Terms & Conditions
The purchase of any travel services offered by Heathrow Travel, LLC., doing business as FLOTOURS (hereinafter "FLOTOURS") constitutes a contractual arrangement between you and FLOTOURS, and represents your acceptance of the FLOTOURS Terms & Conditions set out herein. Please ensure that you read carefully and understand these Terms & Conditions prior to booking. You are advised to check on the Web sites or to request the latest version of the Terms & Conditions from your Travel Agent or FLOTOURS prior to booking your tour.
Deposit & Final Payment:
A non-refundable, non-transferable land deposit of $1000 per person per tour is required for FLOTOURS to reserve space for you, with some limited exceptions as noted below. FLOTOURS accepts checks, money orders, Visa, MasterCard, Discover/Novus, and American Express. Your booking is not confirmed and payment is not deemed made until the deposit is received by FLOTOURS and you receive a confirmation invoice. Your reservation will be automatically cancelled if deposit is not received by FLOTOURS by the deposit due date. On certain departures, deposits may be required at time of booking to hold or to confirm space for you. Payment of the deposit indicates you have read and accepted these Terms and Conditions.
Please review and verify your booking invoice thoroughly and contact your Travel Agent or FLOTOURS immediately if your invoice appears to be incorrect or incomplete, as it may not be possible to make changes later. FLOTOURS cannot accept responsibility if we are not notified of inaccuracies within 5 days of sending out the invoice. In the case of billing errors, FLOTOURS reserves the right to re-invoice you with correct pricing.
Final payment for your tour is due 60 days prior to commencement of services, with some limited exceptions as set forth below. If final payment is not received by the due date, your reservation will be canceled and your full deposit, including Travel Protection payments and any air deposits or Instant Purchase Air purchases (including applicable fees), will be retained by FLOTOURS.
FLOTOURS is not responsible for canceled land and/or air reservations in the event payment is not received by the final payment date. Payment in full is required at time of booking for reservations made within the final payment date of your tour (in most cases, within 60 days of departure).
For group reservations, Travel Agents should refer to the Group Policy, which will be provided to you by FLOTOURS upon request. Acceptance on the tour is subject to presentation of the Traveler Certificate, which will be available in your final Travel Documents.
Exceptions Apply to These Tours:
- Promotional Tours/Deals: Full-payment is required at the time of booking. Non-refundable at any time.
- Airfares: Due at the time of booking. For cancellations, individual airline's cancellation rules apply.
- Cruises: A deposit of 50% of total trip cost is required at the time of booking. Final payment should be made no later than 60 days prior to departure.
- Customized tours: A deposit of 50% of total trip cost is required at the time of booking. Final payment should be made no later than 60 days prior to departure. Custom cancellation policy apply depending on the destination and itinerary.
- Agent Fam Trips: Full payment is required at the time of booking and it is non-refundable at any time.
Air-Inclusive Tours Payment Terms:
The following additional payments are required for International or domestic air added to the start and/or end of your tour and/or for Intra-tour air as specified in the itinerary. International or domestic air and/or Intra-tour air price quotes will show how much of your total trip cost is made up of government-imposed taxes and fees applicable at the time of booking. Air pricing is guaranteed upon receipt of full land plus air deposit or land plus full airfare price depending on type of airfare purchased. Airfare prices include all taxes, fees and fuel surcharges though may be broken out into separate invoice line items.
These taxes and fees include:
- September 11th Security Fee up to $10 per person
- Passenger facility charges up to $18 per person
- Federal domestic flight segment fees up to $3.70 per segment
- All U.S. and International arrival and departure and other government-imposed fees added by the airlines and applicable at the time of booking.
Booking Cancellations & Cancellation Fees:
For individual reservations, the following per person cancellation fees apply. (For group reservations, refer to the Group Tour Policy.)
Standard Cancellation Fees for escorted tours:
- 60-30 days prior to commencement of services: 25% of total price* plus any airline penalty if applicable
- 29-15 days prior to commencement of services: 50% of total price* plus any airline penalty if applicable
- 14-8 days prior to commencement of services: 75% of total price* plus any airline penalty if applicable
- 7-0 days prior to commencement of services: 100% of total price* plus any airline penalty if applicable
Cancellation fees may also apply to any additional services, including extra night accommodations, independently supplied services, and optional excursions reserved prior to, during, and after the tour. Cancellation penalties will be quoted at time of cancellation.
FLOTOURS reserves the right to cancel or reschedule any tour departure for any reason, including insufficient demand or force majeure. If a tour is canceled prior to departure, FLOTOURS' only responsibility will be to issue a FLOTOURS voucher. FLOTOURS Vouchers are non-transferable and non-refundable, redeemable for travel only and no cash value, are valid for travel within 18 months of the date of issue, but no later than 24 months from the date your trip was cancelled.
FLOTOURS will try to rebook the same tour with a different departure date or a similar tour, but there is no guarantee of availability of offering. For air-inclusive tours, FLOTOURS will try to confirm air schedules for the selected new dates, subject to availability. FLOTOURS cannot assume responsibility for any additional costs or any fees relating to the issuance and/or cancellation of air tickets or other travel arrangements not made through FLOTOURS.
Revisions and Revision Fees:
In addition to any airline imposed change fees, a fee of $50 per transaction will be charged by FLOTOURS for any alteration or revision made to a reservation after deposit or payment is received. Any revision to a booking, including but not limited to flight cancellations or name changes, may result in the loss of confirmed airline reservations or increased airfare which will be payable by you. In many instances for air purchases airline revision or change fees are up to $300, but in some instances may be up to 100% of the ticket price.
Instant Purchase Air and associated service fees are non-refundable and non-changeable after 24-hours from purchase thus alterations or revisions to a booking with Instant Purchase Air will require new air to be purchased and is subject to full payment as above. Payment of refundable air taxes will be applied to the amended booking.
Intra-tour air and hotel penalties may also apply to alternations or revisions to a booking and may be up to 100% of the full price.
A change of traveler name, tour date, or itinerary will be treated as a full cancellation and considered as a new reservation; tour and airfare cancellation fees (as above) apply.
International airfare may be purchased through FLOTOURS for travel originating from the United States. All carriers are independent operators and are not owned, managed or operated by FLOTOURS. Your airline ticket is a contract between you and the air carrier only, even if you purchase through FLOTOURS. By purchasing your air services through FLOTOURS you waive all liability for FLOTOURS for such air services. FLOTOURS is not responsible if an airline cancels, reschedules, or delays a flight for any reason.
If you purchased air through FLOTOURS, we will try to assist in making new arrangements providing you have not already checked in with your airline for your first flight segment. After check-in, you must work with the airline directly to reach your destination or to make any alternate arrangements including amendments to return services. Please be aware airline fees often apply for modifications to air schedules not related to airline imposed flight cancellations, reschedules or delays. These fees will be payable to the airline directly at time of request. If you miss your departure flight or connection, it is your responsibility to work with the airline on which you are ticketed to reach your destination.
No refunds will be provided by FLOTOURS for portions of trips missed due to canceled, rescheduled or delayed flights after airport check-in, nor is FLOTOURS responsible for any additional expenses you may incur prior to joining your trip if you miss your departure flight or flight connection. For air purchased through FLOTOURS, if any air schedule requires an overnight stay in a gateway city, FLOTOURS can assist you with hotel reservations; however, the cost of the overnight stay (including but not limited to hotel and meals) is your expense.
Air routings are subject to availability. Routings are not guaranteed and are subject to change at any time. If you make your own flight arrangements, FLOTOURS will not be responsible for any loss resulting from cancellation or changes in international gateways, itineraries or travel dates.
We recommend that you do not purchase airline tickets with high penalty charges for changes. Under the new Secure Flight Program enacted by the U.S. Department of Homeland Security, the Transportation Security Administration (TSA) requires airlines to collect information from you for the purposes of watch list matching. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. At time of booking a tour with air reservations, FLOTOURS will collect the required information and add to your air booking to pass to the airline(s) for the Secure Flight Program. The information includes full name, date of birth, gender and redress number (if available). Failure to provide the required TSA information at time of booking will result in the loss of confirmed flights and airfare price as information is required for ticketing. Rebooking lost airfare is subject to schedule availability at time of rebooking and may result in alternate flight schedules and/or increases in airfare price. Any increase in airfare price is payable by you. TSA information is required at time of booking for Instant Purchase Air. Participation: For the benefit of everyone on your tour,
FLOTOURS reserves the right to accept or reject any tour participant and to remove any participant whose conduct is deemed incompatible with the interests of the other participants. FLOTOURS will not refund or cover any cost or expenses incurred for termination of tour arrangements due to unacceptable behavior.
Travelers Who Need Special Assistance on Tours and/or Cruises:
You must report any disability requiring special attention while on tour or on cruise to FLOTOURS at the time the reservation is made. FLOTOURS will make reasonable attempts to accommodate the special needs of disabled travelers, but is not responsible in the event it is unable to do so nor responsible for any denial of services by air carriers, hotels, restaurants, or other independent suppliers. FLOTOURS cannot provide individual assistance to a tour participant for walking, dining, getting on and off motorcoaches, cruise ships and other vehicles, or other personal needs. FLOTOURS strongly recommends a qualified and physically able companion must accompany travelers who need such assistance. All travelers with FLOTOURS are subject to the Participation clause above. Not all sightseeing stops/sites accommodate wheelchairs and some locations and sightseeing activities require extensive standing, sitting or walking, sometimes on unpaved or cobblestone streets.
FLOTOURS is not responsible for any missed activities due to a participant's inability to participate with the group. The Americans with Disabilities Act is only applicable within the United States and facilities for disabled individuals are limited outside its borders. Most transportation services, including the touring motorcoaches and cruise ships, are not equipped with wheelchair ramps. Motorized scooters are not typically suitable on international tours. With prior permission and waivers, we will attempt to accommodate motorized scooters on domestic tours, depending on the suitability of the itinerary.
Travelers who are under 18 years old on the departure date must be accompanied by an adult throughout the tour and are requested to share an adult's accommodation. Children under 8 years of age are not allowed on FLOTOURS tours except on FLOTOURS Private Tours where children age 5 and older are welcomed.
Due to heightened security, many countries have adopted practices to prevent international abductions of children. If a child will be traveling with adults other than the parents or with only one parent, it is recommended that a notarized letter be written by the parents or non-traveling parent granting authorization to travel, including the dates of travel. We suggest that you also contact the appropriate consulate and airlines because they may have additional requirements or recommendations.
Smoking is not allowed on transportation that is exclusively provided by FLOTOURS. As a standard rule, FLOTOURS confirms non-smoking hotel rooms. If you require a smoking room a request may be submitted, but we cannot guarantee availability.
All tour prices are based on rates (reflecting foreign exchange rates) known at the time of publication and expected to be in effect at the time of departure, and do not include airfare except where noted on specific itineraries. Tour prices are per person, based on double occupancy (two people sharing a room). Single room supplements and triple reductions or pricing are listed where applicable. Not all accommodation types are available on all tours. Prices are subject to increase without notice, subject to the guarantees set forth below. Once FLOTOURS has received your full land deposit for any land tour that land tour price is guaranteed and you are protected against any land price increase due to currency surcharge. Any subsequent land cost increases are at FLOTOURS' expense, not including energy cost increases and/or any government tax increases. Pricing for air-inclusive tours, including those with Intra-tour air, are guaranteed when FLOTOURS has received your full land plus air deposits and/or full air payment as noted above.
FLOTOURS reserves the right to ticket air bookings, and tours with Intra-tour air, upon receipt of full land and air deposits thus any subsequent revisions made at your request are subject to airline-imposed change fees, cancellation fees and/or changes in airfare price, which are your responsibility to pay. Instant Purchase Air is ticketed upon receipt of full air payment and thus full cancellation fees as noted above apply. International air is only available to passengers traveling from the United States and only available when booked in conjunction with a land tour.
Visas & Passports:
You are responsible for obtaining and paying for all visas and entry documents, for meeting all health and other requirements, and for any documents required by the laws, regulations, orders, and/or requirements of the countries you will visit. Visa and entry documents must be obtained independently. Non-U.S. citizens must consult with appropriate consulates to determine if any visas are needed; you are responsible for obtaining all visas and entry documents independently. FLOTOURS is not responsible for providing you with specific visa and passport information or documentation, for any fees associated with obtaining these documents, and FLOTOURS cannot accept liability for any passenger refused entry onto any transport or into any country due to failure of the passenger to carry correct documentation. All passengers traveling internationally are required to have a passport.
Most countries require that the passport be valid for at least six (6) months beyond the conclusion of your trip. It is recommended you have a minimum of three blank pages in your passport when traveling, as many countries require blank pages. Multiple-entry visas are required for some tours. It is your responsibility to verify all visa and passport requirements. The process of obtaining a visa and/or passport can take up to three months or more. Some government agencies in foreign countries require FLOTOURS to collect and pass on certain personal and other details related to you, including but not limited to government-issued identification and passport details. If you fail to supply the details as requested fully and accurately, your trip may be interrupted or cancelled. There are no refunds for failure to provide documentation or failure to provide documentation by the time required. Hotels, Accommodations & Transportation: The hotels listed on this website are intended to be used on all departures; however hotels are not guaranteed.
FLOTOURS reserves the right to substitute other hotels than those listed on the itinerary pages. If a change becomes necessary for any reason, including alternate hotels for additional departures on the same date, or hotel location changes within or outside itinerary cities, the hotel substituted will be of equivalent or higher quality, when available, to those shown. No refunds are provided for hotel changes; full cancellation penalties as noted above apply. Every effort is made to reserve only twin-bedded rooms. Occasionally, some hotels will only provide double-bedded rooms. These rooms will be allocated to couples. Please note that check-in times vary worldwide; FLOTOURS cannot control or guarantee check-in times. In the rare event that included train or air services are unavailable, alternate services will be provided.
Itinerary timings are approximate and may be subject to change.
Porterage at hotels for one suitcase per person is included in the tour price. Airport/port/train station porterage is not included unless otherwise specified in your travel documents. Please be prepared to carry your own suitcase on and off airplanes and trains and through airports and train stations. Due to limited motorcoach capacity, your single bag should have dimensions not exceeding 30"x21"x11" and weight not exceeding 50lbs (22kg) unless otherwise noted in your Travel Documents. We regret that we are unable to accept a second suitcase or any luggage exceeding these limits on any tour.
Some tours have more restrictive regulations than listed above. Please refer to your Travel Documents for more information. Air carrier restrictions may vary from the limitations listed above. Size and weight limitations for carry-on and checked baggage vary from airline to airline and even according to destination, and are becoming more restrictive. After booking, up-to-date information on carrier specific standard checked baggage allowance (including size and weight limitations), the standard allowance (and fee, if applicable) for carry-on baggage, and the standard fee for the first and second checked bag, along with the information that additional discounts may apply depending on flyer-specific factors (.e.g. frequent flyer status, military, credit card used for purchase or early purchase over the internet, etc.) can be found on the carrier's website or by accessing www.iflybags.com. Please read this information carefully as FLOTOURS is not responsible for additional fees imposed by air carriers for baggage and these fees are not included in the airfare or the tour package price. You will be required to pay these fees directly to the airline at check-in.
Regulations within most airports require that travelers handle their own luggage through customs. No responsibility is accepted by FLOTOURS for loss of or damage to baggage or any of the traveler's belongings throughout the duration of the tour. Baggage insurance is recommended. Carry-on bags should not exceed the dimensions of 22"x14"x9". For safety reasons, wheeled carry-on bags are not suitable as hand luggage on motorcoaches and mini-buses.
Carry-on bags must be small enough to store in overhead bins or under the seat in front of you on motorcoaches and other transportation.
Passenger Travel Documents, including e-ticket itineraries, are sent by regular ground delivery approximately 2-3 weeks prior to departure, provided full invoice payment has been received. If available, a service charge per reservation is added for documents requested in advance and/or for 2-day delivery or for delivery to multiple addresses.
Please indicate at the time of reservation whether you prefer regular ground delivery or 2-day delivery (2-day delivery with related charges is required for reservations made within 45 days of commencement of services and for delivery outside the continental United States; charges will be quoted at time of reservation).
Gratuities are included for services during the land stay of your tour. This includes wait staff at included meals, hospitality staff at hotels for nights purchased through FLOTOURS, and porterage at hotels for one suitcase per person. Gratuities for your Tour or Cruise Director, Local Hosts, Local Guides, Tour Driver, and ship's crew are not included in the tour price and are discretionary.
Not Included in the Tour Price :
The following charges are not included in the land tour price: airfare to and from the start of your tour; Intra-tour air unless specified in the itinerary; airline baggage fees including checked and/or excess baggage fees; Federal inspection fees for the Federal U.S. Customs and Immigrations; International Air Transportation tax; agricultural tax; other per person taxes imposed by government entities; airport taxes and fees including the September 11th Security fee up to $10 per person, passenger facility charges up to $18 per person, Federal domestic flight segment fees up to $3.70 per segment, and U.S. and International arrival and departure and other government-imposed added by the airline and applicable at time of booking; port taxes; passports; visas and vaccinations; tips to your Tour or Cruise Director, Local Host, driver, Local Guides, and/or ship's crew; gratuities on ferries, trains, and cruise ships; laundry; telephone; minibar; alcohol, beverages, and food outside of the contracted FLOTOURS menu as presented at a hotel or restaurant or onboard your vessel (these extra items will be billed to you before leaving the hotel, ship, or restaurant); airport transfers on non-qualifying flights; optional excursions; additional activities and excursions purchased online; porterage at airports and train stations; Travel Protection; and all other items of a personal nature.
Please note that any request for refunds is subject to these Terms & Conditions; no refund will be made for unused services of less than 48 consecutive hours, for unused transportation where group activity tickets are involved or for voluntary modifications made by the traveler.
Airport transfers are complimentary with air booked through FLOTOURS on qualifying flights and dates. Not all flights or dates qualify. Customers not using the included transfer will not be given a cash equivalent or tour price reduction.
Service Inquiries after the Tour:
As it is difficult and sometimes impossible to properly investigate a complaint if FLOTOURS is not advised of such complaint quickly, any compensation you may have been able to claim could be reduced or even forfeited if you do not follow the complaints procedure set out in this clause. After returning from your tour, if you wish to inquire about any services provided, please ensure that all correspondence relating to those services is received by FLOTOURS, (see address under "Responsibility"). Any complaint or claim involving the tour services offered on this web site, involving the negligence of any suppliers, sub-contractors, or agents in relation to any service provided to the tour participant, must be notified to FLOTOURS while on tour or within 30 days of the tour completion, except where such time limitations are prohibited by law.
During local or national holidays or special events, peek seasons, on Sundays, and during religious occasions, certain facilities such as museums, churches, restaurants, sightseeing tours, hotels, and shopping may be limited or not available. Alternatives will be offered whenever possible. FLOTOURS cannot be held responsible for any closures, necessary itinerary changes or curtails for any reason.
Please be aware that during your participation in tours operated by FLOTOURS, certain risks and dangers may arise beyond our control, including but not limited to: the hazards of traveling in undeveloped areas; travel by boat, train, automobile, aircraft, or other means of transportation; forces of nature; political unrest; acts of lawlessness or terrorism; and accident or illness in remote regions without means of rapid evacuation or medical facilities. FLOTOURS will not have liability regarding provision of medical care or the adequacy of any care that may be rendered. While FLOTOURS will use its best efforts to ensure that adequate measures are taken, by agreeing to participate in a tour and/or optional excursions you agree that you will hold FLOTOURS harmless regarding any provision of medical care or the adequacy of any care rendered. FLOTOURS is not responsible for such risks and dangers that may arise beyond our control. Payment of your deposit indicates you accept these risks and dangers and agree to hold FLOTOURS harmless for such.
Photographs or Pictures:
Photographs or pictures appearing on this web site should be used solely as an indication of facilities and attractions. Actual facilities and attractions may vary according to itinerary. Maps shown on the tour pages are current at the time of printing and may not reflect the actual routing should the itinerary change.
Optional Excursions & Activities:
Optional activities and excursions ("the Services") available for booking are provided by local operators or other third parties that are entirely independent of FLOTOURS and do not form any part of the product or services sold to you by FLOTOURS or of these Terms & Conditions, even where FLOTOURS suggests particular operators/other third parties and/or assists you in booking such optional activities or excursions. Your contract for such Services will be with the organizer or operator of that Service and will be subject to its Terms & Conditions, which may contain exclusions or limitations of liability. FLOTOURS has no liability for any such optional activity or excursion or for any act(s) or omission(s) of the organizer or operator or for any of its employees or agents or any other person(s) connected with the optional activity or excursion. Any advice or assistance on or with any Service provided by any local representative does not mean or imply that the Service is sold, supervised, or controlled by FLOTOURS or that any such advice or assistance is given on behalf of FLOTOURS. Tour participants are asked to check with the operator of any optional activity or excursion and the applicable Terms & Conditions before booking.
For operational reasons, not all optional excursions listed in the tour itinerary, published online or in travel documents may be available during your tour. Your Tour Director will advise of availability while on tour.
Heathrow Travel, LLC. located at 3575 W. Lake Mary Blvd, Lake Mary, FL 32746, is an independent company ("the Company") licensed to market and distribute travel products under the FLOTOURS brand name, and arrange for the tour services offered on this web site, including transportation, sightseeing, and accommodations through independent contracts. Air carriers, accommodations, and other suppliers (including but not limited to trains, cruises, ferries, motorcoaches, hotels, and restaurants) providing services are independent contractors and are not agents, employees, servants, or joint venturers of the Company or its affiliates. All certificates and other travel documents for services issued by the Company are subject to the Terms & Conditions specified by the supplier, which are available upon request, and to the laws of the countries in which the services are supplied. The international carriage of passengers is subject to international conventions and treaties, where applicable. These international agreements limit and, in some events, exclude the carrier's liability to passengers (tour participants). Where any claim or part of a claim (including those involving death or personal injury) concerns or involves any travel arrangements (including the process of getting on or off the transport concerned) provided by any air, sea, inland waterways, rail, or road carrier or any stay in a hotel, the Company's maximum liability is the maximum which would be payable by the carrier or the hotel keeper concerned under the applicable international convention, treaty, or regulation applicable to the travel arrangements or hotel stay (e.g., the Warsaw Convention, the Montréal Convention for international travel by air, the EU Regulation on Air Carrier Liability for air carriers with an operating license granted by an EU country, the Athens Convention for international travel by sea) in that situation. After departure, if the services included in the tour cannot be supplied or there are changes in an itinerary for reasons beyond the control of the Company, depending on the circumstance, the Company will take reasonable action to arrange for the provision of comparable services. Any resulting additional expense will be the responsibility of tour participants, and any resulting savings will be refunded by the Company to tour participants. The Company reserves the right to accept or reject any person as a tour participant; to expel any participant from the tour; to make changes in the itinerary whenever the Company deems it necessary for the comfort, convenience, or safety of the participants; and to cancel a tour at any time. The tour participant agrees that neither the Company nor its affiliates shall be liable for any damage, loss (including personal injury, death, and property loss), or expense occasioned by any act or omission of any supplier providing services, any insurer or insurance administrator under the Travel Protection Plan, or any other person. Any dispute between the tour participant and the Company directly or indirectly relating to the Terms & Conditions shall be first submitted to mediation at Orlando, Florida, before a mediator mutually agreed to by the parties. If mediation is not successful, the dispute must be resolved by binding arbitration under Florida law. The prevailing party shall be entitled to an award of costs and reasonable attorneys' fees. Any action to enforce the arbitrator's decision shall be brought in the state or federal courts in the State of Florida. Arbitration against the Company must be commenced within one year following the date of tour completion. Neither the Company nor any affiliate shall in any case be liable for other than compensatory damages, and you hereby waive any right to punitive damages. No person, other than an authorized representative of the Company by a document in writing, is authorized to vary, add, or waive any term or condition on its Web site, including any term or condition set forth in the preceding provisions.