Opodo terms and conditions
Please read these Terms and Conditions before using Opodo's website (Website) and making any booking. When you make a purchase on the Site, you agree to accept these Terms and Conditions.
All correspondence regarding customer service or your booking should be sent to Opodo, PO Box 6589, Leicester, LE1 3ZZ or emailed by clicking here >
TABLE OF CONTENTS
- 1. Use of Website
- 2. Your Contract
- 3. Booking conditions
- 3.1. Cancellations and modifications
- 3.2. Price and payment
- 3.3. Refunds
- 3.4. Passport, Visas and Health Requirements
- 3.5. E-Tickets
- 3.6. Travel insurances
- 3.7. Loyalty package
- 4. Special conditions relating to the products and services offered
- 4.1 Flights
- 4.2 Cruise
- 4.3 Fly/Cruise
- 4.4 Car rental
- 4.5 Hotel and other accommodation
- 4.6 Travel Packages
- 6. Cookies Policy
- 7. Industrial and intellectual property rights
- 8. Limitation of Liability
- 9. Links to other Websites
- 10. Other generally applicable terms
- 10.1. Passengers' rights under EC Regulation 261/2004
- 10.2. Queries and complaints relating to your booking
- 10.3. Customer behaviour
- 10.4. Entire Agreement and Severability Clause
- 10.5. Changes to General Terms and Conditions
- 11. Law and jurisdiction
- ANNEX 1 SPECIAL CONDITIONS AND INFORMATION FOR FLIGHTS
- ANNEX 2 SPECIAL CONDITIONS FOR CRUISES
- ANNEX 3 SPECIAL CONDITIONS FOR FLY-CRUISES
- ANNEX 4 SPECIAL CONDITIONS FOR CAR RENTAL
- ANNEX 5 SPECIAL CONDITIONS FOR HOTELS AND OTHER ACCOMMODATION
1. Use of Website
1.1 This Website is available to all users (hereinafter referred to as the "User" or "You"), subject to these General Terms and Conditions (hereinafter referred to as "T&Cs"). When you make a purchase on the Site or otherwise use this Site, you agree to accept these Terms and Conditions.
1.2 This Website is owned by Opodo Limited, a limited liability company with company number 4051797 and registered address at Waterfront, Hammersmith Embankment, Chancellor's Road, London W6 9RU, VAT Number 766445988, and correspondence address Opodo, PO Box 6589, Leicester, LE1 3ZZ with telephone numbers 0871 277 0090 (calls to this number cost 10p per minute from a BT landline; calls from mobiles may be considerably more) and 0333 300 0291 (local rates apply) or by email click here; and granted the IATA number 91266033 (hereinafter referred to as "Opodo").
1.3 The User hereby declares that he or she is an adult (at least 18 years of age) and has the legal capacity to be bound by this agreement and to use this Website in accordance with these T&Cs. Opodo expressly warns the User that by using the Website to make a booking, he/she is concluding a contract with payment obligations. Furthermore, the User declares that all information he or she provides to access this Website and while using it is true, complete and accurate, and he/she agrees to keep it updated.
1.4 This Website is solely and exclusively for the User's personal use. It may not be modified, reproduced, duplicated, copied, distributed, sold, resold or exploited for commercial or non-commercial purposes, except that you may print out copies of your travel itinerary for personal use, or forward your travel itinerary to a bona fide itinerary management company.
1.5 The User agrees not to use this Website for illegal or prohibited purposes. In particular, the User accepts that he or she will only use this Website for him/herself and that the products or services purchased through this Website will be for his or her own use or consumption, or the use or consumption of persons on behalf of whom he or she is legally authorised to act. The User shall not resell to third parties products or services purchased through this Website.
1.6 Opodo reserves the right to deny access to the Website at any time without notice.
1.7 All correspondence regarding customer service or your booking should be sent to Opodo PO BOX 6589 Leicester LE1 3ZZ, or if you would prefer to contact us by telephone, please call 0333 300 0291 (local rates apply).
2. Your contract
2.1 A "booking" means any order for products or services you make on our Website which is confirmed by us. When you make a booking via this Website, the contract will be between the Travel Supplier(s) and you. Opodo is therefore not a party to the contractual relationship in relation to the products and services you order on our Website, unless explicitly provided otherwise herein. Any queries or concerns relating to the product should be addressed to the Travel Supplier.
2.2 The term "Travel Supplier" includes as appropriate inter alia airlines, tour operators, package holiday suppliers, hotels, hotel chains and hotel aggregators, insurance suppliers, rental car suppliers and cruise lines.
2.3 Opodo makes the booking on your behalf and your contract will be subject to the Travel Supplier's terms and conditions, which could limit or exclude liability to you (often in accordance with various applicable international conventions). If you wish to review the relevant Travel Supplier's terms, we refer you to the Conditions of Carriage page of our Website where the Travel Supplier's terms are available through a link. In instances where it is not possible to access the Travel Supplier's terms by a link, we will at your request provide the Travel Supplier's contact details so that you may contact them. Please ensure you refer to the applicable Travel Supplier's terms and conditions for cancellation charges and other important terms and conditions.
2.4 By using this Website to book products and/or services, you authorise Opodo to act as your representative during the process of comparison between Travel Suppliers and booking of products and/or services from the selected Travel Supplier and to make the payment for such products or services in your name and on your behalf, as required. Accordingly, Opodo shall charge you with a service fee, depending upon which product you book. You will be advised of any fee before you confirm your booking. Where you provide us with the details of your credit card or debit card to make your flight booking, you authorise us to use these details to make the flight booking on your behalf. When payment is made in this way by us on your behalf, you will immediately receive a confirmed ticket issued by the operator of your flight.
2.5 Prices are confirmed at the final step of the booking path at the point when you click "Buy now", "Make the reservation" or similar, depending on product purchased. Prices are shown with rates of exchange calculated on a daily basis. Prices may therefore differ on a daily basis to reflect any movement in exchange rate levels. Taxes fluctuate in line with exchange rates. When a booking is made the exchange rate will be fixed at that time and will apply to any amendments or cancellations to that item within the booking. Exchange rates are determined by Opodo. Where you will pay later, for example a post-pay hotel booking, or Opodo receives the price from the airline in a currency other than sterling and converts it to sterling, the applicable exchange rate will be that applied by your card provider at the time of payment.
2.6 After you confirm your booking, you will receive a confirmation email with a booking number. This is the moment that your contract in relation to the products and services ordered will come into existence. This confirmation email will provide all the details of the itinerary of your booking. Next, we will check that your booking has been correctly entered in the airline's booking system and that your payment can be correctly processed. Our obligation to issue the ticket will be subject to your payment having been received in cleared funds. In respect of a flight booking, immediately payment has been made for your flight you will receive a confirmed ticket issued by the operator of the flight. This will usually be within a few minutes of payment having been made whether or not we have used your credit or debit card to make the payment. Your contract of carriage with the operator is therefore directly enforceable against the operator without any intervention by us.
2.7 We reserve the right to cancel your booking in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you, using the email address you provided at the time of booking, or your bank. In the event we are not able to contact you or your bank, we may cancel your booking with no liability whatsoever.
2.8 In the event that there is an error taking payment including but not limited to: your card failing (for example fraud tests or for insufficient funds), the card company or bank failing to process correctly or a failure on our side to take payment, you will be liable for the cost of your booking, and, additionally should we not be able to collect payment from you, you agree to assume our costs in pursuing you for such payments and the amount of the booking together with our administrative fee of £75 and interest at 3% above the bank of England's base rate until time of payment.
2.9 The electronic document by which your contract is formalised shall be filed in the Opodo records and may be accessed by you at any time upon request to Opodo.
2.10 In relation to the "special requests" options relating to any product (eg meals, disabled facilities, child seats etc.), Opodo does not guarantee any such requests but will pass these requests on to the Travel Supplier/hotel. It is your responsibility to confirm with the Travel Supplier or hotel whether such special requests can be fulfilled.
3. Other booking conditions
3.1. Cancellations and modifications
3.1.1 As explained in clause 2.1, the contract for the product or service you have booked is between you and the Travel Supplier(s). This means that your ability to cancel or modify a booked travel product or service, and the method for doing so, will depend on the specific airline's fare rules or other Travel Supplier's terms and conditions. Please see clause 2.3 for details of how to access the Travel Supplier's terms and conditions. It therefore may not be possible to cancel or modify products or services ordered, or there may be specific requirements you will have to meet. However, Opodo will, at your request, assist you to cancel or modify the booking to the extent that it is possible, as explained in the next sections of this clause. In the event that you make any alteration to your booking (cancellation and/or modification), Opodo reserves the right to charge you a service fee of £25 per person to cover the administration costs incurred by Opodo. These charges do not include any charges imposed directly by the Travel Supplier or hotel, including any difference in fare/room rate/rental rate. In the event that you make a change to your booking, please note that any current fare available on the Website is not relevant to the cost of making your change.
(a) In relation to Flight bookings, please note that for itineraries built up of different routings and more than one fare base, more than one set of fare rules may apply. You should read all fare rules pertaining to your reservation. Please see clause 2.3 for details of how to access the Travel Supplier's terms and conditions.
(b) If changes or cancellations are permitted, then please call Opodo to make the change. Changes and cancellations cannot be made by email. You can reach the Opodo call centre on 0333 300 0291 from UK (local rates apply).
(c) Please note that a "no-show" for a flight may result in your full ticket being cancelled by the airline and therefore may not be refundable.
3.1.3 In relation to Hotel bookings the hotel's specific terms and conditions for cancellations and amendments are available online during the booking process and set out in your confirmation email Where you make a booking modification, it is your responsibility to ensure that it does not conflict with any other product or service you have purchased.
3.1.4 In relation to Car rentals, the car rental Travel Supplier's specific terms and conditions for cancellations and amendments will be available during the booking process and, for most bookings, through a link provided in your confirmation email. If you fail to cancel your reservation prior to the pick-up time and do not collect the vehicle on the pick-up date, or of you fail to comply with the pick-up terms (see car supplier terms and conditions), Opodo on behalf of the car supplier reserves the right to make a "no-show" charge of up to 100% of the total car rental booking value.
3.1.5 In relation to Cruises, the cruise Travel Supplier's specific terms and conditions for cancellations and amendments will be available upon request from our cruise sales team at 0800 358 2288. In addition, a "no-show" for any cruise will result in your ticket being cancelled by the cruise line and will not be refundable.
3.2. Price and payment
3.2.1 The total price of your booking will be shown once you have selected all the specific products you would like to acquire. Such price will include the price of all products selected and Opodo's service fees. Opodo's service fees are independent of the price of the products and non-refundable in any case, as they are charged for the service provided by Opodo for the search, comparison and assistance in the booking process. Taxes fluctuate in line with exchange rates
3.2.2 The amount of the service fees depends on the products acquired. Opodo may also charge additional service fees if you make a booking by phone or request changes or refunds. In the event that you use an unfunded credit card or a credit card which is rejected by the bank due to any other reason that is caused by you, Opodo will charge a service fee of £25 and will provide you with instructions to make effective the payment of your booking. The service fee will be added to the final price. Until you make effective the full payment, you will not be able to receive your products. Moreover, we hereby bring your attention to the fact that, due to the nature of travel products, it is possible that price changes occur between your booking and the effective payment and you will have to assume the cost of the selected products at the moment that you are making the effective payment.
3.2.3 If you pay by credit card, payment for your flights may be taken directly by the airline. If there are any problems with your payment, we will contact you within 48 hours of your booking (or within 24 hours if you are travelling within 48 hours). Opodo will not be liable for any subsequent price increase as a result of payment failure. Any price increase must be paid for by you before the booking can be confirmed. Please note that the airline payment and payment to Opodo for any other products or Opodo charges may appear as separate transactions on your credit card statement.
3.2.4 Payments can be made by all major debit and credit cards as detailed on the Website. Payment methods other than those stated on the Website will not be accepted and no responsibility is accepted for cash or cheques sent through the post. Full payment for all products is required at the time of booking, except for hotel and car rental pay-on-arrival bookings or cruise bookings, where a deposit option may be available.
3.2.5 For some low-cost airline flights originating outside of the UK, we may receive prices from the airline in non-sterling (GBP) currency, which we then convert and display on the Website in GBP. In such cases, the amount taken from your card may differ slightly from this amount, as it depends on the exchange rate used by the low-cost airline. Your card issuer may also levy a non-sterling exchange fee to process the transaction. Opodo will not be liable for any fees relating to varying exchange rates and card issuer fees.
3.2.6 In order to provide greater security, you will be asked to enter all the information that is on your card for each purchase you make with Opodo, as this information is not saved in our files longer than necessary to process the payment of each booking or in the tax recovery process as referred to herebelow under 3.3. Please note that Opodo is required to pass your card details to the relevant Travel Supplier for fulfilment of the booking. In agreeing to these terms and conditions you authorise us to do this on your behalf. All information is encrypted on our secure server. You authorise Opodo to use the information on the credit card provided by Customer/you (i) in order to make the purchase of the services required and to process related service fees (ii) for the payment of the premium for insurance as applicable, (iii) for the processing of any applicable refunds and (iv) for the charge of costs and fees related to (a) the use of credit cards or (b) changes to your booking or to (c) tax refunds as referred to in section 3.3 of these terms and conditions.
3.2.7 In addition to our general service fee Opodo may charge you a fee for bookings made by credit or debit card. You will be notified of the relevant charges before you confirm the booking. Opodo reserves the right to pass on any charges relating to card charge-backs. If your booking is being paid for with a third party credit card we may require written authorisation to be provided by the card-holder. Opodo or the Travel Supplier reserves the right only to deliver e-tickets, confirmations, e-vouchers or other travel documents to your credit card billing address or email address when requested to do so by the credit card issuer. All email addresses used must be valid at the time of booking.
3.2.8 Further, in an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or post to us proof of your address and a copy of the credit card and recent statement before issuing any tickets. Please be aware that these checks are only carried out during our standard business hours. As a result, any tickets for bookings made outside of our business hours may not be issued until the next working day. Opodo is not responsible for any costs incurred as a result of these checks.
3.2.9 In certain cases applicable payment can also be made through electronic direct debiting scheme if you possess an appropriate account in the respective country where you do the booking. Between booking and flight date must be at least six working days. By choosing direct debit as payment method Opodo will be authorised to collect the complete amount of booking from your account at once. It is your responsibility to make sure that your account has sufficient funds. In the event that there is a charge back due to insufficient funds or to any other reasons that is caused by you, Opodo will charge a service fee of £25 and will provide you with instructions to make effective the payment of your booking. This fee consists of fees taken by the bank and the additional expenses incurred by Opodo. You are free to prove that less cost has occurred. When choosing direct debit as payment method Opodo reserves the right to retain possible refunds until receipt of payment is irrevocable
3.3.1 In some cases, when you are unable to take your flight and the ticket is non-refundable, you may be eligible to claim some or all of the taxes charged at the time of purchase:
(a) In case of tickets issued by IATA airlines, these airlines require that the demand for refund is submitted and managed through the travel agency issuer. If you wish to make an administrative claim to Opodo for any taxes that may be refundable, you must do so in writing within 12 months from the booking date to the following address: Opodo PO Box 6589 Leicester, LE1 3ZZ. You hereby authorise Opodo to carry out all the activities necessary to obtain such tax refund. Please note that refunds can only be processed to the form of payment used at the time of booking and that all refunds are subject to the relevant airline's policy and a Opodo refund service fee. You hereby authorise Opodo to deduct the applicable refund service fee [of GBP 25] from the amount of the tax refund payable to you.
(b) In case of tickets issued by non-IATA airlines or where payment for your flights has been taken directly by the airline, requests for refund should be made directly with the airline concerned but the refund service fee shall be due to Opodo. You hereby authorise Opodo to charge your credit card with the applicable service fee.
3.3.2 Refunds, if applicable, will be processed to the form of payment used at the time of booking. This will be made payable to the person who made the original payment. When processing a refund for a flight ticket, please be aware that not all taxes are refundable. A tax refund will be processed in accordance with the relevant airline's refund policy in the country concerned with the £25 fee due to Opodo charged to the form of payment used at the time of booking.
3.3.3 Where you have purchased a fully refundable ticket that money will be refunded to you either by Opodo (less the £25 per person Opodo handling fee) or the airline as applicable. In case of a refund from the airline you authorise Opodo to charge £25 to the payment method taken at the time of booking.
3.4 Passport, visas and health Requirements
3.4.1 Passport and visa regulations can change and you should therefore check with the relevant embassy well in advance of travel. It is your responsibility to be in possession of a valid passport and, if appropriate, a visa. It is important to remember to include all transit points in your journey which may also require you to obtain a visa. It can often take some time to obtain a visa, so you are advised to apply in plenty of time. We accept no responsibility for customers who do not possess the correct documents.
3.4.2 Each destination has its own requirements as far as entry formalities, vaccinations, etc. which can also vary depending on the passenger's nationality. It is your responsibility to collect that information. No incidents arising from the failure to comply with such official regulations will be considered the responsibility of Opodo. We therefore urge you to always verify the different formalities of the chosen destination or transit countries, as well as the time needed to take all of the related steps.
3.5.1 All tickets sold on this Website are e-tickets. E-ticketing is a "paper-less" way to book flights. Once you have made your booking, it is stored electronically in the airline reservation system. Opodo will send you a confirmation email with your booking reference number, which serves as a receipt for your e-ticket. You will NOT receive a physical ticket to present at the airport.
3.5.2 Please note that you may be required to produce your booking number and/or confirmation email to the relevant Travel Supplier as evidence of your booking. We recommend that you take a printout of your confirmation email with you, although not all airlines will ask to see this. Please note that airlines have their own rules and regulations with regard to e-ticketing. Opodo cannot be held responsible for non-compliance with these rules and regulations and strongly recommends that you check these details with your airline in advance of travel.
3.5.3 Opodo relies on the information that you provide as being accurate and therefore cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. You must notify us immediately if you change your email address or contact telephone number. In addition, please check that the name on your passport matches the name on your ticket and/or booking confirmation.
3.5.4 In exceptional circumstances, due to ticketing restrictions outside its control, Opodo may not be able to pass information about confirmed bookings to the airline to enable them to fulfil the booking. If this occurs we will attempt to notify you within 48 hours of confirmation and organise a refund or arrange an alternative. Where you choose an alternative and it is more expensive than your original booking, you will be responsible for paying the difference.
3.6 Travel insurances
It is recommended that you take out insurance for any travel, especially as there may be circumstances where the Travel Supplier will have no liability. If you elect to purchase Travel Insurance through Opodo website, your contract will be directly with the Travel Supplier, whose terms and conditions will apply to that insurance.
3.7 Loyalty programmes
3.7.1 As part of the booking process for flight tickets or hotels, you are given the option to enter the details of any relevant frequent flyer or hotel loyalty programme of which you are a member. Please note that any such frequent flyer or hotel loyalty programme is subject to the terms and conditions of the airline or hotel through which it is offered. Those terms and conditions may not give rewards on all types of fare and class of service. Please contact the airline or hotel in charge of your frequent flyer or hotel loyalty programme if you are unsure of its terms and conditions. Please note that our Travel Suppliers have their own rules and regulations with regard to loyalty cards. If you have any questions, please contact them directly.
3.7.2 Different airlines offer different loyalty programmes. The benefits offered can vary between airlines and even for the same airline on the same route in the same class,. By way of example only: an Economy ticket London to Sydney with the same airline on the same date and time may carry different airmiles depending on the class within Economy eg W, V, X etc. We are not responsible for these fluctuations and if it is important for you to know exactly how many airmiles you will be getting then please contact customer service before making your booking.
4. Special conditions relating to the products and services offered
In relation to flights the conditions set out in Annex 1 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
In relation to cruises the conditions set out in Annex 2 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
In relation to fly-cruises the conditions set out in Annex 3 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
4.4 Car Rental
In relation to car rental the conditions set out in Annex 4 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
4.5 Hotel and other accommodation
In relation to hotel and other accommodation the conditions set out in Annex 5 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
4.6 Travel Packages
4.6.1 A Travel package is a pre-arranged holiday package combining at least two of the following: (a) transport (b) accommodation or (c) another tourist service not ancillary to transport or accommodation and forming a significant part of your booking, and those two or more components are sold to you as a whole at the same time by us at an inclusive price with full payment being made to us.
4.6.2 If you acquire a Travel Package in this Website, the terms and conditions as set out herein shall apply, unless this would be in violation with the applicable local implementation of the Package Travel Directive (as amended from time to time).
4.6.3 If you acquire a Travel Package in this Website your credit or debit card will be charged for the full amount of your package at the time of booking, unless you choose a Flight + Hotel package with a post-pay hotel. You may have separate credit card charges for each product, totalling the amount quoted for your package.
4.6.4 For the avoidance of doubt, products booked under these T&Cs are not a Travel Package if you, or our travel advisors on your behalf, put together two or more types of products or services, irrelevant of whether you book these products at the same time for one total price. In these circumstances your contract will be with the relevant third party supplier(s).
5.1 In compliance with the provisions of the Data Protection Act 1998, we inform you that your personal data collected by Opodo Limited will be incorporated and processed, in order to provide and offer you our services and manage the bookings and the payments, send you information and advertising about the offers, promotions and recommendations that we believe may be of your interest, as well as perform surveys, statistics and analysis of market trends. We will use your personal data to build up a picture of your interests and we then try to ensure that when you visit our Website you do not miss the offers and information relevant to you. In any event, we will not use your personal data for direct marketing purposes, unless you expressly give us your previous consent.
5.2 We also inform you of the possibility of exercising rights of access, rectification, cancellation and opposition of your personal data, which are guaranteed by the Data Protection Act 1998, heading straight to the file to Opodo Limited. For your convenience, you can exercise the above rights also by email at firstname.lastname@example.org.
6. Cookies policy
6.3 Specifically, Opodo uses the following cookies:
- Analytical cookies - Allow us to see how visitors move around the website and to record which content viewers view and are interested in. This helps us to improve the service which we offer to you by helping us make sure our users are finding the information they are looking for. These kind of cookies are used in the domain: "opodo.co.uk".
- Social cookies - Are necessary for Social Networks (Facebook, Google and Twitter). Its function is to control the interaction with Social Widgets on the page. Such Cookies are used in the domains:"facebook.com", "google.com" and "twitter.com".
- Affiliated cookies - Allow us to track visits from other Web Sites which Opodo has an affiliation agreement. Such cookies are used in the domain "zanox.com","tradedoubler.com".
- Behavioural and advertising cookies - These collect information about your preferences and choices in this website. They target advertising networks, who then use them to show customized ads on other websites. Such cookies are used in the following domains:" opodo.co.uk", "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", "doubleclick.net"
- Technical cookies - These are strictly for the use of this Website, Such cookies are used in the sites: "opodo.co.uk" and "opodo.it".
- Functional cookies - These are strictly necessary to provide the services requested by users on this Website. Such cookies are used in the site: "opodo.co.uk".
7. Industrial and intellectual property rights
7.1 All of the content on the Opodo Website (including, but not limited to, trademarks, texts, graphics, logos, button icons, images, audio files and software) is owned by Opodo or its content providers and is protected by national and international industrial and intellectual property regulations. The compilation (understood as the collection, arrangement and assembly) of all content of the Opodo Website is the exclusive property of Opodo and is protected by national and international industrial and intellectual regulations. All software used on the Opodo Website or belonging to its software Suppliers is protected by national and international industrial and intellectual regulations.
7.2 Any other use of the content on this Website is strictly prohibited, including its total or partial reproduction, modification, distribution, transmission, subsequent publication, exhibition and/or representation. In particular, any type of use of the images contained on the Opodo Website outside this Website is strictly prohibited without the express consent of Opodo and/or its Suppliers.
7.3 Opodo and other names of products, services, graphics and logos of Opodo are internationally registered trademarks. The names of other products, services and companies mentioned in this document may be registered trademarks of their respective owners.
8. Limitation of Liability
8.1 Opodo offers this Website as-is and exercises reasonable skill in respect of its updating, maintenance and functioning, but it makes no guarantees as regards technical faults, service infallibility, or that the system or portal will function at all times.
8.2 Opodo publishes on its Website various information about the products and services provided and offered by third parties, and it can make no representations about the truthfulness, accuracy, completeness and updating of the data contained in such offers. Some information is stored in cache from time to time, and will only be verified with real time information at the time you confirm your booking.
8.3 The limitation of liability of Opodo is in accordance with the current applicable legislation and particularly in terms of the sectorial regulations of travel agencies. In any case, Opodo assumes no liability for any damages arising directly or indirectly from the contract between the Travel Supplier and the Consumer relating to the purchase of a product or service offered on its Website.
8.4 Opodo's liability for damages shall at all times be limited to the fees received by Opodo for the services provided, subject to the applicable local implementation of Directives 93/13/EEC and Directive 90/314/EEC. Nothing in this term is intended to affect your rights as a consumer.
8.5 Opodo and/or companies from the ODIGEO Group are not liable in the even there are deficiencies with reservations, confirmations and/or execution of any trips or services purchased through Opodo due to reasons of force majeure (including, but not limited to, political, economic, security or climatic disorder that affects safety).
8.6 Without prejudice to the limitations set out in this clause 8, Opodo shall in no event be liable in respect of any claim in relation to products or services purchased on our Website unless a written notice of the claim is given by you to us within a period 12 months from the date of the booking.
9. Links to other Websites
9.1 The Opodo Website may contain links to other Websites that are not managed by Opodo, which are included only for reference purposes. Opodo does not exercise any control over these Websites nor is it responsible for their content.
9.2 The inclusion of links to other Websites does not imply that Opodo promotes, vouches for, guarantees or recommends these sites. These links are only used as informative references, without any valuation of the content, owners, services or products offered therein.
10. Other generally applicable terms
10.1 Passengers' rights under EC Regulation 261/2004.
If you are travelling into or out of the EU, or on an EU carrier, you may have rights which you can assert against the relevant airline in the event that your flight is cancelled, delayed or you are denied boarding. For more information about EC Regulation 261/2004, please click here >
10.2 Queries and complaints relating to your booking
Please contact our customer services team if you have any other enquiries or complaints relating to your booking prior to departure. If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel prior to your return.
10.3 Customer behaviour
It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to others or which risks damage to property belonging to others (including but not limited to drunkenness and/or air rage) while on your holiday or using a service/product. If your behaviour is inappropriate and/or causes offence, or damage to others, or risks damage to property belonging to others, we and/or our Travel Suppliers (eg airline staff) may cancel you booking, in which case our and our Travel Supplier's responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur as a result of such termination.
10.4 Entire Agreement and Severability Clause
10.4.1 These Terms and Conditions contain the entire agreement between the parties in relation to its subject matter.
10.4.2 If at any time any part of these Terms and Conditions (including any one or more of the clauses of these Terms and Conditions or any sub-clause or paragraph or any part of one or more of these clauses) is held to be or becomes void or otherwise unenforceable for any reason under any applicable law, the same shall be deemed omitted from these Terms and Conditions and the validity and/or enforceability of the remaining provisions of these Terms and Conditions shall not in any way be affected or impaired as a result of that omission.
10.5 Changes to General Terms and Conditions
Opodo reserves the right to change or update these T&Cs from time to time without prior notice to you. The current version of the T&Cs will be displayed within the Website from the date on which any changes come into effect. Continued use of the Site following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
11. Applicable law and jurisdiction
These General Terms and Conditions, as well as any relation between Opodo and the User, shall be governed by the laws of England & Wales. To the extent legally permitted both parties are subject to the jurisdiction of the Courts of the city of London for any litigious issue arising from the existence, content and/or interpretation of these General Terms and Conditions or from any relation between Opodo and the User.
ANNEX 1 SPECIAL CONDITIONS AND INFORMATION FOR FLIGHTS
Contracts for flights booked through our site shall be with the relevant Travel Supplier and subject to their terms and conditions.
Please note that in relation to air fares there are additional terms specific to that fare. For example, tickets are normally non-changeable and non-refundable. You can view the fare rules when you view the Terms and Conditions of the Travel Supplier during the booking process. In addition, the majority of airlines reserve the right to make schedule changes and cancel confirmed bookings. Opodo, as intermediate party, is not responsible for such schedule changes or cancellations.
Airlines may charge for additional services such as checked baggage, airport check-in, preferred seating, in-flight entertainment (if available), food, drink and snacks etc. Any charges for these additional services are not included in the price of your flight ticket unless explicitly provided otherwise and must be paid to the airline directly. Opodo is not responsible for any additional costs incurred and advise you to contact the relevant airline to add any additional services and verify charges. You can check your baggage allowance by either visiting the airline's website or, in the case of some airlines, by clicking here. Please note if your flight includes more than one segment you may have different baggage allowances; this can even be the case when flying with the same airline if for instance one flight is international and the other is domestic. This may mean that you are charged for any luggage in excess of the lower limit on the flight which bears the lower luggage limit.
The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Some airlines require you to reconfirm your return flight booking at least 72 hours before travel. Failure to reconfirm your flight booking directly with the airline may result in cancellation.
Flights must be used in the order set out in your itinerary - eg a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.
We strongly recommend (particularly if you are flying Economy class), that you check in early if you have particular seat requests. Opodo has no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.
Opodo is not responsible for the costs of any transfers between airports or terminals that you may incur.
Flights priced at special fares or best prices may not take the most direct route. Some itineraries require a change of aircraft en-route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en-route for re-fuelling or to let passengers on and/or off. Details of any stops will be given during your booking process and are clearly identified both on the Site and on your itinerary which will be sent to you when you make your booking. It is your responsibility to arrange any visas which may be necessary and we take no responsibility for assisting or advising with this.
The times given are given on the 24-hour clock system, and are approximate. They may vary depending on flight schedules, type of aircraft, weather conditions etc., and are given for guidance only and are subject to alteration and confirmation.
Regulations vary with each airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If in doubt, please check with the airline concerned and consult your doctor. Infants must be 6 weeks old or more to travel by air and must either sit on an adult's lap or occupy an infant seat. Please contact the airline you are travelling with for details of appropriate seats. Generally children aged 2 years or more must occupy a seat.
In certain cases, in order to provide special return fares, we combine two one-way fares on different airlines or on the same airline. This means that you will have two separate bookings (one for your outbound flight and one for your inbound flight) and each booking will have its own fare rules. If you need to cancel one of the flights, you could keep the other without incurring any additional charges. If you miss the outbound flight, the inbound flight would not be cancelled by the other airline. Any cancellations, schedule changes or other modifications to one of the flights will not affect the other flight, and the fare rules of the other flight will still apply. For example if one of the flights is cancelled, the other airline has no obligation to refund the other leg of your journey or offer you an itinerary change. You may incur costs for any changes to the other flight if necessary.
If you've purchased a one-way combinable with more than one leg with the same airline, there is a risk that that the airline treats your flights as a standard return booking; in such case a no-show on your outbound flight may result in your inbound leg being cancelled by the airline.
Low-cost airline flights
This section refers to flight bookings only. If you have booked a low-cost airline flight as part of a Flight + Hotel package, please refer to section 4.6 above.
In the event low-cost airlines are included in your flight search, we will search the low-cost airline database, and then if you choose to buy, we will process the booking on your behalf. You may receive a confirmation email directly from the low-cost airline.
Your contract will be with the relevant low-cost airline. You will be subject to the terms and conditions of the low-cost airline. These can be viewed before you complete your booking, by clicking on the Terms and Conditions link, upon request from our call centres and after booking on your confirmation email or on the low-cost airline's website.
Please note that low-cost airlines may depart from smaller, regional and/or secondary airports.
ANNEX 2 SPECIAL CONDITIONS FOR CRUISES
We act as agent for licensed cruise lines, unless provided otherwise. Please refer to the cruise line's booking conditions and conditions of carriage for information, which can be found on the payment page of the cruise booking engine before purchase is made.
Cruise-only holidays on this Site are bonded by cruise lines under a scheme of financial protection administered by the PSA or ABTA. Fly-cruises on this website are ATOL-protected by the CAA.
Your payment card will normally be processed by the cruise line for cruise-only and fly-cruises and you will see their name appear on your payment card statement. If there are any problems with your payment, we will contact you within 48 hours of your booking (or within 24 hours if you are travelling within 48 hours). Opodo will not be liable for any subsequent price increase as a result of payment failure. Any price increase must be paid for by you before the booking can be confirmed. Please note that the cruise payment and payment to Opodo for any other products or Opodo charges will often appear as separate transactions on your payment card statement.
On rare occasions the cruise line may add surcharges after booking, as set out in the cruise line terms and conditions provided on the payment page.
Depending on the length of the period between the booking date and the departure date, it may be possible to a pay a deposit. Final payment will be taken for your booking on the date advised in the cruise line's booking conditions and conditions of carriage. You will be sent an email before this as a reminder. Your booking will not be confirmed until final payment has been processed and settled by the cruise line. If the payment card you have provided is unable to process any payment, we or the cruise line reserve the right to cancel your booking and you will lose your deposit paid.
Due to security requirements, most cruise lines now require all passengers to pre-register online for their cruise before arrival at the departure point. An email will be sent to you after your booking is confirmed which provides further information and the link to access the relevant website for you to provide the required information. Failure to pre-register may result in boarding being denied by the cruise line, and/or may result in cancellation of your booking.
All passengers are required to check in at the port for their cruise no later than two hours prior to the scheduled sailing departure time. Passengers will not be allowed to board the cruise liner after check-in has closed. Late arriving passengers may join the ship at an approved port of call in the scheduled cruise itinerary. Travel to that subsequent port of call will be at the passenger's own expense.
All cruise lines require every passenger to have full and valid travel insurance which includes cover for pre-existing medical conditions worldwide, or as a minimum, in the countries that you are due to visit and which must remain in force for the entire duration of your cruise. The insurance policy should as a minimum include all medical and repatriation coverage for not less than £2 million. Failure to have relevant travel insurance cover will result in the cruise line denying boarding. If you wish to purchase travel insurance please email our cruise sales team by clicking here > and selecting cruise as the subject.
The passenger making the booking represents that all passengers in the booking are fit to travel. At the time of booking every passenger is obliged to inform Opodo of any illnesses or physical or mental incapacities which may require care or assistance. If a passenger's health changes between the date of the booking and the date of the cruise departure, the passenger is obliged to inform us in writing so we can inform the relevant cruise line as soon as possible. Please check your cruise line's booking conditions and conditions of carriage for more information on fit for travel.
Restrictions on the carriage of pregnant women vary with each cruise line, but some will refuse to carry women who will be 24 weeks or more pregnant on the date the trip concludes. Restrictions can be checked prior to booking using the "Age and pregnancy rules" link on the Sailing availability page in the booking flow. If in doubt, please check with the cruise line concerned and consult your doctor. Age restrictions for infants and children on particular cruises may also apply. These are also displayed on the Sailing availability page.
Some cruise lines may issue physical tickets rather than e-tickets. These tickets, if applicable, will be sent to you at least two weeks prior to the departure of your cruise.
For any cancellations or modifications relating to cruise, please contact our cruise sales team on 0800 358 2288 or email by clicking here and selecting Cruise as the subject.
ANNEX 3 SPECIAL CONDITIONS FOR FLY-CRUISES
Contracts for fly-cruises booked through our site shall be with the relevant Travel Suppliers and subject to their terms and conditions.
Only your departure airport shall be advised at the time of booking. Opodo will send full confirmation of your flight itinerary and important information to you as soon as we receive these details from the cruise line. We would usually receive this information approximately two months before your departure, or earlier if your departure is within two months.
Flights may be indirect and will always be in Economy unless you have selected and paid for an upgrade.
Transfers between arrival and departure airports at your destination and relevant ports are not normally included in the price. If transfers are included, a member of the cruise team will confirm and clarify the details to you at the time of booking, or notify you afterwards if you make your booking online. Should you miss your included transfer connection for any reason, you will be responsible for arranging and paying for the journey between the destination airports and port, or vice versa. If transfers are not included, it will be your responsibility to arrange and pay for the transfers between the destination airports and port, or vice versa.
Transportation to and from the UK departure/arrival airport(s) is not included and will be your responsibility, including all costs.
ANNEX 4 SPECIAL CONDITIONS FOR CAR RENTAL
Contracts for car rental booked through our site shall be with the relevant Travel Supplier and subject to their terms and conditions.
All drivers must display a full valid driving licence at time of pick up. Licence must be valid for at least 12 months from the last day of your car rental period and both paper and photo licences must be presented. You may also be asked to present a credit card as security for any damage that may be caused to the vehicle during your rental. It is your responsibility to ensure that there are sufficient funds available on the credit card to comply with the terms and conditions of your Travel Supplier. Failure to meet any of these requirements will invalidate your car rental and Opodo will not be responsible for any costs you may incur. Customers renting a vehicle for pick-up in any country outside the European Union (EU) must be an EU resident and must present a full, valid GB or EC/EEA licence.
ANNEX 5 SPECIAL CONDITIONS FOR HOTELS AND OTHER ACCOMMODATION
Contracts for hotel and other accommodation booked through our site shall be with the relevant Travel Supplier and subject to their terms and conditions.
We offer star ratings as a general guide. You should be aware that these are not necessarily the official local rating and that standards can vary between hotels and accommodation of the same class in different countries, and even in the same country. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another.
Check-in / Checkout times - Generally guests can check into a hotel or other accommodation around 3pm and check out at 11am, local time. However, local variances may apply. Check-in and check-out times will normally be displayed on your hotel booking confirmation email. Should you require more information, please contact us.
Images - While we endeavour to ensure that property images and descriptions of amenities and facilities displayed on Opodo are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from our Travel Suppliers. The images and information are provided to give a general "feel" for the hotel.
Images of room types do not necessarily represent the bed configuration of the room being purchased. For example, a triple room in North America may consist of one double bed and one single bed or a double room in Austria may consist of two single beds. Also, there may be an additional charge for extra beds or cots. Please contact the hotel directly to confirm the exact bed configuration before purchase if required.
Breakfast is not included unless otherwise stated. Some hotels may charge additional local taxes.
Unless we have provided you with specific cancellation terms, please be aware that in the event of cancellation or no show you will normally be required to forfeit the entire booking amount. If you are advised of a date by which you can cancel and if applicable a cancellation fee then after this date if you cancel or do not show up, the full amount is payable.