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Booking terms and conditions

1. Agency details

Agencia de Viajes Ingrid Travel 81, S.L.U., with tax ID B56216047, registered address at Calle Alonso Zamora Vicente 9, 28702 San Sebastián de los Reyes (Madrid) and travel agency licence C.I.C.MA 4505 (hereinafter "Ingrid Travel" or "the Agency"), acts as organiser and/or retailer of the travel services offered on this website.

2. Legal framework

The booking of package travel (packages including at least two travel services, such as flight and accommodation) is governed by Book IV of Spanish Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users (TRLGDCU), which implements EU Directive 2015/2302. The sale of stand-alone flight tickets is governed by the airline's fare conditions, Regulation (EC) 261/2004 and the Montreal Convention.

3. Booking process and price

  1. The price shown in the quote includes applicable taxes and charges, unless expressly stated otherwise (for example, local taxes payable at the destination).
  2. Flight quotes are valid for the limited period shown on screen; the fare is not guaranteed until the ticket is issued.
  3. The booking is confirmed when the Agency receives full payment (card) or the identified transfer, and sends the confirmation email with the booking reference.
  4. For bank transfers, if the air fare changes before payment is received, the Agency will contact the customer before issuing; the customer may accept the new price or withdraw with a full refund of the amount paid.

4. Changes and cancellations by the traveller

  • Flight tickets: changes and cancellations are governed by the fare conditions shown before payment. Certain fares are non-refundable.
  • Package travel: the traveller may terminate the contract at any time before the start of the trip, paying the applicable termination fee under art. 160 TRLGDCU: management costs, supplier cancellation costs and a standard fee detailed in the contract. Non-flyable taxes are always refunded.
  • The traveller may transfer a package booking to another person with at least 7 calendar days' notice, bearing the costs arising from the transfer (art. 155 TRLGDCU).

5. Right of withdrawal and its exception

As a general rule, consumer legislation grants consumers a 14-day period to withdraw from distance contracts. However, under Article 103(l) of RDL 1/2007 (TRLGDCU), this right of withdrawal does not apply to services related to leisure activities, passenger transport, accommodation or catering where the contract provides for a specific date or period of performance — as is the case with flight tickets and package travel. Accordingly, once a booking is confirmed, cancellations and refunds are governed exclusively by the applicable air fare conditions and, for package travel, by the termination and penalty regime under art. 160 TRLGDCU described in these terms, with no free right of withdrawal.

6. Changes and cancellation by the Agency

If, before the start of the trip, the Agency is forced to significantly alter any essential element of the contract or to cancel the trip, it will inform the traveller without delay. The traveller may then choose between accepting the change, an equivalent substitute trip, or a full refund within a maximum of 14 calendar days, without prejudice to any compensation that may apply (arts. 159 and 160 TRLGDCU). No compensation is due where cancellation results from unavoidable and extraordinary circumstances or from failure to reach the stated minimum number of participants.

7. Insolvency protection and liability

Ingrid Travel holds the insolvency protection required by art. 164 TRLGDCU, arranged with [ORGANISMO/ASEGURADORA]. Organisers and retailers are liable for the proper performance of the package travel services under art. 161 TRLGDCU. The traveller must report any lack of conformity without undue delay during the trip to info@ingridtravel.com or the 24-hour assistance number provided in the travel documents.

8. Documents, health and visas

The traveller is responsible for holding valid documents (ID card or passport, and visas where required) and for meeting the destination's health requirements. The Agency will provide general information for Spanish citizens; travellers of other nationalities should check with their consulate. Passenger details must match the travel document EXACTLY; name errors may result in reissue costs.

9. Complaints and jurisdiction

Travellers may address complaints to info@ingridtravel.com. Official complaint forms are available. You may also use the EU online dispute resolution platform (ec.europa.eu/consumers/odr). Spanish law applies to any dispute, and the courts of the consumer's domicile shall have jurisdiction.