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Terms & Conditions

FLIGHTSANDTOURS LIMITED / Hello Flights – Flight Booking Terms and Conditions

These Terms and Conditions apply to bookings made with FLIGHTSANDTOURS LIMITED, including bookings made through the website www.flightsandtours.co.uk, the Hello Flights trading website or brand, by telephone, email, WhatsApp, payment link, live chat, social media, or through any representative of FLIGHTSANDTOURS LIMITED.

Hello Flights is a trading website / trading brand operated by FLIGHTSANDTOURS LIMITED.

These Terms and Conditions apply to flight-only bookings, flight-inclusive bookings and any related travel services arranged by FLIGHTSANDTOURS LIMITED, unless separate written terms are issued for a specific product.

By requesting a booking, paying a deposit, making payment, signing or accepting a Booking Confirmation & Payment Authorisation, accepting an itinerary, accepting a quotation, accepting a payment request, accepting a voucher, accepting a refund calculation, or otherwise using our services, you confirm that you have read, understood and accepted these Terms and Conditions.

These Terms and Conditions form part of the agreement between you and FLIGHTSANDTOURS LIMITED and must be read together with your Booking Confirmation & Payment Authorisation, fare conditions, payment confirmation, cancellation terms, amendment terms, E-Ticket, ATOL Certificate where applicable, and any written instruction or approval provided by you.


1. Legal Company Details

1.1 The legal contracting company is FLIGHTSANDTOURS LIMITED.

1.2 Company Number: 09352826.

1.3 Registered Office: 25 Steyning Road, Birmingham, England, B26 1JE.

1.4 Hello Flights is a trading website / trading brand operated by FLIGHTSANDTOURS LIMITED.

1.5 In these Terms and Conditions, "FLIGHTSANDTOURS LIMITED", "we", "us" and "our" refer to FLIGHTSANDTOURS LIMITED.

1.6 "You", "your", "customer", "passenger" and "lead passenger" refer to the person making the booking and/or the passengers included in the booking.


2. Our Role as Travel Agent

2.1 FLIGHTSANDTOURS LIMITED acts as a travel agent and intermediary for airlines, consolidators, wholesalers, tour operators, hotels, car rental companies, insurance providers and other travel suppliers.

2.2 In most cases, we arrange travel services on your behalf with third-party suppliers. The actual travel service is provided by the airline or relevant supplier, not by FLIGHTSANDTOURS LIMITED.

2.3 For air travel, your contract of carriage is with the operating airline and is subject to that airline's Conditions of Carriage, fare rules, ticket rules, baggage rules and operational policies.

2.4 FLIGHTSANDTOURS LIMITED does not operate aircraft and does not control airline schedules, airline cancellations, airline delays, aircraft changes, route changes, seat allocation, baggage handling, airport operations, border control decisions, visa decisions or airline refund decisions.

2.5 Where we act as principal for a specific travel product, this will be confirmed to you in writing.

2.6 Supplier terms and airline fare rules may impose restrictions on changes, cancellations, refunds, no-shows, baggage, ticket validity and passenger documentation. You are responsible for reviewing and complying with those rules.


3. Booking Confirmation & Payment Authorisation Process

3.1 FLIGHTSANDTOURS LIMITED may issue a Booking Confirmation & Payment Authorisation before final payment and before ticket issuance.

3.2 The Booking Confirmation & Payment Authorisation is an important booking document. It may include passenger names, travel dates, routing, flight numbers, baggage allowance, Total Booking Price, deposit received, balance due, payment deadline, fare conditions, change conditions, cancellation conditions, no-show terms and other important booking information.

3.3 You must check the Booking Confirmation & Payment Authorisation carefully before signing or accepting it.

3.4 By signing, approving or otherwise accepting the Booking Confirmation & Payment Authorisation, you confirm that:

a. all passenger names, titles, dates of birth and passenger details are correct;

b. the itinerary, travel dates, routing, flight details and baggage information are correct;

c. you accept the Total Booking Price and payment deadline;

d. you accept the fare rules, change rules, cancellation rules and refund conditions stated or referred to in the document;

e. you accept these Terms and Conditions; and

f. you authorise FLIGHTSANDTOURS LIMITED to proceed with the booking and ticket issuance upon receipt of payment.

3.5 For manual, telephone, email, WhatsApp or agent-assisted bookings, payment details or payment links may be sent after you have reviewed and accepted the Booking Confirmation & Payment Authorisation.

3.6 You should not make payment unless you have checked and accepted the booking details and received payment instructions from FLIGHTSANDTOURS LIMITED.

3.7 Once you sign or accept the Booking Confirmation & Payment Authorisation and then make payment, this will be treated as your clear instruction for FLIGHTSANDTOURS LIMITED to proceed with the booking and issue the ticket, subject to airline/supplier availability and fare validity.

3.8 FLIGHTSANDTOURS LIMITED may rely on the Booking Confirmation & Payment Authorisation, signature record, acceptance record, IP address, timestamp, email records, WhatsApp records, SMS records, call records, payment record and ticket delivery record as evidence in any complaint, chargeback, payment dispute, payment link dispute, eMerchant dispute, Klarna dispute, Payzone dispute, PPS dispute, mediation or court claim.


4. When a Booking Becomes Binding

4.1 A booking becomes binding when you authorise the booking and FLIGHTSANDTOURS LIMITED receives a deposit, part-payment or full payment.

4.2 A quotation, itinerary, reservation note, payment request or booking discussion does not mean a ticket has been issued.

4.3 A flight ticket is issued only when an E-Ticket number has been generated by the airline, supplier, consolidator or ticketing system.

4.4 Once a ticket has been issued, airline fare rules, ticket rules and supplier conditions will apply.

4.5 The lead passenger confirms that they are at least 18 years old and authorised to make the booking on behalf of all passengers named in the booking.

4.6 The lead passenger accepts these Terms and Conditions on behalf of all passengers included in the booking.


5. Prices, Total Booking Price and Fare Validity

5.1 All prices are quoted in British Pounds Sterling unless otherwise stated.

5.2 Airline fares, taxes, seat availability, booking class availability and supplier charges can change before ticket issuance.

5.3 A fare is not guaranteed until full payment has been received, the fare remains available, and the ticket has been successfully issued.

5.4 The Total Booking Price shown to you is a combined customer price. It may include airline fares, airport taxes, government taxes, supplier charges, consolidator charges, booking charges, administration charges, service charges, payment processing costs and other booking-management charges.

5.5 FLIGHTSANDTOURS LIMITED is not required to separately itemise its internal supplier costs, airline net fare, margin, booking charge, administration charge or service charge unless legally required or expressly agreed in writing.

5.6 The Total Booking Price is the price you accept for FLIGHTSANDTOURS LIMITED to arrange and manage the booking.

5.7 Where a supplier fare is priced in another currency, the Total Booking Price may include currency conversion, exchange-rate movement, card processing, supplier processing or ticketing costs.

5.8 If a fare, tax, supplier charge or availability changes before ticket issuance, FLIGHTSANDTOURS LIMITED may provide a revised Booking Confirmation & Payment Authorisation or revised payment request for your approval.

5.9 If you do not accept the revised booking details, any refund of money already paid will be calculated under these Terms and Conditions, including any applicable booking, administration, service, supplier or payment processing charges already disclosed and accepted.


6. Deposits and Balance Payments

6.1 A deposit may be accepted to hold or request a reservation, subject to airline/supplier availability and fare rules.

6.2 A deposit does not guarantee ticket issuance, fare availability, tax level, supplier charge or seat availability.

6.3 The balance must be paid by the deadline stated in your Booking Confirmation & Payment Authorisation, invoice, payment request or written communication.

6.4 If the balance is not paid by the deadline, the reservation may be cancelled, the fare may expire, seats may be released, and a new fare may apply if you later decide to proceed.

6.5 If you cancel before ticket issuance, fail to pay the balance on time, do not proceed after an updated Booking Confirmation & Payment Authorisation, or otherwise decide not to continue, FLIGHTSANDTOURS LIMITED may deduct booking, administration and service charges of up to GBP 100 per passenger, plus any supplier charges, consolidator charges or payment processing charges, from any deposit or part-payment received.

6.6 Any remaining refundable balance after applicable deductions will be refunded to the original payment method where possible.

6.7 If the airline or supplier withdraws the fare before ticket issuance, FLIGHTSANDTOURS LIMITED will notify you and may offer the next available fare or alternative option.

6.8 This section applies only before ticket issuance. Once a ticket has been issued, the ticket cancellation, change and refund rules apply.


7. Payments and Payment Security

7.1 FLIGHTSANDTOURS LIMITED may accept payment by bank transfer, debit card, credit card, authorised payment link, eCommerce payment link, PPS link, eMerchant link, Payzone, Klarna where available, or any other payment method accepted by us.

7.2 Tickets will not be issued until FLIGHTSANDTOURS LIMITED has received cleared funds and completed any required verification checks.

7.3 If payment is declined, delayed, reversed, recalled, disputed or not verified, FLIGHTSANDTOURS LIMITED may cancel or pause the booking and will not be liable for any fare increase, loss of seat availability or ticketing failure caused by payment issues.

7.4 If payment is made by bank transfer, you are responsible for using the correct payment reference and ensuring the funds are received before the deadline.

7.5 If payment is made using a third-party card or third-party account, you confirm that the payer has authorised the payment and agreed to the booking.

7.6 FLIGHTSANDTOURS LIMITED may request proof of identity, proof of address, cardholder authorisation, payment confirmation, bank confirmation or other anti-fraud verification before ticket issuance.

7.7 FLIGHTSANDTOURS LIMITED may refuse, cancel or delay a booking where payment cannot be verified or where fraud-prevention checks are not completed satisfactorily.


8. Ticket Issuance and E-Ticket Delivery

8.1 After payment is received and the booking is successfully ticketed, FLIGHTSANDTOURS LIMITED will send the E-Ticket or ticket confirmation to the email address or communication method provided by you.

8.2 You must check the E-Ticket immediately upon receipt.

8.3 If you do not receive your E-Ticket, you must notify FLIGHTSANDTOURS LIMITED immediately.

8.4 You are responsible for ensuring that your email address is correct and that our emails are not blocked by spam, junk or security filters.

8.5 Once the E-Ticket has been issued and sent to you, FLIGHTSANDTOURS LIMITED will treat the ticketing service as supplied.

8.6 Ticket delivery records, email delivery records, customer acknowledgement and booking-system records may be used as evidence that the ticket was issued and supplied.


9. Passenger Details and Travel Documents

9.1 Passenger names must match passports or travel documents exactly.

9.2 You are responsible for checking all names, titles, dates of birth, passenger types, travel dates, destinations, connections and baggage information before authorising ticket issuance.

9.3 FLIGHTSANDTOURS LIMITED will not be responsible for costs, denied boarding, reissue fees, cancellation charges or lost fares caused by incorrect passenger information supplied or approved by you.

9.4 You are solely responsible for passports, visas, transit visas, airport transit visas, residence permits, health documents, vaccination certificates, entry permissions and any other documents required for all countries in your itinerary, including transit and connection points.

9.5 FLIGHTSANDTOURS LIMITED does not provide immigration advice.

9.6 Any information provided about visas, passports, health requirements or entry rules is general guidance only and must be checked with the relevant embassy, consulate, airline, official government source or immigration authority.

9.7 FLIGHTSANDTOURS LIMITED will not be liable if you are refused check-in, boarding, transit, entry or travel because of missing, incorrect, expired or invalid documents.


10. Airline Rules, Ticket Use and No-Show

10.1 Airline tickets are subject to the rules of the airline and the fare purchased.

10.2 Most airline tickets must be used in the order shown on the itinerary. If you miss or do not use one sector, the airline may cancel onward or return flights.

10.3 Some tickets are non-changeable, non-transferable and non-refundable.

10.4 If you fail to travel, fail to check in, arrive late, miss a flight, or are marked as a no-show by the airline, the ticket may become fully non-refundable and non-changeable.

10.5 You should contact FLIGHTSANDTOURS LIMITED and/or the airline before departure if you need to change or cancel your booking.

10.6 FLIGHTSANDTOURS LIMITED is not responsible for airline action taken because of missed flights, no-shows, late arrival, failure to reconfirm where required, failure to check in, or failure to comply with airline rules.


11. Special Requests and Assistance

11.1 Special requests may include seats, meals, wheelchair assistance, medical assistance, bassinet requests, child assistance, special baggage, lounge access, priority services or other ancillary services.

11.2 FLIGHTSANDTOURS LIMITED may pass special requests to the airline or supplier, but approval and fulfilment are controlled by the airline, airport, ground handler or supplier.

11.3 Special requests are not guaranteed unless confirmed directly by the relevant airline or supplier.

11.4 If a special request is essential to your travel, you must check directly with the airline before travel.

11.5 Fees paid for ancillary services or special requests may be non-refundable once requested, confirmed or paid, depending on airline/supplier rules.


12. Children, Infants and Pregnancy

12.1 You are responsible for checking airline and destination rules for infants, children, unaccompanied minors and pregnant passengers.

12.2 Children may require passports, visas, birth certificates, parental consent letters or other travel documentation depending on the destination or transit country.

12.3 Infants must meet the minimum age and ticketing rules of the airline.

12.4 Pregnant passengers must check airline pregnancy policies, medical certificate requirements and insurance cover before travel.

12.5 FLIGHTSANDTOURS LIMITED will not be liable if travel is refused or disrupted because a passenger fails to meet airline, medical, immigration or documentation requirements.


13. Customer-Requested Changes

13.1 A customer-requested change includes any request to amend travel dates, flight times, routing, destination, passenger details, spelling, title, ticket class, baggage, seats, reissue, revalidation or any other booking detail.

13.2 All change requests must be submitted in writing.

13.3 A request is not confirmed until the airline or supplier accepts the change and all applicable charges have been paid.

13.4 Changes are subject to airline fare rules, supplier rules, booking class availability, seat availability and ticket validity.

13.5 If your Booking Confirmation & Payment Authorisation states a change fee, that fee will apply in addition to any airline fee, supplier fee, consolidator fee, fare difference, tax difference, payment processing charge and FLIGHTSANDTOURS LIMITED booking, administration or service charge.

13.6 FLIGHTSANDTOURS LIMITED cannot guarantee that a requested change will be possible.

13.7 Name changes are usually not permitted by airlines. Name corrections, where allowed, may be subject to airline approval and charges.


14. Customer-Requested Cancellations

14.1 A customer-requested cancellation is a cancellation requested by you for any reason other than an airline or supplier cancellation.

14.2 Cancellation requests must be submitted in writing.

14.3 A booking or ticket remains active until FLIGHTSANDTOURS LIMITED receives and acknowledges your written cancellation request.

14.4 Cancellation charges depend on the airline fare rules, supplier rules, ticket status, timing of cancellation and any charges accepted in the Booking Confirmation & Payment Authorisation.

14.5 If your Booking Confirmation & Payment Authorisation states a cancellation charge, that charge will apply in addition to airline charges, supplier charges, consolidator charges, payment processing charges and FLIGHTSANDTOURS LIMITED booking, administration or service charges.

14.6 FLIGHTSANDTOURS LIMITED may charge up to GBP 100 per passenger as a booking, administration and refund-processing charge for cancellation or refund handling, unless a different amount has been stated and accepted in writing.

14.7 Some tickets are fully non-refundable after issue, except for any unused taxes that the airline permits to be refunded.

14.8 If the refundable amount authorised by the airline or supplier is equal to or less than the applicable charges, no refund will be payable.

14.9 Once a cancellation is processed with the airline or supplier, it may not be reversible.


15. Airline or Supplier Schedule Changes, Cancellations and Disruption

15.1 Airlines and suppliers may cancel, delay, reschedule, reroute or amend flights for operational, commercial, safety, weather, regulatory, staffing, technical or other reasons.

15.2 These matters are outside the control of FLIGHTSANDTOURS LIMITED.

15.3 Examples include flight cancellation, schedule change, aircraft change, route change, airport change, terminal change, baggage-rule change, missed connection caused by airline schedule change, airline strike, airspace restriction or operational disruption.

15.4 Where an airline or supplier changes or cancels a flight, the available remedy will depend on the airline's policy, supplier rules, fare rules and applicable passenger rights.

15.5 Possible remedies may include re-routing, alternative travel dates, ticket revalidation, ticket reissue, airline credit, airline voucher or airline-authorised refund.

15.6 FLIGHTSANDTOURS LIMITED will provide reasonable assistance in communicating with the airline or supplier, but we do not control the airline's decision, airline response time, refund approval, voucher value, credit value, alternative routing or compensation decision.

15.7 Refusing an airline-offered alternative does not automatically entitle you to a full refund from FLIGHTSANDTOURS LIMITED.

15.8 Any compensation claim for airline delay, cancellation, denied boarding, downgrade or statutory passenger rights should be made directly to the operating airline unless FLIGHTSANDTOURS LIMITED agrees in writing to assist.

15.9 In the event of airline or supplier cancellation, schedule change or disruption, any refund will be calculated according to the airline's or supplier's rules, applicable passenger rights, the Booking Confirmation & Payment Authorisation and these Terms and Conditions.

15.10 FLIGHTSANDTOURS LIMITED booking, administration and service charges remain non-refundable where those services have already been provided, unless FLIGHTSANDTOURS LIMITED confirms otherwise in writing or a refund is required by law.


16. Refund Principles

16.1 Refunds are not calculated simply by refunding the full amount paid by the customer.

16.2 Refunds are calculated by reference to the airline fare rules, supplier rules, consolidator rules, ticket status, payment processing rules, Booking Confirmation & Payment Authorisation and these Terms and Conditions.

16.3 The Total Booking Price is a combined customer price and may include airline fares, taxes, supplier charges, consolidator charges, booking charges, administration charges, service charges and payment processing costs.

16.4 FLIGHTSANDTOURS LIMITED is not required to refund its booking, administration or service charges where those services have already been provided, unless FLIGHTSANDTOURS LIMITED confirms otherwise in writing or a refund is required by law.

16.5 FLIGHTSANDTOURS LIMITED booking, administration and service charges cover work and services including quotation handling, fare sourcing, reservation management, customer support, booking administration, supplier communication, payment handling, document preparation, ticketing support, refund handling and general booking management.

16.6 These charges become earned once the booking has been confirmed and accepted by you or once the ticket has been issued, whichever occurs first.

16.7 Any refund payable will normally be limited to the refundable amount actually received by FLIGHTSANDTOURS LIMITED from the airline, supplier or consolidator after deduction of airline charges, supplier charges, consolidator charges, ticketing charges, refund charges, payment processing charges and FLIGHTSANDTOURS LIMITED booking, administration or service charges.

16.8 If the airline or supplier does not authorise or return a refund to FLIGHTSANDTOURS LIMITED, FLIGHTSANDTOURS LIMITED is not required to fund that refund from its own money.

16.9 A refund entitlement shall not be calculated by taking the Total Booking Price and deducting only one airline penalty, unless FLIGHTSANDTOURS LIMITED expressly confirms that calculation in writing.

16.10 Where only taxes are refundable, any refund will be limited to the tax amount actually returned by the airline or supplier after applicable deductions.


17. Refund Timing and Method

17.1 Refunds can only be processed after FLIGHTSANDTOURS LIMITED receives the relevant refund from the airline, supplier or consolidator.

17.2 FLIGHTSANDTOURS LIMITED is not responsible for airline, supplier, consolidator, bank, card provider or payment processor delays.

17.3 Refund timelines given by FLIGHTSANDTOURS LIMITED are estimates only.

17.4 Refunds will normally be returned to the original payment method where possible.

17.5 If the original payment method is no longer available, FLIGHTSANDTOURS LIMITED may request verification before considering an alternative refund method.

17.6 Refund handling may be paused where there is an active chargeback, payment dispute, fraud investigation, legal claim or unresolved identity/payment verification issue.


18. Vouchers, Credits and EMDs

18.1 Airlines and suppliers may offer vouchers, travel credits or EMDs instead of cash refunds in certain circumstances.

18.2 Vouchers, credits and EMDs are subject to the airline or supplier's rules, validity period, booking restrictions and expiry date.

18.3 Unless stated otherwise in writing, vouchers, credits and EMDs have no cash value and cannot be exchanged for cash.

18.4 Vouchers, credits and EMDs may only be redeemable through FLIGHTSANDTOURS LIMITED or through the relevant airline/supplier, depending on how they are issued.

18.5 Redemption may require payment of fare difference, tax difference, supplier charges, airline charges and FLIGHTSANDTOURS LIMITED booking or administration charges.

18.6 FLIGHTSANDTOURS LIMITED is not responsible if a voucher, credit or EMD expires because the customer fails to use it within the permitted time.


19. Chargebacks, Payment Link Disputes and Bank Claims

19.1 You should contact FLIGHTSANDTOURS LIMITED in writing before starting a chargeback, payment dispute, bank recall, payment link dispute, PPS dispute, eMerchant dispute, Payzone dispute, Klarna dispute or similar third-party claim.

19.2 If you raise a payment dispute after authorising the booking and receiving an issued ticket, FLIGHTSANDTOURS LIMITED may defend the dispute using all available evidence.

19.3 Evidence may include the Booking Confirmation & Payment Authorisation, signed acceptance, IP address, timestamp, customer communications, call records, payment records, supplier records, ticketing records, E-Ticket delivery records, refund records, voucher records and these Terms and Conditions.

19.4 If a chargeback or payment dispute is raised after tickets have been issued, after services have been supplied, after a refund has been processed, or after a voucher/credit has been accepted, FLIGHTSANDTOURS LIMITED may treat the matter as a formal dispute.

19.5 Where permitted by law, FLIGHTSANDTOURS LIMITED may pursue recovery of any unpaid amount, chargeback loss, payment processor charge, administrative cost, legal cost or other reasonable loss caused by an invalid or unjustified payment dispute.

19.6 Starting a chargeback does not automatically cancel the booking, create a refund entitlement, or override airline fare rules, supplier rules, the Booking Confirmation & Payment Authorisation or these Terms and Conditions.


20. Written Instructions and Evidence

20.1 Cancellation, amendment, refund, reissue, voucher, credit, passenger correction or payment-related requests must be submitted in writing.

20.2 FLIGHTSANDTOURS LIMITED may rely on written instructions received from the lead passenger, booking contact, payer or authorised representative.

20.3 Verbal discussions are not binding unless confirmed in writing by FLIGHTSANDTOURS LIMITED.

20.4 Emails, WhatsApp messages, SMS messages, online approvals, signed documents, payment confirmations, recorded calls, IP addresses and timestamps may be used as evidence of customer instructions and acceptance.

20.5 A written acceptance of a refund, voucher, amendment, cancellation, reissue, revised fare or booking condition may be treated as binding evidence of your instruction.


21. Customer Contact Details and Airline Notifications

21.1 You must provide accurate email addresses and telephone numbers at the time of booking.

21.2 You must notify FLIGHTSANDTOURS LIMITED immediately if your contact details change.

21.3 After ticket issuance, you may also need to update your contact details directly with the airline.

21.4 Airlines may send schedule changes, check-in reminders, cancellation notices or operational updates directly to passengers.

21.5 FLIGHTSANDTOURS LIMITED cannot guarantee that all airline notifications will be received by us or communicated through us.

21.6 You are responsible for checking your flight status with the airline before travel.


22. Travel Insurance

22.1 You are strongly advised to purchase appropriate travel insurance at the time of booking.

22.2 Insurance should cover cancellation, medical emergencies, illness, missed flights, airline disruption, baggage issues, travel delays, visa refusal, personal circumstances and other travel risks.

22.3 FLIGHTSANDTOURS LIMITED is not responsible for losses that could reasonably have been covered by suitable travel insurance.

22.4 If you choose not to purchase insurance or purchase inadequate insurance, you accept the risk of losses that insurance may otherwise have covered.


23. ATOL Protection

23.1 Where your booking is ATOL protected, you will receive an ATOL Certificate.

23.2 The ATOL Certificate identifies what is financially protected, who is covered, the ATOL holder and what to do if there is an ATOL-protected failure.

23.3 ATOL protection applies only to the services shown on the ATOL Certificate and only in accordance with the applicable ATOL Regulations and Civil Aviation Authority requirements.

23.4 ATOL is financial protection against insolvency of the relevant ATOL holder. It is not travel insurance.

23.5 ATOL protection does not automatically cover airline delays, airline operational cancellations, airline schedule changes, voluntary cancellations, visa issues, passport issues, seat disputes, baggage issues, denied boarding, customer no-shows, customer change requests or airline service complaints.

23.6 You must carefully read your ATOL Certificate and contact FLIGHTSANDTOURS LIMITED promptly if you believe the details are incorrect.

23.7 If your booking is not ATOL protected, this will be determined by the nature of the booking and applicable ATOL rules.


24. Force Majeure and Events Outside Our Control

24.1 FLIGHTSANDTOURS LIMITED will not be liable for delay, cancellation, disruption, additional cost, loss or failure to perform caused by events outside our reasonable control.

24.2 Such events may include war, threat of war, terrorism, civil unrest, natural disaster, pandemic, epidemic, fire, flood, severe weather, airspace closure, airport closure, port closure, border restriction, government action, strikes, industrial disputes, airline operational decisions, supplier failure, technical failure, cyber incident, payment system outage or transport disruption.

24.3 In such circumstances, FLIGHTSANDTOURS LIMITED will provide reasonable assistance where possible, but any remedy will depend on supplier rules, airline rules, fare conditions and applicable law.


25. Limitation of Liability

25.1 FLIGHTSANDTOURS LIMITED will not be liable for airline or supplier acts, omissions, delays, cancellations, operational decisions, service failures or refund decisions where we act as agent and the service is provided by a third party.

25.2 FLIGHTSANDTOURS LIMITED will not be liable for indirect, consequential or speculative losses, including loss of earnings, missed events, emotional distress, inconvenience, hotel costs, transport costs, visa costs, additional travel costs, replacement flight costs or personal arrangements, except where such liability cannot legally be excluded.

25.3 Where FLIGHTSANDTOURS LIMITED is liable, our liability shall be limited to the amount paid directly to FLIGHTSANDTOURS LIMITED for the affected booking, except where a higher liability cannot legally be excluded or limited.

25.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.


26. Complaints

26.1 Complaints must be submitted to FLIGHTSANDTOURS LIMITED in writing as soon as possible.

26.2 Your complaint should include the booking reference, passenger name, travel dates, details of the issue and supporting evidence.

26.3 If the complaint relates to airline operations, airline delay, airline cancellation, baggage handling, denied boarding, onboard service, airport handling or airline compensation, the complaint may need to be made directly to the operating airline.

26.4 FLIGHTSANDTOURS LIMITED will review complaints reasonably and may request further information before responding.

26.5 Starting a payment dispute, chargeback or court claim without first allowing FLIGHTSANDTOURS LIMITED a reasonable opportunity to investigate may delay resolution.


27. Website Information and Third-Party Links

27.1 Information on our website is provided for general guidance and may change without notice.

27.2 Flight availability, prices, taxes, baggage rules, fare rules and supplier conditions may change before ticket issuance.

27.3 Our website or communications may contain links to third-party websites, including airlines, airports, embassies, government sources, payment providers or travel information providers.

27.4 FLIGHTSANDTOURS LIMITED is not responsible for the content, accuracy, availability or reliability of third-party websites.


28. Entire Agreement and Priority of Documents

28.1 These Terms and Conditions, together with the Booking Confirmation & Payment Authorisation, payment confirmation, fare conditions, cancellation conditions, amendment conditions, E-Ticket and any written approval from you, form the agreement between you and FLIGHTSANDTOURS LIMITED.

28.2 You confirm that you have not relied on any verbal promise, assurance or statement unless confirmed in writing by FLIGHTSANDTOURS LIMITED.

28.3 If there is any inconsistency between these Terms and Conditions and a Booking Confirmation & Payment Authorisation signed or accepted by you, the signed or accepted Booking Confirmation & Payment Authorisation shall apply to that specific booking to the extent of the inconsistency, unless prohibited by law.

28.4 If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining parts shall continue to apply.


29. Changes to These Terms

29.1 FLIGHTSANDTOURS LIMITED may update these Terms and Conditions from time to time.

29.2 The Terms and Conditions applicable to your booking will normally be the version in force at the time you authorised the booking, unless a later version is expressly accepted by you.

29.3 Updated terms may apply to future bookings, amendments, reissues or new travel arrangements.


30. Governing Law and Jurisdiction

30.1 These Terms and Conditions shall be governed by the laws of England and Wales.

30.2 Any dispute shall be subject to the courts of England and Wales, subject to any mandatory consumer rights that may allow a customer to bring proceedings in another applicable UK jurisdiction.