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COMPANY INFORMATION



Who is I Fly Holidays?

I Fly Holiday is a trading name of KPX Travel, which is an independent travel agency that has been established over the years. Our aim is to provide you with impartial advice to enable you to book a holiday without any hassle. We are confident that we offer great holidays at competitive prices. All our staff have great knowledge and experience which will enable you to have a great holiday experience from start to finish.


I am unsure about booking my holiday on the internet, is there someone I can talk to and make my booking over the phone?

Yes of course, please feel free to contact our friendly and experienced sales staff on 0844 330 56 57 We are able to take your phone calls from 9am - 10pm Monday to Friday, 10am - 7pm on Saturday and from 10am - 5pm on Sunday. Our offices are situated in London so you won’t be calling a call centre abroad.


Can I trust I Fly Holidays and is my money safe?

I Fly Holidays are members of the Association of British Travel Agents (ABTA). Our ABTA Number is K8020, our ATOL Number is 6042. We act as agents for licensed tour operators; all Charter flights are licensed and bonded by the Civil Aviation Authority (CAA).


Are my personal details safe?

We at I Fly Holidays are extremely cautious and adhere to the Data Protection Act, 1998. All personal details are stored in accordance to guidelines; we never release any of your personal information to third parties.


Is it safe to book online?

Yes, when you book a holiday through our website, all your personal and payment details are safe and secure and the details are transmitted through a secure server.


Is my booking governed by the Package Travel Regulations?

We act as an Agent only for Principle Tour Operators, by making a reservation with I Fly Holidays you agree and accept that the various component(s) which are used to make your reservation with various travel providers (Principles), you will be bound by the terms and conditions of the Principles and I Fly Holidays. None of the bookings we make for our customers that comprise of more than one element are classed as package holidays as defined by the Package Travel Regulations 1993 and the Civil Aviation Regulations 1995, Amended 2003. I Fly Holidays DOES NOT act as a Tour Operator or Principle.


MAKING A BOOKING



Are Prices Guaranteed?

No, any price quoted on the telephone is only for the call duration and online whilst that current page is open. Prices do fluctuate with tour operators and availabilty of flights and accommodation does change, as we are Agents we have no control over this, I Fly Holidays is confident that all prices, products and services are competitive.


Can the price change after the booking has been confirmed?

Once a reservation has been completed and monies have been debited from your payment card a contract between you as a customer and I Fly Holidays is in place. Therefore I Fly Holidays gaurantees any price quoted to you at this stage. However, there are two exceptions to this: if there is a variation of Fuel and Tax costs if imposed by the Principles and Tour Operators in accordance with their Terms and Conditions. When paying a deposit only on a schedule flight the total flight price can not be confirmed until the the full balance is received, a deposit simply secures a confirmed seat on the aircraft but does not guarantee the flight price.


How can I book?

You have one of two ways of booking a Holiday through I Fly Holidays, either through our website www.iflyholidays.com or by contacting a sales agent on our Reservations number: 0844 330 56 57


How Can I make payment for my holiday?

We accept all major forms of card payments* (card charges apply.) Alternatively you can pay by cash or cheque paid directly into our account (details available by customer services on 0844 330 11 58, the travel component(s) being purchased will not be confirmed untill the cheque has cleared fully in our account. We also accept cheques for balance payments but not for deposit payments. (Please note that should you wish to pay by cheque that on the reverse of it you write the lead passengers name, departure date, and booking reference. Please note that we do not accept post-dated cheques and uncleard cheques will incurr charges and may affect the holiday booking.)

Card Authorisation charges:

Credit Cards (VISA & MASTERCARD): 2%

American Express: 6%

Debit Cards (VISA, ELECTRON, SOLO, MAESTRO, SWITCH, OTHERS): £3.00 per transaction

Please note these charges will apply each time the card is used as a method of payment.


Can I pay a Deposit for my Holiday?

Booking a holiday on a deposit is acceptable depending the departure date is not within a 10 week period and what type of fare and ticket you are purchasing. All low cost and Scheduled airlines require full payment at the time of booking.


When is the balance due?

The balance due date is 10 weeks prior to travel date. It is very important that full payment is received within this period so that you do not incur late payment fees. If you fail to pay your balance in a timely manner, this could result in your booking being cancelled.


Will I be sent a receipt?

If your booking has been made online through our website then email generated documentation is sent you outlining your payment details. Should you require a receipt then please enclose a stamped addressed envelope to us and we will send you a receipt accordingly. All bookings confirmed over the telephone will have all documentation and receipts posted out to there address. For all documentation that can not be electronically dispatched a £2.50 postal charge will be incured.


What are the payment terms?

Full payment for any holiday is due 10 weeks prior to departure, if this is not adhered to, LATE PAYMENT CHARGES will be applied. If your having trouble settling your account then please contact our administration department on 0844 330 11 68 to discuss all options available to you. Should we not hear from you then the following will be applied:

Late Payment Charges:

If your balance is coming overdue we will either send you a Letter / Email or call you requesting for the balance to be cleared by the specified date. If you we do not receive this payment by the specified date then an urgent overdue letter will be sent out to you with a £10 administration charge automatically added onto the remaining balance. If we still have not received the settlement of the balance, a second letter will be sent stating your booking will be cancelled if payment is not received, and this letter will be charged at £25.00 which again will automatically be added onto your remaining balance. If payment has still not been received your booking will automatically be cancelled with a full loss of all monies paid, and legal action may be taken to recover the outstanding amounts. Each case will be assessed on an individual basis.


Amendment & Cancellation Charges:

For any amendment or cancellations, I Fly Holidays are permitted to make an additional surcharge of £20.00 per person over and above the Travel providers costs for the amendment or cancellation.


LOW COST AND NO FRILLS AIRLINES



What if I have booked with a no frills airline?

If and when you complete a reservation with a No Frills Airline you are the Principle of the booking and you are authorising us to act as your Agent. Please note that ATOL protection is NOT in place for any No Frills Airlines and that should anything undue occur you are NOT covered by the CAA. In some cases to complete a certain element of the booking your card details and possibly email address will be used to pay for the flights, and the information provided will be inputted directly onto the low cost provider’s website (should you not have an email address I Fly holidays shall use one of theirs however this does not alter the fact that you are still the principle and that we only act as an agent.) Therefore, I Fly Holidays has no further dealings with any further correspondence including: flight changes as these will be emailed directly to you by the low cost carrier. Should any changes occur on your booking as a customer its your responsibilty to contact our administration number on 0844 330 11 68 to inform them so that transfers on arrival and or departure can be amended in good time.

It is very important to note that with low cost carriers they have different policies in comparrison to other Travel providers and airlines. One of these would be Luggage allowance more often than not this comes with a fee and must be pre-booked and the weight restictions differ between all the airlines. As these are low cost carriers they do not provide you with tickets, you are able to take your reference number along with your passports and any other documentation to obtain your boarding passes, or alterntively should you have checked in on-line you must print out your boarding passes before your departure to ensure a swift process to the baggage screening area. Please note that its your responsibilty to check any Terms and Conditions governing your booking. With Low cost airlines full payment is always required at the time of booking, any amdenments will be charged accordingly, and cancellations will result in 100% loss of all monies paid.


DOCUMENTATION, TICKETING, BAGGAGE AND CHECK - IN



How and When will I receive my paperwork?

All bookings made on our website will be emailed to the email address given at the time of booking. The booking confirmation, any relevant vouchers (one per booked component) will be emailed within 5 hours of confirmation (in some cases some confirmations may go into junk mail.) If you have requested your paperwork via printed format to your home or booked your holiday over the telephone with one of our representatives, then your paperwork will be dispatched within one week. If you purchase flight tickets from us the confirmation will only be sent to you once the balance has been paid in full. Please note that any e-tickets will be sent by the above process, for any paper tickets these will be posted to the address that was provided at the time of booking, for any tickets that are to be posted these will be sent to you seven days prior to departure. If this is not revieved within this timescale please contact our administration department on 0844 330 11 68


If I booked a last minute holiday, will I receive my paperwork in time?

If you have booked your holiday less than seven days before departure, the tour operator will automatically arrange for you to collect your tickets at the airport. With bookings made using No Frills airlines an E-ticket will be emailed to you with your relevant paperwork or alternativily a refernce number provided by us will be sufficient enough for you to get your boarding pass at the airport upon check-in. We can send out paperwork through an Express Next day courier at a charge of £19.95 if required.


Do I have to check my paperwork and what if there is a mistake on it?

As soon as you receive your documentation its vital that you check through all your paperwork. The lead passenger is responsible for ensuring that all documentation is received and checked before travel. I Fly Holidays do not accept any responsibilty if the client and party does not travel with the correct documentation. Errors and omissions need to be reported to our Administration department on 0844 330 11 68 as soon as possible, and some errors and omissions maybe subject to a change fee applied by I Fly Holidays over and above the Principles and Tour Operators charge.


What documentation do I need to bring with me?

All components of your trip will require either a ticket or a voucher. Please make sure that you have received all the necessary paperwork in good time to your deparure to avoid any problems at your depature or arrival at destination. I Fly Holidays does not accept responsibilty for any costs incured due to any passengers not travelling with the correct or incomplete documentation.


What is my luggage allowance? And are there any restrictions on my hand luggage?

Luggage allowances varies depending on the terms set by the Travel Provider or Principle, and also may vary on the type of ticket purchased. To ensure that you are travelling with the correct luggage allowance please check this on your flight ticket or itinerary. In some cases extra luggage can be pre-booked and this will normally be cheaper than paying the excess baggage surcharge that is applied at the check-in desk by each individual tour operator.


How many hours before my flight do I need to be at the airport?

Due to the added extra security now in place at most major international airports it is vital that you arrive at the airport in plenty of time to check in for your flight. Please look below at the rough guide below for check-in times.

  • Long Haul International Flights- You need to check in 3 - 4 hours before your departure time
  • Short Haul international Flights- You need to check in 2.5 hours to 3 hours before your departure*


ALTERING AN EXISTING BOOKING



What if I want to cancel or change my booking?

Should you need to cancel or change your booking for any reason, in accordance with the Data Protection Act we are only permitted to speak to the Lead Passenger on the holiday booking. Any change that is requested and can be done for you will only be completed once the request has been provided to us in writing by email or post, please note that any costs for any changes will be calculated based on the day of the change, and subject to the price that the Travel Provider has. Please note that all Scheduled Airlines and No Frill flights are non refundable and any cancellations will result in 100% loss.

For any amendment or cancellation I Fly Holidays are permitted to make an additional charge of £20.00 per person over and above the cost that the Travel Provider may impose.


Why can alternations only be done by the lead passenger?

Any amendments, cancellation, changes and discussion for any booking can only be done by the Lead Passenger as they are in a contract with Travel Providers, Principles and I Fly Holidays. Lead passengers accept full responsibility for the booking, all members, checking of all documentations, and all financial aspects of the booking.


Can the Travel Provider change or cancel my flight or change my accommodation?

Sometimes, Travel Providers and Accommodation providers may have to change flights and Hotels due to conditions out of their control. In reference to Accommodation changes the Travel Provider will provide the same, alternative or a better standard of Accommodation. Any changes that occur will be within the Travel Providers Terms and Conditions, and I Fly Holidays does not accept any liability for any changes to any elements.


FLIGHTS



What if my flight is delayed?

Should your flight be delayed at the airport you will be cared for, assisted, and provided information by a Representative of the airline, this is in accordance with the EU Legislation of 2005- rights. Should you require any information on your rights this can be viewed on www.europa.eu.int/comm/transprt...dex-en.htm

Should you encounter a major delay please advise our Administration department so that Hoteliers and transfer companies can be advised accordingly.


What if my flight is cancelled?

Sometime, however very rare your flights might be cancelled due to reasons or circumstances beyond the Travel Providers control, circumstances maybe adverse weather, problems with the aircraft where it has been deemed unsafe to fly. In these circumstances you will be cared for by the representatives of the airline. Should you require any further assistance please contact our Administration department on 0844 330 11 68 and advise us if you are still travelling, and if so the new flight details so we can advise the transfer and accommodation provider. If are no longer going to travel then depending on your insurance policy you maybe entitled to make a claim through your Travel Insurance Provider (I Fly Holidays does not have involvement with any claim.


What if my flight is cancelled?

Sometime, however very rare your flights might be cancelled due to reasons or circumstances beyond the Travel Providers control, circumstances maybe adverse weather, problems with the aircraft where it has been deemed unsafe to fly. In these circumstances you will be cared for by the representatives of the airline. Should you require any further assistance please contact our Administration department on 0844 330 11 68 and advise us if you are still travelling, and if so the new flight details so we can advise the transfer and accommodation provider. If are no longer going to travel then depending on your insurance policy you maybe entitled to make a claim through your Travel Insurance Provider (I Fly Holidays does not have involvement with any claim.


What if I miss my flight?

Should you miss your outbound flight it’s your responsibility to inform us, so we can advise as many Travel Providers as possible so they can class you as a ‘no show’, in addition your inbound sector will be cancelled. Should you miss a flight and are taking an alternative outbound arrangement please inform us so we can re-protect your in-bound flight, and inform the transfer or accommodation providers if this is applicable. In some cases we maybe able to assist you in finding an alternative flight if this is the case please call our Customer Services Department on 0844 330 11 58


What is force Majeure?

This term refers to circumstances and situations which are completely out of the hands of any Travel Provider. Some of these circumstances and situations maybe riots, civil strife within the Country, industrial disputes, war, threat of war, adverse weather conditions, nuclear or natural disasters, government, political instability and or terrorist activity. I Fly holidays does not take responsibility for any problems that may arise however suitable assistance will be given by Travel Providers wherever possible.


Can I pre-book my seats/extra leg room/ excess luggage?

Extra’s can be booked depending on the airline that you have a reservation. Please contact our Administration Department who can check availability and prices. (Please note that all prices and availability is only valid for certain duration please clarify this with the sales agent.) Scheduled airlines we can pre-assign your seats according to your preference but these are always a request and never a guarantee. To ensure that you get the preferred seats it’s advisable to get to the airport early for check-in. unfortunately, for low cost carriers we are unable to pre-assign seats as they do not have the facility to pre allocate seats however they do have a facility to pre-book your seating requirements at a surcharge which varies between all the No Frills airlines. If you would like us to inform your scheduled flight carrier of your seating preference then please contact Administration Department on 0844 330 11 68


Which terminal is my flight from?

On your E-Ticket or documentation the departure and arrival terminal information will be displayed. However if you are still unsure about which terminal you are departing from then please contact our Administration Department on 0844 330 11 68 or you can check online by visiting www.baa.co.uk


ACCOMODATION



What is provided under the All Inclusive offer?

The term All Inclusive various widely as some Travel Providers have accommodation offering All Inclusive Light (which normally means locally produced alcoholic drinks included at meal times only), or the complete All Inclusive package (normally buffet breakfast, lunch, dinner, snacks, locally produced alcoholic and non alcoholic drinks.) When searching for Accommodation and on the Hotel Voucher it’s important to check what type of All Inclusive you are purchasing or to check the voucher is right. All Inclusive packages sometimes can be restrictive in terms of meal times, food and alcohol that is provided, majority of the hotels will have buffet style food, some hotels may have A La Carte available and may offer customers certain use per week, please check with the hotel. Certain hotels also feature water sports, gym, other sports facilities and spa facilities but these do vary on the hotel and it’s important to check exactly what is available prior to your departure. Should you require clarification on what is included in the All Inclusive package you can contact us and we can advise or get clarification from the Travel Provider.


How is the Hotel rating awarded?

Hotels have official star rating which are awarded by the Local Tourist Board and therefore this will vary from country to country that you are visiting. Official rating is comprised from a hotels facilities and amenities that they provide. In addition each Travel Provider also awards each property their own rating which may differ between Travel Providers and from the official rating of a hotel. Travel Providers derive their star rating from their experience and customer feedback. All hotels no matter of their location adhere to the local Health and Safety standards and guidelines.


How is the Hotel rating awarded?

Hotels have official star rating which are awarded by the Local Tourist Board and therefore this will vary from country to country that you are visiting. Official rating is comprised from a hotels facilities and amenities that they provide. In addition each Travel Provider also awards each property their own rating which may differ between Travel Providers and from the official rating of a hotel. Travel Providers derive their star rating from their experience and customer feedback. All hotels no matter of their location adhere to the local Health and Safety standards and guidelines.


What are the check in and check out time?

Check-in and check-out times change depending on hotel and destination, as a guideline check-in time would be 12:00 midday on the day that the accommodation starts from, and check-out would be 10:00am on the day of your departure. As a general rule if you have opted for the All Inclusive Package this will end at check-out time, example: your flight departs at 15:00 hours but the check-out is at 10:00 hours then the All Inclusive package ends at 10:00am hours.


What are the check in and check out time?

Check-in and check-out times change depending on hotel and destination, as a guideline check-in time would be 12:00 midday on the day that the accommodation starts from, and check-out would be 10:00am on the day of your departure. As a general rule if you have opted for the All Inclusive Package this will end at check-out time, example: your flight departs at 15:00 hours but the check-out is at 10:00 hours then the All Inclusive package ends at 10:00am hours.


Can I get an early check-in or a late check-out?

Both an early check-in and late check-out is dependent on the hotelier’s discretion and on availability. Sometimes hotels may charge a supplement for this service, alternatively we can request the early check- in or late check-out but these are never a guarantee. Should you require the additional nights we can book these for you to ensure an early check-in or late check-out. You can call our Administrations Department on 0844 330 11 68 if you would like to add this to your reservation.


Can I get an early check-in or a late check-out?

Both an early check-in and late check-out is dependent on the hotelier’s discretion and on availability. Sometimes hotels may charge a supplement for this service, alternatively we can request the early check- in or late check-out but these are never a guarantee. Should you require the additional nights we can book these for you to ensure an early check-in or late check-out. You can call our Administrations Department on 0844 330 11 68 if you would like to add this to your reservation.


I would like to make a special request?

Both an early check-in and late check-out is dependent on the hotelier’s discretion and on availability. Sometimes hotels may charge a supplement for this service, alternatively we can request the early check- in or late check-out but these are never a guarantee. Should you require the additional nights we can book these for you to ensure an early check-in or late check-out. You can call our Administrations Department on 0844 330 11 68 if you would like to add this to your reservation.


I would like to make a special request?

Special requests are never a guarantee these are put as notes between Agents and Travel Provider. Special requests may include such things as pool or sea views, mid or high floors, rooms close by to each other etc, with some Travel Providers will not show special requests on their vouchers are these are not guarantees. Special requests are subject to availability and at the discretion of the hotel hotelier. In some occasions it maybe possible to guarantee a specific request by paying a supplement, this maybe a particular room type or view. (If special requests can’t be provided I Fly Holidays is not responsible or has no liability for this.)


Can we get charged at the hotel for service?

Hotels may charge customers for certain facilities and reserve the right to make these charges, things that they may charge for may include spa and gym facilities, safety deposit boxes, mini bar air conditioning use (these are just some.) In some hotels a deposit or bond is required against damage, which is returned at the end of the stay after inspection; however some hotels may ask that you provide them with Credit Card details be left as payment for any extra that you may use throughout the stay.


Can the Hotel withdraw or close advertised facilities?

Facilities at the hotel may vary depending on the season that you are travelling and this can be removed or closed at the discretion of the hotelier. If I Fly Holidays has been advised of any changes we will inform you providing we are advised by the Travel Provider. Sometimes, a hotel maybe forced to close for unforeseen circumstances in this case you will be advised and suitable alternatives will be provided by the Travel Provider, all information needs to be received by I Fly Holidays by the Travel provider regarding changes so we can inform you.


PERSONAL CIRCUMSTANCE ISSUES



What if I am pregnant?

As a general rule if you are pregnant up until the 28th week you are permitted to travel, however you should consult your doctor should you have any queries. Should you wish to travel between the 28 week and 32 week period it’s your responsibility to obtain permission from the airline first and then it’s your responsibility to obtain a valid doctors note re-confirming that you are fit for travel. After 32 weeks you are NOT permitted to travel.


What if I have infants travelling with me?

An infant must be over 2 weeks to travel, but must be under 2 years of age on the date of return from travel. In reference to tickets, infants will be issued with a ticket but not allocated a seat, with regards to luggage this will depend on the Travel Provider and you should confirm this with them prior to your departure.


What if I am disabled?

It’s highly important that you advise us of your disability so all arrangements can be made in reference to airport assistance, wheelchair and any other request you may have. With some airlines it’s important to advise us of what your actual medical condition is, and in some cases a letter maybe required. If disabled rooms are required you should advise the sales agent before making a booking as they may need to contact the Travel Provider before hand to need out the availability and suitability of the accommodation. It’s imperative to inform us of all restrictions, mobility issues as some hotels and or areas maybe on a steep incline and hilly areas, also all special requests should be notified to the sales agent or our Administration team prior to travel.


ON HOLIDAY AND HAVING PROBLEMS



What do I do if I have a problem with my hotel?

Should you encounter a problem whilst on holiday with your hotel your first port of call should be the hotel reception and to the Hotel Manager who will hopefully on most cases be able to resolve any problems that you maybe facing. Should this not process not have a satisfactory outcome and the problem or situation still persists then the Travel Provider’s local office, full details of the local office will be listed on your Accommodation Voucher. On the rare occasion should the problem still persist you can call us on our emergency number on 0844 330 64 65 and we will be able to assist you with your problem and as we act as an agent we can mediate between the Travel Provider and yourselves to resolve any problems.


If I have an accident or become ill whilst aboard what can I do?

If you or any passenger has an accident whilst booked into a Hotel you need to report it to the Reception and file a report in the accident book which must be available to you by law, you also need to complete another form with the Travel Providers local representative. In addition it’s necessary to inform I Fly Holidays of the incident.


Whilst on holiday do I have a representative?

In the unlikely event that you need to contact a representative whilst on holiday you will find telephone numbers of a local office of the Travel Provider on your accommodation voucher or travel documentation. You can arrange for a visit at your hotel and discuss any problems within the accommodation. It’s also your responsibility to inform us of any problems that you maybe facing, please note that this facility is only open during office hours.


COMPLAINTS PROCEDURE



What is the complaints procedure?

Should you have complaints regarding any aspects of your holiday you should write to us within 14 days from your return date of your travel. No complaint can be placed on record on verbal basis. Should you require writing a letter to us please ensure that full details, including any documents, documentary evidence, receipts or photographs.

Simple steps that we take:

  1. Send out an acknowledgement receipt once we have received your letter
  2. Send your Original letter as well as any evidence to the Travel Provider or Providers involved.
  3. Once the travel provider has received your letter they will send out an acknowledgement letter and we shall forward to you for your reference.
  4. Once the Travel Provider has investigated any comments or claims they will write to you regarding the outcome, once this initial letter has been received we forward to you also.
  5. Should you wish to appeal the letter you may do so in writing and send to our office and we can forward to the Travel Provider again.

VISA INFORMATION



What are the passport and visa regulations?

As a customer it remains your responsibility to ensure that you have a valid passport to travel for the whole duration of your trip. It’s vital that you have six months validity on your passport on the return date. In addition some countries may require you to take appropriate Visa and its your responsibility to ensure you have the correct visas in place depending on your destination and your Nationality. Should you have doubt about Visas or regulations you can check with the appropriate Embassy or Consulate. Please find below two useful sites which may assist or answer you question.

http://www.ips.gov.uk/


USA do I need a Visa to travel, and how do I apply?

Any passengers travelling to the USA needs to complete the Visa Waiver Programme which allows passengers to have pre-authorisation to travel, some may know this as ESTA (electronic system for travel authorisation,) the system determines if the passenger(s) are able to travel and is based on an automated system. Please note that any approved ESTA applications will last for two years and you are able to make multiple trips, however should your passport expire you will need to complete the Visa Waiver Programme in again. Its vital to apply at least 72 hours prior to travel as any later and you may run the risk of not getting the confirmation and you CAN NOT travel without it.

To complete the Visa Waiver Programme you need to log onto https://esta.cbp.dhs.gov this equals to the same as the green form which is filled in on your flight. In order to complete the form for will need to provide them with the following details, passport details, any health issues, any arrests, convictions, visa refusals, as well as others. There is a section for flight information and address of residence in USA however this part of the form is optional. Please note that on your travels you may still be asked to complete the green form as this method has not been completely phased out as of yet.

Please find below two useful sites which may assist or answer you question.

http://www.usembassy.org.uk/

I Fly Holidays does not accept responsibility if any passengers have not got the correct documentation for their travel arrangements, these include Passports, Visas and health requirements. Not having these may mean not being able to board a flight or vessel and incurring full loss of monies, no refund is applicable.


WRITE TO US



iflyholidays.com

PO BOX 936A

SURBITON

KT1 9QZ