Terms & Conditions
For terms and conditions relating to bookings made prior to 1st August 2024 - www.solosholidays.com/terms-and-conditions-prior-august-2024
Bookings made from 1st August 2024 onwards
Our agreement
We want you to thoroughly enjoy your Solos holiday, so we urge you to read the following agreement.
Your contract is with Hidden Travel Group Limited, trading as Solos Holidays, Company Number 04687483, our Registered Office is Whittington Hall, Whittington Road, Worcester, WR5 2ZX and Our Agreement sets out what we can expect from each other when you buy a holiday from us.
Booking your holiday
When you book your holiday, you accept this agreement, along with the relevant details in the booking confirmation, as the entire contract between us for your holiday.
We will only deal with you, the lead name, and our contract is made under the laws of England and Wales. You submit to the exclusive jurisdiction of those courts. You can choose the law and jurisdiction of Scotland or Northern Ireland but only if you are resident there.
Providing information
You must ensure that all information you provide is accurate, including your full name as it appears on your passport. Additionally, we will need your email address and mobile phone number.
Your personal data will be handled in accordance with our Privacy Notice. It is your responsibility to comply with all passports, visa, and immigration requirements, and to ensure your travel documents are in good condition to avoid being refused travel. We cannot be held liable if you fail to obtain the necessary travel documents.
Travel documents will be provided by email and on the Solos App. If you wish to receive all documents relating to your booking by post, there is an administration fee of £10.00 per booking.
Medical conditions
If you have any medical condition or disability which may affect your holiday or have any special requirements because of any medical condition or disability (including any which affect the booking process), you must tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops or worsens after your booking has been confirmed, by contacting travel@solos.co.uk.
Failure to disclose relevant health issues may absolve Solos and its representatives from liability for any loss, damage, injury, or death, unless due to their legal negligence. Tours may occur in remote areas with limited medical facilities, making evacuation difficult and costly. You are responsible for any medical and evacuation expenses.
Tour Leaders cannot provide extra assistance to individuals at the expense of the group’s needs. If you have specific requirements, please contact our team to assess your situation. Note that we may not be able to accommodate all requests and reserve the right to refuse participation on medical or fitness grounds.
The price you pay
Prices listed on our website override those in previous editions of the Solos Holidays brochure and other promotional materials, but they may also be updated. For current prices (subject to availability), please visit our website or contact reservations at 020 8951 2900. We reserve the right to change the price of any holiday or event shown on our website. You will be informed of the current price before your booking is confirmed.
When you book your holiday, a deposit is required unless your booking is made within 12 weeks of your departure, in which case full payment is due. We will inform you of the total cost and the deposit amount before you confirm your booking. The full balance must be paid at least 12 weeks before departure. Failure to do so may result in the cancellation of your holiday and a termination fee. If after 3 attempts by Solos to collect your balance, the balance remains unpaid, your booking will be cancelled at loss of any monies paid. If you then wish to reinstate your booking, the fee is £50 in order that you are able to retain the original monies paid.
Upon booking, you will receive a booking confirmation within 24 hours. Please review all details carefully within 24 hours of receipt, as any errors, such as name not as per passport, may incur fees due to airline charges.
If the price listed on your booking confirmation, our website, or our booking systems is clearly incorrect, any booking made at that price will not be valid. We reserve the right to cancel such bookings and issue a refund, unless you choose to pay the correct price.
If your holiday price changes because of movement in the relevant exchange rates, taxes or fees charged by someone else including tourist or landing taxes, port or airport fees or the cost of transport fuel or other power sources we can charge you that increase or refund to you a decrease (less our administrative expenses) providing it doesn’t happen within 20 days before the start of your holiday. If we need to do this, we’ll forward an amended invoice to you showing the changes made along with a detailed explanation.
We’ll absorb any increase of 2% or less of your holiday price, so we won’t pass on any increase below that level. If the increase is more than 8% of the holiday price, you may cancel your holiday within 14 days of us telling you about the increase and we’ll refund your holiday price except any amendment charges; and the increase will be considered a major change, see below.
Insurance
It is a condition of booking with us that you obtain travel insurance for all overseas Solos holidays, and highly recommended for all UK Solos holidays. It should include cover for COVID-19 cancellation, curtailment, repatriation, and quarantine. We also strongly recommend insurance cover for all other Solos holidays and that you do not travel against medical advice. The cost of repatriation, medical and other treatment overseas can be high, and we are unable to assist in meeting those costs. You should organise it immediately when you book to ensure you have cover against possible cancellation charges, medical treatment, and repatriation.
When you have your travel insurance in place we will need to know the details of your policy 6 weeks before departure at the latest or at time of booking if within 6 weeks of departure. It is a requirement of booking that you provide us with an emergency contact number while you are on holiday stating your relationship (e.g. family member, neighbour, workplace). This is purely for your benefit in the unlikely event of you becoming ill or incapacitated on tour.
Before Your Holiday
If you change your holiday
We do not offer a standard cooling-off period for holiday bookings. This means you cannot cancel for a full refund simply because you changed your mind. Airlines and other transport providers may charge fees for changes, sometimes up to 100% of the cost, and may treat changes as cancellations. Additionally, some parts of your holiday, such as transfers, and accommodation, may be non-refundable.
The price of the new holiday will be based on the rates available on the day you make the change.
You must pay those fees as well as the amendment fee shown below. Please note that if a regional flight has been booked and also needs to be amended, the amendment fee shown in the table below will be in addition to any change fees incurred by the airline to amend your regional flight.
Please note that amendment fees and any other possible additional charges are collected at the time of amendment.
If you cancel your holiday
To cancel your holiday, you must tell us as soon as possible. When your holiday has been cancelled you will receive a cancellation invoice. You must pay a termination fee which covers our administration costs and compensates us for the risk that we do not resell your holiday. The fee is based upon how long before your holiday you tell us you want to cancel and is a percentage of the total price of your holiday.
Even if the termination fee is lower than the deposit, your deposit will not be refunded. We may not be able to refund elements of your holiday if they are added extras. If you are cancelling because of an unavoidable and extraordinary circumstance happening at your destination that will significantly impact the performance of your holiday or your flight to get there, you will not have to pay a termination fee and your deposit will be refunded.
Minimum numbers
All holidays and events are based on a minimum number and Solos Holidays reserve the right to cancel a tour four weeks prior to departure if such numbers are not reached (ocean cruises will operate with only one passenger and not be accompanied by a Solos Tour Leader and cancellation will be subject to the appropriate charges). You will then have the choice of booking an alternative break with us, changing your departure date at the appropriate additional cost or a reduction depending on cost, or a full refund, excluding any amendment charges paid.
If we cancel your holiday
If we cancel your holiday, except where it’s because you haven’t paid or you have been disruptive, you can have a refund or accept a replacement holiday from us of a similar standard and price if we can offer you one. We’ll also pay the compensation shown below (unless we have cancelled because of one of the reasons listed in ‘Events Beyond Our Control’ or where you haven’t paid or if we have to cancel due to low numbers) and we’ll refund the difference if the replacement holiday is of a lower price.
If we change your holiday
We aim to give you what we promise but, as we plan our holidays a long time in advance, sometimes things can change. We can make a change at any time but will let you know before your holiday if there’s time.
Itineraries
Our holidays often include travel, tours, domestic flights, or cruises, which may involve long-distance journeys and crossing international borders. While we strive to follow the published itinerary, please be aware that once your holiday begins, alterations might be necessary due to factors such as weather conditions, political situations, or transport issues.
Flight times
Flight times given are for guidance only – your actual times will be shown on your e-ticket sent with your final travel document pack 7-10 days prior to departure. Check that carefully when you receive it.
Please note, if we need to advise of an airline schedule change or flight time change for operational reasons and it is within 12 hours of your current time, is not considered a major change. If the time changes by more than 12 hours, this is considered a major change. Any flight time changes will be notified by email.
Major changes
Occasionally, we may have to make a major change to your holiday such as a change of destination, a downgrade of your accommodation by one full star rating, a change in flight time by more than 12 hours or a change of UK departure airport.
If we tell you about a major change after you book your holiday, you can accept the new arrangements offered by us; or accept a replacement holiday from us of the same or similar standard and price at the date of the change (we’ll always refund the difference in price if the replacement holiday is a lower price at the date of the change), if we are able to offer you one; or cancel your holiday with us and receive a full refund.
If we make a major change, and you choose to cancel your holiday and receive a full refund, we’ll pay the compensation shown below, unless the change is because of an event beyond our control. Any compensation payable is based upon how many days before your holiday departure we tell you about a major change.
Events beyond our control
Examples of events beyond our control are war, threat of war, riots, civil disturbances, terrorist activity or its consequences, industrial disputes, any failure to secure relevant flying rights, natural or nuclear disasters, fire, health risks, unavoidable and unforeseeable technical problems with transport, closed or congested airports or ports, actual or potential severe weather conditions, the imposition of sanctions or other Governmental action and any other similar events.
The Foreign, Commonwealth and Development Office (FCDO) may have issued information on the FCDO’s website at www.gov.uk/foreign-travel-advice.
On Your Holiday
Health and safety
Standards of hygiene and safety in other countries may differ from those in the UK so please take care, particularly with your choice of food or drink. The suppliers we use are required to meet local health and safety standards and where possible we work with local suppliers to raise standards. However, you must take all reasonable precautions to protect yourself while on holiday. Note fire procedures (alarm systems may not always be present), the design of swimming pools (lifeguards are unlikely to be present) and the height of balconies (which may be lower than expected).
Note that areas around your holiday accommodation do not form part of your booking, for example the sea, beaches, roads, mountains and ski lifts etc and that you are also responsible for taking reasonable care for your own safety in these areas.
Behaviour
Only you can use your accommodation. You must not let anyone else stay there. You are responsible for any damage to your accommodation or its contents during your holiday.
We can refuse to accept you on your holiday or continue dealing with you if we, or someone in authority, believe your behaviour (by any form of communication or in person) is disruptive.
If you are disruptive on your holiday, we can remove you from your accommodation and you will be responsible for your own return home. You will not be entitled to a refund in either case and we will not provide compensation or meet any costs or expenses.
If you are disruptive, you will be responsible for any damages, costs and expenses (including legal expenses) incurred as a result. This can include cleaning, repairing or replacing property lost, damaged or destroyed by you.
Disruptive behaviour includes being threatening or abusive, damaging property, upsetting, annoying or disturbing any other traveller, our staff or agents or putting any of them in danger. Please refer to our behaviour policy – Behaviour Policy
Excursions
Included Excursions: All our holidays that include excursions (those listed as ‘What’s Included’ items) form part of your contract with us and we will take responsibility for that excursion in accordance with our responsibility to you.
Other Excursions: We may introduce you to suppliers of excursions or other services. If you buy one of these, you’ll be contracting with the supplier directly, we act only as an agent and have no liability for the performance of that contract. Our Agreement doesn’t apply to any contract for excursions or other services.
If things go wrong on your holiday
You benefit from the rights applying to packages under The Package Travel and Linked Travel Arrangements Regulations 2018. We are responsible for all the travel services included in your holiday. If any of them isn’t provided as we agreed, we’ll pay you compensation, if appropriate, unless it’s due to an event beyond our control (see ‘Events Beyond Our Control’), is your fault or is caused by a third-party.
If you are in difficulty on your holiday, we’ll help by providing information on health services, local authorities and consular assistance. We’ll help you make phone calls, send emails or make alternative travel arrangements. You must pay any costs we incur if the difficulty is your fault.
If you have a complaint
It is very rare for things to go wrong. If they do, you must tell the supplier in question (e.g. the hotel) and our Tour Leader straight away so they can solve the issue.
If you’re still not satisfied, please contact our Solos Holidays in writing at our UK head office at Solos Holidays, Customer Service Manager, Whittington Hall, Whittington Road, Worcester, WR5 2ZX or by email at customerservices@solos.co.uk within 28 days of the end of the break, quoting your booking number.
Personal injury
Your holiday is made up from services provided by suppliers who follow local standards. Overseas safety standards are generally lower than in the UK.
If you suffer injury, illness or death because of the services provided as part of your holiday, you must tell us and the supplier involved about it and complete a report at the time. After your holiday you can contact our Solos Holiday Head Office.
It must be no more than 3 months after you come home so we can investigate properly. Contact details are as follows; Solos Holidays, Customer Service Manager, Whittington Hall, Whittington Road, Worcester, WR5 2ZX.
Protecting your money
We provide security for the money you pay for your holiday and to bring you home in the event we become insolvent. When you buy a holiday from us that includes a flight, we do this by way of an ATOL (number 4029) managed by the Civil Aviation Authority. We also place a bond held by ABTOT (5206), for holidays that do not include flights.
Your Financial Protection. When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you).
You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Hidden Travel Group. In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
Our agreement
We want you to thoroughly enjoy your Solos holiday, so we urge you to read the following agreement.
Your contract is with Hidden Travel Group Limited, trading as Solos Holidays, Company Number 04687483, our Registered Office is Whittington Hall, Whittington Road, Worcester, WR5 2ZX and Our Agreement sets out what we can expect from each other when you buy a holiday from us.
Booking your holiday
When you book your holiday, you accept this agreement, along with the relevant details in the booking confirmation, as the entire contract between us for your holiday.
We will only deal with you, the lead name, and our contract is made under the laws of England and Wales. You submit to the exclusive jurisdiction of those courts. You can choose the law and jurisdiction of Scotland or Northern Ireland but only if you are resident there.
Providing information
You must ensure that all information you provide is accurate, including your full name as it appears on your passport. Additionally, we will need your email address and mobile phone number.
Your personal data will be handled in accordance with our Privacy Notice. It is your responsibility to comply with all passports, visa, and immigration requirements, and to ensure your travel documents are in good condition to avoid being refused travel. We cannot be held liable if you fail to obtain the necessary travel documents.
Travel documents will be provided by email and on the Solos App. If you wish to receive all documents relating to your booking by post, there is an administration fee of £10.00 per booking.
Medical conditions
If you have any medical condition or disability which may affect your holiday or have any special requirements because of any medical condition or disability (including any which affect the booking process), you must tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops or worsens after your booking has been confirmed, by contacting travel@solos.co.uk.
Failure to disclose relevant health issues may absolve Solos and its representatives from liability for any loss, damage, injury, or death, unless due to their legal negligence. Tours may occur in remote areas with limited medical facilities, making evacuation difficult and costly. You are responsible for any medical and evacuation expenses.
Tour Leaders cannot provide extra assistance to individuals at the expense of the group’s needs. If you have specific requirements, please contact our team to assess your situation. Note that we may not be able to accommodate all requests and reserve the right to refuse participation on medical or fitness grounds.
The price you pay
Prices listed on our website override those in previous editions of the Solos Holidays brochure and other promotional materials, but they may also be updated. For current prices (subject to availability), please visit our website or contact reservations at 020 8951 2900. We reserve the right to change the price of any holiday or event shown on our website. You will be informed of the current price before your booking is confirmed.
When you book your holiday, a deposit is required unless your booking is made within 12 weeks of your departure, in which case full payment is due. We will inform you of the total cost and the deposit amount before you confirm your booking. The full balance must be paid at least 12 weeks before departure. Failure to do so may result in the cancellation of your holiday and a termination fee. If after 3 attempts by Solos to collect your balance, the balance remains unpaid, your booking will be cancelled at loss of any monies paid. If you then wish to reinstate your booking, the fee is £50 in order that you are able to retain the original monies paid.
Upon booking, you will receive a booking confirmation within 24 hours. Please review all details carefully within 24 hours of receipt, as any errors, such as name not as per passport, may incur fees due to airline charges.
If the price listed on your booking confirmation, our website, or our booking systems is clearly incorrect, any booking made at that price will not be valid. We reserve the right to cancel such bookings and issue a refund, unless you choose to pay the correct price.
If your holiday price changes because of movement in the relevant exchange rates, taxes or fees charged by someone else including tourist or landing taxes, port or airport fees or the cost of transport fuel or other power sources we can charge you that increase or refund to you a decrease (less our administrative expenses) providing it doesn’t happen within 20 days before the start of your holiday. If we need to do this, we’ll forward an amended invoice to you showing the changes made along with a detailed explanation.
We’ll absorb any increase of 2% or less of your holiday price, so we won’t pass on any increase below that level. If the increase is more than 8% of the holiday price, you may cancel your holiday within 14 days of us telling you about the increase and we’ll refund your holiday price except any amendment charges; and the increase will be considered a major change, see below.
Insurance
It is a condition of booking with us that you obtain travel insurance for all overseas Solos holidays, and highly recommended for all UK Solos holidays. It should include cover for COVID-19 cancellation, curtailment, repatriation, and quarantine. We also strongly recommend insurance cover for all other Solos holidays and that you do not travel against medical advice. The cost of repatriation, medical and other treatment overseas can be high, and we are unable to assist in meeting those costs. You should organise it immediately when you book to ensure you have cover against possible cancellation charges, medical treatment, and repatriation.
When you have your travel insurance in place we will need to know the details of your policy 6 weeks before departure at the latest or at time of booking if within 6 weeks of departure. It is a requirement of booking that you provide us with an emergency contact number while you are on holiday stating your relationship (e.g. family member, neighbour, workplace). This is purely for your benefit in the unlikely event of you becoming ill or incapacitated on tour.
Before Your Holiday
If you change your holiday
We do not offer a standard cooling-off period for holiday bookings. This means you cannot cancel for a full refund simply because you changed your mind. Airlines and other transport providers may charge fees for changes, sometimes up to 100% of the cost, and may treat changes as cancellations. Additionally, some parts of your holiday, such as transfers, and accommodation, may be non-refundable.
The price of the new holiday will be based on the rates available on the day you make the change.
You must pay those fees as well as the amendment fee shown below. Please note that if a regional flight has been booked and also needs to be amended, the amendment fee shown in the table below will be in addition to any change fees incurred by the airline to amend your regional flight.
Minimum numbers
All holidays and events are based on a minimum number and Solos Holidays reserve the right to cancel a tour four weeks prior to departure if such numbers are not reached (ocean cruises will operate with only one passenger and not be accompanied by a Solos Tour Leader and cancellation will be subject to the appropriate charges). You will then have the choice of booking an alternative break with us, changing your departure date at the appropriate additional cost or a reduction depending on cost, or a full refund, excluding any amendment charges paid.If we cancel your holiday
If we cancel your holiday, except where it’s because you haven’t paid or you have been disruptive, you can have a refund or accept a replacement holiday from us of a similar standard and price if we can offer you one. We’ll also pay the compensation shown below (unless we have cancelled because of one of the reasons listed in ‘Events Beyond Our Control’ or where you haven’t paid or if we have to cancel due to low numbers) and we’ll refund the difference if the replacement holiday is of a lower price.If we change your holiday
We aim to give you what we promise but, as we plan our holidays a long time in advance, sometimes things can change. We can make a change at any time but will let you know before your holiday if there’s time.Itineraries
Our holidays often include travel, tours, domestic flights, or cruises, which may involve long-distance journeys and crossing international borders. While we strive to follow the published itinerary, please be aware that once your holiday begins, alterations might be necessary due to factors such as weather conditions, political situations, or transport issues.Flight times
Flight times given are for guidance only – your actual times will be shown on your e-ticket sent with your final travel document pack 7-10 days prior to departure. Check that carefully when you receive it.
Please note, if we need to advise of an airline schedule change or flight time change for operational reasons and it is within 12 hours of your current time, is not considered a major change. If the time changes by more than 12 hours, this is considered a major change. Any flight time changes will be notified by email.
Major changes
Occasionally, we may have to make a major change to your holiday such as a change of destination, a downgrade of your accommodation by one full star rating, a change in flight time by more than 12 hours or a change of UK departure airport.
If we tell you about a major change after you book your holiday, you can accept the new arrangements offered by us; or accept a replacement holiday from us of the same or similar standard and price at the date of the change (we’ll always refund the difference in price if the replacement holiday is a lower price at the date of the change), if we are able to offer you one; or cancel your holiday with us and receive a full refund.
If we make a major change, and you choose to cancel your holiday and receive a full refund, we’ll pay the compensation shown below, unless the change is because of an event beyond our control. Any compensation payable is based upon how many days before your holiday departure we tell you about a major change.
Events beyond our control
Examples of events beyond our control are war, threat of war, riots, civil disturbances, terrorist activity or its consequences, industrial disputes, any failure to secure relevant flying rights, natural or nuclear disasters, fire, health risks, unavoidable and unforeseeable technical problems with transport, closed or congested airports or ports, actual or potential severe weather conditions, the imposition of sanctions or other Governmental action and any other similar events.
The Foreign, Commonwealth and Development Office (FCDO) may have issued information on the FCDO’s website at www.gov.uk/foreign-travel-advice.
On Your Holiday
Health and safety
Standards of hygiene and safety in other countries may differ from those in the UK so please take care, particularly with your choice of food or drink. The suppliers we use are required to meet local health and safety standards and where possible we work with local suppliers to raise standards. However, you must take all reasonable precautions to protect yourself while on holiday. Note fire procedures (alarm systems may not always be present), the design of swimming pools (lifeguards are unlikely to be present) and the height of balconies (which may be lower than expected).
Note that areas around your holiday accommodation do not form part of your booking, for example the sea, beaches, roads, mountains and ski lifts etc and that you are also responsible for taking reasonable care for your own safety in these areas.
Behaviour
Only you can use your accommodation. You must not let anyone else stay there. You are responsible for any damage to your accommodation or its contents during your holiday.
We can refuse to accept you on your holiday or continue dealing with you if we, or someone in authority, believe your behaviour (by any form of communication or in person) is disruptive.
If you are disruptive on your holiday, we can remove you from your accommodation and you will be responsible for your own return home. You will not be entitled to a refund in either case and we will not provide compensation or meet any costs or expenses.
If you are disruptive, you will be responsible for any damages, costs and expenses (including legal expenses) incurred as a result. This can include cleaning, repairing or replacing property lost, damaged or destroyed by you.
Disruptive behaviour includes being threatening or abusive, damaging property, upsetting, annoying or disturbing any other traveller, our staff or agents or putting any of them in danger. Please refer to our behaviour policy – Behaviour Policy
Excursions
Included Excursions: All our holidays that include excursions (those listed as ‘What’s Included’ items) form part of your contract with us and we will take responsibility for that excursion in accordance with our responsibility to you.
Other Excursions: We may introduce you to suppliers of excursions or other services. If you buy one of these, you’ll be contracting with the supplier directly, we act only as an agent and have no liability for the performance of that contract. Our Agreement doesn’t apply to any contract for excursions or other services.
If things go wrong on your holiday
You benefit from the rights applying to packages under The Package Travel and Linked Travel Arrangements Regulations 2018. We are responsible for all the travel services included in your holiday. If any of them isn’t provided as we agreed, we’ll pay you compensation, if appropriate, unless it’s due to an event beyond our control (see ‘Events Beyond Our Control’), is your fault or is caused by a third-party.
If you are in difficulty on your holiday, we’ll help by providing information on health services, local authorities and consular assistance. We’ll help you make phone calls, send emails or make alternative travel arrangements. You must pay any costs we incur if the difficulty is your fault.
If you have a complaint
It is very rare for things to go wrong. If they do, you must tell the supplier in question (e.g. the hotel) and our Tour Leader straight away so they can solve the issue.
If you’re still not satisfied, please contact our Solos Holidays in writing at our UK head office at Solos Holidays, Customer Service Manager, Whittington Hall, Whittington Road, Worcester, WR5 2ZX or by email at customerservices@solos.co.uk within 28 days of the end of the break, quoting your booking number.
Personal injury
Your holiday is made up from services provided by suppliers who follow local standards. Overseas safety standards are generally lower than in the UK.
If you suffer injury, illness or death because of the services provided as part of your holiday, you must tell us and the supplier involved about it and complete a report at the time. After your holiday you can contact our Solos Holiday Head Office.
It must be no more than 3 months after you come home so we can investigate properly. Contact details are as follows; Solos Holidays, Customer Service Manager, Whittington Hall, Whittington Road, Worcester, WR5 2ZX.
Protecting your money
We provide security for the money you pay for your holiday and to bring you home in the event we become insolvent. When you buy a holiday from us that includes a flight, we do this by way of an ATOL (number 4029) managed by the Civil Aviation Authority. We also place a bond held by ABTOT (5206), for holidays that do not include flights.
Your Financial Protection. When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you).
You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Hidden Travel Group. In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
