Terms and Conditions

These Terms and Conditions apply to all bookings made on or after 12 November 2013. For bookings made before 12 November 2013, please click here.

Please take time to read carefully the following terms and conditions for your own information and protection. It is your responsibility to ensure that you have read and understood the various terms associated with your contract before placing any bookings.

Except where otherwise specified, we, familyholidays.co.uk Limited of 2 Silverton Court, Cramlington, Northumberland, NE23 7RY, UK act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any services or arrangements you purchase ("arrangements") or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements. For all arrangements, your contract will be with the supplier of the arrangements in question (the ‘supplier(s)’).When making your booking we will arrange for you to enter into a contract with the applicable supplier(s) of the arrangements. Your booking with us is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. The supplier’s terms and conditions may limit and/or exclude the supplier's liability to you. Copies of applicable conditions are available on request from us.

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 but may constitute a Flight Plus for the purposes of the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012 ("ATOL Regulations"). We provide financial security for Flight Plus bookings as specified in section 22.

All holidays shown are subject to availability.

In accordance with the US Department of Homeland Security, all customers travelling to America must apply for a VISA waiver in advance. This can be done here

Please note that where you email us, we will also reply by email and you agree that email correspondence will be sufficient for the purposes of any written notification we provide to you. When you make your booking you must ensure you provide a valid email address which is regularly monitored by you. We would also recommend adding us to your ‘safe list’. If you change your email address, you must advise us immediately so that we can update our records. We accept no liability for any failure on your part to comply with the requirements in this clause.

1. Your Holiday Contract

When you make a booking you guarantee that:

(a) you have the authority to accept, and do accept on behalf of your party, the terms of these booking conditions;

(b) the lead passenger is at least 18 years old 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.

2. Payments & Deposits

In order to confirm your chosen arrangements, you must pay a deposit or payment in full at the time of booking, as required by the supplier of the arrangements in question and depending on the type of arrangements in questions and the length of time before departure. You must also pay all applicable insurance premiums and administration fees. You will be advised of the exact amount of payment required at the time of booking. Your booking is confirmed and a contract between you and the supplier will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.Even if a deposit payment is permitted by the supplier, you will still have the option to make payment in full if you wish to do so.

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. Unless you advise us that you wish to cancel your booking before the balance due date, we will automatically take payment from your credit card of the balance due. By agreeing to these booking conditions, you consent to this procedure. We reserve the right to charge a credit card fee which will be a percentage of the transaction value where payments are made by credit card. If you do not pay your outstanding balance 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.

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.

3. Passports, UK citizens, visas and health

3.1. It is incumbent upon you to ensure that you meet the passport, visa and health requirements of the countries you wish to visit and those that you transit (even if it is for a plane change), and this remains your responsibility at all times. All rates and passport/visa information on or given by familyholidays.co.uk are for UK passport holders only.

The name in your passport must match the name on your flight ticket/voucher otherwise you may not be permitted to travel and your insurance could be invalid. If you're a British citizen you need a full, ten-year British passport and it must be valid for six months from the date of your return to the UK. All passengers, including babies and children require their own passport. If someone in your group changes their name after you've booked, tell us and we'll arrange for the flight ticket/voucher to be reissued. If you've already received the flight ticket/voucher, return it and we'll send one in the correct name. There may be a fee for this change and in certain cases a name change may be treated as a cancellation by the supplier. If your passport has an Israeli stamp, you may be refused entry to some countries. Certain countries impose restrictions for a lone parent travelling with one child and additional information should be sought. For further information visit the Passport Service website at www.ips.gov.uk. If you don't have a UK passport you should always check with your own Embassy, High Commission or Consulate before you book.

The best place for up-to-date information on visa and travel advice is the Foreign Office. Visit www.gov.uk/browse/abroad or call 0845 850 2829. There may be specific entry requirements for under-18s, depending on your destination. For example, if a young person is travelling without both parents, there may be extra costs and they may need extra legal documents such as an affidavit from a notary public. Always check with the Embassy or Consulate of the country you're travelling to before you book. If you're travelling to Turkey you'll need to buy a Tourist visa when you arrive. You can expect to pay around £10 in cash for this.

Any passenger booking a flight (with or without a hotel) is required by law to provide their full passport number, nationality, start date and expiry date. These details can all be provided in the members' area of the site. Failure to provide this information may result in you being charged at the airport by the relevant airline. familyholidays.co.uk will not be held responsible should you fail to provide us with the passport information prior to your holiday. Having provided this information to you it is very important that you ensure you carry the right documentation with you such as your passport (or equivalent ID card) and any visas required. familyholidays.co.uk cannot accept any responsibility should you be denied boarding or be deported due to non-fulfilment of the above.

3.2. At the time of booking it is the customer's responsibility to advise us of any special mobility requirements for flights, transfers or hotels. Please note, however, these cannot be guaranteed as they are at the discretion of the individual supplier.

4. Insurance

We recommend that all passengers are adequately insured before travelling abroad. The latter is usually a prerequisite for most tour operators, who reserve the right to deny travel when proof of insurance cannot be provided. Many suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.

5. Travel Documents

Prior to travelling, customers must print out and ensure that they travel with the correct documentation required for each element of their holiday, i.e. accommodation voucher, flight voucher, transfer voucher and/or parking voucher. The booking confirmation email is not sufficient and vouchers contain important information therefore customers must take these with them on holiday.

6. Prices

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.

7. Special Requests

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.

8. Changes and Cancellations

Any cancellation or amendment request must be sent to us in writing, by email and will take effect on the day we receive it. You can also write to us by post. Proof of sending is not proof of receipt; therefore you are advised to also confirm all changes to our Customer Services Department by telephone. 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. The supplier may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure). In addition you must pay us an administration fee of £25.00 per amendment per booking. You will be notified of the exact charges at the time of amendment. Please note that most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Where you wish to change the name of your booking, you will have to pay the supplier’s charge plus our £25 administration charge; however it is worth noting that most airlines will treat a name change as a cancellation, in which you case you will have to pay any applicable cancellation charges and re-book with the airline. Bookings made with low cost carriers are subject to 100% cancellation charges from the moment they are booked. Other amendments or changes to your booking must be received in writing from the lead named passenger and from the email address the booking relates to. Charges may be levied by the tour operator or by your chosen suppliers, for which you will be advised at the time of the amendment. All charges quoted are subject to change by our suppliers without notice on a daily basis. Charges detailed below, will apply from the moment you place a booking through us. Please note that any incorrect information on the documentation received from us, must be brought to the attention of the Administration Department of familyholidays.co.uk, within seven days of the date of issue of the received documents. We will not accept responsibility if you neglect to check the validity of all the information provided after the time period specified above and fail to draw the correct information to our attention.

Customers who select the advance rate hotel option from their accommodation search will be charged in full at the time of booking and these are non-refundable in the event of cancellation or non-arrival.

If you cancel your booking you will have to pay the supplier's cancellation charges which we will collect on their behalf, and you will also have to pay our administration costs, as set out below:

Flights

More than 12 Weeks before departure: Supplier’s charge plus loss of all monies paid

Less than 12 weeks before departure: Supplier’s charge (likely to be 100% of the booking value) plus loss of all monies paid;

Hotels

More than 4 Weeks before Departure: Supplier’s charge plus loss of deposit or 20% of the booking value, whichever is the greater

Less than 4 weeks before Departure: Supplier’s charge (likely to be 100% of the booking value) plus loss of all monies paid.

£1 Hotel Deposit Promotion: £1

Airport Transfers

More than 4 weeks before departure: supplier’s charge plus loss of deposit or 25% of the booking value whichever is the greater.

Less than 4 weeks before departure: supplier’s charge (likely to be 100% of the booking value) plus loss of all monies paid

Car Parking and Airport lounge

Generally non-refundable from the time of booking and carries a 100% cancellation charge

Car Hire

More than 4 weeks before departure: Supplier’s charge plus loss of Deposit

Less than 4 weeks before departure: Supplier’s charge (likely to 100% of the booking value) plus loss of all monies paid.

As familyholidays.co.uk act as booking agent or disclosed retail agent for the individual elements of your holiday and as customers are required to agree to the Terms & Conditions of the relevant supplier at the time of booking, we are therefore not defined as the 'Principal' within ABTA's Code of Conduct.

Any changes or amendments to your flight times which are received less than 24 hours before departure may affect you if you have booked airport transfers as there may not be enough time for the transfer supplier to contact their local agent in resort. Any out-of-pocket travel expenses incurred as a result may need to be claimed through your Travel Insurance policy.

If a supplier confirms that you are entitled to a refund for any part of your holiday booking and wishes for us to process the refund on their behalf, where we have already forwarded your payment on to the supplier, you will have to wait until we receive confirmation from our bank that they have received the money back from our suppliers. Whilst we endeavour to do this as quickly as possible, on occasions it may take up to 30 days for the refund to be processed back onto your own card.

9. Changes and Cancellations by the Supplier

We will inform you as soon as reasonably possible if the supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.

10. Our responsibility for your booking

Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

11. Behaviour

Please be aware that the booking conditions of the Supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the Supplier or any third party as a result.

12. Customer Services & Complaints Procedure

If you do not receive a booking confirmation email from us within 48 hours you must let us know by email as failure to do so may lead to missed emails about your booking which we cannot be held responsible for. It is your responsibility at all times to ensure that your email address remains active. If your email address changes, you must advise us immediately and similarly let us know if you do not receive our acknowledgment of your email address change within 48 hours.

We hope your travel arrangements run as smoothly as possible and that you will enjoy your holiday. However, 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 complaint while you are in the resort you must firstly report it immediately to the accommodation management and the local representative of the supplier. If the problem cannot be resolved at the time you must telephone the emergency number provided on your accommodation voucher. 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. The contract for your accommodation is between you and the Supplier and if you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. Therefore the amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If the matter cannot be resolved and it involves us or another ABTA Member then it can be referred to the arbitration scheme arranged by ABTA, see clause 13.

If you incur any out of pocket expenses when in resort, you must obtain and keep any receipts detailing each cost. Failure to send in receipts as part of a complaint may waive your right to claim back any monies owed.

13. ABTA

We are a Member of ABTA, membership number P6623. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with, this contract. Further information on the Code and arbitration can be found on ABTA's website www.abta.com. The arbitration scheme is administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by IDRS within 13 months of the date of your return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement.

For injury and illness claims, you may like to use the ABTA / Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.

14. Force Majeure

We will not make compensation payments for any cancellation/changes caused as a result 'force majeure'. Force Majeure means any inability by us or our suppliers to perform our contractual obligations resulting from any cause or reason whatsoever beyond our or our supplier’s reasonable control. This includes, but is not limited, to acts of war (whether war is declared or not), the threat of war, riots, civil disturbances, industrial disputes, terrorist activity, natural disasters, fire, inclement weather, technical problems to transport, airline failure, closure or disruption to airspace or airport.

15. Data Protection Policy

We have taken every possible measure to ensure the confidentiality of your personal information. However, some of the details must be passed to the suppliers associated with your holiday, such as your tour operator, airline, hotel, transport company, insurance provider etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration, if required by them, or as required by law. Please note that once your information is passed onto the suppliers associated with your holiday, the information becomes subject to their data protection policy. You may view our privacy policy here.

16. Miscellaneous

familyholidays.co.uk does not sell excursions or organise activities in resort. We do not work with any local agencies who offer a booking service. Please be aware when taking part in any excursion or activity, your contract is with the excursion provider and will be subject to local laws, regulations and excursion providers booking conditions. Additionally, welcome packs received on arrival may contain advertising literature from these local agencies; this does not imply any endorsement or recommendation by familyholidays.co.uk.

17. Financial Protection

Many of the suppliers that we act as agent for offer protection for your monies. This means that if, in the unlikely event of their insolvency your arrangements 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.

familyholidays.co.uk provides financial security for Flight Plus bookings under ATOL Number 10822. See section 22 for further details.

18. Law and Jurisdiction

These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)

19. Flights, times and tickets

Flight times and prices shown are provisional and may be subject to change, as per the tour operators'/suppliers’ booking conditions. If after making your booking we are advised that an aircraft will stop en route we will advise you as soon as reasonably possible. Due to runway restrictions at some overseas airports it may be necessary for planes to take off and then make a short stop en route to refuel. This extra stop will be reflected in the total flight time as shown on your ticket, however, most tour operators/suppliers state that such a change will not constitute a significant change. Any changes in flight prices from the time of search will be indicated on the booking page before you make payment. For flight bookings, please reconfirm your flight times 48 hours prior to departure as per the tour operator's/airline's instructions. This applies to both your outbound and inbound journey, as changes to flight times may occur while you are abroad. Tickets are generally issued by the tour operator between ten and fourteen days prior to departure, however they still reserve the right to issue documents at the airport. Please contact us one week prior to your departure if you have not received any travel documents. All flights and prices on familyholidays.co.uk include 1 piece of checked/hold luggage per person. You are subject to the airline supplier's terms and conditions upon booking. For further details about luggage, please see the following page.

In the event of cancellation of your flight by the airline or if you choose to cancel, any ancillary surcharges, to include but not limited to, Flight Admin Charges, ATOL Protection: Flight Plus and Credit Card Charges (as detailed on your receipt) are non-refundable.

Flight times are determined many months in advance, and are subject to change as per the airline's booking conditions. If the airline informs you directly of a flight time change, you must notify us immediately in case an amendment to your booking is required.

20. Accommodation

If you have to collect keys for your booked accommodation from a different address location, you will be responsible for all additional transfer costs incurred.

The hotel ratings shown on our website are our own 'sun' ratings and not the official ratings of the accommodation. The ratings are determined by us and are our opinions based on customer feedback, knowledge and experience in the industry and are a guide to give you an overall view of the accommodation we sell. Star ratings and standards can differ from country to country and a 4 'sun' accommodation in one country may not be the same standard of a 4 'sun' in another. Ratings at the lower end of the scale usually cover properties with simple accommodation and limited facilities. familyholidays.co.uk cannot be held responsible for any misconceptions relating to official or our own 'sun' ratings.

Check-in/out, Room Allocation & Facilities

The standard international practice regarding check-in and check-out times is to let rooms from midday to midday. However times frequently vary depending on establishment. Check-in times are usually between 2pm and 3pm, check-out times between 11am and 12 noon on the day of departure. Therefore, if you check in to the accommodation immediately after a night time flight, this would normally count as one night's accommodation, and hence the hotel must be booked from the day before. Similarly if your return flight is at night you will normally be required to vacate your room at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management. Depending on the flight arrival and departure times that you have selected, you may miss a meal if you've booked All Inclusive, Half Board or Full Board.

No room specifics such as a balcony or terrace, number of bedrooms (within suites/apartments etc), view type (eg full sea/land) can be guaranteed unless otherwise specifically stated in the room type description. As it is not possible to show photographs of every room or room type, the pictures give a general impression of the accommodation as not all rooms are identical. The room allocated may be slightly different from the images shown. Customers booking standard or promo rooms may be allocated entry level accommodation. Promo rooms and other discounted room rates can be rooms allocated upon your arrival at the accommodation. These rooms may often be smaller than the standard rooms within the accommodation with reduced in-room facilities. We are unable to guarantee the size, facilities or location within the accommodation of these room types.

Rooms sleeping up to 4 people: some hotels have rooms that sleep up to 4 people. Room layout may consist of up to 4 separate beds or a combination of double, twin, camp bed, sofa beds or rollaway beds. In some hotels, 3rd and 4th beds may only be suitable for a child. Rooms for up to 4 persons may not be any larger than twin or double rooms so space is likely to be limited.

If incoming flights are delayed, resulting in a later than expected hotel check-in, please advise either the hotel or the accommodation supplier using the numbers shown on the accommodation voucher as the accommodation may otherwise be released.

Please note that no refund can be claimed if guests stay at the accommodation for a shorter period than that for which they have booked.

You may find that if you're travelling outside of peak holiday periods, ie low season, some facilities both in your hotel and resort may not be available and any entertainment provided may be more low-key. Hoteliers may also remove facilities at certain times due to low demand and/or low occupancy levels, without notification.

Payment for incidental extras (e.g. mini bars, telephone charges, etc.) must be made directly to hotel before you check out. Any local and/or city taxes due must be paid to the hotel directly and are not included in the booking.

Please note that Egyptian and Tunisian passport holders must be legally married in order to share a double room in a hotel in Egypt or Tunisia respectively. It is illegal to book a room for a foreign national and an Egyptian or Tunisian unless they are married. Please check with the relevant Consulate for more information. Therefore the hotels will not accept such reservations on check-in. If there is availability, 2 single rooms will be provided at additional cost to the clients. This law does not apply to holders of non-Egyptian passports.

Special Requests

In some instances, specific special requests should be communicated with us prior to booking, if those request/needs will have a bearing on the customer's decision to actually stay in a specific hotel. 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.

21. Transfers

At the time of booking it is the customer's responsibility to advise us of any special requests such as child car seat or mobility requirements for transfers. Please note however, these cannot be guaranteed.

Child Seats - The EU directive 2003/20/EC states that children must use an appropriate child seat until they reach the age of 12 years or until they reach a height of 135 cm. However for licensed taxis there is an exemption. If no child seat is available, children of 3 years of age or over may travel as long as they wear an adult seat belt. Children under 3 years of age may be transported without a seat belt or safety harness as long as they travel in the rear of the vehicle.

Any passengers travelling with a wheelchair must advise us at the time of booking, this is to ensure that the correct vehicle is available to meet your specific requirements. We will need to be informed if wheelchairs are folding, manual or include a battery and/or motor. This policy also applies to scooters.

If you are carrying any excess luggage such as more than 1 bag per person, surf boards, golf clubs, bicycles, but not limited to, or other oversized items, you will need to inform us when booking to ensure our suppliers can provide the correct vehicle. Should you fail to notify us, you will be liable for any additional costs incurred.

Suppliers reserve the right to terminate the transfer if you or your party's behaviour or conduct is disruptive towards the driver or other passengers. Neither we nor the suppliers will accept any liability for any extra costs incurred. Passengers are forbidden to consume alcoholic drinks on any transfer. Any costs incurred by you or your party due to damages on a transfer must be paid by you or your party at your destination and us or the supplier will not be liable for these costs.

If your outbound flight is delayed you must contact familyholidays.co.uk on 0044 (1252) 813350 or the UK emergency number if identified on your transfer voucher, who will make all reasonable endeavours to accommodate your request for a later airport pick-up.

Please note on some occasions it may not be possible to operate a door to door service due to local restrictions such as pedestrian areas, road closures etc. Where these restrictions apply, drivers will drop and collect you from the nearest accessible point in which case you may be required to carry your luggage to the property from this point.

22. Flight-Plus bookings

Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. For more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.

Booking a Flight-Plus provides you with protection under our ATOL in the event of supplier insolvency, but we are still acting as agent for the individual suppliers and a Flight-Plus booking does not constitute a package as defined in the Package Travel Regulations 1992. A Flight-Plus exists where you request to book a flight out of the UK, or a flight into the UK where you departed from the UK by another means and on the same day, the day before or the day after, you also request to book either living accommodation or self-drive car hire which takes place outside the UK and is supplied under or in connection with your flight. In all cases the services must cover a period of more than twenty four hours or include overnight living accommodation in order to make them a Flight-Plus. If in connection with the flight, you also book any other tourist services which are not ancillary to flight or living accommodation and which account for a significant proportion of the Flight-Plus, they will also form part of the Flight-Plus.

A Flight-Plus will also exist where on the same day, the day before or the day after you have requested to book: a) a non flight inclusive Package, you request to book a flight out of the UK, or a flight into the UK where you departed from the UK by another means or b) a flight inclusive Package, you request to book accommodation or self-drive car hire outside the UK. (A Package exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:-(a) transport; (b) accommodation; (c)  other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the Package.) Please note that a single flight which begins and ends in the United Kingdom will not form part of a Flight-Plus. Where you request to book a Flight-Plus, we will be a Flight-Plus Arranger in accordance with the definitions set out in Regulation 25 of The Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012. Please note that where you book a low cost flight only and make payment directly to the airline, this will not constitute a Flight-Plus.

Our liability for Flight-Plus bookings

In these conditions, the failure or insolvency of a provider will have the meaning prescribed in Regulation 23 of the ATOL Regulations 2012. If, before your intended departure on a Flight-Plus we become aware that any part of your Flight-Plus will not be provided a) because of the insolvency of any person concerned with the provision of the arrangements making up a Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we will make reasonable endeavours to provide you with suitable alternative arrangements at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of your Flight-Plus.

If, after your intended departure on a Flight-Plus we become aware your flight arrangements will not be provided a) because of the insolvency of any person concerned with the provision of the flight accommodation making up your Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we or the CAA will seek to provide you with suitable alternative transport back to the place of departure or to another return point to which you have agreed.

If, after your intended departure on a Flight-Plus we become aware that your living accommodation or car hire will not be provided because of the insolvency of any person concerned with the provision of the living accommodation or car hire making up your Flight-Plus, we will seek to provide you with suitable alternative living accommodation or car hire at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of all unused flight accommodation, living accommodation, car hire and other tourist services forming part of your Flight-Plus.

Where suitable alternative arrangements are provided as set out in this section, we will where appropriate, pay you reasonable compensation, to include any incidental expenses reasonably incurred by you and evidenced by receipts. Compensation will not be payable if living accommodation or self drive car hire is offered by us and accepted by you with a higher price than that originally booked and is supplied in the same location as originally booked where no additional payment is made by you.

If cancellation occurs for reasons other than relating to insolvency, we will not be liable to pay you compensation and the above options will not be available. As agent, whether or not we have sold you a Flight-Plus, we will not be liable in respect of quality complaints, any general losses, distress or disappointment suffered by you in relation to your booking, and any such claims must be directed to the relevant supplier of the element in question. We will not make suitable alternative arrangements or pay you compensation in respect of any tourist services forming part of your Flight-Plus. A refund will be given in respect of these services in the event of insolvency but we will have no further liability.

Financial Protection for Flight-Plus Bookings

We provide financial security for Flight Plus bookings. We do this by way of a trust account administered by independent trustees, where all funds paid for ATOL protected flights and flight inclusive arrangements are held on trust for the trustees of the Air Travel Trust under ATOL number 10822. You agree that all such funds you pay to us for arrangements covered by our ATOL will be held in this way.

When you buy a Flight Plus from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are 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.

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. When you book arrangements other than an ATOL protected flight or Flight-Plus from this website, your monies will not be financially protected. Please ask us for further details.

23. User Agreement governing the use of the familyholidays.co.uk website

  • When placing a booking you undertake to us that the details you have supplied are correct, including passenger names, dates and credit or debit card details.
  • If there are changes to the details supplied, it will be your responsibility to contact us and request changes. Please use our contact page.
  • familyholidays.co.uk will put its best endeavours to find and rectify any errors and omission as quickly as possible. However because of the sophisticated technology required, there may be times when obvious errors occur such as the price or some other detail displayed being incorrect. In this case familyholidays.co.uk shall reserve the right to cancel that contract and the customer will not have any liability to this regard.
  • Our booking platform may accept unrealistic bookings without objecting any further to the user's judgement and in this case we reserve the right to refuse any refunds in respect to those products purchased.
  • familyholidays.co.uk does not make any warranty that the website is free from infection by viruses or any other software that has contaminating or destructive properties.
  • When a visitor chooses to pay offline then he/she undertakes that the product(s) selected may not be any longer available. Confirmation of order in this case is made when we receive full payment of the product(s) selected.
  • Our Online Booking services are provided on an "as is" basis and we do not make any representation or warranty, express or implied, as to the availability of any product(s) or other Holiday Arrangement.

For further Government travel advice, please visit this website: http://www.gov.uk/knowbeforeyougo.

familyholidays.co.uk acts only as an agent in respect of all bookings we take and/or make on your behalf. For all arrangements, your contract will be with the supplier of the arrangements in question. You may decide to make one or more bookings with us at the same time, however all bookings are available to be purchased separately at the same price as they are if booked together. This means that any multiple bookings do not constitute a package as defined in the Package Travel Regulations 1992. Please see our booking conditions for further details.

cookies We use cookies to enhance your search and booking experience when using the site. If you continue using the site, we will assume you are happy with this. You can change your settings at any time following the instructions here.