Agency Terms & Operator Terms and Conditions
Operator Terms and Conditions - our supplier
Should a ticket only booking be cancelled for any reason the below costs will be incurred.
365 days before Departure 100% Cancellation Fee
Unused portions of tickets and excursions will NOT be refunded. Tickets/packages containing Walt Disney & Universal Orlando passes cannot be cancelled or returned once purchased and despatched.
Despatch of tickets
All Disney, Universal, Flextickets, SeaWorld and Combo products are actual tickets (unless stated in product description). Seaworld passes are turnstile ready etickets allowing direct access to the park (including packaged combo tickets inclusive of Seaworld, Aquatica or Busch Gardens). The free offer of VIP Dine4less or Kids Eat Free cards are only valid on actual tickets shipped - this does not extend to voucher reservations.
Tickets are dispatched via first class delivery and are the responsibility of the client. Tickets cannot be returned once despatched under any circumstances. Tickets are sent within approximately 18 days to the clients address. This is regardless of the shipping method selected. Any upgraded shipping guarantees tracked or expedited from the moment the tickets are shipped from the UK office. Certain tickets are date specific and event dates are liable to change. It is the clients responsibility to check tickets are valid for the intended visit prior to travel.
It is the clients responsibility to assess whether Special Delivery is required for the reservation regardless of the product type. Despatch of passes for the next calendar year usually commence in June so are exempt from the 18 day delivery timescale and will always be actual tickets unless booked within 18 days.
Refunds are not provided for incorrectly selected delivery methods. Upon receipt of tickets, clients are required to check the documents and passes received and report any inaccuracies, errors or omissions within 21 days. We cannot accept responsibility for inaccuracies, errors or omissions on tickets despatched outside of this time period.
Discovery Cove produce E-Certificates, which give direct entry to the park, these are uploaded on to your order approx 7 days after purchase. We will send you an email when this has been done.
Dinner Shows, Blue Man Group, Kennedy Space Centre, Boggy Creek, Eat and Play, Kids Eat Free and Gatorland are issued as vouchers and are uploaded or emailed approx 3 days after purchase subject to availability. Clients should be advised it is common practise for attractions to periodically close for refurbishment or operational reasons. No refund or partial offering is provided in such circumstances. Ticket validity of all multi-day passes are 14 days from first use with the exception of 21 Day passes.
Car Hire Vouchers are sent within approximately 18 days of booking, these are uploaded on to your order.
If you have booked tickets within 18 days of travel and been notified it will be a voucher, these will be uploaded to your order 3 days after purchase subject to availability. The voucher is valid for a single redemption and misuse is considered a criminal offence. Should a park subsequently request payment for a voucher previously redeemed, the client payment card will be automatically charged for the total amount.
Reservation based products such as Discovery Cove and Limousine Dinner events are not confirmed until the reservation confirmation and tickets are sent via email. All guests booking Discovery Cove must be able to visit on 3 possible dates which is provided at the time of online booking.
**SPECIAL OFFER PACKAGES**
We periodically run special promotion offers which are liable to be removed at anytime based on volumes sold. If purchasing these packages, customers should allow 21 days for delivery due to volume such offers generate.
** IMPORTANT NOTICE - Once Disney & Universal passes/inclusive packages are despatched they are 100% non cancelable and non refundable. Under no circumstances can tickets be returned to Travelbuzz once purchased.
Full payment is required at the time of reservation. An automated reservation number will be despatched which should be quoted in all communications with floridaescapes.co.uk. Applicable credit card charges will be noted in the cart. All reservations made via our call centre, online or other electronic method are subject to these terms and conditions and it is the responsibility of the client to read these prior to booking. It is a condition of sale the client has sufficient insurance coverage in place to cover any cancellation eventuality. Upon confirming the reservation, the client accepts these conditions. Bookings placed on deposits can be cancelled with loss of deposit up to 8 weeks prior to travel. Under no circumstances will the deposit element of a cancelled reservation be refunded. Should we exceptionally accept a refund request for any of the parks with the exception of Disney, tickets must be returned to us unsigned and undamaged. We cannot accept under any circumstances damaged or signed passes. When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the principal(s) or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. Please be advised Walt Disney World only guarantee the operation of one waterpark at any time. Furthermore Walt Disney World, Universal Resort Orlando and SeaWorld Parks and Entertainments advise entry to the parks may be curtailed should special events which require additional ticketing is taking place. Clients accept responsibility for the verification of dates prior to booking through the providers own website. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.
All prices on website are live and are available at time of booking. We reserve the right to cancel and refund any booking at any time for operational reasons. Prices on the website are subject to be amended at any time. Special offer prices are the best available at the time of booking but are liable to increase or decrease at any time. Should prices increase and the deposit rate is over 5% increase, we reserve the right to cancel and refund any deposits made. We will not refund any price decreases should rates reduce in between order and delivery. Likewise, we will not request additional funds should a price increase within the delivery time.
We offer a price match for all products on any UK based, ABTA protected ticket agent. We will not price match special offers, promotional tickets or any offers which specifically require access to view ticket prices. This is at the discretion of the management and we reserve the right to refuse a price match at any time. We do not offer a price match on deposit bookings. The contract does not come into existence until the order is shown as 'Completed'.
Theme park tickets have a cash value and should be treat as such upon receipt. The parks will not replace lost or stolen tickets and the purchase of replacement passes are required with travel insurance not usually covering such eventualities. If booking a voucher product, this would cover the re-generation of the original document - the ticketsafe does NOT cover the actual hard copy tickets you collect from the park.
We can offer peace of mind with our TicketSafe option which is a one-off add on purchase covering all tickets on a single booking reference. This is live from the delivery of the tickets to the customer and ensures replacement passes will be waiting at Guest Services - to use the service, simply quote your booking reference and we can usually have everything arranged within 24 hours.
This must be purchased at the time of ticket ordering (£25.00) and cannot be added at a later date. Clients understand this protection does not cover cancellation. We reiterate - Ticketsafe does not cover voucher bookings.
We will not accept liability or offer compensation if our performance or that of any of our suppliers is affected by an event beyond our control (force majeure) including war or threat of war, riots, terrorist activity, pandemics, industrial disputes, natural or nuclear disasters, fire, bad weather conditions, technical problems to transport, temporary or permanent closure of attractions or any other force majeure. Walt Disney World also include the below clause which is accepted by all clients:
Parks, attractions or entertainment may change operating hours; close due to refurbishing, capacity, weather or special events; and may otherwise change or be discontinued without notice and without liability to the owners of the Walt Disney World® Resort. The owners of the Walt Disney World® Resort shall not be liable for non-utilization of ticket components or loss of recreational opportunities due to refurbishing, capacity, weather, special or premium events or any circumstances beyond their control. No refunds are given in force majeure unless specifically offered from the parks. It is a condition of sale the client has sufficient insurance coverage in place to cover any cancellation eventuality.
Lost / Stolen Tickets
Should the postal service fail to deliver passes, we will issue a copy of the tickets which must be presented at the park for the re-issue of passes. Under no circumstances are we able to re-issue passes which have been sent.
If booking ticket only (no hotel, car rental or flight booked at the same time as park tickets), the transaction is classed as a single item and is not protected under any financial protection scheme as passes are received in advance of travel within a 14 day time frame from ordering.
Once booked, your reference number is your cover note so this should be quoted in all communications.
Upon delivery of the tickets, the tickets should be kept safe however, if tickets are lost guests can opt to purchase the Ticketsafe cover which can only be pre-purchased at the time of booking for £25 per booking. Once booked, your reference number is your cover note so this should be quoted in all communications. Customers who have not purchased this are subject for a £50 admin fee to arrange the collection of duplicate passes at Guest Services.
When booking online, we request a date of travel. This information is to ensure passes are delivered in advance of travel and for statistical purposes. All tickets are open dated for the year in which they are purchased and can be used at any point. Customers understand that tickets are not set to the specific date and no date restrictions are set on tickets and therefore we do not need to be advised on any change of travel plan if within the same year.
Discovery Cove reservations are not confirmed until you receive the confirmed booking. If your dates are unavailable we will refund you. If your order contains other attraction tickets, they will be charged as per the order.
All bookings are subject to these terms and conditions of business.
All hotel reservations for Universal Resort Orlando and Walt Disney World are inclusive of state taxes and fees. When selling accommodation we act as an agent for the tour operator whom will be disclosed at the time of booking. Full payment is due at the time of reservation to secure the rate. Deposit reservations are only possible when booking a Walt Disney World package with balance due 12 weeks prior. Clients are obliged to check and confirm the reservation details directly on the Walt Disney Travel Company website using the reference which will be sent via email and advise immediately of any errors.
When booking hotel reservations, we may offer a promotional rate on the park tickets. These will be issued as vouchers only and the balance is due at the time of reservation.
Agency Booking Conditions - Hotel and flight bookings
1.1 These booking conditions, together with our privacy notice and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Travelbuzz Limited, Clavering house, Clavering Place, Newcastle Upon Tyne ("we" or "us"). Please read them carefully as they set out our respective rights and obligations. In these booking conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. If you have any further questions after reading these booking conditions then please contact our customer services team who will be happy to help you.
1.2 We sell travel services on and financial protection is offered through Protected Trust Services.
1.3 We act only as an agent. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below.
2.1 By making a booking, you agree on behalf of all persons detailed on the booking that you have read these booking conditions and agree to be bound by them and you are over 18 years of age.
2.2 When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as it may not be possible to make changes later, you may incur charges to make changes and it may harm your rights if we are not notified of any inaccuracies in any document immediately.
2.3 Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. Please ensure that the names given are the same as in the relevant passport.
3.1 You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
4. Your contract
4.1 When making your booking we will arrange for you to enter into contracts with the suppliers (tour operator, airline or other supplier) named on your booking summary. For most bookings we act as agent for the supplier but we act as your agent when making a booking with most no frills airlines. Details will be given at the time of booking. The supplier's booking conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. They may limit or exclude the supplier's liability to you, as well as in accordance with applicable International Conventions. Please ask us for copies of these if you do not have them. Until a component has been confirmed by the individual supplier, no contract has been formed.
4.2 You may wish to purchase flights, hotel, car rental, transfers or other services on our website. The products shown are subject to availability. Each component will be provided by different third party providers of the products you have selected. Your contract will be with the individual suppliers and not with us. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. However, depending on which arrangements you book with us a combination of travel services may be a package under the Package Travel Regulations for which we are responsible as package organiser (see “Where we are package organiser” below).
5.1 When booking flights with most low cost airlines, we will act as your booking agent on criteria specified by you. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. We will arrange for you to enter into a contract directly with the airline concerned. Your payment obligations will be as agreed between you and us. In all other respects, you will be subject to the airline's terms and conditions which you must refer to on the relevant airline's website. You are advised to read these carefully prior to requesting us to book your flight. By making a booking for which we are acting as your agent, you specifically agree to the terms of this clause. We accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself.
5.2 Charter flights: When you book your charter flight through us, we act as agent for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider.
6. If You Want To Change or Cancel Your Holiday
6.1 Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their booking conditions (which may be 100% of the cost of the travel arrangements). We may collect this on their behalf and you also must pay us any applicable administration charges.
7. Changes or Cancellations by the Supplier
7.1 We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. Except where we act as package organiser (see “Where we are package organiser” below), we accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.
8. Our Service Charges
8.1 In certain circumstances we apply service charges which will be shown on your booking confirmation as follows:
"Administration Fee for Supplier Failure Cover" (see “Your Financial Protection” below)
"ATOL fee" (see “Where we are package organiser” below)
"Service Charge" – a charge for the booking agency services we provide to you.
Please note that the term Service Charge does not refer to us putting together a holiday package, it is our standard charge for the service of acting as booking agent.
9. Our responsibility for your booking
9.1 Your contract is with the supplier and its booking conditions apply. Unless we act as package organiser (see “Where we are package organiser” below), as agent, we accept no responsibility for the actual provision of the travel services. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
10.1 The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
10.2 If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. We will of course assist you with this if you wish - please contact Customer Services.
10.3 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. Your Financial Protection
11.1 Many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. Please ask us about the protection that applies to your booking.
11.2 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.
11.3 Please note that ATOL protection is not available for flights with low-cost carriers or where your payment is made direct to airlines unless they are part of a package (see “Where we are package organiser” below). Where necessary, we will add supplier failure insurance to your booking automatically. This protects you by insuring us against the costs of refunding or replacing your booking if a supplier fails. If applicable we will charge an administration fee for supplier failure cover which will be shown on your booking confirmation.
11.4 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).
11.5 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.
12. Where we are package organiser
12.1 Depending upon which arrangements you book with us and how they are booked, your travel arrangements may constitute a package holiday where we are the organiser under The Package Travel and Linked Travel Arrangements Regulations 2018.
12.2 Where we are package organiser, we will still be acting as an agent and your contracts will still be with the separate travel service suppliers. However, as package organiser we will be responsible for the performance of the travel services included in your package, 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 these booking conditions.
12.3 Where flights are included, we offer ATOL protection issued by the CAA of 45-59 Kingsway, London WC2B 6TE (www.caa.co.uk). An ATOL Protection Contribution of £2.50 per passenger is payable to the CAA on package bookings and this will be reflected on your booking summary as a charge for "ATOL fee".
12.4 When you buy a package holiday where we are the organiser which doesn’t include a flight, protection is provided by way of a trust account held with Protected Trust Services.
12.5 Where we are package organiser, 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.
12.6 Where we are package organiser, 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.
12.7 Where we are package organiser, you can contact us to complain about any lack of conformity perceived during the performance of the package or to request assistance if you are in difficulty through our Customer Relations department.
13. Special Requests
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier but we do not guarantee that they will be met and we will have no liability to you if they are not.
We require you take out adequate travel insurance and it may be a condition of your contract with suppliers. Your insurance should offer cover for you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses including theme park ticket cancellation (100% loss). If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which would have been covered by such insurance.
15.1 Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.
15.2 Safety standards in some countries may differ from those applicable in the United Kingdom. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.
15.3 After registration, on arrival at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with your accommodation supplier. Please note that any local taxes and expenses will be payable to your accommodation supplier in resort on check-out.
15.4 The standard international practice is to let rooms from midday to midday. However times do vary. Check-in times are usually between 2pm and 3pm, check-out times between 11am and 12 noon on the day of departure. Therefore, if you check-in immediately after a night flight this would normally count as one night's accommodation. Similarly, if your return flight is at night you will normally be required to vacate your room at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management.
16. Building Work
From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. If we are notified of such works we will inform you before you make your booking or within a reasonable time of us being notified.
17. Delivery of Documents
All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by post or email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. You must pay any charges made by suppliers if tickets or other documents need to be reissued.
18. Passports, Visas and Health
19.1 We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. 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. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. For more information on passports please visit https://www.gov.uk/browse/citizenship/passports
19.2 Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.
20. Final Travel Arrangements
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
21. Unavoidable and Extraordinary Circumstances
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our obligations to you are affected by any circumstances which we or the supplier of the service in question could not have avoided even if all reasonable measures had been taken. These circumstances can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, weather conditions which make it impossible to travel safely to the destination and all similar events outside our control or the control of the supplier concerned.
Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.
23. Privacy notice
We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website.
24. Law and Jurisdiction
These booking conditions are governed by English law and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.
Cancellation or amendment - Principal’s charge + £30 per person
Tickets despatched by insured delivery - £5.50 (Royal Mail Special
Florida Escapes is a trading name of Travelbuzz
Contact: florida (at) booktravelbuzz.com
We are open from 9AM - 5PM Monday to Friday with email support out of hours up to 10PM.