Terms and Conditions

Last Updated: October 2024

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All bookings made with Long Travel, Completely Croatia, or Completely Travel are subject to the following terms and conditions. These can also be found on our websites:

Long Travel, Completely Croatia, and Completely Travel are trading names of ASC Travel Limited, a company registered in England and Wales with company number 10447533.
Registered Office: 3rd Floor, 86–90 Paul Street, London EC2A 4NE.

1. Your Holiday Contract

By making a booking, you confirm you have the authority to accept and agree to these terms on behalf of your party. A contract is formed once we issue your Confirmation Invoice. We reserve the right to correct errors and revise prices prior to confirmation. This contract is governed by English Law, and both parties agree to the jurisdiction of the English Courts. Customers may opt for the law and jurisdiction of Scotland or Northern Ireland if preferred.

2. Financial Protection

ATOL Protection

We are ATOL protected under licence number 2654. When purchasing a flight-inclusive package, you will receive a Confirmation Invoice and an ATOL Certificate. This certificate confirms what is protected and who to contact if issues arise. For more details, visit: www.atol.org.uk/ATOLCertificate.

ABTOT Protection

We are also a member of ABTOT (Association of Bonded Travel Organisers Trust Limited), membership number 5575, providing protection for:

Non-flight packages
Refunds for untraveled bookings
Repatriation where transport is included

For assistance while abroad due to our insolvency, contact ABTOT’s 24/7 helpline on 01702 811397.
Details of the relevant regulations can be accessed here: The Package Travel and Linked Travel Arrangements Regulations 2018

3. Your Holiday Price

Prices may change before booking. You will be notified of the current price before payment. Our air package prices include a £2.50 ATOL Protection Contribution.

A non-refundable deposit is required at booking (amount confirmed at time of booking).
Final balance must be paid at least 12 weeks before departure.
Failure to pay on time may result in cancellation and applicable charges (see Clause 6).

Price changes may occur due to fuel costs, taxes, or exchange rate fluctuations. If an increase exceeds 2%, you will be charged the additional amount. Increases of more than 10% allow you to cancel or change your booking with a full refund.

4. If You Change Your Booking

Changes after your confirmation invoice are subject to:

£35 admin fee per person, plus any additional costs incurred
Requests must be submitted in writing by the lead booker

Some bookings (e.g. flight tickets) are non-changeable and may result in 100% cancellation fees.
Bookings may be transferred to another person if:

Authorized in writing
The new passenger accepts and meets all terms
New insurance details are provided

5. If You Cancel Your Holiday

Cancellation requests must be made in writing by the lead booker. Cancellation charges apply (see Clause 6). If covered under your insurance policy, you may be able to reclaim cancellation costs.

6. If We Change or Cancel Your Holiday

We reserve the right to make changes or cancel bookings. Minor changes (e.g., flight time changes under 12 hours, aircraft type, or accommodation of equal/higher standard) do not entitle compensation.

Major changes include:

Change of airport (excluding between London airports)
Change in accommodation to lower standard
Flight time change over 12 hours

You will be offered:

An alternative holiday of equal/lower value (with refund of price difference)
Or a full refund

Cancellation Charges (if you cancel):

Notice Before DepartureCancellation FeeMore than 60 daysDeposit + 100% of flight costs60 days or less100% of total cost

Compensation (if we cancel or make a major change):

Notice PeriodCompensation (per person)More than 56 days£056 – 43 days£1042 – 29 days£1528 – 15 days£2014 – 0 days£30

No compensation is paid for changes caused by force majeure, including war, terrorism, strikes, natural disasters, or other unavoidable events.

7. Complaints

If a problem arises while on holiday, please inform the relevant supplier (e.g., hotel) immediately.
Unresolved issues must be submitted in writing within 28 days of returning home to:

ASC Travel Ltd
86–90 Paul Street
London, EC2A 4NE

8. Complaint Resolution

Unresolved complaints may be referred to ABTOT’s arbitration service.

9. Holiday Insurance

You must hold valid and comprehensive travel insurance covering your entire trip. Proof of insurance may be required.

10. Special Needs & Requests

Please inform us at the time of booking of any special requests. We will do our best to accommodate but cannot guarantee them. Requests do not form part of the contractual agreement.

11. Seasonal Factors & Facilities

Facilities such as pools, restaurants, and local amenities may not be available at all times due to seasonality. This is reflected in pricing. We are not liable for limited access due to seasonal operations.

12. Brochure/Website Accuracy

Content is correct at the time of publication, but may change due to external factors. We are not responsible for changes made by suppliers (e.g. décor, facilities). Images and descriptions are illustrative only.

13. Health & Safety

Properties comply with local regulations which may differ from UK standards. We will highlight known hazards when possible.

14. Security & Cleaning Deposits

Some self-catering properties require a security deposit to cover damage or cleaning. You are liable for any costs exceeding the deposit.

15. Special Offers

Special offers cannot be combined or applied retroactively unless stated. Flight supplements may apply.

16. Our Liability to You

We are responsible for proper performance of your contract. Compensation may be offered unless failure is:

Due to your actions
Caused by third parties
Due to unavoidable events or force majeure

Our liability (excluding death or injury) is capped at twice the cost of your holiday.

Our liability may also be limited under:

Montreal Convention (air travel)
Athens Convention (sea travel)
Berne Convention (rail)
Paris Convention (accommodation)

17. Personal Injury Outside the Booking

We may assist in the event of injury or illness from non-booked activities (at our discretion), up to a cost of £5,000. Written consent is required for legal action support.

18. Passport, Visa & Immigration

It is your responsibility to ensure valid travel documents. We are not liable for travel issues caused by failure to comply with passport, visa, or immigration requirements.

19. Data Protection

We comply with the Data Protection Act 1998 and any subsequent amendments, safeguarding your personal information in accordance with legal standards.

20. Severance Clause

If any clause of this agreement is found to be unenforceable, the remaining provisions shall continue in full force and effect.