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Terms & Conditions

The following Booking Conditions together with the Holiday Information will form the basis of the contract between you and Platinum Holidays which is registered in England under company number 10183909. Registered Address  East House, 109 South Worple Way, London, SW14 8TN.


When making a booking either directly or through a Travel Agent you guarantee that you have the authority to accept and do accept these booking conditions on behalf of yourself and your party.  A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and both parties agree to submit to the jurisdiction of the English Courts. If for any reason we are unable to accept your booking your deposit will be returned.

We can only accept a booking if the lead name is a minimum of 18 years on or before the date of departure - if under the age of 18 at the time of booking, the written consent of a parent or guardian is required before the booking can be made.

All bookings made require full payment at the time of booking for holidays departing within 10 weeks of travel. If you make your booking more than 8 weeks prior to your departure date you will be required to pay a deposit of £300 per person together with any applicable insurance premium, or an agreed amount where flight seats are purchased at the time of booking. If we have to purchase flights in advance we reserve the right to charge you the full cost of these flights by way of a higher deposit and you will be advised of the increased deposit cost at the time of booking. 

The balance of the price of your holiday must be paid at least 10 weeks before your departure date. If the deposit and or balance are not paid on time, we reserve the right to cancel your holiday.  If the balance is not paid on time we shall retain your deposit and reserve the right to cancel your holiday and levy any cancellations charges as set out in clause 4. If you are booking your holiday through a travel agent all monies you pay are held by them on our behalf at all times. 

We accept payment by Cheque, Delta, Switch/Maestro, MasterCard and Visa. Customers choosing to use credit cards as a method of payment will be subject to a minimum handling fee of 2%. We do not charge a fee for bookings made with either Electron or Solo and most other debit cards.


If, after our confirmation invoice has been issued, you wish to change your holiday in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be communicated from the person who made the booking or your travel agent.  You will be asked to pay an administration charge of £30.00 per person and any further cost we incur in making this alteration.  You should be aware that these costs could increase the closer to the departure date that changes are made and can within 56 days be treated as a cancellation and charged as per the charges in clause 3. Please note that flights purchased in advance on charter or scheduled/low cost airlines are subject to fare restrictions and may not be changeable or refundable after a reservation has been made and any cancellation or alteration request could incur a cancellation charge of up to 100%. No refunds are available


You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices. The following scale of cancellation will be payable depending on when the notification is received.

Period of notification prior to departure date

Amount of cancellation charge excluding amendment charges and insurance premiums

70 days or more
69 - 43 days
42 - 29 days
28 - 15 days
14 - 8 days
Less than 7 days

Deposit Only 
30% of holiday cost or deposit if greater
50% of holiday cost or deposit if greater
75% of holiday cost or deposit if greater
90% of holiday cost or deposit if greater
100% of holiday cost

If one or more members of your party wishes to cancel this may result in a room being under occupied and the remaining people on the booking may have to pay any additional charges to retain the booking

Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.


All prices we advertise are believed to be accurate at the date of publishing but we reserve the right to change any of those prices before you book, including any special offers which we may have from time to time and which may or may not be the same as advertised in any promotional material including our website. We will be able to tell you or your travel agent the correct price before confirming your booking.

Once the price of your holiday arrangements has been confirmed at the time of booking, no amendment will be made to it unless it is to make a correction to an error, or if our costs change as a result of an increase or decrease in transportation costs including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports or airports or as a result of any changes in the exchange rates which have been used to calculate the cost of your arrangements. Only if the amount of the increase in our costs exceeds 2% of the total cost of your arrangements (excluding insurance premiums and amendment charges), will we make an additional charge plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If any additional charge is greater than 10% of the cost of your arrangements (excluding insurance premiums and any amendment charges), you will have the option of accepting a change to another holiday if we are able to offer or cancelling and receiving a full refund of all monies paid, except for any amendment charges. If you do not inform us of your choice within 14 days from the issue date printed on our additional charge invoice, we are entitled to assume that you will pay the additional charge. 

Any additional charge must be paid with the balance of the cost of the arrangements or within 14 days of the issue date printed on the additional charge invoice, whichever is the latter. We will not levy an additional charge nor make a refund within 30 days of departure. 

Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.


It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance.  Occasionally, we may have to make changes and we reserve the right to do so at any time.  Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date.  

We also reserve the right in any circumstances to cancel your travel arrangements.  For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it.  However, we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance.  If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available.  If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause.

In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows:

Vietnam Airlines/Laos Airlines/British Airways

Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.

If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either, accepting the change of arrangements, accepting an offer of alternative travel arrangements from us if available or cancelling your holiday and receiving a full refund of monies except for insurance premiums and amendment charges if applicable. In all cases, except where the major change arises due to force majeure, we will pay compensation as detailed below:

Period of notification prior to departure date

Amount of compensation per person

70 days or more
69 - 43 days
42 - 29 days
28 - 15 days
Less than 14 days



This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, threat of war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, epidemics, health risks adverse weather conditions, technical problems with transport including changes due to schedules being cancelled or changed by the airline, airports or ports being closed or congested and all other similar events.


We accept responsibility for ensuring that your holiday arrangements, which you book with us, are supplied as described and to a reasonable standard. If any part of your holiday arrangements are not provided to a reasonable standard, due to the fault of our employees, agents or suppliers we will pay you appropriate compensation if it is found to have affected the enjoyment of your holiday and you have taken all reasonable steps to notify our staff or the supplier locally and given us the opportunity to rectify the problem and lessen your loss.  

However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of twice the value of your holiday arrangements excluding insurance premiums and taxes.

Our liability will also be limited in accordance with and/ or in an identical manner to
a)    The contractual terms of the companies that provides the transportation for your travel arrangements. These terms are incorporated into this contract.; and 
b)    The provisions of all international conventions which concern transportation and accommodation namely the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. Copies of these conventions are available upon request

Under EU law you have rights in some circumstances to receive a refund and/ or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights is publicised at EU airports and is also available from airlines. However, reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 3. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If the airline does not comply with these rules you should complain to the CAA Consumer Protection Group on (020) 7453 6888 or

In accordance with EU policy we are required to bring to your attention the existence of a “Community list” (available for inspection at detailing air carriers that are subject to an operating ban within the EU Community.

If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

Excursions or other activities that you may choose to book or pay for whilst you are holiday are not part of your package holiday provided by us. For any excursion or other activity that you book, your contract will be with the operator of the excursion or activity and not with us. We are not responsible for the provision of the excursion or activity or for anything that happens during the course of its provision by the operator.


It is your responsibility to ensure that any specific passport, visa and health requirements required for your holiday are obtained. We cannot be held responsible if you fail to do so and you will liable for meeting any additional costs incurred as a result of such failure. You are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your holiday. We will have no liability whatsoever to you through your failure to do so.

If, in our opinion, or in the opinion of any other person in authority you or any member of your party behaves in such a way to cause or be likely to cause danger, annoyance or distress to any third party or damage to property, we reserve the right to terminate the holiday of the person(s) concerned. In such a case we will have no further responsibility towards such person(s) including the costs of neither repatriation nor will any refunds be made and we will not pay any expenses or costs incurred as a result of this termination.


We strongly recommend that you have adequate travel insurance in the interests of you and your party. Your travel insurance should cover against cancellation, curtailment, missed departure, delay, personal accident, death, medical & repatriation expenses, loss of baggage and valuables, personal liability and legal expenses. Should you choose not to take our recommended insurance policy please make sure that you have adequate insurance cover as we cannot be held responsible for any costs that arise which would otherwise have been met had such insurance been taken out.


Every effort is made to ensure that the details, description and prices contained in our brochure, on our website or which is otherwise produced or published by us is based on information available at the time of publication. Whilst every effort is made to ensure the accuracy of this, regrettably errors do occasionally occur sometimes at short notice and therefore we will advise you at time of booking, or if after booking as soon as possible of any such changes to our published information including our website and the amended information will then form part of your contract with us. You must ensure you check all details of your chosen holiday (including the price) with us at the time of booking.


If your flight is delayed or altered it will be the responsibility of the individual airline to make appropriate welfare provisions such as light refreshments, meals, overnight accommodation etc. We are unable to make any compensatory payments or provide refunds as a result of any costs incurred due to a lengthy delay but it may be possible to make a claim through your travel insurance for any flight delay. See section 5 for further details of your rights in cases of delay to flights.


If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our resort representative or local agent immediately who will endeavour to put things right.  If we cannot resolve your problem locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at 34 Camden Road,Bexley,DA5 3NR, giving your booking reference and all other relevant information.  Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.

If you do not tell us about your complaint whilst in resort we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were there and this may affect your rights under this contract.

It is unlikely that you will have a complaint that cannot be settled amicably either whilst in resort or following your return home. However, disputes arising from this contract which cannot be settled amicably may, if you so wish, be referred to arbitration under a special scheme arranged by the Association of British Travel Agents (ABTA), administered independently by IDRS, part of the Chartered Institute of Arbitrators.

The scheme provides a simple and inexpensive method of arbitration based on documents alone with restricted liability on you in respect of costs. The Scheme does not apply to claims for an amount more than £5,000 per person or £25,000 per booking form or to claims which are just for physical injury or illness (or the result of an injury or illness).  The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element.   

If you choose to proceed to Arbitration under this scheme, you must send written notice of your decision within twelve months of the date of return from the holiday although in special circumstances, it may still be offered outside this period subject to agreement.  Full details of the scheme are available from ABTA at 30 Park Street, London, SE1 9EQ.


We provide full financial protection for our package holidays. When you buy an ATOL protected air holiday package from us you will receive a Confirmation Invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 11223. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. Therefore, you can book your holiday with confidence safe in the knowledge that your money and holiday are fully protected. For further information visit the ATOL website at


We need to use any information you have given us to provide the holiday you have asked for. We will apply appropriate security measures to protect this data; however, we must pass this to suppliers of your travel arrangements, security or credit checking companies and to public authorities such as customs and immigration. When you make this booking, you consent to this information being passed to the relevant people. We may also use this information to contact you with details of other products and services offered by us or our trading partners. If you do not want to receive this information then please contact us on 020 7089 1791.

Updated September 2016.

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