We want every minute of your Wimbledon break to live up to your expectations, and we will do our very best to make sure it does. Our booking conditions set out the contract between us clearly, so you know exactly where you stand. They reflect our responsibilities under the Package Travel and Linked Travel Arrangements Regulations 2018 (the Package Travel Regulations) and the ABTA Code of Conduct. Please take a few minutes to read them, and contact us if anything is unclear.
A1. Your booking
Once we have accepted and confirmed your booking by issuing a Confirmation Invoice, a contract exists between everyone named on the booking and Newmarket Holidays Limited (“we”, “us”, “our”). The Confirmation Invoice is sent to the person who made the booking, the Lead Name, or to your travel agent. In these conditions, “you” and “your” means everyone named on the booking, including anyone added later.
By booking, the Lead Name confirms they have the authority to accept, and do accept, these booking conditions on behalf of everyone in the party, and that everyone in the party is aware of and agrees to them. The Lead Name is responsible for the accuracy of the personal data given to us and for paying the total holiday price, including any cancellation charges that become due.
Our contract is governed by English law, and any dispute will be dealt with by the courts of England and Wales, unless you live in Scotland or Northern Ireland, in which case you may bring proceedings in your home courts or those of England and Wales. If you bring proceedings in Scotland or Northern Ireland, you may choose to have the contract governed by Scots or Northern Irish law instead; otherwise, English law applies.
We do not accept bookings from unaccompanied customers under the age of 18.
Money you pay to one of our authorised travel agents is held by them on your behalf until a contract exists between us, after which they hold it on our behalf.
A2. Group bookings
For bookings of ten or more people travelling together, we deal with the Lead Name only. Payment must be made by the Lead Name, by bank transfer, for both the deposit and the balance.
A3. Contacting us
You can contact us at any time by emailing customerservices@newmarketholidays.co.uk. If you booked through a travel agent, they will pass messages between us. For any time limits in these conditions, a message received by your travel agent is treated as received by us on the same date, though we are not responsible for advice or information your agent gives you that did not come from us.
A4. Your payment
Your Confirmation Invoice shows the amount paid and, if applicable, the balance due and its due date. Unless your invoice says otherwise, if only a deposit was required at the time of booking, your balance is due 12 weeks before departure. If we do not receive your balance by the due date, which is your sole responsibility, we will treat this as a cancellation by you and the cancellation charges in clause A6 will apply. If you book within 12 weeks of departure, full payment is due at the time of booking.
A5. Changes you want to make
If you want to change your booking, tell us as soon as you can and we will always try to help. Where a change can be made, the following charges apply, in addition to any cost charged by our suppliers:
You may also transfer your place to someone you introduce, without paying our cancellation charges, provided we receive your request by 30 June in the year of travel. We need this cutoff because the AELTC requires ticket holder names to be finalised ahead of the Championships for security and ticket issuance purposes. The new person must meet any conditions that applied to your booking, and all supplier costs plus an amendment fee of £35 per person must be paid before the transfer takes place. Requests must be made in writing to customerservices@newmarketholidays.co.uk.
Championships tickets are personal to the people named on your Confirmation Invoice. You must not advertise, offer for sale, or resell your tickets or your package publicly. Doing so breaches the AELTC's own ticket terms and conditions and will result in your tickets being invalidated and your package cancelled without refund. Further information about the terms applicable to Championships tickets can be found in Section F.
A6. Cancelling your booking
You can cancel your booking, or part of it, at any time before departure. Cancellation is only effective once we receive it in writing, by email, post, or through your travel agent, or by phone to our Customer Service team once you have answered our security questions. If your cancellation means someone else in your party is now travelling alone or no longer sharing a room, a single room supplement will apply if a single room is available.
The cancellation charge depends on how far ahead of departure we receive your instruction. These charges reflect our estimate of the costs we are unlikely to be able to recover by re-selling the cancelled services, and are shown as a percentage of the total price of your break, excluding any amendment or cancellation fees already charged, which we keep in any event:
If you have travel insurance that covers your cancellation, you can usually claim these charges back from your insurer, less any excess, but you must pay us first. You can cancel without paying any charge, and receive a full refund, if unavoidable and extraordinary circumstances at your destination significantly affect your holiday (see clause B4); in that case we will not charge any administration fee either, but no further compensation is payable.
A7. Your travelling conditions
Where your package includes coach transfers, your travel is also subject to the coach operator's own conditions of carriage, which in most cases limit their liability to you in line with the relevant law. If you, or anyone travelling with you, is refused boarding, including because we were not told in time about a medical condition or disability that affects your travel, we may be unable to assist and our responsibility for your break will end at that point. Full cancellation charges will apply, and we will not be able to offer a refund or compensation in these circumstances.
B1. Confirming your booking
Once we receive your booking and deposit, or full payment where applicable, we will send a Confirmation Invoice to the Lead Name within 24 hours, setting out exactly what you have booked. Please check it carefully as soon as you receive it and tell us immediately if anything looks wrong or incomplete, as it may not be possible to fix later. We cannot accept liability for any inaccuracy we caused if you do not tell us within 10 days of us sending the document (5 days for your final travel documents); we will still try to correct genuine mistakes reported later, but you will need to cover any extra cost involved.
B2. The price of your break and price changes
Once we have issued your Confirmation Invoice, we will only change your price in the limited circumstances set out here. We may increase your price only to reflect an increase in:
If any of these costs fall, you are entitled to a price reduction calculated on the same basis, after deducting our reasonable administrative costs, which we will show you on request. If we need to increase your price, we will tell you clearly in writing, showing how we calculated the increase, no later than 20 days before departure; we will not increase your price at all within 20 days of departure or for any reason other than those listed above.
If any increase amounts to more than 8% of your total holiday price, you can choose, within the time we specify, to accept the increase, accept an alternative holiday of equivalent or better quality if we can offer one, or cancel and receive a full refund of everything you have paid us. If you do not respond within the time given, we will treat you as having accepted the increase.
B3. If we need to change or cancel your booking
(1) Minor changes: Most changes we make are minor and will not affect your enjoyment of the holiday, for example a change of coach operator or vehicle, or a small change to timings. Where we make a minor change, we will let you know, but you are not entitled to cancel or claim compensation as a result.
Please note that your ticket guarantees your seat on No. 1 Court as shown on your Confirmation Invoice. It does not guarantee a particular match, player or round on that court, which is decided solely by the AELTC, can change at short notice, including on the day, and does not form part of our contract with you.
We recommend you do not independently book additional nights directly with your hotel until you receive your final travel documents, around 7 to 10 days before departure. If we do need to change your hotel before then, we cannot be responsible for any booking you have made directly with the original hotel, or for anything not booked through us and shown on your Confirmation Invoice.
(2) Significant changes: Occasionally, we may be forced by circumstances beyond our control to make a significant change to a main feature of your package, for example moving you to a hotel of a materially lower standard or a significantly less convenient location or withdrawing your Championships tickets or coach transfers. If this happens, we will tell you as soon as possible, in writing, and will set out: the change and its effect on price; details of any alternative holiday we can offer, including its price; your right to cancel and receive a full refund if you do not want the change or any alternative offered; and the time you have to let us know your decision. Except where we are prevented from providing your holiday by unavoidable and extraordinary circumstances (clause B4), we will not make a significant change within 14 days of departure.
If you cancel under this clause, we will refund everything you have paid within 14 days of your cancellation taking effect. If we do not hear from you within the time given, having reminded you once, we will cancel your booking and refund you in the same way.
(3) Minimum numbers: Group holidays need a minimum number of bookings to run. If we do not reach that minimum, we may cancel, and we will tell you no later than 7 days before the start of your break. We will refund everything you have paid within 14 days; no further compensation is payable.
(4) Cancellation for unavoidable and extraordinary circumstances: We may also cancel your booking if we are prevented from providing your package by unavoidable and extraordinary circumstances (clause B4). We will tell you as soon as reasonably possible and refund everything you have paid within 14 days; no further compensation is payable. We will try to offer you an alternative where we can.
(5) We may also cancel if you do not pay in accordance with clause A4, in which case the cancellation charges in clause A6 apply instead.
(6) A full refund without any cancellation charge only arises where we cancel under (3) or (4) above, or where clause A6 or B2 gives you that right. Circumstances that affect your ability to travel, rather than our ability to provide your holiday, do not entitle you to a full refund, and our normal cancellation charges are likely to apply. Government advice against travel does not automatically mean we are unable to provide your holiday.
B4. Unavoidable and extraordinary circumstances
Except where we say otherwise in these conditions, we cannot accept liability, or pay compensation, where our performance of your package is prevented or affected by unavoidable and extraordinary circumstances: a situation beyond our control, the consequences of which could not have been avoided even if we had taken all reasonable measures. This can include war, riot, civil unrest, terrorist activity, industrial action, natural disaster, adverse weather, fire, flood, serious illness outbreaks including epidemics or pandemics, and the closure of airports, ports or other transport hubs.
B5. Data protection
To book and provide your holiday, we need to collect personal data for everyone named on the booking, and we may share it with our suppliers and other third parties where necessary to fulfil our contract with you and to comply with the law. Full details are in our privacy policy at newmarketholidays.co.uk/privacy.
B6. Pricing errors
We work hard to keep our advertised prices accurate, but errors occasionally happen. If we spot a pricing error before we confirm your booking, we will tell you as soon as we become aware of it and give you the choice of paying the correct price or cancelling, with a full refund of anything already paid. Once we have issued your Confirmation Invoice, the price shown is correct and will not be changed because of a pricing error; from that point, your price can only change in the circumstances set out in clause B2.
C1. Our responsibility
We will make sure the arrangements we have agreed to provide are made, performed, and provided with reasonable skill and care. This means we will accept responsibility if, for example, you suffer death or personal injury, or your arrangements are not provided as promised, because we, our employees, agents or suppliers failed to use reasonable skill and care. If you want to make a claim against us, it is your responsibility to show that reasonable skill and care was not used.
We will not be responsible for injury, illness, death, loss, damage, or expense that results from: something you or a member of your party did or failed to do; the act of a third party unconnected with your package that we could not have foreseen or avoided; or unavoidable and extraordinary circumstances (clause B4).
We are not responsible for services that are not part of our contract with you, such as extras you arrange directly with your hotel, or excursions or tickets you buy independently during your break.
If we are found liable to you, and everything about your package has gone wrong so that you received no benefit from it at all, the most we will pay is three times the total price you paid for your package, excluding insurance premiums and amendment charges. This limit does not apply, and there is no cap, on claims involving death or personal injury, or loss or damage we, or those for whom we are responsible, caused intentionally or negligently, or any liability that cannot lawfully be limited. Where an international convention, such as one governing air, sea, or rail travel, sets a different limit for a particular claim, that limit applies instead, and we are entitled to rely on it.
We cannot accept liability for anything you could not reasonably have expected us to foresee, based on the information you gave us before booking, or for any loss that is not linked to a breach of contract or fault on our part, or for business losses of any kind.
C2. Special requests, medical conditions, disability and reduced mobility
Please tell us about any special requests in writing at the time of booking. We will try to meet reasonable requests, but cannot guarantee we can, and a request only forms part of our contract if we specifically confirm it in writing on your Confirmation Invoice.
There is a reasonable amount of walking between our coach park, or local stations, and the Grounds. If you or anyone in your party has a disability, medical condition or reduced mobility that may affect the performance of your package, please give us full details in writing at the time of booking and before we issue your Confirmation Invoice. If you need wheelchair-accessible seating within the Grounds, you must tell us at the time of booking: this seating is limited and is allocated by the AELTC well in advance of the Championships, often several months ahead, so it cannot be arranged on the day if not booked beforehand.
We will always try to meet your needs and will make reasonable adjustments to how we provide your package wherever we can. If, having properly considered your needs and after making reasonable adjustments, we are genuinely unable to provide suitable arrangements, we will tell you, and any deposit paid will be refunded in full. If full details were not given at the time of booking and we later find, despite reasonable adjustments, that we cannot meet your needs, we will treat this as an arrangement we are unable to provide: we will offer a suitable alternative where we can, or a full refund of everything you have paid, with no cancellation charge to you.
If you become ill, are injured, or suffer a bereavement during your break as a result of something that is not part of the arrangements booked with us, such as an independent excursion, we will offer advice and guidance, but our assistance does not extend beyond this.
C3. Your behaviour
You are responsible for any damage or loss you cause, and full payment must be made directly to the supplier concerned, or to us, as soon as possible. You are also responsible for any claims made against us, and costs we incur, as a result of your actions, so we recommend appropriate travel insurance.
If, in our reasonable opinion or that of a person in authority, your behaviour is likely to cause danger, damage, or distress to others, or to disrupt your transport, accommodation or the smooth running of the Championships, we may end your package arrangements immediately. In that case, our responsibility to you ends, you must leave your accommodation or the service in question, and we will not cover any return travel, expenses, or losses that result.
If something goes wrong during your break, please tell our representative or tour manager, and the supplier concerned, such as your hotel, straightaway, so we have the chance to put things right while you are still with us. If we do not have a representative for your break, or the problem is not resolved on the spot, please call our Customer Operations team, available 24/7, on 0330 160 4999 or email holidayhelp@newmarketholidays.co.uk. Please confirm any verbal complaint in writing as soon as you can.
If you are still unhappy once you are home, please write to us at customerexperience@newmarketholidays.co.uk with full details. We recommend doing this within 28 days of your return, as it helps us investigate properly while things are fresh, but this is guidance rather than a strict deadline, and it does not affect your statutory rights or any time limit that otherwise applies to your claim. If a delay in telling us about a problem genuinely reduced our ability to put it right at the time, we may take that into account when resolving your complaint.
Newmarket Holidays Ltd is an ABTA member, number V7812, and we are required to maintain a high standard of service under the ABTA Code of Conduct. If we cannot agree an amicable resolution, you can use ABTA's Alternative Dispute Resolution scheme (ABTA ADR) or the ABTA Arbitration Scheme, where available, or bring a claim through the courts of England and Wales, unless you live in Scotland or Northern Ireland, as set out in clause A1.
Find out more about ABTA ADR and Arbitration at abta.com.
E1. Services not booked with us
Anything you book independently, such as excursions, tickets or activities not shown on your Confirmation Invoice, does not form part of our contract with you. Your contract for those services is with whoever provides them, and we are not responsible for them or for anything that happens while you use them.
E2. Travel insurance
Even for a UK break, we make it a condition of booking that you have appropriate travel insurance. If you choose not to take the cover we offer through Holiday Extras Ltd, you must arrange suitable alternative cover at the time of booking. You agree to cover any costs that a valid travel insurance policy would otherwise have met.
E3. Financial protection
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection for Newmarket Holidays Limited under the Package Travel Regulations, membership number 5509. As this package does not include flights, it is protected by ABTOT rather than ATOL. If we became insolvent before you travelled, ABTOT cover would provide a refund; if you were already travelling and transport was included in your package, it would provide for your repatriation.
Bookings made outside the UK are only ABTOT-protected when bought directly from Newmarket Holidays Limited. If you need help because of our financial failure, call ABTOT's 24/7 helpline on 01702 811397 and say you are a customer of an ABTOT-protected company.
Read the Package Travel Regulations at legislation.gov.uk/uksi/2018/634, and find out more about ABTOT at abtot.com.
Please read this section carefully before you book.
Accurate information matters, as it is what we use to make your reservation. The person named first on the booking should be the one to whom correspondence and joining instructions are sent, and it is their address and phone number we will use. We need full names and dates of birth for everyone travelling. We do not accept bookings from unaccompanied customers under the age of 18.
Tickets
You will need a smartphone to access your Championships tickets, which are issued digitally. Paper tickets are only available where the AELTC agrees to this in limited circumstances. Specific matches cannot be confirmed in advance, as the AELTC can move matches between courts at any time, including on the day; your seat and court allocation, once made, cannot be changed.
Ticket Holders are strictly prohibited from advertising, selling, offering for sale, offering at auction, promoting or offering as a prize in any contest, competition, game of chance, lottery or sweepstake, donating or otherwise transferring any Tickets either in isolation or combined with any package (for example, travel or hospitality packages), whether for commercial purposes or otherwise. Tickets to The Championships may not be bought, advertised for sale, sold, transferred, or distributed without lawful authority in accordance with the ticket terms and conditions on the AELTC's website at wimbledon.com/en_GB/tickets/terms_and_conditions. Therefore, it is strictly prohibited to re-sell, or even advertise for re-sell, a Wimbledon package purchased through Newmarket Holidays. Not adhering to these terms will result in tickets being invalidated as per the AELTC's ticket terms and conditions which can be found at wimbledon.com.
If your package includes coach transfers, departure from Wimbledon back to your hotel is currently scheduled for 7pm, though the AELTC and our coach operator may need to change this at short notice; we will let you know on the day if this happens.
Delays
If your package includes coach transfers, journeys are occasionally delayed by circumstances beyond our control. We will do our best to help and keep you informed. Where you arrive at Wimbledon within 3 hours of the scheduled time, no compensation applies; the same applies to delays on the return journey to your hotel.
Itinerary
You will receive your final itinerary and travel documents 7 to 10 days before departure, provided all payments have been made. We aim to run the itinerary as booked, but on rare occasions beyond our control we may need to change the order of the day or withdraw part of it; we will let you know of any change as soon as we can, and your tour manager or representative will keep you informed of late changes.
Fitness to travel and accessibility
We want to give every customer full care and attention, so please tell us at the time of booking about any special needs, including disabilities, mobility issues, or specialist equipment such as a wheelchair, as described in clause C2. If you have recently had a serious medical condition, please check with your doctor that you are fit to travel.
Accommodation
Unless stated otherwise, our advertised price is per person based on two people sharing a room, and most rooms are twin-bedded; double beds can be requested but are not guaranteed. Hotels are generally available for check-in from 3pm on your first day and require rooms to be vacated by around 12 noon, sometimes earlier. Parking, where available, is payable directly to the hotel; we cannot arrange this for you. Breakfast is included. Please tell us about any specific requests, such as adjoining or high or low floor rooms, at the time of booking; the hotel will do its best to help but cannot guarantee these.
Entry to the Grounds
Comprehensive security measures are in place at the Championships, including searches of bags and visitors on entry. You will be refused entry if you do not allow a search. Bags must not exceed 40cm x 30cm x 30cm (16” x 12” x 12”), and hard-sided items and certain other items are not permitted. Multi-pocketed bags and backpacks slow down entry significantly, so please pack light.
There are no left luggage facilities inside the Grounds. Oversized bags and other items that cannot be brought in must be left at one of the paid facilities outside the Grounds, subject to availability; payment is by card only, and all bags are searched before acceptance. If your package includes coach transfers and you are returning with us at the end of the day, you can leave some luggage on the coach. Do not leave bags unattended at any time. Full details of prohibited items and the current bag policy are on the AELTC's website at wimbledon.com/en_GB/conditions_of_entry, which we recommend you check shortly before you travel, as the rules are set by the AELTC and can change.
You may bring in the equivalent of one 750ml bottle of wine or champagne, or two 500ml cans of beer, or two cans of pre-mixed aperitifs, per person; spirits and fortified wines are not permitted. You are welcome to bring in snacks.
Photographic and electronic devices, including phones, tablets and radios, must not inconvenience other visitors and must not be used to capture or transmit data for betting or gambling purposes. They must be switched off in and around courts while play is in progress, and personal headphones must be used for radios. Recording or transmitting video of any part of play is prohibited, and flash photography is not allowed. Photos, film or video taken in the Grounds may not be sold or used commercially without the AELTC's authorisation and may be confiscated if commercial use is suspected.
Any prohibited item you surrender as a condition of entry is treated as surrendered permanently; it cannot be reclaimed and the AELTC will dispose of it without liability.
Babies and children under 5 are not permitted on the Show Courts (Centre Court, No.1 Court, No.2 Court, No.3 Court, Court 12 and Court 18). Children aged 5 and over need their own ticket to sit on any court. Everyone under 16 must be always supervised by an adult within the Grounds.
The AELTC may change the daily programme without notice where reasonably necessary, and ticket holders are not entitled to see any particular match, round or player; matches may be reassigned to a different court at the AELTC's discretion. CCTV operates throughout the Grounds.
Assisted travel
If your package includes coach transfers, there is a short walk from the coach park to the entry gates. If you are on our Wimbledon Tennis & London Break, you will make your own way from your hotel to the Grounds. If you are bringing a wheelchair or mobility scooter, please tell us at the time of booking so we can make appropriate arrangements. As set out in clause C2, wheelchair-accessible tickets must be arranged well in advance; none will be available on the day if not pre-booked, and the Ticket Office is unable to reseat you.
Call costs
Calls to our 0330 and 0333 numbers are charged at the standard local rate.
Newmarket Holidays Ltd, Cantium House, Railway Approach, Wallington SM6 0BP. Company number 02238316. ABTA V7812. ABTOT 5509.