Package Travel Regulations


PART 1 General

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018.

Therefore you will benefit from all EU rights applying to the packages. Canterbury Travel (London) Ltd and Travel Agent will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, Canterbury Travel (London) Ltd. and Travel Agent have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that they become insolvent.


PART 2 Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018

  • Travellers will receive all essential information about the package before concluding the package travel contract.
  • There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
  • Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
  • Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
  • The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
  • Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
  • Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
  • Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
  • If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
  • Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
  • The organiser has to provide assistance if the traveller is in difficulty.
  • If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Canterbury Travel (London) Ltd has taken out insolvency protection with CAA (the entity in charge of the insolvency protection, e.g. a guarantee fund or an insurance company). Travellers may contact this entity or, where applicable, the competent authority (Civil Aviation Authority, 45-59 Kingsway, London WC2B 6TE, email: claims@caa.co.uk, tel. 0330 022 1500) if services are denied because of Canterbury Travel (London) Ltd insolvency.


PART 3 The Package Travel and Linked Travel Arrangements Regulations 2018

The organiser or the retailer must provide the address of the website where a copy of the Package Travel and Linked Travel Arrangements may be found.

  1. The Package Contract

    The Agent must ensure that the package travel contract sets out the full content of the package and includes the information set out below.

    When the package travel contract is concluded, or without undue delay after its conclusion, the Agent must provide the Lead Name with a copy or confirmation of the contract on a durable medium.

    Where the contract is concluded in the simultaneous physical presence of the parties, the Agent must provide to the Lead Name a paper copy of the package travel contract if the traveller so requests.

    Where an off-premises contract is concluded, the Agent must provide a copy or confirmation of that contract to the Lead Name on paper or, if the Lead Name agrees, on another durable medium.

The information:

All the information set out in (a) of this Schedule 2 and:

  1. Any special requirements of the traveller which the organiser has accepted.
  2. Information that the organiser is—
    1. responsible for the proper performance of all travel services included in the contract in accordance with regulation 15;
    2. obliged to provide assistance if the traveller is in difficulty in accordance with regulation 18.
  3. The name of the entity in charge of the insolvency protection and its contact details, including its geographical address, and, where applicable, the name of the competent authority designated by the member State concerned for that purpose and its contact details.
  4. The name, address, telephone number, e-mail address and, where applicable, the fax number of the organiser’s local representative, of a contact point or of another service which enables the traveller to contact the organiser quickly and communicate with the organiser efficiently, to request assistance when the traveller is in difficulty or to complain about any lack of conformity perceived during the performance of the package.
  5. Information that the traveller is required to communicate any lack of conformity which the traveller perceives during the performance of the package in accordance with regulation 15(3).
  6. Where minors who are unaccompanied by a parent or another authorised person travel on the basis of a package travel contract which includes accommodation, information enabling direct contact by a parent or another authorised person with the minor or the person responsible for the minor at the minor’s place of stay.
  7. Information on available in-house complaint handling procedures and on alternative dispute resolution pursuant to Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR) and, where applicable, on the alternative dispute resolution entity by which the trader is covered and on the online dispute resolution platform pursuant to Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Regulation on consumer ODR).
  8. Information on the traveller’s right to transfer the contract to another traveller in accordance with regulation 9.