Welcome to Universal Flights - Please Read Before Booking

We know terms and conditions can feel a bit overwhelming - but they're important. They lay out what you can expect from us and what we need from you to make your trip smooth and safe.

Universal Flights is a trading name of Universal Travel Synergy LTD, registered in England and Wales (Company No. GB-10720435). Our address: 128 City Road, London, EC1V 2NX.

Your Agreement With Us

By booking with Universal Flights (whether online or over the phone), you're agreeing to these terms. “We” or “us” refers to Universal Flights, and “you” means the lead passenger making the booking (and anyone else travelling with them).

You can book:

• A full holiday package (flights, hotel, transfers etc.)
• Or just parts of a holiday (like flights or accommodation)

Different terms apply depending on what you book - we'll make it clear when you do.

Package Holidays

If you book multiple travel services that form a significant part of your trip (e.g. flights + hotel), it counts as a Package Holiday. In this case, Universal Flights is the organiser, and you'll be financially protected under the Package Travel Regulations 2018. See Sections A and B for the full lowdown.

Individual Travel Services

If you're only booking one part of a holiday (like a flight), we act as an agent for that airline or hotel provider. In these cases, please see Sections A and C for details

Booking Basics

When you book with us:

• You confirm that all travellers have agreed to these terms.
• You're happy for us to use the personal details you give us (in line with our Privacy Policy).
• You're over 18 and legally allowed to make this booking.
• You're responsible for paying for the whole booking.

Please double-check that all names match passports - even small mistakes can lead to extra charges.

How Booking Works

• Online Bookings: You'll need to enter the correct details (e.g. names, travel dates) yourself. We can't be responsible for errors you make during booking.
• Phone Bookings: You'll give us your details over the phone - please take extra care to ensure they're correct.

We can't guarantee your booking until we've received your deposit (or full payment) and sent a confirmation invoice.

Paying for Your Trip

• You'll need to pay a deposit or the full balance depending on your booking.
• The balance is due by the date shown on your invoice.
• If you don't pay on time, your trip could be cancelled, Deposit & partial payments will be forfeited, or cancellation fees will apply.

Passports, Visas & Health

You're responsible for making sure:

• Your passport is valid (usually at least 6 months beyond your return).
• You have the right visas for the countries you're visiting.
• You've met any health or vaccination requirements.

We're not liable if you're denied boarding or entry because of missing documents or requirements.

Special Requests & Health Issues

Got dietary needs or accessibility requirements? Let us know early. We'll do our best to accommodate you - but we can't guarantee every request will be met.

Behaviour Expectations

We want everyone to enjoy their holiday. If someone in your group behaves badly or causes damage, we may have to end your trip early - and you'll be responsible for any extra costs or claims that result.

Travel Insurance - Don't Skip It

You must have suitable travel insurance - covering things like cancellations, medical emergencies, and lost luggage. Without it, you'll be responsible for costs that come up unexpectedly.

Changes & Cancellations (By You)

• If you cancel or change your plans, please tell us in writing.
• Fees may apply (see Section B or C for details).
• Some services (like flights) can be non-refundable unless you selected a flexible option at the time of booking.

Complaints or Problems

If something isn't right while you're away:

• Tell the supplier (hotel, airline etc.) right away so they can try to fix it.
• Still not happy? Contact us as soon as possible.
• You have up to 28 days after returning home to raise a complaint with us.

We also offer an independent arbitration scheme if needed.

Flight Info

• “Direct” doesn't always mean “non-stop.”
• Flight times may change - check with the airline 72 hours before departure.
• If you skip any flight segment, your airline may cancel the rest of your ticket.
• Infants must be under 2 years old on your return date to qualify for an infant fare.

Check the UK Air Safety List (CAA website) to make sure your airline isn't banned in the UK.

Booking a Package Holiday

Once you confirm your booking:

• You'll pay a non-refundable deposit (or full payment if your trip's less than 8 weeks away).
• Higher deposits may apply in some cases - we'll let you know upfront.

Once we send your confirmation invoice (and ATOL certificate for flights), your contract is in place.

Financial Protection

We're ATOL protected (No. T7638), so your money is safe. If we or a supplier goes bust, the Air Travel Trust Fund will protect you. Visit the ATOL website for details.

Price Changes

Prices are based on current exchange rates and fuel costs. If these go up, we may need to adjust your price. If it increases by more than 8%, you can:

• Accept the change,
• Choose an alternative,
• Or cancel for a full refund (excluding insurance).

If You Need to Cancel

• Deposits and part-payments are non-refundable unless you picked a flexible option.
• For online bookings, tickets are typically non-refundable unless you added refund protection or chose a flexible fare.

If you cancel for unavoidable reasons (e.g. serious illness, government travel bans), you might get a full refund or a free date change - but not additional compensation.

If We Need to Make Changes

Sometimes, we may need to adjust your trip (e.g. flight changes, hotel switches). If it's a major change, we'll contact you quickly and offer:

• Alternative options, or
• A full refund.

We won't cancel your trip within 60 days of departure unless it's due to extraordinary circumstances.

If we cancel and no other option is suitable, you'll get a refund - and possibly compensation depending on how close your departure was.

Our Responsibilities

As the holiday organiser, we're responsible for making sure the services match your booking.

We're not responsible if:

• The problem was caused by you or someone in your group,
• It was down to a third party outside our control,
• Or it was due to Force Majeure (see below).

Force Majeure - When Things Are Out of Our Control

We won't be liable for delays or cancellations caused by things like:

• Natural disasters,
• Pandemics,
• Terrorism,
• Strikes,
• Or government restrictions (including Brexit-related issues).

If that happens, we'll do our best to find alternatives or give you a refund - but compensation won't apply.

While You're Away

• If your return is delayed due to Force Majeure, we'll cover up to 1 extra night accommodation - provided you told us about any medical or mobility needs at least 48 hours before travel.
• If something goes wrong, we'll help with things like contacting consular services, rebooking travel, or finding local healthcare.
• But we're not responsible for services you book separately (like excursions).

Your Responsibility

• Check the provider's terms and conditions.
• Make sure you pay the balance by the deadline - or your booking could be cancelled.

Changes or Cancellations

If you need to make changes or cancel:

• Let us know in writing.
• Charges may apply depending on the provider's rules.
• We charge a £25-£75 per person admin fee.

If the supplier changes or cancels your trip, we'll let you know as soon as possible. You'll then need to confirm what you want to do.

Booking & Payment Terms:

When you make a booking with us, whether through our Contact Centre or online, please be aware of the following:

Contact Centre Bookings:

• Any initial deposit, part payments, or cancellations are non-refundable, unless you've selected the flexible options and it's clearly mentioned in your booking confirmation.

Online Bookings:

• For online bookings, please note that tickets are non-changeable and non-refundable, unless you opted for the flexible ticket option or refund protection during your booking process.

We always encourage you to double-check your booking details to ensure your peace of mind. If you're unsure about your options, our team is more than happy to help!

Need Help or Have Questions?

We're here to help. Whether it's understanding your booking, changing your plans, or getting travel advice - just give us a call or send an email.