Terms & Booking Conditions

At the time of making a reservation and deciding to purchase flight(s) / Accommodation / car hire, you pledge that you are authorized to accept and do accept, on behalf of all passengers, the terms and conditions of making a reservation with us and agree to the booking conditions of any airline / contract principal whereby flightcatchers is acting as an agent. Therefore, it is strongly advised that you take time to thoroughly go through the terms and conditions applicable to all reservations made with and payments made to flightcatchers, as stated below.

The following terms and conditions are applicable on all bookings whether for a holiday package, flights only, car hire or just an accommodation – please read thoroughly OR contact our personnel to discuss / answer your questions about any ambiguity. There are 3 major parts of these conditions.

"Part 1" is for all types / kinds of bookings (holiday, package, flight only, hotel only, car hire, insurance, any / all purchases)

"Part 2" applies to all such bookings classified as "Packages" by the terms in "Your Holiday Contract" and

"Part 3" constitutes additional conditions and is applicable to reservations termed as "Other Travel Arrangements".

Please make note that the following terms & booking conditions are specific to flightcatchers's company policy and in certain cases a supplier's, holiday provider's, accommodation provider's, hotelier's, international air control's or airline's additional terms may also be applicable as / when advised by your booking agent.

Goods / Services purchased and facilitated via flightcatchers websites may also be subject to further specific terms and conditions linked with such goods / services as well as, without limitation, terms and conditions involving price revisions resulting from tax / contract variation / changes in case of bookings made against deposits and balance payment is awaited. Clients are cautioned to read additional terms contained within the product description in the email as well as on this website.

Modifications of Terms

The terms and conditions on this page may be modified as deemed necessary at any time without prior notice. The new and revised terms and conditions shall become effective once posted on the Website, and will not have any retrospective effect on existing contractual arrangements.

Part 1 – All bookings

Reservations shall be made over telephone, in person, online or by mail without any obligation.

Once a reservation request is received, the consultant will send a confirmatory email to the traveller. This confirmation includes detailed traveller information, itinerary and schedule, payment terms, company contact details, and full terms and conditions.

This confirmatory email forms the binding contract between the traveller and the company upon the traveller’s written acceptance (for example, by replying to the email). If any detail in the confirmation differs from earlier discussions, it must be highlighted immediately in the reply so corrections can be made before final documents are issued.

Flight reservation / schedule and details have to be communicated by clients for errors / omissions in written (where applicable) within 24 hours of reservation. It should also be communicated, if the details are correct (unless otherwise advised by agent).

For reservations made over the Internet, full payment is normally required at time of reservation unless specifically stated in the booking process.

In cases where full payment is not made at the time of purchase, THE MINIMAL DEPOSIT PAYABLE IS 25 GBP. The initial deposit is non-refundable and is required within 24 hours of reservation to ensure Travel Consultancy services and maintain seat Reservation.

Tickets are only issued once agreed, replied, or confirmed by the traveller. Issued tickets are non-refundable, non-changeable and non-transferable (unless specified).

E-Tickets (Electronic Tickets) are issued and sent via email once full payment is made before deadline / ticket time limit / expiry and after schedule / itinerary is confirmed by traveller in written and any / all document (in case of third party card) are provided.

In cases, where no email address is provided, the traveller may visit the office in person to collect tickets or request tickets in post (mailing / post may take less / more than 72 working hours).

The confirmatory email sent after telephonic / online reservation and payment is "not a proposal" and signifies that the buyer and the seller "are in contract" as stated in the email, at details and cost as provided and agreed between both parties. However, a traveller may request corrections (if any) in response to the email asap / same day.

After the initial deposit, the traveller can continue making part payments weekly / monthly or make the full remaining payment at the given date / before deadline.

There will be no contract between the seller and the buyer until the card is charged or payment is made. In cases where wrong card / payment information is provided or card declined or third party card forgery / fraud is suspected, no contract will apply.

All or any call may be recorded for quality purposes. Customer feed backs, survey information or communication may also be used for marketing, public information or where required. However, customer personal information / payment details are only discussed with the customer him / herself (if adult or guardian).

In case of technical errors in online reservation, considering that to be systematic in nature, no contract will exist between you and flightcatchers. While in case of Phonetic errors, the Verification Officer may utilize all sources and take a decision in the best interest of the traveller and the organization.

The company may require / demand all third-party card verification documents where any traveller has a different name than that given on the card, or where a friend / company or family is making payment for or on behalf of a traveller. The third-party card documents are strictly required for your financial security and to protect our customers from misuse of lost / stolen cards through online / phone reservations. Any third party using a card on different name is required to abide by the third-party terms and conditions as communicated through the concerned agent / consultant at the time of reservation / payment / use of third party card. *A traveller who fails to provide all third-party card documents / bank verifications timely will be charged of cancellation OR tickets will not be issued if the verification Officer (flightcatchers) is not satisfied with the documents / evidence provided.

For Adult travellers, travel information / details will only be communicated, discussed or responded to the traveller her / himself. Parents / Guardians can discuss the travel details of Infant / Child / minors / Senior Citizen (above 60) / Special or disable persons, provided that the reservation is made by parent / guardian directly.

The deposit is deducted from the total ticket cost i.e. the first Deposit is also a part of payment towards total ticket cost. Upon final payment, the flight schedule and price as applicable / available on date of full payment / confirmation is resend / communicated to the traveller for reconfirmation / difference payment prior ticket issuance.

Incase if schedules / flight details / price are rejected or objection by the traveller after purchase and before tickets issuance (at the time of 1st confirmatory email), considering if there is a valid reason, the travel consultant will provide / inform any / all alternate flight options to best suit traveller's priorities. However, some flights / reservations may not be transferable or changeable depending on airline / destination and cancellation charge may apply.

For regular or Deposit reservations, if at the time of ticket issuance, the airline schedule is changed / revised or if the airline is no more available / operating, or in case if any currency fluctuation, tax or fare difference has occurred during the course or applicable, the traveller will be notified. In such cases, (if required) alternate flight options will also be offered and payment can be adjusted in new flights at fare / cost difference as applicable and payable by the traveller. Fares, Taxes or any charges may be revised by airline or governing body at any instance unless the tickets are confirmed in writing, documents provided, fully paid for and issued same day.

In case of late payments, part payments, deposit reservations, late schedule confirmations, late third party card document submission, airline policy change, fare / tax revision etc. the availability of fares is inductive and confirmed on full payment, at same day of ticket issuance.

A secondary Schedule verification may also be sent at the time or prior ticket issuance, if required. Any / all matters related to cost / schedule / name / transits should be settled before ticket issuance and the agency will not be liable / accountable once the business is over between the seller and the buyer and the product (ticket / accommodation voucher) is delivered.

Cancellation will be charged if change factors are external (other than flightcatchers itself) or if the Flights are cancelled by traveller her / himself on free will or other reasons. The cancellation charges before ticket issuance are those as stated in company policy, while cancellation charged after ticket issuance is as stated in airline policy (For exact amount of cancellation please contact your concerned agent / consultant). *Reservations can also be entirely non-refundable in case of most economy or special promotional fares depending on individual airline policy and destination, please recheck before applying cancellation.

The balance of your reservation should be paid before the given deadline / ticket expiry date. Please note we do not send reminders. If the balance is not paid by said date we reserve the right to cancel your reservation, retain your deposit, and apply the cancellation charges set out in the section 6.3.

All Flight schedules / departures / returns / accommodation check in / etc. should always be reconfirmed all onward and return reservations with the relevant airline / supplier at least 72 hours prior to departure.

For matters concerning flight services, airports, dissatisfaction with carrier / accommodation, flight delays, in-flight services, on board operations, flight cancellations, airline suspension, in-flight food / entertainment, etc. Airlines / hotels are directly responsible / accountable and should be contacted directly for immediate problem solving / claim or complain. flightcatchers is not liable for Accommodation / hotel or Airline's services, policy, operations or standards.

Matters related to Visa, Transit, Passport, or Travel Document must be checked with the concerned consulate / embassy prior travel / reservation. flightcatchers does not bear any responsibility for providing, assisting, or advising valid travel documents / transit / visa or appropriate passport for entry clearance.

For problem solving or customer care please feel free to contact the designated managers in each section / unit, or the central customer services department at customerservices [at] flightcatchers.co.uk. In case where foul language is used or racial discrimination / harassment or disrespectful comments are made by the traveller / caller, the employees reserve the right to terminate the communication politely and immediately, (disciplinary action may follow). Complains about staff / employee performance, behaviour, professionalism or skills can also be launched at complaints [at] flightcatchers.co.uk. All complaints are supervised and action by an independent unit at the earliest possibility.

• Step one: Talk directly to the person who processed your booking or whom you are not satisfied with.
• Step two: (Informal stage 1) If your concern is not resolved, seek help from a supervisor of the agent you dealt with in finding the best way to progress your concerns.
• Step three: (Informal stage two) if the matter is not resolved, put your case in writing through our Contact Page.
• Step four: (Formal) If the matter is still unresolved, write to the customer services manager at complaints [at] flightcatchers.co.uk.
• Step five: (Escalation Stage) If you are still unhappy, kindly send your concerns to the Manager Operations at om [at] flightcatchers.co.uk.

The only language in which the contract can be concluded is English.

Reservations can be made in any of the following modes however all terms apply without regards to the mode of reservation (except in person).

RESERVATIONS MADE OVER THE INTERNET / ONLINE RESERVATIONS

• Online reservations are directly made, selected, and reserved by the traveller in central reservation system (online booking engine) and s / he is responsibility for selecting appropriate, correct and required flight timings / schedule or other information. However, assistance is provided where there is an inappropriate or short time interval selected by the traveller or where the traveller required any changes in the selected reservation considering if it is permitted in the terms and conditions of the selected carrier / airline etc.
• In cases where a traveller sends a "Flight Order" or "Inquiry email" after visiting the web site / search engine, an agent / travel consultant will call / email or contact the inquirer to provide with available flight / accommodation options for reservation exactly or in accordance with the traveller’s requirements.

• Upon completion of an online reservation, an auto response is sent with schedule details.
• Once the payment is charged, there is a secondary email from an agent / travel consultant to recheck all travel / payment details with you. The secondary email must be replied before dead line and tickets are issued as confirmed upon the secondary email.
• Full payment is normally required at time of booking unless specifically stated in the booking process.
• Once email of reservation is checked and replied by the traveller and all instructions as laid out in the email are followed, E-tickets are issued and e-mailed same day or ASAP of confirmation.
• In the unlikely event of an administrative error resulting in an incorrect price being displayed, we reserve the right to correct the price. In these circumstances, you will not be bound to continue with your purchase, cancellation may not be charged, no contract will apply and you will be asked to email us to confirm the action.
• All other conditions as specified between "a" to "x" in "Reservations" section of this contract apply accordingly.

RESERVATIONS MADE OVER THE PHONE

• Telephonic reservations are responded by available / on duty consultants. The traveller / caller may inquire prices / details / schedules or make a reservation over the phone. In Telephonic reservation, the caller must take and note the agent / travel consultant name and direct line for later contact / reference directly with the concerned agent.
• All payment modes (card / cash / bank payment / transfer / deposit payment) are available for Telephonic reservation. The caller may give her / his payment / card details over the phone in order for the agent to create and complete her / his reservation in the central reservation system. (Invoices are available and can be demanded).
• The telephonic reservation is followed by a confirmatory email that is only for rechecking purpose and contains all information / pricing and itinerary of booked flights / accommodation. All terms apply as stated in the confirmatory email and / or at the company website.
• The instructions as laid out in the confirmatory email must be followed to receive E-tickets timely.
• In case where the concerned agent is not available to attend the call or respond to the message or where there is urgency or where the ticket time limit is due to expire, the callers should contact the manager of the section / agent.
• All other conditions as specified between "a" to "x" in "Reservations" section of this contract apply accordingly.

RESERVATIONS MADE IN PERSON

• You are welcomed to visit our office in person to make flight / accommodation reservations, payments, or collection of tickets.
• In case where a person has inquired a flight over the phone initially and prefers to pay in person or collect tickets in person, it is highly recommended to call us before visit in order for us to keep your travel documents / itinerary or tickets ready for collection.
• All other conditions as specified between "a" to "x" in "Reservations" section of this contract apply accordingly.

All clauses, terms and conditions as stated in this document apply on any or all kinds or purchase made through or form us.

FLIGHT RESERVATION

• Online Flight reservations, Telephonic Flight reservation, In-person Flight reservations or reservation on email are all entertained and provided by us.
• One way flight tickets, return flight tickets, group reservation, economy or business class flight reservations are also bookable with us.
• Flights leaving from any airport, UK or outside UK or worldwide can be booked from us, in currency and rate as applicable in UK as on date of final payment and issuance.

HOTEL / ACCOMMODATION / PACKAGE HOLIDAY RESERVATION

Online Hotel / Package reservations, Telephonic reservation, In-person reservations or reservation on email are all entertained and provided by us.

Single, double or group reservations are facilitated in and at all standards (3, 4 or 5) as required.

Accommodations worldwide with Flights leaving from any airport, UK or outside UK or worldwide can be booked from us, in currency and conversion rate as applicable in UK on date of reservation.

OTHER SERVICES RESERVATIONS (INSURANCE / CAR HIRE ETC)

Assistance is provided in any or all services as Insurance, Car hire and excursions where and when required.

We offer comfortable, convenient and speedy modes of payment for timely reservation and ticketing. Also, our financial security Policy (refer 4.1.6) is specially designed to ensure a safe and trustworthy online payment and confirmation system.

PAYMENTS WITH CARD

Using a card is the most commonly used mode of payment in online and telephonic reservations. There is no surcharge on any cards when customers are using a card issued by a bank located in EEA regardless of the type of card used. The only exceptions to this rule are customers using cards issued outside EEA and those using corporate cards – in this case we can recharge our costs.

DEBIT CARD

• We accept Debit and Maestro Cards.

CREDIT CARD / AMEX CARD / OTHER CARDS

• Credit Cards are acceptable as a form of payment.
• We accept Visa, MasterCard, JCB, American Express and Diners Club.

* Third party documentation policy applies where the card holder name is different than the traveller. See 4.1.7 for more details.

PAYMENT IN CASH

One may make cash payment in person or through transfer or deposit in bank. It is the quickest mode of payment for same day / urgent reservations.

However, we do not accept cash payments through postal mail.

CASH PAYMENT IN OFFICE

Travelers may make cash payment in our office. However; we strongly recommend one should call prior arrival for us to keep ticket / voucher and reservation in order.

CASH PAYMENT THROUGH TRANSFER OR IN COMPANY BANK ACCOUNT

Traveller may deposit Cash in any Barclay’s bank branch (please call and ask our travel agents for company bank account number / details). There is a 0.85% charge on cash payments per 100 GBP.

When making a Cash deposit please quote your booking reference number or your full name and make a notification call to your agent once you have paid in bank.

Please quote your booking number and name every time you send a payment.

Personal / Company Cheques & Bank Drafts

Personal or Company Cheques are to be made payable to "flightcatchers".

Please note we require ten working days for cheque clearance before tickets can be issued.

Should insufficient time be available to allow this, we can arrange special clearance with our bank at an additional cost of £15.

We are unable to accept foreign currency cheques.

IF ANY CHEQUE IS RETURNED UNPAID TO US BY BANK, A £15 CHARGE WILL BE LEVIED.

In case of cheque bounce or failure of any kind (penalty apply), the traveller may be asked to deposit cash in our Bank account or use other modes of payment to continue reservation on immediate basis. Please note delays in process or mode of payment type can affect total cost and differentials (if any)will be payable by the traveller at the time of issuance..

Once the payment is confirmed in our account, all flight details/pricing will be rechecked for any schedule revision/fare difference (if any) prior issuance and traveller will be informed incase of any changes. All other terms apply as stated in Reservations Section between "a" to "x".

Bank & Building Society Drafts will be accepted and treated as cash as long as they are received when the issuing office is open and we to verify the same, i.e. before 4pm on weekdays.

Payment Verification & Financial Security

WHO ARE WE?

We are a registered ATOL & IATA organization with a proud decade of services in the UK market. The air holidays in our brochure are ATOL protected as we act as an agent for licensed tour operators by the Civil Aviation Authority. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking.

For further information, visit the ATOL website at www.atol.org.uk. Schedule Airline Failure Insurance (SAFI) will be added to your invoice if scheduled airline flights are booked. For full details of the financial protection in place for your booking, please enquire at the time of making a booking.

HOW ARE YOU SECURE?

For maximum financial security of our customers, we have devised a fool proof and double check system. In this system once the reservation is completed over the phone and the confirmatory email containing all flight details is send to the traveller, the traveller is informed of the total cost of purchase / charged amount and requested to verify the same with her/his bank in order for us to guarantee transparency and precision.

Traveller/buyer may be required to provide secondary confirmation of total transaction amount as appearing on her/his statement or the authorization code of transaction. This can either be obtained through online statement check or making a call to the respective bank.

The exact amount (not a round figure but in pounds and few pence) must match with our records. In cases where the payment as stated on traveller's statement does not match with the accounts records in our company, tickets cannot be issued (compliancy check failure).

Once the traveller/buyer confirms the total amount in exact figures (pounds & pence) and provided that the payment confirmed matched 100% with the company records / accounts, tickets are issued immediately.

THIRD PARTY CARD PAYMENTS REQUIREMENTS & OBLIGATIONS

If the card is in a name other than the traveller her/him self, we will require a hand written authorization letter from the card holder (fax or scan), a coloured photocopy (fax/scan) of both sides of the card itself, before any tickets can be released. Also, a photo i.d. such as passport first page (scan/fax) or driver's license will be required for both the card holder and the traveller.

In cases where the card holder / traveller does not want to provide any or all of the above documents s/he may switch the mode of payment such as cash payment / bank transfer where no photo i.d. or documents are required.

One may visit our office with all documents and in case where s/he does not want to fax/mail the third-party card documents.

In case, if satisfactory documents are not provided, our verification officer reserves the right to terminate reservation with or without cancellation charges applied.

The Payment verification and financial security procedure as stated in SECTION 5.0 is applicable in all cases.

Changes & Cancellation Policy

The following Changes and Cancellation policy apply on all purchase items / holiday / package / hotel / flight or other services with no regards to mode of payment or mode of reservation.

CHANGES IN RESERVATION:

If, after a confirmation email/invoice has been issued, you wish to change your holiday arrangements / Flight reservation, we will do our utmost to assist you, however 98% suppliers particularly airlines, do not allow changes and tickets are strictly NON-REFUNDABLE, NON-CHANGEABLE AND NON-TRANSFERABLE.