TERMS AND CONDITIONS
1. Blue Lagoon Travel (BLT) provides advice, research, planning and booking services related to leisure and business travel and holidays including but not limited to: flights, premium class commercial air travel, resorts and hotels, airline and hotel loyalty programs (including the potential travel benefits of various credit or charge card products).
2. BLT is a personal travel concierge and also provides some traditional travel agency services via its partnerships with various Hotel brands, independent hotels and resorts, Luxury Travel agent hotel programs and its relationships with a range of highly regarded Destination Management Companies (DMC's). BLT is a member of the IATA travel sales intermediary partner program TIDS (Travel Industry Designator Service) with TIDS number: 96055993. BLT will make bookings on your behalf subject to your written approval (by email or other messaging services) of the itinerary suggested and once you have chosen the relevant travel service providers - i.e. hotel / airline / travel agent / tour operator or Destination Management Companies (DMC's). Where bookings are made via Tour operators, Travel agents (other than BLT) or DMC's, payment for any accommodation or service booked will be made directly by BLT's clients to these third parties and BLT will ensure clients are provided with the necessary payment details and payment options. BLT does not handle client funds. From time to time BLT may agree to pay for a client's flight/s and/or accommodation using its own credit cards and in such circumstances, the reimbursement for any such payments will be included on the client's invoice relating to BLT's fees for planning and booking the trip.
3. BLT can also organize airport + hotel transfers (car / SUV / boat / seaplane etc.) should clients request such. BLT has no relationship with individual transfer providers and typically these are local third parties contracted by either the Destination Management Companies (DMC’s), the hotel or the airline providing the client with accommodation or air transportation. BLT will only arrange transfers which are booked directly by either DMC's, hotel/resort, airline or, if accommodation is booked via a travel agent (other than BLT) or tour operator, then by either of these. BLT will not book transfers directly with local or online transfer providers but BLT’s clients are welcome to do so should they wish. BLT accepts no liability with regard to any injury / loss or damage, however so incurred, with regard to any transfers booked at BLT clients' request on their behalf by any of the third parties detailed above, regardless of any perceived failing, negligence or otherwise of the provider of the transfers or the third party which booked the transfers .
4. You will be bound by the terms and conditions of the individual travel agents / tour operators / DMC's / airlines / hotels etc. responsible for the provision of any given element of your trip including (but not limited to) flights / accommodation / transfers of any kind, however booked. BLT will endeavor to make you aware of key terms and conditions including cancellation and refund policies, but it is your responsibility to be aware of said terms. BLT accepts no responsibility for any loss or damage incurred as a result of the cancellation or delay to any part of your trip which is beyond BLT's control, nor as the result of your not having made yourself aware of any terms and conditions applicable to any service or product you book (or that BLT books on your behalf) or purchase on BLT's recommendation.
5. BLT will only make bookings on your behalf once BLT has confirmation in writing that you are willing to proceed with the itinerary BLT has suggested. Where you decide to make your own bookings based on BLTs advice, you assume full responsibility for ensuring that you are happy with the itinerary and the terms and conditions, particularly in relation to cancellations and changes to a confirmed booking, before you make that booking. When you receive confirmation emails from any agent, airline, hotel or other provider in relation to a trip BLT is booking on your behalf it is your responsibility to check such confirmations promptly, to forward copies of said confirmations to BLT and to advise BLT immediately of any errors.
6.a BLT charges fees for its services based on an agreed % (subject to various minimum fees - see below) of the cost of the accommodation or flights booked. Once a trip is booked and confirmed, then should you decide to cancel any booking for whatever reason, BLT's fee will be calculated using the following formula: 5% of the trip value subject to a minimum fee of £300 for international trips (to include BLT's assistance with cancellations etc.). Any residual balance of the original fee paid, should there be any, will be added as a credit to your account for use against the next trip that BLT plans / books for you. This credit is not refundable in any other form. Similarly, should you decide that you wish BLT to research an entirely new trip for you, this would be billed as a new itinerary. Where all or part of a cancelled trip is booked using points / miles then BLT will credit 50% of the fees charged for these elements, subject to a minimum fee of £100.
6.b. If you are forced to cancel a trip for reasons beyond your control then BLT will do its utmost to facilitate the cancellations (or postponement and rebooking if requested) in the most advantageous (or least monetarily costly) way possible on your behalf. Typically you will have comprehensive travel insurance in which case it will be up to you to recover any losses you incur as a result of trip cancellations from your policy. BLT's fees would remain payable subject to the terms and conditions detailed above and below. BLT is unable to assist in dealing directly with your travel insurance providers but will assist in the provision of documentary evidence to facilitate your claim.
7. BLT does not offer financial advice. Where BLT suggests or recommends credit or charge cards, it does so purely on the basis that the product possesses the ability to accrue air miles or loyalty points by virtue of any spend you make using the card and / or because of any privileges or benefits you would be entitled to as a holder of the card. BLT does not take in to account any of the following when suggesting / recommending any card product: interest rates / late payment penalties / the customer service provided by the card issuer or the impact any application for any given product might have on your credit history and rating. BLT specifically excludes any responsibility for loss or damage resulting from any application and subsequent use of any product BLT may suggest or recommend to you on the basis of its points earning or other benefits. BLT strongly advises that if your circumstances are such that you are not always able to ensure full monthly payment of the monthly statement balance on any credit or charge cards that the resultant interest charges and / or penalties will rapidly negate any benefit you MAY receive in the earning of air miles and loyalty points. It is your responsibility to be fully aware of the terms and conditions for any credit or other payment card you apply for or already have, and you should pay particular attention to the fair use policy of the card providers.
8. Airline and hotel loyalty schemes are subject to change by the airlines or hotel groups at short notice. These changes might include changes to terms and conditions or to redemption and/or earning rates for miles and points. The terms and conditions as well as the earning rates and benefits of credit or charge cards are subject to similar changes. BLT is not liable for any reduction in benefits as a result of such change.
9. BLT strongly recommends that you have comprehensive travel insurance cover. BLT does not recommend any particular insurance product and is not authorised by the Financial Conduct Authority to arrange insurance for you. It is your responsibility to ensure that all members of your travelling party have the relevant, valid documentation (including any documentation relating to testing or vaccination certification for Covid-19 required by any of the airlines you are booked to fly with, the countries you are due to visit or transit or in order to return to the UK at the end of your trip) for any itinerary BLT is planning on your behalf before departure – for example passports with sufficient validity beyond the planned return date for your trip, entry visas, ESTA’s etc.
10. BLT also strongly recommends that you are up to date with any tests, vaccinations / inoculations which might be appropriate or recommend by the various government and medical advisory services for the destinations / areas you are travelling to and the type of activities you might be engaging in and / or the standard of accommodation in which you will be residing while travelling. BLT does not offer medical advice of any kind.
10.1 COVID-19
10.1.a) BLT recommends that clients follow all FCDO travel advice.
10.1.b) BLT will endeavor to provide clients the latest information regarding travel restrictions relating to the destination or destinations they are due to visit.
10.1.c) If a BLT client chooses not to follow FCDO travel advice in relation to any trip BLT has organized or is organizing for them, BLT accepts no liability whatsoever arising from this decision.
10.1.d) BLT will endeavor to make clients aware of any changes travel service providers (e.g. airlines or hotels) have made to the nature of the service or to the availability of facilities they would ordinarily be providing due to any requirement from local government/s to comply with advice and guidelines designed to control and restrict Coronavirus infections. These changes are ordinarily made available on the service provider's websites and it is the responsibility of the client to check these to ensure they are happy to proceed with the booking of their trip. BLT will also endeavor to make clients aware of any specific airline or hotel testing or certification requirements related to Covid-19 but, as above, any such requirements are ordinarily made available on the relevant travel service provider websites and it is the responsibility of the client to make themselves aware of any which relate to their specific trips.
10.1.e) BLT will endeavor to provide clients with details of sources of current FCDO and other government advice regarding travel abroad in general and to the specific destination the client has booked for their trip but they are typically available in detail at: https://www.gov.uk/foreign-travel-advice
11. BLT charges fees for its services.
11.1 Hotel and Resort accommodation / Flight booking and concierge fees.
11.1.a) By arrangement on a 'per trip' or full travel management basis. Fees vary according to trip value, complexity and booking channel used and are typically between 5% and 10% of the trip value.
11.1.b) The minimum fee is £300 for International trips and £150 for UK trips*.
11.1.c) A 50% deposit of the estimated trip fees, subject to a minimum of £300 for International trips and £150 for UK trips, is payable in advance of trip research commencing unless otherwise agreed.
11.1.d) The balance, if there is one, is payable either: 30 days before the trip departure date or: at the point when the trip research / planning / booking (if BLT is making bookings on your behalf), has been completed - whichever is the sooner.
11.1.e) If BLT is requested to research flight options and / or to book flights on a client's behalf our fees are 7.5% of flight tickets cost unless otherwise agreed. Fees may vary according to complexity of the flight itinerary, number of passengers, and ticket values. A minimum fee of £150 applies.
11.1.f) Where a trip includes bookings made all or in part with ‘miles and points’ from a client’s loyalty programs, these are charged at the applicable BLT Loyalty Program concierge rates - see section 11.2 below.
11.1.g) Any changes of flights / dates / accommodation etc made after completion of the originally agreed booking will be charged at a rate of £200 per hour or part thereof with a minimum charge of thirty minutes (i.e. £100) and in increments of 15 minutes thereafter.
11.1.h) General travel consulting / advice is charged at our standard rate of £200 per hour or part thereof. A minimum charge of 30 minutes applies and in increments of 30 minutes thereafter.
11.1.j) A 50% surcharge applies to minimum and hourly fees for 'out of hours' service. Out of hours is defined as Weekends / Bank Holidays and between the hours of 7pm and 8am on weekdays. An additional fee of £200 applies between the hours of 10pm and 7am.
11.1.k) In the event a trip is cancelled, please refer to terms 6.a. and 6.b. above.
11.1.j) Where breakfast is offered 'on the house' as part of the 'breakfast on the house' on 'room only' rates the following terms apply: Breakfast is not guaranteed on points or corporate hotel bookings but we will do our best to have it included wherever possible. 'Breakfast on the house' is guaranteed for up to two adults per room per night where BLT clients book the 'best flexible room only' rate or equivalent where these are available at BLT 'preferred partner' properties and BLT 'preferred hotels and resorts collection' ('Blue Lagoon collection' per the website portfolio) bookings ('breakfast on the house' guarantee does not apply where promotional / discounted room only rates are booked (for example 'long stay or 'stay 7 pay 5' type promotions). Breakfast included will be as per the standard 'B&B' breakfast offering of each property whether that is buffet or 'a la carte'. For all other luxury leisure stays booked at resorts included in the Blue Lagoon portfolio (listed as 'Luxury portfolio' in the portfolio list) breakfast will usually be included where 'best flexible room only' rates are available subject to the above conditions. Blue Lagoon will confirm with the hotel booked that breakfast will be included on the 'room only' rate booked and where this is not confirmed, Blue Lagoon will request the property to invoice BLT directly for the cost of the breakfasts. If for any reason breakfast is not then subsequently included on a complimentary basis - or refunded to the client if billed in error at check out - then BLT will waive their fee with regard to the hotel stay.
*A 'trip' includes: Flights / Hotels or other accommodation / 'other' transport - e.g. to and from airports - and any additional elements of the trip (e.g. activities) which are booked or arranged by BLT. Trip value does not include food / drink or ad hoc activities except where included in the initial trip cost – for example where accommodation includes half / full board or all-inclusive elements.
11.2 Loyalty Program Booking and Concierge Fees.
11.2.a) BLT charges £2/1,000 miles redeemed with airline programs and fees start from £1/1,000 points redeemed with hotel programs. Where rooms rates are between $1,000 and $2,000 per night, fees start from £1.50 per 1,000 points redeemed where 'standard room awards rates' are available and where room rates are over $2,000 per night then fees start from £2.50 per 1,000 points redeemed where 'standard room awards rates' are available. Eurostar redemptions are charged at £10.00/1,000 Club Eurostar points.
11.2.b) Where a redemption forms part of a trip being researched by BLT Travel Concierge, the relevant fee will either be included in the trip deposit or invoiced once the trip research and planning is complete.
11.2.c) Where a redemption includes a companion or upgrade voucher there is an additional charge of £100.
11.2.d) Where a redemption includes a complimentary night (i.e. where no points are redeemed), either with a '5th night free with points' promotion or 'free night certificate’ there is a charge based on the points that would otherwise have been required for that night, subject to a minimum charge of £100.
11.2.e) A 50% surcharge applies to minimum and hourly fees for 'out of hours' service. Out of hours is defined as Weekends / Bank Holidays and between the hours of 7pm and 8am on weekdays. An additional fee of £200 applies between the hours of 10pm and 7am. A minimum charge of 30 minutes applies and in increments of 30 minutes thereafter.
11.2.f) There is a minimum redemption fee of £75 per ticket. Where redemptions are required to be made via an airline call center any additional time beyond the first 15 minutes spent on the call is charged at our standard rate of £200 per hour in increments of 15 minutes and with a minimum charge of 15 minutes. This is in addition to the minimum redemption fee.
11.2.g) In the event that air mile or hotel point redemption bookings are cancelled for any reason, BLT will facilitate the cancellations in order to repatriate the original points used and any taxes or fees paid as part of the booking, subject to the terms and conditions of the airline or hotel loyalty programs and / or the terms and conditions of relevant flight or accommodation booking. BLT will then issue a credit for 50% of the BLT fees charged for the redemption bookings which can be used towards the next trip or booking the client makes with BLT, subject to a minimum cancellation fee of £150. This credit is not refundable in any other form.
11.2.h) Where BLT is required to speak to airline call centers on a client’s behalf e.g. in the case of complex ticketing or when the airline website does not have the necessary functionality to enable the required bookings or any other transactions to be made online, BLT charges £200 per hour between the hours of 8am and 7pm UK time Monday to Friday. A 50% surcharge applies to minimum and hourly fees for 'out of hours' service. Out of hours is defined as Weekends / Bank Holidays and between the hours of 7pm and 8am on weekdays. An additional fee of £200 applies between the hours of 10pm and 7am. A minimum charge of 30 minutes applies and in increments of 30 minutes thereafter. Out of hours charges apply in addition to BLT's standard redemption fees.
12. BLT does not handle client funds. All client bookings are made direct with the accommodation, transport or activity provider, DMC, travel agent or tour operator, using the clients’ own credit or debit cards (or occasionally by bank transfer). It is the client’s responsibility to ensure they are comfortable with the level of financial protection provided to them by the terms of their bookings with the various service providers, by their credit cards, by their travel insurance or by the travel agent’s or tour operators’ membership of any association providing such cover as part of any booking made in this way.
13. Where BLT is engaged to research and / or book redemptions using airline miles or hotel points clients are required to give BLT full access to their loyalty program accounts such that BLT is able to facilitate redemption bookings on a clients’ behalf. This may include BLT being a 3rd party nominee or travel coordinator on such accounts. Clients will also be required to provide BLT with the credit card details necessary to complete payment for any such bookings. Where BLT has been provided account login details and / or credit card details, these will be stored in a secure spreadsheet with notes to cells for additional protection and with key details (such as security code / expiry dates) further protected by an additional code known only to BLT.
14. By commissioning trip research and planning of any kind the client is accepting all of BLT’s terms and conditions.
15. Unused trip research, for example where a booking is made with only partial use of BLT advice or where you decide either not to go on a trip or to ask for entirely new research, will be billed at £150 per hour.
16. From time to time BLT receives referral bonuses as per the terms and conditions of various card issuers on a selection of the cards it recommends. BLT will never recommend a card unless it believes that the sign up bonus, ongoing reward earning and / or other benefits of the card are worthwhile for the client. In all cases where BLT does receive a referral bonus, the client will usually receive an enhanced bonus, greater than that which they would receive if they applied for the same card directly from the card issuer.
17. BLT is registered under the Data Protection Act 1988 with the Information Commissioner. Its registration number is: A8163413.
18. BLT excludes all implied conditions, warranties, representations or other terms that may apply to the provision of its service (except as set out in this terms and conditions).
19. BLT's liability shall not exceed (i) the lesser of £1,000 or (ii) the amount you have paid for the advisory services that you have received in respect of which BLT may be liable to compensate you. If you wish to increase this limit, you may ask us to do so but an additional fee will be payable.
20. BLT will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with loss of profits, sales, business, or revenue; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or any indirect or consequential loss or damage.
21. BLT will not share your information or data with third parties unless you give your permission for BLT to do so. BLT may be under a legal obligation to disclose your personal data. BLT may need to share your personal data in order to protect BLT rights, property. BLT may share your personal data by exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
22. BLT will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.
23. All information you provide to BLT is stored on BLT's secure servers. Where BLT has given you (or where you have chosen) a password which enables you to access certain parts of BLT's systems, you are responsible for keeping this password confidential. BLT asks you not to share a password with anyone.
24. Unfortunately, the transmission of information via e-mail and/or the internet is not completely secure. Although BLT will do its best to protect your personal data, we cannot guarantee the security of your data transmitted to BLT; any transmission is at your own risk. Once BLT has received your information, we will use strict procedures and security features to try to prevent unauthorised access.
25. These terms are regularly updated. It is your responsibility to ensure that you review these terms and conditions on a regular basis.
Last Updated: 4th January 2024