- Plan Your Dream Holiday
- Fly, cruise and stay your way
- ABTA and ATOL protected
- Quality service at every step
- FlexiCruise Price Promise
1. Our Agreement with You
The following terms and conditions form the basis of your contract with Flexi-Vacations Ltd trading as Flexicruise. Flexi-Vacations Ltd acts at all times as an agent of Alfendo Ltd. Most of the air holidays and flights on this website are ATOL Protected, since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. Alfendo Ltd's ATOL number is ATOL 4110. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
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 or a suitable alternative, 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 scheme.
When you wish to confirm a booking, you are acknowledging your understanding and acceptance of our terms and conditions on behalf of everyone in your group.
The terms and conditions vary depending on whether you purchase a ‘package holiday’ booking consisting of a flight and accommodation booked at the same time and invoiced as a fully inclusive cost or ‘Other Travel Arrangements’ which is anything else, flights booked separately including accommodation or transport booked together, but quoted separately and subsequently itemised on your invoice.
Please note that where a suppliers services form part of your booking, the suppliers standard terms and conditions will also apply. These are important in the case of ‘Other Travel Arrangements’ where Flexi-Vacations Ltd acts only as an agent between you and our suppliers. All travel arrangements that include flights are subject to the airline’s conditions of carriage. Copies of these conditions may be requested in writing.
3. Deposits & Payment
(a) When making a booking involving flights, we will require a minimum deposit of £75 per person. If booking charter or low cost flights, full payment is required at time of booking. However other airlines require immediate full payment and you will be advised at the time of booking the amount required. In addition a deposit of £25 per person will be required in respect of any hotel arrangements, transfers, car hire and attraction tickets and full payment is required at time of booking for car parking. We will then send you a confirmation invoice, after which a contract exists, subject to English law unless otherwise agreed. We will require payment of the remaining balance as shown on your confirmation invoice, not less than eight weeks before your departure from the UK. If you book within eight weeks of departure from the UK we will require full payment at the time of booking. All monies paid to us are held by Flexi-Vacations at all times. Deposits are non-refundable and should you fail to pay the money when it is due we reserve the right to cancel your booking and retain the deposit that has been paid. Travel documents will not be released until we have received full payment.
(b) Airline Ticket Deadlines
For ‘other travel arrangements,’ where we act as agent between you and our suppliers, airlines may on occasion request that payment be brought forward in which case we will notify you of this change of payment date. This usually occurs when an airline withdraws a fare and requests that all tickets at the old fare are issued by a particular date. Regrettably your booking cannot be held after this ticket deadline date and will have to be cancelled if payment is not made.
4. Cancellation by You
(a) If you need to cancel a confirmed booking you must contact Flexi-Vacations Ltd. To cover the cost of administration and cancellation charges imposed by suppliers and for the possibility that we will not be able to resell the holiday we have to make a cancellation charge. If you have purchased insurance you may be able to claim for the charges we impose. Should you cancel your confirmed booking or part of your booking, then the following cancellation charges will apply:
More than 56 days prior to departure: Deposit only
29 – 55 days: the highest of 50% of the total cost or loss of deposit
15 – 28 days: the highest of 75% of the total cost or loss of deposit
14 days or less: 100% of total cost
Note: These cancellation charges apply to all bookings, except when tickets have been issued and they are non refundable by the airline or in circumstances where a booking includes items or services where our supplier’s cancellation charges exceed those shown above. In these circumstances any additional cancellation charges will be advised at the time of booking.
(b) Other Travel Arrangements - If you need to cancel you must contact Flexi-Vacations Ltd. Cancellation charges vary depending on the services booked and will be clearly stated at the time of booking. In all cases a minimum cancellation fee of £75 will apply regardless of the value of the service cancelled. In some cases it may not be possible to offer any refunds for certain services such as air tickets once a booking has been made. Please ensure you are certain of the fees applicable to your booking by asking us before proceeding to book your arrangements.
5. Alteration by You
If you wish to make a change to a confirmed booking please contact Flexi-Vacations Ltd. Any changes made up to 56 days before departure will incur a minimum charge of £75 per change. In some cases airlines require tickets to be issued on booking and where tickets have been issued changes may be treated as a cancellation and will be subject to the charges shown in section 4. However, after that date any changes may be treated as a cancellation and may be subject to the charges shown in section 4.
Please Note: A change to the travel departure date once confirmed, is regarded as a cancellation and rebooking, not an alteration to the booking. Some suppliers, particularly airlines, whose special fares in some cases are non-refundable, may consider a name or other change to an existing booking, as a cancellation and rebooking, with up to 100% cancellation charges.
If the services booked are dependent on a minimum number of people using the service, we will have to recalculate the total cost based on the new number of passengers travelling. The cost may therefore increase but as this is not a cancellation charge, it may not be covered by your insurance.
No refunds will be given for unused services unless an amendment or cancellation has been made in which case the charges shown above will apply.
6. Cancellation by Us
We aim to provide the travel arrangements you have booked without any changes, however, it is possible that cancellations may be necessary due to changes made beyond our control by airlines, hotels or other suppliers. For some package holidays to operate a minimum number of people may be required. If sufficient bookings are not received we reserve the right to cancel the holiday, but will do so at least eight weeks before departure.
In the unlikely event that your travel arrangements must be cancelled we will advise you as soon as is reasonably possible and you will be offered an alternative or a full refund.
If we have to cancel your combination booking as a result of any other circumstances, we may offer you additional compensation where deemed appropriate.
Note: Compensation will not be payable when the cancellation is due to events beyond our control, such as war, threat of war, riots or disturbances, terrorist activities, industrial disputes, fire, nuclear or natural disasters, health risks, problems with transport, severe weather conditions or any other similar events.
We may have to make change to your package holiday and we must reserve the right to do so. We will let you know of any major changes at the time of booking or as soon as possible if you have already booked. If there is a major change to accommodation of a lower standard or to a different resort or a change of more than 12 hours in the departure time of a flight, we will tell you as soon as possible and allow you the choice of accepting the change, accepting an alternative holiday, with a refund of the difference in value if it is less expensive or you may cancel the holiday and receive a full refund. In addition we will pay reasonable compensation to reflect the change being made unless the changes are as a result of events outside our control as set out above.
In the case of ‘other travel arrangements’, as we only act as a booking agent, particularly in the case of air tickets, we may not be notified of a major change before you travel. However, where we are notified, we will advise you as soon as is reasonably possible. If the changes are not acceptable to you, we will offer you an alternative if available, or a full refund, if permitted by airline/supplier. If your chosen alternative costs more, you must pay the difference.
8. Lost tickets or vouchers
If your travel documents have not been received by you, or you have mislaid your travel documents, you must inform us at least 10 days prior to departure. Failure to do so may result in additional charges as special arrangements will have to be made.
9. Changes in Price
The prices shown are correct at the time of publication. You will be notified of any changes to these prices at the time of booking.
In the case of ‘package holidays’ we reserve the right to increase the price after booking if any increase in price occurs in respect of:
(i) Air fares or other transport costs,
(ii) Taxes or duties payable, including new taxes introduced by any government
(iii) Adverse changes to currency exchange rates
If the cost of your holiday increases by more than 10% you may decide to cancel the holiday and have a full refund except for the insurance premiums or amendment fees paid after booking. If you want to cancel you must tell us within 14 days of being advised of the increase. In return we will not change the cost of your holiday within eight weeks of departure. The only exception to this offer is in respect of any government imposed taxes or a charge that may be introduced to provide consumer financial protection which we may be required to collect on behalf of the government. Equally, where our costs fall after the package has been bought, we will pass onto you any benefit and reduced costs to ourselves as a result of changes to the items listed above.
If you pay in full at time of booking we guarantee there will be no change to the price you have paid after full payment is received. If you prefer to wait you may pay the balance of your booking eight weeks before departure, however in such cases the prices may be subject to change and we reserve the right to pass on any increase resulting from surcharges imposed by suppliers or exchange rate fluctuations. At present airlines, airports and government bodies are introducing new taxes and fees to pay for additional security. Again, we reserve the right to pass these charges on in full should they apply to your purchase up to 8 weeks before departure.
In the case of ‘other travel arrangements’ you can choose whether to pay in full within 14 days of booking in which case we can guarantee the price quoted. Alternatively you may pay eight weeks before departure but in this case, the price will be recalculated according to the fares and currency rates then applicable. No guarantee of price can be given and you do not have the right to cancel no matter what happens to the price, except by paying the cancellation charges shown above
10. Our Liability
For package holidays only, we are responsible for ensuring that your package holiday is of a reasonable standard and as described by us to you. If any part fails to reach this standard and affects the enjoyment of your holiday, we will offer reasonable compensation, so long as it is not due to events outside our control.
In addition we accept responsibility for any injury, illness or death arising from the activities booked through us by the fault of any of ourselves, our suppliers or their employees acting in the course of their employment. We will pay compensation equivalent to that which would be awarded in an English court but will not offer compensation if the injury, illness or death is caused by your own fault, the fault of someone unconnected with the package or by an event which could not have been expected or avoided even with all due care. You must report the event that occurs to us and the supplier whilst you are on holiday and write to us as soon as you return. We reserve the right to limit our liability in accordance with International Conventions such as the Warsaw and Montreal Conventions in relation to air travel and the Athens Convention in relation to international sea travel
In the case of ‘other travel arrangements’ Flexi-Vacations Ltd is pleased to accept responsibility for any loss, personal injury or death caused by our own proven negligence. However in respect of the travel arrangements themselves and any claims that may arise from them, we are unable to accept responsibility and any claims must be addressed to the supplier or to your own insurance company.
11. Complaints Procedure
If you have a problem during the course of your holiday, you must inform the supplier of the service, plus a representative whose details we have provided, or telephone our offices immediately, failure to do so may reduce or extinguish any possible claim. We will endeavour to put things right as soon as possible. We will acknowledge all complaints on their receipt and deal with them promptly and efficiently. Any disputes which cannot be amicably settled may (if you so wish), be referred to arbitration under a special scheme which although devised by arrangement with the Association of British Travel Agents (ABTA), is administered independently by the Association of Independent Arbitrators. The scheme does not apply for amounts greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims that are solely or mainly in respect of physical injury or illness. The application for arbitration must be made within nine months of the date of return to the United Kingdom, but in special circumstances it may still be offered outside this period. Alternatively, you may wish to take any dispute to the Small Claims Court.
Full details of the Arbitration scheme can be obtained from:
Association of British Travel Agents, 30 Park Street, London SE1 9EQ
12. Data Protection Act 1998
By making a reservation with us you agree to the use and disclosure of the information you provide for the following purposes: to enable us to process your booking (when it may be transferred abroad), if you purchase insurance we may process your information and pass it to insurers, for market research and analysis, to avoid fraud and to enable us to contact you by letter, telephone or e-mail with details of our products or those of our suppliers.
13. Important Information
The products available on this web site are only available to UK residents or those who have visited the UK in the last 12 months prior to departure. Your booking on this website is conditional on you accepting our terms. If you do not agree with any part of them you must not proceed with your booking. By clicking on the “confirm” button you accept that you have read, understood and accepted our terms. If there is any part that you do not understand, or if you have a query on the flight or any product, please contact our web help desk on: 0344 984 0828, or you can e-mail us at email@example.com.
The prices for scheduled flights on this website are in pounds sterling. A compulsory charge for airline protection cover has been added to your booking unless you have advised us you have alternative cover and we have a copy of your policy. The charge insures all passengers on this booking against repatriation costs in the unlikely event the carrier you are booked to travel with becomes insolvent or otherwise ceases to trade.
Flexi-Vacations Ltd reserve the right to refuse any reservation without notice or to advise of fare discrepancies within 2 working days (excluding bank holidays) of the reservation being made.
Due to suppliers providing direct hotel content to this website, Flexi-Vacations Ltd cannot guarantee the accuracy of all the content and advise all users to recheck details/locations of hotels. Flexi-Vacations Ltd accept no responsibility for any errors associated with the above.
Check in and flight times
Timings shown are local times based on the 24 hour system and may change during periods according to the individual country’s daylight saving policy. Flight times on this website are for guidance only and are subject to change. Actual flight times will be shown on your flight ticket. It is important that you check your flight details and times on receiving your tickets. We advise you to check-in in plenty of time before departure. For European flights the normal check in time is at least two hours before flight departure and for transatlantic flights 3 hours. We also recommend that you reconfirm your return journey with the carrier’s local Representative 72 hours before your return flight. Air transport regulations require that the spelling of your name on your ticket is identical to your passport.
In 2004 a new Europe wide law relating to denied boarding, delays and cancellations came into force. This may give you rights to care and in some cases compensation if you are affected. Full details of these rights are available at all EU airports and from the airline you are flying with. Please note that any claims must made to the airline and not to ourselves
The baggage allowance per person is shown on your e-ticket and may vary by airline, destination and class of travel. Infants under the age of 2 on the date of their return flight have no allowance. Airlines are increasingly enforcing stricter controls over excess baggage. You should be aware that if you exceed the baggage allowance stated on your ticket then an excess baggage allowance may be charged by the airline at the time of checking in. The excess baggage charge may be as much as 1% of the premium fare charged by that airline per kilogram over your allowance.
If you are pregnant you should check with your doctor that it is safe for you to travel. If you are more than 28 weeks pregnant at the time of your return scheduled flight, airlines insist on a medical certificate stating you are fit to fly.
Infants under 6 months must sit on the adult’s lap with an infant-strap during the flight. Infants over 6 months and under two years must sit on the adults lap unless there is a vacant seat. The minimum age limit for infants on scheduled flights is two weeks of age, on the date of departure. Infants will not be charged Air Passenger Duty or Airport Taxes (unless you are purchasing a seat), other taxes may apply.
A meal or snack is served on most scheduled flights. For travellers with special dietary requirements, special meals can normally be requested, and must be done so, well in advance of the travel date. Flexi-Vacations Ltd accepts no liability for any requested special meals not being available.
Flexi-Vacations Ltd will pass on any seat requests to the relevant airline. However we must stress that seating requests cannot be guaranteed and we cannot be held responsible for requested seating being unavailable at the time of check – in.
Overseas departure taxes
Many countries impose airport or departure taxes. Where these can be paid in advance, the cost will be included in the ticket price quoted. Other taxes may be payable in cash at the destination.
Frequent flyer schemes
Not all airline tickets sold by Flexi-Vacations Ltd are eligible for mileage/points accrual. We strongly advise that you check with the airline(s) concerned regarding the use of frequent flyer membership(s) concerned regarding the use of frequent flyer membership(s) with your booking.
You must have insurance; we insist that in your own interests, you and other members of your party are adequately insured.
Before you travel/passports
Check the Foreign Office website at www.fco.gov.uk/knowbeforeyougo for advice and the latest information about specific Countries.
You are responsible for checking you and your party have the necessary passports, visas and other requirements for the destination you intend to visit.
The airline may refuse travel if you do not have a valid passport, visa and entry permits. We are not obliged to help you if you are refused travel. Your passport and other documents must be intact, you may not be able to travel if they are damaged or have been tampered with. If you have any doubts on the validity or condition of your passport or for any other questions. Please contact the Passport Advice line on 0300 222 0000 or visit www.gov.uk/browse/abroad/passports
Note your passport number before travel and keep it separate from your passport. This will help the local British Consulate to supply a temporary passport at short notice if you lose the original.
For travel to most countries, a British passport must be valid for at least 6 months after your scheduled return to the UK. Some Countries apply different rules; contact the Embassy of your destination country for current information and any visa requirements.
Children under the age of 16 are now required to have their own passport and are not allowed to travel on their parent’s passport.
From the 1st January 2009, the USA has introduced a new visa waiver Programme. Any international traveller to the USA from this date onwards will now be subject to enhanced security requirements and must apply for authorisation. Passengers will have to complete an ESTA Form at least 72 hours prior to departure. All persons travelling to the USA must now hold a machine readable passport.
Bookings are accepted on the condition that passengers are British nationals and hold a valid British passport. Should this not be the case, Flexi-Vacations Ltd must be made aware prior to booking. Failure to do so could result in amendments or cancellation without notice and subject to our cancellation polices.