Update on January 2023
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Please read these Terms and Conditions before using Opodo's website or application or other platform (Website/Site) and making any booking. When you make a purchase on the Site, you agree to accept these Terms and Conditions.
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 Vacaciones eDreams, SL, duly incorporated in Spain and registered in
the Trade Registry of Madrid with registered office address at Calle de Manzanares, nº 4, Planta 1º, Oficina 108, 28005, Madrid, Spain and with Tax ID number Number B-61965778. Opodo is an IATA Accredited Agent
and is a company belonging to the eDreams ODIGEO group (hereinafter referred as “Opodo”, “we”, “us” or
“our”). The services provided on this Site are made available by Us and our partners.
Our subsidiary established in the U.S. is eDreams LLC. eDreams LLC is a Delaware limited liability company, with business address at 3350 Virginia Street 2nd Floor Coconut Grove, FL 33133, USA; it is registered as Seller of Travel in the following states: California CST2121263-50; Florida: ST38821; Iowa: 1293; Washington UBI: 603615148. *Registration as a seller of travel does not constitute approval by the state of California. California law requires certain sellers of travel to have a trust account or bond. eDreams LLC has a surety bond issued by the prosur group in the amount of $25,000. eDreams LLC is not a participant in the Travel Consumer Restitution Fund (TCRF). If You are a consumer who pays for the booking with a credit or debit card issued by a financial institution, which is established in the UK, your contract for our services (as described at paragraph 2.4) will be with the eDreams subsidiary eDreams (Gibraltar) Limited, incorporated in Gibraltar with company number 121458. All postal correspondence should be sent to Us according to paragraph 1.2 above.
Our "Flights" and our "Trains" comparison and booking service is provided by Vacaciones eDreams (information as above). Our standalone "Hotel" comparison service is provided by Engrande S.L (ID tax number B62064845), a company incorporated under Spanish law belonging eDreams ODIGEO Group, with its registered address at Calle Conde de Peñalver, 5, - 1º Ext. Izq., 28006, Madrid, Spain. Our "Dynamic Packages" (for example, Flight + Hotel) are provided by Vacaciones eDreams. More information about Dynamic Packages and the special conditions and obligations thereunder is included below. Our "Trains" comparison and booking service is provided by Vacaciones eDreams (information as above). For more information about and the special conditions relating to your particular travel contract, please see the relevant section included in these terms and conditions. You may not transfer any of your rights or obligations under these T&Cs without our's prior written consent. We may transfer any of our rights or obligations under these T&Cs without your prior consent, and in particular we may assign any of our rights or obligations to our subsidiaries in order to provide our services.
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.
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, AND NOT BETWEEN OPODO AND YOU. We are 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.
See the relevant section/Annex below to learn more about your specific travel contract.
2.2 The term "Travel Supplier" includes as appropriate inter alia airlines, tour operators, package holiday suppliers, hotels, hotel chains and hotel aggregators or other accommodation providers, insurance suppliers railway and rental car suppliers.
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 Us 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. Your contract for this intermediary service will be between you and Our relevant subsidiary (described at paragraph 1), and it is different to your contract with the Travel Supplier (referred to at paragraph 2.1). Accordingly, Opodo may 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 booking, you authorise us to use these details to make the booking on your behalf. When payment is made in this way by us on your behalf, you will receive a confirmed ticket issued by the travel supplier.
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 and you will have all necessary information on the final full price before paying. 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.
In rare cases, there may be a mistake in the price. Obvious pricing errors are not binding. An obvious pricing error is one with an obvious and manifest error, where it is apparent that no reasonable person would consider the price to be normal. In those circumstances, we reserve the right to cancel the booking with no penalty and refund you the amount charged. We may offer you the opportunity to keep the booking at the correct price and pay the price difference.
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 travel supplier’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 booking made in accordance with 2.4, once payment has been made you will receive a confirmed ticket issued by the travel supplier. 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 immediately in the event we have reasonable grounds to believe it is fraudulent, in such circumstances you will either not be charged or any money shall be refunded to you. Opodo will have no liability whatsoever for any loss in such circumstances. We may (but are not obliged to) attempt to contact you or your bank to request further details which could help us determine if your card is being legitimately used. In such an instance there is still the risk that the ticket cannot be held or cannot be held at the same fare, in particular where the flight is to depart within the next 14 days. While we may offer to give you time or extend a deadline for you to provide us with further information we reserve the right to cancel at any time including during the time period allotted for further information, reasons include but are not limited to the airline cancelling your ticket for any reason (including but not limited to delays in ticketing while fraud checks are being undertaken) or a fraud agent advising cancelling. In such circumstances we will attempt to contact you, using the email address you provided at the time of booking, or your bank to inform you of the cancellation.
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 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 reasonable costs in pursuing you for such payments, including any fees we are charged by the card company and/or the bank and the amount of the booking together with 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. You can access information about your bookings in the Manage Booking area at any time.
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.
2.11 Opodo has put together a list of all the information that you will need to plan your trip (transportation conditions, baggage policy, etc.) from the airlines most frequently booked on our website. Please be aware that this information is managed directly by the airlines, and it is important that you familiarise yourself with these policies while planning your trip. If the airline you are flying with is not listed, please consult the conditions directly on the airline’s website.
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 type of fare or reservation made, and 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. Flights with the “Free rebooking” label or Hotels with the “free cancellation” label are exempt from this fee. 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.
3.1.2 (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 prior to completing your booking. 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 access your booking via the Manage Booking area. 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.
3.2.1 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 payment to your travel supplier and payment to Opodo for any other products or charges may appear as separate transactions on your credit card statement. You may also have the option to pay the travel provider directly at check-in rather than at the time of booking.
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 or car rental pay-on-arrival bookings, where a deposit option may be available.Certain banks or credit card issuers may charge a fee for processing a foreign transaction (for example, if you make a booking using a credit card that is issued in a different country than the travel provider's country). Your bank or credit card issuer may pass this cost on to you. We are not liable for these additional fees, and they are outside of our control.
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 below 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 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 the event that a refund is due to You, the relevant refund amounts will be transferred back to the payment card used to make the original booking by the party that took the original payment (such as Opodo or a Travel Supplier such as the relevant airline which may appear on Your credit card or bank statement at the time the original booking was made). If you are unsure of the party that is due to refund you, you can review your Confirmation email or contact Customer Care. Where a refund is due to be processed by the relevant travel supplier, please note that it will be processed according to their policies and timelines which are outside of Opodo’s control. Please see paragraph 2.11 for the airline policies.
In some cases, the refunds from third party providers will be received by us and passed on to you. Be assured that after due receipt of the refund and of the relevant and valid information attached to it, we will transfer it back to you in 7 days.
3.3.2 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. We are fully compliant with financial protection requirements through the registration and licensing arrangement we have made with the relevant authorities. Many of the Services booked with us in the UK are financially protected by the IATA and ATOL schemes, which could provide you with financial protection should Opodo go out of business. However, protection does not apply to all the Services we provide. Accordingly, we confirm which protection may apply to your booking in your booking confirmation email.
(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. 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 £25 from the amount of the tax refund payable to you. Please note that the deadline for requesting the refund of unreturned fees in writing is twelve (12) months from the date of purchase of the tickets or six (6) months from the date of the flight, if this is later.
(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.
(c) We are registered (under Vacaciones eDreams SL) under ATOL number 11966 in the UK. ATOL is a UK scheme operated by the Civil Aviation Authority (CAA) which provides financial protection when you book certain flight-based holiday products should the travel company with whom you booked go out of business. You will be protected under the ATOL scheme when you book a flight and accommodation as part of the same booking. You will also be protected under the ATOL scheme when you make a flight booking (for a flight into, or out of, the UK) and then make a separate hotel booking (either on the same day, the previous day, or the next day). When you make an ATOL protected booking with us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
3.3.4 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.
3.4.1 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. Some jurisdictions may also require birth certificates for children under the age of 12. 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.
3.4.3 Opodo will not be liable if you or any person on your booking is denied boarding, deported or charged a fine due to non-compliance with the Travel Supplier’s or other governmental rules and regulations. It is your responsibility to ensure that you meet the passport, visa and health requirements that you are travelling to (including all transit points) and Opodo provides the following general advice by way of guidance only:
(i) Passport: We strongly recommend that you visit the UK Passport Agency’s website (if you do not hold a UK passport, please refer to the relevant government agency website); and the embassy website of all destination countries that you will visit (including countries travelled through for stop over purposes). Please remember that if the details on the ticket do not coincide with the ID document presented by the passenger, the airline reserves the right to refuse the passenger to board the aircraft. In such case, We accept no responsibility;
(ii) Visa regulations: The relevant embassy of the country which you are visiting (including the embassies of countries which you will travel through for stop over purposes) can provide you with information about visa requirements. Visa regulations can change and you should therefore check with all relevant embassies well in advance of travel;
(iii) Travel health: Each country has its own requirements regarding vaccinations, which can also vary depending on the person’s nationality. You should take health advice about your specific needs as early as possible prior to your departure. The Department of Health, your GP or a specialist travel clinic, as well as the Foreign & Commonwealth Office, can provide you with health advice about your destination;
(iv) Travel while pregnant: Some airlines refuse to carry women who will be a certain number of weeks’ pregnant on the date of return travel. Likewise Eurostar and some airlines have specific rules about travel with infants and children. Please check with your GP, the relevant airline or Eurostar (as applicable) prior to travel if you are pregnant or are travelling with children;
(v) Travel with children: Infants must be a minimum of 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. Some jurisdictions may also require birth certificates for all minors travelling. It is your responsibility to collect that information.
(vi) Unaccompanied Minors: Depending on the airline, minors may travel unaccompanied as long as the airline provides this service. It is always advisable to check the terms and conditions before booking. Internet bookings for unaccompanied minors are not permitted; these may only be made through our Customer Service call centre. We kindly remind you that as a general rule, low cost airlines do not accept unaccompanied minors.
(vii) Special Assistance: All requests for special assistance should be made directly to the Travel Supplier. It is your responsibility to confirm whether such special assistance requirements can be fulfilled. Some Travel Suppliers may make a charge for providing special assistance. We will not subsequently be liable to you for any losses you incur if Travel Suppliers are unable to fulfill your special assistance requirements.
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 details including your reference number, which serves as a receipt for your e-ticket. You will NOT receive a physical ticket to present at the airport. For the avoidance of doubt, all bookings, tickets and reservations will be confirmed by email and you will not receive physical confirmation documentation.
To manage your booking, on some occasions, we will set up a virtual email associated with the specific booking. In this case we will provide you with all the relevant data that could be needed to handle the specific booking.
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 or travel supplier 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.
3.5.5 It is your responsibility to check all details of your travel documents and to notify Opodo of any inaccuracies within 48 hours of receipt (or 24 hours if you are travelling within 48 hours). If errors for which you hold Opodo at fault are reported after this time, we cannot be held responsible for any costs associated with correcting these.
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.
Vacaciones eDreams, S.L. t/a Opodo is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts as an intermediary.
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.
3.8.1 We provide below a description of all applicable service fees as described in these T&Cs and you hereby authorize us to deduct these costs from the corresponding refund or payment amounts as applicable.
Processing the modification or cancellation of a booking as described in Section 3.1.1 above
TWENTY FIVE POUNDS (£25) per person and journey cancelled or modified
Processing a booking where the payment card has been rejected for any reason as described in Sections 3.2.2 and 3.2.9 above
TWENTY FIVE POUNDS (£25)
Processing tax refunds for any reason (including IATA refunds) as described at Sections 3.3.1 and 3.3.2 above
TWENTY FIVE POUNDS (£25)
Processing refundable tickets for any reason as described at Section 3.3 above
TWENTY FIVE POUNDS (£25)
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 car rental the conditions set out in Annex 2 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
In relation to hotel and other accommodation the conditions set out in Annex 3 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
In relation to joint flight + hotel, train + hotel or any other kind of dynamic packages services, the special conditions set out here shall apply.
5.1 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.
5.2 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.
5.3 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.
6.1 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.
6.2 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.
6.3 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.
6.4 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.
6.5 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).
6.6 Without prejudice to the limitations set out in this clause 6, 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.
7.1 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. You acknowledge that the use of such websites will be done at your own risk.
7.2 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.
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 >
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.
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.
If your behaviour or the behaviour of any members of your travelling party causes any aircraft to be diverted, Opodo and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion. This may also result in you being denied boarding on your return flight at the discretion of your airline as per their conditions of carriage.
We cannot accept liability for the behaviour of others in your accommodation, or flight, or for any facilities/services withdrawn as a result of their action.
8.4.1 These Terms and Conditions contain the entire agreement between the parties in relation to its subject matter.
8.4.2 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.
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.
You may not transfer any of your rights or obligations under these T&Cs without Opodo’s prior written consent. We may transfer any of our rights or obligations under these T&Cs without your prior written consent, and in particular we may assign any of our rights or obligations to our subsidiaries in order to provide our services.
These General Terms and Conditions, as well as any relation between Us and You, shall be governed by the laws of Spain. You hereby consent to the exclusive jurisdiction and venue of the Spanish courts in all disputes arising out of or relating to the use of this website and to the extent legally permitted both parties are subject to the jurisdiction of the Courts of the city of Barcelona 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. Notwithstanding the foregoing, if you are a consumer, You will additionally enjoy the protection afforded to you by the mandatory provisions of consumer laws of your country of residence (“Mandatory Provisions”) and may also bring proceedings in respect of enforcement of relevant applicable Mandatory Provisions in the courts of the country in which You are domiciled. The European Commission provides for an online dispute resolution platform, which you can access here: http://ec.europa.eu/consumers/odr/. If you would like to bring a legal matter to our attention, please email us at firstname.lastname@example.org.Service of notices or legal claims will only be deemed valid if made via the channels and to the addresses provided in this Section 9.
In the EU, you are entitled to the rights defined in the EU Regulation 261/2004. According to this rule, the airline is solely responsible for granting your passenger rights and assisting you directly even if you booked your flight through a travel agent.
Service of notices or legal claims will only be deemed valid if made via the channels and to the addresses provided in this Section 9.
We act as intermediary in the purchase of Your air ticket. The contract of carriage is between you and your Travel Supplier and will be subject to their terms and conditions.
Service of notices or legal claims will only be deemed valid if made via the channels and to the addresses provided in this Section 9.Fare Rules: For itineraries consisting of different routes and more than one base fare, more than one set of fare rules may apply. In this instance, the most restrictive fare rules will be applied. Please ensure you read all fare terms and conditions relating to your booking. There can be additional terms which are specific for each fare. For example, tickets are normally non-changeable and non-refundable and most airlines reserve the right to make schedule changes and cancel confirmed bookings. We are not responsible for such actions and We will provide all reasonable assistance. You may modify your booking via the Manage Booking area or you can reach Our Customer Service team here. Please see paragraph 3 above for information on refunds.
No show: If you have purchased a return ticket, a ‘no show’ for the outward journey may result in your return ticket being cancelled by the airline. Changes and cancellations cannot be made by email but via the Manage Booking area. If your departure is less than 72 hours away you should contact Our Customer Service team by phone.
Combination Flights: 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, it is possible to keep the other without incurring any additional charges. 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 you cancel one of the flights, the other airline is not obliged to refund the other part of the journey and offer you a change of itinerary. You may incur costs of any change with the other flight if it is necessary. 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.
Additional Services: Airlines may charge for additional services such as checked baggage, airport check-in, preferred seating, flight entertainment (if available), food, drink and snacks etc. Any charges for these additional services are not included in the price of your air ticket unless explicitly provided otherwise and must be paid to the airline directly. We are not responsible for any additional costs incurred and advise you to contact the relevant airline to add any additional services and verify charges.
Baggage Allowance: Please check your baggage allowance by visiting the airline’s website. Please note if your flight includes more than one route, 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 has the lower luggage limit.
Always ensure you check the minimum check-in time for your flight. The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Nevertheless, it is possible that some airports and/or airlines may require a longer time. If you have purchased a return ticket, the airline requires you to confirm your return flight booking at least 72 hours before travel. If you do not reconfirm your return journey directly with the airline, it could be cancelled. It is highly recommendable (especially if You are travelling first class), that you check in with enough time if you have special requests regarding your seat. We have no control over the assignment of seats, even if they are reserved previously with the airline, and it cannot be guaranteed that specific seats are available on departure.
Transfers: We are not responsible for any cost incurred for transfers between airports or terminals.
Stop Overs: It may be possible that flights with special fares or better prices do not necessarily take the most direct route. Some itineraries require a change of plane en route. A flight described as direct is when there is no need to change planes during the trip. Nevertheless there could be stops en route to refuel or drop off/collect passengers. The details of stopovers will be provided during the booking process and will be clearly identified both on the Website and on your itinerary, which We will send you when you make your booking.
Time: Flight timings are provided by airlines and are subject to Air Traffic Control restrictions. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that transport will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and We do not have any liability to you for any delay which may arise or for any schedule alterations. If you are notified of any change to your travel arrangements directly by the Travel Supplier, it is your responsibility to act upon this information and update Us if the change will impact any other part of your travel arrangements.
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.
Denied Boarding Regulations
Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier's actions and which fall within the scope of the Denied Boarding Regulations.
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.
If you fail to cancel your booking prior to the pick-up time and do not collect the vehicle on the pick-up date, or if you fail to comply with the pick-up terms in accordance with the car supplier’s terms and conditions, most of the car rental providers reserve the right to make a ‘no show’ charge of up to 100% of the total value of the vehicle rental.
Contracts for hotel and other accommodation booked through our site shall be with the relevant Travel Supplier and subject to their terms and conditions:
Specific terms and conditions for cancellations and modifications will be available to view on Our Website during the booking process or by prior request to Our Customer Service centre and will also be explained in your confirmation email. When you modify a booking, it is your responsibility to ensure that it does not conflict with any other product or service you have purchased.
Classifications. 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.
Please note that the contract of carriage will be made between you and the railway supplier and will be subject to the general terms and conditions of the railway supplier. We only acts as an intermediary in the purchase of your train ticket. Make sure you have the necessary documentation for your journey, you can check on the website of the railway supplier what information is required in each case. Remember to print your tickets before you go to the station and always make sure you have some extra time before the train leaves. For more information, don't forget to check the train supplier's website and its terms and conditions.