Booking Policy
Approved Booking Procedures Policy
This policy precisely defines the steps, procedures and mutual obligations between Ghada Tourism Agency and the customer throughout the tourism booking lifecycle from request submission to service completion.
1. Booking Phases, Procedures and Financial Documentation
Request and Creation Phase (Provisional Booking): The customer selects services and enters data exactly matching the passport. The system generates a temporary provisional booking and initial invoice.
Mandatory 20-Minute Rule: The provisional booking is subject to a strict payment deadline of twenty (20) minutes from electronic issuance. If payment is delayed, the booking is automatically cancelled from global systems and the customer loses the right to insist on the previous price or seat/room availability.
Final Confirmation Phase (Issuance): After accounting verification of full payment, the Agency issues tickets, hotel and transport vouchers and sends them electronically to the customer. Only at this point does the booking become final and contractually confirmed.
2. Passenger Name Matching and Legal Data
The customer is absolutely obligated to enter all passenger names in English, exactly matching what is written in the official passport. The customer alone bears full financial consequences and airline penalties if there is any error in a single letter or a swap between first name and surname. The Agency bears no responsibility for reviewing spelling errors made by the customer.
3. Special Requests and Exceptional Services Policy
Any special requests made by the customer (connecting rooms, extra child bed, specific view, special airline meals, or excess baggage) are transmitted to the actual service provider. The customer understands that these requests are optional and subject to provider availability; they do not constitute a contractual obligation on the Agency or supplier.
4. No-Show, Absence and Late Arrival Policy
Flight No-Show: If the customer fails to appear at the airport at the specified time or fails to check in at the hotel on the first booking day, the service provider has the right to cancel the entire booking with a 100% penalty and no right of financial refund.
Late Arrival for Transport and Tours: The reception driver or tour guide waits for the customer for a maximum of (20 minutes) from the specified time. After that, departure takes place and the service is considered fully executed.
5. Agency's Legal Right to Exceptional Cancellation
Ghada Tourism Agency reserves the absolute right to cancel any confirmed or provisional booking in the following exceptional cases, returning only the paid amounts to the customer:
- A clear technical system error resulting in conspicuously incorrect prices being displayed.
- Strong indicators of or suspicion of financial fraud or use of stolen credit cards.
- Failure of the actual service provider to confirm the booking due to an error in their internal systems or overbooking beyond the Agency's control.
6. Force Majeure and Exceptional Events Beyond Control
Ghada Tourism Agency disclaims financial responsibility for failure to execute any of its obligations if caused by force majeure circumstances, including but not limited to: wars, natural disasters (earthquakes, hurricanes, floods), global or local epidemics, sudden government decisions, airport and airspace closures, or comprehensive labour strikes. In such cases, the Agency's efforts are limited to acting as an amicable intermediary to attempt to recover whatever can be recovered from external suppliers.