1. A quick introduction

Marmaladies Travel is an independent travel advisory service, working in partnership with The JLT Travel Group.

I help you choose and plan the right trip — and where appropriate, I arrange bookings on your behalf with trusted tour operators, airlines and travel suppliers.

2. My role (and who you’re booking with)

When you book a holiday through Marmaladies Travel, I usually act as an agent.

This means:

  • I source and recommend suitable travel options
  • I arrange your booking with a supplier
  • Your contract is with the travel provider (for example, a tour operator, airline or hotel)

In some cases (such as package holidays including flights), bookings may be made through The JLT Travel Group, providing additional financial protection.

You will always be told clearly who your booking is with before you confirm.

3. Choosing the right trip

Before anything is booked, I’ll take time to understand:

  • Where you’d like to go
  • How you want to travel
  • Your budget and priorities

I’ll usually present 2–3 carefully selected options to help you decide without overwhelm.

All recommendations are based on the information you provide — so it’s important that details (such as names, dates and preferences) are accurate.

4. Booking and payment

Once you’re ready to proceed:

  • I will confirm full booking details with you
  • A deposit or full payment will be required (depending on the supplier)
  • Payments are made via a secure hosted payment system

Your money is:

  • Held securely via a Protected Trust Services (PTS) trust account
  • Protected under the Package Travel Regulations where applicable
  • Covered by ATOL protection when flights are included

I do not store or handle your card details directly.

Bookings are only confirmed once payment has been successfully processed.

5. Supplier terms and conditions

Each holiday is subject to the terms and conditions of the travel supplier.

These will cover:

  • Cancellation charges
  • Amendments
  • What is included in your trip
  • Responsibilities during travel

I will always provide or direct you to these terms before you book.

6. Changes and cancellations

If you need to make changes or cancel your trip:

  • I will support you through the process
  • Any changes or cancellations will be subject to the supplier’s terms and charges

Please be aware:

  • Some bookings may be non-refundable
  • Charges may increase closer to departure

Travel insurance is strongly recommended at the time of booking.

7. Financial protection

Your booking is financially protected in the following ways:

  • ATOL protection – for flight-inclusive packages
  • Protected Trust Services (PTS) – client money held securely in trust
  • Supplier Failure Insurance (SFI) where applicable

This means your money and travel arrangements are safeguarded.

8. My service to you

I provide:

  • Personalised travel advice
  • Carefully curated options
  • Support through booking and pre-departure
  • A single point of contact throughout

I aim to make the process simpler, clearer and properly taken care of.

9. During your trip

Once you are travelling:

  • The supplier is responsible for delivering your holiday
  • I remain available to assist if needed, but resolution will often sit with the provider on the ground

10. If something goes wrong

If you experience an issue:

  1. Report it to the supplier as soon as possible during your trip
  2. Let me know so I can support where appropriate

If a complaint is required after travel, this should be directed to the supplier in line with their procedures — and I will help guide you through that process.

11. Travel insurance

It is your responsibility to ensure you have appropriate travel insurance in place.

This should cover:

  • Cancellation
  • Medical expenses
  • Personal belongings
  • Activities included in your trip

12. Final details

Before confirming your booking, please check:

  • Names match passports exactly
  • Travel dates are correct
  • All details reflect your plans

Once booked, changes may incur charges.