IMPORTANT: PLEASE NOTE No bookings made before 23rd September 2019 can be amended at the moment (Please bear with us we hope to be able to facilitate these by December)
HOLIDAY OFFERS & COMPETITION TERMS AND CONDITIONS
WIN a YOUR WALT DISNEY WORLD HOLIDAY 2020!
Terms & Conditions
Competition applicable for ALL customers who book a 2020 Walt Disney World Holiday with My Magic Holiday up until 5th November 2019.
Winning booking will be drawn LIVE on Facebook 7th November 2019 6pm.
Winning Family will have their full holiday balance paid for excluding deposit.
Any amendments to the holiday after the competition has been drawn that increase the cost of the booking as per the date of draw, will need to be paid for by the customer. For example if the family decide to upgrade a hotel after winning, this difference in price will need to be paid for by the customer.
If a customer has family traveling over multiple bookings, it is only the winning family who will have their holiday balance paid for.
My Magic Holiday would request communication with the winning family in order to discuss photos being provided for marketing purposes before and after their trip to Walt Disney World at their consent.
My Magic Holiday must have the customers’ permission to involve press for marketing.
My Magic Holiday have the ability to withdraw and redraw the competition should the winning family make any demands outside of the terms and conditions regarding this competition.
Should you cancel your holiday no cash alternative will be given the prize will be re drawn for another family.
Walt Disney World Free Dine offer 2020
(1) Free Dine Offer: Free Dine Offer is available to book 25 April – 05 November, 2019 for selected arrivals and participating resorts 01 January – 29 March, 2020 and 19 April – 03 October, 2020. Stays are subject to room availability. Eligibility for the Disney Free Dine offer requires a minimum length of stay of 5 consecutive nights, and a maximum of 21 consecutive nights at the same participating Disney Resort Hotel. A Disney Dining Plan must be selected for all members of the party travelling who are aged 3 and over at time of travel and for the full duration of the stay. Children aged 3-9 (at time of visit) must order from the children’s menu where available. Disney Dining Plans are not valid for children under 3 years. Offer is only available if a package including accommodation at a participating Disney Moderate Resort, Disney Deluxe Resort or Disney Deluxe Villa Resorts, plus Disney Tickets for the whole party and a Disney Dining Plan are booked together. Gratuities are not included; an optional 18% tip will be automatically added to your table service bill. The number and type of rooms allocated to this offer are limited and subject to availability. Certain menu items may incur an additional cost. Free Breakfast Offer: Free Breakfast Offer is available to book 25 April – 05 November, 2019 for selected arrivals and participating resorts 01 January – 29 March, 2020 and 19 April – 03 October, 2020. Bookings must include 5 nights’ minimum stay at a participating Disney Value Resort Hotel plus purchase of Disney Tickets for the whole party travelling to receive a free breakfast (Quick Service Meal Voucher) per person per night of stay. Quick Service Meal Vouchers are not valid for children under 3 years. Children aged 3-9 (at time of visit) must order from the children’s menu where available. (2) US$200 Disney Spending Money offer: Available to book 25 April – 02 July, 2019 for selected arrivals 01 January – 29 March, 2020 and 19 April – 03 October, 2020. Booking must include 5 nights’ minimum stay at a participating Disney Moderate Resort Hotel, Disney Deluxe Resort Hotel or Disney Deluxe Villa Resort. Disney Spending Money will be provided via a Disney Gift Card loaded with 200 Disney Dollars to be spent at Walt Disney World Resort and select US Disney Stores only. To learn more about Disney Gift Cards visit www.disneygiftcard.com. (3) 14-day ticket for the price of 7: For Disney Resort Hotel bookings over five nights or more, made by 31 December, 2020 for arrivals until 31 December, 2020, the 14-day ticket (Disney’s 14-Day Ultimate Ticket) is available for the price of a 7-day ticket (Disney’s 7-Day Ultimate Ticket). Disney’s 14-Day Ultimate Tickets expire 14 days from the first day of use. Disney Resort Hotel and Tickets must be purchased at the same time. For child tickets, children must be aged 3–9 years at the time of use. Visit www.disneyholidays.co.uk/walt-disney-world/tickets/ for full details on Disney Tickets. (4) Participating Disney Value Resorts (Free Breakfast Offer only): Disney’s All-Star Resorts, Disney’s Pop Century (excluding pool view rooms), Disney’s Art of Animation (excluding Little Mermaid standard rooms). Participating Disney Moderate Resorts: Disney's Caribbean Beach Resort, Disney's Coronado Springs Resort (excluding water view rooms), Disney's Fort Wilderness Resort & Campground, Disney’s Port Orleans Resort - Riverside (excluding standard view and standard view 5th sleeper rooms) and Disney's Port Orleans Resort – French Quarter. Participating Disney Deluxe Resorts: Disney's Animal Kingdom Lodge (excluding pool view rooms), Disney's Beach Club Resort, Disney's Boardwalk Inn, Disney's Grand Floridian Resort & Spa, Disney's Wilderness Lodge and Disney's Yacht Club Resort. Participating Disney Deluxe Villa Resorts: Disney's Animal Kingdom Villas – Kidani Village, Disney's Beach Club Villas, Disney's Boardwalk Villas, The Villas at Disney’s Grand Floridian Resort & Spa, Disney's Old Key West Resort, Disney’s Riviera Resort, Disney's Saratoga Springs Resort & Spa and Boulder Ridge Villas at Disney's Wilderness Lodge. Please note, Disney Deluxe Villa Resorts cannot be booked more than 330 days in advance of check-out date. Please note, where certain room types at Disney Resort Hotels are excluded from the offer, this includes the equivalent accessible room type. (5) Value Hotel saving based on a 2-week stay with one Disney Quick Service meal per day at £12.99 per adult. Moderate Resorts saving based on a 2-week stay on the Disney Quick Service Dining Plan at £39.99 per day per adult. Deluxe and Deluxe Villa Resorts saving based on a 2-week stay on the Disney Dining Plan at £56.99 per day per adult. (6) Please note that Fairytale Dining at Cinderella’s Royal Table, as well as Dinner Shows and Signature fine dining Restaurants require 2 Waiter Service meal entitlements per person dining. (7) Where “beverage” is included for table service meals and quick-service meals, the guest may choose any non-alcoholic beverage, or, if beer, wine or mixed drink beverages are offered at the location and the guest is 21 years of age or older with acceptable proof of age (see below), the guest may choose from a selection of the beer, wine or mixed drinks available at the location. Such selection will include most of the total offering of beer, wine or mixed drinks available at the location; some beer, wine and mixed drinks will be excluded. Novelty or souvenir cups are not included. Florida law permits the sale and service of alcohol products only to persons 21 years of age or older. The operators of the Walt Disney World® Resort participate in Florida’s Responsible Vendor program, and servers will verify age by requesting acceptable identification. Acceptable forms of ID are: U.S. drivers’ license, U.S. state ID card, U.S. military ID, or original passport or copy of passport (either on paper or captured on a mobile device), along with a government-issued photo ID that can verify the person and birth date shown on the passport. Please note that all persons visiting from outside of the United States are required to present both a valid passport as well as another form of government-issued photo ID from their country of origin. 8) FastPass+: For information on FastPass+ please visit https://disneyworld.disney.go.com/en_GB/plan/my-disney-experience/fastpass-plus/. 9) Memory Maker: Book by 31 December, 2020, for arrivals until 31 December, 2020. Standard gate price $199 correct as of 25 April 2019. For information on Memory Maker please visit http://www.disneyholidays.co.uk/walt-disney-world/memory-maker/.
**Please Note: you are choosing to advance register for your 2020 Walt Disney World Resort Holiday with My Magic Holiday.
All components (with the exception of the hotel accommodation) of your holiday will be confirmed and the total price will be agreed at time of booking. We will be able to confirm if your hotel and any Free Dining package you have been quoted has been confirmed and added to your booking from the 25 April 2019. Your price will be guaranteed at time of booking.
Hays Tour Operating Limited Booking Conditions
1. Your holiday contract
1.1. Your booking is made with Hays Tour Operating Limited (“us”, “we”), and the following booking conditions form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read the booking conditions and agree to them.
1.2. In these booking conditions, “you” and “your” mean all of the people named on the booking (including anyone who is added or substituted) or any one of them, as the context requires.
1.3. The person who makes the booking (the “lead passenger”) must be 18 years old. They must have the authority to agree to these booking conditions on behalf of all of the people named on the booking.
2. Before you book
2.1. Passport, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates.
We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
2.2. Travel Advice
The Foreign & Commonwealth Office issues essential travel advice on destinations, which includes information on passports, visas, health, safety and security and more. Make sure you have a look at www.gov.uk/foreign-travel-advice
2.3. Health / Vaccinations
You should contact your GP or a specialist vaccination centre for details of the measures you will need to take prior to departure.
2.4. Excursions and activities which form part of your package
We offer various excursions and activities which you can book with us as part of your holiday arrangements. These will be shown in your invoice. Some activities may require you to be in good health and, by booking with us, you confirm that anyone participating is in good health with no medical history that would make it dangerous to participate. You must observe safety instructions at all times. Excursions and activities are subject to minimum numbers, and may be cancelled at short notice. In such circumstance, you will receive a full refund of monies paid for the excursion or activity in question.
2.5. Excursions and activities which do not form part of your package
Excursions or activities that you do not book with us are not part of your package holiday provided by us. This will include excursions or activities where we have introduced you to the operator of the excursion or activity whilst you are on holiday. Your contract will be with the operator and not with us. We are not responsible for the provision of such an excursion, tour or activity or for anything that happens during the course of its provision by the operator.
3. Booking and Paying For Your Holiday
3.1. When you confirm a holiday booking you must pay a deposit of either £150 per person or any higher deposit which applies to your holiday. The deposit will only be refundable as set out in these booking conditions.
3.2. Bookings made directly on our website or within 84 days (12 weeks) of your departure date require full payment at the time of booking. Bookings that include a cruise require full payment at the time of booking if made within 112 days (16 weeks) of your departure.
3.3. Some travel arrangements need to be paid in full at time of booking and/or are nonrefundable should you subsequently cancel. We will inform you of this when you book. Please also refer to 6.3 (If You Cancel Your Holiday).
3.4. The balance of the price of your travel arrangements must be received at least 84 days (12 weeks) before departure and, in the case of bookings including a cruise, at least 112 days (16 weeks) before departure. If we or your travel agent have not received full payment before that time, we reserve the right to treat your booking as cancelled by you and to retain the deposit paid. If we do not choose to treat your booking as cancelled immediately because you have promised to make payment, if you still do not make full payment the cancellation charges shown at 6.2 will become due depending on the date we reasonably treat your booking as cancelled.
3.5. We reserve the right to cancel a booking which has been made at an incorrect price. When we become aware of any such pricing error, we will notify you as soon as reasonably possible. You will be given the option of accepting the correct price for your holiday, booking an alternative holiday or receiving a full refund.
3.6. A booking is not accepted until we issue an invoice. The date shown on the invoice is the date of booking.
3.7. 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 increase or decrease, and correct errors in, advertised prices and to change any of the holiday details advertised. Any changes will be made known to you at the time of booking.
3.8. It is important to check the details on the invoice when you get it. If any details appear to be incorrect or incomplete, please contact us immediately as it may not be possible to make changes later. Any misspelled or incorrect names must be corrected. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 10 days of our sending it out. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. We may charge a fee for any amendments.
3.9. Out Of Date Range Flights
Occasionally when a booking is made a long time before the departure date, flight details may not be available. If this is the case, we will inform you at the time of booking. When the timings and other flight details become available we will inform you of these. If these flight details amount to a significant change to your holiday (see 7.5) we will offer you the options set out at 7.8 of these booking conditions.
You should take out appropriate travel insurance which provides cover against loss of deposit or cancellation fees and against medical costs. Please read your policy details carefully and take them with you on holiday.
3.11. Advance Passenger Information
You must make sure advanced passenger information is submitted directly to your airline in advance of travel for all destinations.
3.12. Special Requests
We will endeavour to comply with any special requests we receive (such as specific airline seating, dietary requirements or specific rooms) and will pass any special requests to the relevant supplier. However, we are unable to guarantee that such requests will be met and are not liable for any loss suffered in the event of such requests not being complied with.
4. Your Financial Protection
4.1. We provide full financial protection for our package holidays.
4.2. For holidays which include a flight this is through our Air Travel Organiser’s Licence number 10531 issued by the CAA of 45-59 Kingsway, London WC2B 6TE (www.caa.co.uk).
4.3. 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.
4.4. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t 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).
4.5. If we 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.
4.6. When you buy a holiday which includes a flight, all money you pay to a travel agent is held by them on behalf of the Trustees of the Air Travel Trust, subject to their obligation to pay it to us as long as we do not fail. If we fail, any money held by the agent, or subsequently accepted from you by them, is and continues to be held on behalf of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies you pay to a travel agent are held by them on our behalf at all times.
4.7. When you buy a package holiday which doesn’t include a flight, protection is provided by way of a bond held by ABTA of 30 Park Street, London, SE1 9EQ (www.abta.com).
5. If You Want To Change Your Holiday
5.1. If you want to change any part of your holiday arrangements after the invoice has been issued, for example your chosen departure date or accommodation, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the lead passenger or by your travel agent. If it is possible to make the change, it will be subject to an administration charge of £50 per person, and payment of any further costs we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
5.2. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
5.3. Some accommodation and transport is priced according to the number of people. If fewer people share then the cost per person may go up.
5.4. If you change your booking to a holiday of lower value and then you cancel that holiday we can levy cancellation charges on the value of the original booking.
5.5. Transferring Bookings
You may transfer the booking to another person. An administration charge will be made of £50 per person for transfer requests made more than 61 days before departure, and £100 per person within 61 days before departure. You must also pay any further costs we incur in making this transfer. As most airlines do not permit name changes after tickets have been issued, these charges are likely to include the full cost of the flight. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.
6. If You Cancel Your Holiday
6.1. If you or anyone on your holiday booking wishes to cancel the holiday, the lead passenger must notify us in writing (including by e-mail). Any notification by telephone will take effect at the time given provided that it is confirmed in writing by the lead passenger within 24 hours.
6.2. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges when you cancel. The amount of the charges depends on how long before departure you cancel and on whether or not your holiday includes a cruise, as set out in the tables below. “Deposit” means any amount paid or payable at the time of booking.
Cancellation charges if your holiday does not include a cruise:
|Time of cancellation|
(days prior to departure)
|84 days or more||Loss of deposit|
|83 – 70 days||40% of total holiday cost *|
|69 – 42 days||60% of total holiday cost *|
|41 – 33 days||70% of total holiday cost *|
|32 – 15 days||90% of total holiday cost *|
|14 days or less||100% of total holiday cost|
* or loss of deposit if greater
Cancellation charges if your holiday includes a cruise:
|Time of cancellation|
(days prior to departure)
|112 days or more||Loss of deposit|
|111 – 50 days||75% of total holiday cost *|
|49 days or less||100% of total holiday cost|
* or loss of deposit if greater.
6.3. Higher cancellation charges may apply in cases where we know that the costs to us of cancelling your travel arrangements will exceed the standard charges. If this is the case we will inform you at the time of booking.
6.4. Insurance premiums and amendment charges are not refundable in the event of cancellation.
6.5. You can cancel your booking before it has started without paying cancellation charges if the performance of your holiday, or travel to your destination, is significantly affected by unavoidable and extraordinary circumstances at your destination or in its immediate vicinity. We will observe advice provided by the UK Foreign & Commonwealth Office.
7. If We Change Or Cancel Your Holiday
7.1. Accuracy of Information We rigorously check the information given in our advertising to ensure that it is correct to the best of our knowledge at the time of issue. However, we cannot guarantee the accuracy of the descriptions of the travel products displayed. Facilities may have changed from those advertised or be unavailable. Hoteliers and other suppliers may wish to maintain or improve their facilities, or take a break themselves. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. We will always endeavour to advise you of any significant changes that we are made aware of prior to your departure.
7.2. Building Works Many hotels and resorts are continuing to develop, sometimes intensively and often with little or no advance warning. Whilst we have no control over such work, it is important to us that you are aware of any significant building work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of works which might reasonably be expected to seriously impair the enjoyment of your holiday, we will notify you as soon as possible.
7.3. Exclusive Escorted Departures Provision of a Hays Travel staff escort on our advertised Exclusive Escorted Departures is subject to minimum passenger numbers being reached. Should minimum numbers not be reached your holiday will continue with other local ground representation. If this is the case, we will notify you a minimum of four weeks prior to departure. If We Change Or Cancel Your Holiday Before Your Departure
7.4. We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. We plan arrangements a long time in advance of your holiday using independent suppliers, such as airlines and hotels, over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to change or cancel your holiday at any time. If we have to make a significant change or cancel, we will tell you as soon as possible.
7.5. A significant change includes a change of accommodation to that of a lower standard for the whole or a major part of your time away, a change of flight time of more than 12 hours, a change of UK departure airport (except between London airports), or a significant change of resort area. Examples of insignificant changes include alteration of your flights by less than 12 hours, changes to aircraft type, changes of carriers, change of accommodation to another of the same or higher standard,.
7.6. We will only cancel your confirmed booking after you have made full payment where we are forced to do so by unavoidable and extraordinary circumstances (see 7.10) or if the minimum number of clients required for a particular travel arrangement is not reached.
7.7. If we cancel your holiday you can choose either to have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
7.8. Where there has been a significant change to your holiday we will offer you the choice of:
We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.
7.9. If we have to make a significant change or cancel we will pay you the compensation set out in the table below, unless:
|Time of significant change or cancellation|
(days prior to departure)
|Compensation per person|
|More than 60 days||Nil|
|60 – 42 days||£10|
|41 – 33 days||£20|
|32 – 15 days||£30|
|14 days or less||£40|
No compensation is due for changes that are not significant changes.
7.10. Unavoidable and extraordinary circumstances We shall not be in breach of our contract with you nor liable for delay in performing, or failure to perform, any of our obligations under our contract with you if such delay or failure results from a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken (“unavoidable and extraordinary circumstances”), including but not limited to, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire or unavoidable technical problems with transport
8. On Holiday
8.1. Flight Delays When a delay occurs we will try to make sure refreshments or meals are provided when appropriate. Such arrangements will normally be the responsibility of the airline. If you have taken out a travel insurance policy you should have cover against delays.
8.2. Cutting Your Holiday Short If you return home early where a problem with the services provided does not reasonably justify it, we will not offer you any refund for the part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment.
Behaviour 8.3. If in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing or is likely to cause danger or upset or persistently affect the enjoyment of others, or to cause damage to property, we reserve the right to terminate your holiday. Should this happen no refund or compensation will be paid and we will have no further responsibility for your holiday arrangements (including any return travel).
8.4. You will be responsible for all damage you cause to any vehicle, accommodation or their contents during your holiday. These charges may need to be paid locally.
8.5. Additional assistance If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
8.6. Representative Services 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. Please ensure you refer to your travel documents which will provide the appropriate contacts details should you need assistance whilst on holiday.
8.7. Airline failure In the unlikely event that the airline with which you are traveling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative flight home for you.
8.8. Charges payable locally In addition to your holiday price you may have to pay charges locally in resort, such as city taxes, resort fees and breakage/security deposits. Please ensure you have sufficient local currency available at your destination.
9. Our Liability to You
9.1. Please read this clause carefully as it sets out our entire financial liability (including any liability for the acts or omissions of our employees, agents and subcontractors) to you under or in connection with our contract with you.
9.2. We are responsible for the performance of the travel services included in your package travel contract, irrespective of whether those services are to be performed other travel service providers (our suppliers). If any of the travel services are not performed in accordance with the package travel contract and we don’t put that right we may be liable to offer you compensation, but within the limits of the law and the terms of our contract with you.
9.3. Nothing in these booking conditions shall limit or exclude our liability for:
9.3.1. death or personal injury resulting from negligence; or
9.3.2. fraud or fraudulent misrepresentation; or
9.3.3. breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
9.3.4. any other liabilities for which it would be illegal or unlawful for us to limit or exclude that liability.
9.4. We shall not be liable to you, whether in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, for any damage, expense, cost or other sum or claim of any description whatsoever which results from:
9.4.1. your acts or omissions; or
9.4.2. unavoidable and extraordinary circumstances (see 7.10)
9.5. Without prejudice to clauses 9.3 and 9.4, our total liability arising under or in connection with our contract with you, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, shall be limited to a maximum of three times the cost of your travel arrangements.
9.6. Our liability will also be limited in accordance with and/or in an identical manner to:
9.6.1. The contractual terms of our suppliers (such as airlines, accommodation or transport providers) that provide your travel arrangements. These terms are incorporated into this contract; and
9.6.2. Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim 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 compensation contained in these or any conventions.
9.6.3. Copies of the transport companies' contractual terms, or the international conventions, are available on request.
9.7. Under EU Regulation 261/2004 you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. 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 airline or any other service provider will be deducted.
9.8. 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.
10. If You Have A Comment or Complaint
10.1. If you have a complaint about any of the services included in your holiday, please inform our local agent or notify the supplier of the service in question (e.g. hotelier). If your complaint is not resolved locally, please contact us through our In Resort Team on +44 191 510 6266 and we will endeavour to put things right.
10.2. If you do not make your complaint as soon as possible while on holiday, this will affect our ability to investigate and take remedial action and this may affect your rights under your contract with us
10.3. If a problem remains unresolved during your holiday, you must make a complaint in writing to us within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number
10.4. We are a Member of ABTA, membership number Y6070. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you 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.
10.5. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
11. Privacy notice
11.1. We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website.
12. Governing Law
12.1. Your contract with us and any dispute or claim arising out of or in connection with it shall be governed by the law of England and Wales.
12.2. You and we irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the contract between us.
Your privacy is important to us
This statement explains how we collect, use, transfer and store your personal data. We would encourage you to read this information.
IMPORTANT INFORMATION AND WHO WE ARE
About this privacy notice
This privacy notice explains how My Magic Holiday collects and processes your personal information. We would encourage you to read this information.
It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.
Who’s responsible for your personal information?
We refer to My Magic Holiday in this statement. My Magic Holiday is responsible for this website and is the 'data controller' for your data (collectively referred to as "we", "us" or "our" in this privacy notice).
How can you contact us?
We have appointed a data protection manager to oversee compliance with this privacy notice. If you have any questions about this privacy notice or how we handle your personal information, please contact the Data Protection Manager at email@example.com or by writing to: Data Protection Manager, My Magic Holiday, C4DI, 31-38 Queen Street, Hull, HU1 1UU.
You can also contact us using the contact details on our website.
If you do not think that we have processed your data in accordance with this notice you should let us know as soon as possible. You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
Changes to the privacy notice and your duty to inform us of changes
We may change this privacy notice from time to time. You should check this notice occasionally to ensure you are aware of the most recent version.
It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your relationship with us.
Links to other websites
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. When you leave our website, we encourage you to read the privacy notice of every website you visit as we do not control those.
THE KIND OF INFORMATION WE COLLECT ABOUT YOU
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you (and about any other person you include on your booking) which we have grouped together as follows:
Identity Data includes your name, title, date of birth, gender and passport details.
Contact Data includes your address, email address and telephone numbers.
Sensitive Data includes information concerning medical conditions, disabilities, religious or philosophical beliefs and criminal convictions and offences.
Financial Data includes bank account and payment card details.
Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback, survey and promotional responses.
Usage Data includes information about how you use our website, products and services.
Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
Apart from the Sensitive Data referred to above, we do not collect any other Special Categories of Personal Data about you (this also includes details about your race, sex life, sexual orientation, political opinions, trade union membership and information about your genetic and biometric data).
Information about other people
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with our products and services). We will notify you if this is the case at the time.
HOW YOUR PERSONAL INFORMATION IS COLLECTED
We use different methods to collect data from and about you including through:
Direct interactions. You may give us your Identity, Contact, Financial, Sensitive and Transaction Data by filling in forms or by corresponding with us online or by post, phone, email or otherwise. This includes personal data you provide when you:
apply to purchase our products and services;
enquire about our goods and services;
subscribe to our services or publications;
request marketing to be sent to you;
enquire about our community involvement;
enter a competition, promotion or survey; or
give us some feedback.
Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
Identity, Contact and Sensitive Data from schools or other organisations making a party booking on your behalf and carers or other healthcare providers in relation to your booking.
Contact, Financial and Transaction Data from providers of technical, payment and delivery services.
Identity and Contact Data from data brokers or aggregators.
Identity and Contact Data from publicly available sources such as social media.
Technical Data from the following parties:
advertising networks; and
search information providers.
HOW WE USE YOUR PERSONAL INFORMATION
It’s important that you understand what we’ll do with the data that we hold about you.
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
Where we need to perform the contract we are about to enter into or have entered into with you.
Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
Where we need to comply with a legal or regulatory obligation.
Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to the collection and use of Sensitive Data and sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.
Purposes for which we will use your personal information
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.
|Purpose/Activity||Type of data||Lawful basis for processing including basis of legitimate interest|
|To carry out our obligations arising in connection with any contracts entered into between you and us, or between you and a third party supplier, including: (a) To communicate with you regarding your booking or other purchase |
(b) Manage payments, fees and charge
(c) Collect and recover money owed to us
(d) Resolve complaints and deal with disputes
|(a) Identity |
(f) Marketing and Communications
|(a) Performance of a contract with you, including the use of data relating to criminal convictions and offences which may be required for VISA requirements or, for example, to secure car hire |
(b) Compliance with a legal obligation, including compliance with anti-money laundering legislation relating to foreign currency transactions
(c) Necessary for our legitimate interests (to recover debts due to us)
(d) The provision of preventative medicine and health care in relation to data relating to your health,
(e) Consent in relation to the processing of Sensitive Data such as your religious or philosophical beliefs
(b) Asking you to leave a review or take a survey
(c) Recording telephone conversations
|(a) Identity |
(d) Marketing and Communications
|(a) Performance of a contract with you |
(b) Necessary to comply with a legal obligation
(c) Necessary for our legitimate interests (to keep our records updated, to study how customers use our products/services and for colleague training and customer service)
|To enable you to subscribe for our newsletter, take part in a prize draw, promotion or competition or complete a survey||(a) Identity |
(e) Marketing and Communications
|(a) Performance of a contract with you |
(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)
|To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)||(a) Identity |
|(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) |
(b) Necessary to comply with a legal obligation
|To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you||(a) Identity |
(e) Marketing and Communications
|Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)|
|To use data analytics to improve our website, products/services, marketing, customer relationships and experiences||(a) Technical |
|Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)|
|To make suggestions and recommendations to you about goods or services that may be of interest to you||(a) Identity |
(f) Marketing and Communications
|Necessary for our legitimate interests (to develop our products/services and grow our business)|
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us or if you provided us with your details when you entered a competition or registered for a promotion.
We will get your express opt-in consent before we share your personal data with any internal or external third parties for marketing purposes.
We won’t use your personal data for marketing purposes at all if you’ve told us not to. You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
SHARING YOUR PERSONAL INFORMATION
We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
External third parties including the following:
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
It may be necessary to pass your booking details to third parties, such as airlines, hotels and transfer providers, situated outside of the European Economic Area (EEA) in order to perform our contract with you. Whenever we do so, we will try to make sure that your personal information is adequately protected.
KEEPING YOUR INFORMATION SECURE
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. For example, all information you provide to us is stored on our secure servers which means that your information can’t be read by anyone who doesn’t need to see it. Any payment transactions will be encrypted using SSL technology. When you get in touch with us, we’ll ask you a couple of security questions before we share any personal details just to check it’s you. In addition, we limit access to your personal data to those colleagues, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping that password confidential. We ask you not to share a password with anyone.
We strongly recommend that you do not disclose your My Magic Holiday account log in details to anyone. Please always remember to logout of your account when you have finished using our website.
We have also put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
How long will you use my personal data for?
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
Details of retention periods for different aspects of your personal data are available in our retention policy which you can request from us by contacting us.
Under certain circumstances, by law you have the right to:
Request access to your personal information (commonly known as a "data subject access request"). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).
Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.
Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.
Request the transfer of your personal information to another party.
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact the Data Protection Manager.
No fee usually required
You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Complaints to the regulator
If you do not think that we have processed your data in accordance with this notice you have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues. You can contact them by going to their website at ico.org.uk, phoning them on 0303 123 1113 or by post to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.
We've just returned from our first holiday booked through my magic holidays....... but it certainly will not be the last! These guys have been great from the get go, so helpful, always quick to answer any questions, and genuinely lovely people to deal with! I would not hesitate to recommend them to anybody & everybody!
After looking around at LOADS of travel agents, it was clear that Mattie was the only one that we'd want to trust our 'biggest-and-best-trip-yet' to our 'Happly Place' - fantastic service, extremely knowledgeable and an absolute pleasure to book with! The guy obviously loves his job, and his enthusiasm shines through.
Mattie has been fantastic - been to Florida 5 times but always done DIY but not only did he give me an amazing price he's been so helpful with finding hotels and suggestions !! 5 star service deserves a 5 star rating
Your Financial Protection
My Magic Holiday ABTA numbers for ATOL packages Y6657 & Y6658 – ATOL number 10531
Tour Operator holidays ABTA P8146
Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct.
Some of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme but ATOL protection does not apply to all holiday and travel services offered on this website. This website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make 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 parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booing conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk
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