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Customer Booking Terms and Conditions
General Booking Conditions
We are Wonderland Travel Group Ltd, company number 16890080, and our registered office address is 167-169 Great Portland Street, 5th Floor, London, W1W 5PF.
Welcome to Wonderland! These terms explain what you can expect from us and what we need from you to make your booking as seamless as possible.
Except where otherwise specified, Wonderland Travel Group Ltd act only as an Agent or Sub-Agent in respect of all bookings we take and/or make on your behalf.
Where we have created a bespoke package for you, we may act as the supplier. This will be made clear to you if this is the case.
As a business we really care about the data you share with us. Any personal data you share with us will be managed, stored and processed in line with our Privacy Notice.
As a responsible travel partner, we want these booking terms and conditions to be accessible and easy to understand.
Whilst our booking terms and conditions are written in plain English, we recognise that you may still have questions - no problem.
If you have any questions about your booking, or these booking terms and conditions then please reach out to your booking agent.
Some of our booking terms and conditions are generic and apply to all booking types irrespective of type.
Some of our booking terms and conditions are specific to different booking types. You should read both our general terms and conditions as well as the terms and conditions specific to your booking type.
Our terms and conditions are in addition to those of your supplier.
Pre-Booking
As a customer, you must tell us if you or anyone travelling with you has a disability, medical problem or reduced mobility. If you don’t inform us about any specific requirements until after you have booked, we will inform the supplier but they may cancel your booking and impose cancellation charges if they are unable to accommodate you and your specific circumstances. It is your responsibility as the customer to check your booking summary to ensure your requirements have been captured correctly
Booking and Responsibility
By booking, you confirm that:
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You are at least 18 years old and live in the UK.
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You take full financial responsibility for paying for the booking.
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You have checked that all information entered for every passenger is correct.
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Everyone on the booking will follow all passport, visa, health, and immigration rules.
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Everyone has read and agreed to these Booking Conditions and the supplier’s terms.
The Booking Process
Availability: All bookings depend on whether the services are still available.
Acknowledgement vs. Confirmation: After you request a booking, we will send you a summary email. This is just to say we have received your request, it does not mean your holiday is confirmed yet.
When it becomes official: Your booking is only confirmed once we send you a confirmation email with a reference number. At this point, a legally binding contract exists between you, us, and the suppliers.
Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. Any changes to the details will incur a charge determined by the supplier(s) booking conditions.
Pricing and Errors
Accuracy: We try our best to keep prices and details accurate, but mistakes can happen. We can change our website or social media prices at any time before you submit a request.
Errors after you book: If we find a mistake after you’ve submitted a request but before we’ve confirmed it, we will contact you. You can then choose to pay the correct price or cancel the request.
Obvious Mistakes: If a price on our website or social media is clearly wrong (an "obvious error"), any booking made at that price is invalid. In these cases, we may cancel the booking and give you a full refund.
Payment
All of our suppliers work on different payment terms meaning we don’t use a one size fits all approach. Because of this we will always confirm the specific payment terms relating to your holiday or service at the time of booking.
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If your payment method fails, we will attempt to make contact with you to retake the payment. If we have to cancel your booking for non-payment, all non-refundable charges will be due immediately. Please be aware that most bookings and any extras along with any deposits paid are non-refundable.
Some of our suppliers require a deposit at the point of booking. You will be informed if this applies to your booking. All outstanding balances must be paid by the payment due date. Failure to do so could result in your booking being cancelled but some or all of the full balance being payable.
Payment and "Ring-fencing"
When you submit a booking, your bank will "ring-fence" (hold) the money. If we cannot confirm your booking for any reason, we will let you know as soon as possible. It usually takes 3 to 5 working days for your bank to release the held funds back into your account.
Out of Date Range Flights
If your holiday includes a flight, we may book an out of date range flight. Out of date range flights are when a flight is outside of booking range which is usually at least approximately 10 months prior to departure. At the time of booking, the airfare is calculated based on an estimation in anticipation that the seats will be available at the price quoted at the time of booking. You will be made aware at the time of booking that your flights are out of date range ‘ODR’ and this will also be detailed on your booking documentation.
If we are able to secure flights for your chosen destination revised booking documentation confirming your full flight details will be forwarded to you once they are available. In the case that your flights increase in price, we will contact you to see if you wish to continue with the booking at the new cost. If at this point you wish to no longer proceed you will be offered a full cancellation or credit to be used on an alternative holiday.
If We Or The Supplier Change Your Holiday
Suppliers may, at any time, make a change to your booking. There may be rare occasions on which we must make changes to your booking. Your rights will depend on whether the change being made is a ‘significant change’ or ‘insignificant change’. If there is an insignificant change to your booking, we will update your booking automatically. If there is a significant change to your booking, you’ll have the option to accept the proposed changes, take an alternative package (if applicable), or cancel the package (if applicable) with a full refund.
Cancellation
Any cancellation request must be made by the lead name and sent to us in writing, by email or post, and will take effect on the day we receive it. Proof of posting is not proof of receipt, therefore you are advised to also confirm all changes by telephone. Cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements.
Changes
Changes aren’t guaranteed and can only be accepted in accordance with the supplier’s terms and conditions (which may incur charges as much as 100% of the cost of the services and normally increase closer to the departure date).
Cancellation Charges
The charges for cancellation change depending on the booking being cancelled as well as the time prior to the booking in which it is cancelled. Our standard cancellation charges where we are the ATOL Operator are:
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Period between cancellation date and departure date:
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More than 98 days - loss of deposit
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Between 75-97 days - loss of 50% of total booking value
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Between 29-74 days - loss of 75% of total booking value
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28 days or less - loss of 100% of total booking value
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*The above is our standard loss, there may be occasions where the % lost is less, which we will confirm prior to cancellation. Third party operators where we are not the ATOL Operator may have different cancellation charges, and these will apply to your booking.
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They may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure). In addition we may charge an administration fee of up to £50 per person.
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Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Most 'no frills' airlines have cancellation charges of 100% from time of booking. We will inform you as soon as reasonably possible if the supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.
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Cancelation charges for cruise bookings, hotel only and additional services are detailed in their respective sections of this doc
If We Or The Supplier Cancels Your Booking
On very rare occasions, we or the supplier may cancel your booking, for example, if we can no longer provide the holiday itinerary you have booked. We’ll notify you as soon as reasonably possible if we or a supplier cancels your booking.
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We may offer you an alternative and let you know if there are any additional costs. If the alternative is of a lower quality or cost, you might be entitled to a price reduction. If we don’t offer you an alternative, or if you’d prefer, we’ll refund the cost of your booking less any payments for ATOL protection (where applicable), insurance, or other non-refundable fees added since booking. When we cancel your booking, you agree that we may cancel any reservations with the suppliers and claim any refundable elements from them.
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If your booking is cancelled, you may be entitled to compensation except where cancellation is due to your failure to pay or an event beyond our or the supplier’s control (see below) and you’re notified of the cancellation without undue delay before your departure date.
Insurance
Many suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.
Requests
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we can't guarantee that they will be met and we will have no liability to you if they are not.
Descriptions and Representations
The descriptions and content on our website, email and social media channels simply present a general idea of the services provided by the supplier. All services are subject to availability.
Ratings are intended to give a guide to their services and facilities you should expect from your accommodation but are not guaranteed. Ratings are provided by the relevant supplier or are our own average ratings based on our industry knowledge and customer feedback. Standards and ratings may vary between countries and suppliers.
Events Beyond Our Control
You won’t be entitled to compensation if our or the suppliers obligations to you are affected by an event beyond our responsible control i.e. warfare, acts of terrorisim or natural disaster etc.
Pre-Holiday
Passport, visa and health - We can only provide general information about passport, visa, health, immigration and vaccination requirements. You’ll need to check the requirements for your own specific circumstances before you travel. Neither we nor the supplier accept any responsibility if you are unable to travel because you haven’t complied with the passport, visa, immigration or vaccination requirements. Please note that these requirements may change between booking and departure dates.
Please note, most countries require passports to be valid at least 6 months after your return date. If your passport is in its final year of validity, you should check with the Embassy of the country you’re visiting. For further information contact the Passport Office on 0300 222 000000 or visit the passport office directly.
Non-British passport holders, including other EU nationals, should obtain up-to-date advice on passport and visa requirements.
FCDO - The Foreign Commonwealth and Development Office issues foreign travel advice (https://www.gov.uk/travelaware) You’re responsible for checking this advice and the safety of any countries or areas you’re travelling to before you travel.
On Your Holiday
Your enjoyment on your holiday is our top priority. If you or someone in your party suffers an injury or illness you must inform the supplier immediately. If you have any other complaint, please tell the supplier right away so they can fix the issue and you can get on with enjoying the rest of your holiday.
If you or anyone named on the booking is disruptive, your booking may be cancelled without a refund and you and/or anyone named on the booking may be liable for any loss or damage caused.
Complaints
If things don’t go to plan and you’d like to complain, please email complaints@wonderlandtravelgroup.com.
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If you have returned from your holiday, please notify the team within 28 days of your return.
Legal
If you or anyone in your party has a claim for a refund, compensation or other loss/damage directly against a supplier, insurer or card issuer and we pay such sum to you, you agree that when we pay you, you will transfer your claim to us and we can make a claim either in our own name or on your behalf.
Third Party Rights
Any contract made between you and us is only made between you and us. No third party will have any rights to enforce any of its terms.
Transfer of Rights
We may transfer our rights and obligations under our contract with you to another organisation, and we will do our best to notify you if this happens, but this will not affect your rights or our obligations under the contract.
Data
The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements.
The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons.
Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. Full details of our data protection policy are available upon request.
Our responsibility for your booking
Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith.
However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
Additional Bookings
If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company, you will not benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, our company will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.
Delivery of Documents
All documents (e.g. invoices/tickets/Insurance policies) will be sent via email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.
Package Holiday Booking Conditions
This section of our booking terms and conditions only applies to customers who have booked a Package Holiday. If you have booked a Package Holiday you have rights under the Package Travel and Linked Travel Arrangements Regulations 2018.
A Package Holiday is a booking where two or more of the following travel arrangements or services for the same holiday have been booked through us as your travel partner:
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Flights
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Accommodation
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Rental of cars, motorcycles or motor vehicles such as a motorhome; or
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any other tourist service.
If your booking is deemed to be a ‘Package Holiday’, you will benefit from the additional rights under the Package Travel and Linked Travel Arrangements Regulations 2018 outlined above.
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Customers of a Package Holiday that includes a flight and at least one other prescribed service will also benefit from ATOL protection.
When you book a service (like a hotel or flight), your agreement is with that specific supplier. Your ATOL certificate will outline who the ATOL protection provider is. In most instances, the ATOL protection provider will be the supplier however, in some circumstances it will be Wonderland Travel Group Ltd. This will be made clear to you via your ATOL certificate.
Your Package Holiday Rights and Protections Explained
Before You Book
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Clear Information: We will give you all the essential details about your holiday package before you sign your contract.
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Accountability: There is always at least one company responsible for making sure all the travel services in your package are provided correctly.
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Emergency Contact: We will provide you with an emergency phone number or a contact point so you can reach us or your travel agent at any time.
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Making Changes
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Passing Your Trip to Someone Else: You can transfer your booking to another person. You must give us reasonable notice, and you may have to pay extra costs for the change.
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Price Changes: We can only increase the price of your holiday if specific costs (like fuel) go up. We cannot increase the price less than 20 days before you leave.
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If the price goes up by more than 8%, you can cancel for free.
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If costs go down, you are entitled to a price reduction.
Cancellations
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If We Change Things: If we make a major change to your trip (other than the price), you can cancel without paying a fee and get a full refund.
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If We Cancel: If we cancel your holiday before it starts, you are entitled to a refund and, in some cases, extra compensation.
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If You Cancel (Emergency): You can cancel for free before your trip starts if "exceptional circumstances" occur, for example, serious security problems at your destination that would affect your holiday.
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If You Cancel (Any other reason): You can cancel at any time before your trip starts, but you will need to pay a fair cancellation fee outlined in these terms and conditions.
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While You Are Away
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Alternative Arrangements: If we can’t provide a major part of your holiday as agreed, we will offer you a suitable alternative at no extra cost.
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Major Issues: If a service isn't provided and it seriously affects your trip, and we fail to fix it, you can end the contract without paying a fee.
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Compensation: You may be entitled to a price reduction or compensation if services are not performed correctly.
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Help: We will provide help and support if you find yourself in difficulty during your trip.
Financial Protection
​If we go out of business and you have booked an ATOL protected holiday, you will receive a refund or repatriation. ATOL cover is provided by the Civil Aviation Authority (CAA) who can be contacted via phone: (+44) 0333 103 6350 or via email: claims@caa.co.uk.
On Your Holiday
Your enjoyment on your holiday is our top priority. If you or someone in your party suffers an injury or illness you must inform us and the supplier immediately.
If you have any other complaint, please tell the supplier right away so they can fix the issue and you can get on with enjoying the rest of your holiday. If your concern isn’t resolved after speaking to the supplier, please contact us. If you don’t follow our complaints process, the amount of compensation you may be entitled to could be reduced.
If you or anyone named on the booking is disruptive, your booking may be cancelled without a refund and you and/or anyone named on the booking may be liable for any loss or damage caused.
Legal
If you’ve purchased a flight-inclusive package, you’ll be financially protected by way of the ATOL scheme operated by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR.
Cruise Holiday Booking Conditions
Booking and Responsibility
When we arrange your booking, we act on the suppliers behalf (the cruise line).
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The agreement for your cruise booking is between you and the supplier. By making a booking, you agree that you meet the minimum age requirements specified by the supplier, are a resident of the UK, and accept financial responsibility for payment of the booking.
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By booking, you confirm that:
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You are at least 18 years old and live in the UK.
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You take full financial responsibility for paying for the booking.
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You have checked that all information entered for every passenger is correct
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Everyone on the booking will follow all passport, visa, health, and immigration rules.
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Everyone has read and agreed to these Booking Conditions and the supplier’s terms.
Travel Insurance
For most suppliers it’s mandatory for all passengers to take out travel insurance as a condition of booking. We strongly advise that the insurance policy covers the cost of cancellation, assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Suppliers may request proof of insurance prior to travel and refuse boarding to anyone without travel insurance, they may also cancel your booking and apply cancellation charges if you fail to provide proof of insurance upon request. We nor any supplier will be liable for any losses for which insurance cover would have been available.
Transfers
Unless stated, your booking does not include any transfers between any flights, accommodation or the ship.
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Pre-boarding information - You must complete any pre-boarding information required by the supplier. The supplier may cancel your booking and apply cancellation charges or refuse boarding of any passenger who has not provided the required information.
Cancellation
The cancellation terms for your cruise will be outlined in the suppliers terms and conditions. Cancellation may result in the full balance still being payable.
In addition to the suppliers cancellation fees, an additional cancellation fee will be charged by us of £75 per person included on the booking.
Legal
Each cruise line will have their own terms and conditions. You can access these via the website for the respective cruise line provider.
Hotel Only Booking Conditions
Booking
When we arrange your booking, we act on the suppliers behalf. A supplier is a third party organisation that provides the services to you.
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The agreement for each booked service is between you and the supplier.
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By booking, you confirm that:
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You are at least 18 years old and live in the UK.
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You take full financial responsibility for paying for the booking.
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You have checked that all information entered for every traveller is correct.
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Everyone has read and agreed to these Booking Conditions and the supplier’s terms.
Taxes
Local authorities in certain countries may impose additional taxes such as tourist tax which must be paid locally i.e. direct to the hotel. You are responsible for paying such taxes.
Transfers
Unless specifically stated, transfers are not included in your booking.
Cancellation
The cancellation terms for your booking will be outlined in the suppliers terms and conditions. Cancellation may result in the full balance still being payable. In addition to the suppliers cancellation fees, an additional cancellation fee will be charged by us of £75 per person on the booking.
Additional Services Booking Conditions
Booking
When we arrange your booking, we act on the suppliers behalf. A supplier is a third party organisation that provides the services to you.
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The agreement for each booked service is between you and the supplier.
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By booking, you confirm that:
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You are at least 18 years old and live in the UK.
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You take full financial responsibility for paying for the booking.
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You have checked that all information entered for every traveller is correct.
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Everyone has read and agreed to these Booking Conditions and the supplier’s terms.
Legal
Car Hire - You are responsible for ensuring that any car is in roadworthy condition and that any pre existing damage or defects are documented and agreed prior to the car being driven away from the hire company.
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You are responsible for ensuring you have the correct license before driving any hire vehicle. You are responsible for ensuring that you understand how to use the various features on any vehicle and understand the correct fuel/charging requirements.
Cancellation
The cancellation terms will be outlined in the suppliers terms and conditions. Cancellation may result in the full balance still being payable. In addition to the suppliers cancellation fees, an additional cancellation fee will be charged by us of £75.
Wonder-Bound
Agreement
By booking a Wonder-bound holiday, you agree that you have no choice in the destination, transport or itinerary of your booking.
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You acknowledge and understand that by booking a Wonder-bound holiday, that you are unable to cancel your holiday if you do not like the choices that have been selected on your behalf. All bookings are final and our normal booking cancellation terms apply.
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These terms and conditions should be read alongside the corresponding holiday terms included in this pack.
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