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Terms & Conditions

Booking Conditions

Your Contract is with The Internet Traveller, a trading name of P&P Associates Limited

A member of ABTA, ABTA No: G3655

Your holiday contract

When you make a booking the contract is made with you the first named passenger (lead) being any person travelling or intending to travel on any arrangements operated by the company named above on the terms of these booking conditions and it includes all matters arising from it and is subject to English law and the exclusive jurisdiction of the English Courts.

You may however choose the law and jurisdiction of Scotland and Northern Ireland if you wish to do so. No variation of these terms will be valid unless confirmed in writing by us. A contract will exist as soon as we issue our confirmation invoice. By making a booking, the lead passenger confirms that all people’s names in the booking (and their personal representatives) have agreed to be bound by these conditions and the terms of its suppliers.

Your financial protection

When you buy an ATOL protected flight or flight inclusive holiday 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.

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 re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed in this on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate"

ABTA

We are a Member of ABTA, membership number G3655. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs.

There is a limit of £25,000 per booking. This scheme does not apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday.

Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com

Your holiday price policy

You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. When you make your booking you must pay the required deposit. (Excluding infants under two years of age at the date of return). Should your booking include budget or scheduled flights/ low cost airlines, cruises or other special arrangements the deposit required may vary up to the full ticket price. Some accommodation providers may also require additional deposits at the time of booking. You will be advised of the required amount of the deposit at the time of booking. The balance of the price of your travel arrangements must be paid at least 10 weeks before your departure date. Balance due dates may vary where scheduled flights are included and where ticketing deadlines are unexpectedly brought forward this may result in a request for earlier payment. If the deposit and/or balance are not paid on time, we reserve the right to cancel your travel arrangements and retain your deposit.

Booking details

When a booking is made all details will be provided to you. Once you have confirmed these details The Internet Traveller will proceed to confirm the booking with the Principal. Please check that all names, dates and timings are correct on receipt of your email and follow up documents, and advise us of any errors immediately. Any changes to these details will incur the charges stated within this documentation. Please ensure that the names given are the same as in the relevant passport.

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 therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements.

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 The Internet Traveller cannot pass this information to the relevant suppliers, whether in the EEA or not, The Internet Traveller will be unable to provide you’re booking. At the time of booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.


Air/Flight Bookings

All flight prices are subject to availability and offers may be withdrawn or amended at any time without prior notification. The Internet Traveller accepts no liability should any such offer be withdrawn or amended.

Airline Code shares

Many airlines operate on a code share basis with their commercial partners. This means that a flight can be operated on one carrier's behalf by a partner airline and quite possibly bear more than one flight number. This particularly happens within airline consortia eg One World, Sky Team, Star Alliance etc whereby carriers are enabled to offer flights on their partner's aircraft to destinations beyond their existing routes and to utilise their additional services for check in etc.


Changes and Amendments to Flight Schedules

Airlines from time to time alter the schedules of their flights, this may happen either before you depart or while you are travelling. We strongly recommend that you check your onward or return flight details directly with the airline at least 24 hours prior to departure.

Flying Times

In your itinerary from The Internet Traveller, flight times are given for guidance only. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time.

We are not liable if there is any change to a departure/arrival time previously given to you or shown on your ticket or for any other alteration to your flight by the relevant airline. Also, please note that where a sector of a flight itinerary is not utilised without contacting the carrier directly any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred. It is for this reason that you are required to reconfirm your flights with the airline in accordance with the airline's applicable reconfirmation deadline. For all air travel it is your responsibility to check the departure and arrival times of your flights at the time of travel.
We are unable to make any special arrangements for you if you are delayed as these matters are at the sole discretion of the airline concerned. Please note that the times shown on your ticket or itinerary are the departure times of the flight. Check-in times, as advised by the carrier or in the airlines' timetable are the latest times at which passengers can be accepted for travel, allowing the necessary time to complete all formalities. Flights cannot be held up for passengers arriving late and no responsibility can be accepted by us or the airline in such cases.

Seat Requests

We have no control over the airlines' allocation of seats and so, if you have particular seat requests, you should check-in at the airport as early as possible. We cannot guarantee that these requests will be met.

Baggage Allowance

Many airlines charge extra for baggage. On US and Canadian Domestic flights airlines charge locally for checked baggage, including for flights sold in combination with International tickets. Information can be found on the carrier’s website. Please ask for details at the time of booking. Excess charges will apply if your allowance is exceeded on any flight.

Direct Flights

Please note that a flight described on your flight ticket as "direct" will not necessarily be non-stop. A flight that is described as direct is one where there is no need to change aircraft during the journey.

Airline Passenger Information

Please note that airlines are now required by laws introduced in the United States and other countries to give border control agencies access to passenger data. Accordingly any information that the airline holds about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country on your itinerary. Please contact your travel consultant if you require further information.


Hotel Accommodation

All hotel prices are subject to availability and offers may be withdrawn or amended at any time without prior notification. The Internet Traveller accepts no liability should any such offer be withdrawn or amended.

Local Taxes not included in Hotel Cost

Please note that there may be taxes levied abroad but not paid at the point of purchase that are payable in relation to your hotel booking e.g. local taxes, sales tax etc. Any local taxes will be payable by you directly to the hotel at the time of check in / checkout.

Descriptions & Photographs

All pictures and descriptions are displayed in good faith. However in certain circumstances beyond our control accommodation descriptions may be affected, such as sea views, which may be obscured by greenery, such as trees. We try to maintain up to date information on any changes and therefore all details printed should be regarded for general information only. Accommodation categories and star ratings shown on the website are provided by the accommodation, however standards can vary between accommodations of the same class in different countries, it is therefore important that the accommodation details are read in full.

Check-in/Check-out

Times are normally around 15.00 – 16.00 on the day of arrival and between 10.00 am and 12.00 hours on the day of departure depending upon property type.

Building Work

Due to continuous re-development throughout the world there is always going to be some building work going on somewhere. Provided that we are made aware by the Property that any such work is liable to interfere with the enjoyment of your holiday, then we will advise you accordingly. However please be aware that the accommodation has no liability to inform us of any building work in the surrounding area outside their property


Car Hire Bookings
 

Minimum Age

All car suppliers have a minimum age to be able to rent without incurring any extra charges, this is normally 25 and above. Drivers between the ages of 21-24 will always incur an extra surcharge which is payable locally, is subject to tax and is non refundable. These fees can range from 10.00 euros a day in Europe and from US$25.00 to US$50.00 US in the United States. Once you have selected your car please read the car rental rules where you will be able to find the amount payable.

Maximum Age

There are very few locations which have an upper age limit. These can vary from the age of 60 upwards. If you are over the age of 60 it is your responsibility to check with the rental supplier for eligibility. If you fail to check and you are over the age limit you may not be given the car.

Rental Deposit

Rental agencies only accept credit cards for securing your deposit at the rental location. You must use a credit card and it must be the driver's credit card. We will not be liable for any compensation or otherwise if you do not have a credit card at the time of collecting your car and are refused rental by the supplier.

Driving Licence

A valid driving licence is required for all drivers. The licence must be valid at the time of rental and remain valid throughout the rental period. We will not be liable for any compensation or otherwise if you fail to show a valid drivers licence to the supplier and are refused rental.

British Licence Holders

If you have the new photo id licence you will be required to obtain a special code from the DVLA if you want to hire a vehicle so that the rental company can check for driving convictions. To obtain the code, the driver will need to log on to the DVLA website but can only do so up to 72 hours prior to renting the vehicle. More information can be found at: https://www.gov.uk/government/news/driving-licence-changes. If you do not present the card and the code you will not get the vehicle. If your licence is written in Chinese, Russian or any ‘picture' script then you will need to obtain an international driver's permit before you travel from your country of residence. This cannot be obtained in the United Kingdom.

Excess Waiver

Although our rates are fully inclusive there is always an excess to pay. This means in the event of accident/damage or theft, the driver will be expected to pay the first part of the claim. This can vary depending on the car you hire and the destination you are travelling to.

Late Return of Your Vehicle

The rental rate is calculated based on the return time agreed when picking up the vehicle. If the vehicle is kept longer than originally planned, you may be liable for an overcharge.

Rental Agreement

The rental agreement is given to you to sign when you pick up your vehicle. This has all the information about your rental. It is your responsibility to check this document carefully before you sign it and keep a copy. WeHoliday will not be liable in relation to any breach of this agreement.


Cancellation and amendments

Any cancellation or amendment request must be sent to us in writing and will not take effect until it has been received. If you cancel or amend your booking the Principal will charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements).

If you change your booking (excluding name changes)

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen date or accommodation, we will do our upmost to make these changes but it may not always be possible. Any request for changes to be made must be made in writing from the person who made the booking.

You will be asked to pay an administration charge of £25 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 you should contact us as soon as possible.

Note: Certain travel arrangements (e.g. scheduled or low cost flights) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

Ticketing and Rerouting

As a general rule airline tickets cannot be rerouted or transferred to another airline. All flights must be used in sequence, as booked. Failure to do so may result in cancellation of all remaining sectors and restrict any possible refund. E-tickets are only valid for a maximum of one year. Any lesser periods of validity will be detailed on your booking confirmation.

Name changes before travel

Charges are dependent on the carrier and in the majority of cases airlines will not allow name changes and you will be required purchase a new ticket. Such charges are likely to include the full costs of the flight and will be subject to availability.

If you cancel you’re booking

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our offices.

Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below:

 

Period before departure within
which written cancellation is received by The Internet Traveller
	Amount of cancellation charges
shown as approximate percentage of the booking
Price.*
More than 90 days	Full deposit**
89-50 days	30% or deposit if greater
49-42 days	50%
41-22 days	75%
21-15 days	90%
14 days or less	100%

 

Note: if the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges. The full insurance premium is retained in the event of cancellation.

*Bookings that include Budget/Low Cost or Schedule Flights and/or cruise may incur different cancellation charges. Some accommodation providers may also require additional non-refundable deposits. Please enquire at the time of booking.

**Where a low deposit has been paid at the time of cancellation you will be required to pay the remainder of the full deposit

If We Change or Cancel Your Package Holiday

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 60 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance.

”Examples of “major changes” include the following when made before departure; a change of accommodation area for the whole or a significant part of your time away, a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away, a change of outward departure time or overall length of your arrangements of twelve or more hours. Examples of “minor changes” include the following when made before departure: any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type; a change of outward departure time or overall length of your holiday of twelve hours or less, or a change of accommodation to another of the same standard or classification.

If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of i) (for major changes) accepting the changed arrangements ii) having a refund of all monies paid or iii) accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements.

Force Majeure: 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, civil disobedience or strike, industrial dispute, terrorist activity and its consequences, acts of god, natural or nuclear disaster, fire, adverse weather conditions, unavoidable technical or maintenance problems with transport providers, closure of airports or any unforeseeable or unavoidable event beyond our control.

If you have a complaint

Should you experience any issues during your holiday you must immediately contact us on 0207 118 0080 or email admin@theinternettraveller.com where we will deal with the issue immediately. Failure to let us know about the issue may jeopardize your right to claim any monies back. However, should a problem remain unresolved, a complaint should be made in writing within 28 days of your return home to: Customer Service Department, Patterson Court, Nutfield Road, Redhill, Surrey RH1 4ED, providing 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 fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract

What happens to complaints

We aim to resolve all complaints amicably, but if this is not possible your complaint can be considered under an arbitration scheme arranged by ABTA. We aim to acknowledge your complaint with 14 days and respond in full within 28 days thereafter. Please see the above clause on ABTA above. Full details will be provided on request or obtained from the ABTA website www.abta.com

Our Responsibilities to You

1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these booking conditions, if we or our suppliers perform or arrange your contracted holiday arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

(i) the act(s) and/or omission(s) of the person(s) affected;

(ii) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or

(iii)unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or

(iv)an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:

(i) for loss of and/or damage to any luggage or personal possessions and money, the maximum amount we will have to pay you in respect of these claims is £25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind;

(ii) for claims not falling under 3(i) above and which don’t involve injury, illness or death, the maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

(iii) for claims in respect of international travel by air and sea, or any stay in a hotel, the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.

4)In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

5)It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

6)Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you.

7)  We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 

8)  We 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).

Passports, Visas and health

The Internet Traveller will provide general information about the passport and visa requirements for your trip. 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. Neither The Internet Traveller nor the Principal accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

New Passport Regulations are now in place for first time adult passport applications (aged 16 or over). As part of the passport application process, interviews are now required to support your passport application. This is to ensure that your identity is protected, so allow enough time for your passport application to be processed.

Most countries now require passports to be valid for at least 6 months after your return date. (Machine readable passport required for travel to USA). Please note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details.

Delivery of documents

All documents (e.g. invoices/tickets/Insurance policies) will be sent to you and The Internet Traveller will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued costs may be incurred by you.

Final travel arrangements

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. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

Special requests

Please advise us of any special requests. These will be passed to the Principal who will do their upmost to accommodate the request. However these cannot be guaranteed!

Insurance

All Principals require you to take out travel insurance as a condition of booking with them. In any event The Internet Traveller 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.

Pre Travel Advice

You are advised to check the Foreign & Commonwealth Travel Advice shortly before departure by visitingtheir website at gov.uk/foreign-travel-advice.

Health Requirements

Health facilities, hygiene and disease risks vary worldwide, you should obtain health advice on your specific needs as early as possible. It is your responsibility to ensure that you have fully complied with all health and immunisation requirements of the countries you may be visiting. You can contact your GP. Information can be found at fitfortravel.scot.nhs.uk

Important Information

These are the agency terms on which The Internet Traveller with associated website address of www.theinternettraveller.com  which are a trading name of P&P Associates Ltd, Patterson Court, Nutfield Road, Redhill, Surrey RH1 4ED. When making your agency booking with ourselves The Internet Traveller will arrange for you to enter into a legal contract with the Principal that will otherwise be known as your tour operator, airline or cruise company. For all Pre- packaged bookings, The Internet Traveller will act as the agent for the Principal who arranges your travel services. When booking a flexi-package (two of more separate supplier segments, The Internet Traveller become the principle. As an agent, The Internet Traveller  accepts no responsibility for the acts or omissions of the Principal or for the services provided by the Principal. The Terms & Conditions of the Principal will apply to your booking and The Internet Traveller advises you to read these carefully as they do contain important information about your booking. Please contact us for copies of these if you do not have them.

Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

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Why Choose to Cruise With Us

  • We offer exemplary service from the day you book, until the day you book again!
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