Booking Terms and Conditions
At the time of making a reservation and deciding to purchase flight(s)/Accommodation/car hire, you pledge that you are authorized to accept the terms and conditions of making a reservation with us and agree to the booking conditions of any airline/contract principal whereby Cheap Flight Experts is acting as an agent. Therefore, it is strongly advised that you take time to thoroughly read the following Terms and Conditions applicable to all sorts of reservations and their payments you intend to make with us.
The following terms and conditions are applicable on all kind of bookings that we deal with i.e. holiday packages, flights, car hire and accommodation - please read thoroughly and/or contact our personnel for any ambiguity.
Booking Terms & Conditions are divided into three major parts:
2: Part 2 applies to all such bookings classified as "Packages" by the terms in "Your Holiday Packages" and
3: Part 3 constitutes additional conditions in travelling and termed as "Other Travel Arrangements".
Please note that the following Terms & Conditions are specific to Cheap Flight Experts’ company policy and in certain cases a supplier's, holiday provider's, accommodation provider's, hotelier's, international air control's or airline's additional terms may also be applicable as / when advised by your booking agent.
Goods/Services purchased and facilitated via Cheap Flight Experts’ websites may also be subject to further specific terms and conditions linked with such goods/services as well as, without limitation, terms and conditions involving price revisions resulting from tax/contract variation/changes in case of bookings made against deposits and balance payment is awaited.
Customers are requested to read additional Terms & Conditions mentioned in the product description in email as well as on the website.
MODIFICATION OF TERMS
The terms and conditions on this page may be modified as deemed necessary at any time without prior notice. The new and revised terms and conditions shall become effective once posted on the Website, and will not have any retrospective effect on existing arrangements.
PART 1 – BOOKINGS & RESERVATIONS
a) Reservations shall be made over the telephone, in person, online or by mail.
b) Reservation is followed by confirmatory email from consultant to the passenger (provided that the correct email address is given in time). The confirmatory email contains all the details of passenger’s booking information, schedule, mode of payment, paid amount, company contact details and terms & conditions.
c) Flight Reservation / schedule and details have to be communicated by the customer for errors/omissions in written (where applicable) within 24 hours of reservation. It should also be communicated, if the details are correct (unless otherwise advised by agent).
d) For reservations made online, full payment is normally required at time of reservation unless specifically stated in the booking process.
e) In case of payment in instalments, THE MINIMUM DEPOSIT PAYABLE IS 25 GBP. The initial deposit is non-refundable and is required within 24 hours of reservation to ensure Travel Consultancy services and maintain seat Reservation.
f) Tickets are only issued once agreed, replied or confirmed by the passenger. Issued tickets are non-refundable, non-changeable and non-transferable (unless specified).
g) E-Tickets (Electronic Tickets) are issued and sent via email once full payment is made before deadline / ticket time limit / expiry and after schedule/itinerary is confirmed by the passenger in written via email and any/all document (in case of third party card) are provided.
h) In cases, where no email address is provided, the customer may visit the office in person to collect tickets or request tickets by post (mailing/post may take less/more than 72 working hours).
i) The confirmatory email that is sent after telephonic or online reservation and the subsequent payment is "not a proposal" but signifies that the buyer and the seller "are in contract" as stated in the email, at details and cost as provided and agreed between both parties. However, a passenger may request corrections (if any) in response to the email asap or same day.
j) After the initial deposit, the customer can make deposits in instalments weekly, monthly or can pay lump sum before the deadline of payment.
k) There will be no contract between the seller and the buyer until the card is charged or payment is made. In cases where wrong or invalid card or payment information is provided or if the card is not accepted or third party card forgery or fraud is suspected, no contract will be made.
l) All or any call may be recorded for quality purposes. Customer Feed Backs, Survey Information or communication may also be used for marketing, public information or where required. However, customer personal information / payment details are confidential only discussed with the customer him/herself or any guardian, if applicable.
m) In case of technical errors in online reservation, considering that to be systematic in nature, no reservation is made. While in case of Phonetic errors, the Verification Officer may utilize all sources and take a decision in the best interest of the customer as well as the organization.
n) The company may require / demand all third party card verification documents where any passenger has a different name than that given on the card, or where a friend / company or family is making payment on behalf of the passenger. The third party card documents are strictly required for your financial security and to protect our customers from any kind of fraud, misuse of lost/stolen cards through online/phone reservations. Any third party using a card on different name is required to abide by the third party terms and conditions as communicated through the concerned agent / consultant at the time of reservation/payment/use of third party card. *A passenger who fails to provide third party card documents/bank verifications in time will be charged cancellation fee OR tickets will not be issued if the verification Officer (Cheap Flight Experts) is not satisfied with the documents/evidence provided.
o) For Adult passenger, travel information / details will only be communicated, discussed or responded to the passenger him/herself. Parents/Guardians can discuss the travel details of Infant / Child / minors / Senior Citizen (above 60) / Special or disable persons, provided that the reservation is made by parent / guardian directly.
p) The deposit is deducted from the total ticket cost i.e. the first Deposit is first a part of payment towards total ticket cost. Upon final payment the flight schedule and price as applicable/available on date of full payment/confirmation is resend/communicated to the passenger for reconfirmation/difference payment prior ticket issuance.
q) In case if schedules/flight details/price are rejected or objected by the passenger after purchase and before the issuance of ticket (at the time of 1st confirmatory email), considering if there is a valid reason, the travel consultant will provide/inform any/all alternate flight options to best suit passenger’s priorities. However, some flights/reservations may not be transferable or changeable depending on airline or destination and cancellation charges may apply.
r) For regular or Deposit reservations, if at the time of ticket issuance the airline schedule is changed/revised or if the airline is no more available/operating, or in case if any currency fluctuation, tax or fare difference has occurred during the course or applicable, the passenger will be notified. In such cases, (if required) alternate flight options will also be offered and payment can be adjusted in new flights at fare/cost difference as applicable and payable by the passenger. Fares, Taxes or any charges may be revised by airline or governing body at any instance unless the tickets are confirmed in writing, documents provided, fully paid for and issued same day.
s) In case of late payments, payments in instalments, deposit reservations, late schedule confirmations, late third party card document submission, airline policy change, fare/tax revision etc. the availability of fares is inductive and confirmed on full payment, at same day of ticket issuance.
t) A secondary Schedule verification may also be sent at the time or prior ticket Issuance, if required. Any/all matters related to cost/schedule/name/transits should be settled before ticket issuance and the agency will not be liable or accountable once the settlement is made between the seller and the buyer and the product and services (ticket/accommodation voucher etc.) is delivered.
u) Cancellation will be charged if change factors occur externally, other than Cheap Flight Experts or if the Flights are cancelled by the passenger him/herself on free will or other reasons. The cancellation charges before ticket issuance are those as stated in company policy while cancellation charged after ticket issuance is as stated in airline policy (For exact amount of cancellation please contact your concerned agent/consultant). *Reservations can also be entirely non-refundable in case of most economy or special promotional fares depending on specific airline policy and destination, please recheck before applying cancellation.
v) The balance of your reservation should be paid before the given deadline or ticket expiry date. Please note we do not send reminders. If the balance is not paid by the due date we reserve the right to cancel your reservation, retain your deposit, and apply the cancellation charges set out in the section 6.3.
w) Complete details of flight schedules, departure, return date, accommodation check in etc. should be reconfirmed by the passenger with the relevant airline/supplier at least 72 hours prior to departure.
x) For matters concerning flight services, airports, dissatisfaction with carrier or accommodation, flight delays, in-flight services, on board operations, flight cancellations, airline suspension, in-flight food/entertainment, etc. concerned airlines and hotels are directly responsible/accountable and should be contacted directly for immediate solution, any sort of claim or complaint. Cheap Flight Experts cannot be held responsible for any issue the passenger faces while staying in hotels or utilizing Airlines’ services that arise due to policy, operations or standards of a specific hotel or airline.
y) Matters related to Visa, Transit, Passport or Travel Document must be checked with the concerned consulate or embassy prior travel / reservation. Cheap Flight Experts does not bear any responsibility for providing, assisting or advising valid travel documents / transit / visa or appropriate passport for entry clearance.
2.0: For Complaints:
a) For complaints or customer care please feel free to contact the designated managers in each section/unit, or the Central Customer Services department at Cheap Flight Experts. In case where foul language is used or racial discrimination / harassment or disrespectful comments are made by the passenger/caller, the employee reserves the right to terminate the communication politely and immediately.
b) Complains about staff / employ performance, behaviour, professionalism or skills can also be launched at complaints [at] www.cheapflightexperts.co.uk. All complaints are addressed at the earliest possibility.
Procedure to File a Complaint:
Step one: Talk to the Travel Consultant who processed your booking or whom you are not satisfied with.
Step two: (Informal stage 1) If your concern is not resolved, seek help from a supervisor of the agent you dealt with in finding the best way to progress your concerns.
Step three: (Informal stage two) if the matter is not resolved, send us your complaint to manager at firstname.lastname@example.org
Step four: (Formal) if the matter is still unresolved, write to the customer services manager at complaints at email@example.com
Step five: (Escalation Stage) If you are still unhappy, kindly send your concerns to the Manager Operations at Khadeejah@cheaflightexperts.co.uk
The medium of communication with us is only English.
3.0: MODES OF RESERVATIONS
Reservations can be made in any of the following modes. All Terms & Conditions apply:
A: ONLINE RESERVATIONS:
a) Online reservations are directly made, selected and reserved by the passenger in central reservation system (online booking engine) and s/he is supposed to select appropriate, correct and required flight timings /schedule or other information. However, assistance is provided where there is an inappropriate or short time interval selected by the passenger or wherever h/she is required to make changes in travelling schedule considering if it is permitted in the terms and conditions of the concerned carrier/airline etc.
b) In cases where the passenger sends a "Flight Order" or "Inquiry email" after visiting the web site / search engine, an agent / travel consultant will call/email or contact the inquirer to provide with available flight/accommodation options for reservation completely in accordance with the submitted flight order.
c) Upon completion of an online reservation, an auto response is sent with schedule details.
d) Once the payment is charged, there is a secondary email from an agent / travel consultant to recheck all travel / payment details with you. The secondary email must be replied before dead line and tickets are issued as confirmed upon the secondary email.
e) Full payment is normally required at time of booking unless specifically stated in the booking process.
f) Once email of reservation is checked and confirmation reply sent by the passenger, all the instructions mentioned in the email are followed, E-tickets are issued and e-mail is sent the same day or ASAP of confirmation.
g) In the unlikely event of an administrative error resulting in an incorrect price being displayed, we reserve the right to correct the price. In these circumstances, the passenger is bound to continue with the purchase and h/she can cancel the booking as well as in such case cancellation charges are not applicable, no Terms & Conditions will apply and the passenger will be asked to email us to confirm the cancellation of booking.
B: RESERVATIONS MADE OVER THE PHONE:
a) For reservations on call a Travel Consultant is available. The passenger may inquire prices, details, schedules or make a reservation over the phone. In Telephonic reservation, the caller must note down the concerned Travel Consultant’s name and direct line number for future contact or reference.
b) All modes of payment (card / cash / bank payment / transfer / deposit payment) are available for Telephonic reservation. The caller may give her/his payment or card details over the phone in order for the agent to complete the reservations. (Invoices are available and can be demanded by the passenger).
c) The telephonic reservation is followed by a confirmatory email that is only for rechecking purpose and contains all travelling information like prices and itinerary of booked flights or accommodation. All terms apply as stated in the confirmatory email and in the company website.
d) The instructions written in the confirmatory email must be followed by the passenger to receive E-tickets in time.
e) In case where the concerned agent is not available to attend the call or respond to the message or where there is urgency or whenever there is strict time limitation regarding seat availability, the callers should contact the manager of the section/agent. .
C: RESERVATIONS MADE IN PERSON:
a) You are welcomed to visit our office any time to make flight or hotel reservations, payments or to collect the tickets.
b) In case where a person has inquired a flight over the phone initially and prefers to pay in person or collect tickets in person, it is highly recommended to call us before visit in order for us to keep your travel documents/itinerary or tickets ready for collection.
Note : All other conditions as mentioned in the Clauses from "a" to "y" in "Reservations Section" apply accordingly.
D: TYPES OF RESERVATION:
All Terms and Conditions apply for any or all kinds of reservation/purchase.
1: FLIGHT RESERVATION
I. Online Flight reservations, Telephonic Flight reservation, Walk-in Flight reservations or reservation on email are all entertained and provided by us.
II. One way flight tickets, return flight tickets, group reservation, economy or business class flight reservations are provided by us.
2: HOTEL/ACCOMMODATION / PACKAGED HOLIDAY RESERVATION:
a) Online Hotel / Package reservations, Telephonic reservation, In-person reservations or reservation on email are all entertained and provided by us.
b) Single, double or group reservations are facilitated in and at all standards (3, 4 or 5 star) as required.
3: OTHER SERVICES RESERVATIONS (INSURANCE / CAR HIRE ETC)
Assistance is provided in other services as Travel Insurance, Car Hire and Excursions where and when required.
Note: Flights departing from any airport, UK or worldwide can be booked from us. The charges would be converted in pounds, as applicable in UK as on date of final payment and issuance.
4.0: MODES OF PAYMENT
We offer comfortable, convenient and speedy modes of payment for timely reservation and ticketing. Also, our Financial Security Policy (refer 5.0) is designed especially to ensure a safe and trustworthy online payment and confirmation system.
4.1: PAYMENTS WITH CARD
Using a card is the most commonly used mode of payment in online and telephonic reservations.
4.2: DEBIT CARD
We accept Debit and Maestro Cards.
There are 0.5% surcharge on Debit card payments.
4.3: CREDIT CARD / AMEX CARD / OTHER CARDS
a) We accept Visa, MasterCard, JCB, American Express and Diners Club.
b) There is a 3% surcharge on such payments, except for American Express and Diners Club Cards which will incur a 4% surcharge.
*Third party documentation policy applies where the card holder name is different than the passenger’s.
4.4: PAYMNET IN CASH
One may make cash payment in person or through transfer or deposit in bank. It is the quickest mode of payment for the same day or urgent reservations. However, we do not accept cash payments through postal mail.
4.5: CASH PAYMENT IN OFFICE
The passenger may make cash payment in our office However; we strongly recommend one should call before visiting office for us to keep ticket / voucher and reservation available to avoid any delay.
4.6: CASH PAYMENT THROUGH TRANSFER OR IN COMPANY BANK ACCOUNT
a) The passenger may deposit Cash in any branch of Barclays Bank (please call and ask our travel agents for company bank account number / details). There is a 0.85% charge on cash payments per 100 GBP.
b) When making a Cash deposit please quote the booking reference number or your full name and make a notification call to your agent once you have deposited the amount in bank.
c) Please quote the booking number and name every time you send a payment.
4.7: PERSONAL/COMPANY CHEQUES & BANK DRAFTS
a) Personal Or Company Cheques are to be made payable to Cheap Flight Experts.
b) Please note we require ten working days for cheque clearance before tickets can be issued.
c) Should insufficient time be available to allow this, we can arrange special clearance with our bank at an additional cost of £15.
d) We don’t accept foreign currency cheques.
e) IF ANY CHEQUE IS RETURNED UNPAID TO US BY BANK, A £15 CHARGE WILL BE LEVIED.
f) In case of cheque bounce or failure of any kind (penalty is applicable), the passenger may be asked to deposit cash in our Bank account or use other modes of payment to continue reservation on immediate basis. Please note delays in the process or mode of payment type can affect total cost and differentials (if any) and will be paid by the passenger at the time of issuance.
g) Once the payment is confirmed and reservation is made, all flight details/prices will be rechecked for any schedule revision/fare difference (if any) prior issuance of the ticket and the passenger will be informed in case of any changes that are entirely set by the airline and not the Cheap Flight Experts.
h) Bank & Building Society Drafts will be accepted and treated as cash as long as they are received when the issuing office is open and we to verify the same, i.e. before 4pm on weekdays.
Note: All other terms apply as stated in Reservations Section between "a" to "y".
5.0: PAYMENT VERIFICATION & FINANCIAL SECURITY
5.1: WHO ARE WE?
We are retail agents for an ATOL & IATA registered organization with a proud decade of services in the UK. The air holidays in our brochure are ATOL protected as we act as agent for licensed tour operators by the Civil Aviation Authority, as we are 'Retail agents' on behalf of ATOL holder Moresand limited. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded aboard and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk. Schedule Airline Failure Insurance (SAFI) will be added to your invoice if scheduled airline flights are booked. For full details of the financial protection in place for your booking, please enquire at the time of making a booking.
5.2: HOW YOU ARE SECURED?
a) For maximum financial security of our customers, we have devised a fool proof and double check system. In this system once the reservation is completed over the phone and the confirmatory email containing all flight details is sent to the passenger and is informed about the total cost of purchase / charged amount and requested to verify the same with her/his bank in order for us to guarantee transparency and precision.
b) The passenger may be required to provide secondary confirmation of total transaction amount as appearing on her/his statement or the authorization code of transaction. This can either be obtained through online statement check or making a call to the respective bank.
c) The exact amount (not a round figure but in pounds and few pence) must match with our records. In case where the payment as stated on passenger’s bank statement does not match with the accounts records in our company, tickets cannot be issued (compliancy check failure).
d) Once the passenger confirms the total amount in exact figures (pounds & pence) and provided that the payment confirmed matched 100% with the company records / accounts, tickets are issued immediately.
5.3: THIRD PARTY CARD PAYMENTS REQUIREMENTS & OBLIGATIONS
a) If the card is in a name other than the passenger, we will require a hand written authorization letter from the card holder (fax or scan), a coloured photocopy (fax or scan) of both sides of the card, before a ticket is issued.
The following scanned or faxed documents are required from the card holder and the passenger:
I. A photograph
II. First page of passport
III. Driving license
b) In cases where the card holder and passenger does not want to provide any or all of the above documents s/he may switch the mode of payment such as cash payment / bank transfer where no photo ID or documents are required.
c) One may visit our office with all documents and in case where s/he does not want to fax/mail the third party card documents.
d) In case, if satisfactory documents are not provided, our verification officer reserves the right to terminate reservation with or without cancellation charges applied.
The Payment verification and financial security procedure as stated in SECTION 5.0 is applicable in all cases.
6.0: CHANGES & CANCELLATIONS POLICY
The following Changes and Cancellation policy apply on all purchase items such as holiday, package hotels, flights or other services with no regards to mode of payment or mode of reservation.
6.1: CHANGES IN RESERVATION:
a) If, after a confirmation email or an issued invoice, you wish to change your holiday arrangements Flight reservation, we will do our utmost to assist you, However 98% suppliers particularly airlines, do not allow changes and tickets are strictly NON-REFUNDABLE, NON-CHANGEABLE AND NON-TRANSFERABLE.
b) Any change in an itinerary prior to receipt of your final payment will be treated as an amendment.
c) Depending on the amount of work involved, each amendment will incur a charge which will not exceed £50 per person; in addition to any further costs or charges that we incur from our suppliers in making the alteration considering that the airline/supplier rules/policy permits the requested change.
d) If full payment has already been received amendments may not be permitted in the airline policy, under these circumstances, amendments can be treated as cancellations and the cancellation charges detailed below will apply. However, general cancellations are entirely non-refundable (unless specified).
e) Please note that most suppliers, particularly airlines do not allow a change in name and travelling dates, in other case, this may be considered as a cancellation with a 100% cancellation charge (where ticket is not utilized as originally issued).
6.2: CHANGES & CANCELLATION BY THE PASSENGER BEFORE TICKET / VOUCHERS ISSUANCE:
a) Reservations are entirely non-changeable, non-transferable and non-refundable, unless specified. However; Changes before ticket issuance are regulated both in accordance with airline policy and company policy and should be discussed with the concerned agent as rules may vary depending on carrier/supplier. Changes cannot be guaranteed and will depend on availability of seats/fares and classes. Also, Changes incur cost differences or penalty.
b) Once a change is requested by the passenger, any existing reservation and fares are cancelled and amended, therefore, if a passenger chooses to retreat, the new reservation with previous fare and date will not be available. Hence in that case, any fare difference, charges or penalty will apply accordingly to return to reservation on original data. In cases where the difference is not paid or agreed by the passenger; yet the change has been ordered, the reservation will be considered as cancelation by the passenger and no complaint in this regard will be entertained (Refer "CHANGES AFTER TICKET / VOUCHER ISSUANCE") and cancellation charges will be payable/deducted.
6.3: CHANGE IN NAME BEFORE THE VOUCHER/TICKET ISSUENCE:
Please note as airlines strictly do not permit changes in name at any stage. If the passenger wants to change the name prior ticket issuance; it can be done only through re-booking of seats. As we are seller of special and promotional fares available for short duration and few seats only, it is possible that upon rebooking (to change the name) same fare, same dates or prices will not be available. Under these circumstances any fare or cost difference is applicable, will be payable by the passenger. Fares are constantly changing and fluctuating, therefore, any fare/tax difference as applicable on date when the name is changed and passenger rebooks, will be charged accordingly and payable by the passenger. However, if the difference is not accepted or paid, the reservation will be subjected to regulations as stated in section 6.2 headed "Cancellation by the Passenger".
6.4: CHANGE IN DATE/SCHEDULE BEFORE THE ISSUENCE OF TICKET/VOUCHER:
The date / schedule change requires to book the cheapest available or closest available fare or any available fare on the new/amended date. However, there may not be the same or cheap fare available on a new date or any date other than that reserved initially on request. Also, fares are revised every 24 hours and the airline may revise fares / or raise fares at any instance. Under these conditions, fare difference in addition to any date change penalty as applicable on new/changed date will be payable by the passenger. However, if the passenger refuses to proceed with the date change, after the change is ordered by her/him, the terms as stated in section 6.2 headed "Cancellation by the Passenger" will apply.
6.5: RESERVATION DISSOLUTION/ DISSOLVED RESOLUTION/VOUCHERS:
a) Please note upon ordering a change in name or date, the details of previous/existing reservation are dissolved to make any new changes in your reservation. Hence, one cannot revert to older reservation at same costs or seat availability may not remain open on same date, once changes are ordered and original reservation is dissolved to for new reservation.
b) After ordering the change, if it is not accepted by the passenger, the reservation may automatically incur cancellation charges considering that the former dates or reservation are dissolved already upon change order.
c) If the reservation or the fare expires or is withdrawn by airlines, passenger may only opt for either alternative flights and pay for any difference in cost, or they may opt for a full refund. Please note that Debit/credit card surcharge(s) are not refundable as it goes to a third party (bank/Card Issuer)
*The name on tickets or vouchers should exactly match the names, order of name, spellings & title as stated on passport or passenger’s documents. In case of discrepancy at any level, the passenger will not be allowed to continue or carry out journey and the tickets or vouchers will be fully non-refundable. It is the passenger’s obligation to ensure and provide the exact and correct details to agency/airline. Agency or company or airline is not liable for incorrect details of name or spellings on tickets or vouchers or where the confirmatory email is sent by the passenger.
6.6: CHANGES AFTER TICKET OR VOUCHER ISSUANCE:
a) Once the Tickets are issued, all tickets are strictly Non-refundable, Non-changeable and Non-transferable under any circumstances (unless specified).
b) Name Change on Issued Tickets / Vouchers:
c) Please note Name change on issued tickets is not permitted under any or all circumstances.
d) Where there is a minute change such as one alphabet correct, title correction (Mr. Miss/Mrs), or name order correction (Surname / First name. title), very few airlines may show flexibility. However it is not guaranteed whether travel will be permitted on such ticket or not; it should be inquired from the airline by passenger. The airline reserves the full right to accept or decline any such request or correction.
6.7: CHANGE OF DATE ON ISSUED TICKET OR VOUCHER:
a) All tickets are entirely Non-changeable, Non-refundable and Non-transferable unless specifically stated in conditions.
b) Variation of dates on issued tickets is subject to the same rules as applicable on name variation. with very few airlines having flexibility of one or two changes permitted at change penalty and cost differences payable as applied. Also considering, if any seats are available for the requested change.
c) Strict date change penalties apply on issued tickets as stated in the airline policy in addition to fare/tax differences. Also, ticket may or may not be changeable at all. *Fare difference / revalidation charges will also be payable where applicable.
d) The number of changes / number of times a change can be made, nature of change permitted, cost and penalty or any other regulation is applied as stated in the airline/accommodation policy and can vary from class to class or type of fare/season or airline / supplier.
e) There may be a restricted time period during which a change can be made in a reservation. The changes can be requested 48 hours prior travel or 20 days prior travel. Last minute changes may not be accommodated.
f) Changes on day of travel may not be permitted or cancellations are totally non-refundable after check in time starts or in some cases, on same day of flight / reservation.
7.0: EXPIRED TICKETS / VOUCHERS:
ALL TICKETS / VOUCHERS EXPIRE AFTER/AT DATE OF CHECK IN / CHECK OUT OR AFTER/AT DATE OF DEPARTURE/RETURN.
a) No complaints, changes, refunds or corrections are entertained on expired tickets /vouchers.
b) The name on tickets / vouchers should exactly match with the names / name order / name spellings & title as stated on passport or passenger documents. In case of match failure at any level, the passenger will not be allowed to continue or carry out journey and the tickets / vouchers will be fully non-refundable. It is the passenger’s obligation to ensure and provide the exact and correct personal details to the agency and airline. Agency or airline is not liable for incorrect details of name / spellings on tickets / vouchers or where the confirmatory emails/calls for check are replied in positive by the traveller.
8.0: CANCELLATIONS OF RESERVATIONS
a) Should you for any reason have to cancel your booking you must give us a written notice via email of cancellation undersigned by the person who originally made the booking or is traveling or both.
b) Some tickets are non-refundable, while certain types of airline tickets (e.g. Apex Tickets) cannot be changed after a reservation has been made and any alteration request will incur a 100% cancellation charge. Tickets returned will be submitted to the respective airline, or their agent, for assessment.
c) As soon as the amount is reimbursed by the issuing airline or its agent we refund to you, less loss of deposit, applicable cancellation and/or administration charges. Please note that airline refunds on part used tickets and the return half of the airfare are always less than the pro-rata rate and may have no refund value whatsoever. Refunds usually take 8 - 12 weeks but in certain cases may take longer or indefinite period such as Airline Bankruptcies. Please note, airlines are directly in control of refund matters, refund amount or refund date and the agency is only a communication channel, hence bears no responsibility for delays or differentials or airline actions. ( needs to be reviewed n discussed)
d) Cancellation has to be applied within a certain period (24 hours to 7 days) and after a given periods cancellation may not be refunded or entertained. Also, documents, airline letters, passport or ticket copies / scans can be demanded to apply for cancellation.
e) Any other cost/damage claims or any other amount other than the cost of tickets / paid value to the agency cannot be claimed through or by agency and has to be claimed directly from the airline. The agency will only file, apply and follow up the tickets/voucher refund and no other claim whatsoever. The agency is not liable or responsible for airline cancellations or other actions.
f) The agency can only be claimed for the service charges (if paid / charged). Ticket costs/damages/ accommodation vouchers value etc. are to be claimed from the airline/hotel directly under any and all circumstances. However, the agency will provide guideline, support and follow-up if required for the "exact amount paid" claims.
8.1: CANCELLATION BY PASSENGER
a) In cases where a cancellation of flight/reservation is requested by the passenger, no matter what the reason there be, the airline cancellation policy as well as the company cancellation terms are applicable and can vary among airlines, fare types or season of travel *such as the minimal cancellation charges where the e-tickets are not issued are 100 GBP per reservation / per person (please check with your concerned agent as policy may vary with respect to airline / date or accommodation).
b) On issued tickets, the airline cancellation policy is entirely applicable where the cancellation charges are determined and deducted by the airline itself. *please enquire with your agents.
c) Any remaining / outstanding balance is refunded between 8 – 12 weeks of cancellation of tickets, provided that if it is received at our end or if paid back timely by the airline. The refund is made in the same account (as charged from) unless specified.
d) Once the ticket is issued, the passenger and carrier/airline or accommodation is to contact directly by the passenger and the agency is not responsible to guarantee the amount or time of refund, the services, standards or operations of relevant airline or hotel. However, we provide complimentary services to apply and chase refunds with the airline / accommodation on passenger’s behalf. Where the refund of remaining balance after cancellation is applied through us, our consultants follow up the refund (if any) and the received amount is paid back into the account from where the deposit was received. The date, time and amount of refund depend entirely on the airline and its respective policy and the company is not liable or accountable in such cases.
e) In most cases, flight tickets/reservations can be entirely non-refundable, non-changeable and non-transferable
**Please contact your concerned agents.
8.2: CANCELLATONS BY AIRLINE
a) A passenger can be requested to provide appropriate documents, cancellation letter or email sent from the airline, where the airline cancels its flights before departure or return. The passenger should also provide scanned copy of ticket or any other evidence as requested by the concerned travel agent consultant.
b) To cancel the ticket from airline, the passenger is required to apply for refund within 48 hours to 7 days period in order for the agent to file refund case. Refund claims later than the given period or evidence provided later than the given deadlines will not be considered.
c) In case of airline cancellation, the airline may provide alternate flight options OR full refund or with instalments (depending on conditions / route / status of ticket). It is up to the passenger to accept or decline airline offer or choose refund. The passenger must contact the airline directly in these cases.
d) Once the tickets are issued, the total cost is paid to the airline and therefore the refund, status of refund, time / date of refund, amount of refund, or any financial matters, claims or complaints are to be directly sorted out with the airline. The agency is not liable or has no influence directly or indirectly on the airline offering or operations and bears no responsibility of airline actions. In case of cancellation by airlines (changes which lead to refund processing authorised by airline) the passenger will be refunded full amount of all such funds that the airlines pays back to us. This figure may differ from the original payment made initially at the time of booking. Ticket issuance and refund application are two separate activities and may be charged separately. In case the airline authorises full refund, there will still be charges applicable by us which will be pre-notified before applying for such refunds. However, we provide support, services and assistance in applying for refunds, acquiring alternate options and in problem solving.
e) Our agents can/should be contacted for guideline, support or advice where the airline has cancelled the flights or is not operational.
f) For accurate or immediate information on flight status, refund status, airline operations, schedules changes and refund from airline, the passengers are recommended to establish direct contact with the airline head office, nearest office or regulatory authorities. The agency does not control these kinds of situations, affect policies or is liable for airline operations / actions once the tickets are issued. Hence, after purchase, the airline or hotel becomes the primary source of information and all terms, liabilities and policies of the stated apply.
8.3: GROUNDED AIRLINES / AIRLINE STRIKES & REFUNDS
a) In situations like airline becomes non-operational, grounded, suspended, bankrupted or on strike, the airline’s head office or air control offices should be contacted by the passenger for detailed information.
b) Grounded/Bankrupt or suspended airlines refunds may not be the same as "Flight Cancellation by airline" as in these cases the airline may be entirely out of reach and all offices shut down. The refund process can be very lengthy in these cases and the agency bears no liability or responsibility.
c) Airline on strikes, in certain cases, may offer alternate flights or flights with other / code share airline or may offer refunds. However, the agency does not hold any liability for airline actions and the airline office should directly be contacted in these matters.
d) The agents may or may not have immediate or precise information where airline is non-operational at a sudden and no press release / notice is released from the airline or any governing bodies. However, airline phone numbers / contact information can be acquired and will be provided as available.
8.4: CANCELLATION OF HOTEL/ACCOMODATION/PACKAGES BY THE PASSENGER (Services other than Flights):
a) Where any or all of the services like hotels or packages are cancelled by passenger or on request of passenger or in case of late or not showing up, Cancellation charges are dependent on the supplier’s terms and conditions (that vary accordingly).
b) These charges vary according to whether you have booked a package or other travel arrangements. However, Package/Hotel reservations should always be considered FULLY NON-REFUNDABLE, NON-CAHNGEABLE and NON-TRANSFERABLE unless specified.
c) Should you for any reason have to cancel your booking you must give us written notice, preferably through email, of cancellation undersigned by the person who originally made the booking.
d) In the case of a package the following scales of charges apply plus any additional charges passed onto us by airlines and suppliers (e.g. non-refundable by airlines) depending on the date of cancellation.
Prior to 71 days Deposit Forfeited
60-70 days 20% of total holiday cost
42-59 days 30% of total holiday cost
28-41 days 60% of total holiday cost
2-27 days 90% of total holiday cost
Less than 48 hours 100% of the total holiday cost
8.5: NON-REFUND OF PAYMENT:
a) After departure there will be no refund of any unused component of your holiday.
b) If you are booking other travel arrangements the cancellation charges will be shown on your invoice immediately below the details of your itinerary.
c) In addition all bookings for other travel arrangements (e.g. flight only) will be non-refundable within 48 hours of departure. The agency must be informed about any decision in writing to cancel the booking and undersigned by the passenger.
d) The cancellation will take effect from the day the written confirmation is received.
e) All packages are non-transferable. Hence in case, if a passenger is not satisfied with travel arrangements after arrival at destination, after check in or after departure or after completion of purchase, and books / transfers to any other accommodation/services other than those paid for and provided in the vouchers, the agency will not be responsible for any additional costs, charges or damages.
f) All requested information about packages / accommodation can be provided before purchase or final payment and therefore should be acquired by passenger prior reservation.
g) Please ensure that you travelling schedule is in complete by calling our agents 48 hours prior departure. In cases where re-confirmation email or call is not made, the concerned agent or company is not responsible for any change or delay etc. in the schedule.
h) The agency is not liable / responsible for standards, services or actions of any other party (passenger /seller / supplier / airline / hotel), once the purchase is complete.
**Other / all clauses as lay out in section 6.0 to/including 6.2.4.apply on all reservations.
9.0: GENERAL RULES
I. Services purchased from Cheap Flight Experts, consist of all, any one or combination of any two of "a valid ticket number, Hotel Booking, Car hire". The transaction shall constitute as completed and duties shall deem to have been fully performed by Cheap Flight Experts upon provision of the e-ticket/Hotel Voucher/Car hire voucher to the customer. The actual operation of a flight, hotel, and car company is not part of Cheap Flight Experts’ responsibility and we do not have any influence on any sort of operation and shall not be liable to reimburse out of pocket. If allowed by the service provider, the refund in such cases shall be applied with the service provider and shall be paid back to the customer as and when the agency receives the amount, similar to the case of initial purchase where the customer pays us and then we pay that money to the service provider. Additional administrative charges may apply for further processing after initial purchase on subsequent changes, modifications and/or arrangements.
II. All tickets are non-refundable, non-changeable and non-transferable unless otherwise specified
III. Kindly, inform us latest by 24 hours after receipt of e-mail if there is any correction required in the names, dates etc. within working hours. The email must be checked thoroughly and changes are subject to the availability. In case of delayed response by passenger, any errors/changes shall be subject to charges to rectify the error. Ensuring that the payment received in company account by the deadline or due date is clients' responsibility and any delay in the payment shall be a breach of payment deadline. Please keep in mind the relevant Consultant's office timings to ensure timely communication.
IV. Email reply by clients is just a secondary step taken as precaution to avoid agent mistakes and is not a requirement to be considered as an agreement by client. The agreement is formed as and when your flight is booked over the phone. This is just another mode of communication for the same.
V. Once the payment is made clients have to verify the transacted amount and authorization code by checking with their respective banks. Verification of the exact amount (in pounds and penne) should be in written and replied back with the same email confirming the details of the flights/holidays package. Flight cancellation by system or fare expiry due to delay caused by such failure to meet this standard security check will fall under breach by the passenger.
VI. If a third party card is used, you are required to provide us with the requirements of third party card, otherwise the ticket shall not be issued with the charged payment. Failure in compliance will also result in "cancellation by the passenger" and charges will be applicable.
VII. Kindly re-confirm your flight schedule with us at least 48 hours before flight for weekday flights and 72 hours before departure for weekend flights.
VIII. Availability of seats and fares are indicative and will be confirmed only upon payment confirmation.
IX. Deposits are non-refundable and will hold the seat only (not the fare) so if there is any fare difference coming up at the time of final payment, it will be charged accordingly.
X. Cheap Flight Experts does not take any responsibility for the valid travel documents for the passenger. As a Travel agency, we deal with the services we provide i.e. Hotels, and Flight Tickets. We strongly advice you take advice of concerned consulate for any issues regarding transit or any such issue.
XI. We are retail agents for ATOL holders in IATA. All bookings get ATOL certificates hence protected by CAA.
XII. Airline refund application of any kind made for a refundable ticket; whether missed/no show/cancelled/delayed/ flights; shall be subject to additional administrative fees in all cases, whether cancelled/missed by passenger or by airline; these are additional services and do not form part of original reservation and ticket issuance cost. These vary with every airline and every booking.
XIII. Force Majeure: We regret we cannot accept liability and no compensation will be payable if the performance or prompt performance of our contractual obligations is prevented or affected by circumstances amounting to 'force majeure'. Circumstances amounting to 'force majeure' include any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid such as war or threat of war, civil strife, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, terrorist activity and all similar circumstances beyond our control.
XIV. Please note that to get Travel Insurance, it is mandatory to claim any refund if the Airline fails to operate or does not fly. Travel Insurance MUST be purchased within 14 days of making your confirmed booking (TICKET ISSUANCE). Refund claims for flight reservations will not be entertained unless you have a Travel Insurance.
First class services are designated by the letters A, P or F and Business/Club Class by J, C or D. Any other letter usually indicates Economy Class or Premium Economy travel. Please inquire with your agent before ticket issuance.
b: PROVISIONAL FARES
Should any fare be designated provisional against an itinerary line, this means the airline, tour operator or hotel has yet to confirm the exact fare to be charged. So subsequently this fare may be subject to change.
c: EXCHANGE RATES
If all or part of your itinerary includes prices quoted in a foreign currency the amount payable is subject to the rate of exchange in force at the time of final payment. Currency rates may fluctuate and cause a difference in final payment where there is a *reverse trip (departure from outside UK / IRELAND) OR where the seller is based in country other than UK OR where the seller trades in a different currency than that quoted in price or where the seller is affected by currency fluctuations.
d: EXPLANATION OF THE TERMS
Scheduled Flight: It refers to a flight which is supposed to take the passengers to and from certain places on a specified schedule.
Scheduled Airline: It means a functional airline that is taking flights on a specific schedule.
Insured Person: Such Person who has booked a ticket or tickets within the United Kingdom for one or more Scheduled Airline Flights through the Master Policy Holder and who is named in the confirmation Invoice and/or deposit receipt for bookings relating hereto provided the Scheduled Airline is not bonded nor the risk insured elsewhere.
Insolvency: Where the Scheduled Airline enters into "insolvency winding up" as defined by Rule 4.151 of the Insolvency Rules 1986 or any statutory modification thereof or an equivalent formal insolvency process under any competent jurisdiction.
Net Ascertained Financial Loss: The amount paid by the Insured Person for the purchased price of the Scheduled Airline Flight on the airline suffering insolvency or where insolvency occurs after the tip has commenced the sum equivalent to the purchased price of the unused tickets on the Scheduled Airline suffering insolvency
e: Package: The term "package" is defined as a pre-arranged combination of at least two of the following:
Other services not ancillary to transport or accommodation and forming a significant part of the package booked together for an inclusive price and for which full payment is made to us. All remaining products, including transport and accommodation booked at separate times or not at an inclusive price constitute “other travel arrangements”, which we arrange as your booking agent.
A situation when the insurance was affected after the date of the first threat of insolvency.
Recoveries and/or refund from credit cards and charge cards.
As more fully defined in the Master Policy
9.2: GENERAL INFORMATION
Please note that air fares are constantly changing and usually increasing. Very often there is little or no notice of these fluctuations, but very rarely do increases apply to tickets already issued. It is therefore to your advantage to finalize payment as soon as you can after booking, and to reduce any risk of surcharge. Please remember your deposit only secures the reservations, not the price. Through deposit one ensures the availability whereas the cost may vary pertaining to the fluctuations in airline policies, pricings, tax and currency. The airline reserves the right to revise costing unless the tickets are issued. Whereas schedules may also be revised after/before the tickets are issued. All passengers should check flight schedules 72/48 hours prior departure of flight (both out bound and inbound) by calling airline and final payments are determined after recheck of airline policy and pricing as at the date of final payment or full payment.
9.3: AIRLINE PASSENGER INFORMATION DISCLOSURE ACT
Please note that airlines are now required by laws introduced in the United States and other countries to give border control agencies access to passenger data. Accordingly any information that the airline holds about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country on your itinerary. E&OE Please note that the details shown are stated Errors & Omissions Excepted.
** Terms and conditions as specified between and included in SECTION 1.0 to 9.0 of this contract apply on all purchase items (flights/holiday/accommodation/insurance/car hire etc.) accordingly.
10.0: DEPOSITS AND BALANCE PAYMENTS
a) When you make a booking, a deposit of £25 per person is required (plus insurance premiums if applicable). The exact deposit due should be confirmed to you at the time of booking and will depend on the services booked.
b) You may continue with your "Reservation Account" through making weekly, monthly, part or final payment for your flight /hotels reservation. Once final payment is received, the total/net amount paid calculation, applicable total cost as on date of final payment, any fare/price difference or schedule revision(if any) to date / on date of final payment, will be notified and differences(if any) are payable by the passenger.
c) For Holiday Reservation, bookings made within 10 weeks of departure immediate full payment can be required. The balance of your holiday should be paid 10 weeks prior to your departure; this date will be shown on your confirmation invoice. Please note we do not send reminders. If the balance is not paid by the due date we reserve the right to cancel your holiday, retain your deposit, and apply the cancellation charges set out in the section 6.2 "Cancellations".
d) Please note that all airfares / prices are indicative and the airline/accommodation or government / controlling body reserves the right to revise fares /taxes or prices at any instance in which case any applicable difference is payable by the passenger at the time of final payment or prior deadline / ticket expiry. It is therefore to your advantage to finalize payment as soon as you can, after making your reservation.
Note: deposits are non-refundable.
10.1: AIRPORT TAXES:
I. Few airports will levy an airport departure tax, which is payable by passengers at the airport locally. Information on these charges is not given through our quoted fares.
II. If full payment is accepted at the time of booking, the deposit will be deemed to have been included.
10.2: PRE-PAID TAX:
I. Your tickets will show the pre-paid taxes known at the time of booking. If Government, Airport Authority or Airline increases or introduces a tax this will have to be paid on occasion, even if it is after your tickets have been issued and the agency is not liable or accountable for any such increases/introduced charges. If your flight is part of a package please see "your holiday price" in Part 2.
II. It is not always possible to include all departure taxes on your ticket - in some cases departure taxes must be paid locally and these are payable to the Government of the country, the passenger has departed, from and are non-refundable. Please check these amounts with the airline when you are reconfirming.
III. Where scheduled airlines are booked, Scheduled Airline Failure Insurance will be added to your booking.
IV. The "prepaid taxes" as advised by the airline at the time of reservation of flights are included in the total cost of reservation by the agency and communicated at the time of purchase/payment. The agency is not liable or accountable for any other amount charged as fare / airport tax or local tax at any other point once the tickets are issued.
11.0: ROUTINGS AND TIMINGS
I. Unless otherwise stated, the routing on your air ticket cannot be changed, once the balance has been paid. Please note that the timings of air, sea, road and rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or passenger failure to check in on time.
II. Flight timings are subject to change as a result of airline procedures and latest available times will appear on your final itinerary. Please note that direct flights can have a scheduled stop enroute.
III. Most airlines reserve the right to alter their schedule, destination airport and type of aircraft. Such changes will not entitle you to compensation nor to cancel or change your arrangement without paying normal charges.
IV. Please also note carriers have conditions of carriage which will apply to you and which limit or exclude liability.
V. We do not make any arrangements if there is a delay at the outbound or inbound points of departure, nor are we responsible for any such occurrence directly auctioned by the airline / supplier. Most airlines however do make provisions in such cases (depending on the time duration).
VI. In certain cases, Direct Flights may involve a "Ground Elapse" meaning the flight will stop for a short time, however, in Ground Elapse; passengers are not required or permitted to go outside plane.
*Please note ground Elapse may not be mentioned on your itinerary.
VII. Non-stop flights are different than direct flights as Non-stop flights may not involve ground elapse (unless required).
VIII. The route / destination of your itinerary is NON-CHANGEABLE whether the tickets are issued or not or under any circumstances. However, in cases, where an alternate flight time is available considering that the tickets are not issued and that the seats are available in alternate times, the change may be possible (at cost / difference as applicable on the date of change is made). Please note in case of any or all changes the original reservation is dissolved refer to "Dissolved Reservation".
12.0: RECONFIRMATIONS REQUIREMENTS
I. Immediate confirmation from passenger, on top of "confirmatory email", is required right after the reservation/purchase. In case of delay in responses, the passenger will be liable for any differences/cancellation or changes that may occur in due course.
II. The passenger must make sure that s/he receives the detailed confirmatory email within 24 hours of reservation OR contact concerned agent/consultant immediately.
III. You must reconfirm all onward and return flight reservations with the relevant airline at least 72 hours prior to departure. This allows the airline to inform you of any unforeseen delays/changes to your itinerary, and provides the airline with contact details for you. Delays (If any) should directly be discussed and sorted out with the airline / hotel / service provider (car hire) as the agency is not responsible for airline/supplier/hotel actions, operations or direct services.
13.0: SPECIAL REQUESTS
If you have any special requests (e.g. diet, room location, room type, twin or double bedded room or a specific facility at a hotel or meal / seat allocation / wheel chair request etc.) we will do our utmost to ensure that these are passed on to the supplier. We will also be happy to request pre allocated seating where airline policy allows. However you should note that we cannot guarantee that suppliers will accept these requests and those they therefore do not form any part of your contract with us.
14.0: DISPATCH OF TRAVEL DOCUMENTS / TICKETS
We aim to send out your travel documents (Itinerary/vouchers) to you at least 10 days before departure, unless you make a late booking or delay the confirmation of flights / payments. OR once you confirm and meet all requirements as mailed/communicated to you at time of reservation, considering the full payment is made and confirmed, the tickets/vouchers are issued and e-mailed ASAP (mostly within 24 hours). In peak times of travellers, this may not be the case. No tickets will be issued unless final payment has been received and cleared. Travel documents (e-tickets / vouchers) will be sent on email as attachments and should be printed out or collected from our offices. In rare cases, where documents are specially required in post, they will be sent by Royal Mail Services (charges apply). However, we recommend that customers use Royal Mail "Special Delivery", a similar service or a courier and these can be arranged provided that you cover the additional costs involved. We cannot accept responsibility for items lost in the post and additional charges may be applied for any documents that are reissued.
***A passenger must make sure that tickets are sent to him and that s/he is in possession of the E-tickets at least 24 hours prior departure and that the ticket at the time of reservation should contain all correct information (name/schedule/destination). In case of delay or no receiving of E-tickets the passenger must contact the agent /manager immediately to acquire E-tickets or contact airline for confirmation or ticket numbers on basis of name / reference. The agency will not be responsible for travel to the airport or any action taken without reconfirmation of schedule (48 hours in advance) or travel without e-tickets in hand or released.
15.0: LOST OR STOLEN TICKETS/VOUCHERS
In case, the ticket is lost or stolen, it is necessary to complete a form of indemnity to be passed to the airline. Some carriers are then prepared to issue replacement tickets immediately but may impose a fee for this. Other airlines require full payment to issue replacement tickets and will refund the amount paid for the original documents at a later date. This process can take up to 18 months. We will charge an administration charge of £35.00 per person if we have to reissue your tickets, in addition to any charges applied by the airline or supplier concerned, should we have to reissue your travel documents for whatever reason.
However, in case of most E-tickets, they can be re-send / emailed to you immediately once we are informed.
16.0: IF YOU HAVE A COMPLAINT
I. If you have a problem during your holiday/flight, please inform the relevant supplier (e.g. your hotelier/airline) so that they can Endeavour to put things right.
II. In case if you are experiencing difficulty with our consultant / travel agent, please ask for the concerned Manager’s direct number / email who will try his best to be your immediate problem solver.
III. You may send your feedback/complaints at www.cheapflightexperts.co.uk
IV. Also, in case of complaints where managers are not available or in case where you are not satisfied with the outcome please launch your complain at complaints www.cheapflightexperts.co.uk, our Customer Support Officer will get back to you at the earliest.
V. At time of complaint please always mention your name, booking reference numbers and other details for the speedy response to the complaint. If you fail to do so, the agency will not be able to investigate and rectify your complaint and this may affect your rights under this contract.
17.0: TRAVEL INSURANCE
We strongly recommend that you purchase comprehensive travel insurance when making your reservation. In certain cases cancellation charges, if incurred involuntarily, may be covered by insurance taken out at this time. We offer a comprehensive policy, which covers medical, and repatriation expenses, personal baggage and personal effects, loss or theft of money, personal liability and cancellation or curtailment charges. Please note we will not accept responsibility for any person who fails to be properly insured for their journey. Once the 14-day cooling off period built into the Insurance Policy that has expired, we are not able to refund the insurance premium. This is a condition of the insurance company.
18.0: PASSPORTS, VISAS, HEALTH AND TRAVLER LIABILITES
Passengers must have full passport and visas if required. Many countries require that your passport be valid for at least 6 months after your departure date from that country. OR that it should have at least 2 blank pages for stamp. Please always inquire Visa/Transit or Passport policy with the relevant consulate or embassy as the agency is not responsible or liable for valid travel documents / visas etc. Also, please contact your local doctor who can provide immunization requirements for countries where vaccination card is required along with travel documents to board. Advice can also be obtained from DoH leaflet "Advice on Health for Travelers". We can advise generally on Visa and Health requirements. It is your responsibility to ensure that you satisfy all applicable requirements in respect of passport, visa and health matters. We cannot be held liable if you fail to ensure this, and if as a result, we suffer any loss or expense because of such a failure on your part, you will be obliged to reimburse us the amount. In addition, it is your responsibility to ensure that you do not behave in any way which causes offence or which risks causing offence or danger to other holidaymakers or which risks damaging property belonging to others. Hotel managers and pilots do have legal powers to remove unruly holidaymakers from their hotel and/or aircraft. Should this happen, we cannot be held liable in any way to you and you will be obliged to meet the cost of purchasing replacement hotel accommodation and/or air tickets.
19.0: PRE-TRAVEL ADVICE
The Foreign and Commonwealth Travel Advice Unit may have issued information about your holiday destination, travel, vaccination, security and visa information. Please consult or obtain reliable information from the appropriate department prior making any travel arrangements or purchase of tickets / accommodation vouchers or other services with us.
20.0: SCHEDULED AIRLINE FAILURE INSURANCE
Scheduled Airline Failure Insurance (SAFI) will be added to your invoice if scheduled airline flights are booked (Please inquire from agent as it may vary with respect to airline / destination).
21.0: EXTRA EXPENSES INCURRED AS RESULT OF SCHEDULED AIRLINE FAILURE
Any / All extra expenses are to be claimed from the "controlling body" i.e., airline directly in these cases. The agency does not bear liability of any extra costs however, we guarantee our support and advice where required in making and filing claims, follow up or providing supplier / airline contact information (as available to us). Also please refer to section 6 (b) under Changes and Cancellations 6.0.
PART 2 - PACKAGES
In addition to the conditions in "Part 1", these conditions apply specifically to those bookings classified as "packages" in accordance with the statement in "Your Holiday Contract".
1.0: YOUR HOLIDAY / PACKAGE / HOTEL CONTRACTS (Any/All Services)
I. Holiday is a reservation where hotel/accommodation as well as flights are booked or any other services as required during a holiday travel.
II. It should be noted that the conditions vary slightly dependent on whether you are booking a "package" or "other holiday arrangements".
III. Please note that different terms and conditions may apply between you and any of the airlines, hotels, tour operators involved in providing your travel arrangements. These terms and conditions can be acquired from our agents and will be provided to you on booking. Please note we are neither accountable nor liable for services, policies, standards or operations of accommodations, tour operators or airline. However, assistance and support will be provided where or when required in completing your reservation procedure.
IV. By booking with us, you agree that we may pass any information you provide on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.
V. Additionally, where your holiday is outside the European Economic Area (EEA), you should note that controls on data protection in your destination may not be as strong as the legal requirements in this country. A contract will exist as soon as payment has been accepted and a confirmation invoice has been issued. These booking conditions form part of your contract with us.
VI. This contract and any matters arising from it are governed by English Law and we both agree to submit to the jurisdiction of the English courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish.
VII. Where the seller is acting as the agent for the Tour Operator you should refer to the booking conditions contained in the Tour Operators brochure. A copy of these can be provided to you at time of booking.
1.2: IF WE CHANGE OR CANCEL YOUR HOLIDAY (Packages only)
I. It is unlikely that we will make any amendments or changes to your travel booking after it has been confirmed. However because travel arrangements are often made many months in advance and because we have no control over some of the products featured in this brochure changes and cancellations may occasionally be necessary. We reserve the right to make changes or cancel your travel arrangements in any circumstances and at any time (Prior notification will be given). A change may be "major" or "minor". A major change would be considered to be a change in accommodation to a lower standard, or to a different resort, or the cancellation of a tour, a rescheduling of your flight departure time by more than 12 hours, or a change of your departing airport (excluding a change between Heathrow or Gatwick or an airport which is more convenient to you). We reserve the right to make a minor change and we will tell you as soon as possible. If there is a major change to your travel arrangements we will inform you as soon as is reasonably possible. You will have a choice of either:
• Accept the change of your package,
• Accept an offer of a comparable package (paying the difference if the alternative is more expensive) OR
• Cancel the package and receiving a full refund.
II. Please note that some tours require a minimum number of bookings to operate. In the unlikely event that a tour is cancelled due to low bookings you will be told as soon as is practical. If we are unable to provide you with a significant element of the package after you have departed we will make alternative arrangements for you with no extra charges. Package bookings are not cancelled less than 8 weeks prior to departure unless in cases of "Force Majeure" or failure to pay your balance on the specified date. This means that we will not have to pay compensation if we have to cancel or change your travel arrangements in any way because of war, riot, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, unforeseen operational decisions of air carriers such as changes of schedule, or other unforeseen or unavoidable circumstances beyond our control. If the cancellation has not been caused by force majeure or low bookings we will pay you compensation as set out below: (Period before departure within which a major change is notified to you); followed by: Compensation per person: more than 56 days - Nil; 55-29 days- £10; 28 days or less - £20.
1.3: YOUR HOLIDAY PACKAGE PRICE (Packages only)
The price of your travel arrangements can be varied due to changes in transportation costs such as fuel, scheduled airfares and any other airline cost changes which are part of the contract between airlines (and their agents) and the tour operator or organizer. Also government action such as changes in VAT or any other government imposed changes and currency changes in relation to an exchange rate variation. In the case of any small variation, an amount equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges, will be absorbed or retained. For larger variations this 2% will still be absorbed for increases but not retained from refunds. In either case there will be an administration charge of £1.00 per person. If this means that you have to pay an increase of more than 15% of the price of your travel arrangements, you may cancel your travel arrangements and receive a full refund, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Whether you cancel or not you will also be entitled, on the terms set out in respect of major changes, to accept an offer of alternative travel arrangements from us if we are able to do so and compensation as indicated. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
1.4: OUR LIABILITY (Packages only)
i. We accept responsibility to provide you all available or requested information on holiday package, accommodation or airline standard (you are advised to check flight/hotel reviews online for satisfaction or flight/hotel direct website for a pictorial over view). You can make your selection on basis of provided information, refuse a package or ask for alternates at the time of reservations. Please note our agents / consultants will try their best to provide you the best available rates and services as required by you in your order. Also, we recommend you should always check your flights/ holiday and package arrangements 48 hours to 72 hours prior departure / return, in case, if there is any schedule revision (normally due to weather conditions) etc. Also, where there is an earlier check in, late check in or any additional services are required we will follow up and pass your request to the supplier. However, the supplier does reserve the right to accept or decline special requests.
ii. In cases where you are not satisfied with the services or standard of airline / hotel etc., our representative will assist you in the complaining/claiming process as such complaints are to be directly launched with the supplier / hotel or airline and the agency is only a communication channel between the parties to provide cheap and affordable negotiated rates for packages. If you or any member of your party, suffer death, illness, inconvenience or injury whilst overseas involving an action or inconvenience caused by supplier / airline / hotel or other third parties, we shall at our discretion, offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of its occurrence. We are only liable for our own internal services such as making flight / accommodation / package reservation on your behalf at best available / accepted rates, secure card / payment charging, or acceptance, timely / when required flight and accommodation reservation, sending vouchers / tickets and flight information to you or providing contact information (As available) of suppliers where there is a complaint or claim to be sorted out from the suppliers directly. The external services, such as standard of operations of any party or inconvenience caused by them are to be directly claimed from the party however we guarantee our support, assistance and guideline in such matters where required.
iii. For your safety we strongly recommend Holiday/Travelling /Package makers to buy a complete insurance to cover for any medical or other undue / unpleasant expenses during a holiday.
PART 3 - OTHER TRAVEL ARRANGEMENTS
In addition to the conditions in "Part 1", these conditions apply specifically to those bookings classified as "Other Travel Arrangements" in accordance with the statement in "Your Holiday Contract".
1.0: IF WE CHANGE OR CANCEL YOUR HOLIDAY
(Other holiday arrangements) In the unlikely event there are any changes made to other holiday arrangements, we will try to tell you before you go, although we are not obliged to do so, nor are we obliged to compensate you as the change factors are external and not in control or caused by our company. If your booking for other holiday arrangements are cancelled we will do our utmost in assisting you to claim refund where applicable and directly from the supplier / hotelier / airline etc. (controlling body).
2.0: OUR LIABILITY (Other holiday arrangements)
Because we are acting as booking agent we have no liability for any of the mishaps during the travelling, and in particular for any illness, personal injury, death or loss of any kind. Please refer to "our liabilities" section for more details on the subject.