Flight Connection Terms and Conditions

i) ATOL Protection. Flight Connection hold an ATOL (Air Travel Organisers Licence), under number 3879. This is issued by the Civil Aviation Authority. All of the flights and flight-inclusive holidays we sell are financially protected by the ATOL scheme. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations to you and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).If we, or the suppliers identified on the ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer to benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

The supplier(s) Terms and Conditions and the Airlines Conditions of Carriage will apply to your booking. Please read these carefully as they do contain important information about your booking. Please ask us for copies if you do not have them.

It is important that passenger names entered when creating a booking are correct and are exactly as they appear on the valid passport. Changes to names are not possible and are treated as a cancellation, as such they are subject to the relevant cancellation charges.

To confirm a booking a deposit/booking fee will be collected during the booking process for each passenger (please note that in some cases full payment may be required immediately – this is dependant on several factors including type of airfare purchased, a departure date within 8 weeks or a specific hotels Terms and Conditions). Once your booking is confirmed you will be issued with a Confirmation Invoice by email or by post. In all cases full cleared payment is required not less than 8 weeks before departure. If your booking is within 8 weeks of departure, full payment will be required at the time of you making the booking. The deposit/booking fee is not refundable. If the balance is not paid when due then the booking becomes a cancelled booking and is subject to cancellation fees as shown in the section “Alterations and Cancellations”. The prices shown are correct at the time of publication. You will be notified of any change to these prices at the time of booking, and our website will show the up to date price. We reserve the right to increase the price after booking if any increase in price occurs in respect of – Changes in transportation costs, including fuel costs, taxes/fees chargeable for services such as taxes, port fees, airport fees, exchange rate fluctuations. This means that the prices of your arrangements may change after you have booked. All mandatory taxes are collected before departure however some countries may charge a departure tax that is payable locally. You are advised to retain sufficient local currency to meet these charges.

i) By You - a) Changes. You may make changes to your booking, provided that notification of the change is received by us in writing at our office from the lead person who made the booking at least 56 days before departure. Changes to ticketed flight bookings are not always possible and changes may be treated as a cancellation where a new booking which is subject to availability at the time will have to be made. You must pay any costs imposed by our suppliers in making any change. An amendment charge of £50 per person to cover administration for each change will be added to the price of your booking. Any substantial changes to your arrangements may be treated as a cancellation of your original booking, in which case the cancellation charges shown below will apply. Please note that airlines will normally refuse to make any amendment to your flight booking except upon payment of a fee, which varies from airline to airline, up to and including the full fare. b) Cancellation. Should you need to cancel your booking you must contact us in writing directly via post or email. As we incur costs from the time we accept your booking the following cancellation charges will apply – More than 56 days before departure : Loss of deposit/booking fee (Unless ticketed) Within 56 days of departure or when ticketed : 100% of the total cost Cancellation charges are based on the amount of time before your planned departure that we receive written notification of your intention to cancel. Please note that in all cases airlines do not permit name changes. Any change will be treated as a cancellation and a new booking which is subject to availability at the time, will have to be made. Cancellation charges will apply to the original booking. For example a change within 56 days of departure will result in 100% cancellation charge being applied. ii) By Us – Occasionally, we or our supplier may have to make changes to your original booking and we/they reserve the right to do so at any time. If you have not booked a package, we can not accept any liability or costs incurred that may result from these changes. Most of these changes will be minor and we will advise you of them at the earliest opportunity. In accordance with EU regulations, we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or the boarding gate. We may not be notified of changes before you travel – in all cases it is your responsibility to contact the airline to reconfirm your outward and return flight times as we shall not be responsible for any losses arising from your failure to do so. Please note that carriers such as airlines may be subject to change. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard or higher. No compensation will be paid for these. We also reserve the right in any circumstances to cancel your travel arrangements. For example due to, Force Majeure*, pandemic, illness or failure by you to pay the final balance. *Force Majeure: This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster (such as volcanic ash), fire, adverse weather conditions and unavoidable technical problems with transport. We regret that we cannot accept responsibility for delays to flight timings that affect your onward travel arrangements. However we will always ensure that the minimum connecting time has been met where a through ticket has been purchased and will do all possible to assist should a delay arise that causes a connecting flight to be missed. If you have booked a package, we reserve the right to make changes to your travel arrangements. We will inform you of any major changes at the time of booking or as soon as possible afterwards. If a major change is necessary, such as alteration of your outward/return flights by more than 12 hours, a change in resort or a reduction in the standard of your accommodation, you will be offered the choice of i) Accepting the change, ii) Accepting an alternative if available, iii) Receiving in full a refund of all monies paid, less any insurance premium, booking fee or amendment costs already incurred. If you accept an alternative and it results in a reduction in the total cost of your travel arrangements, we will make an appropriate refund. We will offer appropriate compensation for the change imposed providing that it does not arise from circumstances beyond our control. Please note - in the event of cancellation, the deposit/booking fee remains non refundable. For each ticket you buy you are paying for two separate services. One is a booking fee for the agent, and one is the cost of the ticket which is passed onto the airline. We do not separate our booking fee so you will just see one price. As an agent for the airline our service is provided as soon as your ETicket is delivered to you. This service is provided regardless of whether you then go on to use your ticket or not or whether the airline provides their service or not. Most of the fares we provide are special fares and terms allow stage payments with better payment schedule. When your flight is changed or cancelled by the airline, we provide our service again by applying for your refund, assisting you with rebooking flights or claiming airline vouchers for you to exchange your tickets at a later date. If the airline is unable to operate the flight you have purchased a ticket for, they are responsible for either refunding the cost paid to them for your ticket without charge or providing what they deem as a suitable alternative i.e. rebooking onto a flight which is operating earlier or later or providing you with a voucher for a service that will operate in the future. If you choose not to accept a reasonable alternative and opt for a refund we deem this as you choosing to cancel your booking and as we are providing our service again our administration fees are applied before refunding you. Please bear in mind our booking fee cover our expenses incurred by making the booking on your behalf i.e. marketing costs, surcharges incurred for the processing of your credit/debit card payment and CAA ATOL Protection Fee, none of which are returned to us in the event of an airline cancellation.

We regret that we cannot accept responsibility for delays to flight timings that affect your onward travel arrangements. However we will always ensure that the minimum connecting time has been met, where a through ticket has been purchased, and we will do all possible to assist should a delay arise that causes a connecting flight to be missed.

For all travel we strongly recommend that you purchase travel insurance. It is your responsibility to ensure you have adequate valid travel insurance.

In all cases we act as a booking agent only and we regret that we cannot accept responsibility for any injury, illness or death unless caused by our own proven fault. In cases that do not involve personal injury, illness or death, we limit our liability to the value of services purchased from us. All tickets will be issued in accordance with the relevant airline conditions of carriage, which may include terms that limit or exclude their liability. We will be happy to provide a copy of those that apply to your booking upon request.

It is your responsibility to ensure that you have valid passports, visas and permits meeting the requirements of immigration and other government authorities and we regret that we can not accept any responsibility for costs incurred if you fail to be admitted to any country. If we or your carrier incur costs as a result of you holding incorrect documents, you will have to pay us the full amount incurred. Some countries require that your passport be valid for at least six months from your arrival date. For up to date health, travel advice and entry requirements, visit www.fco.gov.uk , www.hpa.org.uk and www.nathnac.org and consult with your GP. Health formalities can change and we recommend that you visit your doctor well before travelling to ensure the latest advice.

For flights departing, arriving or transiting some destinations, it is a Governmental requirement that Passport details are passed to them before travel commences. If you do not have this information to hand at the time of booking, please ensure you enter the relevant information into your booking or contact us with your details at the earliest opportunity.

We normally send out all travel documentation no later than 4 weeks prior to departure, provided that payment for your booking has been received in full. All airlines now operate Electronic ticketing so we will where possible email your travel documents to you. In some instances normal mail may be used.

We hope that you will have no reason to complain, but if you have a problem please bring it to the attention of the supplier (airline, hotelier etc) immediately. If the matter is not dealt with to your satisfaction please contact our head office in the UK by telephone or email so that we may assist you. The telephone number is 0207 344 3000 (normal office hours), or email info@flightconnection.com. If you do not contact us until your return, we may not be able to help you at all and you may lose any rights that you have. If the matter can not be settled whilst you are travelling please contact us within 28 days of your return home giving your booking reference number and details of your complaint. This should be posted to us at Customer Services, Flight Connection, 70 West Green Road, London, N15 5NS. We shall respond as soon as possible in an effort to resolve the problem. If the matter can not be settled you may take the matter to your local county court.

Information and images on our website are usually prepared many months in advance of any holiday season and therefore some advertised facilities or products may no longer be available or may have been altered. As a result, changes may be made to the particulars shown on the website at any time. All photographic images on the website are used for illustrative purposes only and should not be taken to be a literal representation of the actual facilities, accommodations or services offered.