 hours of your booking, provided your travel has not started yet.
Please note that all services offered are subject to availability.
It is your responsibility to ensure that any information which you give us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party.
When you make a booking, you confirm that you have the authority to accept, and do accept these conditions on behalf of all members of your party
myvienna.co.uk STRONGLY RECOMMENDS THAT YOU TAKE OUT TRAVEL INSURANCE FOR ANY HOLIDAY, ESPECIALLY AS THERE MAY BE CIRCUMSTANCES WHERE NEITHER myvienna.co.uk NOR THE TRAVEL SUPPLIER CAN ACCEPT LIABILITY (EG DELAYS OR CANCELLATIONS BEYOND OUR CONTROL).
1.1 : Travel Supplier terms and conditions
The following applies to all products or services booked via our Site:
The Travel Supplier's terms and conditions (including airlines' fare rules) will apply in addition to those set out here. The Travel Supplier's terms and conditions may include provisions relating to payment procedures, default, liability, cancellations, changes of bookings and refunds (if available) and any other restrictions. Consequently, as you move through the Site you will see links to terms applying to specific Travel Supplier products (you are advised to read those terms carefully). However, please refer to your particular Travel Supplier for full details as to the applicable terms and conditions.
You are responsible for complying with any airline or other Travel Supplier conditions in relation to check-in times, reconfirmation of flights, or other matters.
2.0 : Your information and Disclosure of information
When making a booking on-line you will immediately receive a booking acknowledgement. Please check that all names, dates and timings are correct on the acknowledgement and advise us of any errors same day by contacting our call centre. Please note that we will not accept any responsibility for incorrect information if we are not informed within this timeframe. Any changes to these details may incur an amendment fees in addition to any charges applied by the Travel Provider. Please ensure that the names given are the same as in the relevant passenger’s passport.
The booking information that you provide to us will be passed on only to the relevant Travel Providers of your travel arrangements or other persons necessary for the provision of your travel arrangements. 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 are travelling to the United States as well as many other countries Advance Passenger Information (API) will be required and this information will be passed to your airline that will pass it onto the relevant Customs and Border Protection agency. They will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. Please refer to the section specific to API below.
If you travel outside the European Economic Area ("EEA"), controls on data protection may not be as strong as the legal requirements in the United Kingdom.
If we were not authorised to pass this information to the relevant Travel Providers, whether in the EEA or not, we would be unable to arrange your booking. In making this booking, you consent to this information being passed on to the relevant parties.
Full details of our data protection policy are available upon request.
3.0 : Flights
Flight times shown are provisional and may be subject to change, as per the Principal's booking conditions. For all flight bookings please reconfirm your flight times 48 hours prior to departure as per the Principals/airline's instructions. This applies to outward and homeward journeys, as changes to flight times may be made during your time abroad. We cannot be held responsible for you missing flights if you have not followed these instructions. The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Additionally we recommend that you contact your airline on the day of travel to ensure that your flight is operating as per schedule.
We strongly recommend (particularly if you are flying Economy class), that you check in early if you have particular seat requests. myvienna.co.uk has no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.
Most flights are now ticketless and you should ensure that you have your flight reference number as detailed in the confirmation we email to you for your flight. Some flight providers will require that you check-in on line, please refer to your airlines website for further information.
Many low cost carriers require that you print your boarding pass at home and bring it with you to the airport. myvienna.co.uk cannot be held responsible for additional airport charges for failure to do this.
Seat availability and pricing is at the principal’s discretion and is subject to availability. Please note that prices can fluctuate. Every care is taken to ensure our online systems are up to date and correct. Please be aware however that as we use third party data, there may be occasions where the prices we show are incorrect or inaccurate. Please accept our apologies for any accidental misrepresentations on this website or other affiliated sites. If your chosen flight isn’t available for any reason we will contact you immediately and offer alternatives. Alternatives may include changing airlines / routes, increased cost for the original flight requested or a full refund with no penalty or administration fee.
Airlines may charge for additional services such as checked baggage, airport check-in, preferred seating, in-flight entertainment (if available), food, drink and snacks etc. Any charges for these additional services are not included in the price of your flight ticket and must be paid either to myvienna.co.uk in advance of departure date to avail of any discounted rate or to pay the airline directly. myvienna.co.uk is not responsible for any additional costs incurred and advise you to contact the relevant airline to add any additional services and verify charges.
Flights must be used in the order set out in your itinerary; any failure to use the ticket out of order could invalidate the rest of the ticket.
myvienna.co.uk is not responsible for the costs of any transfers between airports or terminals that you may incur unless otherwise specified clearly and in writing.
The times given are based on the 24 hour clock system, are approximate and based on outbound flights. They may vary depending on flight schedules, type of aircraft, weather conditions etc., and are indications of the hours spent actually flying (excluding time on the ground during stops en-route or when changing aircraft) and are therefore given for guidance only and are subject to alteration and confirmation.
Regulations vary with each airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If booking on-line you must check with the airline concerned and consult your doctor prior to confirming your booking. If you call our call centre you must advise the operative that you are pregnant and by how many weeks.
Infants must be 6 weeks old or more to travel by air and must sit on an adult's lap. Bassinettes can be requested, however, there is no guarantee that one can be provided. If you are booking on-line we suggest that you contact our call centre to request a bassinette. Infants who turn 2 years old before the return flight will be required to have a seat and a child fare must be paid. This cannot be booked on-line and we suggest that you contact our call centre prior to booking on line for such reservations.
3.1 : Changes to your flight requested by you
All air fares are subject to terms and conditions as set by the airline. As soon as your confirmation is dispatched the contract is formed between you and the airline and the airlines rules are in force.
With the exception of full IATA fares, all fares displayed on this website are subject to penalties for changes and refunds (including but not limited to financial penalties or being non refundable / changeable). If you have any concerns regarding the terms pertaining to changes or refunds for the fare you wish to book you must contact our call centre for clarification prior to completing an on-line booking. All bookings completed on line will be subject to the terms and conditions as set by the airline and myvienna.co.uk has no authority to waive or alter any fees or penalties.
To request a change of date to your booking please contact our call centre. Our reservations staff will advise you if your booking is changeable and if any airline penalties are applicable. All changes are subject to availability. As well as change penalties additional fare may be chargeable to change to your required dates. Changes cannot be held provisionally, if a change is requested the airlines penalties (where applicable) will be chargeable. myvienna.co.uk will only confirm changes once all additional fare and penalty (where applicable) have been paid in full.
All quotes provided for date changes are based upon live availability from the airline at the time that the changes are requested and as such they are subject to change. If a quote is provided but not immediately actioned, a fresh quote will be required. Myvienna.co.uk has no control over the cost of such changes and can not be held responsible for any subsequent increases in the change fee due to a delay in a decision being made by the customer.
To request a refund please e-mail us on email@example.com All refunds will be processed in order of receipt. Once received you will be notified of any penalties and we will request a confirmation of your acceptance of the penalties, the refundable value and your confirmation to cancel any active flight segments. Failure to advise us to cancel any active flight segments will result in you being registered as a “no show” and this may invalidate any claim for a refund. Please note refunds can take up to 4 weeks to obtain the money from the airline and for us to return this to you. Payment of refunds can only be made back via the original form of payment.
Credit card fees, ATOL fees and scheduled airline failure fees are non-refundable in the event of cancellation (either by you or the airline/Travel Supplier).
In addition to any penalties set by your airline myvienna.co.uk reserves the right to charge an administrative fee of minimum £50 for processing changes and refunds.
Where you make a booking modification, it is your responsibility to ensure that it does not conflict with any other product or service you have purchased either through myvienna.co.uk or independently.
Please note that airlines do not generally allow name changes on flight bookings, however, some airlines do charge for the same.
3.2 : Changes to your flight made by the airline
Airlines reserve the right to make schedule changes and cancel confirmed bookings. While myvienna.co.uk, as Agent, is not responsible for such schedule changes or cancellations, we will make all efforts to advise you of any schedule change or flight cancellation as soon as is possible and provide you with all reasonable assistance you require via our customer services. All schedule changes and cancellations are dealt with by our customer service team in strict date order. Subject to the volume of changes made by airlines at any one time we may not be able to advise you at the time we are advised. We do, however, work to the EU standard as set for airlines of 14 days prior to departure, where time permits.
myvienna.co.uk is not responsible for any losses as a result of changes being made to your flight by the airline. Any claim for compensation must be addressed direct to the airline.
3.2.1 : Changes to bookings where no travel has commenced
myvienna.co.uk, where possible, will offer you re-booking onto alternative services or a refund, as per the terms set by the airline in their commercial policy. Please note we are unable to offer any terms outside of the airlines policy. If a full refund is requested and a subsequent booking is made with myvienna.co.uk no administrative fees will apply. If a full refund is requested and no subsequent booking is made myvienna.co.uk reserves the right to charge a £50 administrative fee. myvienna.co.uk has no influence over the sum refunded by the airline and in all cases any request for compensation must be addressed direct with the airline.
3.2.2 : Changes to bookings where travel has already commenced
myvienna.co.uk, where possible, will offer you re-booking onto alternative services or a partial refund, as per the terms set by the airline in their commercial policy. Please note we are unable to offer any terms outside of the airlines policy. If a partial refund is requested and a subsequent booking is made with myvienna.co.uk no administrative fees will apply. If a partial refund is requested and no subsequent booking is made myvienna.co.uk reserves the right to charge a £50 administrative fee. When calculating a partial refund airlines deduct the applicable fare for the journey already completed and refund the balance less any taxes and surcharges already consumed. myvienna.co.uk has no influence over the sum refunded by the airline and in all cases any request for compensation must be addressed direct with the airline.
In certain circumstances you may be entitled to compensation under EU Regulation EC 261/2004. Any claim for compensation is between you and the airline concerned. myvienna.co.uk is not a party to any such claim. For additional information please refer to http://www.caa.co.uk/default.aspx?catid=2226
4.0 : Hotels and Flight + Hotel
myvienna.co.uk does not provide package or holiday recommendations, we simply provide interchangeable flight and hotel combinations as separate components. We provide descriptions of hotel accommodations along with locations. We assume no responsibility (express or implied) for the suitability or quality of the travel products and services, selected by you, as featured on this site.
We offer star ratings as per the official star rating of the hotel. You should be aware that standards can vary between hotels and accommodation of the same class in different countries and even in the same country. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another.
Check-in / Checkout times - Generally guests can check into a hotel or other accommodation around 2pm and check out at 11am, local time. However, local variances may apply. Should you require more precise timings or an earlier check in or later check out, please contact us.
All pre-payable local taxes will be collected in the total price show, however, some cities do apply a local hotel tax that can only be paid locally. These taxes do vary and it is not possible for us to include these in the package price.
Images - Whilst we endeavour to ensure that property images and descriptions of amenities and facilities displayed on myvienna.co.uk are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from our Travel Suppliers. The images and information are provided to give a general 'feel' for the hotel and may not be an exact representation.
Images of room types do not necessarily represent the bed configuration of the room being purchased. For example, a triple room in North America may consist of one double bed and one single bed or a double room in Austria may consist of two single beds. Also, there may be an additional charge for extra beds or cots. Please contact the hotel directly to confirm the exact bed configuration before purchase if required.
Breakfast and transfers are not included unless otherwise stated.
In the event of availability or quality issues with your hotel, we will use our best endeavours to relocate you to the same or superior category of accommodation. If you do not accept the alternative accommodation, you may cancel the booking and we will refund less any fees. Should you wish to re-book a different property at a higher price, you will be liable for the additional cost.
If you have any quality or overbooking issues with your hotel upon arrival or during your stay, you will need to contact the Duty Manager in the first instance to resolve the issue. Should he/she not be able to solve your problem , you will need to contact us at your earliest convenience so that we may use our best endeavours to relocate you to the same or superior category of accommodation. myvienna.co.uk will not be responsible for any additional cost incurred due to quality or overbooking issues if you do not contact us and give us the opportunity to re-book you. Any additional costs will only be paid by myvienna.co.uk if pre agreed by us and we have confirmed to you in writing or via e-mail.
myvienna.co.uk will not liable for the failure or improper performance of any of the travel arrangements or suppliers if the failure or the improper performance is due neither to any fault of ours nor to that of another travel supplier, because—
(a)the failures which occur in the performance of the contract are attributable to the consumer
(b)such failures are attributable to a third party unconnected with the provision of the services contracted for, and are unforeseeable or unavoidable; or
(c)such failures are due to—
(i)unusual and unforeseeable circumstances beyond the control of the party by whom this exception is pleaded, the consequences of which could not have been avoided even if all due care had been exercised; or
(ii)an event which the other party to the contract or the supplier of services, even with all due care, could not foresee or forestall.
We do not accept responsibility for changes or cancellations that are due to unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions or governmental action.
In the event that you make any alteration to your hotel booking (including, but not limited to, cancellations, refunds and amendments) myvienna.co.uk reserves the right to charge you an administration fee of £50 GBP per booking to cover the administration costs incurred by myvienna.co.uk. These charges do not include any charges imposed directly by the Travel Supplier or hotel. Credit card fees and booking fees are non-refundable in the event of cancellation.
4.1 : Changes to or Cancellation of your Flight + Hotel Package by you
If you wish to change or cancel your Flight + Hotel booking then please call the myvienna.co.uk Customer Services team. We will endeavour to amend or cancel your booking, however, many flights and hotels used in Flight + Hotel bookings are booked at discounted rates and are, therefore, non changeable and non refundable. Any change to a flight or hotel may require the purchase of a new flight or hotel booking. You will be liable for all associated costs of a new booking.
myvienna.co.uk reserves the right to charge an administrative fee for all cancellations and changes.
WE STRONGLY RECOMMEND THAT YOU TAKE OUT APPROPRIATE INSURANCE TO COVER YOU FOR SITUATIONS WHICH MAY REQUIRE YOU TO CANCEL OR CHANGE YOUR TRAVEL ARRANGEMENTS.
4.2 : Changes to or Cancellation of your Flight + Hotel Package by us or other Travel Suppliers
myvienna.co.uk reserves the right to make changes to your Flight + Hotel Package where such changes are occasioned by one of its Travel Suppliers, for instance an airline cancelling a flight or a hotel closing down. We will notify you as soon as we can, if there is sufficient time before your departure. This will be via email and/or telephone.
If you are notified of any Major Changes to your Flight + Hotel Package after we have confirmed your booking but before you travel, you can either accept these new arrangements (and cover any additional increase in price from your original booking), buy another Flight + Hotel package (and cover any additional increase in price from your original booking) or cancel your Flight + Hotel Package and receive a full refund from myvienna.co.uk less a £50 administration fee per person on top of any charge made by an associated supplier such as a hotelier.
Major Changes shall include: a change in your departure or arrival flight by more than 12 hours; a change in the length of your holiday; or a change in the airport you depart or arrive from (except where the airports are in the same cities), a change of accommodation to a lower standard.
myvienna.co.uk will not be liable to you for any compensation if forced to cancel or make any changes to your Flight + Hotel Package as a result of events outside our control and which neither myvienna.co.uk or its Travel Suppliers could reasonably foresee. Events outside our control include: war; threats of war; government intervention, terrorism; riots; civil unrest; natural and nuclear disasters; fire; actual or potential weather conditions; health risks; industrial disputes; technical problems with transport; closed or congested airports; and any force majeure events.
Where as a result of such an event occurring after your departure a significant part of your Flight + Hotel Package cannot be provided, you will be offered a suitable alternative by the Travel Supplier, if available. If a suitable alternative is not available, or for good reasons, you do not accept the offered alternative, we will return you to your place of departure. Again we would strongly recommend that you take out comprehensive insurance to cover such circumstances.
4.3 : Baggage
You will usually be permitted a free checked baggage allowance and a free cabin baggage allowance, the limits of which may differ by airline, class and/or route. Please note low cost carriers such as Jet 2 & Easyjet do not have a free checked baggage allowance, for more information please refer to their websites. The amount of checked baggage you are allowed depends on your class of travel/destination. Several leading carriers have now introduced additional charges for checked baggage on either a piece or weight basis. It is recommended that cabin baggage is kept to a minimum. Extra charges may apply for checked baggage in excess of the permitted allowance. Please ask the airline for more specific information as these rules vary from time to time. You can refer to www.iata.org/bags for information and links. For safety reasons dangerous articles must not be packed in checked or cabin baggage. Restricted articles include, but are not limited to, compressed gases, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidising materials, poisons, infectious substances and briefcases with installed alarm devices.
If your baggage is lost or stolen you must report this direct to the airline, preferably before you leave the airport. For additional information on lost or delayed baggage please refer to http://www.caa.co.uk/default.aspx?catid=2226
5.0 : Visa, health and other travel documents
By making a booking on this site you accept that we are unable to provide any information regarding visa and travel documentation on line. You are responsible to ensure that you hold the correct travel documents and visas required for the route booked and for your final destination.
Our website offers scheduled flights from all the major airlines. Please note that in certain cases these flights may be indirect and fly via other airports. The connection airports will be clearly shown on the results screen and if you click “more flight detail”. You are also responsible for ensuring that you have the correct visa(s) for any en-route intermediate stops as well as for your final destination.
If you have any concerns regarding visas please contact our call centre before making an on-line booking. myvienna.co.uk cannot be held responsible for an airline refusing to board you, your being turned back to your origin point en-route or any additional costs incurred as a result of any failure by you to hold the correct visa or other required documentation.
Please note that it is your responsibility to ensure that all travellers booked (including children and infants) hold a valid passport document. myvienna.co.uk cannot be held responsible for any financial loss incurred due to passports not being valid or not being processed in time by the relevant embassy, or any other immigration formalities not complied with.
myvienna.co.uk is not qualified to give any information regarding health requirements. We suggest that you contact your doctor for all questions regarding health requirements for your final destination and any en-route intermediate points.
Up to date travel advice can also be obtained from the Foreign & Commonwealth Office on 0207 238 4503 or their website www.fco.gov.uk.
6.0 : Insurance
We recommend that all passengers take out adequate travel insurance. It is a condition of booking with most Principals that adequate insurance cover is arranged 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. Some airlines or Principals may prevent you from travelling, if proof of insurance cannot be provided. We can introduce you to suppliers of suitable cover if required. We accept no liability arising from your failure to obtain adequate cover. If you have booked your insurance through a supplier introduced by us, you will receive a confirmation policy document prior to travel.
7.0 : Financial Protection
In the unlikely event of myvienna.co.uk going into administration passengers who have purchased a flight + hotel package from us will be covered by the CAA under the ATOL scheme. Our ATOL licence number is 5092.
Passengers holding a confirmed air ticket are covered by the airline named on the ticket with whom your contract is with.
In the unlikely event that your airline goes into administration you will be covered under the scheduled airline failure cover provided by myvienna.co.uk. Scheduled airline failure protects you as follows:
- Full refund of monies paid for the cost of the original ticket when travel has not already commenced.
- Refund of additional flight only costs relating to repatriation to your original point of departure.
8.0 : Special requests and assistance
As part of the booking process for flight tickets or hotels you are given the option to enter the details of any relevant frequent flyer programme of which you are a member. Please note that any such frequent flyer programme is subject to the terms and conditions of the airline through which it is offered. Those terms and conditions may not give rewards on all types of fare and class of service. Please contact the airline or hotel in charge of your frequent flyer or hotel loyalty programme if you are unsure of its terms and conditions. Please note that our Travel Suppliers have their own rules and regulations with regard to loyalty cards. If you have any questions, please contact them directly.
In relation to the 'special requests' options relating to any product (e.g. dietary requirements, room types, disabled facilities, child seats etc.), myvienna.co.uk does not guarantee any such requests but will pass these requests on to the Travel Supplier/hotel. It is your responsibility to confirm with the Travel Supplier or hotel whether such special requests can be fulfilled. In the event you have been charged a separate fee for a special request which can then not be fulfilled by a supplier, a full refund will be made to you for this.
Expectant mothers: Airlines have different rules regarding the upper limit beyond which they would permit a pregnant woman to fly. As a general guide, almost all airlines decline to fly a woman beyond 36 weeks of gestation. In the phase between 28-36 weeks, most airlines will require that the passenger bring her doctor’s letter stating that she is fit to fly and unlikely to go into labour within 36 hours. The cut off points for a woman carrying twins is likely to be much lower. We advise all expectant mothers to check with your GP before making any travel plans and to provide us with a written confirmation of your pregnancy and your GP’s letter as detailed above which will be acknowledged in writing by us. This will be passed to the airline so that you may be permitted to board the flight without any hiccups. Without this confirmation and GP’s letter in place, you may still be issued with travel documents but we cannot guarantee you will be permitted to fly. As travel agents, we tend to take the word of the passenger as truth when it comes to disclosure of any material fact that may affect the passenger’s booking including if a female passenger is pregnant and how far along in the pregnancy she is. The travel agency places trust in the pregnant passenger to adhere to the Terms & Conditions and disclose the fact of her pregnancy at time of or before booking.
In all cases of special or other requests, please remember that in most cases, the booking is made online or over the telephone and we do not get to meet you. Without meeting you, we cannot establish any material fact as to your disability or pregnancy or other special condition which may or may not be apparent physically. We, therefore, require you to disclose any such facts that may affect your booking to us.
9.0 : Payments
With online & telephone confirmed bookings, your card will be debited immediately in order to avoid any loss of fare/holiday booked. Should payment be successfully charged to your card but the bank has not given us a full go-ahead due to a variation with some detail supplied by you, (incorrect billing address; expiry date; issue number; security code or cardholder name), further documentation will then be required in order to verify the cardholder's credentials. It is highly recommended that you provide this information at the earliest opportunity to avoid loss of booking/fare.
If you pay online you will be given the option to pay via 'Authentication by Visa, MasterCard or Maestro', (ie: your payment is verified by your card provider by entering a password also known as '3D Secure Payment'), you will not be required to provide any further documents to us to prove your identity. This excludes the provision of Advance Passenger Information (API) as detailed below.
If you do not use the 3D secure payment method, as above, we may ask you to provide additional documentation to minimise the effects of credit card fraud. We reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or post to us proof of your identity (passport copy, recent utility bill) and a copy of the front and back of your credit card (with all but the last 4 digits blacked out along with the security code blacked out) before issuing any tickets. Please be aware that failure to provide such documents or late submission may mean the loss of the travel products being held and possible cancellation fees. Flight seats can generally only be held at the confirmed price for a maximum of 24 hours and you will be liable for any additional costs due to late submission of documents.
* All confidential information is destroyed after verification.
The above documents must be sent to us within 24 hours of making the booking & certainly before the departure date. The reason for this deadline is to ensure that any fares booked do not expire & you are not, therefore, asked to pay a surcharge in the event of a fare change. If you are experiencing problems in sending us your documents within the stipulated period, please contact our call centre as a matter of priority and an extension will be made if possible. However, if you do not send us the requested documents within 24 hours and do not advise your travel consultant of this delay, your booking may be cancelled and a nominal admin fee not exceeding £50 may be charged'*. If you decide to rebook with us, the cancellation charge against the original booking will not be waived against any new booking.
In parties of two or more persons, the person who makes the booking or who makes the payment accepts the responsibility of making all payments to us for all members of the party and will receive the travel documents and other information on behalf of his/her party once all outstanding balances are cleared. Should one or more of the party members decide to cancel, any cancellation charges must be met by the cardholder / lead party member in order to complete the booking and receive travel documents on behalf of the rest of the party. If payment is not received for the cancelled members, travel documents will not be released to the remaining passengers. In most cases, full payment is required at time of your online booking.
In most cases, full payment is required at time of your online booking. In some cases, such as a telephone booking, a deposit payment may be sufficient to hold the seat, hotel, cruise, wedding date or other service (but not the price) and we shall notify you of the date by which the balance payment is due. It is recommended that balance payments are made by the stipulated time as if you do not pay on time you may lose the booking/fare and be responsible for paying any fare difference. Your final travel documents will only be released to you once full payment is in place.
Any deposit payments made are non-refundable.
Before payment is received in full, myvienna.co.uk or the Travel Supplier is not obliged to issue any tickets, confirmations, vouchers, or other travel documents. However, you shall in all cases remain liable for payment of the amounts agreed for the travel products and services ordered. Prior to full payment the cost of services may increase, you will be liable for any increase in cost prior to full payment being received. In all cases we will contact you and give you the opportunity to pay in full to avoid paying such increases.
Payment can be made by all major debit and credit cards, cheque, bank transfer, in person at our office and by PayPal, as detailed on the Site. myvienna.co.uk reserves the right to charge you in addition for any handling fees we or the Travel Supplier incur in relation to bookings made by credit card. You will be notified of the relevant charges at the time of booking. myvienna.co.uk reserves the right to pass on any charges relating to card charge backs or payment disputes. If your booking is being paid for with a third party credit card we require written authorisation to be provided by the card-holder.
myvienna.co.uk reserves the right only to deliver e-tickets, confirmations, e-vouchers or other travel documents to your credit card billing address or e-mail address provided at time of booking when authorised to do so by the credit card issuer. All e-mail addresses used must be valid at the time of booking.
*IMPORTANT: in some cases, the E-Ticket / holiday documentation will already have been issued at the time of booking. This is due to your having chosen an instant-purchase or promotional fare at the time of booking. Such bookings will be issued immediately as otherwise the fare / holiday price may increase or the booking may be auto-cancelled but the E-Ticket / holiday documentation will not be released to you until the requested documentation is received by us. In cases where the documentation is not received by us and tickets / holiday documentation have been issued, a 100% cancellation charge will be applied.
Documents may be sent to us in one of the following ways:
Via fax : (0044) 208 554 0202
Via email : firstname.lastname@example.org
In person or via post : Vacation House, 372-374 Cranbrook Road, Gants Hill, Ilford, Essex, IG2 6HW, UK.
*All confidential information is destroyed after verification.
9.1 : Declined payments
Should payment be declined, we shall contact you for another card or payment method. It is highly recommended that you provide alternative payment details at the earliest possible opportunity in order to avoid loss of booking and/or increase in price.
9.2 Third Party Payments / Overseas Cardholder Payments
If you are travelling but are not the cardholder (third party booking) OR if you are an overseas cardholder (with a billing address outside of the UK), we shall require the cardholder to expressly authorise the payment to us. This will include providing proof of cardholder identity in one or more of the following ways:
- Copy of front/back of the card used for payment with all numbers blacked out except the last 4 numbers
- Signed letter of authorisation from cardholder
- Recent bank statement showing cardholder name & billing address (you may black out all other confidential information)
* All confidential information is destroyed after verification.
You may, of course visit us in person at our offices in Essex to make payment in person in which case the above data will not be required.
An alternative method of payment will be to pay via bank transfer to any Barclays Bank and we will refund you in full for any payment made by credit/debit card.
10.0 : No Show
A 'No-Show' occurs when you fail to turn up on the day of departure for your flight or at your hotel on the booked arrival date and where you have not cancelled your flight/hotel /train or other reservation in advance of the departure date. Any such cancellation would need to have been received by myvienna.co.uk via email. Please note that, in relation to flights, a 'No-Show' for a flight may result in your ticket being cancelled by the airline and therefore may not be refundable. Any re-issue or change of date will be at the discretion of the airline. Any un-cancelled, non-arrival at a hotel will be treated as a 'No-Show'.
In some cases when you are unable to take your flight and the ticket is non-refundable, you may be eligible to claim some or all of the taxes charged at the time of purchase. If you wish to make a claim for any taxes that may be refundable please do so in writing to the following address: Tax Refunds, myvienna.co.uk Limited, Vacation House 372-374 Cranbrook Road Gants Hill IIford Essex IG2 6HW. Please note that refunds can only be processed to the form of payment used at the time of booking and that all refunds are subject to the relevant airline's policy and a £50.00 per person Administration Charge.
11.0 : Refunds
Refunds will be processed to the original form of payment used at the time of booking. This will be made payable to the person who made the original payment. When processing a refund for a flight ticket, please be aware that not all taxes are refundable. A tax refund will be processed in accordance with the relevant airline's refund policy. Taxes fluctuate in line with exchange rates. Not all airline tickets are refundable. We make all effort to refund you as soon as possible; however, delays can occur when we are waiting for monies to be returned from your airline or other travel providers.
Partial refunds for unused flight sectors:
Where refunds are permitted on partially used tickets, these are calculated by the airline based upon the value of the unused sector(s). Please note that the value of a return journey will not be equal to half of the original fare paid as a significant proportion of the fare is made up of UK government taxes. Many of these taxes are deemed to be used once the outbound journey is started and are therefore non-refundable.
The current applicable UK taxes are as follows:
- GB tax: £78
- UB tax: £14
- YQ tax: £200 - £225
To make a refund claim, you will need to email email@example.com with full details of passenger name/s, booking reference and ticket number.
myvienna.co.uk reserved the right to change an administration fee for processing a refund.
12.0 : Queries and Complaints relating to your Booking
Please contact our customer services team via the CONTACT US tab on this website if you have any other enquiries relating to your booking prior to departure.
If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel whilst there. We suggest that in the case of hotels you take photographic evidence. If the matter cannot be resolved by the Travel Supplier, please contact us on 0044 (0)208 518 1010 (or) 0044 (0) 208 518 9100 out of in order to afford us the opportunity of trying to rectify the matter to your satisfaction.
If you have any other enquiries or complaints relating to your booking during your stay, please contact our customer services team on your return (firstname.lastname@example.org) and no later than 7 days after it giving your booking reference and all other relevant information. If we or any of our Travel Suppliers require further information you must supply that promptly in writing. This simple procedure must be followed as we and our Travel Suppliers need to be able to investigate the problem and, where possible, rectify it quickly. In relation to Flight + Hotel Packages your failure to comply with this procedure could result in us being unable to accept responsibility.
Additional information regarding complains and procedures can be found at http://www.caa.co.uk/default.aspx?catid=2226
13.0 : Other generally acceptable terms
Your rights under EC Regulation 261/2004 if your flight is cancelled, delayed or you are denied boarding.
If you are travelling into or out of the EU, or on an EU carrier, you may have rights which you can assert against the relevant airline in the event that your flight is cancelled, delayed or you are denied boarding. For more information about EC Regulation 261/2004, please click here >
myvienna.co.uk does not accept liability where the failure to provide part or all of your booking, death or personal injury is not caused by any fault of us, our agents or Travel Suppliers.
In respect of international travel by air, sea and rail, our liability will be limited in the manner provided by the relevant international conventions.
Where myvienna.co.uk is liable for direct loss this will be limited to a maximum of the total price of the products or services in respect of which a claim is made.
myvienna.co.uk will not be liable for any indirect or consequential loss of any kind in contract, tort or otherwise arising out of your use of this Site or any of the travel products or services booked or purchased on the Site.
13.1 : Advance Passenger Information (API)
All airlines are required to collect Advance Passenger Information from passengers before travel to or from the Spain and the USA and certain other countries. You agree to supply this information to myvienna.co.uk and consent to myvienna.co.uk passing this information to the airlines who may onward disclose it to foreign authorities. If you do not supply Advance Passenger Information, you may be refused entry to these countries. It is also important that the information is accurate so that you do not have any delay when you pass through Immigration on arrival in these countries. The information you will be asked to provide will depend on the country you are visiting but will include passport information, city and country of residence and destination address if travelling to the USA (for all travellers on your booking).
If you are travelling to a country that requires Advance Passenger information, myvienna.co.uk will ask you to fill out this information on the confirmation page after you have completed your booking. If you do not have the information to hand, myvienna.co.uk will send you an email confirmation containing a link where you can enter the information manually at any time before your departure.
If you are travelling to / from or via the USA, API information is required a minimum of 72 hours prior to departure. If you are booking within 72 hours API information will be required to complete the booking process. Many airlines inhibit the issuance of tickets to / from or via the USA without API information. Failure to provide API information for flights to / from or via the USA may result in the airline cancelling your booking (both ticketed and un-ticketed). myvienna.co.uk accepts no liability for any losses or additional costs you may incur.
13.2 : ESTA
If you are travelling to or transiting through the US under the Visa Waiver Program, it's now compulsory for you to get online authorisation (an ESTA) before arriving at your departure airport. You must do this at least 72 hours before departure.
3.3 : Customer Behaviour
It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to others or which risks damage to property belonging to others (including but not limited to drunkenness, air rage) whilst on your holiday or using a service/product. If your behaviour is inappropriate and/or causes offence, or damage to others, or risks damage to property belonging to others, we and/or our Travel Suppliers (e.g. airline staff) may cancel you booking, in which case our and our Travel Supplier's responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur as a result of such termination.
13.4 : Use of the Site
The Site is provided on an 'as is' and 'as available' basis. myvienna.co.uk does not accept any liability in respect of your ability to access or use the site at any time or any interruption in that access or use or any failure to complete any transaction. myvienna.co.uk does not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.
13.5 : Information on the Site
myvienna.co.uk offers all of the general information on the Site for purposes of guidance only. Please note that myvienna.co.uk may at any time change any aspect of the Site or its content, including the availability of any suppliers, features, information, database or content. You need to check with the relevant Travel Supplier, destination, embassy, or tourist office to confirm the guidance is up to date. In particular, with respect to passports, visas, and vaccination requirements, myvienna.co.uk does not guarantee that the information is always up to date and it is your responsibility to ensure that you understand and comply with all relevant passport, visa, and vaccination requirements.
myvienna.co.uk does not guarantee that information on the Site (including without limitation prices, descriptions or dates) is free from errors or omissions but we will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been brought to our attention. By way of example, the majority of hotel and other accommodation descriptions are fed directly to our Site by the Travel Supplier or the hotel's themselves.
13.6 : Your Obligations
You agree to be bound by the following obligations, including without limitation:
You accept financial responsibility for all transactions made under your name or account.
You must be 18 years of age or over and have legal capacity.
You warrant that all information you provide about yourself or members of your household shall be true and accurate.
The Site must not be used for speculative, false or fraudulent bookings.
The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.
The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.
13.7 : Denial of Access
myvienna.co.uk reserves the right to deny access to the Site at any time without notice.
13.8 : Links to Third Party Web Sites
The Site may contain hyper links to external web sites owned and operated by third parties. myvienna.co.uk has no control over or association with such third party sites and no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Any and all contents on these external web sites do not reflect products, services or information provided by myvienna.co.uk. You should direct any concerns regarding any external link to the site administrator or webmaster of such site.
13.9 : Force Majeure
myvienna.co.uk shall not be liable for any failure in the course of this Agreement if the same shall arise out of a force majeure event. This shall include without limitation government intervention, wars, civil commotion, hijacking, fire, flood, accident, storm, earthquakes, pestilence, epidemics / pandemics, strikes, lockouts, terrorist attacks, or industrial action affecting myvienna.co.uk or its suppliers.
In the event that there are governmental advisories in place advising against travel to a specific destination, and where the respective airlines have authorised a full refund in the event of cancellation, myvienna.co.uk will refund in full less an administrative fee of Â£50 per person. If you choose to make a new booking with us, this fee will be adjusted against the new booking (i,e, the new booking will be discounted by this amount) and you will just pay any fare and/ or tax difference. If the new fare is lower than what was originally paid, the difference will be refunded to you using the same form of payment that was used for the initial booking.
13.10 : Currency Converter
Currency rates quoted in the Site are derived from a number of sources and may not in all cases be updated daily. You may wish to verify actual rates on the date of booking. In addition, where hotels are payable on check-out, the exchange rate may have changed since the time of booking.
13.11 : Security Policy
myvienna.co.uk uses secure technology in order to safeguard personal information and financial transactions. myvienna.co.uk complies with the procedures and security standards as further set out in the myvienna.co.uk Security Policy >
13.12 : ATOL
Flight + Hotel holidays shown are ATOL Protected by the Civil Aviation Authority under ATOL5092. Not all holidays or travel services offered and sold by us will be protected by the ATOL scheme. If your booking is ATOL protected, this will be clearly stated in your confirmation email. Visit www.atol.org.uk or please contact us if you want to know more.
13.13 : Changes to Terms and Conditions
myvienna.co.uk reserves the right to change or update the Terms and Conditions relating to use of the Site from time to time without prior notice to you. The current version of the Terms and Conditions will be displayed within the Site from the date on which any changes come into effect. Continued use of the Site following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
13.14 : Governing Law
These terms and conditions form a contract between you and myvienna.co.uk Limited, which is governed by English law. You agree that any disputes will be dealt with in the English courts.
The Site is offered to you by myvienna.co.uk Limited, whose registered office is at Vacation House 372-374 Cranbrook Road Gants Hill IIford Essex IG2 6HW. All legal documents should be sent to this address. All correspondence regarding customer service should be sent to myvienna.co.uk, Vacation House, 372-374 Cranbrook Road, Gants Hill, IIford, Essex, IG2 6HW.
- Wizz Air