What you really need to know.
Here is a summary of the key points you need to be aware of:
- ATOL Protected. All the flights we sell are protected under our own Air Tour Operators Licence (ATOL) no 0808. This means your booking is financially protected in the unlikely event of our insolvency.
- Full payment is due at time of booking and will be made when you book your flight via our website at www.charterflights.co.uk or via our call centre. Payment will normally be made by debit or credit card.
- All our prices include 20 kg free hold baggage.
Amending or cancelling a booking departing in 70 days or more.
- Once booked flights are non-refundable, however when a flight is booked from our own stock (i.e. flights we operate ourselves as opposed to flights purchased from third party airlines) then you can cancel your booking within 24 hours of making it for an administration fee of £40 per person.
- Minor spelling mistakes (eg Smith to Smyth) and title corrections will be changed free of charge.
- You can change one or all names on a booking subject to payment of an administration fee of £40 per person.
- If you wish to change your dates of travel or destination, this can be done subject to payment of an administration fee of £40 per person per change, plus any difference in price between the old and new booking.
Amending or cancelling a booking departing in less than 69 days and more than 8 days.
- Once booked flights are non-refundable, however when a flight is booked from our own stock (i.e. flights we operate ourselves as opposed to flights purchased from third party airlines) then you can cancel your booking within 24 hours of making it for an administration fee of £80 per person.
- Minor spelling mistakes (e.g. Smith to Smyth) and title corrections will be changed free of charge.
- You can change one or all names on a booking subject to payment of an administration fee of £80 per person.
- If you wish to change dates of travel or destination, this can be done subject to payment of an administration fee of £80 per person per change plus any difference in price between the old and new booking.
Amending or cancelling a booking departing in less than 7 days.
- Minor spelling mistakes (eg Smith to Smyth) and title corrections will be changed free of charge.
- All other changes will require cancellation (which will be subject to a cancellation charge of 100% of the booking amount) and re-booking a new ticket.
If we make changes to your flight
- Airline schedules are planned up to a year in advance and can on occasion be subject to change. We will notify you of any changes as soon as we become aware of them.
- No compensation, refunds or right to cancel will be offered for a minor change.
- We will advise you of any change to your flight details prior to departure by email and if a significant change we will also contact you by telephone. You must therefore ensure that you supply us with current email address and telephone numbers. It is a requirement that you provide us with overseas contact details such as a mobile phone number or an email address so we can contact you in the event of late changes to your homeward flights.
The Full Terms & Conditions
1. The Contract
A booking is made with us when you make full payment and we issue you with a booking confirmation. We reserve the right to return your payment and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you. Your contract for your flight (as confirmed at the time of booking) is with Sunvil International Sales Ltd t/a charterflights.co.uk (company registered number: 00984970 ), whose registered office is at 10-12 Upper Square, Old Isleworth, Middlesex, TW7 7BJ (“we”, “us”, “our”). When you buy an ATOL protected flight from us, (or via our authorised agent through which you booked), we will also issue you with an ATOL Certificate, confirming your arrangements and your protection under our Air Travel Organiser's Licence (ATOL) number 0808.
2. Jurisdiction and Applicable Law
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.
3. Insolvency Protection
We provide financial security for ATOL protected flights by way of our Air Travel Organiser’s Licence (ATOL) number 0808, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: email@example.com.
When you buy an ATOL protected flight 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. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom and European Economic Area (EEA).
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 (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations 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 your 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 a 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.
If you book arrangements other than an ATOL protected flight, your monies will not be financially protected. Please ask us for further details.
All prices shown on this website are in £GBP, and are shown on a per person basis.
We reserve the right to change the advertised prices shown at any time before you book. If we do, you will be notified of the correct price at the time of booking. The price of your confirmed booking is subject at all times to changes arising from government action such as changes in VAT, airport taxes or any other government imposed changes, and changes in the exchange rates of currency, and we reserve the right to pass on to you any increases in the price of your confirmed booking as a result.
We endeavour to ensure that all the information and prices both on our website and in our marketing material are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the flights that you wish to book before your booking is confirmed.
Full payment is due at time of booking and must be made when you book your flight via our website at www.charterflights.co.uk or via our call centre.
We accept all major credit and debit cards.
Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
7. Amending or cancelling a booking
If you wish to change any part of your booking arrangements after the confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change.
This clause 7 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
Bookings departing in 70 days or more:
- Once we have issued our confirmation invoice, your booked flights are non-refundable and any cancellation will incur a cancellation charge of 100% of the booking amount however when a flight is booked from our own stock (i.e. flights we operate ourselves as opposed to flights purchased from third party airlines) then you can cancel your booking within 24 hours of making it for an administration fee of £40 per person.
- Minor spelling mistakes (eg Smith to Smyth) and title corrections will be changed free of charge.
- You can change one or all names on a confirmed booking subject to payment of an administration fee of £40 per person.
- If you wish to change your dates of travel or destination, this will be subject to payment of an administration fee of £40 per person per change, plus any difference in price between the old and new booking.
Bookings departing within 69 days and more than 8 days
- Once we have issued our confirmation invoice, your booked flights are non-refundable and any cancellation will incur a cancellation charge of 100% of the booking amount, however when a flight is booked from our own stock (i.e. flights we operate ourselves as opposed to flights purchased from third party airlines) then you can cancel your booking within 24 hours of making it for an administration fee of £80 per person.
- Minor spelling mistakes (e.g. Smith to Smyth) and title corrections will be changed free of charge.
- You can change one or all names on a confirmed booking subject to payment of an administration fee of £80 per person.
- If you wish to change your dates of travel or destination, this will be subject to payment of administration fee of £80 per person per change plus any difference in price between the old and new booking.
Bookings departing within 7 days
- Once we have issued our confirmation invoice, your booked flights are non- refundable, and any cancellation will incur a cancellation charge of 100% of the booking amount.
- Minor Spelling mistakes (eg Smith to Smyth) and title corrections will be changed free of charge.
- All other changes will require cancellation of your confirmed booking, and rebooking and will be subject to a cancellation charge of 100% of the booking amount.
8. If we make a change to your flight.
Airline schedules are planned up to a year in advance and can on occasion be subject to change. We will notify you of any changes as soon as we become aware of them. We may occasionally have to make changes or cancel your confirmed booking and we reserve the right to do so at any time.
Changes: If we make a minor change to your confirmed booking, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you for any refunds or compensation. Examples of minor changes include:
- alteration of your outward/return flights by less than 12 hours;
- changes to aircraft type, airline/carrier, catering, or additional stops on route;
- A change of UK departure airport between:
- The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend
- The South Coast airports: Southampton, Bournemouth and Exeter
- The South Western airports: Cardiff and Bristol
- The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield
- The Northern airports: Liverpool, Manchester and Leeds Bradford
- The North Eastern airports: Newcastle and Teesside
- The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen.
- Please note that carriers such as airlines used on the website may be subject to change.
We will advise you of any change to your flight details prior to departure by email and if a significant change we will also contact you by telephone. You must therefore ensure that you supply us with current email address and telephone numbers. It is a requirement that you provide us with overseas contact details such as a mobile phone number or an email address so we can contact you in the event of late changes to your homeward flights.
If due to circumstances beyond our control it becomes necessary to substitute an alternative airline or other supplier, or make any other alterations to your booking we shall inform you of the changes as soon as possible. You must pay any additional cost due to such changes. If the changes are, in our view, so substantial as to significantly alter your booking and you are unwilling to accept said changes then you may cancel your booking and we will give a refund of all money you have paid to us.
We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
Very rarely, we may be forced by “Force Majeure” (see clause 12 ) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result except where we manage to recover the same from our suppliers. You must direct all claims to your travel insurance.
We make every effort to ensure that your arrangements run smoothly but if you do have a problem during your flights, please inform the relevant supplier (e.g. the airline) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact firstname.lastname@example.org.
If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office within 28 days of the affected flight, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.
You can access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
10. Your Behaviour
All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave the flight or other arrangements immediately, and/or you may be denied boarded by the airline. We will have no further obligations to you and/or your party in these circumstances. No refunds for flights, lost accommodation or other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the airline or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
11. Our Liability
(1) We have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable;
(c) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
(d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(c) Claims in respect of international travel by air:
- The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.
- In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
- When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(4) It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(5) Where any payment is made, the person(s) receiving it must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.
(7) We will not accept responsibility for services or facilities which do not form part of your confirmed booking with us. For example any service or facility which the airline or any other supplier agrees to provide for you.
12. Force Majeure
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
Brexit Implications: please note that certain travel arrangements and flight routes may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible (provided we receive refunds from the suppliers’ concerned), we will not be liable to pay you any compensation.
13. Special Requests
Any special requests must be advised to us at the time of booking. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.
14. Disabilities and Medical Problems
We are not a specialist disabled travel company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your booking, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
15. Passport, Visa and Immigration Requirements & Health Formalities
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.
Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov. For European holidays you should obtain a completed and issued form EHIC prior to departure.
Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware
Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling,
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
16. Delays, Missed Transport Arrangements and other Travel Information
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your flight price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
We cannot accept liability for any delay which is due to any of the reasons set out in clause 12 of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).
The carrier(s), flight timings and types of aircraft shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know.
Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.
17. Advance Passenger Information
18. Foreign Office Advice
You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. (See clause 12 ).
Updated December 2018