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Terms and conditions


Please read these Terms and Conditions carefully before using the Go Volo website (hereafter "the Website") or making a booking. By making a purchase on the Website, you agree to these Terms and Conditions. All correspondence relating to your bookings should be sent to Go Volo, TSA 70031, 75441 Paris Cedex, France or emailed by clicking here.

CONTENTS

1. Using the Website

2.    Your contract

3.    Booking conditions

3.1.   Cancellations and changes

3.2.   Price and payment

3.3.   Refunds

3.4.   Passports, visas and medical requirements

3.5.   E-tickets

3.6.   Travel insurance

3.7.   Loyalty programmes

4.    Special conditions regarding the products and services offered

4.1.  Flights

4.2   Dynamic packages

4.3   Hotels and other accommodation

4.4   Car hire

5.    Confidentiality

6. Cookie policy

7. Intellectual and industrial property

8. Limits of responsibility

9. Links to other websites

10. Other applicable terms and conditions

10.1. Passengers' rights under EC Regulation 261/2004

10.2. Questions and complaints about your purchase

10.3. Changes to our terms and conditions

11. Applicable law and jurisdiction

 

 

1. Using the Website

1.1 This Website is available to all users (hereafter "the User" or "you") and is governed by the terms and conditions (hereafter "terms") set out below. By making a purchase on the website or using it for any other purpose you agree to these terms.

1.2 This Website is the property of GO Voyages and its international brand GOVOLO, a simplified limited company registered on the Paris trade and companies register under the reference 491249553. It is headquartered at TSA 70031, 75441 Paris Cedex, France and registered on the French tour and package operators' register with Atout France, located at 79/81 rue de Clichy, 75009 Paris, France, under the reference number IM075150001 and is an IATA member (known hereafter as "GO Volo", "us" or "we"). The terms "Organiser" and "Travel Agency" refer to GO Voyages and its international brand GOVOLO.

 

1.3 By purchasing from this Website, you declare that are at least 18 years old and that you have the legal capacity to enter into this Contract and that you will use the Website in accordance with the provisions of these terms and conditions, which you understand fully and accept. You accept in full the financial responsibility towards the Organiser created by using this Website. Moreover, you declare that all the information you have provided in order to access and use this Website is true, complete and accurate. You undertake to update such information as necessary.

1.4 This Website is provided for your personal use only. You may not modify, reproduce, duplicate, copy, distribute, sell or resell the website or use it for commercial or non-commercial purposes. You may make copies of your travel itinerary for your own use or send your travel itinerary to an itinerary management service acting in good faith.

1.5 You undertake not to use the Website for any illegal or forbidden purpose. Specifically, you agree to use the Website for your own personal use only and certify that the products and services you purchase on our Website are either for your own personal use or consumption or for the use or consumption of other people on whose behalf you are legally entitled to act. You are not authorised to resell products and services purchased on our Website to third parties. The Organiser reserves the right to refuse access to the site at any time and without warning. All communications relating to customer services or bookings should be emailed by clicking here.

2. Your contract - how the Website works

2.1 Through this Website, GO Volo offers a search and compare service for travel products and services available in the market, and a brokerage service through which you can buy the products you select. A purchase on this website means any type of order for products or services for which a payment is required and which has been confirmed by GO Volo. By buying travel products and services through this Website you enter into a contract directly with the Travel Supplier(s). GO Volo is not a party to the contractual relationship governing the products and services you buy unless this is explicitly stated. Any question or concern relating to the products or services purchased should be directed to the relevant Travel Supplier.

 

2.2 The term "Travel Supplier" includes, among others, airlines, tour operators, travel package suppliers, hotels, hotel chains and hotel groups, insurance companies, car hire companies and cruise lines.

 

2.3 The Organiser will make the booking on your behalf and your contract will be governed by the Travel Supplier's terms and conditions, which may limit or exclude the Travel Supplier's responsibility (often as set out in the various applicable international conventions). You can use the links on our Website to read the Travel Supplier's terms and conditions if you wish to do so. If the Travel Supplier's terms and conditions are not available via a link, please contact us to request their contact details. Please ensure that you have read the Travel Supplier's specific conditions regarding cancellation fees and other important provisions.

 

2.4  By using our Website to book products and/or services, you authorise the Organiser not only to represent you during the comparison process between the various Travel Suppliers and while making your booking for the products and/or services provided by the Travel Supplier that you have selected, but also to make payment for the relevant products and services in your name and on your behalf. Consequently, the Organiser will charge you a fee depending on the product you book. We will make you aware of the cost of this before you confirm your reservation.

 

2.5 Prices are confirmed at the final stage of your booking when you click "Accept and purchase". Prices indicated are adjusted according to exchange rates which are calculated daily. Consequently, exchange rate variations may mean prices fluctuate every day. Taxes also fluctuate based on exchange rates. An exchange rate is set when you make your booking. This set exchange rate will be applied to all changes and cancellations relating to the product or service you have booked. Exchange rates are set by the Organiser.

 

2.6 Once you have placed an order you will receive a confirmation email. This is your contractual document. This first confirmation email will include all the details of the products or services you have requested. We will then check that your purchase has been recorded correctly on the system(s) of your Travel Supplier(s), and that your payment has been processed successfully. We have no obligation to issue a ticket until payment has been made in full. Once everything is in order and within one (1) working day of receiving the first email, you will receive a second email confirming that your ticket(s) has/have been issued.

 

2.7 We reserve the right to cancel your booking if we have good reason to believe that it is fraudulent. In such a case, we will try to make contact, either with you using the email address you provided when booking or with your bank. If we are unable to contact you or your bank, we will cancel your booking and will bear no liability for this.

 

2.8 As required by article 1369-8 of the French Civil Code, the buyer accepts that this contract will be entered into using electronic means.  The electronic document which sets out your contract will be recorded in the Organiser's files. You can access it at any time by asking the Organiser for a copy.

 

2.9 Please note that GO Volo will pass on any requests for optional elements or special requests relating to a specific product (for example special diets, equipment for people with disabilities, child seats, etc.) which you may have for Travel Suppliers, but is unable to guarantee that the Travel Suppliers will fulfil them. It is your responsibility to confirm with your Travel Supplier(s) whether they are able to meet these requirements.

 

 

3. Purchasing conditions

3.1. Cancellations and changes

3.1.1 Your rights to cancel or make changes to the travel product or service you have reserved and the procedure you should follow to do this will depend on specific fare rules operated by airlines or the Travel Supplier's terms and conditions. It may not be possible for you to cancel or make changes to products or services you have ordered, or you may be required to meet certain specific requirements. If you make changes to your booking (including cancellation), the Organiser reserves the right to change a €50 processing fee per passenger. This fee is in addition to any fee which may be charged by the Travel Supplier or the hotel, or any difference in the air ticket price, room rate or hire cost. If you make a change to your booking, please be aware that the rates given on the website will not apply to changes made to bookings.

 

3.1.2 For flight bookings, please be aware that when a travel itinerary includes various legs and more than one basic fare, several fare rules may apply. In such a case, the most restrictive fare rules will be applied. You must make yourself aware of all the fare rules relating to your booking. If changes or cancellations are authorised, please ask the Organiser to make the modifications. As regards flights, please be aware that if you do not turn up for your flight (no-show) your ticket may be purely and simply cancelled by the airline and no refund will be available.

 

3.1.3 For dynamic packages, specific terms and conditions for breaks covering cancellation and changes are available on our Website using the relevant link or can be obtained on request from our customer services department. They are also included in your confirmation email. When you make a change to your booking, it is your responsibility to ensure that the change you are making does not affect any other products or services you may have purchased.

3.1.4 For hotel reservations, specific terms and conditions for hotels covering cancellation and changes are available on our Website using the relevant link or can be obtained on request from our customer services department. They are also included in your confirmation email. When you make a change to your booking, it is your responsibility to ensure that the change you are making does not affect any other products or services you may have purchased.

 

3.1.5 For car rental, specific terms and conditions for the Travel Supplier's car rental services covering cancellation and changes are available on our Website using the relevant link or can be obtained on request from our customer services department. Moreover, if you do not cancel your booking before the time at which you are due to collect the vehicle and you do not collect the vehicle on the relevant date, or if you do not comply with the conditions for collection (see the Supplier's terms and conditions), the Organiser reserves the right, in the name of the Supplier, to charge you a no-show fee which may be as high as 100% of the total vehicle hire cost.

 

3.1.6 For cruises, cruise line terms and conditions covering cancellation and changes are available on our Website using the relevant link or can be obtained on request from our customer services department. Moreover, if you fail to show for your cruise, your ticket will be purely and simply cancelled by the Supplier, and no refund will be available.

 

 

3.2. Price and payment

3.2.1 The total price of your booking will be communicated once you have selected all the products you wish to buy. The price will include all the products you have selected and the Organiser's commission. The Organiser's commission is separate from the price of the products, and is non-refundable because it represents payment for search, comparison and assistance services provided during the booking process.

 

3.2.2 The amount of commission charged depends on the products purchased. The Organiser may also charge additional commission if you book by telephone or if you make changes to your booking or request a refund. If you use a credit/debit card not backed by sufficient funds or if your credit/debit card is refused by the bank for another reason within your control, the Organiser will charge you a fee, and will immediately contact you to request that you take action to pay for your booking. If you make full and effective payment for your booking, a fee will be added to the final total. You will not be able to receive your products until you have paid for your purchases in full. Moreover, we would like to draw your attention to the fact that due to the nature of travel products, it is possible that the price may change between the date you make your booking and the date you make your payment. The price you pay is the price shown when you make your payment.

 

3.2.3 If you pay by credit/debit card, the price of your air tickets may be debited by the airline directly.  Should there be an issue with your payment, we will contact you within 48 hours of your booking (or within 24 hours if you are travelling within 48 hours). The Organiser cannot take responsibility for any price increase resulting from non-payment. You will need to pay the increased price before the payment can be confirmed. Please be aware that payment for air travel and payment for the Organiser's services may appear as separate transactions on your bank statement.

 

3.2.6 Payments can be made using the major credit/debit cards shown on our Website. We do not accept payment methods other than those mentioned on our Website, and are unable to take responsibility for cash or cheques which may be sent by post. For more details on the payment methods available on the Website, please see Appendices 1, 2 and 3.

 

3.2.7 To improve payment security, we will ask you to enter all the information on your card each time you make a purchase with us, because we only store this information in our files long enough to take payment for each booking or reclaim the taxes as mentioned below in point 3.3. Please be aware that we are obliged to communicate all the information on your card to the Travel Supplier to allow us to make the reservation. By accepting these terms and conditions, you authorise us to communicate this information. All this information is encrypted on our servers. You authorise us to use the information on your credit/debit card to (i) purchase the requested services and process the commission relating to them, (ii) pay insurance and travel assistance policy premiums, where applicable, (iii) make authorised refunds and (iv) invoice fees and commission relating to (a) the use of credit/debit cards or (b) changes to your booking or (c) tax refunds as detailed in article 3.3 of these terms and conditions.

 

3.2.8 In addition to general commission, the Organiser will invoice additional commission for reservations made by credit/debit card. You will be informed of the commission charged before confirming your booking. The Organiser reserves the right to pass on charges incurred due to payment card refusal. If your booking is paid for using a credit/debit card belonging to another person, we may request written authorisation from the card holder. The Organiser or the Travel Supplier reserves the right only to deliver e-tickets, confirmations, electronic receipts or any other travel documents to the credit/debit card's registered the email address or invoicing address, if such a request is received from the card issuer. Your email address must be valid when you make your booking.

 

3.2.9 In an effort to minimise the effects of credit card fraud, we reserve the right to carry out spot checks and we may ask you to fax or post us proof of your address and a copy of the credit/debit card and recent statements before tickets are issued. Please be aware that such checks are only carried out during our normal opening hours. Consequently, tickets for bookings made outside our normal opening hours will not be issued until the next working day. The Organiser cannot take responsibility for costs incurred as a result of these checks.

 

 

 

3.3  Refunds

3.3.1 Any refunds will be made via the payment method used to make your purchase and in the name of the person who made the initial payment. When requesting a refund for an air ticket, please be aware that not all elements of the ticket price are refundable. Although refunds are requested via GO Volo, they are made based on the refund policy or policies of the relevant Travel Suppliers.

 

3.3.2 In certain cases, if you are unable to take your flight but your ticket is not refundable, you can claim back some of the taxes you paid when you bought your ticket:
(a) IATA-bonded airlines require that tax refund requests for their tickets are presented and managed by the issuing travel agent. If you wish to claim back refundable taxes, please write to: GO Volo, TSA 70031, 75441 Paris Cedex, France. Under the terms of this document, you authorise the Organiser to carry out all the formalities required to obtain the refund, in return for an administrative charge which will be deducted from the value of the tax. You acknowledge that you have 12 months from the ticket issue date to write to us to claim your refund, and that once this period has passed you will no longer be entitled to claim a refund of your taxes.
(b) For tickets issued by airlines which are not IATA bonded, or where payment for your ticket was debited directly by the airline, refund requests should be sent to the airline concerned directly, and an administrative charge will be due to the organiser. Under the terms of this document, you authorise the Organiser to debit the value of the relevant commission from your credit/debit card.                       

 

 

3.4 Passports, visas and medical requirements

 3.4.1 Please contact the relevant embassy to make yourself familiar with the applicable passport and visa legislation before you travel. It is your responsibility to ensure that you are in possession of a valid passport, and where required, a visa. The Organiser can take no responsibility for any consequences should you not have a valid travel document. For further details, please see Appendix 1.

3.4.2 Each destination has its own conditions regarding entry formalities, vaccinations, etc., and these may vary depending on the passenger's nationality. We recommend that you make yourself fully aware of these before you plan your trip. GO Volo can in no way be held responsible for any incident which may result if you do not comply with official requirements.

3.5  Electronic tickets (e-tickets)

3.5.1 All tickets sold on our website are e-tickets. An e-ticket is a flight booking in digital format. The Organiser will send you a confirmation email with your booking number. This is your e-ticket receipt. You will not receive a paper ticket to present at the airport.

3.5.2 Your Travel Supplier may ask you to produce your booking number and/or confirmation email as proof of your booking. We recommend that you print your confirmation email, although not all airlines will ask to see it. Please be aware that each airline has its own rules regarding e-tickets.

3.5.3 The Organiser assumes that the information you provide is correct and consequently cannot be held responsible if you do not receive your e-ticket because there is an error in your email address or because of your spam filter settings. If you change your email address or phone number you must inform us immediately. In addition, please ensure that the family name on your passport matches the name on your ticket and/or booking confirmation. The Organiser cannot take any responsibility if the contact details or information you provide when booking contain an error. Under no circumstance can negligence on your part be ascribed to the Organiser.

3.5.4 In exceptional circumstances, due to ticketing restrictions beyond its control, the Organiser may be unable to communicate information on confirmed bookings to the airline to allow it to process the booking. Should this occur, we will endeavour to inform you within 48 hours of confirmation, and either make a full refund or find an alternative solution. If you accept an alternative solution of a higher value than your initial booking, you will be required to pay the difference.

3.6  Travel insurance

The Organiser strongly recommends that you take out travel insurance, especially as the Travel Supplier's responsibility does not cover all eventualities. If you decide to purchase travel insurance on our Website, your contract will be with the insurance company directly, and the insurance company's terms and conditions will apply. These terms and conditions will be available during the purchase process.

3.7          Loyalty programmes

3.7.1 When booking air tickets or hotel rooms, you will be given the opportunity to enter details of any airline and hotel chain loyalty schemes you may belong to. Please be aware that each of these loyalty programmes is governed by its own terms and conditions, issued by the airline or hotel. These terms and conditions may restrict the benefits available for certain fare rates or classes. If there is anything you need to know, please contact the airline or hotel chain which runs the loyalty scheme. Please also be aware that our Travel Suppliers have their own rules and regulations regarding loyalty cards. If you have any questions, please contact them directly.  Airlines offer a range of loyalty programmes. The benefits offered vary from one airline to another. Even within one airline, for the same trip with the same class of tickets the benefits offered may vary, for example for an economy class London-Sydney ticket aboard the same aeroplane, on the same day at the same time, benefits may vary according to the fare class within economy, for example W, V, X, etc. We have no control over these variations. If you wish to know how many miles you are will earn for your flight, please contact customer services before booking your ticket.

4. Special conditions regarding the products and services offered

4.1  Flights

The conditions set out in Appendix 1 of this document apply to flights, except where otherwise stated on the Travel Supplier's terms and conditions.

 

4.2   Dynamic packages

We apply the conditions detailed in Appendix 2 of this document to dynamic packages, except where otherwise stated in the Travel Supplier's terms and conditions.

 

4.3   Hotels and other accommodation

We apply the conditions detailed in Appendix 3 of this document to hotels and other accommodation, except where otherwise stated in the Travel Supplier's terms and conditions.

 

4.4   Vehicle hire

We apply the conditions detailed in Appendix 4 of this document to vehicle hire, except where otherwise stated in the Travel Supplier's terms and conditions.

 

5. Data protection

5.1 Please be informed that the personal data collected by the Organiser is recorded and processed in order to offer you and supply you with services, manage your bookings and payments, communicate information to you and make you aware of offers, promotions and recommendations which may interest you and also for research, statistical and market research purposes. We use your personal data to create a list of your interests, and we work to ensure that when you visit our Website you do not miss out on offers and information which are relevant to you. We do not use your personal data for direct marketing purposes unless you give us prior express permission to do so.

 

5.2 Under the terms of the French data protection law (78-17), please be aware that your order will processed electronically using your personal data. This information used is required by the Organiser and service providers to process and perform your order. Under the terms of article 69 of the French data protection law, you understand and accept that this data will be communicated to suppliers and sub-contractors for the purposes of providing services, without any geographical restriction, including to countries which are unable to offer a level of protection equivalent to that provided by the French data protection law.
The Organiser has a data protection officer who records all this data processing. If you wish to exercise your legal right to access and rectify your data, you can do so by writing, including proof of identity, to the Organiser at TSA 70031, 75441 Paris Cedex. In the context of the collection of personal data, as part of the fight against credit/debit card fraud and as provided for by the French data protection law of 6 January 1978, you also have the right to access, rectify and object to the processing of all of your personal data at any time. This right can be exercised by writing, providing proof of identity, to: FIA-NET – Service Informatique et Libertés – Traitements n°773061 et n°1080905 - 39, rue Saint-Lazare, 75009 Paris, France.

 

5.3 Please be aware that for the purposes of your purchase of products and/or services from our Website, it is essential that we communicate your personal data to (1) the suppliers of these products and services or to the tour operators organising your chosen travel packages. They will need to use your data solely to communicate information and fulfil their obligation to deliver the products or supply the services ordered, and are bound by other legal provisions and (2) other companies within the Odigeo Group, of which the Organiser is a member, i.e. entities using the eDreams, GO Volo, Opodo and Travellink brands. They will use your personal data only for the purposes for which it was collected, and will comply with other legal provisions. By accepting this data protection policy, you consent to your data being communicated as described above.

 

5.4 Moreover, by accepting this data protection policy, you consent to your data being communicated to our third-party partners to organise direct marketing campaigns for products or services that we believe are likely to interest you, to supply information on products and/or services and to carry out customer recruitment campaigns from which we create a profile of activities in order to personalise our services to our clients. You may however withdraw your authorisation for your data to be communicated to third parties for commercial purposes at any time, easily and free of charge. To do this, please use the link which appears on all promotional emails you receive. In particular, under the terms of this document you authorise us to communicate your personal data to AON Marketing Directo, SAU (hereafter AON) to be included in AON's files so that you can be kept informed by telephone, by text message or by email of offers on insurance and financial products. You can exercise your right to access, rectify, withdraw and object to the processing of your personal data by writing to: Aon Marketing Directo – Att. Legal Department - c/ Rosario Pino, 14-16, 28020, Madrid, Spain.

 

5.5 Lastly, in accordance with article 34 of the Spanish data protection act, by accepting this data protection policy you consent to your data being communicated, under the terms and conditions set out above, to recipients anywhere in the world, including in countries which do not offer a level of protection comparable to that offered by the EU data protection directive.

 

6             Cookie policy

6.1 In accordance with Directive 2009/136/EC, the Organiser declares that this website accepts the use of cookies.

 

6.2 Cookies are messages sent by web servers to browsers each time you visit a website. Your browser stores each message in a file which provides us with information on your most recent visit to our web page. Most web browsers automatically accept the use of cookies, but you can set your web browser to control the way they are used.

 

6.3   In particular, the Organiser uses the following cookies:

1.     Analytical cookies - These tell us how many visitors are interested in the website and record the type of information customers read or are interested in. They also enable us to improve your experience on our website by making sure customers can find the information they are looking for.

2.     Social cookies - these are required by social networks (Facebook, Google and Twitter). Their purpose is to manage interaction with the social widgets on a page. These cookies are used in the domains facebook.com, google.com and twitter.com.

3.     Associated cookies - these allow us to track visits originating from other websites with which the Organiser has signed an affiliation contract. These cookies are used in the zanox.com and tradedoubler.com domains.

4.     Behavioural/advertising cookies - these collect information on your preferences and choices you make on the website. They are routed to advertising networks which then use them to create tailored advertising on other websites. These cookies are used by the following domains: serving-sys.com, avazudsp.net, yieldmanager.com, criteo.com, neodatagroup.com, grupozeta.es, anttevenio.com, adnxs.com, anuntis.info, prisacom.com, rubiconproject.com, adtech.de, fastclick.net, dotandad.com, atdmt.com, adtech.de, atdmt.com, admeld.com and doubleclick.net.
5.     Technical cookies - these are internal to this website.

6.     Functional cookies - these are used specifically to provide the services requested by customers on the Website.
If you would like any further information, or if you wish to make any remarks concerning the use of cookies, please contact us by clicking here.

 

7             Industrial and intellectual property rights

7.1. All content on the Website (including in particular brands, texts, graphics, logos, button icons, images, audio files and software) belongs to the Organiser and is protected by national and international intellectual and industrial property regulations. The compilation (i.e. the collection, arrangement and assembly) of all content on our Website is our exclusive property and is protected by national and international intellectual and industrial property regulations. All software used by the Organiser's website or belonging to software providers is protected by national and international intellectual and industrial property regulations.

 

7.2. Using the content of our Website in any other way is strictly forbidden. This includes reproducing, modifying, distributing, transmitting, publishing at a later date, exhibiting and/or representing all or part of the Website. In particular the prior express permission of the Organiser and/or its Suppliers is required for any use whatsoever of the images on the Organiser's website.

 

7.3. The Organiser and names of other products and services, as well as the graphics and logos, are international trademarks. The names of other products, services and companies mentioned in this document may also be owned as trademarks.

 

 

8             Limits of responsibility

8.1 The Organiser offers this website as the user finds it, and will do everything possible to keep it up to date and in good working order, but can offer no guarantee against technical issues, nor that the website will work infallibly, nor that the system or portal will be operational at all times.

 

8.2 The Organiser publishes on the Website a range of information about products and services offered or supplied by third parties and makes no declaration with regard to the sincerity, truthfulness or comprehensive nature of the information, nor that it is kept up to date. Certain pieces of information are cached and will only be checked in real time when your booking is confirmed.

 

8.3 The Organiser's responsibility is limited in accordance with current legislation, in particular legislative provisions relating to travel agencies. The Organiser is unable to take any responsibility for harm resulting directly or indirectly from the purchase of a product or service offered on its Website. If, contrary to the limitations set out in this article (article 8), a court should hold the Organiser responsible for harm resulting from the purchase of a product or service available on its Website, this responsibility will at all times be limited to the commission received by the Organiser for the services supplied, unless otherwise stated in a locally applicable provision of the directive relating to travel packages.

 

8.4 If, following a case of force majeure (including in particular political or social unrest or a precarious situation affecting security) irregularities were to occur in bookings, confirmation and/or the execution of trips or the provision of services due to unexpected events outside the control of the Organiser, the Organiser and/or companies in the Organiser's group are released from all legal responsibility incumbent on them as a result of these irregularities or failure to supply.

 

 

9             Links to other websites

9.1 The Organiser's website may include links to other websites which are not managed by the Organiser and which are provided for reference purposes only. The Organiser has no control over these websites and is not responsible for their content.

 

9.2 The fact that these websites are present does not imply that the Organiser wishes to promote or recommend them, nor that the Organiser is answerable for or guarantees their content. Such links are provided for information purposes only. No evaluation is made of their content, owners, services or products.

 

 

10.          Other general conditions applicable

10.1       Passengers' rights under EC regulation 261/2004.

When you travel within or outside the EU or with a European transport company, you have certain rights which you can exercise against airlines if your flight is cancelled, delayed or if you are denied boarding.

 

10.2       Questions and complaints regarding your booking

If you have any questions or complaints regarding your purchase before departure, please contact our customer services team. If your complaint relates to a Travel Supplier, please raise it with the Travel Supplier through the official channels before your return.

 

10.3       Customer behaviour

It is your duty not to behave in a manner which is inappropriate, which is prejudicial to or poses a danger for third parties or which is liable to cause damage to property belonging to others (including, in particular, whilst inebriated and/or in a state of air rage) during your holiday or while using a service/product. If your behaviour is inappropriate and/or prejudicial or harmful to others or is liable to cause damage to others' property, we and/or our Travel Supplier (for example airline staff) may cancel your booking. In such a case, our responsibility and that of our Travel Supplier will terminate immediately and you will not be entitled to any refund or compensation, nor to a refund for any costs incurred as a result of the cancellation. Moreover, you will be required to reimburse us all the costs we have incurred due to the cancellation.

 

10.4 Entire agreement - Severance clause - Amendments to terms

10.4.1 These terms and conditions contain the entire agreement concluded between the Parties in respect of the subject to which they refer.

10.4.2 If, at any time, one or more provisions of these terms and conditions should be found to be invalid, should become invalid or should be judged under applicable law to be unenforceable whatever the reason it shall be severed from these terms and conditions, without affecting the validity and/or enforceability of the remaining provisions of the terms.

10.4.3 The Organiser reserves the right to amend or update these terms and conditions as the need arises without warning. The current version of the terms and conditions will be posted on the Website as soon as it is effective. By continuing to use the Website once the amendments have been published you accept the changes made.

 

 

11           Applicable law and jurisdiction

These terms and conditions are governed by French law. The French courts have exclusive jurisdiction to adjudicate any dispute which arises regarding their interpretation and/or performance.

 

 

TERMS AND CONDITIONS (EXTRACT FROM THE FRENCH TOURISM CODE)

 

In accordance with articles L.211-7 and L.211-17 of the French Tourism Code, the provisions of articles R.211-3 to R.211-11 of the French Tourism Code, the text of which is presented below, are not applicable to the booking or sale of travel tickets if they are not part of a package tour.
 
The digital brochure, quote and the Organiser's programme constitute the prior information mentioned in article R.211-5 of the French Tourism Code. Consequently, in the absence of provisions to the contrary, the characteristics, specific conditions and price of the trip as indicated on the Website are contractual once the terms and conditions are accepted.
 
The details of the trip displayed before the buyer accepts it constitute the prior information mentioned in article R.211-5 of the French Tourism Code.
 
If the contract is transferred, the transferring and/or receiving parties must pay the resulting expenses in advance. Should these costs exceed the amounts displayed at the point of sale and those mentioned in the contractual documents, supporting documentation will be provided.

 

 

 

EXTRACT FROM THE FRENCH TOURISM CODE

 

Article R.211-3
With the exception of the exclusions provided for in paragraphs three and four of article L. 211-7, appropriate documentation complying with the rules defined by this section will be issued for all offers and all sales of travel or holiday services.

Where air tickets or tickets for scheduled services not accompanied by services linked to this transportation are sold, the seller will issue the buyer with one or more passenger tickets for the entire journey, issued by the carrier or under the carrier's responsibility. For transport on request, the name and address of the carrier on whose behalf the tickets are issued must be mentioned.
The fact that various elements of a tourism package are invoiced separately does not release the seller from its responsibilities under the regulatory provisions set out in this section.

 

Article R. 211-3-1
Pre-contractual information and contractual conditions are exchanged in writing.  This can be carried out electronically under the conditions of validity and operation provided for by articles 1369-1 to 1369-11 of the French Civil code. They must include the seller's name or company name and details of the seller's registration in the register provided for in (a) of article L. 143-1 or, if relevant, the name, address and details of the federation or union's registration mentioned in the second paragraph of article R. 211-2.

Article R211-4
Before the contract is finalised, the seller must provide the consumer with information about the prices, dates and other elements that constitute the services provided for the journey or break such as:
1) The destination and the means, characteristics and categories of transport used;
2) The type of accommodation, its location, level of comfort and main characteristics, authorisation and tourism rating according to the regulations or customs of the host country;
3) The meals offered;
4) A description of the itinerary for tours;
5) The administrative and health formalities required of French citizens or citizens of other European Union or European Economic Area member states, particularly when borders are to be crossed, and the deadlines for carrying these out;
6) The visits, excursions and other services included in the package or potentially available at additional cost;
7) The minimum or maximum group size required to operate the journey or break and, where a minimum number of participants is required for the journey or holiday to go ahead, the deadline by which the consumer will be informed should the journey or break be cancelled. This date must be set at least than twenty-one days before departure;
8) The sum or the percentage of the price to be paid as a deposit upon signing the contract and the schedule for payment of the balance;
9) The conditions for revising prices as provided for by the contract in application of article R. 211-8;
10) The contractual cancellation terms;
11) The cancellation terms defined in articles R. 211-9, R. 211-10 and R. 211-11;
12) Information concerning the option to take out insurance covering the consequences of cancellation in certain cases or an assistance contract covering certain particular risks, such as expenses for repatriation in the event of accident or illness;
13) When the contract includes air transport services, the information provided for in articles R. 211-15 to R. 211-18 for each leg of the flight.

 

Article R211-5
The prior information given to the consumer is binding on the seller, unless, in this information, the seller expressly reserves the right to modify certain parts of it. The seller must, in such a case, clearly indicate which elements of the information can be modified and to what extent.
In any event, the modifications made to the prior information must be provided to the consumer before the contract is finalised.

 

Article R211-6
The contract signed between the seller and the buyer must be written, drawn up in duplicate with one original given to the buyer, and signed by both parties. For contracts concluded digitally, articles 1369-1 to 1369-11 of the French civil code apply. The contract must include the following clauses:
1) The name and address of the seller, the seller's guarantor and the seller's insurer and the name and address of the organiser;
2) The destination or destinations of the journey and, where a break is made up of various stages, the different periods and dates for them;
3) The means, characteristics and categories of transport used, the departure and return dates and points;
4) The type of accommodation, its location, level of comfort and main characteristics and its tourism rating according to the regulations or customs of the host country;
5) The meals offered;
6) A description of the itinerary for tours;
7) The visits, excursions or other services included in the total price of the journey or break;
8) The total price of the services invoiced and indication of any possible revisions to this price under the provisions of article R. 211-8;
9) Indication, if applicable, of the fees or taxes for certain services such as landing, disembarking or embarking fees at ports and airports and resort taxes when these are not included in the prices of the services provided;
10) The schedule and method for payment of the price; the last payment made by the buyer cannot be less than 30% of the price of the journey or break and must be made when the documents required to travel are communicated;
11) The particular terms requested by the buyer and accepted by the seller;
12) The manner in which the buyer may make a complaint to the seller for non-fulfilment or unsatisfactory fulfilment of the contract. This complaint must be sent as soon as possible, by any means which provides confirmation of receipt by the seller and, where relevant, notified in writing to the travel organiser and service provider involved;
13) The deadline for informing the buyer should the journey or break be cancelled by the seller, where operation is subject to a minimum number of participants, in accordance with the provisions of point 7 in article R. 211-4;
14) The contractual cancellation terms;
15) The cancellation terms defined in articles R. 211-9, R. 211-10 and R. 211-11;
16) The specifications of the risks covered and the amount of cover provided by the insurance contract guaranteeing the consequences of the seller’s professional legal liability;
17) Details of the insurance contract covering the consequences of cancellation in certain cases subscribed by the buyer (policy number and name of insurer) and of the assistance contract covering certain particular risks, such as repatriation costs in the event of accident or illness; in this case, the seller must give the buyer a document specifying at least the risks covered and excluded;
18) The deadline for informing the seller should the buyer transfer the contract;
19) A commitment to provide the buyer with the following information at least ten days before the planned departure date:
a) The name, address and telephone number of the seller's local representative or, failing this, the names, addresses and telephone numbers of local organisations that could help the consumer in the event of difficulties or, failing this, a telephone number for contacting the seller in the event of an emergency;
b) For journeys or breaks outside France involving children under 18, a telephone number and address at which the child or the person responsible on site can be contacted;
20) A clause covering termination and reimbursement without penalties of the sums paid by the buyer should the information stipulated at point 13 of article R. 211-4 not be provided;
21) A commitment to provide the buyer with departure and arrival times in a timely manner before the beginning of the journey or break.

 

Article R211-7
A buyer can transfer his/her contract to a transferee who fulfils the same conditions as him/her to take the journey or break, as long as performance of this contract has not commenced.
In the absence of a stipulation that is more favourable to the transferor, he/she must inform the seller of this decision by any means providing confirmation of receipt seven days before the journey is to commence, at the latest. For cruises, this period is extended to fifteen days. In no event may this transfer be subject to prior authorisation.

 

Article R.211-8
When the contract includes the express possibility of a price revision, within the limits provided for in article L. 211-12, it must mention the precise method used to calculate price variations, both upwards and downwards, in particular to the value of the transportation costs and related taxes, the currencies that could have an impact on the price of the journey or break, the proportion of the price to which this change may apply, and the exchange rate(s) used to establish the prices appearing in the contract.

 

Article R.211-9
When, before the buyer's departure date, the seller is forced to modify an essential element of the contract, such as a significant price increase and if the seller fails to fulfil the obligation to inform mentioned in point 13 of article R. 211-4, the buyer can, without prejudice to recourse for compensation for loss that may be suffered, and after having been informed by the seller by any means providing confirmation of receipt:
-either terminate the contract and receive immediate reimbursement of the sums paid without penalties;
-or accept the modified or substitute journey offered by the seller; an appendix to the contract specifying the modifications will then be signed by the parties; any decrease in price will be deducted from any sums owed by the buyer. If payments already made by the buyer exceed the price of the modified service, the surplus must be refunded before departure.

 

Article R.211-10
In the situation provided for in article L. 211-14, when, before the departure of the buyer, the seller cancels the journey or break, the seller must inform the buyer by any means providing confirmation of receipt; the buyer, without prejudice to recourse for compensation for loss that may be suffered, will obtain from the seller the immediate reimbursement of the sums paid without penalty. In such a case, the buyer will receive compensation at least equal to the penalty that would have been due should he/she have cancelled at that date.
The provisions of this article do not in any way represent an obstacle to the conclusion of an amicable settlement whereby the buyer accepts a substitute journey or break offered by the seller.

 

Article R. 211-11
When, after departure, the seller is unable to supply a predominant proportion of the services provided for in the contract representing a significant percentage of the price paid by the buyer, the seller must immediately take the following measures, without prejudice to recourse for compensation for loss that may be suffered:- either offer services to replace the planned services, bearing any additional cost and, if the services accepted by the buyer are of lower quality, reimbursing the price difference immediately on the seller's return;-  or, if the seller cannot offer any replacement services or if the buyer refuses these for valid reasons, provide the buyer, at no additional cost, with passenger tickets to allow him or her to return to the place of departure or to another place accepted by both parties, under conditions which can be judged to be equivalent.
 
The provisions of this article are applicable in the event of failure to fulfil the obligation provided for in point 13 of article R. 211-4.

 

 

APPENDIX 1 - SPECIAL TERMS AND INFORMATION FOR FLIGHTS

 

1.1 General information

An order is simply a request from you to the Organiser to carry out a service. Consequently, it does not constitute final confirmation. When you place your order, you know that your request has been received for processing. The booking will be considered to have been reserved as soon as payment is confirmed. Your contract for the flight you book via our Website will be with your Travel Supplier and will be governed by that company's terms and conditions. We would like to draw your attention to the fact that additional conditions specific to air tickets may be applied by airlines.  You will find out about fare rules when you read the Travel Supplier's terms and conditions during the booking process. Moreover, the majority of airlines reserve the right to change the times of or cancel confirmed bookings. The Organiser is an intermediary and is not responsible for cancellations or time changes.

 

Airlines make a charge for certain additional services such as checked baggage, airport check-in, a chosen seat, in-flight entertainment (if applicable), meals, drinks, snacks, etc. The cost of these additional services is not included in the price of your ticket unless this is specifically stated, and consequently you should pay the airline for them directly. The Organiser is not responsible for costs incurred and recommends that you contact the airline and check the tariffs before you add any additional services. You can check your baggage allowance by looking at the airline website or by clicking here. Please remember that if your flight is made up of several legs, you may have a number of baggage allowances. This can happen even if you are only travelling with one airline, if one of your flights is international and the other domestic, for example. This means that your excess baggage on the flight will be invoiced at the lowest rate charged on that flight.

The Organiser will email you confirmation of receipt which indicates that your booking is being processed. This confirmation of receipt states important information and includes a booking number. The Organiser will provide you with an order confirmation recapping key information (the service booked, price, quantity, date of travel, names of people travelling, etc.).  If you do not receive such a document, your booking has not been submitted for processing. In accordance with article 1369-5 of the French civil code, the order and the order confirmation are considered to have been received once the addressee(s) can access them.

 

You must ensure that you receive your confirmation email and check your email inbox, including the "Spam" or "Junk" folders, regularly. The Organiser cannot be held responsible if you make an error in any part of your order. Under no circumstance can negligence or irresponsibility on your part be ascribed to the Organiser.

 

Flights are subject to technical acceptance by the booking team. In some situations, it may not be feasible to issue tickets. Some airlines make partial contracts with travel distribution systems which mean that reservations can be made but tickets cannot necessarily be issued in France. In such a situation, the Organiser undertakes to inform you within 48 hours of confirming receipt of your order, and as far as possible to offer you an alternative flight solution, under different fare conditions. You will need to pay the new fare.

 

Please note: When you buy air tickets with a scheduled airline, the Organiser acts as a simple intermediary between the carrier and the buyer. On certain flights, on certain dates or for certain fares, the carrier may require the Organiser to follow specific ticketing rules, for example issuing tickets within a certain time limit after booking or limiting certain fares to passengers living in certain countries for example. Should these ticketing rules imposed on the Organiser by the carrier apply to you, the Organiser reserves the right to cancel the booking without charge.

 

Please note: certain "Flight Only" products may be supplied by a Partner on behalf of the Organiser. When this is the case, the entry on your bank or credit card statement will read "Edreams on behalf of GO Volo".

If your payment is refused, and in particular if your authorisation limit has been exceeded, we will immediately debit €30 from your account as a deposit. This deposit will be deducted from the total price when you make your final payment. If, for any reason, you do not pay for your booking on the day you make it, we will keep the deposit. By paying a deposit, you accept the terms and conditions.

 

Please note: the Organiser actively works to prevent credit/debit card fraud. Consequently, we may, by whatever means, ask you for a photocopy of the credit/debit card used to place the order, and a copy of the cardholder's and the passenger's passports or identity cards. If you fail to reply, or if we are unable to contact you within the option time limit, the Organiser will be unable to process your order and the booking request will be cancelled without charge.

 

As set out in article L. 132.2 of the French money and finance code, a commitment to pay made using a payment card is irrevocable. You can only order your bank to stop the payment if the card has been lost, stolen or used fraudulently. In any situation other than these specific cases listed in the legislation, by stopping a payment you are committing credit/debit card fraud. You may not use your right to stop a payment as a substitute for a cooling-off period, which is not applicable to the tourism sector.

Registration is effective as soon as the reservation is made. However, your booking is definitive only once you pay in full.
 
As payment is an essential condition of the contract, the booking will be cancelled in case of payment default. This also applies to all rejected payments, whatever the cause. The Organiser is not obliged to provide the service until payment has been received and collected in full. You are obliged in all cases to pay all sums agreed for the products and services booked.
 
You are not considered to be discharged of your debt until the payment centre accepts the credit/debit card number you provide or your bank confirms your bank transfer.
 
In the same way, you are not considered to be discharged of a debt relating to a service of the Organiser's purchased through a travel agent until we have received correct payment for the service ordered by the agency. If the travel agent intermediary fails to make payment within the specified time limit, the Organiser reserves the right to cancel the booking made by the travel agency on your behalf. Until full payment has been received, the Organiser is not required to provide the contracted service, and in particular to issue the ticket.
 
If you fail to fulfil the payment conditions, the Organiser will consider your booking as cancelled. If payment turns out not to be correct, or to be incomplete or lacking, for any reason whatsoever, the sale of the services booked will be cancelled, and you will remain liable for the resulting expenses. The Organiser is unable to guarantee any "special requests" you make relating to a product (for example meals, arrangements for people with disabilities, child seats, etc.) but will pass them on to the Travel Supplier. It is your responsibility to contact the Travel Supplier or hotel to check whether these special requests can be accommodated.

 

As stated in article L. 121-20-4 of the French consumer code, there is no cooling-off period when you purchase accommodation, transport, catering or leisure services to be supplied on a specific date or within a specific period. For all services in these various categories offered by the Organiser, there is no cooling-off period when you book through our Website.

 

Payments can be made using the major credit/debit cards shown on our Website. We do not accept payment methods other than those mentioned on our Website, and are unable to take responsibility for cash or cheques which may be sent by post. We require complete payment for all products at the time of booking, except for certain hotel bookings and car hire which are payable on arrival, and for cruise bookings, where you can pay a deposit.
 
The Organiser accepts French holiday vouchers in payment for services to France, French overseas departments, territories and authorities and European Union countries.
 
You can also use holiday vouchers to pay for a booking made online or by telephone. To do so, please proceed as follows:
Make your booking using your credit/debit card. Once the payment has been debited and BEFORE your departure date, send your holiday vouchers by post with acknowledgement of receipt, giving your family name, given name and order number, to the Organiser at: GO Volo Département comptabilité client TSA 70031, 70031 Paris Cedex, France.
A credit note, which can be used at any time and for any destination, will then be placed on your account. You can request a refund of your credit note, less a €10 contribution to administrative costs. If you wish to take advantage of this option, you should specify this when sending your vouchers.
 
No change can be given when you pay in holiday vouchers. If you cancel your booking, only the value of the trip will be credited, and not the value of the holiday vouchers you sent.
 
The Organiser also accepts the following payment methods:
-       Compliments Gift Vouchers
-       Tir Groupé Gift Vouchers
-       GO Volo/GOVOLO Gift Vouchers
 
 
You can use these gift vouchers remotely to pay for a booking made online or by phone. To do so, please proceed as follows:

Make your booking using your credit/debit card. Once the payment has been debited and BEFORE your departure date, send your gift vouchers by post with acknowledgement of receipt, giving your family name, given name and order number, to the Organiser at: GO Volo Département comptabilité client TSA 70031, 75441 Paris Cedex, France.

You can opt to use your gift vouchers to pay for all or part of your order. Once our partner organisations receive your gift vouchers (processing takes around 1 month), the Organiser undertakes to refund, by cheque or by crediting your credit/debit card, the value of your gift vouchers less a fifteen euro (€15) administration fee per booking (there is no administration fee for GO Volo gift vouchers). This fee is not refundable if you cancel your booking.
 
No change can be given when you pay in gift vouchers. If you cancel your booking, only the value of the trip will be credited, and not the value of the gift vouchers you sent.

 

1.2 - Responsibilities for scheduled flights and charters (This section does not apply to low-cost flight bookings)

 

The term "Booking" refers to any order for a product or service which you place on our Website and which we confirm. When you make a booking on our Website, your contract is with the Travel Supplier.

 

When you buy air tickets, the Organiser acts as a simple intermediary between you and the carrier. The organiser acts as your representative, contracting the air transport for you and in your name. In accordance with article L.322-1 of the French civil aviation code, the fact that air tickets are issued proves that a transport contract exists.

 

The Organiser's responsibilities when selling flight-only services are set out in article L.211-18 of the French tourism code. The Organiser's responsibility cannot be substituted for that of the French or other carriers responsible for transporting or transferring passengers or baggage.  Under no circumstances can the Organiser be held responsible for force majeure, the actions of third parties not involved in supplying the planned services or the unsatisfactory provision of services due to circumstances for which you are responsible.

 

Changes to times, itineraries, stopovers, airports, delays, missed connections and flight cancellations are recognized as constraints of air travel. In most cases, these situations are due to short-term overcrowding in the air space, checks on aircraft and compliance with the rules of flying and essential safety requirements. So long as the Organiser has respected the provisions of EC regulation 261/2004 governing passengers' rights in relation to air travel, it cannot be held responsible for the situations listed above, or for any events due to unexpected situations, cases of force majeure (strike, adverse weather conditions, war, natural disaster, epidemic, attack, technical incident, etc.), or caused by you or by a third party (arriving at the airport after the stated time, check-in or boarding denied due to failure to comply with police, health or customs formalities, failure to check in, etc.).

 

The passenger is responsible for meeting costs relating to these unforeseen circumstances (taxi, hotel, parking, travel to the flight, onward travel, etc.)

 

In all cases, the responsibility of airlines and their representatives, agents and staff is strictly limited, in the event of damage or complaint, to the air transport of passengers and their luggage as set out in the transport contract between the airline and the passenger.

 

1.3 - Tickets for scheduled flights and charters (This section does not apply to low-cost flight bookings)

 

Tickets will be issued once the price of the booking has been settled in full. You are required to present your tickets to the airline when you check in.

 

Travel agencies and airlines are only permitted to issue tickets via electronic means (e-tickets).

 

It is possible that, despite a flight itinerary being displayed, we could be unable to honour your booking. Due to technical constraints within airlines' own systems, there are certain situations (infants aged under 2 years, interline agreements, groups, etc.) in which e-tickets cannot be issued. The Organiser has no control over this situation and cannot take any responsibility for it.

 

The Organiser undertakes to do everything possible to propose an alternative transport solution within 48 hours of receiving the order. This alternative solution may involve a €25 per passenger administration charge, a different fare base and/or additional costs, for which you would be responsible. It may also be necessary for GO Volo to invoice an additional charge of up to €40 for the dispatch of air tickets (for example, by Chronopost to international destinations). You will be responsible for paying this additional charge. The Organiser can take no responsibility for failure to deliver these services.

 

If there is no alternative solution or if you do not accept the change in fare, it may be impossible for us to issue your tickets. In such a case, GO Volo will cancel your booking free of charge and refund the money paid.

 

A multi-company booking refers to a combination of single journeys operated by different airlines. If a change is made to a journey by one of the carriers, (e.g. cancellation, time change) or if you decide or are obliged to change another journey, it is possible that the other airline may apply different change fees depending on the fare conditions of each ticket.

 

1.4 Specific booking conditions for low-cost flights

1.4.A Definition of a low-cost airline or flight

A low-cost airline, generally known in France under the English term, operates short- or mid-haul flights and offers less services than scheduled and charter airlines.
On low-cost flights there is only one booking class. Low-cost airlines often use secondary terminals or airport (such as Beauvais for the Paris area for example). On-board services are reduced to a minimum and are generally offered as options at an additional charge to the passenger. The ticket price does not include meals or snacks. It is not possible to select seats in advance. Generally, low-cost airlines do not carry pets. Low-cost airlines' published fares are not available to children under 14 travelling alone.

 

1.4.B Your mandate and your acceptance of the terms and conditions of low-cost flights

By way of these terms and conditions, you authorize the Organiser to act in your name and on your behalf when making your booking with the low-cost airline.  The transport contract is directly between you and the low-cost airline. GO Volo's terms and conditions apply to the transaction and the low-cost airline's terms and conditions apply to the performance of the transport contract.

 

1.4.C  Low-cost flight bookings

Low-cost airlines are clearly identified during the reservations process. The booking is made directly between you and the low-cost airline. The Organiser does not issue tickets for low-cost airlines. They are issued directly by the airline itself, and the airline is solely responsible for the services and for the information it provides. It is your responsibility to ensure that information provided during the booking process is accurate.
Once the booking process has been completed and confirmed, you will receive as a minimum the following emails:
- One email from the low-cost airline including your e-ticket (which you will need to travel), the flight plan, confirmation of the flight times and contact details for the airline
- Two emails from the Organiser: one with a recap of the booking (including the Organiser's booking number, the itinerary, etc.) and another with a receipt for the credit/debit card payment.

Note: the e-mail sent by the airline may be written in English.
Please note: certain "Flight Only" products may be supplied by a Partner on behalf of GO Volo. Where this is the case, the entry on your bank or credit card statement will read "Edreams on behalf of GO Volo".

 

1.4.D Invoicing and payment methods

Flight bookings for low-cost airlines must be paid for using a credit/debit card. No other payment method can be accepted.
When you book with a low-cost airline, two separate debits will appear on your credit/debit card statement:
- one for the air fare, including all taxes (debited by the airline)
- and another for the booking fees and any insurance you have selected (debited by GO Volo). The total amount debited will be equal to the sum quoted during the booking process, which is also shown on the booking request summary email.

Under their pricing policies, low-cost airlines invoice additional fees for using a credit/debit card, checking in baggage, etc. These fees are included in the ticket price shown on the GO Volo website and cannot be refunded.

 

Please note: some airlines may issue your invoice in a currency other than the euro. This change of currency leads to a difference between the amount shown on your bank statement and the amount invoiced. This difference can vary according to exchange rate variations, and is not refundable. Additionally, your bank may levy a transaction fee for a debit in a currency other than the euro. If such a fee is charged, you will be responsible for paying it.

 

Please note: certain "Flight Only" products may be supplied by a Partner on behalf of GO Volo. Where this is the case, the entry on your bank or credit card statement will read "Edreams on behalf of GO Volo".

 

1.4.E  Cancellation– Changes – Special requests – No-shows

Cancellation and change conditions for low-cost flights are as set by the airline. If you need to make a change or cancellation, you must contact the airline directly quoting the reference numbers shown on the confirmation email received from the airline.
The Organiser is unable to make any changes or refunds to bookings made with low-cost airlines.
The low-cost airline alone will be responsible for any flight cancellation or change of times.
If you cancel or fail to show for the flight, cancellation fees are generally 100% of the price of the booking.
If you have any special requests (age limits for unaccompanied minors, baggage weights and dimensions, carriage of pets, etc.) you should contact the low-cost airline directly, or check the airline's terms and conditions.
You must inform us in writing if you make any changes directly with the carrier. The Organiser cannot take any responsibility for the consequences should you fail to provide us with this information.

 

 

 

 

1.4.F Data protection

You give us your express informed consent to transfer the data we collect to the airline so that the transaction can be completed. This authorisation to transfer exists before final confirmation of the booking. Data will be transferred in accordance with the provisions of the French data protection law dated 6 January 1978.

 

 

1.5 Pregnant women - applies to all flights

Sometimes, when airlines judge that the term of a woman's pregnancy means that there is a risk she may give birth prematurely during the flight, they will refuse permission to board. It is your responsibility to find out the airline's policy. The Organiser can take no responsibility for this decision.

 

1.6 Infants and children - applies to all flights

Infants (aged under 2 years) are not entitled to a seat on the aeroplane. Consequently, only one infant can be accepted per adult passenger (aged over 18). The ticket price is usually 10% of the adult fare. On certain flights, children aged 2 to 11 may be entitled to a reduction of up to 50% on the ticket price, but numbers may be limited. Children qualify for infant or child fares according to their age on the date the return ticket is used. Unaccompanied children, generally known as UM (unaccompanied minors) are not always entitled to these fares.

Between the ages of 4 and 12 years, an unaccompanied child is considered to be a UM (unaccompanied minor). These children are looked after by the airline from check-in, at no extra cost. The child is the airline's legal responsibility from this point. A hostess will stay with the child until boarding. During the flight and/or if there is a connection to be made with a flight from the same airline, the child will be supervised by the air crew. On arrival, the child is taken as far as passport control by a hostess. After passport control, the child is collected by the designated contact.

This service is available for children aged under 4 or over 12 on payment of a supplement.

Children aged under 15 not accompanied by a person aged over 18 or registered as UMs (unaccompanied minors) are not permitted to fly.

Other than via this service, airlines will not take legal responsibility for children aged over 12 years travelling alone, but can provide assistance should a problem arise. Airlines are responsible for setting their own policies as to whether they accept or refuse unaccompanied children under 12 years. 

Please note: certain airlines set quotas as to the number of infants per aircraft and per flight. Due to this technical constraint imposed by the airlines, the Organiser has to contact them for such bookings. Response time is 24 hours per booking and per airline. If the quota has already been reached, the Organiser will inform you that the flight is not available. GO Volo cannot take any responsibility in such a case.

 

1.7 Specific requests - applies to all flights

To facilitate travel and check whether any of the airline's passenger assistance rules apply, you must inform the Organiser of any assistance requirements you may have (physical or mental impairment, age, illness, plus size, etc.).  You must complete the "Remarks and special requests" section when making your booking online or via an alternative channel (by telephone or at a travel agency).

 

1.8 Baggage - applies to all flights

You may not carry items listed in IATA's international regulations on dangerous substances in your baggage. These include items which are explosive, inflammable, corrosive, oxidizing, irritant, toxic or radioactive, as well as compressed gases and objects not authorised by the countries.
 
To ensure you are fully informed before booking, we suggest you visit the French civil aviation authority (DGAC) website for information about the measures and download the document on restrictions on liquids in cabin baggage.
 
Each airline has its own policy on items not authorised in baggage. You must read the conditions of the transport contract printed on the back of your ticket.
 
The Organiser cannot be held responsible if the airline refuses to transport your baggage. We are unable to cover any costs of any nature if the carrier refuses to carry your baggage on the aircraft.
 
Hand or cabin baggage (any baggage not checked in as hold baggage):
Each airline has its own policy. In general, one piece of cabin baggage is permitted per passenger. It must have a circumference of less than 115cm and weigh less than 5kg. Exact specifications may vary depending on the type of aircraft. Your cabin baggage remains your responsibility throughout the trip.
 
Hold baggage: each airline has its own policy. Low-cost airlines in particular may have specific policies. In general, baggage allowance is 15kg per passenger on charter flights and low-cost flights and 20kg per passenger on scheduled flights (economy class). If your baggage exceeds the limit set, where this is authorised the airline will charge you a fee at the airport. When you make your booking, you should look at the information provided by the Organiser concerning the airline's excess baggage policy.
 
If your personal belongings and/or baggage have been lost, damaged or stolen when your flight (outward and/or return) arrives, you must complete a property irregularity report before leaving the airport. You should then send a completed declaration with the original documents to the airline within 21 days of the incident. Under the provisions of the Montreal Convention, your claim will be rejected if it is not submitted within this time limit.

The Organiser cannot take any responsibility should the airline or the airport authorities refuse to carry or confiscate any object they consider to be dangerous. It is your responsibility to find out which objects are forbidden in the hold or in the cabin.
 
 You should check in 120 minutes before departure for international flights and 90 minutes before departure for domestic flights. Some airlines require you to reconfirm your return flight booking at least 72 hours before you travel. If you do not reconfirm your flight directly with the airline it may be cancelled.
 
Latest check-in times (after which passengers will not be accepted) vary according to the airline.
They may also be different for passengers requiring assistance (see below). The Organiser cannot take any responsibility and will not cover any costs whatsoever if a passenger arrives late and is refused check-in.
 
  Please note: passengers with reduced mobility, passengers who require any form of assistance, unaccompanied minors (UMs), passengers with oversize or excess baggage or who are travelling with animals to be carried in the hold must find out about latest check-in times from the Organiser or the airline.
 
Flights must be taken in the order in which they are shown on your itinerary. For example, if you do not use your outbound flight or the first leg of your trip the remainder of the ticket may be invalid. We strongly recommend (especially if you are travelling in economy class) that you check in before the stated time if you wish to request specific seats. The Organiser has no control over seat allocation, including for seats pre-booked with the airline, and there is no certainty that the specific seats will be available when you depart.
The Organiser is not responsible for any costs you may incur in transferring between airports or terminals.
 
Flights sold at special prices or at a discount may not take the most direct route. For certain itineraries, you will need to change aircraft. If a flight is described as direct, it means there is no change of aircraft involved. However, stopovers may be made to fuel up or to allow passengers to embark or disembark. The details of stopovers will be communicated during the booking process and are clearly shown on the Website and on the itinerary sent to you when you made your booking.

 

Flight durations are communicated based on a 24 hour day. They are approximate and are calculated based on outbound flights. They may vary according to flight times, aircraft types, weather conditions, etc. They are based on the amount of time actually spent in flight (and exclude time spent on the ground during stopovers or when changing aircraft). Consequently, they are provided for information purposes only and are subject to change and confirmation.
 
In accordance with the provision of EC Regulation 261/2004 which establishes shared rules on compensation and assistance provided under certain conditions to passengers in the event that they are refused boarding for a flight or a flight is cancelled or significantly delayed, the carrier or the Organiser has the right to modify all or part of these elements.
 
Regulations vary by airline, but some will not carry women who will be 28 weeks or more pregnant on the date of the return journey. If you have any doubts, please check with your airline and your doctor. Babies must be at least 6 weeks old to travel by air. They must travel on an adult's knee or in a baby seat. Please contact your airline for more details regarding seats. In general, children aged 2 years and over must occupy a seat.

 

1.9 Overselling - applies to all flights

If your flight is oversold (a practice used to make up for no-show passengers), the airline is required to compensate passengers who are inconvenienced. The Organiser can take no responsibility in such a situation. The Organiser will not bear costs of any nature if a passenger is refused boarding due to overselling.

When a person makes several bookings on the same flight (duplicate bookings) or on several flights with the same airline for the same route on the same day, some airlines reserve the right to cancel the seats without warning and sometimes without a refund.

 

1.10 - Failure to show for scheduled flights and charter flights (This section does not apply to low-cost flight bookings)

For charter flights, the Airline reserves the right to cancel any other services booked and your return ticket unless you confirm a maximum of one hour after the time the outbound flight takes off and subject to acceptance by the airline.

For airlines, should a passenger fail to show for departure (no-show), the airline reserves the right to cancel any other services booked and the return flight.

If, by you own doing, you interrupt or cut short your trip or do not use a service, in particular an outward or return aeroplane seat, you will not be entitled to any refund. If you take out optional insurance specifically covering interruption to your break, you must comply with the method of cancellation given in the insurance contract conditions.

Tickets for all legs of your trip including train tickets must be used, and used in the given order. If you fail to comply with this, the airline reserves the right to adjust the fare or cancel the tickets. These conditions also apply where part of your journey is made by train. Some airlines do not refund taxes on part-used tickets.

Should you fail to show for your flight, GO Volo applies an airport tax processing charge of €60 per passenger.

 

1.11 On-site services - applies to all flights

In certain situations (airlines, destinations, fares, etc.) passengers are required to purchase on-site services. The Organiser will not bear costs of any nature, nor offer a refund, if a passenger is refused boarding for failure to respect this condition.

 

1.12 - Pets on scheduled and charter flights (This section does not apply to low-cost flight bookings)

Airlines have their own policies on the carriage of pets. In principle, they are not accepted on charter flights. On some scheduled flights and under certain conditions (safety rules, prior consent from the airline, etc.), certain categories of pet may be carried in the hold or in the cabin, depending on the size of the animal. You must ask the airline with which you are planning to travel for its policy before making a booking. A fee may be charged for carrying your pet. Generally, this is to be paid at the airline check-in desk. Please ask your airline about the cost of this service. You must give the animal's weight and race, and the dimensions of the container in which it will travel in the "Remarks and special requests" section.

 

1.13 Special meals - applies to all flights

Generally, special meals are not offered on charter flights. For scheduled flights, please ask the Organiser for the airline's policy. You should detail your request in the "Remarks and special request" section of your order. 

 

1.14 Check-in - applies to all flights

Unless otherwise specified, all passengers should arrive at the check-in desk three hours before departure for charter flights and two hours before departure for scheduled flights. Latest check-in times (after which passengers will not be accepted) vary according to the airline. Latest check-in time is shown on the flight plan for scheduled flights and on the final flight confirmation for charter flights.

Different latest check-in times may apply to passengers requiring assistance (see below). The Organiser cannot take any responsibility for and will not cover any costs whatsoever if a passenger arrives late and is refused check-in. Latest check-in time is shown on the flight plan for scheduled flights and the final flight confirmation for charter flights.  In other cases, the Organiser will clearly indicate the latest check-in time.
After this time, the passenger will be classed as a "no-show" and no refund will be available for the unused ticket.

Please note: passengers with reduced mobility, passengers who require any form of assistance, unaccompanied minors (UMs), passengers with oversize or excess baggage or who are travelling with animals to be carried in the hold must check latest check-in times with the Organiser or the airline.

 

1.15 Carrier's identity - applies to all flights

Under articles R.211-15 and following of the French Tourism Code, you will be informed of the carrier(s) who has/have been contracted and will therefore be operating the flight you have booked. The Organiser will provide you with the name of the airline operating your flight(s). Should the carrier change, the contracted carrier or the Organiser will inform you by any appropriate means as soon as they/we are made aware of the change, and at the latest at check-in, or on boarding for connecting flights.

In accordance with article 9 of European regulation 2111/2005 dated 14 December 2005, the list of airlines banned from operating in the European Union is available at http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm.

 

1.16 Flight times and aircraft types - applies to all flights

Your flight times, aircraft type, airline and route are communicated for information purposes, subject to confirmation. In accordance with EC Regulation 261/2004 which establishes shared rules on compensation and assistance provided under certain conditions to passengers in the event that they are refused boarding for a flight or a flight is cancelled or significantly delayed, the carrier or the Organiser has the right to modify some or all of these elements.

 

1.17 Connections - applies to all flights

In accordance with international conventions, connections are not guaranteed. You are consequently advised not to make any commitments for the day of arrival and the following day, for both your outbound and inbound flights.

 

1.18 Confirmation of return flights - applies to all flights

If you are taking a charter flight, you are required to confirm your return flight with the Organiser's local agent 72 hours at the latest before the date of your return flight. The agent's contact details are given on your ticket and on the final flight confirmation.

For scheduled flights, you must confirm your return flight with the airline 72 hours at the latest before the day you are due to fly. You can obtain the airline's contact details from the desk on arrival.

 

1.19 Loss or theft of tickets - applies to all flights

Should you delete the email containing your e-ticket, you must contact the Organiser and ask for it to be emailed to you again.

Should your paper air ticket be lost or stolen while you are travelling, you must specifically declare this to the police and the airline. You will be responsible for purchasing a replacement ticket for your inbound journey from the airline. You are responsible for covering any costs resulting from the loss or theft of your ticket. However, at the airline's discretion you may be able to submit a request for a refund. You should include originals of all supporting documents (source of replacement ticket, boarding pass, etc.). Under airline general practice, response time for such requests is one year.

Note: procedures set by the airline vary according to whether the ticket was sent by the airline or collected at the airport.

 

1.20 - Changes to your return flight once at your destination for scheduled flights and charter flights (This section does not apply to low-cost flight bookings.)

For charter flights, you must contact the local agent should you wish to make any change to your return flights once at your destination. If a fee is charged for making this change, you are responsible for paying it. For scheduled flights you should contact the airline. You may be required to pay a fee, or your fare may be adjusted. You are responsible for these costs.  Some tickets (other than e-tickets) can be changed once at your destination, subject to availability in the fare class shown on the ticket. Conversely, some tickets may not be modified, meaning that new tickets must be bought.
You must inform us in writing if you make any changes directly with the carrier. The Organiser cannot take any responsibility for the consequences should you fail to provide us with this information.

 

1.21 Open returns for scheduled flights and charters (This section does not apply to low-cost flight bookings)

If you have purchased a scheduled flight with an open return date, please book your return flight as early as possible, as it is subject to availability.

 

1.22 - Airports for scheduled flights and charters (This section does not apply to low-cost flight bookings)

When the departure town, city or place has more than one airport, the carrier may take off from or land at any one of them without compensation being due. For example, in Paris the carrier may need to land at Orly or at Roissy-Charles-de-Gaulle. Transport costs (taxis, bus, car park, etc.) are to be paid by the passenger.

 

1.23 Direct flights - applies to all flights

Direct flights can be continuous or include one or more stopovers (airlines classify them as single flights because they have one flight number) and may include a change of aircraft, without GO Volo being made aware.

 

1.24 Travel to the airport and onward travel - applies to all flights

If you are organising your own travel to the airport or onward travel, the Organiser recommends that to guard against financial loss you book tickets which allow changes or even refunds. GO Volo cannot take any responsibility in the event of an issue.

 

1.25 - Combining two one-way tickets

Sometimes, in order to offer you special fares for return flights, we may combine two one-way tickets with different airlines or with the same airline. In this case, you will have two separate bookings (one for your outbound flight and one for your return flight). Each booking will have its own fare rules. If you need to cancel one of the flights, you can keep the other one without incurring any additional cost. However, if you miss your departure your return flight will not be cancelled by the airline. If you cancel or make a time or other change to one of the flights, your other flight and the fare rules governing it will be unaffected. Consequently, if one of your flights is cancelled, the airline has no obligation to refund you for the other part of your trip or offer you an alternative itinerary. You can pay to make changes to the other flight should you need to.

 

1.26 Miscellaneous provisions - applies to all flights

The carrier reserves the right, in the event of circumstances beyond its control or technical issues, to transport passengers using any mode of transport of its choosing with due diligence. The passengers have no right to claim compensation in such a case. Consequently, the Organiser recommends that you do not make any commitments for the day you are travelling, the day you return or the following day.

 

1.27 - Cancellations and Modifications

1.27.A Terms and conditions for the processing of changes and cancellations

All change or confirmation requests regarding orders must be emailed to GO Volo at:

Link to forms

The Organiser will provide you with a change or cancellation confirmation recapping key information (the service booked, price, quantity, date of travel, names of people travelling, etc.). If you do not receive such a document, your request has not been received for processing. You must check your inbox regularly and ensure that you have received the confirmation email. You are also responsible for confirming the arrangements for this cancellation or modification by return e-mail.

If you cancel or change your booking we will refund, within a reasonable period of time, all the money you have paid for your booking after deduction of sums due to us (taxes, cancellation/change fees, administration charges and insurance).

No refund and no invoice for cancellation fees can be obtained unless GO Volo has the exchange voucher or travel ticket. The cancellation fee plus the €30 per booking processing fee will not exceed the total value including tax of the booking.

Cancelling or changing your order, whatever the reason, does not release you from your obligation to pay the sums you owe to the Organiser.

Because of the specific conditions applied by one carrier to another, and depending on the type of booking made (no refunds no changes ticket, ticket issue time limits, etc.) some tickets are not eligible for refunds as set out above. It is your responsibility to check the cancellation, change and ticketing conditions applicable to the ticket you have booked.

On scheduled flights, all legs must be used. Should they not be, the airline has the right to adjust the fare or cancel the seats.

Should you fail to show for departure, GO Volo reserves the right to cancel any other services booked, and your return ticket, unless you can provide proof of a case of force majeure which prevented you from attending for departure.

Please note: certain products and services are non-changeable and non-refundable. No money will be refunded in respect of such tickets. Some airlines do not refund taxes on part-used tickets.

Particular attention should be paid to multi-airline bookings - bookings made up of a combination of single journeys operated by different airlines. If a change is made to a journey by one of the carriers, (e.g. cancellation, time change) or if you decide or are obliged to change another journey, it is possible that the other airline may apply different change fees depending on the fare conditions of each ticket.

 

1.27.B Change and cancellation fee scale

If you change or cancel a booking, a fee will be charged based on the scale below:

 

Change and cancellation fee scale

If you change or cancel a booking, a fee will be charged based on the scale below:

 

 

Charter flights and packages before ticket issue

More than 30 days before departure

10% of the total amount* plus €30 processing fee per passenger

Between 30 and 21 days before departure

25% of the total amount* plus €30 processing fee per passenger

Between 20 and 8 days before departure

50% of the total amount* plus €30 processing fee per passenger

Between 7 and 2 days before departure

75% of the total amount* plus €30 processing fee per passenger

Less than 2 days before departure

100% of the total amount including taxes**

 

 

"Extra-low" fare charter flights and packages before ticket issue

Up to 2 days before departure

90% of the total amount* plus €30 processing fee per passenger

Less than 2 days before departure

100% of the total amount including taxes**

 

 

Scheduled flights

Before ticket issue

10% of the total amount* + €30 processing fee per passenger

After ticket issue

100% of the total amount including taxes**

If the ticket is not returned

100% of the total amount including taxes**

 

 

Low-cost flights

Cancellation fees are 100% from the point of booking onwards

 

 

Please note: there may be exceptions to the cancellation and modification conditions outlined above depending on the product sold. Breaks are governed by the tour operator's conditions. Conditions vary according to the tour operator concerned. These specific conditions will be indicated during the sale process and detailed on the confirmation voucher.

 

* Excluding taxes, administration fees and insurance
** No changes no refunds ticket - Requests for refunds of certain taxes (only possible where the fee charged is 100%):
1/ Return the ticket(s) issued, including paper tickets and train tickets, to the Organiser with a written request for a refund.
2/ Allow 2 to 3 months for the airline to process your request.
3/ The Organiser will refund you the sum received from the airline less a €30 per ticket processing fee up to the day before departure (for cancellations before departure) and less a €60 per ticket processing fee after this date (for cancellations on the day of departure - flight no-shows).
*** In some cases the cancellation fee may be less than 100% of the value of the booking. The Organiser invites you to contact the airline to ascertain the cancellation conditions applicable to your ticket.
Please note: insurance premiums are never refunded when you cancel, and a €30 per person processing fee will be charged.
Please note: most airlines do not refund airport taxes in full.

 

 

 

APPENDIX 2 - SPECIAL TERMS FOR DYNAMIC PACKAGES

 

2.1 - Definitions - General Information

Payment can be made using the major credit/debit cards shown on our Website. We do not accept payment methods other than those mentioned on our Website, and are unable to take responsibility for cash or cheques which may be sent by post. We require complete payment for all products at the time of booking, except for certain hotel bookings and car hire which are payable on arrival, and for cruise bookings, where you can pay a deposit.
 
The Organiser accepts French holiday vouchers in payment for services to France, French overseas departments, territories and authorities and European Union countries.
 
You can also use holiday vouchers to pay for a booking made online or by telephone. To do so, please proceed as follows:
Make your booking using your credit/debit card. Once the payment has been debited and BEFORE your departure date, send your holiday vouchers by post with acknowledgement of receipt, giving your family name, given name and order number, to the Organiser at: GO Volo Département comptabilité client TSA 70031, 75441 Paris Cedex, France.
A credit note, which can be used at any time and for any destination, will then be placed on your account. You can request a refund of your credit note, less a €10 contribution to administrative costs. If you wish to take advantage of this option, you should specify this when sending your vouchers.
 
No change can be given when you pay in holiday vouchers. If you cancel your booking, only the value of the trip will be credited, and not the value of the holiday vouchers you sent.
 
The Organiser also accepts the following payment methods:
-       Compliments Gift Vouchers
-       Tir Groupé Gift Vouchers
-       GO Volo/GOVOLO Gift Vouchers
 
 
You can use these gift vouchers remotely to pay for a booking made online or by phone. To do so, please proceed as follows:

Make your booking using your credit/debit card. Once the payment has been debited and BEFORE your departure date, send your gift vouchers by post with acknowledgement of receipt, giving your family name, given name and order number, to the Organiser at: GO Volo Département comptabilité client TSA 70031, 75441 Paris Cedex, France.

You can opt to use your gift vouchers to pay for all or part of your order. Once our partner organisations receive your gift vouchers (processing takes around 1 month), the Organiser undertakes to refund, by cheque or by crediting your credit/debit card, the value of your gift vouchers less a fifteen euro (€15) administration fee per booking (there is no administration fee for GO Volo gift vouchers). This fee is not refundable if you cancel your booking.
 
No change can be given when you pay in gift vouchers. If you cancel your booking, only the value of the trip will be credited, and not the value of the gift vouchers you sent.

 

2.2 Responsibility

When selling dynamic packages, GO Volo acts as a tour operator and is subject to articles L.211-1 and following of the French Tourism Code.

The Organiser cannot be held responsible for unexpected events, cases of force majeure (strike, adverse weather conditions, war, natural disaster, epidemic, attack, technical incident, etc.), your actions or the actions of third parties or of the supplier.

You are responsible for meeting costs relating to these unexpected circumstances (taxi, hotel, parking, travel to the flight, onward travel, etc.).

 

2.3 Duration of Break

The duration of the stay at the hotel is as indicated on the voucher. The duration of the trip is calculated from the date participants are requested to present at the airport until the date of return. Prices are calculated according to the number of nights. A night corresponds to the time for which the room is made available, which varies according to the hotel. The first and last days may be shortened due to late arrival or early departure, according to the timetable provided by the airline. You are advised not to arrange professional commitments and/or travel/connection times which are too tight either on the day of departure or the day before, nor on the day of arrival or the day after, in particular for charter flights, which are most commonly affected by changes to flight plans and delays.

 

2.4 Voucher

Once your payment has been completed correctly, you will receive a voucher. You must give this voucher to the incoming travel agency and/or to the hotel reception on the day of arrival. Only those services exclusively mentioned on the voucher are included in the price.

 

2.5 Accessing and vacating rooms

You room will be made available to you between 2pm and 6pm on your day of arrival, and must be vacated by noon the next day. No exceptions can be made to this rule. If you access your room early or vacate it late you will be considered to have stayed an extra night and will need to pay a supplement to the hotel.
If you are going to arrive at the hotel late, particularly if you have booked a dynamic package, you must inform the travel agency or the hotel so that your room can be held for you. If you do not do so, there is a risk your room may be cancelled.

 

2.6 Room types

Although a considerable supplement is payable for them, individual rooms are generally equipped with a single bed. Double rooms are equipped either with two beds, or more rarely with a double bed. Genuine triple rooms do not officially exist in the international hotel industry. They are generally double rooms to which the hotelier adds an extra bed, which is often not particularly comfortable. Specific requests (e.g. cots, specific meal requests, special luggage/sports equipment, etc.) are subject to availability on arrival and may give rise to additional charges to be paid at your destination.

 

2.7 Establishment classification

The indication of the level of comfort attributed to hotels featuring in the description corresponds to a classification established with reference to local standards in the host country, which may differ from French standards or standards in the country where you made your booking.

 

2.8 Meals

All inclusive: this package basis includes accommodation, breakfast, lunch, dinner and standard drinks (mineral water, fruit juice, carbonated drinks, wines and local spirits) generally between 10am and 10pm. Certain spirits may be excluded from the package and will be charged separately by the hotel.
Full board: this package basis includes accommodation, breakfast, lunch and dinner but not drinks.
Half board: this package basis includes accommodation, breakfast and lunch or dinner depending on the arrangements, but not drinks.
Breakfast: this package basis includes accommodation and breakfast but not drinks.
In certain countries, drinking water is not provided. Clients will need to purchase their own bottled water.
If you order anything extra which is not included in your package you will need to settle the bill with the hotel directly.

 

2.9 Activities

Although the organiser makes every effort to update information in the descriptions of the free and fee-paying activities available at your destination, GO Volo is unable to take any responsibility should these activities be cancelled due to weather conditions, cases of force majeure, stays outside the tourist season or because the minimum number of participants has not been reached.

 

2.10 Hotel changes, moving out of your hotel

For a number of legitimate reasons (technical reasons, force majeure, your or a third party's actions, etc.) the supplier or the Organiser may need to substitute for the hotel originally booked for you another hotel from the same category offering equivalent services. No compensation will be offered in such a situation, and the substitution does not constitute a change to an essential element of your trip. As far as possible, you will be informed in advance, but will not have a right to claim compensation.
Otherwise, the supplier is responsible for rehousing the Buyer in an establishment offering equivalent standards of comfort and quality.

 

2.11 Rail transport

When the package/break includes a rail transport service, the use of tickets is subject to the specific validity conditions given on the train tickets. No modification to the itinerary nor to the duration may be made during the trip without the agreement of the Organiser. You will bear any costs incurred due to modifications for which you are responsible, or which result from cases of force majeure. Children travelling on reduced-price tickets must be able to produce proof of age. You must have travel documents proving that you are travelling as part of a package/break (overall invoice, accommodation paperwork, etc.) with you. Train packages/breaks are offered on all standard TGV trains, and to a more limited extent on rush hour trains. On certain trains, a seat or couchette reservation is obligatory, as are any "designated train" supplements which may apply. The Organiser shall not be held responsible for modifications to times or itineraries or station changes caused by external events such as: strike (except strike by the carrier's staff), technical incidents or bad weather. In all instances, the carrier's responsibility is limited to that defined in international conventions governing rail transport.
Certain carriers apply their own luggage policy. You must make yourself aware of the goods you are permitted to carry in your hand luggage and of current restrictions. Methods vary from one carrier to another, and it is preferable to check in each instance.

 

2.12 Travel packs

Once payment is correctly completed, your travel pack will be given or emailed to you. This travel pack will include 1) transport documents (final flight confirmation for a charter flight, aeroplane ticket for a regular flight and train ticket for rail travel) and 2) a voucher for services to be provided on the ground. Only those services exclusively mentioned on the voucher are included in the price.
Should you not receive this information by email, you must contact the agency or the Organiser before departure.

 

2.13 Photos and illustrations

GO Volo endeavours to provide illustrative or descriptive photos of services referenced on the website. The aim of illustrative photos is simply to give an impression of the chosen destination. They are provided for information purposes only. Descriptive photos are provided to give you an idea of the category or level of comfort offered by a service.

 

2.14 – Extras

You must settle your bill for any extras at the hotel before departure. It is your sole responsibility to check the validity and accuracy of any extras invoiced and to settle any disagreement before leaving.  GO Volo is unable to intervene in any way in the consequences of a direct transaction between a client and a hotel, either during or after the break (as extras are by definition excluded from the price of the accommodation).

 

2.15  Baggage and Valuables

GO Volo is unable to accept any responsibility for the loss, disappearance or theft of baggage from a hotel room or elsewhere, or from a coach or other form of transport.

 

2.16 Miscellaneous Provisions

In certain countries, according to laws in force locally, if one member of a couple is a national of the country in which they are staying a couple may only share a room if they are married. These provisions apply in particular to Morocco and Turkey. Before booking, foreign nationals must enquire with the relevant authorities in the destination and transit country/countries and it is essential that they give their nationality in the comments section when making their booking. Although GO Volo does not condone such policies, the Organiser is responsible for informing you that they exist.

 

2.17 TRANSFER OF CONTRACT

2.17.A Processing fee

If it is feasible to transfer a dynamic package contract, the transferring and/or receiving parties must pay the resulting expenses in advance. Should these costs exceed the amounts displayed at the point of sale and those mentioned in the contractual documents, supporting documentation will be provided.
For any transfer of contract more than 7 days before departure, a processing fee of €30 per booking will be charged in addition to the transfer fee.

 

If you transfer your contract, a fee will be payable:
Transfer dates (in working days*)   Transfer fee
More than 8 days before departure               €70 per person
* Monday to Saturday, excluding French public holidays
Please note: with some airlines, contracts are effective as soon as the package is booked. These contracts are not transferable. The transferor and the transferee are jointly responsible for paying any remaining balance and the additional costs due to the transfer of the contract. Supplementary insurance is never refundable or transferable.

 

2.17.B Transfer mechanism

You can transfer your contract (with the exception of insurance contracts) to a third party, before the contract is effective and on the condition that you inform the Organiser by registered letter with acknowledgement of receipt at the latest 7 days before departure, giving the exact names and addresses of the transferee(s) and the person or people taking part in the trip, and providing proof that they meet the same conditions as you qualifying them to take the break (in particular, children must fall into the same age groups). Contracts are effective from the booking date and once e-tickets or vouchers are issued for other services.

 

2.18 Changes

2.18.A Changes at your request

2.18.A .1 Processing fee

For any change to a contract more than 7 days before departure, a processing fee of €30 per booking will be charged in addition to the change fee.

 

2.18.A.2 Changes before departure

Any written request from you before departure which results in a change to the destination and/or the departure point and/or the hotel and/or the departure date will be considered to be a cancellation.

 

2.18.A.3 Other changes before departure

If any other change is made before departure at your request, a fee will be charged as follows:
Date of change (in working days*)                 Change fee
More than 35 days before departure             €16 per person
21 to 35 days before departure       €40 per person
8 to 20 days before departure         €70 per person
7 days or less before departure      €150 per person
* Monday to Saturday, excluding French public holidays
Exception: if you wish to change a participant's name due to a spelling error or a change in title, a fee will be charged as set by the service provider.
Please note: for services which include a scheduled flight, this fee could be equal to the cost of a replacement return ticket.

 

2.19.B.Changes decided by the travel agency

2.19.B.1 Change to an essential element of the contract

A change to an essential element of the travel contract by the travel agency before departure is governed by article R. 211-11 of the French Tourism Code, which is reproduced in the terms and conditions.
The travel agency will inform you of the change to the contract by email or by registered letter with acknowledgement of receipt. You can then:
- either cancel the contract and obtain a full refund of the sums paid immediately,
- or accept the change or alternative trip offered by the travel agency. An amendment to the contract detailing the changes made will then be signed by the parties. (This can be an email detailing the changes. You will need to write "bon pour accord" (agreed) on this email and send it back.) Any reduction in the price will be deducted from sums still owing. If you have already paid more than the value of the new service, the excess will be refunded before departure.
 
If the quality of the replacement offered is equal to or superior to the service originally booked, no financial compensation can be claimed at a later date.

 

2.19.B.2 Inability to supply a significant part of the services

When the travel agency is unable to supply a significant proportion of the services provided for in the contract, the travel agency must immediately take the following measures set out in article R. 211-13 of the French Tourism code and reproduced here:- either offer services to replace the planned services, bearing any additional cost and, if the services accepted by the buyer are of lower quality, reimbursing the price difference immediately on the seller's return;
- or, if the seller cannot offer any replacement services or if the buyer refuses these for valid reasons, provide the buyer, at no additional cost, with passenger tickets to allow him or her to return to the place of departure or to another place accepted by both parties, under conditions which can be judged to be equivalent.

 

2.19.B.3 Photos - Information and Illustration

Certain information contained on the Website may be changed before the travel contract is made. The travel agency undertakes to inform clients of any changes liable to be made to information on this Website.

 

 

APPENDIX 3 - SPECIAL TERMS FOR HOTELS AND OTHER ACCOMMODATION

 

3.1 General information

Your contract for your hotel or other accommodation booked via our Website will be with your Travel Supplier and will be governed by that company's terms and conditions.

 

3.2 Establishment classification

We offer hotels and other accommodation classified using a star rating. Hotel and accommodation standards can vary between countries, and even within a country. Different countries have different standards: a three-star hotel or three-star accommodation in one country would not necessarily be rated three-star in another.

 

3.3 Arrival/Departure

In general, guests can arrive at a hotel or other accommodation around 3pm on their arrival day and depart at around 11am, local time. However, different times may apply. If you need precise times, please contact us.

 

3.4 Photos – Illustrations

Although we do everything possible to ensure that images of accommodation and descriptions of equipment and facilities on our Website are as accurate as possible and update them regularly, we cannot guarantee that this will always be the case, because we have to obtain such information from our Travel Suppliers. Images and information are supplied to give you an overview of the hotel or accommodation. The configuration of your room will not necessarily be identical to that shown in the photos. For example, a triple room in North America may be made up of a double bed and a single bed, and a double room in Austria may have two single beds. In addition, a supplement may be charged for an extra bed or cot. We suggest that you contact the hotel or accommodation directly to confirm the exact room configuration you wish to book.

 

3.5 Breakfast

Unless otherwise stated, breakfast is not included. Some hotels and accommodation may invoice additional local taxes.

 

3.6 Your contact and applicable terms and conditions

Our hotel booking supplier is Booking.com.  Terms and Conditions

 

 

APPENDIX 4 - SPECIFIC CONDITIONS FOR VEHICLE HIRE

 

4.1 General information

When you book vehicle hire using our Website as an intermediary, you are making a contract directly with the Travel Supplier concerned. This contract will be governed by this supplier's terms and conditions. All drivers must present a valid driving licence when the vehicle is collected. Driving licences must have been held for at least one year when you collect the vehicle. You may also be asked to produce a credit/debit card as a guarantee against any damage suffered by the vehicle during the hire period. It is your responsibility to ensure that you have sufficient funds available on your credit/debit card to comply with the Travel Supplier's terms and conditions. If you fail to comply with one of these conditions you will be unable to hire the vehicle and GO Volo will be unable to take responsibility for any costs you may incur. Clients hiring a vehicle to be collected in a European Union (EU) country must be EU residents and must present a full, valid EC/EEA or French driving licence.

 

 

Our car hire supplier is Rentalcars.  Terms and Conditions