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The use of this website (the "Site") and all travel services offered by us are booked subject to our terms of business, as set out below (the "Terms of Business"), and the terms and conditions of the actual supplier of your travel services (our "Suppliers"). You must ensure that you have read, understood and agree to them. If you have trouble accessing them or understanding them, please contact us before making your booking.
You consent without qualification to the Terms of Business when you use the Site. If you disagree with any part of the Terms of Business, you may not use the Site in any way. The information on the Site is directed solely at those who access the Site from the United Kingdom mainland. Our business and the services we offer are governed by the applicable laws of England and Wales. No warranties and/or representations of any kind, express or implied, are given as to the compliance of the information shown on the Site, the services offered by us or our Suppliers, any information relating to such services and our business in any respect with any laws of any other country which do not, in any event, affect or apply to the same.
The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.
We may change any aspect of the Site or its content, including the availability of any travel services, features, information, database or content at any time.
The copyright in the material contained on the Site belongs to its licensors or us. The material may only be used for your own personal use for non-commercial purposes. As a condition of use of the Site, you agree to indemnify us, our officers, agents, suppliers and other partners from and against any and all liabilities, expenses (including legal fees) and damages arising out of claims resulting for (i) your use of the Site; (ii) any material you post to or transmit through the Site including claims for Intellectual Property Right infringement or defamation. The Site is provided on an 'as is' and 'as available' basis. We do not accept any liability in respect of your ability to access or use the Site at any time or for any interruption in that access or use or for any failure to complete any transaction. We do not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.
We reserve the copyright and all proprietary rights in the Site and all content. The material contained within the Site is the property of OHG Accommodation Limited or its affiliates unless identified as belonging to third parties. The name On Holiday Group and any other marks, logos and graphics of On Holiday Group displayed on the Site are trademarks of OHG Accommodation Limited or its affiliates. Other company and product or service names displayed on the Site may be the trademarks of their respective owners. You are not granted any right or license to use any trademarks.
When you make a booking through us, we arrange for you to enter into a contract with the supplier(s) (eg the tour operator, the hotelier, the airline etc) of the travel service(s) you require. The supplier(s) will be named in your booking documentation. For most bookings we act as an agent of the supplier but we act as your agent when making a booking with no frills airlines. This is explained further below. In either case, we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The supplier's terms & conditions will apply to your booking and you must agree to these before making your booking. Any problem with your booking must be sorted out between you and the relevant supplier. We will, of course, do all we reasonably can to assist you to resolve the matter satisfactorily. When making a booking, you are taking responsibility for all those named on the booking and for the relevant payments. These terms of business are governed by English Law and the jurisdiction of the English Courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
Please double check the details on the booking form before confirming your booking. It is very important that passengers' names appear on the booking exactly as they appear in their passports. Note that ages of children should be the age on the date of your return from holiday.
Going On Holiday strongly advise that all passengers take out comprehensive travel insurance to cover themselves against, amongst other things, loss or damage to baggage and possessions (including money), the cost of your cancelling the booking, the cost of medical and other treatment and assistance in the event of illness or accident. Most tour operators make it a condition of booking and some airlines or tour operators may not allow you to travel if proof of insurance cannot be provided. We accept no liability whatsoever arising from your failure to obtain adequate insurance cover. Whether we issued your policy or not, please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance cover.
Unknown to many customers the ATOL bonding scheme does not cover either Low cost airlines e.g. Jet2, BMIbaby, Monarch etc, Scheduled airlines e.g. British Airways or the collapse of an individual hotel. Therefore for any FlightandHotel bookings involving a Low cost or Scheduled airline customers are provided with Supplier Failure cover for £ 7.50 per person admin fee.
Please note that payments of balances due must be received by us no later than 14 weeks prior to travel. Unless you contact our administration department prior to your balance due date, the credit or debit card you used at the time of booking will be automatically debited for the amount due on that date if you made the booking online. If you made the booking over the phone, you will need to call to pay your balance. We reserve the right to charge an administration fee of £35.00 per booking where payments are received after this time. We also reserve the right to levy 4% - 7% of the transaction value where payments are made by credit card. If for any reason we do not receive payment, we shall be entitled to cancel the booking with loss of all monies you had previously paid and any cancellation fees set out in each supplier's terms and conditions. For those making payments online and incorrectly choosing a credit card from the drop down menu, the 4% - 7% fee, once paid, is unfortunately non-refundable. We also reserve the right to levy 4% - 7% of the transaction value where payments are made by credit card or Amex cards.
The following table shows the documentation you will receive in relation to the different types of booking you might make through us. If you don't receive it or don't understand it, please contact us as soon as possible.
Please note that where you have provided us with an email address, this will be our preferred method of communication with you. This may include changes/amendments to your holiday and therefore it is vital that you check your email inbox and your junk/spam mail to ensure that you have all of the necessary documentation to allow you to successfully complete your holiday. We cannot be held responsible for any emails sent, but not read by yourselves.
When you click to book on-line, our system will immediately attempt to book the travel services you have requested with our suppliers. On occasion, it may not be possible to confirm all elements of your booking at the time. In these cases, you will receive an email explaining that your booking is on request. During this time, you should not make any other commitments that depend on the unconfirmed booking with us, as it is possible that we will not be able to confirm your booking. Once we have received confirmation from the supplier, we will contact you by email and/or telephone to let you know that the holiday has been booked. The contract between you and the supplier is formed when we have received your booking reference number from the supplier. Please note that once your booking has been confirmed to us, you can only cancel the holiday in accordance with the relevant supplier's terms and conditions which may result in cancellation charges being payable by you. Equally, you may also be subject to our cancellation charges to cover our administration costs. You should receive confirmation of your booking within 48 hours of your booking request being made. In most cases bookings will be confirmed by email only. We cannot be held responsible where an email does not arrive with you. Unless you have received an email notifying you that your booking request has been cancelled, you must not assume this to be the case. If you wish to check on the status of your order after a 48 period has passed, please call 0800 091 3880.
Please note any incorrect information on any documentation received from us must be brought to our attention within 72 hours if travelling outside of 14 days or 24 hours within 14 days of receipt of any communication from us, failure to adhere to this may mean you are liable for additional charges and may not be able to travel.
Customers should also note that each booking is treated separately on our online booking system. If larger groups want to be sure of sufficient availability for any flights / hotels they should call our call centre. If two parts of the same group book online on two separate bookings and the holiday availability expires between the two bookings we regret that we will be unable to cancel the first booked holiday without applying cancellation charges as levied upon us by the relevant supplier(s).
Every care is taken to ensure our systems are up to date and correct. Please be aware however that as we use third party data, there may be occasions where the prices shown are incorrect or inaccurate. Please accept our apologies for any accidental misrepresentations on this website or other affiliated sites.
Only the lead passenger on your booking can cancel or amend your holiday. Charges will be levied by the supplier and by us as detailed below. These are set out in the relevant supplier's terms and conditions and you will also be advised of these at the time of making the amendment or cancellation. Please note any incorrect information on any documentation received from us must be brought to our attention within 72 hours if travelling outside of 14 days or 24 hours within 14 days of receipt of any communication from us, failure to adhere to this may mean you are liable for additional charges and may not be able to travel.
As you are booking a tailor made tour, and each element of your holiday e.g. Flight/Accommodation/Transfer is booked separately and independently with each company, therefore different fees for cancellations and amendments can apply to each element of your trip.
If you decide to cancel your flight, charges will be applied by both the individual suppliers and us as the agent. These charges are set out below:
If you wish to amend any element of your flight e.g. dates/names etc, we will contact the supplier and endeavor to action this for you. We cannot guarantee that amendments will be accepted by our supplier and we will inform you of this as soon as we can. Charges will be applied by the supplier and us as the agent and are detailed as follows:
If you wish to amend any element of your flight eg dates/names etc , we will contact the supplier and endeavor to action this for you. Some suppliers insist on talking only to the lead passenger in the booking and therefore on occasion, you may need to contact the supplier yourself to action any changes. We cannot guarantee that amendments will be accepted by our supplier and we will inform you of this as soon we can (eg. Many low cost carriers do not allow ANY changes if a customer has checked in online)
If you decide to cancel your accommodation, charges will be applied by both the individual suppliers and us as the agent. These charges are set out below:
If you wish to amend any element of your hotel accommodation eg dates/names etc , we will contact the supplier and endeavor to action this for you. We cannot guarantee that amendments will be accepted by our supplier and we will inform you of this soon as we can. Charges will be applied by the supplier and us as your agent and are detailed as follows
In certain circumstances we apply a service charge for the services we provide.
All passengers must have a 10-year British Citizen passport. You should note that most countries require your passport to remain valid for a minimum period after the return date to the UK (typically 6 months). If your passport is in its final year of validity, or you hold an overseas passport, you should check with the Embassy of the country you are visiting, otherwise travel may be denied. As it is not possible to claim against your insurance cover should travel be refused in these circumstances, we suggest you allow plenty of time to make these checks. Overseas nationals are responsible for ensuring that their passport allows travel to their chosen destination and customers should ensure that they are in possession of any visa necessary to enter the country of their chosen destination. We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we, nor the supplier, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
You may wish to obtain a copy of a useful booklet called Health Advice for Travellers (T&) available from post offices or by calling 0800 555 777. Up to date travel advice can also be obtained from the Foreign & Commonwealth Office website www.fco.gov.uk or from the ABTA advice line 0901 201 5050 (note that this is a premium rate line). We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. You are responsible for any visa or inoculation requirements for your destination(s).
Naturally, we hope your travel arrangements run smoothly and you have a great holiday. Occasionally, of course, you may have cause for dissatisfaction. In such circumstances, you should immediately (while you are still on holiday) inform a representative of the relevant supplier. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you are not satisfied with the outcome, you must follow this up in writing (by post only) immediately on your return to the UK (or at the very latest within 28 days) directly with the relevant supplier.
Failure to inform us/your supplier of any complaint within 28 days of your arrival home, may mean the supplier refusing to consider your complaint.
The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other trans-national serious crimes.
If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.
Flight availability and pricing: The prices and availability of the flights we advertise are sourced from our suppliers, either directly or indirectly. The information you see when a search returns its results may be out of date. It is only when we connect to the supplier to confirm pricing and availability, both of which are in the discretion of the supplier. Prices may, therefore, go up or down. Note that prices do not include in-flight meals unless explicitly stated.
When booking charter flights on your behalf, we are acting as agents of the charter operator and they pay us a fee in consideration. When booking low cost carriers, we act as your agent. Thus we search our flights database on your behalf and if you choose to buy a no frills flights, we will buy the relevant flight(s) on your behalf from the airline, usually using your card directly on the airlines website. We will add a fee to the price of the flight(s) which will never exceed the higher of £20 or 10% of the price of the flight(s). The airline will email you confirmation of the booking. You will be subject to the terms and conditions of the relevant no frills airline which are deemed to be incorporated into this contract. They can be accessed from the relevant airline website. If you have any query in respect of the flight, please contact our the airline directly, if we action any amendments to your booking please bear in mind, however, that if the low cost carrier imposes any fee or charge on us to effect any changes to your booking, we reserve the right to pass on the charge to you, along with our own administration charges as set out in here.
Flight times and tickets: Flight times published by most airlines, charter operators and tour operators (and therefore shown on our website) are provisional and may be changed by the relevant supplier (as per their terms and conditions of booking). You must, therefore, check your flight times 48 hours prior to departure as per the supplier's instructions. This applies to both your outward and homeward flights as changes to flight times may be made during your time abroad. We cannot be held responsible for customers missing flights who have not followed these instructions. You must contact us one week prior to departure if your travel documents have not been received or if you do not have a flight reference number for a ticket on departure booking. We will not be responsible for the loss of any items sent by email or post unless such loss is due to our negligence. Please note that in certain cases, flight suppliers may not provide flight times on our website. Where this is the case, our website will display flight dates only. Customers should note that the inbound flight may take off in the early hours of the morning of the day following the date displayed.
All hotels featured in our programme are booked through the tour operator / hotel supplier on your paperwork. Although we cannot check every one of these hotels every season, the ratings featured in our advertising and/or on our website are the suppliers' own ratings and are closely based on the official tourist board ratings. It is important that customers are happy with their choice of hotel at the time of booking.. After registration, on arrival at your accommodation, you will be allocated a room. When travelling on flights departing the UK after midnight, your room will be reserved from the previous day. You must normally therefore check out of your room by 12 noon on the day before a night flight home or on the departure date for an evening flight. However this is not guaranteed and where available may be charged for separately on the spot. If we were not to book the hotel until the day that you land (for flights landing in the early hours of the morning), you would not be able to access your room until hours after your arrival in the hotel. Most hotels provide a late checkout facility. This will usually incur a small charge payable on the spot (it is impossible for us to prepay this charge) and should be requested at the start of your stay so as to avoid disappointment.
Flightandhotel is committed to ensuring its website is accessible to all users. As our site is constantly reviewed we would welcome any comments you may have on accessibility issues. We recommend using Microsoft Internet Explorer 5.5 Service Pack 1 or higher to provide you with the highest level of browser accessibility. If you are blind or visually impaired we recommend JAWS for Windows version 3.31 or later for the best speech synthesis.
JAWS, a screen reader for Windows. A time-limited, downloadable demo is available.
Lynx Browser, a free text-only web browser for blind users with refreshable Braille displays.
Links Browser, a free text-only web browser for visual users with low bandwidth.
Opera, a visual browser with many accessibility-related features. A free downloadable version is available. Compatible with Windows, Macintosh, Linux, and several other operating systems.
Although we continue to test and modify our Web sites for accessibility, there may be some legacy pages and pages developed by third-parties that are not fully compliant with our standards. If you would like further information about our accessibility statement or if you are experiencing problems accessing the flightandhotel website, please contact 0800 0914 140.
Last updated: 01 Oct 2013