Terms & Conditions

These Terms & Conditions (also referred to as “booking conditions”), together with our Privacy Policy, Cookie Policy, and any other written information brought to your attention before we confirm your booking, and (where applicable) any information shown on our website, apply to all bookings made with Levifly Limited, trading as Levifly, an official brand registered under number 16394183, with its registered office at 128 City Road EC1V2NX.

In these Terms:

• “we”, “us”, “our”, “operator”, and “our website” refer to Levifly
• “you”, “your”, “participant”, “passenger”, “guest”, and “client” refer to the person using our website or services.

Please read these Booking Conditions carefully before making any booking or contacting Levifly. “You” and “your” refer to all persons named on the booking (including anyone added or substituted later).

By making a booking, you confirm on behalf of everyone on the booking that he/she:

A. Has read these Booking Conditions and has the authority to and does agree to be bound by them.

B. Consents to our use of personal data in accordance with our Privacy Policy and is authorised to share personal details (including, where relevant, special category data such as health or disability information) on behalf of all persons on the booking.

C. Is at least 18 years old.

D. Accepts financial responsibility for payment of the entire booking on behalf of everyone listed on it.

Single component bookings

If you book a single travel element with us (for example a flight, hotel, or car hire only), we act solely as an agent on your behalf in arranging that service, and Section A of these Terms applies. Financial protection is not provided for single component bookings except for certain flights which are covered by our Air Travel Organiser’s Licence (“ATOL”). Not all flight-only bookings are ATOL protected. Where we act as an authorised ticketing agent for an airline and simply issue a ticket, ATOL protection does not apply. We will tell you at the time of booking if your flight is ATOL protected and provide you with an ATOL Certificate when applicable. See Section A, Clause 8 for further details.

Packages that we organise

Where we combine and sell at least two different types of travel services to you for the same trip or holiday (for example, a flight plus hotel, or hotel plus car hire), this may create a “package holiday” under the Package Travel and Linked Travel Arrangements Regulations 2018 (“Package Travel Regulations”). In such cases, your contracts will still be with the individual suppliers/principals, for whom we act as agent, but we will accept responsibility as the package organiser and arrange financial protection for your package. Section B explains the additional terms that apply to packages we organise. See Clause 2 below for what counts as a package and Section B, Clause 5 for information on financial protection.

Please note: if, after buying one travel service through us, you go on to book any additional travel services for your trip via our company at a later stage, you will NOT benefit from package rights under the Package Travel Regulations in relation to those arrangements, and we will not be responsible as organiser for those individual services.

Packages organised by a third party

Sometimes we sell packages put together by another tour operator/principal, acting as their agent. In that case, the tour operator/principal is responsible for your package and your financial protection, and we act only as an agent. Section A applies to such bookings. Where your third-party package includes a flight, it will usually be covered by the tour operator/principal’s ATOL. The ATOL holder’s name and number will be shown on your booking confirmation.

All customer service or booking-related correspondence should be sent to:

Customer Services, Levifly, 128 City Road EC1V2NX, United Kingdom

or by email to: [email protected]

 

SECTION A – APPLICABLE TO ALL BOOKINGS

1. CONTRACT

When you make a booking, we arrange for you to enter into a contract with each relevant travel supplier (such as a tour operator, airline, cruise line, hotel, car hire firm, transfer provider, etc.) named on your booking confirmation. Your contract is formed once we issue your booking confirmation.

Your booking is governed by:

• these Booking Conditions; and
• the individual terms and conditions of each supplier.

If a supplier’s terms conflict with these Booking Conditions, the supplier’s conflicting term will generally take precedence, unless it is invalid or unenforceable under English law, in which case the relevant part of our Booking Conditions will apply instead. Many suppliers’ conditions limit or exclude their liability and may be subject to international conventions which also restrict liability. Copies of supplier terms and any applicable international conventions are available on request.

Where we act as agent, we are not responsible for the actions or omissions of the suppliers or for the services they provide, unless we are acting as package organiser under the Package Travel Regulations (see Section B). In that case, our responsibilities are as set out in Section B.

1. PACKAGE BOOKINGS

If we sell you two or more of the following travel services for the same trip or holiday, this may constitute a “Package”, and we will act as organiser under the Package Travel Regulations if the services are:

• bought together during a single visit to our website and selected by you before payment; or
• sold or advertised at an inclusive or total price; or
• advertised or sold using the term “package” or a similar term.

Where we are the organiser, we still act as an agent for the individual travel services, and your contracts remain with the suppliers.

The travel services that may form a Package are:

A. Transport (e.g. flights)

B. Accommodation

C. Car or other motor vehicle rental

D. Any other tourist service not intrinsically part of A, B or C

“Other tourist services”

Where your booking consists of accommodation, transport or car hire plus one or more “other tourist services” under (D), this only becomes a package if:

• the other tourist services account for at least 25% of the total value of the services; or
• they are advertised or presented as an essential feature of the trip.

Additional “other tourist services” bought after your main transport/accommodation/car hire has started, or services that are inherently part of those main components, will not create a Package. Such combinations are treated as separate (single component) bookings and will not provide Package Travel Regulation rights.

Third-party packages

If we sell a combination of travel services already put together as a package by another tour operator/principal, that tour operator/principal is the organiser and is responsible to you under the Package Travel Regulations.

Your booking confirmation will state clearly whether you have purchased a Package and who is responsible for it. See Section B for further details of our role when we are the organiser.

1. BOOKING

You can book via:

• our website: www.levifly.uk
• telephone; or
• in person at our agency premises.

All bookings are subject to availability at the time of reservation. We do not guarantee that any advertised services, including those on our website, will still be available when you attempt to book. Once you place a booking request, we will confirm availability and then issue a booking confirmation if the services are available.

For online bookings, any order summary email you receive is only an acknowledgement that we have received your request. It is not a contractual acceptance. Your contract is formed only when we send you a booking confirmation, at which point you are legally bound to purchase the booked services pursuant to the supplier’s terms and these Booking Conditions.

You must check that all names (as per passports), dates, times, and itinerary details on your booking confirmation are correct and meet your requirements. Changes are usually very limited once tickets or travel documents are issued and may attract extra charges. See Clause 6 for amendment and cancellation details.

If you need to change anything on your booking, we strongly advise you to contact us on the same day of making the reservation and ideally before 11.30pm to minimise amendment fees.

On receiving your travel documents, you must carefully check all details (names, dates, timings, etc.) and inform us immediately of any errors. Unless stated otherwise, flight tickets and other products are typically non-refundable, non-changeable, and non-transferable.

Occasionally, a confirmed product may later become unavailable—e.g. due to technical issues or a sudden reduction in availability by a supplier. If this happens, we reserve the right to cancel the contract and will inform you as soon as possible. For cancelled/rescheduled events (such as concerts or sports), we will try to offer an alternative of similar value. If you do not accept any alternative, a full refund of monies paid will be issued, with no additional compensation.

1. FLIGHT BOOKINGS

Financial protection

When you purchase an ATOL-protected flight from us, you will receive an ATOL Certificate setting out what is protected, what this means for you and who to contact if something goes wrong. We will confirm at the time of booking whether your flight is ATOL protected. If it is, we will issue an ATOL Certificate. See Clause 8 for further details.

Not all flight-only bookings are ATOL protected; in some cases we act solely as an authorised ticketing agent for the airline, in which case ATOL does not apply.

Availability & schedules

Seat availability and prices are controlled by the airline. Flight times are provisional and may change in line with the airline’s own terms. Most airlines treat tickets as non-refundable.

We will pass on seat or special meal requests to the airline where possible, but these cannot be guaranteed and remain at the airline’s discretion. Extra-legroom or exit-row seats are usually only assigned at airport check-in.

Fares

Airfares can change very quickly. To secure a quoted fare, you should make payment within 1 hour of booking confirmation. If the fare changes before we receive payment, you may cancel without penalty if you do not wish to proceed at the new fare.

If the original flight becomes unavailable, we will try to offer a similar alternative (which may involve different airlines or flight times).

Indirect flights

Some flights may include stopovers. Details of any stops will be provided at booking.

Baggage

Baggage allowances vary by airline and route. Our prices include the standard checked baggage allowance offered by the airline unless otherwise stated. Your allowance is detailed in the airline’s conditions and/or on your booking confirmation.

Some airlines charge separately for checked bags and do not include them in the basic fare. Where this applies, hold luggage is not included in our headline price; you will be offered the option to add luggage during the booking process. If you choose not to add hold luggage, you will only receive the standard hand baggage allowance stated by the airline (usually between 5–10kg, subject to size limits). For full details, please refer to the airline’s terms.

Many countries, including the UK, have strict rules about bringing food, plant or animal products. You must ensure you do not attempt to carry restricted items.

Hand luggage liquid rules

If you carry liquids in hand luggage, each container must be no more than 100ml and must fit in a single, transparent, resealable plastic bag of up to 1 litre (roughly 20cm x 20cm). The bag’s contents must fit comfortably and be fully sealed. See the latest rules at: https://www.gov.uk/hand-luggage-restrictions/overview

Check-in

Check-in instructions are included with your booking confirmation. Some airlines require online check-in; failing to do this can result in airport check-in fees, which you must pay.

You must follow the airline’s check-in procedures and arrive in good time. Tickets are usually non-refundable and non-changeable in cases of no-show or late check-in.

We generally recommend arriving:

• at least 3 hours before departure for long-haul flights; and
• at least 2 hours before departure for European/domestic flights.

Check-in desks usually close 60 minutes before departure. Boarding gates often close around 15 minutes before departure. You should clear security and customs at least 60 minutes before departure and be at your gate at least 35 minutes before departure.

If you fail to check in online where required, or fail to arrive on time at check-in or at the gate, your ticket cannot be refunded or changed.

Amendment & cancellation (flights)

Most airlines treat flight bookings as non-refundable and may charge substantial fees for changes or cancellations. If you miss any part of your itinerary or are marked as a no-show for a sector, the airline may automatically cancel the rest of your itinerary. Please let us know as soon as possible if you cannot travel; in many cases it will not be possible to retain unused legs.

You must refer to the airline’s own terms for full details and see Clause 6 below. As we are your booking agent, any requests for changes or cancellations should be directed to us in the first instance.

1. PRICE AND PAYMENT

Your holiday price includes all taxes, fees, charges, and costs known at the time of booking. If any additional taxes, fees or costs cannot be precisely calculated in advance, we will explain the nature of these possible extras before you book.

At the time of booking, you may be asked to pay a deposit or an instalment towards the full cost, or to pay the full balance immediately—this depends on how close the booking is to the departure date and on the supplier’s requirements.

If you only pay a part of the full price initially, any balance must be paid by the due date stated on your booking confirmation. Failure to pay on time may result in the supplier cancelling your booking and imposing cancellation charges according to their terms.

Unless otherwise stated, all monies paid to us are held on behalf of the relevant supplier/principal, except where the booking is ATOL-protected. Funds for ATOL-protected bookings are held in accordance with the requirements of the Air Travel Trust. In the event of ATOL-holder insolvency, money held by us at that time continues to be held on behalf of the Trustees of the Air Travel Trust, not the ATOL holder.

Price changes after booking

Your holiday price may change after booking only in very limited circumstances, such as:

• changes in fuel or other power costs;
• changes to taxes or fees imposed by third parties (e.g. tourist taxes, airport or port fees); or
• fluctuations in exchange rates.

No price changes will be made within 20 days of departure.

We will absorb any increase equivalent to up to 2% of your travel price (excluding amendment charges). You will only be asked to pay any amount over that 2%. If the increase exceeds 8% of the total price, you may:

• accept the change;
• switch to another available holiday (and receive any refund if the new holiday is cheaper); or
• cancel and receive a full refund of all monies paid (excluding any amendment charges).

If the cost components fall and your holiday price drops as a result, you will be entitled to a refund of any reduction, minus reasonable administrative expenses.

1. CANCELLATION AND AMENDMENT

Cancellation by you

You may cancel your booking at any time. All cancellations must:

• be made in writing by the lead passenger; and
• be sent to Customer Services, Levifly, 128 City Road London EC1V2NX, United Kingdom or emailed to [email protected].

Your cancellation only takes effect when we receive it.

On cancellation, suppliers may charge a fee in accordance with their own terms and conditions, which can be as high as 100% of the total price, especially for flights and other non-refundable services. In most cases, bookings are non-refundable from the date they are made, unless otherwise stated.

We also charge our own administration fee per passenger (see Clause 21) for processing a cancellation.

Amendments by you

If you wish to make changes to your booking (for example to names, dates, or other details), you must notify us in writing at the address/email above. We cannot guarantee that changes will be possible after confirmation, and any changes will depend on supplier terms.

Aside from increasing the number of passengers on a booking, amendments usually incur:

• our amendment fee per passenger (see Clause 21); plus
• any supplier change fees or fare differences.

If you have travel insurance, you may be able to claim certain cancellation or amendment costs under your policy; you must check directly with your insurer.

1. TRAVEL INSURANCE

We strongly recommend taking out adequate travel insurance as soon as you book. Check that your policy:

• covers your destination(s) and duration;
• includes any activities you intend to take part in (e.g. adventure or sports); and
• includes any pre-existing medical conditions.

Insurance should ideally cover cancellation, delays, lost luggage, medical expenses and repatriation as a minimum. Always read the policy wording carefully to confirm the level of cover.

We partner with Just Travel Cover to help you find travel insurance. Clicking the relevant link on our site will take you to a white-label website operated by Just Travel Cover (a trading name of Just Insurance Agents Limited). Please see their Privacy Policy for details of how your data is processed.

Levifly UK acts only as an introducer and is not responsible for recommending specific policies or for any policy discrepancies. All queries about insurance terms, cover or claims must be directed to Just Travel Cover. You may visit their website or call 0800 294 for more information.

1. FINANCIAL PROTECTION

Flight-only

Some (but not all) of our flight-only bookings are financially protected through our ATOL (Air Travel Organiser’s Licence) number 3517, issued by the Civil Aviation Authority (CAA), Gatwick Airport South, West Sussex, RH6 0YR, telephone 0333 103 6350, email [email protected].

If you buy an ATOL-protected flight from us, you will receive an ATOL Certificate. This sets out what is protected, who provides it and who to contact if there is a problem.

Flights sold purely as airline ticketing (where we act as an agent issuing tickets for the airline) are not ATOL protected. We will tell you at booking if your flight is ATOL protected. If you do not receive an ATOL Certificate, then ATOL protection does not apply.

Flight packages

If we sell you a flight package on behalf of another organiser, your ATOL protection comes from that organiser, and their ATOL details will appear on your booking confirmation.

Where we ourselves act as organiser of a flight package, see Section B, Clause 5 for financial protection details.

Where services are ATOL-protected, either the suppliers named on your ATOL Certificate or we will provide the services you’ve booked (or a suitable alternative). If neither we nor the suppliers can do so due to insolvency, an alternative ATOL holder may take over your arrangements at no extra cost. You agree to pay any outstanding sums to that alternative ATOL holder where requested.

If it is not possible to appoint another ATOL holder, you may be entitled to claim under the ATOL Scheme (or from your credit card issuer where applicable).

If we or the suppliers on your ATOL Certificate cannot provide the services due to insolvency, the Trustees of the Air Travel Trust may make a payment to you under the ATOL Scheme. In exchange, you agree to assign any related claims you have against us, the suppliers or your credit card issuer to those Trustees. The Trustees may later transfer such claims to another body that has paid out sums to you under the scheme.

Non-flight packages

Where we sell a package organised by a third party, we will inform you what financial protection they provide in case of their insolvency. Where we are the organiser, see Section B, Clause 5.

1. DELIVERY OF DOCUMENTS

Travel documents (e.g. tickets) are generally sent to you by email within 48–72 hours of full payment. For very late bookings, documents may be sent within 24 hours. On request, documents may be posted instead.

We are not liable for lost documents once posted, unless the loss is due to our negligence. If tickets or documents need to be reissued, all costs will be your responsibility; reissue is typically only possible up to 7 days before departure. Courier or special delivery options can be arranged at your cost.

1. PASSPORTS, VISAS AND HEALTH

You must inform us of any medical conditions or reduced mobility at the time of booking so that we can assess suitability and advise on any limitations.

We can provide general guidance on passports, visas (including approximate processing times) and health formalities, but you are responsible for checking and confirming your specific requirements with the relevant embassies, consulates, and your doctor. Entry, visa and health requirements can change, so you must obtain the latest information in good time before travelling.

For travel within the British Isles, airlines normally require photographic ID (passport or driving licence).

Passports

Most countries require your passport to be valid for at least 6 months beyond your return date. Your passport must be in good condition; damaged passports may result in refusal of travel. A machine-readable passport or valid visa is mandatory for travel to the USA and increasingly for other countries such as South Africa and India. Always check requirements with the relevant embassy.

Visas

Some journeys require transit visas even if you do not leave the airport. We will alert you when we are aware a transit visa is required, but you must also check the UK Government’s foreign travel advice at www.gov.uk/foreign-travel-advice.

For the USA, an ESTA is required for travel or transit (https://esta.cbp.dhs.gov/esta/). For Australia and Canada, an ETA or similar authorisation is usually needed. Please check with the relevant embassy or consulate.

If your itinerary involves changing airports in the same city, you must arrange your own transfer and any required transit visas.

For US travel, all passengers must have their own machine-readable passport. For current information, see www.uk.usembassy.gov.

For European travel, you should secure appropriate health cover (previously EHIC/now GHIC) before departure. Non-British passport holders (including EU nationals) must seek up-to-date advice from the embassy or consulate of their destination and any transit countries.

Security & travel advice

You should check the latest travel advice from the UK Foreign, Commonwealth & Development Office (FCDO) at www.gov.uk/travelaware (see Clause 17).

Children

Airlines often require additional documents for children travelling without their parents or unaccompanied. You must notify us in advance, and ensure all required documentation is in place. We are not responsible if boarding is refused due to missing documentation.

Pregnancy

Many airlines restrict travel for passengers in late pregnancy. You must inform us if anyone in your party is pregnant at the time of booking (or becomes pregnant before travel) so we can check the airline’s policy. Medical certificates confirming fitness to fly may be required. We accept no liability if travel is refused because we were not informed or airline guidance was not followed.

We are not responsible if you cannot travel or suffer loss because you fail to comply with passport, visa, immigration or health requirements. You agree to reimburse us for any fines or losses we incur as a result of your non-compliance.

Please remember entry and visa rules can change at any point. It is your responsibility to ensure you meet all visa and health requirements. Levifly is not liable for delays or changes caused by incomplete or incorrect documentation.

1. FINAL TRAVEL ARRANGEMENTS

You must ensure:

• all travel, passport, visa, and insurance documents are valid and in order; and
• you arrive in plenty of time for check-in (see Clause 4).

You may need to reconfirm your flight directly with the airline 72 hours before departure. We can provide airline contact details on request. Keep a note of any reference or name when reconfirming. If you do not reconfirm, you may be refused boarding, and refunds are unlikely.

1. COMPLAINTS

As your agent, we will assist with complaints, but your contract is with the supplier/principal, so any issues should be raised with them first. If you encounter a problem while travelling, you must inform the local supplier or their representative immediately and also notify us or your travel agent.

If you do not report problems at the time, it becomes harder for the supplier to investigate and resolve them, which may reduce any compensation you might otherwise receive.

On your return, if you still wish to complain, you should write directly to the supplier/principal (details will be in your confirmation documents). We are happy to assist—contact us at [email protected] or by post at the address listed above.

If the issue cannot be resolved and involves us or another ABTA member, you may use ABTA’s ADR scheme (approved by Chartered Trading Standards Institute) via www.abta.com. You may also submit a complaint via the European Commission’s Online Dispute Resolution platform at www.ec.europa.eu/consumers/odr/. The ODR platform simply forwards the complaint; it does not itself decide how it will be resolved.

1. RESPONSIBILITY FOR YOUR BOOKING

Your contract is with the supplier/principal, whose booking conditions apply. We act only as agent and are not responsible for the actual provision of services. Our responsibility is limited to arranging your booking in line with your instructions. We are not liable for information about travel services that we pass on in good faith from suppliers.

If we are found liable to you on any basis, our maximum liability is limited to twice the amount of the commission we earned on your booking (or the proportional share for an affected person).

We do not exclude or limit liability for death or personal injury caused by our negligence or that of our employees acting within the scope of their employment.

Where we act as organiser of a Package, our responsibilities are as set out in Section B.

1. UNAVOIDABLE AND EXTRAORDINARY CIRCUMSTANCES

Except where these Booking Conditions specifically state otherwise, we will not be liable or required to pay compensation if our obligations are affected by “Unavoidable and Extraordinary Circumstances” beyond our or our suppliers’ control, which could not have been avoided even if all reasonable measures had been taken.

Such circumstances include (but are not limited to):

• war, terrorism or serious security threats;
• civil unrest;
• serious health risks or major disease outbreaks at your destination;
• natural disasters such as floods, earthquakes, severe weather;
• actions of governments or local authorities (including port/airport closures or restrictions);
• industrial disputes, strikes, lockouts;
• natural or nuclear disasters;
• fire, chemical or biological incidents;
• air traffic control problems, flight cancellations, or significant transport disruptions; and
• other similar events beyond our or our suppliers’ control.

Brexit implications

Some services may be affected by the UK’s departure from the EU—for example, flight routes, airport access, or visa rules for UK citizens. We will monitor developments and inform customers if we become aware of any impact on confirmed bookings. However, as these changes are outside our control and unprecedented, they will usually be treated as Unavoidable and Extraordinary Circumstances. We will seek to provide suitable alternatives or refunds where possible but will not be liable to pay additional compensation. See more at: https://www.gov.uk/transition

1. ACCOMMODATION RATINGS & STANDARDS

Accommodation ratings are either those supplied by the provider or our own average ratings based on industry knowledge and customer feedback. Any ratings we give are for guidance only and may vary between countries and providers. We cannot guarantee the accuracy of star or quality ratings.

We make reasonable efforts to identify the official rating of accommodation, and where provided, this will appear on our website description.

1. DOCUMENTATION & INFORMATION

All descriptions, images and content on our website or in our marketing materials are provided on behalf of the relevant supplier as a general guide to the services offered. Not all details can be listed. All services are subject to availability.

If you require more specific information about any particular arrangement, please contact us before booking.

1. SAFETY & SECURITY

You are responsible for checking the latest Foreign, Commonwealth & Development Office (FCDO) advice regarding your destination and for making an informed decision about travelling (see https://www.gov.uk/travelaware).

FCDO advice to avoid or leave a particular country or area may constitute Unavoidable and Extraordinary Circumstances under Clause 14.

1. YOUR BEHAVIOUR

You must behave in a reasonable, considerate and orderly manner and must not disrupt other guests or third parties. If, in the opinion of any supplier, principal, or person in authority, you or a member of your party:

• causes or is likely to cause distress, danger, or annoyance to others;
• causes or is likely to cause damage to property; or
• risks delaying or diverting transport,

the supplier/principal may terminate your booking immediately, with no further responsibility or liability to you.

You and your party may be required to pay for any damage or losses caused. You are jointly and individually responsible for such costs and must pay them directly to the supplier before departure. If you do not, you will be liable for any resulting claims and all costs we incur in pursuing those claims.

We are not responsible for the behaviour of individuals not connected to your booking or to us.

1. DATA PROTECTION

As part of your booking, we will need personal information such as names, contact details, passport numbers and other identifying data. We may also need to collect special category data, such as health information, disability details or religion, where relevant.

We process this information to make your booking and will share it with suppliers and others involved in providing your travel services. We may also be required by law to share it with public authorities (e.g. customs, immigration, security, or crime prevention bodies).

If you are travelling to the USA, certain data must be provided to US Customs and Border Protection to help prevent terrorism and serious crime. If your travel involves destinations outside the EEA, your data may be transferred to those countries in compliance with data protection laws.

By making a booking, you understand that your personal data (including special category data) may be shared as necessary for arranging your travel.

Please refer to our Privacy Policy (linked on our website) for full details of how we collect, use, store and share your data.

1. ABTA

We are a member of ABTA, we adhere to ABTA’s Code of Conduct. ABTA provides assistance and an ADR scheme for dispute resolution, approved by the Chartered Trading Standards Institute. If a complaint cannot be resolved through our own internal process, you may use ABTA’s scheme at www.abta.com.

You may also use the European Commission’s Online Dispute Resolution (ODR) platform: www.ec.europa.eu/consumers/odr/. The ODR platform forwards your complaint but does not decide outcomes.

1. SERVICE CHARGES

We may charge the following fees for services we provide:

Service Fees

Admin fees £50

Delivering tickets by hand Not available

Tickets dispatched by courier £2

Tickets dispatched by insured delivery £5

International telephone/fax calls As charged by provider

Tailor-made itinerary planning No charge

Bookings No charge

If you pursue financial reimbursement claims or payment disputes to recover the cost of your holiday/flight or compensation from Levifly UK via external channels, a surcharge of 10% of the total payment will be retained at the conclusion of the handling process.

1. TRAVEL ADVICE

New Zealand – NZeTA

Travellers to New Zealand must obtain an NZeTA before departure. Approval can take up to 72 hours. Passengers may be denied boarding if they do not hold a valid NZeTA. For more information, see: https://www.immigration.govt.nz/nzeta

South Africa – minors

Children under 18 travelling to or from South Africa are subject to specific documentation requirements. Parents may need to show the child’s full unabridged birth certificate and other documents. Copies that are not certified and short-form birth certificates will not be accepted. See: https://www.gov.uk/foreign-travel-advice/south-africa

Other official resources

• UK visa services: http://www.ukvisas.gov.uk/en/
• FCDO general travel and living abroad advice: http://www.fco.gov.uk/en/travel-and-living-abroad/travel-advice-by-country/

Travel from the UK – electronic devices

Personal electronic devices (phones, laptops, tablets, etc.) must be charged and may be checked at security. For travel to or via the USA, devices may be inspected before boarding. Non-working devices may have to be left at the airport, and in some cases passengers may be denied boarding.

 

SECTION B – PACKAGE HOLIDAY TERMS & CONDITIONS

(ONLY applies where we are the organiser under the Package Travel Regulations)

This Section should be read together with Section A.

1. TRANSFERRING YOUR PACKAGE BOOKING

If someone in your party cannot travel, their place may be transferred to another person, provided that:

• the replacement is introduced by you and meets all conditions of the travel arrangements;
• we are notified at least 7 days before departure;
• you pay any outstanding balance plus our administration fee per transferring person, and any additional supplier costs or charges; and
• the transferee agrees to these Booking Conditions, the supplier’s terms and all other requirements.

You and the transferee remain jointly and severally responsible for payment of all sums.

If no replacement is found, cancellation charges may apply (see Section A, Clause 6). No refunds are given for non-travelling passengers or unused services.

1. IF YOU CANCEL YOUR PACKAGE DUE TO UNAVOIDABLE & EXTRAORDINARY CIRCUMSTANCES

If we have organised a Package for you, you may cancel before departure without paying a cancellation fee if Unavoidable and Extraordinary Circumstances (as defined in Section A, Clause 14) occur at your destination or nearby, and they significantly affect either:

• the performance of your Package; or
• the transport to your destination.

In such cases, you are entitled to a full refund of all monies paid, but not to additional compensation.

This right generally applies where the FCDO specifically advises against travel to your destination or its immediate vicinity.

1. IF THE SUPPLIER/PRINCIPAL CHANGES OR CANCELS YOUR PACKAGE

Minor changes

If the supplier makes a minor/insignificant change to your arrangements (e.g. slight flight time change, change of aircraft, or similar-standard hotel), we will try to notify you as soon as possible, but we have no liability for such changes.

Significant changes

Examples of significant changes made before departure include:

• change of accommodation area for a major part of your trip;
• downgrade of accommodation standard/classification for a major part of your trip;
• change of outward departure time or total trip length by more than 12 hours;
• change of UK departure airport;
• substantial change to itinerary, such as removing an entire destination.

If a significant change or cancellation occurs, we will inform you promptly and, where time permits, offer you the choice of:

i. accepting the revised arrangements; or

ii. cancelling and receiving a full refund of all monies paid; or

iii. accepting alternative arrangements of comparable or higher standard (if available) at no extra cost; or

iv. accepting alternative arrangements of lower standard, with an appropriate refund of the price difference.

You must inform us of your choice within the specified timeframe. If you fail to respond, we may treat your booking as terminated and refund your payment for the affected part.

Refunds

If your flights and other components continue as scheduled but you personally choose not to travel, normal cancellation fees apply.

Refunds are usually processed back to the original card used for payment. Where the refund exceeds the original card payment, we may pay any balance via bank transfer to the person who made the booking. The refund process typically takes around 2 weeks. We are not responsible for any bank charges you may incur.

1. OUR RESPONSIBILITIES AS ORGANISER FOR PACKAGES

When we act as organiser under the Package Travel Regulations, we are responsible for ensuring that the travel services forming your Package are provided as described in your booking confirmation, even though we are still acting as agent for the suppliers.

If we or the suppliers fail to perform or improperly perform your Package and do not resolve your complaint within a reasonable time, and this affects your enjoyment, you may be entitled to a price reduction, compensation, or both. The level of any compensation will take into account:

• whether you followed the complaints procedure; and
• the extent to which any failure genuinely impacted your trip.

You must be able to show that we or the suppliers failed to perform or performed improperly if you wish to claim.

We are not responsible, and will not pay compensation, where any injury, illness, death, loss, damage, expense or other claim results from:

• your own acts or omissions;
• acts or omissions of a third party not connected with the provision of the Package services and which were unforeseeable or unavoidable; or
• Unavoidable and Extraordinary Circumstances (see Section A, Clause 14).

Limits on liability

If we are liable under the Package Travel Regulations, our liability is limited as follows:

a) Claims not involving death, injury or illness

Our maximum liability is up to three times the total price of the Package paid by or on behalf of the affected person(s). This maximum would only be payable where you derived no benefit at all from the Package.

b) International travel and accommodation

For claims involving international air, sea, rail transport or hotel stays, our liability is limited as though we were the carrier/hotelier under the relevant international conventions (e.g. Warsaw/Montreal for air, Athens for sea, Berne/COTIF for rail, Paris for hotels). Copies are available on request.

The carriers’ Conditions of Carriage also apply. By booking, you agree that these conditions form part of your contract with us and the carrier/hotel.

Where an airline is liable to you under EC Regulation 261/2004 (denied boarding, delay or cancellation), any liability we may have in relation to the same facts is limited to the remedies provided by that Regulation, as if we were the carrier.

Any sums you receive (or are entitled to receive) from transport providers, hoteliers or others in relation to your complaint may be deducted from any payment we make to you.

It is a condition of any payment under this clause that you follow our complaints procedure and notify both us and the relevant supplier promptly.

If we or our insurers make a payment, you (and any minor’s parent/guardian) must assign to us or our insurers any rights you have to pursue a third party and provide assistance in doing so.

We are not liable for any loss or expense which:

• we could not reasonably have foreseen at the time of booking; or
• relates to any business activity.

We are not responsible for services or facilities not included in your booking confirmation or advertised by us, for example, any excursions or additional activities you arrange locally.

Extended stay due to unavoidable circumstances

If you cannot return home on the agreed date because of Unavoidable and Extraordinary Circumstances, we will arrange necessary accommodation (where possible, of a similar standard) for up to 3 nights per person. This cap does not apply to persons with reduced mobility, pregnant women, unaccompanied minors, or people needing special medical assistance, provided we were informed of these needs at least 48 hours before the Package starts.

1. INSOLVENCY PROTECTION FOR PACKAGE PAYMENTS

Flight-inclusive Packages

All our flight-inclusive Packages are financially protected by our ATOL 3517 issued by the CAA. When you purchase a flight-inclusive Package, you will receive an ATOL Certificate. It explains what’s protected, who to contact and what happens if we or the suppliers become insolvent.

Our advertised prices include the ATOL Protection Contribution (APC) of £2.50 per person that we pay to the CAA. ATOL mainly protects customers who book and pay in the UK.

We or the suppliers named on your ATOL Certificate will provide the services listed (or suitable alternatives). If this is not possible due to insolvency, another ATOL holder may provide the services at no extra cost, and you may be asked to pay any outstanding sums to that ATOL holder. If no alternative ATOL holder is available, you may claim through the ATOL Scheme (or your credit card issuer, where applicable).

In return for any payment under the ATOL Scheme, you agree to assign any related claims to the Trustees of the Air Travel Trust, who may re-assign them to another body paying out under the scheme.

ABTA & non-flight arrangements

We are also an ABTA member (Y6438/P7124) and follow ABTA’s Code of Conduct. Where you purchase non-flight packages, your money is protected in line with applicable regulations and ABTA’s rules.

If you buy travel services that do not form a Package (e.g. a single service, or separate services purchased at different times), your monies may not be financially protected. Please check with us if you are unsure.

1. PROMPT ASSISTANCE WITH PACKAGES

If you have booked a Package and encounter difficulties while on holiday, we will provide appropriate assistance, such as:

• information on local health services;
• details of local authorities and consular contacts; and
• help with long-distance communications and finding alternative travel arrangements.

If the difficulty is not caused by our failure (or that of our suppliers), we are not responsible for the cost of any alternative travel or additional services you require.

Airlines, transport providers or hoteliers may offer refreshments, accommodation or other support under their own policies, which you should claim directly from them.

If you arrange your own alternative travel without contacting us first, we may not reimburse any related costs. In cases where the difficulties were caused intentionally by you or due to your negligence, we may charge a reasonable fee for any assistance we provide.

This page sets out the detailed terms that govern our products and services. By using our website or making a booking, you acknowledge that you are legally bound by these Terms & Conditions, together with any supplier-specific terms that apply to your arrangements. If you do not agree, you should not proceed with a booking. Please read all terms carefully before using our website or finalising any reservation.

 

1. ADDITIONAL INFORMATION

EUROSTAR TRAINS

You should arrive at the station at least 60 minutes before departure (see: https://faq.eurostar.com/faq/us-en/question/When-should-I-check-in-for-my-train).

Your booking confirmation will contain a reference enabling you to collect your ticket from self-service machines or a ticket counter. Allow sufficient time—at least 30 minutes before departure, and 60 minutes for Eurostar journeys. You must collect and retain your ticket to travel; a booking confirmation alone is not sufficient.

CAR HIRE

When collecting a rental car, you will usually need:

• passport or ID;
• valid driving licence (often held for at least 3 years);
• international driving permit (where required); and
• a valid credit card in the main driver’s name.

Most suppliers require drivers to be between 25 and 70 years old. Deposits are generally taken by credit card in the main driver’s name. Direct debit cards are usually not accepted for deposits, and cash deposits are rarely accepted. Check these details at the time of booking.

HOTELS

Check-in and check-out times vary by hotel and destination. Some hotels may apply local city taxes or resort fees payable directly at the property. Please ensure the hotel and its location meet your expectations before travel.