Booking Conditions
All Major Credit/Debit Cards Accepted
PLEASE READ THIS IMPORTANT INFORMATION
It is your responsibility to ensure the details of your booking are correct and that
you have checked all entry requirements for your destination, have the appropriate visas,
medical vaccinations and all the necessary travel documents etc. prior to departure.
Important
Your booking, once confirmed will be with a tour operator and/or a service provider whose terms and conditions can be obtained by ringing Customer Services on 0871 222 0877. These are also available prior to purchase.
You have made your booking through Airflights Direct Limited (AFD) as agent. The Booking Conditions of AFD are set out below. Where the Booking Conditions of AFD differ from the Terms and Conditions of the tour operator and/or the service provider, then those of AFD prevail.
Charter Flights:
Your selected flight is ATOL Protected by the Civil Aviation Authority and we act as agents for licensed tour operators. ATOL Protection extends primarily to customers who book and pay in the United Kingdom.
No Frills Flights, Low Cost or Budget Airlines:
The service provided for you in respect of the purchase of these flights is different than the service provided for the sale of other airline tickets. Changes and amendments by the customer are rarely allowed and they should be considered as unchangeable. These flights DO NOT always carry any protection through ATOL. The flight listing on our website will indicate whether or not the tour operator or airline concerned is protected by ATOL.
Accommodation:
Where we offer accommodation we act solely as agent only for the accommodation provider. A contract will exist between you and the accommodation provider as soon as we issue a confirmation invoice by either email or by post.
Bookings for more than one product or service:
Bookings made through our website or through our call centre represent separate bookings made on your behalf with various tour operators, airlines and service providers for whom we act solely as agent. They DO NOT constitute a package tour or holiday.
Consequently if one or more of your individual bookings is amended either by us or you then it is your responsibility to contact us to make any alterations to other bookings that you may have with us.
You have made your booking through Airflights Direct Limited (AFD) as agent. The Booking Conditions of AFD are set out below. Where the Booking Conditions of AFD differ from the Terms and Conditions of the tour operator and/or the service provider, then those of AFD prevail.
Charter Flights:
Your selected flight is ATOL Protected by the Civil Aviation Authority and we act as agents for licensed tour operators. ATOL Protection extends primarily to customers who book and pay in the United Kingdom.
No Frills Flights, Low Cost or Budget Airlines:
The service provided for you in respect of the purchase of these flights is different than the service provided for the sale of other airline tickets. Changes and amendments by the customer are rarely allowed and they should be considered as unchangeable. These flights DO NOT always carry any protection through ATOL. The flight listing on our website will indicate whether or not the tour operator or airline concerned is protected by ATOL.
Accommodation:
Where we offer accommodation we act solely as agent only for the accommodation provider. A contract will exist between you and the accommodation provider as soon as we issue a confirmation invoice by either email or by post.
Bookings for more than one product or service:
Bookings made through our website or through our call centre represent separate bookings made on your behalf with various tour operators, airlines and service providers for whom we act solely as agent. They DO NOT constitute a package tour or holiday.
Consequently if one or more of your individual bookings is amended either by us or you then it is your responsibility to contact us to make any alterations to other bookings that you may have with us.
Lead Passenger
The lead passenger who must be at least 18 years of age, accepts responsibility for the booking and informing all party members of the relevant booking details. The lead passenger is also responsible financially or otherwise for all party members and for ensuring appropriate visas and all necessary travel documents and any health requirements are acquired / met prior to departure. We accept no responsibility for you not complying with the visa or health requirements of the countries that you intend to visit.
Insurance
We strongly advise all passengers to have adequate travel insurance. Some tour operators or airlines may refuse you travel if you cannot produce a valid certificate of insurance.
Cancellation/Amendments
All deposits are non-refundable (unless flight cancellation occurs due to flight change, see below). If you wish to amend, alter or cancel your booking, and providing the tour operator and/or the service provider can accept the change, the tour operator and/or the service provider and AFD will make administration or cancellation charges. Bookings will NOT be amended or cancelled until written authorisation is received. This can be done either by letter, fax or e-mail. Regrettably, insurance premiums are not transferable or refundable.
Service charges:
On occasions we will make charges for the services we provide.
The following are examples of the charges that we may make once the booking has been confirmed:
Cancellation or amendment - Principles charge plus £15
Change to passengers details - Principles charge plus £15
Addition of In-flight meals - Principles charge plus £5
Addition of Pre-booked seating - Principles charge plus £5
Addition of Pre-booked luggage - Principles charge plus £5
Charges for amendments (where allowed) to NO FRILLS FLIGHTS are dependant upon the airline concerned and may be higher.
Service charges:
On occasions we will make charges for the services we provide.
The following are examples of the charges that we may make once the booking has been confirmed:
Cancellation or amendment - Principles charge plus £15
Change to passengers details - Principles charge plus £15
Addition of In-flight meals - Principles charge plus £5
Addition of Pre-booked seating - Principles charge plus £5
Addition of Pre-booked luggage - Principles charge plus £5
Charges for amendments (where allowed) to NO FRILLS FLIGHTS are dependant upon the airline concerned and may be higher.
Flight Changes
Flights may be subject to change by the tour operator or airline, AFD as agents have no control over this. We will notify you if we are advised of any alterations. Reasons for changes will be stated on your flight change letter. If the change is of a minor nature or close to the departure date, tickets will be your notification. Your flight times should not exceed a change of more than 12 hours. If this occurs compensation or a free cancellation may be offered at the discretion of your tour operator. AFD are not responsible for any consequential loss however incurred.
Flight Changes or Cancellation by No Frills, Low Cost or Budget Airlines
No frills, low cost or budget airlines are on occasions the most economical way of travelling to your destination. Unfortunately these airlines DO NOT carry the same level of protection as conventional schedule or charter airlines whose passengers are ATOL protected by the Civil Aviation Authority (CAA). If you are booked with a no frills, low cost or budget airline which does not have CAA protection, this would have been pointed out to you at the time of your booking. AFD are not responsible for any consequential loss however incurred.
Accommodation Changes
We try to avoid making any changes to your to your accommodation arrangements. Changes other than those of a minor nature will be notified to you at the earliest opportunity by letter giving reasons for the change. If we have to change your accommodation or the services offered, wherever possible you will be offered an alternative equal in standard and location to that originally booked.
If we have to cancel your booking, unless for reasons of "Force Majeure" we will compensate you as follows:
Days before departure
Between 45 – 60 days - £10 per passenger
Between 30 – 44 days - £20 per passenger
Between 15 – 29 days - £30 per passenger
Between 00 – 14 days - £40 per passenger
We are unable to entertain any consequential loss as a result of any change or cancellation to your accommodation arrangements.
If we have to cancel your booking, unless for reasons of "Force Majeure" we will compensate you as follows:
Days before departure
Between 45 – 60 days - £10 per passenger
Between 30 – 44 days - £20 per passenger
Between 15 – 29 days - £30 per passenger
Between 00 – 14 days - £40 per passenger
We are unable to entertain any consequential loss as a result of any change or cancellation to your accommodation arrangements.
Force Majeure
We are not responsible and will not pay compensation if the reason for the cancellation is outside of our control, e.g. due to war, natural disaster, freak weather conditions, industrial unrest or strikes, dispute or terrorism etc. However, such events may be covered by your travel insurance.
Financial failure of a tour operator, airline or supplier
If there is a financial failure of a Tour operator which affects you, your monies will most likely be protected by the Civil Aviation Authorities ATOL Protection scheme. We will assist you with your claim and provide necessary documentation to the CAA as required.
If you have paid us a deposit for your flight then this amount includes a small non returnable amount (Service charge) held against the booking in the event of non completion of the contract. In the event of a failure or the airline or Tour operator this amount is non returnable and you will be entitled to only the amount paid by us to the tour operator which should be repaid from the CAA directly to you.
Where you choose to book a non ATOL protected flight passengers should ensure that their travel Insurance covers them for the cost of their booking and repatriation in the event of a failure by the airline as Airflights Direct Ltd cannot be held responsible for financial costs in the event of a financial failure of the airline concerned.
Our website and verbally read booking conditions clearly indicate if a flight is ATOL Protected or not.
Credit or debit card fees paid to us for transacting monies are non refundable in any event.
If you have paid us a deposit for your flight then this amount includes a small non returnable amount (Service charge) held against the booking in the event of non completion of the contract. In the event of a failure or the airline or Tour operator this amount is non returnable and you will be entitled to only the amount paid by us to the tour operator which should be repaid from the CAA directly to you.
Where you choose to book a non ATOL protected flight passengers should ensure that their travel Insurance covers them for the cost of their booking and repatriation in the event of a failure by the airline as Airflights Direct Ltd cannot be held responsible for financial costs in the event of a financial failure of the airline concerned.
Our website and verbally read booking conditions clearly indicate if a flight is ATOL Protected or not.
Credit or debit card fees paid to us for transacting monies are non refundable in any event.
Tickets / Vouchers (where applicable)
Your tickets and/or vouchers will be posted or emailed 7-10 days prior to departure. If you have not received them 7 days before departure, please contact Customer Services on 0871 222 0877 immediately. AFD cannot guarantee the delivery of tickets.
Infants
Infants must be under the age of 2 years on the date of return. If the infant is under 6 weeks you will need to advise the airline. Infants are not allocated a flight seat and do not have a baggage allowance. Where you have booked accommodation infants form part of the room occupancy whether charged for or not and accommodation suppliers will not allow rooms to be over occupied under any circumstances.
Special Needs / Requests
Airline staff will help passengers who require assistance. If a special needs request has been fully completed the airline staff will endeavour to attend to any requests; however, such requests are not guaranteed. If you have other services booked with us for accommodation etc. when requested we will forward on your behalf the request to the supplier, again the provision of these requests is not guaranteed and even when a charge is levied by the supplier for the provision of such requests or services they do not form part of our contractual obligations and we have no liability to you if they are not met.
Accommodation Arrangements
Advertised Services:
We will endeavour to ensure that all advertised facilities and services are provided. If any facility or service is withdrawn or limited for any reason, we will try to advise you and where appropriate will refund any supplement paid. This is the extent of our liability in respect of such facilities or services.
Special events:
The accommodation or accommodation provider may at certain times of the year (e.g Christmas) or at the time of a special occasion or event (e.g New Year dinner and dance) offer and make a separate extra charge over and above the price that you have paid. On occasions these charges may be mandatory. We will try to ensure that you are made aware of this in advance however we cannot be held responsible if this is not published to us at the time of booking.
Special requests:
If you make special requests, we will act on your behalf and pass this to the supplier. Where this request is for equipment for example cots or high chairs the accommodation or accommodation provider may make a charge locally for this service. These need to be requested through us in advance and we are unable to guarantee the availability or quality of such items which should be carefully checked by you prior to use.
Check In and Check out times:
Please ensure that you are aware of your accommodation check in and check out times. These vary according to the individual accommodation. Should you wish to keep your accommodation beyond the stated check out time then this must be arranged by you directly with the accommodation, a charge may be levied locally for this service
Star Ratings:
The Star Ratings published on our web site and used by us are those provided to us by the accommodation provider. These ratings may differ from country to country or within countries. These may also differ from official ratings. Star ratings are not the responsibility of AFD.
We will endeavour to ensure that all advertised facilities and services are provided. If any facility or service is withdrawn or limited for any reason, we will try to advise you and where appropriate will refund any supplement paid. This is the extent of our liability in respect of such facilities or services.
Special events:
The accommodation or accommodation provider may at certain times of the year (e.g Christmas) or at the time of a special occasion or event (e.g New Year dinner and dance) offer and make a separate extra charge over and above the price that you have paid. On occasions these charges may be mandatory. We will try to ensure that you are made aware of this in advance however we cannot be held responsible if this is not published to us at the time of booking.
Special requests:
If you make special requests, we will act on your behalf and pass this to the supplier. Where this request is for equipment for example cots or high chairs the accommodation or accommodation provider may make a charge locally for this service. These need to be requested through us in advance and we are unable to guarantee the availability or quality of such items which should be carefully checked by you prior to use.
Check In and Check out times:
Please ensure that you are aware of your accommodation check in and check out times. These vary according to the individual accommodation. Should you wish to keep your accommodation beyond the stated check out time then this must be arranged by you directly with the accommodation, a charge may be levied locally for this service
Star Ratings:
The Star Ratings published on our web site and used by us are those provided to us by the accommodation provider. These ratings may differ from country to country or within countries. These may also differ from official ratings. Star ratings are not the responsibility of AFD.
Flight and Accommodation
Where our system has offered a flight and accommodation, we have selected the arrival airport that for various reasons gives the most appropriate match. It is the customer's responsibility to check that the arrival airport offered is suitable and appropriate for their needs. This is especially important where our offer of resort transfers has been declined or transfers are unavailable.
Final Payment (where applicable)
The date of payment of any balance due is shown on your booking confirmation. No reminders are sent. Payment must be received by the due date. Failure to pay your balance in full will result in the booking being cancelled and the deposit forfeited. Cheques should be made payable to Airflights Direct Ltd. Please DO NOT send post dated cheques. Returned cheques will automatically incur a charge of £10.00. Card payments can be made using the payment slip on your booking confirmation which can be sent to Airflights Direct Ltd. by post or fax. Payment is welcome online. Please DO NOT telephone with card payments.
Car Hire (where applicable)
Please ensure you check all your booking details on your car hire voucher when you receive it. Special attention should be given to the documents you will need when you collect your car including your car hire voucher and valid driver licenses for all named drivers. Please be aware that the service provider may make separate local charges for provision of items such as child seats, snow chains etc. These need to be requested through us in advance and we are unable to guarantee the availability or quality of such items which should be carefully checked by you prior to use.
You will need a valid credit card when collecting your car in the name of the lead driver (debit cards are not acceptable).
You will need a valid credit card when collecting your car in the name of the lead driver (debit cards are not acceptable).
Complaints
All complaints should be made in writing to Airflights Direct Ltd. 2nd Floor, 152 Hamlet Court Road, Westcliff-on-Sea, Essex SS0 7LL.
Where the complaint refers to accommodation booked we are not responsible for complaints relating to the quality of the accommodation or the facilities or standards at the accommodation. Complaints regarding accommodation should initially be made directly to the accommodation during the stay. If your complaint is not satisfied then you may refer your complaint to the local agent whose details will be on the accommodation voucher. If after taking these steps your complaint is still not satisfied then we will take the matter up with the accommodation provider on your behalf. You should notify us of a complaint as soon as possible on your return but within 7 days of your return.
Where the complaint refers to accommodation booked we are not responsible for complaints relating to the quality of the accommodation or the facilities or standards at the accommodation. Complaints regarding accommodation should initially be made directly to the accommodation during the stay. If your complaint is not satisfied then you may refer your complaint to the local agent whose details will be on the accommodation voucher. If after taking these steps your complaint is still not satisfied then we will take the matter up with the accommodation provider on your behalf. You should notify us of a complaint as soon as possible on your return but within 7 days of your return.
