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STANDARD TERMS AND CONDITIONS OF CONTRACT STA TRAVEL


OUR AGREEMENT WITH YOU
We are STA Travel (ZA) Limited (STA Travel) and our agreement with you sets out what you are legally entitled to expect from and your obligations to us. We sell products and service as an agent on behalf of airlines, wholesale companies and other service providers including accommodation and transportation services (Third Party Suppliers). You should make sure that you understand the terms and conditions which apply to your particular arrangements in addition to these general terms and conditions, and we will make available to you the terms and conditions or websites of the Third Party Suppliers.

Your Travel Booking
When you make a booking:

(a) you guarantee that you have the authority to accept and do accept for yourself and on behalf of your party the terms of these booking conditions; and any terms and conditions imposed by Third Party Suppliers.
(b) it is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies immediately on receiving this document. The names in your booking must be exactly the same as they appear in the traveller’s passport.
(c) you enter into a legally binding contract to acquire the relevant travel or travel related products and/or services with the Third Party Suppliers.
(d) if you make a booking on behalf of someone, you warrant that you have the authority to accept and do accept on behalf of that person to be bound by STA Travel’s general terms and conditions and the relevant Third Party Suppliers’ terms and conditions.

STA Travel’s role is to assist you to plan your travel arrangements, facilitate your bookings, and arrange payment and refunds as applicable.  STA Travel is not a provider of any travel products/services as such and has no responsibility for products or services provided or not provided by any Third Party Suppliers. We give and make no warranty or representation regarding the standard of any services or products supplied by Third Party Suppliers and no person has authority to make any such representation or warranty on behalf of STA Travel.

If for any reason, any Third Party Supplier is unable to provide the products/services you purchased through STA Travel, your remedy lies against that Third Party Supplier and not STA Travel.

These general terms and conditions together with the relevant terms and conditions of the Third Party Suppliers apply to any travel products/services you purchased through us.

Deposits and Payment
Deposits are non-refundable. Payment of a deposit enables STA Travel to hold a reservation for you but does not guarantee the fare and/or price. The fare and/or price can only be guaranteed once we receive full payment and tickets and/or other travel documents have been issued.  The Booking Fee is also non-refundable.

STA Travel will advise you of the date that full payment is required.  All prices shown are ’from prices’ and we reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. Additional deposits for certain travel arrangements may also be required by Third Party Suppliers. Failure to make payment in full by the due date may result in the forfeiture of any deposit paid.

We reserve the right to refuse personal cheques. After full payment the conditions of the contract with your Third Party Supplier may permit them to increase the cost of your arrangements. We will pass any such increase on to you.

Documentation
Travel documentation will not be issued until full payment with cleared funds is received. STA Travel’s general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge you an administration fee if we send you such documents in hard copy form, at your request. All travel documents are non transferable.  It is your responsibility to collect all paper travel documents prior to departure. Your travel documents are valuable and should be safeguarded as if they were cash. It is not always possible to replace travel documents in the case of loss, theft, damage etc.

Cancellations and Changes
Your contract with your Third Party Suppliers may allow suppliers to cancel or amend bookings. We will ensure that you are promptly notified of any significant changes, but accept no liability for any changes or costs incurred which may result.

If we make a significant change to your booking, we will inform you as soon as reasonably possible if there is time before your departure. These may include (but are not limited to) the following changes: a change of accommodation to that of a lower category, a change of departure airport, a change of supplier, a change in time of your departure or return flight by more than 12 hours. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us, (we will refund any price difference if the alternative has a lower value), or cancelling your booked arrangements and receiving a full refund.

This refund will not affect your statutory or other rights. We will only make one payment for each full fare paying adult in the booking. Any children not paying the full adult fare will receive 50% of the listed amount. If the value of your booking is less than the compensation outlined, we will pay compensation only to the value of the booking. You agree that this is the only compensation payable in connection with such an error.

Period before departure when a significant change is notified Compensation payable per person
More than 56 days R0
55-29 days R100
28-15 days R200
14-7 days R300
7-0 days R400

 

Important note – changes beyond our control.
Compensation will not apply if a significant change is made for reasons beyond our control. These include (but are not limited to): force majeure, war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, and changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar event.

If you have booked a flight and we are alerted to a significant schedule change by your airline before you depart from South Africa, we will contact you by email to advise you of this. Please ensure that you have given your contact email address to STA Travel and that you regularly check for messages before you leave. STA Travel has no control over airline schedule changes and accepts no liability for costs which may arise as a result of such changes.

 

After you have left South Africa, it is your responsibility to check with the airline that any onward or connecting flights (whether local or international) you have confirmed are operating as booked. We strongly recommend that you contact your airline at least 72 hours before the scheduled departure of each flight to do this. Please note that for some airlines it is mandatory to confirm with them your intention to fly.

Our Responsibility For Your Arrangements
We have taken all reasonable care to make sure that all the services that make up the arrangements made by STA Travel are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided. However, please be aware that overseas safety standards may be lower than in South Africa. You acknowledge and agree, however that, STA Travel has no liability for any act, omission or default, whether negligent or otherwise, of any Third Party Supplier.

In circumstances where liability of STA Travel cannot be excluded, such liability is limited to the value of the purchased travel arrangements.

STA Travel reserves the right to decline to provide services to any individual, legal entity, group or party of travellers.

YOUR AGREEMENT WITH US
By finalising your arrangements with us, you are accepting that the terms of this Agreement (and conditions of any contract made with any Third Party Supplier(s)) apply to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party. We and the Third Party Suppliers may disclose your personal information to others where directly connected with facilitating your travel arrangements and bookings and the provision of travel services and products. For example, we may disclose your personal information to airlines, hotels, car rental companies and other service providers in facilitating your travel arrangements.

If You Change Your Booking
If you wish to change your booking and such a change is permitted and possible, STA Travel will charge you a service fee to process the change. You may also be charged a service fee by your Third Party Supplier. For changes after departure please see the ‘Global Travel Help’ section of www.statravel.co.za for details of how to request changes. Please note that all reservation changes are subject to availability and the terms and conditions of the product or service purchased. For changes before departure please contact your original branch that booked your ticket.

Changes to name details are not allowed by many airlines and other service providers. Whilst we will do our best to make such a change if necessary, please bear in mind that most airlines and other service providers treat a name change as a cancellation, to which standard conditions and charges would apply.

Flights must be taken in the sequence they appear on your ticket or e-ticket confirmation. If you plan not to take a flight as booked e.g. you may decide to do that ‘leg’ of the journey by car or train, please contact the airline as far in advance as possible to discuss your options. If you do not do the aforesaid or check in on time for a confirmed reservation, the airline may register you as a ‘no-show’, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void.

If You Cancel Your Booking
If you cancel your booking, the cancellation terms and conditions of your Third Party Suppliers will apply as well as STA Travel fees outlined on your itinerary and receipt. We need to receive from you written notification of cancellation and your original ticket/voucher before any refund can be considered. If you decide to cancel arrangements before the balance due date, any deposits paid are non-refundable. Refunds will only be paid to you once we have received the funds back from Third Party Suppliers. Generally flight tickets cannot be refunded if they are partially used. If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurer.

If You Have A Complaint
If you have a problem during your holiday, please inform the relevant Third Party Supplier (e.g. your hotel) immediately. Should they be unable to resolve the matter, please contact STA Travel in South Africa, either through the office where you made your arrangements, or through customerrelations@statravel.co.za. If you fail to contact STA Travel, we will not be permitted the opportunity to investigate your complaint and rectify any error whilst you are away and this may affect your rights under your contract. Please note that the dealing with a complaint by STA Travel or a Third Party Supplier is done without prejudice and does not imply any fault of any kind on the part of either aforesaid party.

Passport, Visa and Immigration Requirements
It is exclusively and entirely your responsibility to fulfill the passport, visa and other immigration requirements for your entire itinerary including all transiting and stopover destinations applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements. Your passport must be valid for 6 months beyond your return date into South Africa and all South African passport holders are required to have a minimum of three blank pages in their passport excluding the front and back cover to enable entry visas to be issued. If there is insufficient space in the passport, entry will be denied and the person is likely to be detained pending return to their country of origin. Please ensure that all passports are renewed.

Insurance
Travel insurance is a vital part of your arrangements. We strongly recommend that you have taken out adequate insurance for the duration of your journey. Travel insurance is a mandatory element of some travel arrangements. We can arrange travel insurance for you and can provide you with a quote and answer any queries you may have regarding the insurance we offer. However in making or not making insurance arrangements for you, we do so exclusively as agents on your behalf and any right of recourse will be exclusively against the insurer.
Once the insurance has been confirmed and paid for, you will be issued with a policy document of the insurer. It is a complex document, which must be read before you initiate your travel so that you can address any queries you may have to the insurer prior to your departure.
Please note that various credit card companies offer limited levels of travel insurance, which may not be sufficient for international travel. Check with the credit card companies in order to obtain the specific details of the cover.

Travel Advice and Vaccinations
South African residents should refer to the travel advice in the Consular Information section posted by the International Relations & Cooperation Department at www.dfa.gov.za. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged all necessary vaccinations for your itinerary. Health, vaccination and inoculation compliance is exclusively and entirely your responsibility. You should ensure that your physical condition is adequate for the intended itinerary and if you are not sure, you should consult your physician.

VOUCHERS & VALIDITY

R250 Travel Voucher: This voucher can only be redeemed in a STA Travel store in South Africa and must be redeemed before 31 January 2017. You must present this voucher in store at time of booking. This voucher is non-transferable, non-refundable and cannot be used in conjunction with any other offer or discount. This voucher can only be used on a booking inclusive of flights and accommodation or flights and a tour and is to be used per person and only valid on new bookings made on or after 28 December 2016. Please note this voucher cannot be redeemed for cash or as part of a deposit payment, and must be used as a discount towards the overall booking cost. Other terms & conditions may apply. E & OE.

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