Hello Flights Terms & Conditions
These Terms and Conditions apply to all bookings made through www.helloflights.co.uk, by telephone, email, WhatsApp, payment link, live chat, social media, or through any representative of Flight and Tours LTD trading as Hello Flights.
By making a booking, paying a deposit, making full payment, authorising a booking, accepting an itinerary, accepting a quotation, accepting a refund calculation, accepting a voucher, or otherwise engaging our services, you confirm that you have read, understood and accepted these Terms and Conditions.
1. Company information
1.1 The website www.helloflights.co.uk is operated by Flight and Tours LTD.
1.2 Company Registration Number: 09936343
1.3 Registered Office: 83-85 Hagley Road Birmingham B16 8QG United Kingdom
1.4 Throughout these Terms and Conditions, Flight and Tours LTD shall be referred to as “Hello Flights”, “we”, “us”, or “our”.
2. Agency status
2.1 Hello Flights acts solely as an independent travel agent and intermediary.
2.2 We arrange travel services on behalf of airlines, consolidators, wholesalers and travel suppliers.
2.3 The contract of carriage for air transportation exists directly between the passenger and the airline operating the flight.
2.4 Airline tickets are issued subject to the airline’s Conditions of Carriage, fare rules and operational policies.
2.5 Hello Flights does not control:
- airline schedules;
- aircraft allocation;
- seat allocation;
- baggage policies;
- airport procedures;
- immigration decisions;
- airline operational decisions;
- airline refund decisions.
3. Booking formation
3.1 A booking becomes binding when:
- the passenger authorises the booking; and
- payment or deposit is received.
3.2 A booking confirmation does not constitute ticket issuance.
3.3 Airline tickets are considered issued only once an E-Ticket number has been generated.
3.4 The lead passenger confirms that they are authorised to act on behalf of all passengers included within the booking.
3.5 The lead passenger accepts these Terms and Conditions on behalf of all passengers named within the reservation.
4. Fares and pricing
4.1 Airline fares are controlled by airlines and suppliers and may change without notice prior to ticket issuance.
4.2 A deposit secures a reservation only and does not guarantee the quoted fare.
4.3 The quoted fare becomes guaranteed only after ticket issuance.
4.4 Fare changes may occur due to:
- airline fare revisions;
- supplier updates;
- tax increases;
- fuel surcharge increases;
- seat availability changes.
4.5 If a fare changes before ticket issuance, Hello Flights may:
- offer the revised fare; or
- provide a full refund of monies paid.
4.6 Where a full refund is offered under Clause 4.5, Hello Flights shall have no further liability relating to that booking.
5. Deposit bookings
5.1 Certain bookings may be secured using a deposit.
5.2 Deposits secure reservations only and do not guarantee fare levels.
5.3 The remaining balance must be paid by the due date stated in the booking confirmation.
5.4 Failure to pay by the due date may result in:
- cancellation of the booking;
- loss of the fare;
- loss of seat availability;
- fare increases.
5.5 If a passenger chooses not to proceed after the original fare expires, Hello Flights may deduct an administration fee of up to £105 per passenger from any deposit paid.
6. Payment terms
6.1 Payments may be made by:
- debit card;
- credit card;
- bank transfer;
- payment link;
- approved electronic payment methods.
6.2 Full payment must be received before ticket issuance unless a deposit arrangement has been agreed.
6.3 Failure to pay may result in cancellation without further notice.
7. Passenger responsibilities
7.1 Passengers must review all booking confirmations immediately upon receipt.
7.2 Passengers must review all E-Tickets immediately upon receipt.
7.3 Any discrepancy relating to:
- passenger names;
- travel dates;
- destinations;
- routing;
- flight numbers;
must be reported within 08 hours.
7.4 Failure to review travel documents shall not create liability for Hello Flights.
8. Passports, visas and transit visas
8.1 Passengers are solely responsible for obtaining and maintaining:
- passports;
- visas;
- transit visas;
- airport transit visas;
- health certificates;
- travel permits.
8.2 This responsibility applies to every country entered, transited through or connected through.
8.3 Hello Flights does not provide immigration advice.
8.4 Any information provided by staff regarding visas or transit visas is guidance only.
8.5 Passengers must independently verify visa requirements before travel.
8.6 Failure to obtain a required visa or transit visa shall be treated as a passenger responsibility.
8.7 No refund, compensation or reimbursement shall be payable by Hello Flights where travel is disrupted due to insufficient travel documentation.
9. Airline schedule changes and cancellations
9.1 Airlines may:
- cancel flights;
- reschedule flights;
- reroute passengers;
- change airports;
- change aircraft.
9.2 Any remedy available shall be determined solely by the airline.
9.3 Remedies may include:
- alternative routing;
- alternative dates;
- airline credit;
- airline voucher;
- airline-authorised refund.
9.4 Hello Flights does not determine refund eligibility.
9.5 If an airline offers a reasonable alternative itinerary and the passenger refuses to travel, any refund entitlement shall be governed solely by airline fare rules.
9.6 Refusal of an alternative itinerary does not automatically create entitlement to a full refund.
9.7 Hello Flights shall not be liable for losses arising from airline schedule changes.
10. Special requests
10.1 Special requests include:
- seat requests;
- bassinets;
- meal requests;
- wheelchair assistance;
- lounge access;
- priority boarding.
10.2 Such services are controlled entirely by airlines and airports.
10.3 Hello Flights may communicate requests but cannot guarantee fulfilment.
11. Voluntary changes
11.1 Passenger-requested changes are subject to airline rules.
11.2 Airline penalties, supplier charges and fare differences may apply.
11.3 Hello Flights may charge an administration fee of up to £105 per passenger.
12. Voluntary cancellations
12.1 A cancellation is voluntary where the passenger chooses not to travel.
12.2 Airline penalties may apply.
12.3 Supplier penalties may apply.
12.4 Fare restrictions may apply.
12.5 Hello Flights shall charge a Booking Handling and Refund Processing Fee of £105 per passenger.
12.6 The fee shall be deducted from any refundable amount.
12.7 If the refundable amount is equal to or less than the applicable fee, no refund shall be payable.
12.8 Once cancellation is authorised by the passenger, the cancellation request becomes irrevocable.
13. Non-refundable tickets
13.1 Certain fares are sold as non-refundable.
13.2 Non-refundable tickets remain non-refundable after issuance.
13.3 Only unused government taxes may be refundable where permitted by the airline.
13.4 Any tax refund remains subject to the £105 per passenger fee.
14. Involuntary cancellations and airline refunds
14.1 Where an airline authorises a refund following cancellation or disruption, Hello Flights shall charge a Booking Handling and Refund Processing Fee of £105 per passenger.
14.2 The fee covers:
- booking administration;
- supplier liaison;
- refund application processing;
- accounting administration;
- payment processing.
14.3 The fee shall be deducted from the refundable amount before payment.
14.4 Once a passenger accepts a refund quotation, refund amount, voucher, travel credit or alternative arrangement, such acceptance constitutes full and final settlement.
15. Refund processing times
15.1 Refunds can take up to 3–4 weeks and can only be processed after funds are received from the airline or supplier.
15.2 Hello Flights is not obliged to advance airline refunds.
15.3 Refund times are controlled entirely by airlines and suppliers.
15.4 Any time frame provided by Hello Flights is an estimate only.
16. Vouchers, EMDs and travel credits
16.1 Vouchers, EMDs and travel credits are non-refundable.
16.2 Vouchers have no cash value.
16.3 Vouchers cannot be exchanged for cash.
16.4 Customers shall not be entitled to demand a cash refund instead of using a valid voucher.
16.5 Vouchers may only be redeemed against flights and travel services offered directly by Hello Flights.
16.6 Vouchers cannot be redeemed against fares displayed by:
- airlines;
- online travel agents;
- metasearch engines;
- consolidators;
- competitors;
- third-party websites.
16.7 Voucher holders shall not be entitled to require Hello Flights to match, beat or honour prices available elsewhere.
16.8 Voucher redemption is subject to fare availability through Hello Flights at the time of booking.
16.9 The existence of a lower fare elsewhere shall not create entitlement to compensation, cash settlement, refund or additional voucher value.
16.10 Vouchers are non-transferable unless expressly stated otherwise.
16.11 Vouchers are valid for 12 months unless otherwise stated.
16.12 Expired vouchers become void automatically.
16.13 Voucher expiry dates will not be extended except where required by law.
16.14 Where a booking purchased using a voucher is cancelled, any refund entitlement may be returned as a replacement voucher.
18. Chargebacks and payment disputes
18.1 Customers agree to contact Hello Flights before initiating a chargeback.
18.2 Customers shall not initiate chargebacks after receiving:
- tickets;
- refunds;
- vouchers;
- travel credits;
- agreed services.
18.3 Hello Flights reserves the right to defend chargebacks using:
- booking records;
- payment records;
- emails;
- WhatsApp messages;
- call recordings;
- supplier records.
19. ATOL protection
19.1 Where applicable, passengers will receive an ATOL Certificate.
19.2 The ATOL Certificate identifies the services financially protected under the ATOL scheme.
19.3 ATOL protection applies in the event of insolvency of the ATOL holder responsible for providing the protected travel service.
19.4 ATOL protection does not cover:
- airline delays;
- airline schedule changes;
- airline cancellations;
- seat allocation disputes;
- transit visa issues;
- passport issues;
- special requests;
- airline service complaints;
- voluntary cancellations.
19.5 ATOL protection is governed by the Civil Aviation Authority and applicable ATOL Regulations.
20. Force majeure
20.1 Hello Flights shall not be liable for disruption caused by:
- war;
- terrorism;
- pandemics;
- epidemics;
- natural disasters;
- airspace closures;
- government restrictions;
- strikes;
- airline operational decisions;
- civil unrest.
21. Limitation of liability
21.1 Hello Flights shall not be liable for indirect or consequential losses.
21.2 Hello Flights shall not be liable for:
- hotel costs;
- transport costs;
- visa costs;
- loss of earnings;
- emotional distress;
- missed events;
- airline operational decisions.
21.3 Liability shall be limited to the amount paid directly to Hello Flights for the affected booking.
22. Entire agreement
22.1 These Terms and Conditions together with the booking confirmation constitute the entire agreement between the parties.
22.2 Customers acknowledge they have not relied upon any verbal representation not contained within these Terms and Conditions or written booking confirmation.
22.3 Verbal discussions with staff do not constitute contractual guarantees.
23. Governing law
23.1 These Terms and Conditions shall be governed by the laws of England and Wales.
23.2 Any dispute shall be subject to the exclusive jurisdiction of the Courts of England and Wales.