TERMS AND CONDITIONS

Last Updated: 24 October 2024

1. DEFINITIONS AND INTERPRETATION

1.1. “Agency” means The TravelLiaison (Pty) Ltd, a registered travel agency in South Africa.

1.2. “Client” means any person who makes a booking through the Agency.

1.3. “Service Providers” means airlines, hotels, tour operators, and other third-party providers.

1.4. “Booking” means any reservation made through the Agency.

2. AGENCY ROLE AND RESPONSIBILITIES

2.1. The Agency acts as an intermediary between Clients and Service Providers.

2.2. The Agency is not liable for the acts, errors, omissions, representations, warranties, breaches, or negligence of any Service Providers or for any personal injuries, death, property damage, or other damages or expenses resulting therefrom.

3. PRICES AND PAYMENT

3.1. All prices are quoted in South African Rand (ZAR) unless specified otherwise and are subject to change without prior notice.

3.2. Prices are subject to currency fluctuations, increases in Service Provider tariffs, government taxes, or fuel surcharges.

3.3. The Agency reserves the right to adjust prices due to these factors, even after payment has been received.

4. FLIGHT BOOKINGS AND CHANGES
4.1. Fare Types and Conditions

a) Refundable Fares

  • Higher priced tickets offering maximum flexibility.
  • Subject to airline refund processing fees.
  • Refunds typically processed within 6–8 weeks after cancellation.
  • This will still incur Agency service fees for processing.
  • Fare rules at time of booking apply regardless of subsequent changes.

b) Non-Refundable Fares

  • Lower priced tickets with restricted conditions.
  • No refunds permitted for cancellation.
  • Name changes not permitted.
  • Change fees and fare difference apply for any modifications.
  • Unused airport taxes may be refundable subject to airline policy.
  • Agency service fees are non-refundable.
4.2. Schedule Changes and Flight Disruptions

a) Minor Schedule Changes (Less than 3 hours)

  • Airlines may adjust flight times without notice.
  • No compensation or refunds applicable.
  • Agency will notify Client of changes when advised by airline.
  • Client responsible for checking the final schedule before departure.

b) Major Schedule Changes (3 hours or more)

Options typically include:

  • Accepting the new schedule.
  • Changing to alternative flights subject to availability.
  • Cancellation and refund (even on non-refundable tickets if offered by airline).
  • Agency will assist in rebooking but cannot guarantee same fares or routes.
  • Additional costs for alternative flights are Client’s responsibility.

c) Flight Cancellations

  • Airline’s conditions of carriage apply.
  • Options may include:
    • Rebooking on next available flight.
    • Rerouting on alternative flights.
    • Refund if offered by airline.
  • Agency will assist in arranging alternatives but is not liable for additional costs.
  • Hotel and meal costs during delays are subject to airline policies.
4.3. Change Requests and Fees

a) Client-Initiated Changes

  • All change requests must be in writing.
  • Subject to airline fare rules and availability.
  • Change fees charged by airlines are non-negotiable.
  • New fare difference will apply if applicable.
  • Agency service fees apply per person per change.
  • Changes are not guaranteed until confirmed and ticketed.

b) Airline-Initiated Changes

  • Airlines reserve the right to change aircraft type, seat assignments, and routes.
  • No compensation for downgrade of service class unless offered by airline.
  • Schedule changes may affect connecting flights and overall trip duration.
  • Agency will assist in minimising impact but is not liable for consequences.
4.4. Missed Flights and No-Shows
  • No refund or credit for unused flight segments.
  • Missing any segment voids remaining itinerary.
  • New tickets must be purchased at current market rates.
  • Agency is not responsible for missed flight connections.
5. TRAVEL PACKAGE CHANGES
5.1. Package Modifications

a) The Agency reserves the right to modify travel packages due to circumstances beyond its control.

b) Such circumstances include but are not limited to:

  • Force majeure events.
  • Service Provider changes.
  • Operational requirements.
  • Safety and security concerns.

c) Alternative arrangements of similar standard will be offered where possible.

5.2. Compensation and Refunds

a) Refunds are subject to Service Provider policies and cancellation terms.

b) The Agency’s service fees are non-refundable.

c) Processing of refunds may take up to 12 weeks depending on Service Providers.

6. CLIENT RESPONSIBILITIES
6.1. The Client Must:

a) Verify all booking details upon confirmation.

b) Ensure valid travel documents and visas.

c) Obtain appropriate travel insurance.

d) Arrive at departure points at required times.

e) Comply with all health and immigration requirements.

6.2. Documentation

a) The Client is responsible for ensuring all travel documents are valid.

b) The Agency is not liable for any losses arising from invalid or incorrect documentation.

7. AIRFARE PRICING AND RULES
7.1. Fare Categories

a) Published Fares

  • Subject to airline rules and restrictions.
  • May require minimum/maximum stay.
  • May have seasonal restrictions.
  • Changes and cancellations per airline policy.

b) Special Fares and Promotions

  • More restrictive conditions apply.
  • Usually non-refundable and non-changeable.
  • Valid for specific flights and dates only.
  • Must be ticketed within specified time limit.
7.2. Fare Components

Airfare may consist of:

  • Base fare.
  • Airline surcharges.
  • Airport taxes.
  • Government levies.
  • Agency service fees.
7.3. Post-Ticketing Price Adjustments

a) Taxes and surcharges may change after ticketing.

b) Client is responsible for any additional charges.

c) Refunds of reduced taxes are subject to airline policy.

8. LIMITATION OF LIABILITY

8.1. The Agency’s liability is limited to direct damages only, not exceeding the total cost of the booking.

8.2. The Agency is not liable for:

  • Indirect or consequential losses.
  • Lost wages or business opportunities.
  • Emotional distress.
  • Service Provider failures.
  • Force majeure events.
9. FORCE MAJEURE

9.1. The Agency is not liable for any failure to perform due to circumstances beyond its reasonable control, including but not limited to:

  • Natural disasters.
  • Acts of government.
  • Civil unrest.
  • Terrorist activities.
  • Pandemics or health emergencies.
  • Industrial disputes.
  • Technical problems with transport.
  • Unforeseen circumstances affecting Service Providers.
10. COMPLAINTS AND DISPUTE RESOLUTION
10.1. Complaints

Any complaints must be reported:

a) During travel: Immediately to the Service Provider and the Agency.

b) Post-travel: Within 7 days in writing to the Agency.

10.2. Dispute Resolution

a) All disputes will be governed by South African law.

b) Parties agree to seek resolution through mediation before litigation.

c) The jurisdiction of South African courts applies.

11. AMENDMENTS TO TERMS

11.1. The Agency reserves the right to amend these terms and conditions at any time.

11.2. The latest version will be applicable to all new bookings.

12. ACCEPTANCE

12.1. By making a booking with the Agency, the Client acknowledges having read, understood, and accepted these terms and conditions.

12.2. The Client accepts these terms on behalf of all persons included in the booking.

Last Updated: 24 October 2024