The conditions set out below are all concerned with arrangements you make for travel to your chosen festival. You must appreciate that Festlane’s legal liabilities to you in relation to travel arrangements are very different to their legal liabilities to you in relation to Events. All these liabilities are detailed below. However, we want to emphasise from the start as clearly as possible that Festlane has no control of or involvement in Events and Festlane cannot have any responsibility to you for anything which goes wrong with an Event, such as a cancellation or a postponement.
The following booking conditions, which you must read carefully, reflect the above and set out the terms and conditions of the contract between you and Festlane. The terms we, us and our as used in these terms and conditions mean Festlane. Section A details the conditions which apply if the purpose of your travel is to attend an Event or you are booking an Event through us. Our obligations in relation to travel arrangements vary depending upon whether or not what you book with us is a package as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992 (for UK departures) or the Package Holidays and Travel Trade Act 1995 (for Ireland departures), collectively referred to in these conditions as the Package Travel Regulations. Section B details the conditions which apply to a package booking. Section D details the terms which apply to any type of travel booking.
A. Events and Event Tickets
When we book an event ticket for you, our responsibility is limited to the arranging of the tickets. We do not have any responsibility for the supply, provision or conduct of the event itself, and those responsible are not our suppliers. The tickets may contain important information and conditions which you must read carefully. Tickets are non-transferable unless otherwise stated. Unfortunately, whilst rare, events can be cancelled, postponed, rescheduled, abandoned or curtailed at short notice or even without notice. We make every effort to obtain and pass on to you up to date information regarding events. This information is based on details supplied to us but we cannot guarantee its accuracy or that changes will not occur. The cancellation of an event or the non-appearance of a player are entirely outside our control and outside our contractual responsibility and we cannot accept any responsibility for them.
We cannot therefore accept any responsibility or pay any refund, compensation or other sum for any changes in or cancellation of any advertised or confirmed programme or itinerary, even where this involves the cancellation of an event which may have been your main reason for making your booking. We will always do our best to find a suitable alternative, but cannot promise to be able to do so. If however, we obtain a refund from the organiser, this will be passed on to you. We accept no liability for either the validity of any tickets you purchase, or for any cancellation or alteration of the event. No refund or compensation or other sum will be paid by us. If we are able to change our services to coincide with the re-arrangement of the event we will inform you of the changes and any addition or reduction in costs that may apply. In some cases we will not be able to alter arrangements and we will continue to supply the original travel services which we have agreed to supply you. This applies even where there has been the cancellation of an event which may have been your main reason for booking. In addition to the above, please also note the following important information:
A1. Venue Admission and Facilities
Admission to venues is controlled by the event organizer, venue officials and/or the police. Where we provide you with a ticket for an event, our responsibility is limited to the provision of the ticket itself and this does not guarantee your admission to the venue. Your actions or behaviour or the behaviour or actions of others may result in you being denied entry to the venue. Such circumstances are beyond our control and we accept no responsibility if this happens. We accept no liability whatsoever for either the quality of any event or venue facilities, or for any injury sustained in the venue or in the vicinity of the venue or during the event (except where such injury is caused by our negligence). Stadium and Ticket regulations apply which will be stated on your ticket or available on request from the event organizer.
Tickets, event organizers, clubs, venues or Festlane will not issue duplicate/replacement tickets. Festlane Accept no responsibility for lost or stolen tickets.
A3. Club/Association Membership Requirements
The issuing of event tickets may be restricted to supporters who satisfy certain eligibility criteria as determined by clubs or associations connected with the event. We do not determine your eligibility for tickets but we have the right to refuse to accept a booking or cancel a confirmed booking where you have failed to comply with any club/association membership requirements advised to us by the club/association. Cancellation can be made any time up to the event and any refunds will be at the discretion of Festlane depending on whether Festlane have incurred costs in relation to the booking.
B. Registered Address
Festlane’s registered office is:
Kemp House 152/160
EC1V 2NX City Road
B1. Overseas Booked Excursions
We do not provide Overseas Booked Excursions or Pre-Booked Excursions and they are supplied by our third party suppliers and are subject to the clause Suppliers Conditions at section D9 below. Overseas Booked Excursions do not form part of your package and are not governed by the Package Travel Regulations. We do not have any responsibility or liability whatsoever for anything which may go wrong on a Overseas Booked Excursion. We, our servants, employees or agents are acting depending upon the actual Overseas Booked Excursion, either as agents for the relevant Overseas Booked Excursion supplier or as agent for you. In any event the contract for any Overseas Booked Excursion is between you and the Overseas Booked Excursion provider. It is your responsibility to note carefully any conditions of contract contained in any Overseas Booked Excursion literature, ticket or receipt you are given.
B2. Changes Made By Us Before Travel
From time to time we may have to change details of the package you have booked. If any change will have a significant effect on your package, we will tell you about it before your package, if there is time. Changes we will tell you about include: A change of the time of a scheduled event venue so that you do not miss the event or the start of the event. If we downgrade your accommodation by a lower official rating. If you do not want to accept a significant change, which we will tell you about before you depart, we will, if we are able to do so, offer you an alternative package of equivalent or closely similar standard and price at no extra cost. If you do not wish to take the alternative we offer you, you can choose a different package offered for sale by us and pay, or receive a refund of, any price difference. Any change which is not deemed to be significant, as outlined in the section entitled Changes made by us before travel, will be classed as a minor change. We will endeavour to tell you about a minor change before you travel.
C. Price Changes
Price increases may occur any time prior to departure, you will be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you have paid, we will endeavour to provide details to you. For example, this may include extra costs associated with repositioning aircraft or changes in supplier costs advised at short notice.
C1. Our Liability to You
Our obligations under our contract are limited to using our reasonable skill and care to arrange for the provision of the services and/or accommodation included in your booking by independent third parties. We have no responsibility or liability for the provision of the actual transport services, accommodation or the event or for the acts or omissions of the provider concerned or any of its/their employees, agents, suppliers or subcontractors. The transport providers conditions of carriage will apply to your contract (see Suppliers Conditions in section D). We are not an airline or air carrier, or train, coach or ferry operator and do not enter into a contract for carriage with you. We do not provide or undertake to provide any transport services; we simply agree to arrange these where included in your travel arrangements.
C2. Festival Package
When you book a package, accommodation will be reserved for you as agreed in our contract. Where a fixture is rescheduled for any reason whatsoever to a kick-off time within 36 hours of the previously confirmed time, we will, subject to availability, offer you the option to change the stay in your accommodation booking to coincide with the fixture change. This change does not constitute a significant change and no refund will be payable if you cancel your festival package.
D. Data accuracy
The person who signs the booking form or completes the booking online or over the telephone is the lead name. He or she must be a minimum age of 18 and is responsible for payment of the total booking price, and subsequent cancellation/amendment charges that may be payable. He/she also agrees to provide accurate and full information to the remainder of the traveling party in relation to the booking, including any changes thereto and confirms that all the other members of the party, including any that may be added at a later date agree to be bound by these conditions, and all other information provided on our website. Please ensure that all information relating to names and passport details provided at the time of reservation are accurate. Following your booking you will receive electronically a confirmation you are requested to immediately check this for any errors. If the data in your confirmation is not correct you will need to contact Festlane to advise us. Festlane is not liable for damages or costs if it subsequently transpires that the data provided is not correct. Any extra costs associated with the amendment of a reservation due to false or incomplete passenger details being provided will be added to your account and must be paid in full before the adaptation can be carried out.
D1. Payment terms
Full payment is required at the time of booking for groups of 9 or less. Larger groups may contact us regarding this matter. If you are purchasing a travel insurance policy through us, the premium for this will also be payable at time of booking.
D2. Method of Payment
We accept payment by Visa, MasterCard, American Express and PayPal. Please note that payments made to us via PayPal will be credited to our head office account held in The Netherlands under the name TravelGroep B.V.
It is a condition of our contract with you that you have suitable insurance cover for all bookings which are not Day Trips, even where you book a Day Trip we strongly recommend you arrange appropriate cover.
D4. Changes you make before travel
If you want to change the arrangements you have booked in any way, we will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and to the transport providers terms and conditions. Please note there will be administration fee for this service. Please contact us for the relevant price. If you are not satisfied with any aspect of your travel arrangements please complain as soon as possible to the relevant person (for example, the hotel management). If they cannot help you must contact us on the telephone number supplied to you on your invoice/receipt and we will do everything reasonably possible to sort the problem out. If you are still not satisfied please write to our offices via email within 28 days of returning home. It is difficult and sometimes impossible properly to investigate a complaint if we are not told about it reasonably quickly once your trip is over.
D5. Passports & Visas (British & Irish Citizens) and Health Requirements
It is your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa and that you have obtained any necessary vaccinations to gain entry to any country you are visiting. It can often take some time to obtain a passport or visa therefore you should apply well in advance. In peak periods it is advisable to allow at least 4 weeks. However, passport and visa regulations and health requirements can change at any time, therefore, we recommend that you check passport/visa requirements with the Embassy or Consulate of the country you intend to visit and that you consult your GP. Travel advice, including health requirements can also be obtained from the UK Foreign Office(www.fco.gov.uk) and Irish Foreign Affairs (www.foreignaffarirs.gov.ie). Also, visit websites such as www.nathnac.org.uk and www.hpa.org.uk for information. If you are visiting a European Union (EU) country you should obtain a European Health Insurance Card (EHIC) or in Ireland an E111 form from your local health board, and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it. We will have no liability to you if you or any member of your party travel without then correct passport and visa or without the necessary vaccinations, and you will have to pay to us any costs which we incur through helping you because of any such failure on your part.
D6. Special requests
If you have a special request for anything that is not automatically part of the travel arrangements you book through us, please advise us when you book and we will pass this information on to the companies we work with. Our note of your request on your invoice/receipt confirms we have received it and does not guarantee that we, or the relevant supplier, can meet with your request. Where possible they will try to help you, but we cannot guarantee any request unless it is noted on your invoice/receipt and we also confirm the request separately in writing. We must emphasise that, verbal confirmations of special requests cannot be taken as a guarantee that they will be met e.g. special meal types on flights.
D7. Information Accuracy
Descriptions of accommodation, destinations, facilities and services we provide are based on information obtained from our suppliers. Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible. Some activities or facilities may not be available all year round. There may be a charge for some facilities, for example, TVs, safety deposit boxes, sun loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your destination and accommodation. Any transfer times we quote are approximate and, depending on circumstances, the journey time to your destination may be longer.
D8. Personal Information
We will provide your personal information, as well as any personal information you provide in relation to those other persons who form your booking party, to suppliers and carriers who might be located outside the UK/Ireland and/or EU, to enable the operation of the services requested by you. If you make special requests, which include, but are not limited to, special dietary, religious or disability-related requirements, which constitute sensitive information, the relevant data will also be passed to the relevant suppliers and carriers to enable provision of the services to you. D9. Your Responsibility We want all our customers to have an enjoyable and carefree trip. But you must remember that you are responsible for your actions and the affect they may have on others. You have a duty to act responsibly at the event. Stadium officials or the police may refuse your entry or eject you from the venue if you are or are suspected to be intoxicated, or abusive or your actions/behaviour is felt to be inappropriate or in breach of the club or venues rules. In this event, Festlane and their suppliers cannot become involved in any dispute. Should this happen, we will not pay compensation, make any refund, reimburse any expenses you suffer as a result or otherwise have any liability to you.
Your publicity material (including websites and brochures) must show your company name (or trading name notified to the CAA), your ATOL Number, the ATOL logo and one of the following statements depending on the products which are being made available.
"All the flights and flight-inclusive holidays [in this brochure] [on this website - as appropriate] are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate"
"Many of the flights and flight-inclusive holidays [in this brochure] [on this website - as appropriate] are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed [in this brochure/on this website]. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate"
Your terms and conditions must include your company name (or trading name notified to the CAA), your ATOL Number and the following statements;
"Your Financial Protection When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong."
“We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).”
“If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.”