The following list contains answers to the most common questions asked by our clients. If you cannot find the answer to your question here please contact us.
All our bookings are taken subject to our Booking Conditions. Please read these in conjunction with your invoice. Online bookings are subject to the following Conditions Please make sure you read and understand the section on Pricing (in link above), and our use of third party data and the potential affect it may have on any completed booking.
These terms and conditions govern your use of this website and all electronic bookings made by you with www.thetravelhouse.co.uk
Please make sure you read and understand the section on Pricing (below), our use of third party data and the potential affect it may have on any completed booking.
Any booking which you make or order which you place shall be an offer by you to purchase the relevant flight, package or other holiday arrangement subject to these terms and conditions and where applicable to the relevant supplier’s standard terms and conditions. A contract is formed when you agree to our booking conditions and make payment. A confirmation will be sent once a booking has been made. By using this website you are agreeing to be bound by these terms and conditions. If you do not agree with any of these terms and conditions you must not use this web site. The Travel House Ltd is a UK based company and all charges found on this website are in Great Britain Pounds (GBP).
Please ensure you check your entire itinerary prior to completing the booking and also once we send you the completed booking email to ensure that it meets your requirements. In addition please make sure you check all the passenger name details including the title as changes to these after booking can result in amendment fees or in some cases cancellation.
We use third party data in pricing its flights and holidays. These third parties use various techniques to gain this information including holding cached data. It is possible that this data may be occasionally out of date and offer flights and holidays that are not available (or available at the price shown).
Whilst we will make every attempt to make sure this data is correct, occasionally it may not be possible to honour the fare provided. In this case you will be offered the same service at a different price, a different service or a full refund. Occasionally technical errors do occur and we reserve the right to cancel any transaction in which a product has been sold at an incorrect value.
Please note: One of the traveler must be an adult at the time of travel (ages 18 and over)
Please note that a flight described as direct will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to a variety of circumstances including air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers is to check in on time.
This website is not liable if there is any change to a departure/arrival time previously given to you or shown on your documentation. All clients are advised to reconfirm their flights with the airline 72 hours prior to departure. We are also unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.
We work as an agent of the principle (airline) who has their own terms and conditions. This does allow it to refuse a sale after it has been taken. We will always try to prevent this situation whenever it can but cannot guarantee against it happening. If this happens then you will be offered the same service at a different price, a different service or a full refund.
The customer must comply with the air transport supplier's rules and restrictions on the carriage of children and in particular that children older than 2 years on the return date must have a return ticket at a child fare for both the outbound and inbound flights. Customers who do not comply with this will not be eligible for a refund of any seat charges incurred during travel. Children under 2 years will not be allocated their own seat in the aircraft unless a child fare has been booked for them. Unaccompanied children under 16 will only be carried in accordance with the air transport supplier's rules and restrictions.
Many airlines (including most low cost carriers) no longer give a free baggage allowance. In addition some full service airlines may charge on certain fares & routes. We maintain a list of airline baggage links or please contact our one of our consultants who will be more than happy to confirm what you are entitled to. By agreeing to these terms, you accept you are aware of your allowance and happy to proceed.
Some online bookings are taken with an On Request status. In this case we are not able to guarantee either the availability or pricing. We will identify this status prior to you completing the booking and will NOT take payment. A contract will come into force when you have accepted the booking as informed to you and you have made payment.
In most cases we will issue an electronic ticket for air travel. This will be emailed to the address given when booking. The information on the receipt is deemed correct unless you are otherwise advised by us within 72 hours of departure. Please note that you may require a visa or other documentation or approval for travel to your destination. It is your responsibility to ensure that you carry all necessary documentation and you should ensure that you have checked before you book whether there are any particular requirements for your trip. You are advised to contact the relevant Embassy visa unit and the British Passport Office to check your visa requirements and Passport validity.
Note: Some overseas countries have an immigration requirement that a passenger’s passport is valid for a minimum period after the customer enters that country, typically 6 months.
In the event we are asked to make changes to tickets or bookings, reissue tickets that require changes or have been lost, destroyed or stolen or for any other reason and it is possible to do so, we reserve the right to pass on to you any costs incurred to us as a result plus our own administration fee.
In accordance with mail order regulations, all documents will be posted to the billing address of the credit/debit card holder. All documents are sent by either Royal Mail Special Delivery or First Class post but we will not accept responsibility for documents delayed mislaid or lost by the Royal Mail. Lost or mislaid tickets may require full payment to be made again pending a refund of the original documents.
Please note: We do not take third party payments. Therefore the card holder MUST be one of the travelers.
Unless otherwise stated in these terms and conditions, full payment for all products and services is required at the time of booking regardless of the arrangements being confirmed. Payment can be made by Switch/Delta cards and all major credit cards. The provider reserves the right to charge you in addition for any handling fees incurred by it in relation to bookings made by credit or charge card. You will be notified of the relevant charges prior to issue of a confirmation invoice.
Once payment is made we will make verification checks to prevent card fraud to protect both ourselves and the cardholder. We require further security documentation such as confirmation of an address or a passport copy to verify the card user we will contact you for this information and will require an urgent reply.
Most destinations/airlines now require Advance Passenger Information (API) to be submitted. We therefore reserve the right to request this information and/or passport copies to verify this information for the airline and authorities that require it.
We reserve the right to pass on any charges relating to credit card charge backs. All credit card charges are non- refundable.
In the event of a cancellation a passenger named on the booking must effect the cancellation in writing to us. Where cancellation is possible cancellation may/will be subject to applicable charges, penalties and administration fees. If partial sectors are cancelled airlines will cancel all sectors on your itinerary/ticket and you will not be entitled to a refund for that or any other sector on your itinerary/ticket. You will need to make alternative travel arrangements at your own cost for any other sectors of travel. In the event that you are deemed a no show by the airline for one or more sectors of your flight, airlines will cancel all sectors on your itinerary/ticket and you will not be entitled to a refund for that or any other sector on your itinerary/ticket. You will need to make alternative travel arrangements at your own cost for any other sectors of travel.
Refunds will not be paid until they have been received by us from the relevant airline. Usually a delay of 8-10 weeks may be incurred. Not all taxes are refundable. Some airlines do not refund their fuel surcharge (this is usually included in the tax). Please contact us for an exact amount that will be refunded.All credit card charges are non-refundable.
The provider and any third party providers and distributors make no warranty of any kind regarding this website and/or any materials provided on this website. The provider and any third party providers and distributors do not warrant the accuracy, completeness, currency or reliability of any of the content or data found on this web site and such parties expressly disclaim all warranties and conditions including implied warranties and conditions of merchantability, fitness for a particular purpose, non-infringement and those arising by statute or otherwise in law or from a course of dealing or usage of trade.
The provider acknowledges that from time to time data may be loaded incorrectly (including, but not limited to, allocation, fares and airport taxes). Where the data is incorrect the provider will as soon as reasonable inform you of the error. At this stage you have the option to cancel with a full refund, take the service at the corrected price or choose another service (paying any additional amounts due). Where a service is no longer available you may take another service (again paying any additional amounts due).
The provider assumes no responsibility and shall not be liable for any damages to or viruses that may infect your computer equipment or other property on account of your access to, use of or browsing in this website or your downloading of any materials, data, text, images, video or audio from this website.
In no event shall the provider or any third party providers or distributors be liable for any injury, loss, claim, damage, or any special, exemplary, punitive, indirect, incidental or consequential damages of any kind (including, but not limited to lost profits or lost savings), whether based in contract, tort, strict liability, or otherwise which arises out of or is in any way connected with (i) any use of this website or its content (ii) any failure or delay (including but not limited to the use of or inability to use any component of this website for reservations or ticketing) or (iii) the performance or non- performance by the provider or any third party providers or distributors even if such party has been advised of the possibility of damages to such parties or any other party.
If despite the above exclusions the provider or any third party provider or distributor should be found liable for any loss or damage which arises out of or is in any way connected with any of the above described functions or uses of this website or its content, the liability of the provider and third party providers and distributors shall in no event exceed £100.00. In its sole discretion, in addition to any other rights or remedies available to the provider and without any liability whatsoever the provider at any time and without notice may terminate or restrict your access to any component of this website.
Despite any other statements contained in these terms and conditions the provider does not limit or exclude its liability for death or personal injury caused by its negligence.
You shall defend and indemnify the provider and any third party providers and distributors and their officers, directors, employees and agents from and against any claim, cause of action or demand, including without limitation reasonable legal and accounting fees, brought by any third parties as a result of your use of this website otherwise than strictly in accordance with these terms and conditions.
This website contains links to other websites which are provided solely as a convenience to you and not as an endorsement by the provider or its third party providers or distributors of the contents of such other websites. None of the provider or any third party provider or distributor shall be responsible for the content of any other websites and make no representation or warranty regarding any other websites or the contents or materials on such websites. If you decide to access other websites you do so at your own risk.
All contracts with the provider and all matters arising from them are subject to English law and to the exclusive jurisdiction of the courts of England and Wales.
The person who makes the booking accepts these terms and conditions on behalf of all members of the party and is responsible for all payment due from the party. You may not assign, convey, subcontract or delegate or otherwise transfer your rights, duties or obligations hereunder.
The provider may at any time modify these terms and conditions and your continued use of this website will be conditional upon the terms and conditions in force at the time of your use.
If any provision of these terms and conditions or any part of any provision of these terms and conditions is found to be illegal, invalid or unenforceable the remaining provisions or the remainder of the provision concerned shall continue in effect.
These terms and conditions together with any others incorporated or referred to in these terms and conditions constitute the entire agreement between the provider and you relating to their subject matter and supersedes all previous understandings and agreements (whether oral or written) relating to the subject matter and may not be amended or modified except in writing or by the provider making such amendments or modifications available on this website.
If you have a complaint in connection with any travel arrangements or any services provided by a third party supplier you must contact the appropriate supplier immediately. The provider shall have not be liable for any loss or damage suffered by you in these circumstances. However, if you are unable to resolve any problem to your satisfaction with the supplier direct, the provider may at its discretion, provide you with reasonable assistance with a view to resolving the problem with the relevant supplier. If you wish to request the provider's assistance in resolving a dispute with a supplier you must send an email to firstname.lastname@example.org or write to the Customer Services, at Customer Services, The Travel House Ltd, 88 Austin Road, Hayes, UB3 3DJ by no later than 28 days from the date of your return. Please provide full details of your complaint and the supplier concerned, a copy of any report received by you in connection with the problem and your booking reference number.
The foregoing represents the entire extent of the provider's liability and obligations in the event of a claim by you where the provider acts as booking agent.
Please note that as between you and any supplier whose services form part of your booking, the terms and conditions of the relevant supplier will apply. The supplier’s terms and conditions may limit or exclude liability, often in accordance with international conventions.
None of the content or data found on this website may be copied, reproduced, republished, uploaded, posted, transmitted, distributed, sold, transferred, or modified without the express written permission of onmyflights.co.uk and where necessary its third party providers. You may however download, display and print one copy of the content and data found on this website for your personal, non-commercial use only in which case you must retain all copyright and trademark notices contained in such content and data.
You may only use this website to make legitimate reservations or purchases or post valid legal and reasonable content and shall not use this web site for any other purposes including without limitation, to make any speculative, false or fraudulent reservation or any reservation in anticipation of demand.
Unauthorized use of this website and/or the materials contained on this website may violate applicable copyright, trademark or other intellectual property laws or other laws. The use of such materials on any other website or in any environment of networked computers is prohibited.
You represent that you are of sufficient legal age to use this web site which age is currently eighteen years and over and to create binding legal obligations for any liability you may incur as a result of the use of this website. You understand that you are financially responsible for all uses of this website by you and those using your login information.
We are retail travel agent of ATOL holder supplier, when you buy an ATOL protected flights from us you will receive a Confirmation Invoice from us confirming your arrangements and your protection under Air Travel Organiser's Licence number of one our ATOL Protected supplier. We are member of PTS which provides 100% financial protection to our customers. All the tickets will be protected by Scheduled Airline Failure Insurance (SAFI).
We get the information we show (both fares and availability) from third party companies which interface directly to the individual airlines. This information can occasionally go out of date. This is primarily caused by what is called 'caching' of data. These third parties and the airlines themselves keep temporary copies of the information (so they can respond quickly). If this information is not kept up to date then problems can occur. This information is updated by those third parties and airlines which we have no control over. This can lead to situations where this may stay out of date for some while after your booking has been found to be incorrect. When we receive this information we pass this on immediately to the third parties but cannot guarantee they will update their systems quickly. In this situation we will offer your one of three courses of action: 1. Book the same itinerary at the new price 2. Book a new itinerary (as close as we can get it) 3. Get a full refund
When we have found a problem with your booking and offer to refund your money we will always do so immediately. This will not always be reflected by your card issuer on your account. This is due to the way card transactions are processed and is something we cannot control. When you make a payment to us we receive a authorisation to receive the funds. Later on that day (usually at midnight) we will then settle this amount (the money will leave your account). If we cancel this authorisation (the usual situation) we will not receive ANY funds from you and the transaction will not go forward for settling. Now as an authorisation has been granted this will remain on your account for up to 72 hours (although in a lot of cases it is reversed out immediately) The time this takes is dependent on the card issuer and again not something we have any control over. In this case we have not and will not receive any of your money. Unfortunately this will affect your spendable balance on your account until this authorisation has lapsed.
Many of the cheaper tickets are non-refundable. This means that you will lose your money if you choose to cancel. Some tickets are changeable, but usually for a fee. The most restrictive tickets are non-changeable also, to change these you would effectively cancel and rebook
Refunds will not be paid until they have been received by us from the relevant airline. Usually a delay of 8-10 weeks may be incurred.
For online transactions we accept most credit cards (including Mastercard, Visa, American Express) and debit cards. For offline transactions we also accept cheques and bank transfers (although sufficient time for clearance will be required)
This can depend on the specific airline and destination (please check with them), but generally: * International flights - at least 3 hours before departure * European Destinations - at least 2 hours before departure * Domestic - at least one hour before departure
Many airlines sell seats on flights not operated by themselves. They will typically create their own flight number although the flight itself is operated by someone else. Whenever possible we will inform you if the flight is being operated by another carrier. The check-in details at the airport will usually detail all the flight numbers a flight holds including the code share ones.
An e-ticket is an electronic ticket. Most airlines now issue an e-ticket instead of a paper ticket. This has a number of distinct advantages: * you cannot forget or lose it * It can be issued quickly and you do not have to wait for its arrival
* At some airports you can check-in using check-in machines avoiding queuing.
For all customers now travelling under the waiver scheme you will need to apply for an Electronic System for Travel Authorisation (ESTA) prior to travel. This applies to UK passport holders along with a number of other countries. To apply online please visit https://esta.cbp.dhs.gov or call our reservations team to speak to a consultant if you require help.
Please refer to the Foreign & Commonwealth Office for advice on travel https://www.gov.uk/foreign-travel-advice