What do these terms cover?
These are the terms and conditions on which we sell travel arrangements and package holidays to you. The terms and conditions which apply to your booking depend on what you have booked with us, as follows:
- If you have booked a single Travel Arrangement with us, for example, a flight-only booking or a hotel-only booking we act as an agent on behalf of the third-party supplier of the flight, hotel, or other travel arrangement in question, and your contract for the Travel Arrangement you have booked will be with that Supplier/Principal. For single Travel Arrangement bookings only Section A of these terms will apply to your booking.
- Alternatively, if you have booked a Package Holiday with us (as defined fully inclause 23), then your contract is with us and both Sections A and B of these terms will apply to your booking.
Definitions.
These terms, the following terms have the following meanings:
- “Travel Arrangement(s)” means the flights, accommodation, car hire, and other travel services we feature on our website;
- Supplier/Principal” means the third-party supplier of the Travel Arrangements including but not limited to airlines, accommodation providers, and car hire companies;
- “We”, “Us”, and “Our”, means Fly Safari Limited.
- “You” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them.
Why you should read these terms.
Please read these terms carefully before you submit your booking to us. These terms tell you who we are, how we will sell Travel Arrangements and Package Holidays to you, how you and we may change or cancel your booking, what to do if there is a problem, and other important information.
CHARTER FLIGHT ARRANGEMENTS
The price then will be shown on the confirmation invoice will not be subjected to any surcharges.
SCHEDULED FLIGHT ARRANGEMENTS
As scheduled airlines reserve the right to increase prices at any time, the price shown on the confirmation invoice will ONLY be guaranteed once the full payment is received before the due date. The payment deposits guarantee your seat, not the price and we will confirm those correspondences which are in writing and signed by the passengers accepting all the terms and conditions of the bookings. It is your responsibility to pay the remaining balance before the due date. Failure to do so may result in an increase in airfare or a change in the flight details. In case of any mistake from our consultants’ in quoting the price because of a system error, The Company will advise the client of the situation and compensate £30 to £50 towards the actual price. Until then, the ticket price can be changed by the Airline.
GOVERNMENT ACTION
Due to some Government Actions, our fares guarantee cannot cover an increase, i.e. the Government actions like an obligation of VAT or passenger levy.
FLIGHTS
On your invoice/ticket all details about the flights and airlines like the flight number, schedule, and destination airport are shown properly. We regret that we are sometimes unable to guarantee a specific aircraft type or airline. All flights must be reconfirmed 72 hours before departure. Failure to do so will result in cancellation of your booking.
FIRST & BUSINESS
class passengers are requested to check in at least 2 hours before departure. ECONOMY class passengers are requested to check in at least 3 hours before departure.
HOW DO WE BOOK
No booking will be confirmed unless the required deposit has been received by The Company. The deposits don’t mean that you have held the price. The price can be changed until the ticket has been issued. We quote the fare of a flight over the phone which the customer wants to book. Once they accept the quote, we then provide all the flight details and the ticket costs for the inquiry made. Then we collect the passenger name(s), passport details, etc., and make the reservation with a deposit.
HOW DO WE COLLECT DEPOSIT
Once the customer has accepted the booking, we charge a deposit of the agreed price or depending on the total price of the ticket. After collecting the deposit, we send all the flight details along with all the relevant documents to the customer via email for confirmation that the flight details are all correct. Deposits are non-refundable in case the customer doesn’t pay the remaining amount on the committed due date.
WHEN TO PAY THE REMAINING BALANCE
Once the customer has paid the deposit, we will send invoice confirmation with our company bank details and an agreed due date. Once we receive the full amount, we will only then issue the e-ticket and send it to the customer’s email address provided at the time of making the booking.
WHEN YOU WILL GET THE E-TICKET
Once we receive full payment within the due date then we send E-tickets to the customers as per the given below criteria:
- Passengers traveling after 2 or more months of making the booking will get the e-ticket within 7 days after making the full payment.
- Passengers traveling after 1 to 4 weeks will get the e-ticket within 24 hours after making the full payment.
- Passengers traveling within one week will get the e-ticket within 3 to 6 hours of making the full payment.
CANCELLATIONS AND REFUNDS
Once we apply for a refund of any ticket (refundable tickets only), in case of cancellation of an issued ticket, we charge £20 as our admin charges plus the cancellation charges put to us through by the airline. And the remaining amount of the ticket will be given to the customer in their bank account.
Air tickets returned to us for a refund are subject to an administration charge per ticket, irrespective of the number of tickets returned. You will be required to pay a per-ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. For each ticket you buy, you are paying for two separate services. One is a service charge for the agent, and one is the cost of the ticket which is passed onto the airline. We do not separate our service charge so you will just see one price. As an agent for the airline, our service is provided as soon as your E-Ticket is delivered to you. This service is provided regardless of whether you then go on to use your ticket or not or whether the airline provides their service or not.
When your flight is changed or canceled by the airline, we provide our service again by applying for your refund, assisting you with rebooking flights, or claiming airline vouchers for you to exchange your tickets at a later date.
If the airline is unable to operate the flight you have purchased a ticket for, they are responsible for either refunding the cost paid to them for your ticket without charge or providing what they deem as a suitable alternative i.e. rebooking onto a flight that is operating earlier or later or providing you with a voucher for a service that will operate in the future. If you choose not to accept a reasonable alternative and opt for a refund we deem this as you choosing to cancel your booking and as we are providing our service again and our administration fees are applied before refunding you.
Please bear in mind our service charges cover our expenses incurred by making the booking on your behalf i.e. marketing costs, surcharges incurred for the processing of your credit/debit card payment, and scheduled airline failure insurance (where applicable), none of which are returned to us in the event of an airline cancellation.
There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airlines or consolidator’s terms and conditions. We recommend that you return such air tickets to us by special delivery post as we do not accept responsibility for documents mislaid or lost by the Royal Mail.
Refunds will not be paid to you until they have been received by us from the relevant airline or consolidator. In the case of airline ticket refunds, this is normally 10-12 weeks from the point the tickets are submitted for consideration to the airline.
DATE CHANGE
For changing dates, we charge £20 as our admin charges on each passenger plus the date change cost, fare, and tax difference costs according to the availability.
SPECIAL REQUESTS AND MEDICAL PROBLEMS
If you have any special requests, please advise us at the time of booking. Although we will endeavor to pass any such requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. If you have any medical problem or disability which may affect your arrangements, you must advise us in writing before booking giving full details. Regrettably, many overseas destinations do not have even basic facilities required by disabled travelers. If we feel unable to properly accommodate your particular needs, we must reserve the right to decline/cancel your booking.
BEHAVIOR
You accept responsibility to ensure that you & the members of your party do not behave in a way that causes offense to others or risks any loss or damage to property belonging to others. Payments for any such damage or loss must be made at the time direct to the accommodation owner or manager or other supplier. You indemnify us against any claims (including legal costs) subsequently made against us as a result of your actions. We expect all clients to have consideration for other people. If in our reasonable opinion or in the opinion of any other persons in authority you are behaving in such a way to cause or are likely to cause distress, danger, or annoyance to any third party or damage to property, we reserve the right to terminate your arrangements without notice. In this situation, your total booking with us, including your return transportation arrangements, will immediately cease and we will not be responsible for paying any costs, expenses, refunds, or compensation.
FLIGHTS AND FLIGHT TRAVEL DOCUMENTS
Please note that a flight described in your flight ticket as “direct” will not necessarily be non-stop.
- We reserve the right to change the airline in the event that the airline is blacklisted under EU regulations. Any changes to the airline after receiving your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements, and the requirement for passengers to check in on time. We are unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.
In relation to flights, an infant must be under 2 years of age on the date of their return flight to be entitled to the infant fare level which is usually 10% of IATA’s published fare.
Please note that where a sector of a flight itinerary is not utilized without contacting the carrier directly any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred.
PASSPORT AND VISA
You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date positions in good time before departure. We regret we can accept no liability if you are refused entry onto the flight or into any country due to failure on your part to carry the correct passport, visa, or other documents required by any airline, authority, or country.
TRAVEL DOCUMENTS CHECKING AND DISPATCH
It is your responsibility to check that all travel documents issued are correct. The email and address for all documentation will be that given at the time of booking. Documents will normally be dispatched 7 days before departure. For bookings made within 14 days of departure, it may be necessary for you to collect your air tickets at the airport at an extra charge. Any other vouchers will be posted/ emailed to you directly. Scheduled airline tickets are sent by Royal Mail first class post. In the event of ticket loss or delay, it will be your responsibility to pay additional expenses incurred by us to arrange and post duplicate tickets. Guaranteed next day delivery can be arranged at an additional cost, which can be advised at the time of booking. LATE BOOKINGS may also require Special/Courier delivery of documents in which case we will tell you the charges at the time of booking.
RECONFIRMING ALL FLIGHTS
You must telephone us or the airline at least 72 hours before the departure time shown on your ticket to confirm that there have been no changes. This applies to both outbound and return flights. We will not be liable for any additional costs due to your failure to reconfirm flights. Reconfirming your flight at least 72 hours before departure is a minimum requirement
FLIGHT CHANGES
Should your flight be cancelled your rights and remedies will be governed by the airline’s conditions of carriage. As a result, you may be entitled to (a) Carriage on another flight with the same airline without additional costs; (b) Re-routing to your destination with another carrier without additional costs; (c) Receiving a full refund; or (d) Some other right or remedy. If a schedule change occurs to your itinerary prior to our receipt from you of the full price, or prior to the issue of your tickets (on either the outbound or return flight) we will do our best to notify you on behalf of the carrier. Should a schedule change occur to your itinerary after the full balance/ticket issue, on both the outbound or return flights the relevant supplier’s decision will be final and amendment charges may apply.
CHANGES BY YOU
If you wish to change any item – other than increasing the number of persons in your party – and providing we can accommodate the change, you will have to pay an Amendment Fee per person which will be notified at the time of change.
OUR RESPONSIBILITY
As we act only as a booking agent for the third-party suppliers of your Individual Components, we have no liability if they are deficient nor do we have any liability for loss, personal injury, or death however incurred unless caused by our negligence.
TELEPHONE CALLS
We reserve the right to randomly record telephone calls to ensure that our customer service is constantly reviewed.
LAW
These booking terms and conditions are governed by English law and the courts of England and Wales have non-exclusive jurisdiction. Additionally, your accommodation booking may also be subject to local laws, customs, and sensitivities, which may change from time to time.
Booking Conditions For Package Holidays
Bookings made with Fly Safari are subject to these booking conditions. Please read them carefully before you book. You agree that the person who signs the booking form does so on behalf of all the persons included on the booking form – (the Client). No person may alter these conditions on the Company’s behalf.
ACCEPTANCE OF BOOKING
We reserve the right to increase or decrease brochure prices and to change any information in our brochures or on our website before a booking is made. You will be told the correct up-to-date price before you board. Also some hotels, wildlife & beach resorts, especially during peak season at the Christmas/New Year period, require a higher deposit or full payment (non-refundable) to confirm the booking. We will advise you at the time of booking. On acceptance of the deposit and the satisfactorily completed booking form, the Company will issue a confirmation invoice and at this stage contract comes into existence. Payment of the balance due must be made 8 weeks prior to departure. If the balance is not received by the due date, the Company reserves the right to cancel the booking and retain the deposit. If the booking is made within eight weeks of departure, full payment must be sent at the time of booking. Any money paid by the Client to a travel agent in respect of a booking with the Company is held on behalf of the Company at all times.
YOUR HOLIDAY
PRICE Changes in transportation costs, including the cost of fuel dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports, and exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of 20.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is the lower quality you will be refunded the difference in price) or canceling and receiving a full refund of all monies paid, except for any amendment charges.
We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
TRANSFER OF A BOOKING
If any person named on a booking is prevented from traveling as a result of illness, the death of a close relative, jury service, or significant reason, we will agree to that person’s booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and any additional costs arising from the transfer.
ALTERATIONS BY US
It is unlikely that we will have to make any changes to your travel arrangements but we reserve the right to do so at any time. We plan arrangements a long time in advance of your holiday using independent suppliers such as airlines and hotels, over whom we have no direct control. Most of these changes are minor and we will advise you or your travel agent as soon as we are able. If we make a major change we will also endeavor to advise you or your travel agent as soon as reasonably possible.
A major change includes a change of accommodation to that of a lower category and/or price, a change of flight time of more than 12 hours, a change of UK departure airport, (other than London airports), or a significant change of resort area.
In accordance with EU regulations, we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used on the relevant brochure pages and/or your holiday confirmation invoice. Any changes to the airline after receiving your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change.
CANCELLATION BY THE CLIENT
If you or anyone on your holiday booking decides to cancel the holiday you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24 hours by the person who made the original booking. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24 hours of the original notification.
A cancellation invoice will be sent to you within 7 days. If you do not receive this please contact us immediately in order to prevent an increase in charges. Should you already be in receipt of your airline tickets please return these to us with your cancellation request. The following scale of charges will be payable depending on when the notification of cancellation is received.
Specific travel arrangements cannot be changed or canceled without incurring a 100% cancellation charge. If this is the case, we will tell you before you cancel. We strongly recommend that you take out full insurance which will, in most cases, include cover against loss of deposit or cancellation fees.
YOUR RESPONSIBILITY
You are responsible for obtaining valid passports, visas, vaccination certificates, health documents, foreign exchange for personal requirements, etc. It is your responsibility to check entry requirements with the Embassy or Consulate of the country you plan to visit. You should also contact your GP in good time before you travel for health advice. You will be solely responsible if failure to obtain such documents results in your being unable to travel or refused entry or in fines, surcharges, or other financial penalties being imposed on you. The Company has no liability whatsoever to you through your failure to do so. It is also your responsibility to comply with the laws, customs, foreign exchange, and drug regulations of the countries visited. The Company and its representatives reserve the right to cancel your holiday at any time if, in our reasonable opinion, you are found to be behaving in a socially unacceptable manner or indulging in illegal activities, without any refund and legal claim against the Company.
OUR RESPONSIBILITY We will accept responsibility if due to fault on our part, or that of our agents or suppliers, any part of your holiday arrangements booked before your departure from the UK is not as described in the brochure, or not of a reasonable standard, or if you or any member of your party is died or injured as a result of an activity forming part of those holiday arrangements. We do not accept responsibility if and to the extent that any failure of your holiday arrangements, or death or injury: is not caused by any fault of ours, or our agents or suppliers; is caused by you; is caused by someone not connected with your holiday arrangements or is due to unforeseen circumstances which, even with all due care, we or our agents or suppliers could not have anticipated or avoided.
COMPLAINTS
If you have a problem during your holiday, it is a legal requirement that you inform the property owner/hotel management/our local agent who will endeavor to resolve the situation. You can call on 0123 456 789 anytime. If your complaint cannot be sorted out locally you must obtain written confirmation that the complaint was lodged. You must follow this up within 28 days of your return home in writing to us with all the relevant details. If you fail to follow this procedure, it may make it impossible to investigate your complaint fully.