Terms & Conditions
Your contract is made with Flyoo Travel Ltd whose principal place of business is Suite 7-7a 216/218 Main Road, Biggin Hill, Kent TN16 3BD.
Registered in England No 6434692. Registered Office 237 Kennington Lane, London, SE11 5QN
We hold an Air Tour Organizer’s License granted by the Civil Aviation Authority (CAA) ATOL number 9760. Flights booked with us are ATOL protected against insolvency.
1. Booking Conditions
Please read these terms and conditions very carefully. They apply to all the holidays and flights described, and they deal with your rights and obligations to us and ours to you. We are committed to a policy of fair trading and make every effort to ensure you will have an enjoyable holiday with us.
2. Your Holiday Contract
When you make a booking you undertake that you have the authority to accept and do accept these booking conditions on behalf of yourself and each member of your party. The contract exists upon our accepting any monies from you toward the booking or upon the issue of our Confirmation Invoice whichever is the earlier. These conditions and those on our website in conjuncture with the information given in our brochure/website form the entire agreement between Flyoo Travel and you. Any advice or information imparted by your travel agent which is inconsistent with our own advice/information or terms and conditions will not form part of your contract with us.
3. Booking and Payment
Reservations may be made by telephone, post, email, online, in person or via an appointed travel agent. At the time of booking your flight or package holiday a minimum non-refundable deposit of £75.00 per person plus any applicable insurance premiums and credit card charges for all bookings or full payment if less than 10 weeks before departure together with any applicable insurance premiums must be paid for by credit or debit card / subject to a 2% credit card charge or £2.00 debit card charge. A confirmation invoice will then be sent to you or your travel agent.
4 Prices & Surcharges
Prices are fixed at the time of booking and will not be subject to any form of surcharge. The exception to this is an increase in costs arising as a result of any government action including but limited to new or increased taxes such as VAT. Even in this case we will absorb an amount equivalent to 2% of the holiday price which excludes insurance premiums and any amendment charges. Only amounts in excess of this 2%, will be surcharged but when a surcharge is payable an administration charge of £5 per person, together with an amount to cover travel agent’s commission (if applicable), will be added. If this means that you have to pay more than 10% of the holiday price you will be entitled to cancel your holiday with a full refund of all monies paid except for any insurance premiums and amendment charges. Should you decide to cancel because of this you must exercise your right to do so within fourteen days from the date we advise you or your travel agent of the amount due. We reserve the right to change our prices at any time before you book including any special offers we may from time to time have which may or may not be the same as set out in our publicity material.
5. Balance Payment
The balance due to us in respect of any booking as shown on a confirmation invoice must be paid at least ten weeks prior to the departure date. If the payment is not received in full by us by the given date on the confirmation invoice, we reserve the right to treat your booking as cancelled by you and retain your deposit and apply the cancellation charges as set out later on this page. No reminder or final demand will be issued by Flyoo Travel and any late payment may be treated as a full cancellation whereby our cancellation charges will take effect.
6. Our Invoice
Our confirmation invoice is our final invoice, which must be paid for at least ten weeks prior to the scheduled departure date. Should there be any unforeseen change to your holiday arrangements these will be advised in the form of a revised invoice sent to you.
7. Travel Insurance
It is compulsory that all members of the party hold fully comprehensive insurance at the time of travel. We recommend that you take out fully comprehensive travel insurance at the time of booking to protect not only against loss or injury whilst on holiday but against unforeseen cancellation
prior to travel. If you do not wish to take out our insurance we require that you give us the details of the alternative insurance cover that you have organised.
The star ratings we give to hotels are based on the hotels own description, that of a group of tour operators or a rating deemed appropriate by us. We can not guarantee that star ratings will match individual expectations of guests, and travellers are advised to make their own investigations into properties featured by us to avoid disappointment. Room categories described on our websites or any other advertising material produced by us, including brochures and magazines are based on the hotels own description, that of a group of tour operators or a category deemed appropriate by us. Hotels will not usually allow guests to check in before 1200hrs. Check out time is usually at 1200hrs. If you have been booked on a flight that arrives in the early morning, your check in time will be in accordance with the hotel policy, and accordingly you may have to wait for a room. Similarly, if your departure flight departs in the evening, or late at night, you will have to check out by 1200hrs on the day stated in your itinerary. You will only be guaranteed a room early in the morning on the day of arrival if you have paid for the facility, and this will be stated on your itinerary. Similarly, where your departure flight is late at night, you will only have access to the room until departure if you have paid for the facility, and this will be detailed in your itinerary. Where the hotels have availability, we will make every effort to request early check in and late check out facilities, but in no way do we guarantee this.
9. Special Requests
We draw a distinction between special requirements which are items essential to your holiday enjoyment and special requests. If you advise us of a special requirement before you leave, we will do everything possible to honour your request. When you make a special request we will pass this on to the supplier concerned but we cannot guarantee anything. Special requests do not form a part of your contract with us. If your special request cannot be catered for, no compensation will be paid. Please note where a triple room has been booked or a room which sleeps three people, the third occupant will be considered a ‘third person sharing’. In the majority of cases, the third bed, or the extra bed for the third person will be a pull out bed, or a sofa bed. We will not always be able to inform you prior to your departure that your request is not available.
10. Building works and noise disruption
Flyoo Travel Ltd uses various suppliers around the world to source hotel accommodation. Clients will find thousands of hotels listed on the various websites operated under the Flyoo Travel brand, and due to the vast number of hotels listed, Flyoo Travel Ltd will not be able to guarantee the hotel will be unaffected by building works in and around the hotel. Where possible, we will endeavour to provide up-to-date information that may effect your holiday under the description of the relevant hotel on our website. We therefore advise you to independently investigate any hotel you wish to stay at. In the event that your holiday is affected by building works, you must contact us by telephone and inform us immediately, so that we can help you to put things right.
11. Changes made by us
It is unlikely that we will have to amend your booking. Occasionally changes may be made which we reserve the right to do at any time. Most of these changes are minor and we will advise you at the earliest possible date. Flight timings and carriers set out in our publicity material are subject to change and all details given to you are for guidance only. Confirmed details will be as shown on your ticket. It is your responsibility to check all details on both the confirmation invoices and flight tickets for errors or anomalies.
11.1 Major Changes
Should a major change become necessary we will inform you as soon as reasonably possible. You may decide whether or not to accept the change although you must let us know by return. In either case, we will pay compensation according to the table below in the case of major changes. A material or major change may include but is not limited to the following:
• A change in flight time of more than 12 hours
• A change of accommodation to a lower official rating
• A change of resort area, but not a change of resort within the same area
If we or our suppliers alter the airline, aircraft type operating your flight or routing this is not a material change and we will be under no obligation to notify you of any such change in advance.
11.2 Changes after your holiday has started
Very occasionally we may have to amend your holiday arrangements after your arrival in resort. If we do this, we will try to place you in accommodation of the same or higher standard and in the same or similar resort. We will also pay you compensation according to the table below.
Period of notice given to you or your travel agent before departure Compensation for each full fare-paying passenger
More than 56 days £0
43 to 56 days £10
29 to 42 days £20
15 to 28 days £30
0 to 14 days £40
11.3 Important notes on changes
We are not responsible for changes which arise as a result of situations outside of our control such as but not limited to, technical or maintenance problems with means of transportation, changes imposed by re-scheduling or cancellation of flights by an airline or main charterer, war or threat of war, civil strife, industrial disputes, natural disasters, bad weather or terrorist activity. Under EU law you have some rights to refunds and/or compensation from the airline in cases of delay, cancellation or denied boarding of flights. Full details of these rights will be publicized at EU airports and are available from the airline. Please note however that reimbursement in such cases is the responsibility of the airline and will not entitle you to a refund of any holiday costs from us. Your refund and/or compensation rights are detailed in section 12 of these terms and conditions and any payment made by the airline will affect any refund and/or compensation payments made by us.
12. Cancellations by us
We reserve the right in any circumstance to cancel your holiday. If we have to cancel your holiday (other than for late or non-payment by you) we will offer you either (i) an alternative holiday of comparable type, though if the alternative offered is at additional cost, the difference will be payable by you and any ‘No Surcharge Guarantee’ on the original booking will not apply or (ii) a full refund of all monies paid, in either case being the only recompense which will be due to you.
13. Changes made by you
If you find it necessary to change your booking to another holiday or if you wish to amend your booking, we will make a charge of £25.00 per person, plus any charges applicable by the ATOL Company if using non-Flyoo Travel flights or the accommodation supplier, for each change made. Any alterations to your travel arrangements notified by you less than ten weeks before departure date will be treated as a cancellation of your original booking. The new arrangements including name changes will be regarded as an entirely new booking.
In each of the above a revised invoice will be sent showing the new details and as appropriate the amendment charges and any additional charges.
Please note that all changes must be confirmed in writing by the lead passenger a minimum of two months prior to departure. Thereafter, except as provided by applicable law, cancellation charges, as outlined below, apply.
If all names on a booking need to be changed, cancellation charges, as outlined below, apply as at least one name from an original booking must
remain. It is not possible to amend from one season to another; cancellation charges, as outlined below, apply.
Some types of accommodation are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your holiday cost based on the new number of people travelling. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and is not covered by your travel insurance.
It is important that you check to make sure that the names, initials and titles on the confirmation invoices match those in the corresponding passports otherwise the passengers concerned may not be permitted to travel and any applicable insurance will not be effective. Any errors concerning the booking must be notified to Flyoo Travel immediately. No responsibility will be accepted for costs arising from none notification of booking errors.
14. Cancellations made by you
If you wish to cancel a confirmed booking this must be done in writing by the lead passenger. These instructions should be supplied to our administration department. We recommend that letters of cancellation are sent by recorded delivery post as none delivery may result in additional cancellation costs.
Cancellation takes effect from the date we receive such a letter. Proof of delivery does not constitute proof of receipt. Cancellation charges will be calculated as set out in the table below, and we will notify you by way of a cancellation invoice within two weeks of receipt of your cancellation.
Period before S c h e d u l e d Departure Date that Notice of Cancellation is Received
Cancellation Charge as a % of total holiday price (excluding insurance premiums & card charges)
More than 70days Deposit Only (Additional charges levied by the ATOL flight provider if applicable)
42-69 Days 60% (Additional charges levied by the ATOL flight provider if applicable)
29-41 Days 70% (Additional charges levied by the ATOL flight provider if applicable)
1-28 Days 100% (Additional charges levied by the ATOL flight provider if applicable)
Please note that if you have to cancel for reasons covered by your travel insurance policy, you will be able to reclaim your cancellation charges. Cancellation charges exclude the insurance premium which is not refundable.
15. If you have a reason for complaint
Any complaints arising from your holiday that are in our direct sphere of control should be notified to your resort representative or the Flyoo Travel appointed representative or resort agent who will do whatever he/she can to help there and then, and also to the accommodation owner or supplier of the service in question so that remedial action can be taken without delay.
If the matter cannot be resolved whilst in resort you should obtain a report form from your representative. Most complaints are of a minor nature which can be dealt with in resort. It is essential that you give us the opportunity to help you by letting our representative know immediately, or in out of hours circumstances, as soon as possible the following morning if you have any complaint. Should you fail to follow this simple procedure we cannot accept responsibility as we would have been deprived of the opportunity to investigate and rectify any problem. Should the matter remain unresolved to your satisfaction a Customer Service Report Form (CSR) must be completed in resort and signed by the locally appointed agent, representative or Area Manager. Later claims or complaints cannot be accepted without a completed CSR.
Should you feel that a complaint has not been dealt with to your satisfaction please write to the Customer Relations Department, Flyoo Travel Ltd, Suite 7-7a 216/218 Main Road, Biggin Hill, Kent, TN16 3BD within 28 days of your return date quoting your booking reference, date of departure, and most important enclose your copy of the report form. Failure to comply with these conditions will result in nullifying any and all claims arising from the holiday. No claims for expenses will be considered without appropriate receipts or invoices. We hope to ensure that we can come to an amicable agreement.
16. Your responsibility
It is your responsibility to ensure that you and all those for whom you are booking are in possession of valid passports and any appropriate visas. You are responsible for any charges, fines etc. that may be levied by authorities in the UK or overseas for non-compliance of regulations in this area and any such amounts will be charged or recharged to you. Similarly, it is your responsibility to check with your doctor as to what vaccinations, or inoculations are advisable for your destination. Airline regulations state that women 28 weeks or more into pregnancy at the time of return travel must have a medical certificate of fitness to travel. Normally, permission to travel is refused after 32 weeks. Your booking is accepted upon the clear understanding that we cannot be liable if any airline refuses to accept you or any member of your party as a passenger on these grounds.
17. Conditions of Carriage/Accommodation
We are neither a carrier nor a provider of accommodation. Transportation on an aircraft, coach, train or ship is subject to the conditions of carriage of
that company, some of which limits or excludes liability. These conditions are often the subject of International agreements between countries and copies of the conditions which apply to your holiday journey may be available for inspection at the office of the carrier concerned. Flyoo Travel Ltd does not enter into an agreement for carriage by air but only undertakes to reserve on your behalf, accommodation on board an aircraft operated by one or other of the airlines mentioned on our website or in our brochure, or such other airlines as may be substituted. The availability or provision of accommodation booked is subject to the house rules of the hotel or other accommodation providing agent or agent undertaking to provide such accommodation.
18. Unused Services
No refund will be due to you in respect of non-use of any part of the travel arrangements made for you.
19. Your Conduct
Flyoo Travel and its providers of flights and accommodation reserve the right in our absolute discretion to terminate your holiday arrangements without notice should your behaviour be such that it is likely in our opinion to cause distress, damage, annoyance or danger to any other person. In such
circumstances, no refund or compensation will be due to you. Naturally, you are subject to local laws and must respect local culture, customs and dress code. Using or possessing drugs of any kind may result in a jail sentence. If you cause, or appear likely to cause, damage or distress to others or to property, either ourselves or the supplier concerned (air carrier, hotel or ground handler, etc) may terminate their services on the spot without refund or compensation.
20. Flight Reconfirmation
It is imperative and a strict condition of booking that you confirm your inbound flight details with the local representatives office noted on your tickets (not the local airport authorities who are renowned for giving out of date information. Re-Confirmation should be not more than 48 hours and no less than 18 hours prior to the previously notified flight time. (72 hours if the reconfirmation period falls over a public holiday in either your country of origin or the country you are currently staying). Please be warned that some people rely on third parties (e.g. Hotel receptions) to re confirm their flights, the problem is either they do not reconfirm or do not reconfirm with our local representatives as detailed on the itinerary, so therefore we accept no liability for clients who fail to reconfirm in person and if you do rely on a third person and they give you the wrong information you will have to take it up with them and not us. The system is proven so please use as instructed.
If your ticket was not issued by Flyoo Travel you must confirm your flight with the operator named on the ticket as Flyoo Travel does not control these flights.
Failure to comply with these procedures may invalidate any claim against missed or delayed flights.
21. C.A.A. rules on flight sector usage
C.A.A. regulations specify that both the outbound and inbound sectors of the air ticket must be used. If the outbound is not used, the passenger will not be allowed to travel home on the inbound flight. Should anyone check in less than 90 minutes before the ticketed departure time, admission to the flight is likely to be refused. Should anyone be refused admission to the flight or destination country by the airline or Government authority, and then we are powerless to assist and cannot be held responsible or liable.
22. Our Liability
We accept responsibility for the negligent acts and/or omissions of our employees, agents, sub-contractors and suppliers while acting within the scope of or in the course of their employment with us and for any deficiencies in the services we are contractually obliged to provide or the failure of such services to reach a reasonable standard. In any such case,
our liability shall be limited to a maximum of the original holiday cost. We do not accept responsibility in respect of death, bodily injury or illness of any person taking one of our holidays except when caused by the negligent acts and/or omissions of our employees, agents, sub-contractors or suppliers while acting within the scope of or in the course of their employment agency contract of supply or sub-contract although where the services in question consist of carriage by air, by sea or rail or the provision of accommodation, the limit of our liability shall be as provided for under applicable law and/or international convention.
23. Air and Sea Cariers
The liability of air and seas carriers is generally governed by the Montreal Convention, Warsaw Convention, Hague Protocol or Athens Convention. We rely on the terms and limitations contained in these conventions. Air and sea carriers produce conditions of carriage which form part of your contract both with us and with the air and sea carrier. You can get a copy of these terms and conditions from us or your travel agent. You must keep to these conditions when booking your holiday.
24. Brochure & Website advertising
Flyoo Travel goes to great lengths to ensure that the information contained in its brochure and on its website is correct and does not endorse accept responsibility or liability either directly or indirectly for advertising or claims made by the accommodation supplier or any third party either prior to or after departure. If in doubt, please refer to the description on the Flyoo Travel website or brochure.
25. Jurisdiction and Liability
Your contract with us, made on these terms contained on our brochure, is subject to English Law and jurisdiction. Full and current terms and conditions may be found on our websites, www.flyoo.net, www.flyootravel.co.uk, www.flyootravel.com By booking with Flyoo Travel Ltd you agree to the full Terms and Conditions.
I accept the above booking terms and conditions, and confirm the itinerary and quote received is satisfactory. I hereby authorise Flyoo Travel to confirm the itinerary as presented to me.