Terms and Conditions

Coronavirus Update

IMPORTANT INFORMATION: It is the passenger’s responsibility to check if they are required to take a PCR test before departure / arrival, as well as to check and comply with the quarantine rules in the country they are travelling to and for return to the UK; and to make sure your travel insurance is up to date.  

For the most updated information on Government regulations, visit www.gov.uk/uk-border-control . 

Please note that at this ever-changing time Governments across the world are opening and closing borders at different times and for different lengths of time. These are decisions beyond Soliman Travel’s control. Any request for refund or change for cancelled flights will incur a £40 administration fee per person, in addition to any fees and costs charged by the airlines. Airlines are taking exceptionally long times to process refunds and return funds to travel agents – your refund will be returned as soon as we have received it from the airline, subject to their rules and fees. This may take 24 weeks or longer.

Soliman Travel acts as an agent on behalf of the airlines and we do not hold customer funds. As such we have had to wait for refunds from airlines, many of whom have been extremely slow. Some airlines have been avoiding refunds entirely and are only issuing future travel vouchers or refund credit notes.

Booking with an agent versus with an airline – who is responsible for what?  

Whereas airline websites will only promote and sell their own product, and that of their codeshare partners, booking with a travel agent gives you the flexibility to compare multiple airlines in one place and choose the airline that best suits your needs whether it’s an early departure time, fares that include baggage or the airline that gives you the most frequent flier rewards.  

Once you have chosen your flight, make payment and receive your E-Ticket our service is complete. The responsibility then falls to the airline to operate the service you have paid for or provide you with a suitable alternative. If the airline changes their flight schedule or cancels your flight, as an agent we provide our service again to rebook, process your refund or provide vouchers for future travel dependant on the airline’s rules and regulations.

Why does it take so long to get a refund? 

Due to the amount of tickets we issue, exchange and refund daily, we pay and receive money from the airlines in bulk. This is facilitated by IATA (International Air Transport Association) and is known as BSP (Billing Settlement Plan). This means that the airline will have been paid for your ticket no later than 15 days after your ticket was issued regardless of your departure date. The same procedure applies when we request refunds or travel vouchers. This is a twice monthly cycle. This is not specific to Soliman Travel and many travel agents work on this model. 

We understand in these uncertain times, after the disappointment of having your flights cancelled, that you would like to be refunded as soon as possible. In normal times, refunds normally take 4 weeks to be approved and processed. However, during the COVID-19 crisis most airlines have suspended the automatic refund request procedure. Only in the past month, a few airlines have started to re-open the refund request system, going through the back-log of refund request, approve and process them. We have been working closely with airlines to ensure better outcomes for our customers. As soon as we receive the funds from the airlines, these are being refunded to the relevant clients.

Why do we charge an administration fee if the airlines are refunding in full? 

For each ticket you buy you are paying for two separate services. One is a service charge for the agent, and one is the cost of the ticket which is passed onto the airline. We do not separate our service charge so you will just see one price. As an agent for the airline our service is provided as soon as your E-Ticket is delivered to you. This service is provided regardless of whether you then go on to use your ticket or not or whether the airline provides their service or not. 

When your flight is changed or cancelled by the airline, we provide our service again by applying for your refund, assisting you with rebooking flights or claiming airline vouchers for you to exchange your tickets at a later date.  

If the airline is unable to operate the flight you have purchased a ticket for, they are responsible for either refunding the cost paid to them for your ticket without charge or providing what they deem as a suitable alternative i.e. rebooking onto a flight which is operating earlier or later or providing you with a voucher for a service that will operate in the future. If you choose not to accept a reasonable alternative and opt for a refund we deem this as you choosing to cancel your booking and as we are providing our service again and our administration fees are applied before refunding you.  

What to do if your chosen airline is only offering vouchers or date changes?

We act as an agent for the airline and you accept as part of our Terms & Conditions when you book that your rights in relation to cancelled flights are governed by the airline you choose. This is defined as (a) Carriage on another flight with the same airline without additional costs; (b) Re-routing to your destination with another carrier with or without additional costs; (c) Receiving a full refund which we receive back from supplier/airline with a deduction of non-refundable charges incurred by us at the time of the original booking and a small administration fee; or (d) Some other right or remedy. 

In normal circumstances the airlines are obliged to give a refund if you cannot accept the alternative flights they are offering. As a travel agent we can then either pass the refund onto you or use the refund to issue you another ticket on another carrier. Due to the unprecedented impact of COVID-19 on the travel industry we have seen that some carriers are not offering refunds and are instead offering free of cost date changes or vouchers to exchange against future travel. Where possible we would encourage you to accept either of these alternatives.  

Most airlines are offering a 12 month rebooking policy and some have recently extended this to 24 months. Some airlines have removed the access for travel agents to process refunds as per the normal refund guidelines and settlement plans as described above. In this case we are provided with an alternative refund application process which puts forwards our refund requests to the airlines for consideration but does not provide you with an automatic refund approval. This is known as BSP Link. The airlines have the right to reject such requests for reasons including but not specific or limited to the following: 

  • The flight operated but as a passenger you were unable to travel due to actions imposed by the UK government or entry requirements imposed by the country you are arriving into or transiting through including mandatory quarantine on arrival 
  • The flight operated but you choose not to travel through fear of the pandemic or because the event you were travelling for was no longer taking place 
  • The flight operated but you could not travel due to advice given by the FCO 
  • The flight you choose was cancelled and merged onto another flight which operated but you choose not to travel for any reason including those above 

We are willing to assist you by submitting refund applications via the alternative process, but we are expecting a significant delay in responses. It is therefore important for you to provide as much information as possible when requesting a refund including why are you are unable to accept the vouchers or date change options. If your refund application is rejected, we will update you with the response given by the airline. We will also provide you with a refund application number for your records. If your refund application is rejected by the airline you can still claim a voucher for future travel provided you have cancelled your booking before your scheduled departure date.  

Booking Conditions 

  • At this ever-changing time Governments across the world are opening and closing borders at different times and for different lengths of time. These are decisions beyond Soliman Travel’s control.
  • Soliman Travel acts as an agent for the airline and you accept as part of our Terms & Conditions when you book that your rights in relation to cancelled flights are governed by the airline you choose. 
  • All flights are subject to the rules and regulations of the airline at the time of booking. Some flights are non-refundable and cannot be changed. 
  • Any request for refund for cancelled flights will incur a £40 administration fee per person, plus any costs charged by the airline.
  • If permitted, any changes to your bookings, will incur a £40 administration fee per person, plus any costs, fare and/or tax difference charged by the airline.
  • Airlines are taking exceptionally long times to process refunds and return funds to travel agents – your refund will be returned as soon as we have received it from the airline, subject to their rules and regulations. If accepted by the airline, this may take up to 18 weeks.
  • Most airlines are only offering refund credit notes (vouchers) and not processing refunds.
  • It is the client’s responsibility to check and comply with any quarantine rules, entry and exit requirements at arrival and return destinations; and to check with your insurance if you are appropriately covered. Please allow enough time for extra security checks at airports.
  • For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information, check gov.uk/foreign-travel-advice

 

 

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Disclaimer

Soliman Travel has tried to ensure that all the contents of this website, as well as in our promotional material, are accurate and up to date. However, supplier information and availability of offers, tours, accommodation and other services are subject to change and regrettably errors can occur. We reserve the right to amend any information at any time. We will not accept liability for any loss, damage or inconvenience as a result of the use of or inability to use any information on this website. Visitors who use this website and rely on any information do so at their own responsibility and risk. Soliman Travel takes no responsibility for the contents of linked websites and links should not be taken as endorsement of any kind; we have no control over the content and availability of any external websites. A number of images in this brochure have been used by kind permission of our business partners and are protected by copyright.

General information

Passport and visa information for British Citizens

To travel, you need a passport which is valid for 6 months after your date of return. It is your responsibility to ensure you have the correct documentation and visas (where required) for all sectors of your trip. Failure or inability to obtain all required visas for whatever reason does not entitle you to cancel without paying the applicable cancellation charges.

Holiday insurance

Please ensure you, and all members of your party, take out adequate travel insurance with full cancellation cover. It is advisable you take out the insurance at the time of booking as cover can commence for pre-departure cancellation from the policy issue date.

Travel Aware – Preparing for safe and healthy travel abroad

The Foreign and Commonwealth Office (FCO) provide the latest travel advice by country including safety and security, entry requirements, travel warnings and health. For the latest FCO advice please refer to www.gov.uk/travelaware.

It is essential that you visit your GP or a travel clinic prior to your travel to make sure you have taken all the necessary health precautions. Your itinerary may include sections where you visit areas of high altitude. If you suffer from circulation, heart or respiratory problems we advise that you consult your doctor. A sudden change of diet, especially when it includes oil or spices, can lead to stomach upsets, something which usually clears up quickly, but if you are concerned please consult your doctor in advance. As a general rule, the following might help you avoid becoming unwell when away from home:

  • avoid drinking tap water; mineral water is quite cheap
  • wash and peel all fruit if you have bought it locally
  • avoid eating salads in local or non-international restaurants and hotels.

If you have an airborne nut allergy you must make us aware at the time of booking as most airlines require this information well in advance of travel. Please note, all special meals for flights must be requested at least 72 hours in advance.

Current travel health information can be found by visiting www.travelhealthpro.org.uk a resource set up by the Department of Health. The advice can change on all sites so please check regularly for updates.

Airport assistance and transfers

Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. In some cases, these can be arranged at extra cost; and in some cases, these are included in your quote and itinerary. Please refer to your final itinerary confirmation for the appropriate contact details should you need assistance whilst on holiday.

Meals

The meals included in your package will be specified in your confirmation itinerary. Beverages are not included. Full Board indicates breakfast, lunch and dinner; half board is breakfast and dinner. Breakfast can be continental or full buffet, depending on the hotel. No refunds are given on meals not taken.

Tours

All tours included in your package will be specified in your confirmation itinerary. Occasionally, entrance fees will be charged extra on location and will also be specified. No refunds are given on tours not taken.

Tips and gratuities

In many countries, it is customary to give a tip in recognition of good services. Whilst offence may be caused when such, however small, is not offered, gratuities are nevertheless discretionary.

Flights

There can be some confusion on the difference between a direct flight and a non-stop flight. On a direct flight, no change of aircraft is scheduled but touchdowns can be made either to refuel or board/disembark passengers. On a non-stop flight, no change of aircraft is required and no stops are made. The flight times given in this website 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).

Flights are often fully booked and therefore your choice of seat may not be available. It is not guaranteed that your party will be seated together. We strongly recommend that you check-in early if you have particular seat requests. Some airlines now offer paid-for seating; please ask your travel consultant for further information.

Reconfirmation of domestic or international flights

If your flight tickets were issued by Soliman Travel, it is our responsibility to reconfirm your outbound/return flights for you. If, however, they were not issued by us, you must reconfirm your flights at least 72 hours before departure.

Flight changes and delays

All flight times and days of operation are subject to change. We will advise you of any significant change as soon as we are notified by the airline. Where long flight delays result in lost holiday time, no refunds are given by hotels for unused accommodation. Soliman Travel has no control over such decisions, and is therefore unable to accept responsibility for them. We strongly recommend you have adequate travel insurance for your holiday. Smaller airlines are likely to change their schedule at short notice. We will endeavour to inform you of any changes in advance of travelling but this may not always be possible.

Accommodation

Accommodation is in standard rooms/cabins unless otherwise stated. In many hotels, especially beach resorts, insects in rooms are almost inevitable, and should by no means be taken as a sign of dirtiness. Please note that special requests (eg, sea view) are subject to availability and additional payment. Due to mooring restrictions, Nile cruise ships may have to tie up alongside one another, which can limit the view from your cabin and will involve a walk through one or more vessels to reach the bank.

Building and development work

Many countries are developing are their tourism infrastructure and therefore there is the likelihood that there may be some construction work near your hotel/resort. Many hotels and resorts are continuing to develop rapidly and often with little or no advance warning. Whilst we have no control over such work, we shall endeavour to inform you of such happenings if and when we are so informed.

Checking in/out times

Generally, unless stated otherwise, hotel rooms will be available for check-in at 3pm and should be vacated between 10am and midday, irrespective of your arrival or departure times. On some occasions, it may be possible to obtain a day room subject to availability and extra payment.

Terms and booking conditions

Please read the booking conditions carefully, as they form the basis of your package holiday contract with Soliman Travel and set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read these terms and conditions and agree to them.

Our commitment to you

Providing your holiday

Your holiday contract is with SOLIMAN TRAVEL LTD., a fully bonded member of ABTA and licensed by the Civil Aviation Authority. We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence, we reserve the right to amend brochure or itinerary prices, and to decline any booking. The booking is not accepted until the date shown on the balance invoice, which will be sent to you or your Travel Agent. It is only then that a binding contract exists between you and us.

If we change your holiday before your departure

We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. However, we plan arrangements many months in advance of your holiday, and use the services of independent suppliers (airlines, hotels etc.) over whom we have no direct control. Therefore, on occasion changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider it a major change we will endeavour to advise you or your Travel Agent as soon as reasonably possible. We consider a major change to be one where there has been a significant change of accommodation/resort to that of a lower category and/or price, change of flight time of more than 12 hours, and/or change of departure airport (except between London airports). In the case of your being advised of a major change before your departure, you then have the following options:

  1. Accept the alternative offered
  2. Choose and purchase another available holiday from us at the appropriate price
  3. Cancel your holiday and receive a full refund of all monies paid to us

Whichever you choose, we will pay compensation of £30 per person if a major change is notified to you or your travel agent within 61 days of your scheduled departure date.

IMPORTANT NOTE: We will not pay any compensation for changes which arise as a result of situations beyond our control. For example, technical or maintenance problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, refusal of landing rights by the CAA to any airline. This also includes any other acts of force majeure, namely: war or threat of war, terrorist activity, riots, civil strife, strikes and other industrial disruption, natural disasters, fire, quarantine, epidemics, bad weather conditions, Government action, or other such unforeseen events.

If we change your holiday accommodation whilst in resort

We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation is not available when you arrive at your resort. If this happens, we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the brochure price between the accommodation booked and that available, and will pay £30 compensation per person for any inconvenience.

If we cancel your holiday

We reserve the right to cancel your holiday for any reason. However, we have no intention of cancelling your holiday within 61 days of departure unless it is for a reason outside our control (see IMPORTANT NOTE). If we have to cancel your holiday, we will offer you:-

  1. An alternative holiday of comparable type, though if the alternative offered is at additional cost, the difference will be payable by you, or
  2. A full refund of all monies paid

In both cases, compensation as offered for major changes will also be paid. The above will not apply where the cancellation by us arises out of non-payment or late payment of any part of the cost of your holiday, or for alterations requested by you within 61 days of departure, when amendment or cancellation charges will apply.

Your holiday arrangements

Soliman Travel Ltd. is a member of ABTA and is licensed by the Civil Aviation Authority, ATOL No. 2556 and bonded with major banks and insurance companies to protect customer holiday payment and repatriation. The price of your travel arrangements is calculated using official exchange. The price of your holiday quoted is subject to change prior to booking. However, the price we confirm at the time of booking is the price we guarantee.

We will accept liability for matters which arise as a direct result of our negligence and/or breach of our contractual duty to exercise care in making arrangements for you, including any acts or omissions by our employees or agents. Furthermore, we will accept liability for any negligent act or omission of our suppliers, whilst they are acting within the scope or in the course of their employment to provide any service or arrangement forming part of the holiday that you have booked with us, including any claim involving death, personal injury or illness.

Soliman Travel has no control over operational decisions which may be taken by Air Carriers and airports resulting in delays, diversions or rescheduling and is therefore unable to accept responsibility for them. It is important to note that travel with a particular carrier will be subject to the conditions of carriage of that carrier, some of which may limit liability. In respect of carriage by air, sea and rail and the provision of accommodation, our liability in all cases will be limited in accordance with the relevant international conventions.

Personal injury claims (unconnected with arrangements made by us)

Should you or any member of your party suffer illness, personal injury or death, through any misadventure during your holiday out of an activity which does not form part of your holiday arrangements, nor part of any excursion sold through us, we shall offer you, subject to our reasonable discretion, assistance in pursuing any claim you intend to make against the offending party, provided that you request such assistance within 90 days from the date of the misadventure.

Unused services

No refund or compensation will be made or given for any unused hotel/cruise accommodation, meals or any unused services or features of the tour/holiday; nor will such be exchangeable for any other accommodation, meals, services and features.

Dealing with complaints

We are a member of ABTA (V829X) and are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We certainly hope that we can settle any holiday complaints amicably, however, should this prove not to be the case you may wish to refer any unresolved matters relating to this contract to ABTA's scheme for the resolution of disputes, which is approved by the Chartered Trading Standards Institute. You must have previously filed your complaint with ABTA in order to qualify for their ADR services. For more information please visit: www.abta.com.

Jurisdiction

This agreement shall be governed by English law and be subject to the exclusive jurisdiction of the English courts.

Data protection policy

To process your booking, send you a brochure or respond to an enquiry, we need to collect personal data from you. This may include names and contact details, payment information and special requirements such as those relating to any disability or medical condition which may affect holiday arrangements and any dietary restrictions which may disclose your religious beliefs ("sensitive personal data"). To arrange and provide your holiday services, we may have to share your personal information with third parties (including airlines, local accommodation or service providers). We pride ourselves on the quality of our sales staff. We are committed to on-going training, part of which sometimes involves the recording of phone calls. The person who makes the booking is responsible for ensuring that other members of your party are aware of our T&Cs and that they consent to your acting on their behalf in your dealings with us.

Your commitment to us

Booking your holiday

When you or your Travel Agent wishes to confirm a holiday booking, you must sign a Soliman Travel Booking Form and pay a non-refundable deposit of £125 per person, 10% of the holiday cost, whichever is greater or any higher deposit which applies to your holiday. The amount will be advised by your reservations consultant. When you sign the Booking Form, you are confirming that you understand and have accepted our commitment to you (our Code of Conduct), and the important General Information. You are also accepting that the terms of our commitment to you form the basis of any contract between Soliman Travel and yourself, which is subject to English Law and the exclusive jurisdiction of the English Courts. The person signing the Booking Form warrants that he or she has the authority of all other persons included in the holiday to make the booking on their behalf.

Paying for your holiday

After your booking is taken and a deposit received, a balance invoice will be sent to you detailing the total amount due. Full payment is due not less than 61 days before departure. If you do not pay the holiday cost in full 61 days before departure, we reserve the right to cancel your booking, and cancellation charges will apply. If you make a holiday booking within 61 days of your departure date, then you must pay the full cost of the holiday at time of booking. Any monies paid by you to a Travel Agent acting on our behalf are held by the Agent on our behalf at all times.

Making changes to your holiday booking

When booking your holiday, if you wish to make a modification to a holiday shown in the brochure, we will try to assist. Should you wish to change to an alternative featured hotel, this will be charged at the difference in published price, subject to availability and change. If we have to make a special request for alternative or extra space, an administration fee of £50 per booking will be charged. If you want to change any part of your holiday arrangements after the balance invoice has been issued, this can be done (up to 61 days prior to your departure) for a charge of £50 per booking, subject to availability and any extra costs incurred. If you want to make any changes within 61 days of your departure date, then these will be treated as a cancellation of the original booking and cancellation charges will apply.

Tours - general health requirements

Most of our tours are not suitable if you have any disability or have reduced mobility (including being confined to a wheelchair). Therefore, in the interest of safety and comfort for all groups as a whole, you must be fit enough to participate or alternatively you must have an able bodied carer to assist you throughout the tour. Please note that some of the featured touring itineraries may involve early starts and long days, with substantial travel between featured sites and destinations. As vehicle and road standards may not be comparable to that of the UK, please keep this in mind when considering any personal health concerns, as well as your general comfort.

Cancelling your holiday

If you or anyone on your holiday booking decides to cancel the holiday, we must be notified of the decision IN WRITING. The cancellation will take effect from the day the written confirmation is received.

Please note that some holiday bookings are subject to a 100% cancellation fee – this will be advised to you at the time of booking.

The following scale of charges will be payable depending upon when the notification of cancellation is received:

  • Prior to 61 days: deposit forfeited
  • 60 – 42 days: 30% of total holiday cost
  • 41 – 28 days: 50% of total holiday cost
  • 27 – 7 days: 75% of total holiday cost
  • Less than 6 days: 100% of total holiday cost

Insurance

You and all members of your party must have comprehensive insurance cover, adequate to your needs, when travelling. Please purchase this from your bank or your insurance broker. Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. Note that special insurance may be required if you intend to scuba dive or undertake any other dangerous or sports activities. Please keep your insurance details with you whilst on holiday.

Transferral of bookings

If you are unable to travel, in certain circumstances which we consider reasonable, we may allow you to transfer your booking to another party. However, the arrangements must remain EXACTLY the same and, will only be allowed if all suppliers (ie. airlines, hotels, cruise ships) are prepared to accept the transfer. In cases where a transfer is allowed, an administration charge of £50 per person outside 61 days of departure, and £100 per person inside 61 days, will be made, plus any charges that may be levied by suppliers.

If you have a complaint

If you have cause for complaint about accommodation or any other services whilst on holiday, you must bring it to the attention of the Company’s Local Representative or Agent, so that the problem may be amicably resolved without delay. This should be backed up by a letter signed by you and our representative before you return home, followed by a further letter to Soliman Travel Ltd., to be received within 28 days of the end of your holiday. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon your return: this may affect your right to claim under this contract.


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Why choose Soliman Travel?

Established 1979

We are still owner-managed and retain a friendly, personalised, hands-on approach.

Book with confidence

Fully bonded travel agency & tour operator registered with IATA, ABTA & ATOL.

Tailormade

Holidays designed completely to your vision, interests and budget.

Rewards

Special perks: extra baggage allowance; longer deposit times; flexible booking conditions; loyalty card.