our commitment to you - your flight

You will be informed of the airline(s) operating your package holiday flight(s) at the time of booking. A list of all aircraft and airlines we anticipate using is shown in our Essential Information / Holiday FAQ’s section. Flight timings planned are also given for your guidance but your actual flight timings will be those shown on your airline itinerary (or tickets) which you should check carefully as soon as you receive them. We may substitute alternative airlines and/or aircraft and/or airports of destination if necessary, in which case, subject to the note below on the Community List of banned carriers, you cannot transfer to another holiday or cancel without incurring normal cancellation charges (see clause 14 under ‘If You Cancel Your Booking’). Any such change will be a minor one not entitling you to compensation, though we shall notify you or your travel agent of the identity of any substitute airline as soon as possible and in all cases at check-in or at the boarding gate. Where we substitute the airline or aircraft we had originally intended to use in connection with your holiday, it may as a result not be possible to provide any in flight catering which had been advertised. Any such change will be a minor change not entitling you to any compensatory payment. 

Please note that if you purchase an Instant Purchase flight from us, this cannot be changed or refunded. If you require a more flexible option, you should select another flight.

Note: EC Regulation No 2111/2005 requires the establishment of a Community list of carriers which are subject to an operating ban throughout the EU and publication of that list to passengers. See:  http://europa.eu.int/comm/transport/air/safety/flywell_en.htm. In the event that the assigned airline or any substitute airline is or becomes listed on the Community list you may be entitled to reimbursement or re-routing if your flight is cancelled because it is subject to an operating ban. Further information can also be found on the CAA’s website at http://www.caa.co.uk.

Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in the clauses above (clauses 3 and 4). If your airline does not comply with these rules you should complain to the Civil Aviation Authority on 020 7240 6061 or at passengercomplaints@caa.co.uk. 



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