This web portal (“HRG online”) is designed to deliver a variety of modular online tools and services (collectively, “Services”) and is provided by Hogg Robinson plc (“HRG”) as part of the corporate travel services we or members of our Network (as defined below) have agreed to provide to your company.
The delivery of HRG online and the Services to you is regulated by the contract that we or our Network has with your company (“Contract”). The Contract outlines our responsibilities to your company in relation to the delivery of the HRG online and the Services and your company’s responsibilities to us in respect of its use and your use of the same.
PLEASE NOTE: the information HRG holds about your company and its employees may be confidential. Therefore, you must not use HRG online or the Services:
(ii) unless you have been expressly authorized by your company to do so.
1. LIMITS ON USE
You are only permitted to use HRG online and the Services for the purpose for which they are provided, in the course of your employment, and in respect of your company’s business.
You may not use HRG online or the Services for personal gain and you may not sell or provide to any third party, or otherwise profit from, any of the Services or related information nor any modification, adaptation or analysis of them.
You must take all reasonable steps to avoid introducing anything harmful, such as viruses, into the systems we use to provide the Services.
You agree not to: (i) copy, modify, merge, supplement, reverse engineer, reverse assemble, decompile or disassemble HRG online or any component of it; or (ii) distribute, publish, transfer or sublicense HRG online or any component of it, nor use HRG online to: (a) transmit any files, data or other material that actually or potentially infringes the intellectual property rights of any person; (b) create a false identity or to otherwise attempt to mislead any person as to the identity, source or origin of any communication; (c) interfere, disrupt or attempt to gain unauthorized access to any computer system, server, network or account for which you do not have authorization to access or at a level exceeding your authorization; or (d) disseminate or transmit any virus, trojan horse or other malicious, harmful or disabling data, work, code or program.
PLEASE NOTE: You must keep your log-in and password details strictly confidential and secure at all times – do not disclose them to anyone or allow anyone else to use them. We cannot be held responsible for any use made of HRG online and/or any bookings made or services used on or through it as a result of you not keeping your log-in and/or password details secure and confidential. If you know or suspect that someone else knows your log-in and/or password details, and/or is making unauthorised use of HRG online, please either contact us by clicking the following link: ‘Contact Us’ or contact your local HRG Office.
All copyright and all other intellectual property and proprietary rights of any sort relating in any way to HRG online and the Services (including those relating to its content, branding, software and any other materials made available on and through it) are owned by the Hogg Robinson Group of companies or, in the case of any other brands, names, logos and technologies featured on HRG online, their respective owners.
4. SITE CONTENT
This is a dynamic site and, as a result, the content and look and feel may change from time to time.
5. DISCLAIMER AND LIMITATION OF LIABILITY
Our Role as Agent
(a) In all travel transactions HRG and other members of the Hogg Robinson worldwide network (collectively, the “Network”) act as agents of the airlines, hotels, car rental companies etc together with any associated suppliers with whom you have chosen to book (“Travel Providers”) and Network members also act as agent for the holders of Air Travel Organiser’s Licence (“ATOL”) or equivalent in other countries. This means that your contractual relationship in respect of all travel transactions is with the Travel Provider and is subject to their own terms and conditions (including airlines’ terms and conditions of carriage) and accordingly, we are not liable for their acts and omissions (including any delays, cancellations, re-scheduling and strikes). Certain Travel Provider terms and conditions will be outlined during the booking process, but please make sure that you have also read and understood the relevant Travel Provider’s full terms and conditions (which will normally be available from them or their websites) - changing or cancelling a booking may result in cancellation charges or amendment fees.
(c) If we do not deliver the Services in the way we have contracted to provide them, we might be liable to your company in accordance with the terms of the Contract.
This unfortunately means that we cannot and do not accept liability to you as an individual end user of HRG online except where and to the extent that you have independent individual rights at law which you are able to enforce against us and in respect of which we are not permitted to exclude our liability to you.
In the unlikely event that we are found to be liable to you personally (whether in contract, tort (including negligence), statute or otherwise), subject to paragraph (d) below, our liability will be limited to (as the case may be) (i) the maximum of the face value of the travel booking for claims relating directly to travel bookings; or (ii) the fee paid by your company in respect of the expense management transaction to which the claim relates; or (iii) £1,000 (one thousand pounds) for all other claims, and we exclude (so far as permitted by law) all liability for indirect, special, consequential and punitive loss, damage or liability that you might suffer whether in contract, tort (including negligence), statute or otherwise, and even if it was reasonably foreseeable or we have been made aware of the possibility of such loss/damage(s)/liability.
(i) for loss or damage for death or personal injury caused by our negligence; or
(ii) for any fraudulent misrepresentation made by us or those under our control; or
(iii) to the extent that it cannot be otherwise lawfully excluded or limited.
(e) We will not be liable for any failure in relation to the use of HRG online, the Services and the information available on and through HRG online if it arises out of circumstances beyond our control. This includes (but is not limited to) wars, civil commotion, hijacking, fire, flood, accident, storm, government intervention, strikes, lockouts, terrorist attacks, or industrial action affecting us or our suppliers/service providers.
Where HRG online contains links to third party sites you should be aware that we may not control the sites reached through those links. We are not responsible for the content or privacy practices of sites which we do not control.
The existence of a link on HRG online does not imply any endorsement or approval of any goods, services, opinions or other material(s) of any sort made available on or through sites which we do not control, nor do we take any responsibility for the opinions (if any) of third parties (including your company) expressed on or through HRG online. Please note: Association of British Travel Agents (ABTA) or equivalent local protection may not apply to the third party sites which are accessible from this site.
9. ABOUT US
This site is made available to you by Hogg Robinson plc (Regd Office: Global House, Victoria Street, Basingstoke, Hampshire RG21 3BT. Company No. 2107443. VAT No. G.B 413640679) and is © HRG. Our normal hours of business in the UK are 09:00 – 17:00, Monday to Friday (excluding bank and public holidays). You can contact us by writing to us at this address or by clicking the following link: ‘Contact Us’.
Details of other Network members who might be involved in the fulfillment of your travel bookings or other elements of the Services can be obtained by contacting your local HRG Office.
10. FLIGHT & OTHER GENERAL BOOKING CONDITIONS
(a) Making a Booking
By clicking ‘Proceed, to request an itinerary, you are indicating your intention to travel at the times, on the dates and at the fare you have selected. While you may be able to cancel or amend your booking after this time, if you do so, you may be liable to pay additional charges – please see below.
We will not file any contract that results from your use of HRG online or any Services.
(b) Confirmation of Bookings
As soon as practicable after you have clicked ‘proceed’ to request an itinerary and it has been sent for ticketing you will receive a confirmation of the itinerary via e-mail, or you will receive a telephone call from us. This confirmation will also show whether an electronic ticket (E-ticket) or paper ticket will be issued. Please check carefully that the confirmation accurately reflects your travel requirements. Please note: any bookings made or services requested are not confirmed until the point at which we send you a confirmation and fares are not confirmed until the booking is actually ticketed. All third party travel products and services featured on HRG online are subject to availability.
Where available E-tickets will be utilised. Paper tickets will be posted to the delivery address you select from your traveller profile. If there is insufficient time to issue a paper ticket, we will arrange for the airline to issue a Ticket On Departure at an additional charge. When travelling on an E-ticket, you will be required to produce photo identification.
(d) Foreign Exchange
To the extent that your company permits you to use this part of our service, and depending on time and availability, currency and traveller’s cheques may be ordered. Delivery will be by post to the address advised. Alternatively, arrangements can be made for airport collection. This may incur an additional fee.
Unless stated otherwise, all fares are quoted inclusive of taxes. Fares are subject to change without prior notice and are not guaranteed until ticket issue. By selecting the particular fare type during the booking process, you confirm that you have read and understood the conditions relating to the fare you have chosen.
(f) Flight Reconfirmation
This is not currently necessary within Europe, North America and Australia. However, when travelling outside of these areas it would be advisable for the passenger to contact the appropriate airline, where possible 72 hours prior to departure, to reconfirm his/her flight. We cannot accept responsibility for any flight rescheduling or delays en-route.
(g) Passports/Visas/Health Requirements
You must ensure that you comply with the passport, visa and health requirements of the countries you wish to visit and those that you transit, including intermediate stopovers en-route. Many countries require that your passport should be valid for a minimum period of six months from the date of arrival into that country. We do not accept responsibility should you be denied boarding or entry or be deported due to non-fulfilment of the above.
We strongly urge you to carry appropriate travel insurance to cover you for cancellation, health, baggage etc. Please be aware that insurance premiums, once paid, are usually non-refundable. Network members also act as agent for ATOL (or equivalent) holders.
Once you click ‘Proceed’, there may be a charge or fee imposed should you wish to cancel – even though the booking has not been confirmed. This will vary from a minimum fixed charge or fee up to the value of the ticket or booking (100%). Please ensure you read and understand the cancellation rules for the product you select, which will be outlined at the time of booking. If you are holding a flight booking for which a ticket has been issued and do not notify us, sufficiently far in advance, of your intention not to travel, there is, on certain fare types, the potential for your reservation to be treated as a 'no-show'. In this event you may lose the entire ticket value. Likewise, cancellation fees or charges may be applicable for other bookings you hold where you fail to notify us sufficiently far in advance of your intention not to travel.
If you need to cancel a booking through our after hours service, please quote the booking reference shown on your itinerary.
Our cancellation handling fees or charges may also apply, depending upon the arrangements agreed between your company and HRG and/or another member of the Network.
Once you click ‘Proceed’, there may be a charge should you wish to make any amendments – even though the booking has not been confirmed. Please therefore make sure that all of the details you have entered are correct before clicking ‘Proceed’. Some bookings allow you to change your dates of travel without penalty. Certain product categories do not allow amendment without attracting amendment fees. Please ensure you read and understand the amendment rules for the product you select, which will be outlined at the time of booking. Other special fares/rates will sometimes prevent any form of amendment and where such instances apply a complete cancellation, with applicable charges, may come into force. A new booking would need to be made. You should contact us to make any amendments via the email address or telephone number provided.
You should be aware that certain fare type tickets are not available for reissue and you are strongly advised to have the appropriate insurance cover to protect against total loss of the ticket value and/or supplier change/cancellation fees that may be applicable.
If you need to amend a booking through our after hours service, please quote the booking reference shown on your itinerary.
Our amendment handling fees or charges may also apply, depending upon the arrangements agreed between your company and the relevant Network member(s).
(k) Flight Ticket Refunds
If you need to cancel your journey, you should advise us at the earliest opportunity. You will have to return all tickets in your possession and we will aim to process any applicable refund within 5 working days of receipt. Certain tickets may need to be returned to the airline for refund verification, and where such instances apply, we do not have any control over the length of time taken to complete the refund procedure. All refunds will be in full less any applicable cancellation/handling charges, etc. Any tickets returned more than 1 calendar year from the date of original issue are classified as expired tickets and have no refund value.
Refund fees vary between suppliers so please contact us for details if required.
We cannot accept responsibility for non-receipt of any travel documents returned for refund. It is your responsibility to supply proof of postage in the event of such loss.
(l) Lost Tickets
If you lose your tickets any replacement arrangements will be treated as a new booking and will attract the relevant charges and fees. In such circumstances the original ticket will only be refunded by the airline after completion of the necessary documentation.
(m) Recommended Check In Times
Check-in times can vary by airline and destination and can change to take account of security or other local events or requirements. Unless an airline specifies otherwise (e.g. in its terms and conditions), we recommend that you check-in:
· for domestic services in all classes, at least 60 minutes prior to the scheduled departure time of the flight; and
· for international services in all classes, at least 120 minutes (2 hours) prior to the scheduled departure time of the flight.
Early check-in is, however, always advisable as failure to check-in with baggage by the time indicated may mean that you will be unable to travel on your booked flight.
(n) Existing Agreement with the Network
11. HOTEL BOOKINGS
(a) Guaranteed Reservations
If the room you have chosen is a pre-reserved or instant confirmation room, by clicking ‘Complete Itinerary’, you will be making a request to book that room and will normally receive instant confirmation.
Assistance is available from your local Network member Monday to Friday 8.00am to 6.00pm, excluding public holidays. Requests made outside of these hours will be handled on the next working day unless you contact our after hours service.
(b) Reservation Requests
If you choose a room that is not pre-reserved or instant confirmation, by clicking ‘Proceed’, you will be making a request to book the room if it is available, and this request will be sent to the relevant Network member to complete off-line. Confirmation of the booking will be sent to you via fax or e-mail as soon as practicable if the room is available.
All rates are subject to availability. The prices displayed on and through HRG online are only guaranteed once the reservation has been formally confirmed to you. Prior to this prices and rates are subject to change without notice.
(d) Cancellations and Amendments
Cancellation/amendment policies vary from hotel to hotel. Please ensure you read and understand the cancellation rules for the product you select which will be outlined at the time of booking make sure that all of the details you have entered are correct before clicking ‘Proceed’.
Our cancellation/amendment handling fees or charges may also apply, depending upon the arrangements agreed between your company and the relevant Network member(s).
Please note: failure to cancel/amend a room booking before the policy is invoked may result in a charge being made against the credit card used for the booking.
If you need to cancel/amend a booking through our after hours service, please quote the booking reference shown on your itinerary.
(e) Existing Agreement with the Network
Overview: When using HRG online and the Services you will have to provide certain personal data which will be held by us. Various laws govern the collection, use and handling of personal data and often give you certain rights including the right to request access to the data that we hold on you (for a small charge (where permitted by law) if you wish to do so other than by using the functionality provided on HRG online) and to have any errors corrected.
What is Personal Information?
Personal Information is information or opinion, in any form (whether true or not) about an individual whose identity is apparent or can be reasonably ascertained from the information or opinion.
What Personal Information do we collect?
In order to provide the Services selected by your company, we require various pieces of information from time to time, such as your name, telephone number, email address, company, employee ID, credit card and passport details, your special requirements, traveller type etc.
How we collect/receive Personal Information
Generally we collect/receive Personal Information directly from your company or its nominee(s), from you, or through data submitted to HRG online. We may also collect information over the telephone or internet, in person or when you write to us.
How we use your Personal Information
To the extent that your consent has not already obtained in accordance with the Contract, you hereby explicitly consent to the Personal Information about you which we collect/receive directly from your company or their nominee(s), from you or through data submitted to us through HRG online and by any other means (including over the telephone or internet, in person, or when you write to us), being provided to us, collected/received by us, processed and transferred by us and our Network companies, partners and sub-contractors/suppliers in relation both to the Services and any other services required from us by your company including (amongst other things): (i) the creation, storage and administration of your traveller and expense administration profiles; and (ii) the transfer of your Personal Information to airlines, hotels, global distribution and other reservation systems, car hire and other travel suppliers; and (iii) the collection and processing of your Personal Information and the transfer of it to your company or your company’s nominee(s) as part of their management information, data collection, expense management and travel monitoring requirements from time to time; and (iv) the transfer of your Personal Information to and amongst data storage and other service-providers; and (v) for the purpose of fulfilling your company's customer satisfaction survey requirements.
Accuracy:You must always provide accurate information and you agree to update it as necessary in the manner specified below. You also agree that, in the absence of any update, we can assume that the information submitted is correct.
Disclosure of Personal Information to third parties
To the extent that your consent has not already been obtained in accordance with the Contract, you hereby explicitly consent to your Personal Information being disclosed to third parties (including our related entities, partners, sub-contractors, suppliers, data storage providers and external organizations, airlines, hotels, car rental companies etc), including third parties outside of your country of residence in the following circumstances:
(a) To enable us to provide the Services and things incidental or related to the Services and to enable the third parties to do the same e.g. process bookings you make with them;
(b) For the purpose of fulfilling your company's customer satisfaction survey requirements;
(c) To enable your company or your company’s nominee(s) to fulfil their management information, data collection, expense management and travel monitoring requirements from time to time;
(d) To comply with our legal obligations and any applicable customs/immigration requirements relating to your travel. For example, we have to provide Advanced Passenger Information to airlines before you travel to or from the USA and certain other countries in order that the airline can pass this information to the relevant authorities;
(e) To comply with a request from a qualified government department if we are satisfied that they have the authority to make such request;
(f) Where we suspect that unlawful activity has been or may be engaged in and the Personal Information is a necessary part of our investigation or reporting of the matter;
(g) To a future purchaser of all or part of the Network or some or all of its assets;
(h) To a business which your company engages to provide you with services, in addition to and/or in place of the Network.
Transfer of data overseas
We may transfer any of your Personal Information to entities in foreign countries (including both inside and outside of the European Economic Area) to enable us to provide the Services and things incidental or related to the Services.
Cookies: HRG online does utilise cookies, but only to record user preferences when logging in and if applicable to enable a secure interaction with third party systems which your company elects to use through or with HRG online. Please note that if cookies are not enabled, the functionality of HRG online and the Services will be affected.
Right of Access, Deleting, Deactivating and Amending your Personal Information: If you wish to see, delete, deactivate or amend your Personal Information, or find out what Personal Information (if any) we are holding about you other than by using the functionality provided on or through HRG online.Please contact us by clicking the following link: #Contact Us#
Monitoring: We may monitor your use of HRG online and your email communications with us and our representatives and suppliers for quality control and other lawful purposes.
We do not knowingly enter into agreements with companies that may abuse your Personal Information.
We are only allowed to store your Personal Information for only so long as is necessary having regard to the purpose of the processing. We may therefore delete your Personal Information after a reasonable period of time and, if you have not used the Services for some time, you may have to re-enter your Personal Information.
14. GOVERNING LAW
Use of HRG online and the Services is governed by the laws of England and Wales except that travel bookings made through HRG online may be fulfilled and invoiced by Network members in other countries in accordance with the Contract You irrevocably agree to submit any claim or dispute arising in relation to, out of, or in connection with HRG online (and any use you make of it or the Services) to the non-exclusive jurisdiction of the courts of the relevant jurisdiction.