Condor Breaks Booking Conditions

In addition to our Conditions of carriage which are available on request or on our website (hereinafter the “ Website”), holidays comprising a combination of a ferry ticket and arranged accommodation through us (other than on board accommodation) or any additional attraction tickets or excursions offered as part of an advertised package or tour (i.e. package holidays) are subject to these terms and conditions (hereinafter the “ Terms”).

If you have booked a ferry-only ticket with us, these Booking Conditions will not apply. Please instead see our Terms and Conditions – Ferry only

Our aim is for our Terms to be understandable and easy to read, however, if you have any further questions then please contact us and we will be happy to help you.

 

GENERAL INFORMATION

Your holiday is supplied amend to: Condor Breaks, also known as Condor Ferries Holidays Ltd, will provide your holiday. Our address is New Jetty Offices, White Rock, St Peter Port, Guernsey, GY1 2LL, and our registration number is 38992. Condor Breaks will handle your reservation, communications, and payments. We can be reached at 0345 609 1026 or via email at contactcentre@condorbreaks.com.

Condor Breaks is the organiser of any package holiday booked through us for the purposes of The Package Travel and Linked Travel Arrangements Regulations 2018 (the " Regulations"). The combination of travel services offered to you is a package within the meaning of the Regulations. Therefore, you will benefit from all EU rights applying to packages. Condor Breaks will be fully responsible for the proper performance of the package as a whole. Condor Ferries sells package holidays under the ‘Brittany Ferries’ brand. Condor Ferries remains the Carrier.

More information on key rights under the Regulations can be found at the end of these Terms.

We provide full financial protection for our package holidays through a bond held with the Association of British Travel Agents ( ABTA), for more information please visit www.abta.com.

In all cases all holidays are subject to availability, as are any promotional fare types offered in conjunction with holiday accommodation.

The lead name on the booking will be the person responsible for the booking (the “Lead Name”). The Lead Name must be at least 18 years old at the time of booking. The Lead Name confirms that all passengers agree to be bound by these Booking Conditions and that the Lead Name has the authority to accept and does accept these Booking Conditions on behalf of all passengers.

The Lead Name shall be responsible for paying the deposit, and the full price, for making any amendment and cancellation requests, for paying any additional charges in relation to the booking and for all other matters concerning the booking.

At the time of booking, the following information will be required where applicable: vehicle registration number, passengers’ first names, surnames, dates of birth, gender and nationality. The Lead Name must ensure and hereby confirms that the details provided for all passengers to the booking are full and accurate. The Lead Name must also check all descriptions on the travel documentation received after booking and inform us immediately of any errors or instances where personal details do not correspond with those shown on the passports of those travelling under the booking..

Children travelling with an adult other than their parents or legal guardians must have a letter of consent.

For overnight crossings, a cabin or reserved seat must be pre-booked whilst availability remains.

Motorised vehicles must arrive at the designated port of departure for both outbound and return sailings under their own power. Failure to do so will invalidate this transport contract and will be treated as a no-show.

All departure/arrival times are estimated and are local - please refer to your documents. Documents are only valid for the sailing dates/times indicated unless otherwise specified.

Luggage sizes in public areas on high-speed services are limited to 45cm (equivalent to hand luggage at airports), all other luggage will be stored remotely for the duration of the crossing.

Onboard facilities vary depending on route, vessel, dates and time of travel.

Please note that smoking (including electronic cigarettes) is only permitted on designated outside decks with the exception of high-speed services which are completely non-smoking.

 

PRICES

Prices are based on specific travel dates and times.

We will offer you the best tariff available, at the time of your request, depending on dates, times, number of passenger(s), etc.

We use a demand-based dynamic pricing model that occasionally includes special offers. The price of your holiday and what it includes will be communicated to you at the time of booking, and all details will be included in our booking confirmation. Your price will be fixed and will not fluctuate once your booking confirmation is issued. You do not receive a refund if the price of your holiday has decreased, and we do not charge you more if the price of your holiday has increased. Our special offers and promotions are only valid for new bookings and do not apply to existing bookings.

Prices are subject to availability at the time of booking and may change at any time before your booking is confirmed. We try hard to make sure that the advertised price is the most up-to-date price, but prices can change at short notice. We will confirm the actual price at the time of booking.

Our prices are given inclusive of VAT and include the price of transport, charges and all applicable taxes, fees, surcharges and duties known at the date of publication.

Prices are only valid for the sailing dates/times indicated. Open return tickets are not available.

If you vary sailing dates and times or misuse the terms of the ticket or any promotion, the difference between the cost of your original ticket and the appropriate current fare will be charged. Any additional charges are payable prior to boarding.

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.

Passengers who require customs documents (e.g. ATA carnet) for goods carried on either leg of their journey are subject to freight tariffs. For further information and rates, contact our Freight Sales Team on 0345 609 1026. Please note that if you arrive at your designated port with a passenger booking, in circumstances where you should instead have made a freight booking, then this transport contract is invalid and will be treated as a no-show. Travel will only be permitted if it is possible to make (and you do make) a freight booking, and payment of any additional cost is made in full. In these circumstances, your carriage cannot be guaranteed, and we will have no liability to you when you are denied travel because you should have made a freight booking but failed to do so. For more details about making freight bookings, please visit https://www.condorferriesfreight.co.uk.

The environmental contribution is a fixed amount that applies per crossing from the 1st January 2024 to contribute to the cost of compliance with the IMO 2020 Sulphur Directive and the EU Emissions Trading Scheme (ETS). The amounts are available on the following page https://www.brittany-ferries.co.uk/information/travel-advice/eu-ets. The contribution is a fixed amount to which discounts and promotional offers do not apply.

 

CHANGES AND INTERRUPTIONS TO SAILINGS AND ON-BOARD SERVICES

All departure/arrival times are local - please refer to your documents.

The scheduled departure and arrival times advertised by us, the identity of the ships and the facilities and services available on these ships, are liable to change owing to operational, technical or scheduling reasons. We reserve the right to do so. They may also change due to unavoidable and extraordinary circumstances, by which we mean a situation that is beyond our control and the consequences of which could not have been avoided even if we had taken reasonable measures to do so. By way of example, this may include strikes and other industrial disputes, port closures, search and rescue operations, medical emergencies, weather conditions which make it impossible to travel safely to the destination as agreed in the booking, other serious security problems such as terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination, natural disasters or government regulations, orders or advice.

If we change or cancel your booking, you may be entitled to certain legal rights as described in the Conditions of Carriage. Other than as described in these sections, we shall not be liable to compensate you for any loss or costs you incur as a result of changes or cancellations made by us.

If significant changes in route, facilities or timing advised before your outward travel date and before boarding are not acceptable to you (e.g. a change in scheduled ferry departure time of more than 12 hours or change of ferry route) and you choose not to travel, or we are not able to provide or complete the outward sailing and no alternatives are available, then a full refund of your holiday cost will be made. For minor changes in route, facilities or timing, then a refund of any fare differential will be made. Similarly, if a pre-paid facility such as onboard accommodation is unavailable or provided to a lower category than you had booked then the appropriate price difference will be refunded.

We will try to notify you, if practicable in advance, using the contact number provided at the time of booking.

We cannot accept liability for any losses, damages or expenses arising or any consequential losses howsoever caused as a result of the cancellation, diversion or delay of the ship where force majeure, or matters outside of our control apply, for example, extreme weather conditions, unforeseen technical breakdown to ship or port facilities, strike action or blockade of ports.

If these circumstances become apparent after boarding or at sea our priority is to deliver you safely to the most appropriate port. In these situations, our liability will be limited to a refund of your holiday cost if returned to the country of departure without your holiday taking place or, if the circumstances arise on your return journey, the fare differential if delivered to a different port to that originally planned and, if need be, the provision of assistance to return you to your booked point of return.

In all cases outlined above the refund of the appropriate portion of the price paid will be the total extent of our liability to you. We shall not be liable for any losses, damages, expenses or any consequential losses howsoever arising.

 

LOW SEASON FACILITIES AND SPECIALIST SERVICES

Resort and accommodation services and facilities may be restricted or withdrawn at certain times for maintenance, and/or bad weather or during low season. If the availability of a particular service/facility is of paramount importance to the enjoyment of your holiday then you should raise this with us prior to making a booking.

 

INSURANCE

We recommend that, at the time of booking, you take out personal and medical travel insurance and you are responsible for ensuring that the cover is adequate for your needs. We also suggest that you check with your insurance provider whether you are covered for damages you may cause to persons or property whilst abroad as you may be liable for any such damage. Such insurance must cover, as a minimum, your losses sustained because of cancellation, medical issues, and repatriation in the event of accident or illness. We also suggest that you check with your insurance provider whether you are covered for damages to your car or you may cause to persons or property with your car.

If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.

 

CONFIRMATION AND PAYMENT

Once a booking is made the terms and conditions of these agreement and the conditions of carriage of Condor Ferries and the terms of your chosen hotel will apply. We are the package organiser, with responsibilities to you as set out in these Booking Conditions.

When you receive a booking confirmation invoice, a booking is created, and your contract is activated. This booking confirmation will include specific information about your Condor Breaks package holiday, as well as the total cost of your holiday. Please read all details carefully after receiving this email to ensure there are no errors; if you find any, please contact our Contact Centre immediately at 0345 609 1026. All communication will be conducted in English.

When you make your booking, you must pay a non-refundable minimum deposit of 10%. Deposit amounts may differ depending on when you book, and we will inform you of the amount when you do. The balance on your travel arrangements must be paid at least six weeks before your departure date.

On occasion, the balance may become due earlier for certain types of bookings. If this is the case, you will be informed when you make your booking. If the deposit and/or balance are not paid on time, we will cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit.Once a booking is made the terms and conditions of these agreement and the conditions of carriage of Condor Ferries and the terms of your chosen hotel will apply. We are the package organiser, with responsibilities to you as set out in these Booking Conditions.

Special requests cannot be made a condition of your booking as they are always subject to availability and cannot be guaranteed. Special requests relating to your travel must be advised to us at the time of booking. All special requests are subject to availability. Whilst we will try meet or arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. If we are able to specifically confirm a special request or requirement, we will do so on our confirmation but where requests or requirements have not been so confirmed in writing on our confirmation, we have not been able to agree to meet them. If your special request is of particular importance to you, we recommend you contact us prior to making a booking.

 

SPECIAL OFFERS

Special offers cannot be used in conjunction with any other offers or be combined with other special offers. Special offers are subject to availability and additional terms and conditions will apply. Special offers can be revoked at any time prior to booking.

Some of our promotional offers may be subject to certain conditions in order for you to benefit from them, such as age conditions or booking dates. For these offers, you will be asked to certify at the time of booking that you meet all the criteria to benefit from the offer. At check-in, you may be asked for any documents that will enable you to benefit from the offer. If you do not present the documents or if the documents do not comply with those required to obtain the promotion, we reserve the right to ask you to pay the additional cost corresponding to the fare without the discount.

 

CANCELLATION BY YOU

You have the right to cancel your travel plans at any time. Written notification from the person who made the booking is required and can be sent to us via email at contactcentre@condorbreaks.com or by letter to Condor Breaks, Brittany Ferries, New Harbour Road South, Poole BH15 4AJ. You will be charged the following cancellation fees.

Period before departure in which you notify us	Cancellation charge
43 days or more	Deposit only
42 – 29 days	30% of holiday cost or deposit if greater
28 – 15 days	50% of holiday cost or deposit if greater
14 – 8 days	70% of holiday cost or deposit if greater
7 days or less	100%

 

If the reason for your cancellation is covered by the terms of your insurance policy, you may be able to reclaim these charges. It is strongly advised that you obtain travel insurance before booking a package holiday.

If one member of the party cancels, the booked accommodation may be underutilised, requiring the remaining passengers to pay any applicable supplements to retain the booking, such as changing a twin room to a single room. The person who cancels is still obligated to pay cancellation fees according to the scale below.

You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund subject to any supplier cost incurred by us. We will observe advice provided by the UK Foreign & Commonwealth Office.

 For group bookings cancellation charges may vary from those shown above but these will be advised at time of booking.

 

TRANSFER OF BOOKING

If you are prevented from travelling (not merely disinclined) you may transfer your booking to another person who satisfies all conditions applicable to your booking. You must give notice in writing (which we would request is 7 days or more before your outward date of travel).

You and the new traveller are both responsible for covering all costs associated with the transfer. We'd like to inform you that, in some cases, the accommodation provider may not allow name changes on bookings, so you may be unable to transfer your booking. In this case, your booking will be considered cancelled, and you will be required to pay the associated cancellation fees

 

ALTERATIONS BY YOU

If you wish to change your holiday arrangements after we have issued our confirmation invoice, for example, your accommodation, , we will do all we reasonably can to accommodate your new requirements, subject to you paying an administration fee of £25 for each change plus any price increase for your new holiday requirements. Any change that results in a reduction in the total number of persons travelling will be treated as a cancellation of that part of the booking. If the change results in our incurring cancellation charges, these will be passed on to you.

A 'change' is defined as a correction or improvement to an existing holiday. If you request major changes to your holiday (for example, changing dates of travel, substituting destinations, or any other changes that significantly alter the original holiday), this will be considered a cancellation, and charges will apply as per clause

Certain travel arrangements may not be changeable after a booking has been made, and any change request may result in a cancellation charge of up to 100% of the arrangements.

You may transfer your booking to another person who meets all of the conditions that apply to this booking by giving us written notice as soon as possible – normally at least 7 days before departure. You and the new traveller are both responsible for covering all costs associated with the transfer. We'd like to inform you that, in some cases, the carrier or the accommodation provider may not allow name changes on bookings, so you may be unable to transfer your booking. In this case, your booking will be considered cancelled, and you will be required to pay the cancellation fees.

 If you change your plans during your holiday, such as checking out of the hotel early, there will be no refund for unused accommodations or services. We will not be held liable for any losses or expenses incurred as a result of this.

 

ALTERATIONS BY US BEFORE TRAVEL

Alterations to your ferry travel are subject to the provisions set out above (“CHANGES AND INTERRUPTIONS TO SAILINGS AND ON-BOARD SERVICES” section)

The scheduled departure and arrival times advertised by us, the identity of the ships and the facilities and services available on the ships, are liable to change owing to operational, technical or scheduling reasons. We reserve the right to do so. They may also change due to unavoidable and extraordinary circumstances, by which we mean a situation which is beyond our control and the consequences of which could not have been avoided even if we had taken reasonable measures to do so. By way of example, this may include strikes and other industrial disputes, port closures, search and rescue operations, medical emergencies, weather conditions which make it impossible to travel safely to the destination as agreed in the booking, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a serious disease at the travel destination, natural disasters or Government regulations, orders or advice.

If we change or cancel your booking, you may be entitled to certain legal rights as described in the Conditions of Carriage. Other than as described in these sections, we shall not be liable to compensate you for any loss or costs you incur as a result of changes or cancellations made by us.

We reserve the right to change any other holiday details, including the price, before you book, in which case we will tell you before the holiday contract takes effect.We can also change your holiday price after you’ve booked, but only in certain circumstances.

 Changes in the price of passenger carriage caused by changes in the cost of fuel or other power sources, or the level of taxes or fees imposed by third parties, such as tourist taxes, embarkation or disembarkation fees at ports, mean that the price of your travel arrangements may change after you have booked. However, no changes will be made within 20 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 any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% 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 (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel your holiday, you must do so within the time period shown on your final invoice.

Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please keep in mind that this does not include any price reductions due to promotional offers or additional benefits such as upgrades available after you've booked.

Very rarely, a change or cancellation may occur after you have booked but before you depart. If there is a major change (i.e. a change in scheduled ferry departure time of more than 12 hours, a change of ferry route, a change of holiday location or change to a lower standard of accommodation - any other change is 'minor') we will tell you as soon as practicable. We will not cancel your holiday unless there are unavoidable and extraordinary circumstances, or if you fail to pay the final balance. Unavoidable and extraordinary circumstances refer to a situation beyond our control, the consequences of which could not have been avoided even if all reasonable precautions were taken. War, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, and unavoidable technical failure are examples of these.

We will then offer you the choice of accepting the change, taking an alternative holiday (if it is more expensive, you will have to pay the difference, but if it is cheaper, you will receive the appropriate refund) or cancelling and receiving a full refund. If there is a cancellation you will be offered the choice of an alternative holiday where available or a full refund.

In addition, unless the major change or cancellation is caused by force majeure, query,  we will pay you the following compensation:

Period before departure in which we notify you	Amount you will receive from us
57 days or more	NIL
56 – 30 days	£5
42 - 29 days	£10
28 – 15 days	£15
14 – 8 days	£20
7 – 3 days	£25
2 days or less	£30

This does not exclude you from claiming more if you are entitled to do so.

 If there is a minor change before you depart, we will try to let you know (although we are not obliged to do so) but you will not be entitled to cancel or receive compensation.

 

FORCE MAJEURE

Force majeure is unusual and unforeseeable circumstances beyond our control, the consequences of which are pandemics, lockdown or travel restrictions, war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire, adverse weather conditions, level of water, closure of ports, technical or engineering problems or other similar events beyond our control.

Except as set out in these Terms, we and the suppliers shall have no responsibility or liability to you for any failure to perform, or a delay in performing, any obligations owed to you which are caused by force majeure.

 

CHECK IN

All departure/arrival times are local - please refer to your travel documents for confirmation of the exact times.

The latest arrival time at the port for each journey will be shown on your travel documents. This may vary depending on whether you have any special requirements, or you are travelling as part of a group, or for other reasons. If you do not meet latest check-in requirements, your space will not be guaranteed.

Dimensions of vehicles must be correctly stated as per your booking - if there are any discrepancies, you may be denied boarding.

You must have all necessary documents to enter the countries which you intend to visit and for re-entry into the UK. It is the passenger's responsibility to establish his or her own individual requirements.

 

MOBILITY, DISABILITY AND SPECIAL REQUIREMENTS

Limited medical services may be available on board.

Any special needs or boarding arrangements must be clearly specified at the time of booking (and at least 48 hours prior to travel). It is your responsibility to provide sufficient information to ensure your needs are known and understood. If you travel with a pre-diagnosed condition, then travel is entirely at your own risk and you should obtain advice from your own doctor before travelling.

It is important if you have a disability, that the appropriate enquiries are made about the suitability of particular holiday accommodation needs, transport and services, and that you are satisfied you have made the correct choice before you book and confirm your holiday.

We are unable to transport anyone who is 34 weeks (or 28 weeks for a High-Speed Service) or more pregnant at the time of travel or travellers with pregnancy complications.

For information and advice on health matters while travelling abroad, visit https://www.gov.uk/guidance/uk-residents-visiting-the-eueea-and-switzerland-healthcare. We also recommend you visit https://www.gov.uk/foreign-travel-advice prior to travel.

It is important you ensure that, at the time of booking, you arrange and have in place adequate travel and health insurance.

You must be fully insured for your holiday and must make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include adequate cancellation insurance to the value of your holiday, emergency evacuation and repatriation costs in respect of all of your activities. Please note that the travel insurance provided by some credit card providers often only offers the minimum coverage and, whoever your insurer, you should always check for any exclusion of activities that you might be undertaking. In response to public concern, some insurers now offer specific insurance against cancellation, delay and abandonment due to volcanic ash disruption. This can be taken out as an add-on to some travel insurance policies or as stand-alone cover.

We strongly recommend you take out travel insurance for Jersey, Guernsey & France to cover you for healthcare costs or medical treatment. If you don’t have travel insurance in Jersey or Guernsey, you’ll need to pay for medical treatment. Insurance will also provide protection against delays, loss, or damage to personal effects, the cost of assistance including repatriation in the event of illness, accident, or death, vehicles and other property, vehicle breakdown insurance, and personal travel cover for cancellation of journeys for reasons beyond our control.

 

ANIMALS

Pets will not be allowed on board unless you have our prior permission and you have obtained the necessary licences and complied with all relevant regulations. It is the responsibility of the animal’s escort to obtain and comply with current regulations for the transport of animals. This includes assistance dogs. Please seek advice from your vet.

Dogs (excluding assistance dogs) must wear a muzzle at all times when in the terminal or if exercised on board. Pets must remain under the control of owners and be kept on a lead at all times. We ask customers to respect these animals and not to pet them.

If any problem arises with the transportation of a pet which requires the use of quarantine facilities upon arrival in the UK, then the pet’s owner/escort will be fully responsible for these expenses.

In accordance with article 11.5 of EU Regulation n°1177/2010 of 24 November 2010, disabled passengers or passengers with reduced mobility accompanied by a recognised assistance dog must inform Condor Breaks at least 48 hours prior to travel.

When booking your holiday please confirm the number and type of pets you will be travelling with, so we can confirm that your chosen accommodation will be suitable

 

OUR RESPONSIBILITY FOR YOUR BOOKING

You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate compensation. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

 liability will also be limited in accordance with and/or in an identical manner to

1. The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and
2. The Athens Convention in respect of travel by sea and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions. You can ask for copies of the travel service contractual terms, or the international conventions, from customer.relations@condorbreaks.com

Full details of your compensation will be available from the ferry provider’s website. 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 these booking conditions. If any payments to you are due from us, any payment made to you by the ferry operator or any other service provider will be deducted.

 If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible, of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

 

YOUR ACCOMMODATION & SAFETY

You undertake to take responsibility and exercise reasonable care in respect of your accommodation and its equipment. At all casas, gites and cottages, a cash deposit is payable on arrival (payment is only available in euros). This is to cover damages that may be incurred but does not limit your liability.

The services and facilities included in your holiday will be deemed to be provided with reasonable care if they comply with any local regulations which apply, or, if there are no applicable local regulations, if they are reasonable when compared to the local standards in practice. The fact that services or facilities fail to comply with local or UK guidance or advice shall not in itself mean that the services or facilities in question have not been provided with reasonable care.

You should familiarise yourself with fire procedures, including emergency exits in your accommodation, the swimming pool(s) area etc. Be aware that in some of our properties smoke and carbon monoxide detectors may not be present as they are not required by local or regional law.

Children must be supervised by you at all times, especially near water, on balconies or in unfamiliar buildings and surroundings.

 

ILLUSTRATIONS

Photos, illustrations and descriptions provided are given on an indicative basis only as the exterior and interior style, type of décor and furnishing can vary.

 

IF THINGS GO WRONG ON YOUR HOLIDAY

If you are unhappy with any element of the holiday package that we have provided to you:

You must inform us by emailing contactcentre@condorbreaks.com or by dialling 0345 609 1026 during the hours of 09:00 to 17:00 or 01202 207262 during the hours 17:00 – 21:00 without undue delay and we will endeavour to put things right.

It is strongly advised that you communicate any complaint to the provider of the services in question as well as our Condor Breaks team as soon as possible as it will allow us and our provider to resolve your complaint without delay.

Complaints with accommodation provider: Every effort is made to ensure that the accommodation descriptions we use are fair and accurate, so that you can choose the best possible holiday to suit your own personal needs and preferences. If, upon arrival, you discover that the accommodation or room type reserved for you is not to your liking, simply notify the accommodation provider. They will make every effort to resolve the problem as soon as possible.

Provided that you have not caused the lack of conformity, if we are not able to resolve the issue, and this means you will not receive a significant proportion of your holiday, we will use reasonable efforts to offer a comparable alternative, at no extra cost. If the alternative available is of higher standard, and more expensive, you will have to pay the difference. If it is cheaper, you will receive the appropriate refund. Alternatively, you may cancel your booking and, where appropriate, receive a price reduction.

Complaints with travel provider: we will make every effort to resolve your issue as soon as possible. If you are dissatisfied with your experience, please notify a member of staff as soon as possible. If you are onboard, please contact the cabin manager.

 

CUSTOMER SERVICE

In the unlikely event the matter is not resolved to your satisfaction after following the steps detailed above and your compaint is not resolved locally, please follow this up as soon as possible after your return home, ideally within 28 days by writing to our Customer Services Department at customer.relations@condorbreaks.com by giving your booking reference and all other relevant information.. If you fail to follow the requirement to report your complaint during your holiday, we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking

 

ABTA

As required by law, we provide full financial protection for our package holidays through a bond held with the Association of British Travel Agents ( ABTA), membership number Y6737. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you an ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.

 

JURISDICTION AND APPLICABLE LAW

These Terms and all matters arising out of them are governed by English law. We both agree that any dispute, claim or other matter which arises out of or in connection with this contract or your holiday will be dealt with under the ABTA Arbitration Scheme or by the Courts of England and Wales. You may however, choose the law and Courts of Scotland or Northern Ireland if you live there and wish to do so.

 

PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENTS REGULATIONS

Package travel

If the Combination of services offered to you is a package travel under the Directive 2011/83/EU of the European Parliament and of the Council and repealing Council Directive 90/314/EEC, you benefit from all the rights stated in the Package Travel and Linked Travel Arrangements Regulations 2018 (SI 2018/634). We are responsible for the performance of all travel services included in the package.

Furthermore, as the law requires, we have got protection to refund your payments and, if transport is included in the package, to ensure your repatriation in the event that we would become insolvent.

Full details of the regulations are available at: The Package Travel and Linked Travel Arrangements Regulations 2018 (legislation.gov.uk)

Linked travel arrangement

If you book additional travel services for your trip or holiday via the links available on our Website, those additional travel services will not benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Separate booking terms apply to those additional purchases. Therefore, we will not be responsible for the proper performance of those additional travel services. In case of problems, please contact the relevant service provider.

For more information https://www.legislation.gov.uk/uksi/2018/634/contents

 

DATA PROTECTION & PRIVACY POLICY

For full details of our data and privacy policies, please refer to:

 

Last update July 2025