Terms and Conditions

The following Booking Conditions form the basis of your contract with City and Arena Travel Limited, 58, Henley Avenue, Cheadle Hulme, Cheshire, SK8 6DE. Please read them carefully as they set out our respective rights and obligations. All bookings are subject to these Booking Conditions. Where we arrange travel arrangements for you the relevant operator’s conditions of carriage will apply to your booking. Our contract will apply to the services we provide to you in arranging your flight or other travel arrangements (including agency services) however if there is any conflict between our contract and the operator’s conditions of carriage, the operator’s conditions of carriage will take priority.

Package Holidays

If you book a package holiday through us, once your package holiday has been confirmed we will accept responsibility for it in accordance with these Booking Conditions as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992. A “package holiday” is a combination of at least two out of (a) transport, (b) accommodation or (c) other tourist services (not ancillary to any transport or accommodation and forming a significant part of the arrangements) where booked through us at the same time, for which payment is made to us and which last at least 24 hours or include overnight accommodation.

Premier League, Hotel and Hospitality breaks

City and Arena Travel will endeavour to make sure that any changes in the dates of Premier League matches will be shown on the website and that the dates of the hotel stay will be amended to suit the date of the football match.

Should there be any additional hotel cost involved, then this additional amount will be payable by the client(s).

Premier League Covid Stadium Entry Requirements.

Please check with City and Arena Travel for the latest Covid entry polices for each club, before making your reservation

1. Making your booking

The party leader must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made. When making a booking, you must pay to us the payments referred to in clause 2 below.

If booking by telephone or any other communication channel, on receipt of your booking and all appropriate payments we will, subject to availability, confirm your holiday by issuing a confirmation invoice to the party leader or travel agent. Please check any documentation carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.

2. Payment

A deposit or full payment will be required at the time of booking. At time of booking you will be informed which and the amount per person.

For flight inclusive bookings, all monies paid to any authorised travel agent of ours for your holiday with us will be held on behalf of and for the benefit of the Trustees of the Air Travel Trust subject to the travel agent’s obligation to pay such monies to us in accordance with our trading terms unless we fail. In the unlikely event of our financial failure, all monies then held by the travel agent or subsequently paid by you to the travel agent will be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation on the agent to pay such monies to us.

For holidays which do not include flights arranged by us, all monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until we issue our confirmation invoice. After that point, your agent will hold the monies on our behalf.

3. Your contract

A binding contract between us comes into existence when either we dispatch our confirmation invoice or, for on line bookings, when the final page of the booking confirmation procedure gives you a booking reference. We reserve the right to decline any booking at our discretion. This contract and all matters arising out of it 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 by the Courts of England, Wales, Scotland or Northern Ireland as appropriate. Changes to these Booking Conditions will only be valid if agreed by us in writing.

4. Price Changes

If changes to transportation costs, taxes, dues, fees or exchange rates arise before your departure date, we may pass on differences in cost after you have booked. We will absorb an increase of up to 2% of the cost of your holiday (excluding insurance premiums and amendment fees). However, there will be no price change within 30 days of your departure date.

Local City Tax

Some overseas hotels may charge a local city tax upon arrival which is payable directly to the hotel. Whilst we endeavour to inform you of these charges before departure this may not always possible.

5. Changes by you for flight, Eurostar or ferry inclusive packages

Should you wish to make any changes to or cancel your confirmed flight, Eurostar or ferry inclusive break, you must notify us (by post, telephone or email) as soon as possible. The following charges will be applied in relation to changes (cancellation charges are set out in paragraph 6 below):-

Passenger name changes – £100 per name + any difference in price between the original booking and the price prevailing at the time of the change in relation to the new booking.

Date changes – £80 per person + any difference in price between the original booking and the price prevailing at the time of the change in relation to the new booking.

6. Cancellation by you

Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us (by post, telephone or email). Cancellations made directly with the accommodation, transport or ancillary provider will not be effective. The following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges. Insurance premiums and amendment charges are not refundable or transferable in the event of the person(s) to whom they apply cancelling.

Cancellation Charge Per Person Cancelling

Period before departure within which written notification of cancellation is received by us

	UK Holidays	Overseas Holidays	Overseas Transport inclusive holidays
More than 28 days	10%	10%	Loss of all monies paid over at the time of confirming the booking
15-28 days	20%	20%	Loss of all monies paid over at the time of confirming the booking
8-14 days	20%	20%	100%
1-7 days	20%	100%	100%
On or after day of arrival	100%	100%	100%

7. Insurance

City and Arena Travel Limited do not supply travel insurance. However we consider adequate travel insurance to be essential. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

8. Changes and cancellation by us

Occasionally, we have to make changes to and correct errors in the brochure/ website and other details both before and after bookings have been confirmed and cancel confirmed bookings and we must reserve the right to do so.

Occasionally, we have to make a “significant change”. “Significant changes” include the following changes when made before departure; a change of UK airport, a significant change of your destination, a change of accommodation to that of a lower classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away, a change of departure time by more than 12 hours or a cost increase of more than 10%. If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-

(for significant changes) accepting the changed arrangements or

purchasing an alternative break from us, of a similar standard to that originally booked if available (subject to you paying any price differential between the two holidays). If the chosen alternative is less expensive than your original one, we will refund the difference.

cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

Please note the above options are not available where any change made is a minor one.

If we have to make a significant change or cancel, we will pay you compensation where appropriate and depending on the circumstances and the length of time before your holiday we notify you of the significant change or cancellation, subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. No compensation will be payable and the above options will not be available if (1) we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or (2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached – in this case we will however, give you at least 7 days’ notice.

In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options and, where applicable, compensation. We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure.

9. Force Majeure

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 10(1) below) as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, whether actual or threatened, war or threat of war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

10. Our Liability to you

(1) We promise to make sure that all parts of the break we have agreed to arrange, perform or provide as part of our contract with you are arranged, performed or provided with reasonable skill and care. We will accept responsibility if any death, personal injury, failure or deficiency of your arrangements is caused by any failure by ourselves or our employees (providing they were at the time acting within the course of their employment) and (but only if you have booked a package holiday from us), our agents or suppliers (as applicable) to use reasonable skill and care in performing or providing the service in question.

Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.

We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:-

the fault of the person(s) affected or any member(s) of their party or

the fault of a third party not connected with the provision of your break which we could not have predicted or avoided or

an event or circumstance which we or the supplier of the service(s) in question could not have predicted or avoided even after taking all reasonable care (see clause 9)

the fault of anyone who is not carrying out work for us (generally or in particular) at the time.

In addition, we will not be responsible where you do not enjoy your break or suffer any problems because of a reason you did not tell us about when you booked your break or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or, if you have booked a package holiday from us and we were responsible for them, our suppliers or agents or where any losses, expenses, costs or other sum you have suffered relate to any business.

We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your accommodation provider or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure or on our website and we have not agreed to arrange them.

(2) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred if not the UK – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question.

(3) Where any claim or part of a claim concerns or is based on any travel arrangements (including the process of getting on and off the transport concerned) provided by any air, sea, road or rail carrier or any stay in accommodation which we agree to supply to you as part of our contract, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or accommodation provider concerned would have to pay under the international convention which applies to the travel arrangements or accommodation stay in question (copies available on request). Please note: Where a carrier or accommodation provider would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport or accommodation provider for the complaint or claim in question.

(4) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 11 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

11. Complaints and problems

In the unlikely event that you have any reason to complain or experience any problems with your break whilst away, you must immediately inform the supplier of the service(s) in question. Any verbal notification must be put in writing and given to the supplier as soon as possible. If you are still dissatisfied, you must notify us at the earliest opportunity. Until we know about a problem or complaint, we cannot begin to resolve it. If you remain dissatisfied, however, you must write to our Customer Relations Manager within 28 days of the end of the break you have purchased from us giving your booking reference and full details of your complaint. In the event that you do not notify us of the complaint within the above period, this may affect the company’s ability to investigate complaints and may impact on the way that your complaint is dealt with.

12. Behaviour

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

13. Conditions of suppliers

Many of the services which make up your break are provided by independent suppliers (for example, where applicable, rail carriers, airlines and accommodation owners). Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see clause 10 (3)). Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.

14. Special requests and medical problems

If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you confirm your booking so we can assist you in considering the suitability of your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

15. Passports, visas and health requirements

You should check the passport, visa and health requirements which are applicable to the country(ies) which you intend to visit. Requirements may change and you must check the up to date position in good time before departure. For British Citizens, information on health is contained in the Department of Health leaflet T6 (Health Advice for Travellers) available from your local Department of Health office and most Post Offices. For European holidays you should obtain a European Health Insurance Card – EHIC (details in leaflet T6 referred to above) prior to departure.

It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

16. Financial security

City and Arena Travel Limited Ltd holds an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (CAA) (ATOL number T7536). This means the package holidays inclusive of air travel are ATOL protected. 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 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. For further information, visit the ATOL website at www.atol.org.uk.

For non flight-inclusive package holidays only we hold a bond with ABTA. This arrangement means your money will be refunded or you will be brought back to the UK (where your contracted holiday arrangements include return travel to the UK) if already abroad in the unlikely event of our being unable to provide your break due to our insolvency.

For accommodation only bookings overseas, all customer monies are held in a Trust Account approved by Trading Standards and reviewed by our auditors. This arrangement means your money for this type of booking will be refunded in the unlikely event of our being unable to provide your accommodation due to our insolvency.

Airline failure

Your holiday is protected in the event of failure of your airline. In the unlikely event that the airline that you are travelling with ceases trading during your holiday, you must contact us, in order that we can make alternative arrangements. We will not be liable for any additional costs incurred if you make your own arrangements.

17. Safety standards

Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.

18. Privacy Statement

For the purposes of the Data Protection Act 1998 we, City and Arena Travel Limited, are a data controller. In order to process your booking, and to ensure the smooth provision to you of the products, services and information you request, we need to collect certain personal details from you. These details will include, where applicable, the names and contact details of party members, credit/debit card or other payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen holiday arrangements and any dietary restrictions which may disclose your religious beliefs. Your details will be used principally to meet your requirements. It may be used and retained by us, our group companies and third party suppliers of travel, accommodation and services for the following purposes: accounting, billing and audit, credit or other payment card verification and anti-fraud screening (which may, for example, involve the use of credit reference agency searches and nominal payment card revalidation checks), immigration and customs control, safety, security, health, administrative and legal purposes, statistical and marketing analysis, systems testing, maintenance and development, customer surveys, customer relations and to help us in any future dealings with you, for example by identifying your requirements and preferences. This may involve sending your data between different countries, including countries outside the European Economic Area, including countries where under their local laws you may have fewer legal rights. We may also share aggregated or anonymised information that does not directly identify you.

Providers of travel may be required by laws in the USA and other countries to give border control agencies access to booking and travel information. Accordingly any information we or third party providers hold about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country in your itinerary. In addition, laws in several countries require providers of travel to collect “Advance Passenger Information” (passport and associated information) for all passengers prior to travel to or from those countries. This information may be provided to the relevant customs and immigration authorities.

We would also like to store and use your personal details for future marketing purposes (for example, sending you a brochure or details of a promotion including by email). All details you give us in connection with your booking (including those relating to any disability or medical condition or your religious beliefs) will be kept but we will use only names and contact details for marketing purposes (unless you have asked us not to.).

Occasionally we hire other companies to provide services on our behalf, for example mailing information to our customers. We only provide those companies with the personal details relating to our clients which they require in order to deliver the service. They are prohibited from using that information for any other purpose. We will ensure that anyone to whom we pass your details for this reason agrees to treat it with the same level of protection we are obliged to provide.

We may need to disclose our customer database, including any personal data relating to you contained therein, to a third party who acquires or attempts to acquire all or substantially all of the assets or stocks in our company or our website service whether by merger, acquisition, reorganisation or otherwise.

If you do not want us to do any or all of these things, please let our Marketing Department know as soon as possible. We are entitled to assume you do not object to our doing any of the things mentioned in this statement unless you tell us otherwise in writing.

Except where expressly permitted by the Data Protection Act, we will only deal with the personal details you give us as set out above unless you agree otherwise. We have appropriate security measures in place to protect this information. You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. We promise to respond to your request within 40 days of receiving your written request and fee. In certain limited circumstances we are entitled to refuse your request.

If you believe that any of your personal details which we are processing are inaccurate or incorrect please contact us immediately.

Where your booking has been made via a website, this privacy statement covers websites owned and controlled by us only. Links to other websites, and any information collated by these sites, are not covered by this privacy statement.

As our privacy statement may change due to developments in the law, we would encourage you to reread our privacy statement from time to time so that you are aware of any changes in how we gather and use personal information.

City & Stadium Travel Ltd
Registered Office: Eden Point, Three Acres Lane, Cheadle Hulme, SK8 6RL
Registered in England: No. 8884108

Last updated April 2021