1. Important legal terms applicable to your package
1.1. These Package Booking Terms and your booking confirmation together set out the terms applicable when you book a Package with us. Please review them carefully before you book. You will know if you have booked a Package with us as your flight and car hire booking confirmation will confirm when your booking is a ‘Package’.
1.2. There are three other relevant sets of terms and conditions that apply when you purchase a Package from us:
(i) The terms covering the flight part of your Package with easyJet (see “easyJet’s Flight Standard Terms”). In the event of any conflict between easyJet’s Flight Standard Terms and these Package Booking Terms, these Package Booking Terms will apply.
(ii) The terms covering the car hire booking engine part of your Package provided by CarTrawler which allows you to book car hire with car hire providers(“CarTrawler Booking Conditions”).
(iii) The terms covering the car hire part of your package provided by the car hire providers (“Transportation Conditions”).
In the event of any conflict between the CarTrawler Booking Conditions and/or the Transportation Conditions and these Package Booking Terms, these Package Booking Terms will apply.
1.3. Because you have bought a Package from easyJet you will benefit from all EU rights applying to Packages. easyJet will be fully responsible for the proper performance of the Package as a whole. We have protection in place to refund your payments and, if applicable, to ensure your repatriation in the event that we become insolvent whilst you’re abroad.
1.4. Note you will not always benefit from ‘Package’ protection when you buy a flight and car hire from us. Instead the combination of flight plus car hire you purchase may be classified as a “Linked Travel Arrangement” (or “LTA”). If you’ve bought a Linked Travel Arrangement we will tell you. Please note LTAs offer less legal and financial protection than Packages. When you buy a LTA from us we will let you know what legal and financial protection comes with it at the time of purchase.
2. The meaning of important words in these package booking terms
easyJet or “”we”, “us” and “our” means easyJet Airline Company Limited (a UK registered company with company number 3034606) having its registered office at Hangar 89, London Luton Airport, Luton, Bedfordshire, LU2 9PF);
easyJet Carrier has the meaning given to in easyJet’s Flight Standard Terms, setting out the terms and conditions of the Flight component of your Package.
CarTrawler means ETrawler Unlimited Company trading as CarTrawler, a company registered in Ireland with registered number 93433 and having its registered office at Classon House, Dundrum Business Park, Dundrum, Dublin 14, Ireland.
Linked Travel Arrangements is defined in the Package Travel Directive; in these Package Booking Terms the term describes arrangements when you’ve bought two or more travel services (e.g a flight plus car hire or a flight plus a hotel) from easyJet.com in separate transactions (paid for separately) within 24 hours of each other or through the links provided with your original flight booking confirmation.
Package is defined in the Package Travel Directive (Article 3(2)); in these Package Booking Terms the term describes when, during a single booking process, you’ve purchased a flight and car hire together for the same trip (and paid for them together).
Package Booking Terms means these package booking terms setting out the special terms that apply when you purchase a Package from easyJet.
Package Travel Directive means Directive (EU) 2015/2302 of 25 November 2015 on package travel and linked travel arrangements.
Unavoidable and Extraordinary Circumstances means a situation beyond the control of the party who seeks to rely on such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include:
a. warfare and other serious security problems such as terrorism; or
b. significant risks to human health such as the outbreak of a serious disease at the travel destination; or
c. natural disasters such as floods, earthquakes or extreme weather conditions where such unavoidable and extraordinary circumstances make it impossible to travel safely to the destination.
3. Booking your package with us
3.1. All bookings for Packages are subject to availability at the time of booking. We will inform you as soon as possible after you place a booking if, for any reason, the Package you have sought to book with us is no longer available. A Package booking will only come into existence between us when you have paid the price payable on booking and we have issued our booking confirmation to you.
3.2. If you have any special requests relating to your Package you must let us know during the booking process. We will try to accommodate reasonable special requests but we cannot guarantee that such requests will be met.
3.3. If you have a medical condition or a member of your party is a person of reduced mobility, please let us know before making a booking so we can ensure that the Package is suitable for you.
4. Changing your booking before departure
4.1. If you wish to make a change to your booking after we have issued our booking confirmation, please contact us. We do not have a legal obligation to make such changes but we may, at our sole discretion, try to accommodate your request. Please understand that it is often not possible for us to do so as changes may depend on availability of flights and easyJet’s Flight Standard Terms as well as the CarTrawler Booking Conditions and the Transportation Conditions. Costs of changes tend to increase the closer to the departure date that the change is made. Please refer to the Changes & Cancellations section of easyJet’s Flight Standard Terms Fees and Charges page.
4.2. You may transfer your Package Holiday to another person (a ‘name change’) subject you paying any fees, charges or other costs arising from the transfer (see Changes and Cancellations on the Fees and Charges page ). In order to take advantage of this possibility, you must contact the Customer Services center. You will need to give us reasonable notice of this change so that we can make the necessary arrangements.
5. Cancelling your booking
5.1. As we may have incurred costs in relation to a cancelled booking (including, without limitation, charges which are imposed on us for your easyJet flight), you will be charged a cancellation fee per person which reflects the losses and costs which we incur in cancelling the booking as follows (please ask if you would like to understand how these charges are calculated):
(i) If you cancel more than 24 hours after booking, we will charge you a cancellation charge equal to the price of the Package, less any cost savings or recoveries from CarTrawler and/or the relevant car hire provider (there will be no recovery of the flight component).
(ii) If you cancel less than 24 hours after booking, we will charge you a cancellation charge equal to the price of the Package less any easyJet charge on the cancelled flight (see Changes & Cancelations on easyJet’s Fees and Charges page ) and less any cost savings or recoveries from CarTrawler and/or the relevant car hire provider.
5.2. In addition to the cancellation right set out above, you will have the right to cancel your booking before the start of the Package without paying any cancellation charge in the event of Unavoidable and Extraordinary Circumstances occurring at the place of destination or in its immediate vicinity (and we have confirmed that such circumstances will significantly affect your trip or that they will significantly affect the carriage of passengers to the destination). If you cancel in these circumstances, we will give a full refund of any payments made in relation to the booking but you will not be entitled to any sort of compensation for damages for the cancelled trip.
5.3. We shall provide you with any refund of payments made under the booking, less any cancellation charges due to us, as soon as we can and in any event within 14 days of cancellation.
5.4. If you cancel, you can apply to receive a refund of any applicable Air Passenger Duty paid.
6. When we make a change to your booking
6.1. From time to time we may need to make a change to your Package. We reserve the right to do so at any time. Most changes are likely to be minor changes, however, occasionally we have to notify customers of a significant change that we are constrained to make to the main characteristics of the Package, or where we cannot fulfil any special requirements which we have accepted.
6.2. In the unlikely event that we have to make a significant change to your Package, we will tell you as soon as reasonably possible. You will then have the option to:
(a) Accept the proposed change. If this results in a Package of lower quality or cost, you may be entitled to a price reduction in accordance with paragraph 8 below;
(b) reject the proposed change and terminate your Package with a full refund; or
(c) reject the proposed change, terminate your Package and take an alternative one if we decide to offer this.
If you decide to take an alternative Package, we will inform you of its impact on the price of your booking. We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the change. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled at our discretion to terminate the Package after a further 7 days and provide you with a refund.
6.3. If you decide to reject the proposed change and terminate your Package with a full refund, you may also be entitled to compensation for damages you have suffered.
6.4. We may not give you any of the above options in the event that a change to the purchased Package is a minor change. Please note that a change of flight time of less than 12 hours, a change of easyJet Carrier, a change of departure or destination airport to one within the same region, or a change of accommodation to another of the same or higher standard usually qualify as minor changes.
7. When we need to cancel your booking
7.1. On rare occasions, we may have to cancel your Package and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative Package if we are able to do. If we cannot offer you an alternative we will provide you with a full refund for the Package and, unless the cancellation was for Unavoidable and Extraordinary circumstances or more than 14 days before your departure, you may also be entitled to compensation for damages suffered.
7.2. If we are unable to ensure your return to your place of departure as agreed in your Package because of Unavoidable and Extraordinary Circumstances, we will seek to find an alternative flight without undue delay, on a like for like basis, and shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three (3) nights per passenger. This three night limit on accommodation will not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we had been notified of their particular needs at least 48 hours before the start of the Package.
7.3. If a longer period of accommodation than that referred to in paragraph 7.2 above is provided for under Regulation EC 261/2004 concerning your mode of return transport, or such legislation does not allow the transport provider to limit its obligations as described in paragraph 7.2 then, in the event of Unavoidable or Extraordinary Circumstances, the limits set out in such legislation will apply instead).
8. Our responsibility for the performance of the package and if something goes wrong
8.1. The car hire part of your Package is facilitated by CarTrawler by introducing you to car hire providers , as explained above. easyJet however has a legal duty to exercise reasonable skill and care in relation to your contract for car hire and in arranging the contract for your flight with an easyJet Carrier. Under the Package Travel Directive we have a responsibility to you for the performance of all elements of the Package. We will want your customer experience to be a positive one but we acknowledge that very occasionally things go wrong. If you have any issues with the Package not being delivered to you, as advertised, if the problem is with the flight element of your trip, please in the first instance take the matter up with our customer contact centre or through their dedicated Contact web page. If however, the problem is with the car hire element of your trip, please contact CarTrawler’s customer service first.
8.2. If You feel that there has been a failure to perform the Package or improper performance which adversely affects the performance of the Package (“Serious Complaint”), please tell us immediately. This will give us the opportunity to resolve the Serious Complaint whilst you are still on your trip or make suitable alternative arrangements for you. You may only reject any alternative arrangements we offer to you if they are not comparable to what was agreed in the booking. If you reject the alternative arrangements we offer, then you may still be entitled to a price reduction in the trip or legal damages compensation for losses suffered.
8.3. If a Serious Complaint substantially affects the performance of the Package, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your Package or terminate your booking without paying a termination fee. If you decide to terminate we shall also repatriate you with equivalent transport without undue delay back to your place of departure and at no extra cost to you. You may, where appropriate, be entitled to a price reduction and/or compensation for damages too.
8.4. Alternatively, if we don’t resolve a Serious Complaint, or, for very good reason you can not wait for us to sort out the problem, then alternatively you may resolve the Serious Complaint yourself and request reimbursement of reasonable expenses from us. However, note your right to rectify the problem yourself will not arise if remedying the Serious Complaint means us incurring disproportionate costs. In that case, your only right will be to seek legal damages compensation from us (for losses suffered) or a proportionate price reduction.
8.5. Please note if you do not advise of a Serious Complaint whilst on the trip, as described above, you deprive easyJet, CarTrawler and the relevant car hire provider of the opportunity to investigate and rectify the problem. This may affect your rights under these Package Package Booking Terms, including reducing any compensation due to you, potentially to zero.
8.6. You will be entitled to an appropriate price reduction for any period during which there is a Serious Complaint, unless the Serious Complaint is attributable to you.
8.7. You shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of a Serious Complaint except where the Serious Complaint is:
(a) attributable to you;
(b) attributable to a third party unconnected with the provision of the travel services included in the Package Holiday and is unforeseeable or unavoidable; or
(c) due to Unavoidable and Extraordinary Circumstances.
8.8. We will also not be liable to pay damages compensation to you where there are international conventions which limit the extent or the conditions under which compensation is paid. These international conventions include the Montreal Convention (in respect of travel by air (and all earlier related conventions), which specifically covers compensation for flight delays and cancellations and the Geneva Convention (in respect of travel by road). We shall have the full benefit of any limitations of compensation in any relevant international conventions or applicable laws.
8.9. Our liability to you will in any case be limited to a maximum of three times the cost of Package, except in cases involving death, injury or illness where we, CarTrawler or the relevant car hire provider have caused such damage intentionally or with negligence.
8.10. If you are granted compensation (or a price reduction) from:
(a) A third party in relation to a Serious Complaint; or
(b) Us, in relation to a claim under regulation EC 261/2004 (Delays and Cancellation),
that compensation will be deducted from any compensation (or price reduction) you will receive from us pursuant to these Package Booking Terms.
8.11. Except as stated above, we accept no liability for any claims, losses, expenses or damages for your Package, except in cases involving death, injury or illness where we have caused such damage with negligence.
9. Providing prompt assistance
9.1. We will provide you with appropriate assistance without undue delay if you are in difficulty, in particular by providing appropriate information on health services, local authorities and consular assistance; and by helping you make distance communications and helping you find alternative travel arrangements. Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or through your negligence.
9.2. If you are in difficulty and you need our assistance, please contact us at easyJet Customer Services or, if outside of customer service hours and the problem is with your car hire, then contact CarTrawler's customer service.
10. Excursions
10.1. It may be possible for you to book a local excursion during your Package, such as a local tour, experience, concert, activity, sports or adventure experience. These will be bookable and payable by you locally. Unless we tell you in writing otherwise, you will be entering into a contract directly with the excursion provider and so these extra services will not form a part of your Package. We do not have any responsibility for these excursions, nor do we accept any liability if you suffer loss or damage whilst on a local excursion.
11. Your behaviour
11.1. It is important that you behave responsibly and with consideration for others during your Package. Accordingly, to the extent that we, CarTrawler or the relevant car hire provider believe that your actions on trip could or have caused disruption or annoyance, or a risk of safety, or damage to property, to us, CarTrawler, the relevant car hire provider or other customers, or if it is believed that you are not fit to travel, then we may cancel your Package without further liability to you. In these circumstances, the compensation provisions above will not apply.
11.2. In the event that your behavior causes loss or damage to any person or property for which we are liable, you agree to compensate us for such loss and damage, together with any legal costs which we may incur in pursuing a claim against you.
12. Your financial protection
12.1. We provide full financial protection for our Packages through our Air Travel Organiser’s Licence number 11446. When you buy an ATOL protected Package from 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.
12.2. 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 we aren’t able 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).
12.3. If we 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 re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
13. Travel information
13.1. Please note that we can provide general information about the passport and visa requirements for your trip, but your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant embassies and/or consulates. Any information supplied by us on these or related matters (such as climate, when to travel, clothing, baggage, personal items etc.) is given as general guidance and in good faith but we do not accept liability for any decisions made on the basis of the information supplied.
13.2. The passport, visa and health requirements at the time of booking can be viewed on the Foreign and Commonwealth Office website. It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel and health documents, and in compliance with any other immigration requirements, before you travel. If you or any member of your party is not a British Citizen or holds a non-British Passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) you are travelling to or through. Neither we, nor CarTrawler or the relevant car hire provider, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport.
14. Insurance
14.1. It is important that you have sufficient insurance in place to cover you (and your group) whilst you are away. Please ensure that you have a valid travel insurance policy in place from the time of booking, to cover you for the countries and activities you may be undertaking on your trip. You should contact us to discuss this if you do not already have insurance in place.
15. Flights
15.1. If we cancel your flight or ceases to trade whilst you are overseas, you must contact us for instructions on replacement flights. Our policy is to try to replace a flight with an equivalent flight on an easyJet Carrier. We will not be liable for any replacement flights you book if you have not first given us a reasonable opportunity to find replacement flights for you.
16. Alternative means of resolving disputes
16.1. In addition to registering your complaint with CarTrawler and easyJet’s customer services, if your complaint has not been resolved satisfactorily, you may be able to refer your complaint to AviationADR within 12 months of our final response. They are approved by the Civil Aviation Authority to provide an independent review of complaints and dispute resolution services. Their details are: AviationADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW , telephone 0203 540 8063, email aviation@cdrl.org.uk and website www.aviationadr.org.uk.
17. Choice of Law and Jurisdiction
17.1. Unless otherwise provided by applicable law, these Package Booking Terms and all services provided by us to you pursuant to them shall be governed by the laws of England and Wales.
17.2. You can bring proceedings in respect of these Package Booking Terms and all services provided by us to you pursuant to them in the English courts. However, as a consumer:
17.2.1 if you live in Scotland you can bring legal proceedings in either the Scottish or the English courts;
17.2.2 if you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts; and
17.2.3 if you are resident in another member state of the European Union, you may be able to bring proceedings in the member state in which you are resident.
17.3 If you are a consumer resident in the European Union, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Package Booking Terms affects your rights as a consumer to rely on such mandatory provisions of local law.