Terms & Conditions - Not Just Travel

Booking Terms and Conditions

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Not Just Travel (Agency) ("we" or "us"). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. If you have any further questions after reading these booking conditions then please contact our customer services team who will be happy to help you.

These terms and conditions do not affect your statutory rights

Not Just Travel (Agency), trading as notjusttravel.co.uk and Not Just Travel, are a trading division of Hays Travel Limited. Registered address: 25 Vine Place, Sunderland, SR1 3NA. Country Of registration: Great Britain. Registered Company Number: 1990682. ABTA no. K9413.

Not Just Travel is an Accredited Body Member of Hays Travel Ltd, ATOL 5534.

We act only as an agent: Usually as the agent of suppliers of travel services and sometimes as your agent in booking certain "no-frills" flights. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below.

CONTRACT: These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s). We can book you a package holiday with one company or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. The principal’s(s’) or supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. We may organise our own packages as agent for the various travel service suppliers. In that case these Terms should be read in conjunction with our Package Holiday Booking Conditions and the Terms and Conditions of the travel service suppliers. Our 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 live there and wish to do so. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.

BOOKING DETAILS: When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the principal(s) or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated by the supplier of travel services. Please ensure that the names given are the same as in the relevant passport. 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 be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. 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 transnational 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. Full details of our data protection policy are available upon request.

DELIVERY OF DOCUMENTS: All documents (e.g. invoices/tickets/Insurance policies)will be emailed. If documents that require to be posted will be sent to you by First Class post. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means such as email.

Special Request: If you have any special requests, for example, dietary requirements, cots, room allocation, please let us know at the time of the booking. We will pass on all requests to the supplier. Not all requests can be guaranteed and we have no liability if the supplier has not granted or met your requests.

Room Allocation: After registration, on arrival at your accommodation, you will be allocated a room. It is your responsibility to verify the Check-in desk and Check-in times directly with your accommodation supplier. Please note, that any local taxes and expenses will be payable to your accommodation supplier in resort on check-out.

Building Work: From time to time, renovation or refurbishment and its associated noise are unavoidable at any location. If we are notified of such works we will inform you before you make your booking or within a reasonable time of us being notified.

Elderly/disabled customers: we are able to make enquires of the supplier about the suitability of arrangements for you and provide replies priori to booking. You must make all request before a booking is confirmed. Not Just Travel can not be held responsible for booking an inappropriate booking, if the customer does not divulge any disabilities or mobility difficulties

Prices: All prices are subject to availability and final confirmation from the supplier. Further information on each Travel Providers pricing policy can be found in their booking conditions. It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed. Your booking is only confirmed when we send you confirmation of the booking. Because we are making live reservations with Travel Providers we have to have the security that we have appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with the Travel Provider. If unexpectedly in the short time between your payment and us seeking to confirm your booking with the Travel Provider the travel product has become unavailable and we cannot obtain an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. You must also understand that this refund will only apply to the product which is unavailable and any other bookings will not be affected, that is, you will be committed to any other products which were booked for travel at the same time. Not Just Travel (Agency) Ltd reserve the right to charge admin fee for services provided.

PAYMENT: You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. Balance dues date will be 14 weeks before departure, or 16 weeks for some operators. Your booking summary provided by us will provide exact details of this date.

If full payment is not received by the balance due date expressly written on the booking summary, we will notify the principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Not Just Travel reserve the right to cancel your booking if the balance is not paid by the date expressly provided. 
Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

Payment method
Payment made for your holidays can only be made via debit or credit card.
If you wish to pay via cash, this is at your own risk. Not Just Travel will not accept responsibility for bookings, where you have paid cash directly to a travel consultant whom is not based in a branded shop/branch.
If you wish to pay via bank transfer, this can only be accepted in to our Company Barclays Bank Account. Full details can be provided from head office once requested. Not Just Travel will not accept responsibility should you choose to complete a bank transfer to any other bank account other than the Company Barclays Bank Account.
Failure to make payment via the methods prescribed by Not Just Travel, will provide no financial protection under the ATOL scheme.
For full details on payment methods can be provided by our customer service team.

Low Deposit Schemes
When a Tour Operator offers a Low Deposit, and we, whom acting as your agent, book a holiday under their Low Deposit Scheme as with your instructions, you agree to be bound by their Terms of Conditions of Payment. Some Low Deposit Schemes require further deposit payments, or balance payments to be made much sooner than described above in our payment section. It is your responsibility to read the suppliers, or Tour Operators payment terms. Failure to abide by these will lead to cancellation of your booking by the supplier or Tour Operator. Not Just Travel reserve the right to cancel your booking if balance payments are not made by the date expressly given.

Our Service Charges: In certain circumstances we apply service charges which will be shown on your booking confirmation as follows:
• "Service Charge" – a charge for the booking agent services we provide to you .Please note that the term Service Charge does not refer to us putting together a holiday package, it is our standard charge for the service of acting as booking agent.

Charter Flights: When you book your flight through us, we act as agent for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider

Flights: When making a booking with most 'no frills' or low cost airlines we are acting as your agent to find flight services for you, on terms to suit you. This applies mainly to low cost airline bookings made via our website. At the time of booking, we will inform you if we are acting in that capacity. In relation to such bookings, you appoint us to source those services on your behalf. Monies paid to us for such services are held by us on your behalf until they are paid to the flight provider in question. Please note that payment by you to us does not constitute payment to the travel service provider whose services we have sourced and if we collect monies from the travel service provider on your behalf, the travel service provider's liability to pay that money to you is discharged. We accept no liability in relation to any contract you enter into or for any low cost flight services or the acts or omissions of any flight supplier(s). For all 'no frills' flight arrangements, your contract will be with the supplier(s) in question. Your booking for 'no frills' flights is subject to this clause and the specific booking conditions of the relevant supplier(s) we source for you and you are advised to read both carefully prior to booking. By making a booking for which we are acting as your agent, you agree to the terms of this clause.

Your Financial Protection: All the package holidays we sell, including those that we might organise for you, come with protection for your money. If you buy a single travel service then this might not apply. Package holidays are protected by the package organiser and we will provide you with their confirmation. 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.

If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018.
Therefore, we will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.
However, if you book any additional travel services during the same visit to or contact with our company, the travel services will become part of a linked travel arrangement. In that case we have, as required by the Package Travel and Linked Travel Arrangements Regulations 2018, protection in place to refund your payments to us for services not performed because of our insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.
A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at

ATOL Protected
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).

ABTA Book with Confidence: We are a Member of ABTA, ABTA number K9413 which means you have the benefit of ABTA’s assistance and Code of Conduct. All the package and Flight-Plus holidays we sell are covered by a scheme protecting your money if the supplier fails. Other services such as hotels or flights on their own may not be protected and you should ask us what protection is available.

Complaints: Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. 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 wish to complain when you return home, write to the principal/supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA Member then you have the option to use ABTA’s ADR scheme, approved by the Chartered Trading Standards Institute, see www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved

Cancellation and Amendment: Should you find it necessary to cancel or amend your holiday, please contact us or your Travel Consultant immediately. Cancellation can not be completed unless it is made in writing, by the lead passenger of the booking. Cancellation/amendment charges will apply, these charges will increase the nearer to departure the cancellation/amendment is made and can be as high as 100%. The scale of cancellation/amendment charges to be applied will be outlined in your Travel Providers booking conditions. The charges will be confirmed to you on receipt of your written instruction to cancel or amend your holiday. In addition to any fees charged by operators, Not Just Travel will charge a £10 per passenger administration charge for all cancellations and amendments.

Amendments/Cancelations made by Travel Providers: On occasions your Travel Provider(s) may find it necessary to alter your holiday, be it a change of accommodation, service or date. In the event of a change your Travel Provider(s) will have clear guidelines set out in their booking Terms & Conditions.

Not Just Travel (Agency) do not accept responsibility for any expenses or costs incurred by you as a result of the change and we do not accept responsibility for changes or cancellations that are due to, but not limited to, unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action or accommodation ceasing to be available. All bookings made, even if arranged at the same time, are separate and independent bookings. Where your Travel Provider initiates a change or cancellation to a booking, your ability to cancel or change any other bookings is not affected. For example, if your accommodation booking is changed or cancelled by your Travel Provider, the Booking Conditions of your flight booking (including cancellation charges) will still apply, and vice versa.

Flight time changes: All flight timings are provisional and subject to change. However, if the Travel Provider of your flights has informed us in a reasonable time, you will be suitably informed. From time to time, it is not always possible to inform customers within an adequate time frame if the information has not been received by us within an adequate time frame. From time to time, Airlines have the right to change their schedule at any time. It is your responsibility to ensure you follow the instructions within the travel providers documentation for checking your flight times.

We recommend that you check your flight times 72 hours before departure.

Not Just Travel will not be held responsible if you have missed your flight if you have found to have failed to check your flights times 72 hours before departure

Insurance: Each Passenger is required to be adequately insured. We offer fully comprehensive insurance which can be added to your travel booking at the time of booking. If you have your own insurance cover you will need to inform your Travel Consultant within 48 hours of your booking, so that this information can be passed to the relevant Travel Provider. It is inadvisable to travel without insurance and Not Just Travel (Agency) will not accept responsibility for anyone who does not contain the relevant insurance.

Passports & Visas: It is your responsibility to be in possession of a valid passport and necessary visa(s). In the absence of valid documentation, you will not be allowed to travel. In case of passengers being refused entry by any immigration or other authority all repatriation costs are to be borne by the passenger. For travel outside the UK, British Citizens need a valid full ten year passport. Your passport must have validity of 6 months of your departure date. For more information visit https://www.gov.uk/browse/abroad/passports. For the latest details of any travel restrictions, entry and stay requirements, visa and travel advice to your particular destination, visit the Foreign Office website at www.fco.gov.uk and visit the Passport Service website at www.ips.gov.uk for passport information before booking or travelling. Holders of non-UK passports should always check with their embassy, high commission or consulate before booking. It is your responsibility that you arrive at departure points in good time; You are advised to check with the relevant tour operator and/or carrier for exact times. In addition, it is your responsibility to ensure you arrive at your departure airport with the necessary documentation needed, including your passport. Some countries require nationals of other countries to apply for visas before they are granted entry. There may be a need for a visa if your stay exceeds 3 months. For further information contact the Foreign and Commonwealth Office on 0207 234503/4504 or visit www.fco.gov.uk

Limitation of liability: For the avoidance of doubt, your booking is directly with the Travel Provider(s). To the extent that we are not negligent in the provision of our services to you, Not Just Travel (Agency) accepts no liability or responsibility for any complaint, loss, damage, expense or other claim in respect of any aspect of your bookings or travel arrangements. Specifically, we will not be liable for any act or omission by any person not employed directly by us and whilst we have chosen our Travel Providers with care we have no control over our Travel Providers and so cannot be held responsible for any action or omission of our Travel Providers or their servants, agents or employees. Moreover, we cannot be held responsible for any loss, damage or expense incurred or suffered by you which results from strike, civil commotion, fire, flood, war, threat of war, terrorist activity, national or nuclear disaster, late delivery, adverse weather conditions any act of God and / or any other event which is outside of our reasonable control. In no circumstances shall we be liable for any economic loss, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of reputation, loss of anticipated savings arising out of the failure or delay in performing the services under these terms of business or otherwise in connection with these terms of business; or for any indirect, special or consequential loss or damage (howsoever arising). In all cases the absolute aggregate maximum liability of Not Just Travel (Agency) under or in connection with these terms (howsoever arising) shall be limited to the total price paid by the customer for the specific bookings related to any given complaint. Nothing in these terms of business shall limit or exclude the liability of Not Just Travel (Agency) for death or personal injury resulting from its negligence, fraud or fraudulent misrepresentation or from any other liability which cannot be excluded by law.

Final Travel Arrangement
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our control or the control of the supplier concerned.
Conditions of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

Data Protection and Privacy
Please see our data protection and privacy policy for full information regarding the way in which we use and store your personal data.

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