Flexi Holidays act as agent only in respect of all bookings we take or make on your behalf. We accept no liability in relation to any contract you enter into or for any arrangements that you book or for the acts or omissions of any supplier or other person(s) or party(ies) connected with the arrangements. For all bookings your contract will be with the supplier of the arrangements concerned. The suppliers' booking conditions will apply to your contract. Copies of these terms and conditions are available from us on request.
In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. “We” “us” and “our” mean Flexi Holidays Ltd.
You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, Amended 2003.
By ticking the relevant box to agree to these conditions, you agree that:-
• you have read these terms and conditions and the terms and conditions of any relevant supplier and agree to be bound by both of them;
• you consent to our use of your information in accordance with our Privacy Policy
• you are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services.
NB: Please note that due to Data Protection laws, we are only permitted to speak to/correspond with the first named person on the booking.
1. Booking and Confirmation
In order to confirm your chosen arrangements, you must pay a deposit as required by the supplier of the arrangements in question (or full payment if booking within 12 weeks of departure). You must also pay all applicable insurance premiums and booking fees. Your booking is confirmed and a contract between you and the supplier will exist when we send you confirmation email on their behalf.
CONTACT US IMMEDIATELY IF YOU DO NOT RECEIVE AN EMAIL OR IF ANY INFORMATION WHICH APPEARS ON THE EMAIL OR ON THE SUPPLIER CONFIRMATION OR ANY OTHER DOCUMENT APPEARS TO BE INCORRECT OR INCOMPLETE AS IT MAY NOT BE POSSIBLE TO MAKE CHANGES LATER. AS WE ACT ONLY AS AGENT WE WILL HAVE NO RESPONSIBILITY FOR ANY ERRORS IN ANY DOCUMENTATION EXCEPT WHERE THOSE ERRORS WERE MADE BY US.
2. Payment
As we act only as agent for the supplier(s) concerned, we reserve the right to pass on to you in full all additional costs and charges of whatever nature imposed by the supplier(s) in accordance with its own terms and conditions.
Bookings made on our website, by email or telephone with our travel consultants require full payment at the time of booking for holidays departing within 12 weeks. You must also pay all applicable insurance premiums if you wish to purchase the insurance policy we offer. If you make your booking more than 12 weeks prior to your departure date you will be required to pay a deposit. If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions.
On behalf of the supplier, we will advise you of all mandatory taxes, which you must pay upon arrival or before departure. However, many countries charge departure taxes that can only be paid locally. It is therefore recommended that you retain sufficient local currency to meet such charges. Details of arrival and departure taxes can be obtained from the relevant airline when you reconfirm your flight details. Prices quoted on our website and via our call centre exclude any tourism or city taxes which are payable locally and maybe subject to change and introduced after time of booking.
We accept payment by Delta, Switch/Maestro, MasterCard, Visa and American Express.
Payment Handling Fees (card charges) are detailed below:
Debit Cards = No Fees on new bookings
Credit Cards = 2.5% per transaction
Cards are accepted subject to security and fraud checks. Debit cards issued outside of the UK will be processed as credit cards, and subject to our credit card Fee. Your bank or card issuer may also apply a foreign transaction fee.
Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned. In the event that we incur bank charges as result of a cheque which has been stopped or marked ‘Refer to Drawer’, we reserve the right to pass these charges on to you, together with an administration fee of £10 per transaction towards our costs.
In the event that you do not pay the balance on the due date, or the nearest working day, then we reserve the right to add a late payment penalty of £20 to your booking.
3. Amendments and cancellations
Any amendment or cancellation requests must made via the customer services form by the person who made the original booking, and paid the deposit. Please include both your Flexi Holidays and applicable supplier's booking references (on your booking confirmation email). Any cancellation or amendment request will take effect on the day we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements.
Amendments and cancellation fees vary between each supplier according to their individual terms and conditions. (They may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure). Should you make an amendment to your booking the applicable supplier will price your new arrangements based on the prices available on the day your booking is amended. Prices may not be the same as when you booked your original arrangements, and therefore you will be required to pay any difference in price.
In addition you must pay us an administration fee of a minimum of £10 per person per cancellation in addition to the charges you pay the applicable supplier. For any amendments to bookings you must pay us an administration fee of a minimum of £5 per person per amendment in addition to the charges you pay the applicable supplier. You will be notified of the exact charges at the time of amendment or cancellation.
NB: If you have to cancel for a reason covered by your insurance policy, you may be able to recover your cancellation charges. Please check this with your insurance company.
Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Most 'no frills' airlines have cancellation charges of 100% from time of booking. No refunds are available.
4. Adding extra services to your booking
If you wish to amend or cancel any extra services such as car hire, transfers, meals, pre-booked seats, seat requests or add/alter your baggage requirements then you must pay us an administration fee of a minimum of £5 per person per cancellation or change in addition to the charges you pay the applicable supplier. Please note that some services may not be changed or cancelled and therefore may incur a 100% cancellation fee.
5. Changes to and cancellation of your booking by the supplier.
If there is a change to or cancellation of your booking we will pass on the new details to you together with any compensation that the supplier may offer. As agent only for the supplier we cannot accept any liability for any changes or cancellations made to your booking.
6. Circumstances beyond our control
Except where otherwise expressly stated in these conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations to you is prevented or affected by, or you otherwise suffer any damage or loss as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
7. Our responsibility to you
Flexi Holidays Ltd act only as an agent for the supplier(s) concerned. Your contract for your arrangements is directly with the supplier(s) concerned. We accept no liability in relation to the arrangements themselves or for the acts or omissions of the supplier(s) concerned. For all bookings, the terms and conditions of the supplier will apply to your contract (copies available on request from us). However, in the event that we are found liable on any basis whatsoever in relation to your booking our maximum liability to you if we are found to have been at fault in relation to any service we provide as agent for the supplier(s) concerned (as opposed to any service provided by the supplier(s) for whom we are not responsible) is limited to twice the cost of the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.
8. Advance Passenger Information (API/APIS)
Due to security measures, all airlines are required to provide Advance Passenger Information (API or APIS) for all passengers travelling to and from the UK on an international flight. The API requirements can vary from country to country but will include full names, date of birth, passport number, date of passport issue, place of passport issue and nationality. This is a separate requirement to getting a visa. If the airline you are booking requires this information prior to travel, you will be prompted to enter these details after booking your flight. If required, there will be a link provided on your confirmation email, or we will send you a link, where you will be able to enter the necessary details. Please be aware that failure to enter these details correctly may either result in you or a member of your party not being able to travel or in you being charged at the airport prior to boarding. We cannot be held responsible if anyone in your party is refused entry or travel if the data provided is late, inaccurate or incomplete. Please note that you will still need to follow any entry rules for the countries that you are planning to visit including any visa, customs and passport control regulations.
9. Transport delays
Unfortunately delays sometimes occur and your welfare during this time is the responsibility of the transport provider, therefore please ensure you address any complaints to the Airline representative at the time. You should also check your insurance policy as you may have cover against delays.
10. Ticketing
Your tickets (where applicable) and any other documents relating to your booking will, on behalf of the supplier, be sent to the address which you give us at the time of booking. These will be dispatched (where applicable) to you at least 2 weeks prior to departure.
For bookings made within 2 weeks of departure, it may be necessary for us, on behalf of the supplier, to make arrangements for you to collect your tickets from the departure airport. These bookings will incur a delivery charge which will be included in the cost of your holiday and is non-refundable.
Please note that two airlines may share the same services, therefore a flight may not be operated by the airline whose designated code is shown on your itinerary and ticket.
11. Lost/Stolen Eurostar and flight tickets
Most transport providers now work with E-tickets and booking references, however if you are travelling with a paper ticket and you lose it or they are stolen before you leave, certain transport providers will not issue a replacement. You would then be required to purchase a new ticket and there may be a delay of up to 12 months before you receive any refund from the transport provider. If the transport provider concerned does issue a replacement ticket, we will require payment from you of a minimum of £25 per ticket administration fee in addition to any charges the transport provider makes. If your ticket is lost or stolen after you have left the UK, certain transport providers will not issue a duplicate. You will need to purchase a new ticket locally, at the local fare. When you return to the UK you can apply directly to the original transport provider for a refund on your lost and unused ticket, but any refund will be entirely at the discretion of the transport provider and it can take up to 12 months before they make any refund.
12. Transport provider refund procedures
The refund policies operated by airlines vary greatly. If you return your unused ticket to us we will present it to the relevant transport provider for assessment. If the transport provider agrees to issue a refund, we will forward such refund to you less cancellation or administration charge . If you paid us by credit card, we will refund the amount due to you on your credit card, otherwise the refund will be made by cheque. Please note that any refund for part used/return halves of tickets is always less than pro-rata rate. Refunds usually take 10-12 weeks to process, but in some cases may take longer. Tickets returned more than one year from their date of issue are classed as expired by the transport provider and generally have no refund value at all. We recommend that tickets being sent to us for a refund are sent by recorded delivery post.
13. Complaints
Because the contract for your arrangements is between you and the supplier, any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their agent immediately. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
If you wish to complain when you return home, write to the supplier. You will see their name and contact details in any confirmation documents we send you. If the matter cannot be resolved, please write to our offices in the UK within 28 days of returning home. If you have special needs, which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone.. Complaints
The address to send complaints to is:
Customer Services
Flexi Holidays
TMS HOUSE
CRAY AVENUE
ORPINGTON
KENT
BR5 3QB
Email us at customer.services@flexiholidays.co.uk
Telephone: 0845 496 9984
We would point out that failure to follow the above procedures and/or failure to complain within 28 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier.
NB: Please bear in mind that we act only as agent for the supplier(s) concerned and therefore cannot accept any liability for your arrangements. Any assistance provided in resolving a complaint in relation to any arrangements is provided on a goodwill basis and in our capacity as agent only.
14. Insurance
You are strongly recommended to take out personal travel insurance for all members of your party. Some suppliers require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.
15. Passports & Visa (British Citizens) and Health Requirements
It is your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa and that you have obtained any necessary vaccinations to gain entry to any country you are visiting. We recommend that you check passport/visa requirements with the Embassy or Consulate of the country you intend to visit and that you consult your GP or the Foreign Office regarding health requirements. Requirements may change and you must check the up to date position in good time before departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
All clients must be in possession of a full 10-year passport. You MUST inform Flexi holidays if you are travelling on a British Subject's Passport. Please ensure that you take your passport with you to present at check-in. If you are booked on a domestic flight within the UK then other forms of ID may be accepted. Please visit our Frequently Asked Questions section for more information.
Goa and Kerala
The Indian authorities will not permit Indian passport holders to travel on Charter Flights. A valid visa is required by British passport holders prior to travel. More information about visas is available here Goa holiday visas or Kerala holiday visas.
Visas
The following applies to EC passport holders. Visas are required to be purchased in advance for certain countries, including Egypt and India. Other countries, including Israel and Turkey require tourist single entry visas to be purchased on arrival. If you are not travelling on an EC passport, other rules may apply. Please check for advice with the embassy of the country you are travelling to.
16. Medical Advice
Please ensure that you ask a doctor for any medical advice applicable to the countries you will visit. Check what vaccinations you need with your GP at least six weeks before you travel. Make sure that any medication you need to take regularly is legal in the country you are travelling to. Pack any prescription medication in your hand luggage and take the prescription with you. If you are travelling within the EU, get an EHIC (formerly E111) from the Post Office so that you can get reduced or free emergency care.
17. Correct Spelling of Names, Titles
It is your responsibility to ensure all details you give us at the time of booking are correct and accurate, including but not limited to; all names, titles, initials, date of birth of those travelling, telephone numbers, email and postal addresses. Changes cannot be made at a later date without the imposition of cancellation and amendment charges in addition to any other costs or charges incurred by us or any of our suppliers. Please note too, that correct ages are required for insurance cover.
18. Pricing Errors
Flexi-holidays endeavours to ensure that all pricing and other information on its website is accurate. However, on very rare occasions, errors do occur. You must therefore ensure you check all details of your holiday at the time of booking.
Should such an error occur, either through our own fault or the fault of our suppliers, we will contact the customers concerned. We reserve the right to cancel your booking and will provide a full refund. If your booking is cancelled by us within 48 hours of it being confirmed you will not be entitled to any compensation.
19. Star ratings, Descriptions & Hotel check in and out
There is no standard method of rating hotel and apartment accommodation across the world. Many counties have differing official and unofficial ways of assessing properties and some do not rate accommodation at all. For the sake of simplicity our website shows all these different symbols as stars. Please note that in most situations the number of stars represents the tour operator or accommodation supplier’s rating, based on their view of the accommodation, and is not necessarily the same as any other official or unofficial rating.
20. Room Types
We purchase accommodation from a number of suppliers. As a general rule the following applies: Twin = room with 2 single beds; Double = room with a double bed; Single = room with a single bed; Sole occupancy = twin or double room for use by one person. Single rooms are very scarce & may not be the same general standard as twin rooms; they may be smaller with no balcony. A three or four bedded room usually mean a twin bedded room with extra folding or bunk beds or will consist of double beds, so you will need to be prepared for having less space. When a 5th person is sharing the room, the extra bed will normally be a foldaway or rollaway type which is easier to move in and out of rooms.
Descriptions and images on this website are provided electronically by our suppliers and are the view of the relevant product at the time that the information was passed onto us. Images are used for illustrative purposes only. We accept no liability for errors, omissions or changes.
Hotel check-in and check-out times vary and are not related to your flight arrival or departure time. Most hotels have a standard check-in time of 16:00 on the day of arrival and a standard check-out time of 11:00 on the day of departure. If you would like further clarification on this please visit our FAQ's or contact us by telephone prior to booking.
21. Allocated on Arrival, Square Deals, Sun Deals, Late Deals, etc...
This means that the standard of accommodation and board basis are guaranteed, but the accommodation is allocated upon your arrival by the tour operator. These holidays are ideal for people who want to book late and who are flexible, but not appropriate if you want to be in a specific location (e.g. near the beach/resort centre/piste) or require your accommodation to have certain features (E.g. a swimming pool or no steps). When this type of holiday is booked, you should be familiar with the tour operator's extra terms and conditions, which normally include a baggage allowance of 15kg per person.
22. Special requests and medical problems
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we can't guarantee that they will be met and we will have no liability to you if they are not. If you or any member of your party has any medical problem or disability which may affect your chosen holiday, you must give us full details in writing at the time of booking.
23. Financial Protection
Many of the suppliers that we act for offer protection for your monies. This means that, if in the unlikely event of their insolvency your accommodation can't be provided, you will receive your money back or, if your stay has started, arrangements will be made for you to be able to continue as planned. See the supplier’s booking conditions for details.
24. Law and Jurisdiction
Your contract will be governed by English law. We reserve the right to alter these booking conditions and you should check our website at the time of booking.
Data protection, privacy policy and marketing statement
25. Personal information
We will provide your personal information, as well as any personal information you provide in relation to those other persons who form your booking party, to suppliers and transport providers who may be located outside the UK and/or EU, to enable the operation of the services requested by you. If you make special requests, which include, but are not limited to, special dietary, religious or disability-related requirements, which constitute sensitive information, the relevant data will also be passed to the relevant suppliers and transport providers to enable provision of the services to you. When you give us that information you are giving your explicit consent to us passing this information on in the way described. If you are aged under 16 on your departure date you must be accompanied by an adult aged 18 or over. The lead passenger names on the booking must be 18 years or over at the time of booking.
26. Tour Operator Terms and Conditions
The tour operator for this holiday will be advised to you at the time of booking
Operators' Booking conditions/Fair Trading Terms
The booking conditions contained in the tour operators brochure form part of the terms and conditions of any booking. You should therefore, read the booking conditions in the relevant tour operators' brochure or on their website.
Cancellations
Cancellation in whole or in part incurs charges applied by the tour operator on a sliding scale up to 100%. Cancellation must be made in writing by the lead passenger and can be posted, emailed or faxed to:-
The address to send complaints to is:
Customer Services
Flexi Holidays
TMS HOUSE
CRAY AVENUE
ORPINGTON
KENT
BR5 3QB
Email us at customer.services@flexiholidays.co.uk
Fax: 0872 115 7660