These Terms and Conditions govern all bookings made by telephone with our agents. Our website does not use an API; all bookings are manually processed by our team. We are not members of ABTA and do not hold our own ATOL – we act as an agent using supplier protection.
1. Our Contract with You
1.1 By requesting a flight or holiday package booking via telephone, Book Easy & Go Ltd. (referred to as “we”, “us”, “our”), acts as a disclosed agent for the airline, hotel, tour operator or other travel supplier identified on your booking confirmation. Your contract for the travel services is with the relevant supplier unless expressly stated otherwise.
1.2 A booking is confirmed only when we issue a confirmation invoice or booking reference by email. No contract exists before this point.
1.3 We are not a principal tour operator or package organiser. We do not hold our own ATOL. We arrange travel services on your behalf using third-party suppliers.
2. Booking Process (Telephone Only)
2.1 All bookings are taken over the phone. Our agents will verbally confirm all flight and hotel details, prices, and applicable taxes before you authorise payment.
2.2 We do not provide real-time online availability or automated confirmations. Once you provide payment details, we manually confirm your booking with suppliers (airlines, hotels, consolidators, tour operators).
2.3 If confirmed, you will receive a booking confirmation and invoice within 24–48 hours. If unavailable, we will offer alternatives or a full refund.
3. Payments, Deposits & Administration Charges
3.1 A non-refundable deposit (typically 20–30% of total package price, or as advised) is required for holiday packages. Flight-only bookings may require full payment at the time of booking.
3.2 Final balance for packages is due no later than 10 weeks before departure, unless otherwise stated in your invoice.
3.3 Administration Fee
We may charge a reasonable administration fee for processing amendments, cancellations, refund requests, name corrections and other manual changes requested after a booking has been confirmed. Unless otherwise advised at the time of booking, our standard administration fee is £50 per booking.
This fee is separate from, and payable in addition to, any charges imposed by the relevant airline, hotel, tour operator or other travel supplier. The fee reflects the administrative work involved and may be waived or reduced at our discretion or where required by law.
4. Flight Bookings – Specific Conditions
4.1 We act solely as a disclosed agent for the airline identified on your booking confirmation. The contract for the carriage of passengers is between you and the airline, and the airline’s conditions of carriage apply.
4.2 Airlines may alter schedules, aircraft types or operating carriers. Customers are advised to reconfirm flight timings with the airline within 24 hours of departure. Rights in relation to delays and cancellations may arise under UK261 and applicable airline conditions.
4.3 Most economy flights are non-refundable unless you purchased a refundable fare (specifically advised during the call).
4.4 Name changes: most low-cost and scheduled airlines do not permit name changes. A full new booking may be required. Any requested amendments are subject to our administration charges (see Clause 3.3) together with any applicable supplier charges.
5. Holiday Packages (Flight + Hotel) – Supplier’s ATOL Protection
5.1 Where we arrange a package holiday (flight and accommodation and/or other travel services) on behalf of a third-party tour operator, your contract for the package will be with the supplier named on your confirmation invoice and we act as their disclosed agent. Your rights may also be protected under the Package Travel and Linked Travel Arrangements Regulations 2018 where applicable. Nothing in these Terms affects your statutory rights..
5.2 If that supplier holds an ATOL (Air Travel Organiser’s Licence), you will receive an ATOL Certificate from them. We do not issue our own ATOL Certificate.
5.3 The supplier’s ATOL Certificate will state:
- The name of the licensed tour operator
- Their ATOL number
- The amount of financial protection
- The CAA (Civil Aviation Authority) contact details
5.4 In the event of the insolvency of an ATOL-protected supplier, claims for refunds or repatriation should be made in accordance with the ATOL scheme. We will provide reasonable assistance by supplying booking records and relevant documentation. Nothing in these Terms excludes any rights you may have under applicable law.
5.5 If the supplier does not hold ATOL (e.g., a non-UK tour operator), you have no ATOL protection. We will advise you of this before booking.
5.6 Package prices shown by us include all taxes, fuel surcharges, and government fees applicable at the time of booking, but final confirmation comes from the supplier.
5.7 These Terms are subject to the Consumer Rights Act 2015 and the Package Travel and Linked Travel Arrangements Regulations 2018 where applicable. Nothing contained in these Terms excludes or restricts any rights that cannot legally be excluded.
6. Hotel-Only Bookings
6.1 We act as a disclosed agent for the hotel or accommodation provider identified on your booking confirmation. Your accommodation contract is with the relevant supplier.
6.2 Most hotel bookings require a credit card guarantee. Some non-refundable rates may be offered – you will be advised of this before booking.
6.3 Hotel cancellation policies vary. We will state the cancellation deadline (e.g., 7 days before arrival) during the telephone booking.
6.4 Amendments and cancellations may be subject to our administration charges (see Clause 3.3) together with any charges imposed by the hotel or accommodation provider.
7. Cancellation & Refund Policy
7.1 Flight-Only Cancellations
- Refundable fares: Any refund will be subject to applicable airline charges together with our administration charges referred to in Clause 3.3.
- Non-refundable fares: No refund unless the airline voluntarily waives fees (e.g., schedule change, death of passenger – proof required). The administration charge still applies if we successfully obtain any refund.
7.2 Package Holiday Cancellations (Supplier’s Terms Apply)
- You must cancel in writing (email accepted) to corporate@bookeasygo.co.uk Your cancellation is effective on the date and time we receive your written email request.
- Telephone cancellation requests are not accepted as formal notice of cancellation.
- Cancellation charges are set by the supplier tour operator. We will provide their exact scale before booking. As a guideline, most suppliers charge as follows:
| Days before departure | Typical cancellation charge (% of total package price) |
|---|---|
| 70+ days | Deposit only (or our applicable administration charge where no deposit has been paid). |
| 43–69 days | 50% or deposit (whichever greater) |
| 29–42 days | 75% |
| 15–28 days | 90% |
| 0–14 days | 100% (no refund) |
- Any applicable administration charge under Clause 3.3 will also apply.
7.3 No ABTA or Ombudsman Scheme
As we are not members of ABTA, disputes are not eligible for ABTA arbitration. This does not affect your statutory rights. Customers may seek independent Alternative Dispute Resolution (ADR) services or pursue claims through the courts of England and Wales.
8. Refunds Processing
8.1 To request a refund, you must send a written email to refunds@bookeasygo.co.uk stating:
- Your full name
- Booking reference number
- Travel dates
- Reason for refund request
- Clear instruction: “I wish to cancel and request a refund”
8.2 For security and record-keeping purposes, refund requests should preferably be submitted in writing by email. If exceptional circumstances prevent this, alternative methods of communication may be accepted at our discretion.
8.3 Refunds will normally be processed within 14–28 days after receipt of funds from the relevant supplier. Where applicable law provides otherwise, your statutory rights will prevail.
8.4 Refunds are made to the original payment method unless otherwise agreed.
8.5 Any administration charge referred to in Clause 3.3 represents the reasonable cost of processing your request and may be waived or reduced where appropriate or required by law.
8.6 Supplier insolvency: If a supplier fails (enters insolvency), we cannot issue a refund. You must claim directly from the CAA (if the supplier held ATOL) or from your travel insurance. We are not liable.
8.7 If you do not receive an acknowledgement of your refund request email within 3 working days, you must follow up by telephone to ensure we received it. We are not responsible for undelivered or spam-filtered emails.
9. Responsibilities of the Agent (Our Responsibilities)
9.1 We have a duty to exercise reasonable skill and care in:
- Selecting reputable suppliers
- Accurately conveying booking information
- Processing your payment and confirmation promptly
9.2 We will:
- Clearly explain that we do not hold our own ATOL or ABTA membership
- Provide you with the supplier’s ATOL Certificate (if applicable) and their booking conditions
- Act promptly on your instructions
- Disclose all known fees including the administration charge
9.3 We are not liable for:
- Supplier insolvency (your claim is with the CAA or your insurer)
- Airline schedule changes, strikes, weather, or industrial action
- Overbooking by a hotel or airline
- Loss of baggage, personal injury, illness, or death (your recourse is with the supplier or under international conventions – we will assist in claiming)
- We shall exercise reasonable skill and care in selecting suppliers and processing your booking. Except where we are legally responsible under applicable law, liability for the provision of travel services rests with the relevant supplier. Nothing in these Terms excludes liability which cannot legally be excluded.
9.4 Under UK Regulation EC261/2004 (retained UK law), passengers may have rights to compensation or assistance from airlines in cases of denied boarding, flight cancellation or long delay. Such claims are generally made directly to the operating airline.
10. Responsibilities of the Customer (Your Responsibilities)
10.1 You must:
- Provide full, accurate passenger names (as on passports), dates of birth, passport numbers, and contact details during the telephone call
- Ensure your passport is valid for at least 6 months beyond your return date (or as required by your destination)
- Check visa, health, and vaccination requirements – we can advise but final responsibility is yours
- Arrive at the airport with sufficient check-in time (minimum 2 hours for short-haul, 3 hours for long-haul)
- Pay all outstanding balances on time
- Obtain adequate travel insurance covering cancellation, medical expenses, repatriation, and supplier insolvency
10.2 Failure to provide correct details may result in denied boarding, cancellation without refund, and together with any applicable administration charge under Clause 3.3 and any supplier charges.
10.3 Passengers are responsible for ensuring that they possess valid passports, visas, health documentation and any other entry requirements applicable to their destination. Advice provided by us is for general guidance only and customers should verify requirements with the relevant authorities before travel.
11. Travel Insurance (Mandatory Recommendation)
11.1 We strongly recommend that you take out comprehensive travel insurance at the time of booking.
11.2 Your insurance must cover:
- Cancellation charges
- Medical expenses and repatriation
- Supplier insolvency (as we do not hold ATOL or ABTA protection ourselves)
11.3 We are not liable for any losses that would have been covered by adequate insurance.
12. Force Majeure
We shall not be liable for failure or delay in performing our obligations where such failure or delay results from unavoidable and extraordinary circumstances beyond our reasonable control, including but not limited to war, terrorism, civil unrest, natural disasters, severe weather, pandemics, government restrictions or industrial disputes. Where suppliers provide refunds, credits or alternative arrangements, we shall pass these on to the customer subject to any agreed administration charges and applicable law.
13. Complaints Procedure
13.1 Complaints must be made in writing to complaints@bookeasygo.co.uk within 28 days of your return.
13.2 We will acknowledge your complaint within 7 working days and provide a final response within 28 days.
13.3 If a complaint cannot be resolved directly with us, customers may seek assistance through an independent Alternative Dispute Resolution (ADR) body, where available, or pursue their claim through the courts of England and Wales. This does not affect statutory rights.
13.4 Customers should notify the relevant supplier and us as soon as reasonably possible if any issue arises during travel, to enable an opportunity to investigate and rectify the matter. Failure to do so may affect the amount of compensation recoverable.
14. Limitation of Liability
14.1 Subject to applicable law, our liability for losses arising directly from our negligence or breach of contract shall not exceed the total amount paid by you for the relevant booking, except where international conventions, statute or mandatory regulations provide otherwise.
14.2 We are not liable for any indirect or consequential losses (e.g., lost wages, missed events, business losses).
14.3 Nothing in these Terms excludes or limits our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- any liability which cannot lawfully be excluded or limited under applicable law.
14.4 Liability in relation to international carriage by air, sea, rail or accommodation services may be limited by applicable international conventions including, where relevant, the Montreal Convention, Athens Convention and other applicable international agreements.
15. Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any legal proceedings will be heard in the courts of London, UK.
16. Amendments
We may update these T&Cs from time to time. The version applicable to your booking is the one in force at the time of telephone confirmation.
By making a telephone booking with us, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
You also acknowledge that we are not ABTA members, do not hold our own ATOL, and that your financial protection (if any) depends entirely on the supplier’s ATOL or your travel insurance.