Booking Conditions
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 has been confirmed with the tour operator, airline and/or a service provider, with whom your contract exists and whose terms and conditions can be obtained by clicking here, or alternatively by contacting Customer Services on 0871 222 0877 (Calls cost 10 pence per minute from a BT Landline. Calls from other networks and mobiles may cost more). The Terms and Conditions of Airflights Direct Ltd, the tour operator, airline and/or service provider are available at any time, including prior to purchase.
You have made your booking through Airflights Direct Limited (from here on referred to as AFD) as agent/ticket provider. 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, airline 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. On occasions the price you pay may include a non-refundable ATOL fee as well as our standard agency service fees.
The amount which you have paid includes the cost of the product/service (e.g. flight), agency service fees and transaction fees. Shortly after booking you will receive a receipt that will show these individual costs, please note the agency service fees which apply vary depending upon a range of factors and can fluctuate. Details of transaction fees that apply to card payments can be found on our website.
In addition we then aim to make available to you 72 hours after booking, the principals confirmation invoice which gives full details of the product/service purchased and it's individual cost. You can obtain a copy of the confirmation invoice by visiting the Manage My Booking facility, on AFD's website. Dependent upon your principal the confirmation invoice will also in some cases be your proof of financial protection and therefore it is of great importance that you print a copy and keep it in safe place until you have completed your holiday. If you have any problems in obtaining this copy of your Principals Confirmation Invoice (Atol receipt) it is imperative that you contact us either by email at admin@airflights.co.uk or by calling 0871 222 0877 and requesting a copy. Without this paperwork you may not be able to make a claim under the ATOL scheme of financial protection should the need arise.
In cases where your booking is protected by ATOL (Air Travel Organisers License) the amount paid less Airflights Direct Ltd agency service fees and transaction fees paid by you for the product/service shown are ATOL Protected by the CAA (Civil Aviation Authority). If applicable the Licence holder's name and ATOL number are shown on both your receipt and confirmation invoice. For more information, see the Licence holder's booking terms and conditions which are available on our website or by contacting customer services.
No Frills Flights:
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. When booking you on these flights we act solely as ticket provider and the price we charge includes an agency service fee that is non-refundable. It is a condition of booking any Non ATOL protected Flight with us that you avail yourself with adequate travel insurance which specifically covers you in the event of a financial failure of the relevant airline.
Luggage Allowance:
When our web site, staff or systems advise a luggage allowance weight or limit this will be correct at the time but could be altered by the airline or tour operator prior to departure, consequently passengers should always check their tickets or final itinerary to ascertain actual luggage allowances and abide by the limits thereon.
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 / ticket provider. They DO NOT constitute in any way 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. If a tour operator, service provider or airline cancels your booking for any reason including financial failure you will still be liable for any other separate bookings that you may hold with us. As a condition of booking with us you must avail yourself with adequate travel insurance which specifically covers you in the event of cancellation, amendment or financial failure of one or more service providers.
Once a booking is confirmed can the price of your Holiday / Flight / Accommodation or other service change?
On rare occasions some tour operators, airlines and service providers can vary the cost after you book due to changes in transportation costs including the cost of fuel and changes in dues, taxes and fees (such as changes in Air Passenger Duty). (Click here to check your individual tour operators, airlines and/or service providers booking conditions). If applicable you would be obliged to pay any increase in such costs advised to you before departure.
Advanced Passenger Information (API)
Some tour operators and airlines insist that you supply this information at least seven days prior to travel in order to comply with local security laws. You MUST complete and submit your online Advanced Passenger Information Form by visiting the 'Manage My Booking' section of our website.
Our API submission form is available by following the link on your confirmation email, or by clicking here. Please Note: Failure to do this may result in you being denied boarding on the day of travel and the loss of all monies paid. AFD is NOT responsible for you being denied boarding or consequential losses due to your failure to comply with API requirements.
You have made your booking through Airflights Direct Limited (from here on referred to as AFD) as agent/ticket provider. 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, airline 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. On occasions the price you pay may include a non-refundable ATOL fee as well as our standard agency service fees.
The amount which you have paid includes the cost of the product/service (e.g. flight), agency service fees and transaction fees. Shortly after booking you will receive a receipt that will show these individual costs, please note the agency service fees which apply vary depending upon a range of factors and can fluctuate. Details of transaction fees that apply to card payments can be found on our website.
In addition we then aim to make available to you 72 hours after booking, the principals confirmation invoice which gives full details of the product/service purchased and it's individual cost. You can obtain a copy of the confirmation invoice by visiting the Manage My Booking facility, on AFD's website. Dependent upon your principal the confirmation invoice will also in some cases be your proof of financial protection and therefore it is of great importance that you print a copy and keep it in safe place until you have completed your holiday. If you have any problems in obtaining this copy of your Principals Confirmation Invoice (Atol receipt) it is imperative that you contact us either by email at admin@airflights.co.uk or by calling 0871 222 0877 and requesting a copy. Without this paperwork you may not be able to make a claim under the ATOL scheme of financial protection should the need arise.
In cases where your booking is protected by ATOL (Air Travel Organisers License) the amount paid less Airflights Direct Ltd agency service fees and transaction fees paid by you for the product/service shown are ATOL Protected by the CAA (Civil Aviation Authority). If applicable the Licence holder's name and ATOL number are shown on both your receipt and confirmation invoice. For more information, see the Licence holder's booking terms and conditions which are available on our website or by contacting customer services.
No Frills Flights:
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. When booking you on these flights we act solely as ticket provider and the price we charge includes an agency service fee that is non-refundable. It is a condition of booking any Non ATOL protected Flight with us that you avail yourself with adequate travel insurance which specifically covers you in the event of a financial failure of the relevant airline.
Luggage Allowance:
When our web site, staff or systems advise a luggage allowance weight or limit this will be correct at the time but could be altered by the airline or tour operator prior to departure, consequently passengers should always check their tickets or final itinerary to ascertain actual luggage allowances and abide by the limits thereon.
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 / ticket provider. They DO NOT constitute in any way 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. If a tour operator, service provider or airline cancels your booking for any reason including financial failure you will still be liable for any other separate bookings that you may hold with us. As a condition of booking with us you must avail yourself with adequate travel insurance which specifically covers you in the event of cancellation, amendment or financial failure of one or more service providers.
Once a booking is confirmed can the price of your Holiday / Flight / Accommodation or other service change?
On rare occasions some tour operators, airlines and service providers can vary the cost after you book due to changes in transportation costs including the cost of fuel and changes in dues, taxes and fees (such as changes in Air Passenger Duty). (Click here to check your individual tour operators, airlines and/or service providers booking conditions). If applicable you would be obliged to pay any increase in such costs advised to you before departure.
Advanced Passenger Information (API)
Some tour operators and airlines insist that you supply this information at least seven days prior to travel in order to comply with local security laws. You MUST complete and submit your online Advanced Passenger Information Form by visiting the 'Manage My Booking' section of our website.
Our API submission form is available by following the link on your confirmation email, or by clicking here. Please Note: Failure to do this may result in you being denied boarding on the day of travel and the loss of all monies paid. AFD is NOT responsible for you being denied boarding or consequential losses due to your failure to comply with API requirements.
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 to suit their individual needs. Tour operators / airlines may refuse travel if you cannot produce a valid certificate of insurance. Some travel insurance policies may cover your separate holiday components in the event of a cancellation or failure of one of the suppliers involved, others do not. AFD does not sell insurance but acts as an introducer only.
Non ATOL Protected Flights:
It is a condition of booking that you avail yourself with adequate travel insurance which specifically covers you in the event of a financial failure of non ATOL protected airline. AFD is NOT liable for your costs direct or consequential that result from the failure of a Non ATOL protected airline. Our website and verbally read booking conditions clearly indicate if a flight is ATOL Protected or not prior to you agreeing to purchase. AFD does not sell insurance but acts as an Introducer only.
Non ATOL Protected Flights:
It is a condition of booking that you avail yourself with adequate travel insurance which specifically covers you in the event of a financial failure of non ATOL protected airline. AFD is NOT liable for your costs direct or consequential that result from the failure of a Non ATOL protected airline. Our website and verbally read booking conditions clearly indicate if a flight is ATOL Protected or not prior to you agreeing to purchase. AFD does not sell insurance but acts as an Introducer only.
Cancellation/Amendments
All deposits and agency service fees 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. Please note our staff can only discuss a booking with the lead passenger and therefore if you are not the lead passenger, we will be unable to assist you. Also bookings will NOT be amended or cancelled until written authorisation is received from the lead passenger confirming all details and charges (if applicable). This can be done either by letter, fax or e-mail. Please note that amendment and Credit / Debit card fees are not transferable or refundable.
Handling fees and Service charges:
At the time of booking and on other 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 - Principals charge plus £20 per passenger
Change to passengers details (including API) - Principals charge plus £20 per passenger
The charges below are doubled for bookings with three passengers or more: Addition of In-flight meals - Principals charge plus £10 per booking
Addition of Pre-booked seating - Principals charge plus £10 per booking
Addition of Pre-booked luggage - Principals charge plus £10 per booking
Supply of duplicate / supplementary documentation - £20
Charges for amendments (where allowed) to NO FRILLS FLIGHTS are dependant upon the airline concerned and may be higher than those applied to other booking types.
Please be aware that when making any booking the amount that you pay whether be it a deposit or full payment includes an agency service fee which is non refundable in the event of a cancellation regardless of whether the cancellation is at the request of the customer or the supplier / tour operator. Supplier booking conditions are available by clicking here or by contacting Customer Services.
Handling fees and Service charges:
At the time of booking and on other 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 - Principals charge plus £20 per passenger
Change to passengers details (including API) - Principals charge plus £20 per passenger
The charges below are doubled for bookings with three passengers or more: Addition of In-flight meals - Principals charge plus £10 per booking
Addition of Pre-booked seating - Principals charge plus £10 per booking
Addition of Pre-booked luggage - Principals charge plus £10 per booking
Supply of duplicate / supplementary documentation - £20
Charges for amendments (where allowed) to NO FRILLS FLIGHTS are dependant upon the airline concerned and may be higher than those applied to other booking types.
Please be aware that when making any booking the amount that you pay whether be it a deposit or full payment includes an agency service fee which is non refundable in the event of a cancellation regardless of whether the cancellation is at the request of the customer or the supplier / tour operator. Supplier booking conditions are available by clicking here or by contacting Customer Services.
Flight Changes
Flights may be subject to change/cancellation by your tour operator or airline, AFD as agents / ticket suppliers have no control over this. We will notify you if we are advised of any significant alterations. 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 per sector. If this occurs compensation or a refund may be offered at the discretion of your tour operator / airline. AFD are not responsible for any consequential loss however incurred. Please be aware that when making any booking the amount that you pay whether be it a deposit or full payment includes an agency service fee which is non refundable in the event of a cancellation regardless of whether the cancellation is at the request of the customer or the supplier / tour operator. Amendment and Credit / Debit card fees are not transferable or refundable. Where possible we will endeavour to make available to you a copy of your principal / service providers notification of the changes to your booking. Supplier booking conditions are available by clicking here or by contacting Customer Services.
Accommodation Arrangements
Our suppliers will try to avoid any changes but changes other than those of a minor nature will be notified to you at the earliest opportunity. If our supplier has to change your accommodation or the services offered, wherever possible they will offer an alternative equal in standard and location to that originally booked.
Please be aware that when making any booking the amount that you pay whether be it a deposit or full payment includes an agency service fee which is non refundable in the event of a cancellation regardless of whether the cancellation is at the request of the customer or the supplier / tour operator.
We are unable to entertain any consequential loss as a result of any change or cancellation to your accommodation arrangements.
Please be aware that when making any booking the amount that you pay whether be it a deposit or full payment includes an agency service fee which is non refundable in the event of a cancellation regardless of whether the cancellation is at the request of the customer or the supplier / tour operator.
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 or tour operator, airline and/or a service provider.
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 or the full amount for your flight then this amount includes an agency service fee 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 / service provider which should be repaid to you directly from the CAA if that operator was Atol protected.
Where you choose to book a non ATOL protected flight passengers should as a condition of booking 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 costs direct or consequential in the event of a financial failure of the Non ATOL protected airline concerned.
Please note that in the event of a financial failure of a tour operator, airline or supplier you will still be liable for any other separate bookings that you may hold with us regardless of whether the supplier was ATOL protected or not.
Our website and verbally read booking conditions clearly indicate if a flight is ATOL Protected or not.
In the unlikely event of a failure of a No Frills airline / carrier Airflights Direct Ltd reserve the right to levy a Schedule Airline Failure Administration fee of £20 per passenger to offset the administration costs involved in refunding monies / rearranging flights under our Schedule Airline Failure insurance.
Amendments and credit/debit card fees paid to us are non refundable in any event.
If you have paid us a deposit or the full amount for your flight then this amount includes an agency service fee 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 / service provider which should be repaid to you directly from the CAA if that operator was Atol protected.
Where you choose to book a non ATOL protected flight passengers should as a condition of booking 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 costs direct or consequential in the event of a financial failure of the Non ATOL protected airline concerned.
Please note that in the event of a financial failure of a tour operator, airline or supplier you will still be liable for any other separate bookings that you may hold with us regardless of whether the supplier was ATOL protected or not.
Our website and verbally read booking conditions clearly indicate if a flight is ATOL Protected or not.
In the unlikely event of a failure of a No Frills airline / carrier Airflights Direct Ltd reserve the right to levy a Schedule Airline Failure Administration fee of £20 per passenger to offset the administration costs involved in refunding monies / rearranging flights under our Schedule Airline Failure insurance.
Amendments and credit/debit card fees paid to us are non refundable in any event.
Tickets / Vouchers (where applicable)
Your tickets and/or vouchers if applicable will be posted, made available or emailed between 5 to 14 days prior to departure. If you have not received them 5 days before departure, please contact Customer Services on 0871 222 0877 immediately (Calls cost 10 pence per minute from a BT Landline. Calls from other networks and mobiles may cost more). AFD cannot guarantee the delivery of tickets due to external influences beyond our control, but will assist in making alternative arrangements where possible.
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
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.
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.
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.
Flight and Accommodation
Where our system has offered a flight and accommodation, we have selected the arrival airport and check in / out dates 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. Late payments will incur a £15 surcharge.
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 and out of hours collection 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.
Please note you will need a valid credit card when collecting your car in the name of the lead driver (debit cards are not acceptable).
Please note you will need a valid credit card when collecting your car in the name of the lead driver (debit cards are not acceptable).
Links to External Websites
Our website includes links to other websites. AFD is not responsible for the content, performance or any liabilities or consequential loss incurred as a result of you accessing these external internet sites. You are advised to read the terms, conditions and privacy policy of external sites before purchasing any product or disclosing any personal information. Unless otherwise stated ABTA protection does not apply to any of the third parties websites that we link to.
The contents of this web site are for general information only and all information is supplied 'AS IS'. Information contained on this site should not be considered advice and should not be relied upon in making (or refraining from making) any decision whatsoever. AFD hereby excludes any warranty, express or implied, as to the quality, accuracy, timeliness, completeness, performance, fitness for a particular purpose of this website or any of its contents. AFD makes no warranty that the contents of this site are free from any infection or viruses which has contaminating or destructive properties.
Please note that AFD will not be liable for any damages or consequential losses arising from the use of or inability to use this site, or any of its contents, or from any action taken (or refrained from being taken) as a result of using this site or any such contents.
The contents of this web site are for general information only and all information is supplied 'AS IS'. Information contained on this site should not be considered advice and should not be relied upon in making (or refraining from making) any decision whatsoever. AFD hereby excludes any warranty, express or implied, as to the quality, accuracy, timeliness, completeness, performance, fitness for a particular purpose of this website or any of its contents. AFD makes no warranty that the contents of this site are free from any infection or viruses which has contaminating or destructive properties.
Please note that AFD will not be liable for any damages or consequential losses arising from the use of or inability to use this site, or any of its contents, or from any action taken (or refrained from being taken) as a result of using this site or any such contents.
Complaints
If you wish to make a formal complaint then it should be addressed in writing to Customer Relations, Airflights Direct Ltd. 2nd Floor, 152 Hamlet Court Road, Westcliff-on-Sea, Essex SS0 7LL. Upon receipt of your complaint we will acknowledge it within 14 days and then carry out a detailed investigation of the matter before replying to you in full within 28 days of our acknowlegement of receipt. The complaints process may require us to gather additional information or pass your complaint to your tour operator, airline and/or a service provider and we therefore request your patience before providing you with a full response. If the matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arranged by ABTA www.abta.com.
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.
