Terms & Conditions

FlightOffice is a travel brand trading under the name of TravelOpedia Ltd., with its corporate office at 2nd Floor 7 Mackenzie Street, Slough – SL1 1XQ. Company Registration No. 08168135, VAT No. 199172856.

Users and customers of www.flightoffice.co.uk must follow every section of these Terms and Conditions. If you do not agree with them, please do not use the website.

1. About ATOL

A) Certification

All flights and flight-inclusive holidays provided by FlightOffice are financially protected under the ATOL scheme (ATOL number 11087). Customers who pay us for flights or flight-inclusive holidays will be issued with an ATOL Certificate in their name. You are entitled to ask for your ATOL Certificate, which lists your booking — flights, hotels and any other services. To learn more about financial protection and the ATOL Certificate, visit www.atol.org/about-atol/atol-certificates.

B) Your financial protection

When you buy an ATOL protected flight or flight-inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations 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.

2. The flight contract and refunds

In general, an airline ticket once issued can only be cancelled with a 100% cancellation charge, so please check the price and conditions of your ticket carefully. Where a refund is due, it will be paid to you within 8–12 weeks. In some circumstances, such as a lost ticket, refunds may take longer to process and reach your bank account.

3. Extra charges and check-in

Additional airline services

Airlines may charge for additional services such as airport check-in, checked baggage, seat or cabin selection, in-flight entertainment, food, drinks and snacks. These charges are not part of the flight ticket and must be paid directly to the airline. Flightoffice.co.uk is not responsible for extra costs charged by airlines, and we advise you to confirm any such charges with the airline.

Minimum check-in time

Please arrive at the airport at least 3 hours before your flight's departure time, and re-confirm your flight timings 72 hours before travel.

4. Holiday packages

What is a holiday package?

A holiday package is a combination of travel services — for example transport and a hotel, car rental and flights, a cruise with car rental, or a hotel with flights — sold at an all-inclusive price, with full payment made to Flightoffice.co.uk.

What are supplementary travel arrangements?

Supplementary travel arrangements are travel services booked separately — such as air tickets and hotels booked at different times, or cruises operated by a third party — where Flightoffice.co.uk acts as the intermediary.

Booking a holiday package with Flightoffice.co.uk binds you to these terms, and the contract between you and Flightoffice.co.uk becomes valid once you have made payment.

• For supplementary travel arrangements, we act as booking agent and your contract is with the supplier (airline, hotel or resort, cruise or tour operator). The supplier's terms will apply. Some of our terms apply only to holiday packages.
• No contract exists between Flightoffice.co.uk and the customer until we have accepted the booking and received full payment.
• Flightoffice.co.uk may decline a booking and may pass on any cost increase made by the supplier.
• A booking fee applies when you choose a "phone only" offer displayed on Flightoffice.co.uk.
• For online bookings, you must accept these terms at the end of the booking page. The booking is only final once we have received payment in full.
• If you (the lead passenger) book for more than one traveller, you are responsible for payment for every traveller in the booking.

5. Booking flights online

When booking online you must give Flightoffice.co.uk accurate, up-to-date information, including personal details. Once we receive and accept your booking, we will send a confirmation email and a standard invoice to your inbox.

Flightoffice.co.uk does not guarantee any holiday package, flight ticket or other travel arrangement. We are not responsible for events such as virus outbreaks, the spread of disease or environmental hazards that may cancel flights and affect your travel plans.

6. Accuracy of the website

Travel products and prices on the website are correct to the best of our knowledge. Because of the volume of flights and services we offer, errors may occasionally occur. Such errors are unintentional and we accept no liability for them.

In situations beyond our control, flight prices may rise significantly or airlines may withdraw fares without notice. We are not liable for, and owe no compensation for, any such price increase or withdrawal. Fares are not guaranteed until the ticket is confirmed and purchased.

• Flight prices are subject to supplier availability and may be withdrawn or changed. Any offer may be withdrawn at any time.
• If the published price is correct but other information needs to change, we will let you choose whether to continue with the booking or receive a refund.
• If you choose to cancel, refunds take time to reach your debit or credit card account.

7. Booking flights by phone

When booking by phone you must give us all required information, and you are responsible for its accuracy. You must confirm that the debit or credit card used belongs to you or, if it belongs to someone else, that you have their explicit authority and that there are sufficient funds to cover the full cost.

Once your booking is accepted, Flightoffice.co.uk may take payment from the card on your behalf, and a confirmation invoice will be sent to the cardholder.

When you receive your confirmation email, please check all personal details carefully and tell us immediately about any errors. Changes cannot be made once the booking is complete and the ticket has been issued.

8. Travel documents, passports and visas

Before booking, make sure you have valid, up-to-date travel documents, including passport, visa, transit visa and any vaccination certificates. Check all the information and validity of these documents carefully.

The UK Government's foreign travel advice gives guidance on entry requirements, passport validity, visas and safety for British nationals. Health and vaccination advice is available from TravelHealthPro.

• Your passport should be valid for at least 6 months after your return date.
• Check with the embassy or consulate of each country you are visiting or transiting whether a visa or transit visa is needed.
• Visa rules can change at short notice. FlightOffice cannot confirm visa requirements and is not responsible for visa decisions.
• You should hold valid medical and travel insurance when travelling abroad, and be aware of any limits on foreign currency you may carry.
• Travellers who are not nationals of the destination country may not be allowed to travel on a one-way ticket and may need a return ticket.
• Flightoffice.co.uk, its partners and parent company are not liable if you are refused entry to a country.

Baggage policy

Baggage allowances differ by airline and fare. Our sales agents can give you the baggage policy for your chosen airline.

9. Changes and cancellations

Changes to your booking

Flight bookings can only be changed in certain circumstances. Changes are made by the supplier and are subject to the supplier's charges.

• Name changes are not permitted once a ticket is issued or a hotel is booked.
• Where changes are allowed and requested at least 48 hours before departure, the supplier will charge a date change penalty, plus any fare and tax difference and our administration fee.
• Contact us by phone or email to check whether your ticket allows changes; where it does, please confirm your request in writing.
• Changes are subject to the supplier's validation and restrictions, and any cost increase must be paid by you.

Cancellations by you

The person who made the booking may cancel it by writing to us before departure of the first flight. We will process your cancellation, but deposits are retained and cancellation charges apply.

Changes or cancellations by the supplier

Airlines may change or cancel flights in exceptional circumstances to keep operations running. FlightOffice, its partners and parent company have no control over these changes, which depend on fare restrictions and seat availability.

Changes by Flightoffice.co.uk

Flightoffice.co.uk may need to change travel arrangements, flight services or ground operations. We will tell you about any such change in advance.

10. Payments and deposits

When booking a holiday or travel arrangement through Flightoffice.co.uk, a deposit of £100 is payable towards the total cost of the holiday; the deposit amount may vary depending on the booking type. The balance must be paid at least 8 weeks before departure. If full payment is not received in time, the booking will be cancelled and the deposit will be forfeited.

11. Force majeure

Flightoffice.co.uk and its partner companies will not pay compensation where bookings are cancelled or travel arrangements changed because of circumstances beyond our control. These include natural disasters such as earthquakes and floods, nuclear hazards, fire, political or economic unrest, terrorist activity and similar events.

12. Complaints

If you have a problem during your trip, please raise it with the relevant supplier (hotel, car rental company or airline) as soon as possible — early reporting helps a quick resolution. If it is not resolved to your satisfaction, contact us on 0203 745 4455 or email info@flightoffice.co.uk.

If your complaint remains unresolved, please write to us within 28 days of returning from your trip, quoting your original booking reference and full details of your travel. If these steps are not followed, we may not be able to investigate the issue and compensation may not be payable.

13. Data protection

We process personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. When you make a reservation, we will use the information you provide to:

• Process your domestic or international flight booking;
• Arrange insurance, including passing relevant health information about you or your group to insurers;
• Carry out market research and analysis;
• Prevent fraud, and contact you by letter, email, phone, SMS or other means.

Your card details will be passed to companies that need them to process your payment and booking, and to the bank that issued your card. We assume the email address you give us is correct and that you agree to be contacted by email; please tell us in writing if you would prefer another method. For more information see our Privacy Policy and the UK Government's data protection guidance.

14. E-tickets and flight times

1. The e-ticket emailed to you is a required travel document and must be carried throughout your trip. It contains your booking reference, flight numbers and flight times.
2. Flight coupons must be used in order. If you do not complete any segment of your journey, the remaining segments will be cancelled by the airline without refund.
3. E-tickets with different booking references are treated as separate trips. Flightoffice.co.uk is not responsible for missed connections or refunds on separate tickets if timetables change or flights are delayed or cancelled.

Flight times on e-tickets may change at short notice without notification. Please keep up to date with your flight times.

15. Special requests, health and assistance

Special requests

Requests such as seating or meals must be made when you book. We will pass them to the supplier but cannot guarantee they will be met, and some may carry extra charges, which will appear on your confirmation invoice. Bookings are not made conditional on special requests.

Special meals

Special meal requests must be made at least 3 days before travel. Flightoffice.co.uk is not responsible if a special meal is unavailable.

Medical conditions and disabilities

If you have a medical condition or a physical or mental disability that may affect your travel, please tell us in writing when booking. We will ask the airline to provide assistance, subject to availability and the airline's discretion. If we cannot make suitable arrangements, we may decline or cancel the booking.

Pregnancy

Pregnant travellers are subject to each airline's rules, so please read the airline's pregnancy policy before booking. Some airlines require a doctor's letter or fitness-to-fly certificate, and your travel insurance should cover pregnancy-related conditions.

Infants

Infants must be at least 6 weeks old to fly. An infant (under 2 years) travels on the lap of a parent or accompanying adult; children aged 2 and over need their own seat. If you would like a seat for your infant, please discuss it with our sales consultant when booking.

16. Fares, routes and taxes

One-way combination fares

We may combine two or more one-way fares on the same or different airlines. Even if booked together, each fare is treated separately, so cancellations, changes or disruption (such as strikes or schedule changes) affecting one flight are governed by that airline's own rules.

Direct and non-stop flights

Direct flights may stop to refuel or for technical reasons, and some may involve a change of aircraft. Non-stop flights fly from origin to destination without landing. Some routes through the USA require customs and immigration clearance at the first point of entry.

Codeshare flights

Many airlines operate codeshare agreements, where one airline operates a flight sold by another. Your itinerary will show any codeshare details.

Airport and departure taxes

Airport and departure taxes payable in advance are included in the ticket price quoted to you. Some countries charge additional taxes that are payable locally on arrival or departure.

Frequent flyer schemes

Please check with the airline whether your fare earns or allows redemption of frequent flyer points before booking. Flightoffice.co.uk is not responsible if an airline does not honour points or redemptions.

17. Law of contract

This contract is between TravelOpedia Ltd. (trading as Flightoffice.co.uk) and you, the customer. It is governed by the law of England and Wales, and any dispute will be settled in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in the courts of Scotland or Northern Ireland respectively.