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 using 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 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 operating airline.
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 operate or control airline schedules, aircraft allocation, seat allocation, baggage policies, airport procedures, immigration decisions, airline operational decisions or airline refund decisions.
3. Booking formation
3.1 A booking becomes binding when the passenger authorises the booking and Hello Flights receives payment or deposit.
3.2 A booking confirmation, fare quotation or reservation 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, taxes, fuel surcharges and supplier charges are controlled by airlines and suppliers and may change without notice prior to ticket issuance.
4.2 A deposit secures a reservation request only and does not guarantee the quoted fare, taxes, seat availability or ticket issuance.
4.3 The quoted fare becomes guaranteed only after full payment has been received and the ticket has been issued.
4.4 Fare changes may occur due to airline fare revisions, supplier updates, tax increases, fuel surcharge increases, currency changes, seat availability changes or booking class availability changes.
4.5 If a fare changes before ticket issuance, Hello Flights may offer the revised fare to the passenger. The passenger may accept the revised fare or choose not to proceed.
4.6 If the passenger chooses not to proceed because of a fare increase before ticket issuance, Hello Flights will refund any monies paid after deduction of any administration, payment processing, supplier charges or non-refundable Hello Flights booking, administration and service charges accepted at the time of booking.
4.7 Where a refund is provided under Clause 4.6, 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 a reservation request only and do not guarantee fare levels, taxes, seat availability or ticket issuance.
5.3 The remaining balance must be paid by the due date stated in the booking confirmation or payment authorisation.
5.4 Failure to pay the remaining balance by the due date may result in cancellation of the reservation, loss of the quoted fare, loss of seat availability, fare increases or revised supplier conditions.
5.5 If a passenger chooses not to proceed after the original fare expires, fails to pay the remaining balance by the stated deadline, or otherwise decides not to continue with the booking, Hello Flights may deduct booking, administration and service charges of up to £100 per passenger, together with any applicable supplier or payment processing charges, from any deposit or part-payment received.
5.6 Deposits and part-payments may also be subject to supplier charges, payment processing charges and any non-refundable Hello Flights booking, administration and service charges agreed at the time of booking.
6. Payment terms
6.1 Payments may be made by debit card, credit card, bank transfer, payment link or approved electronic payment methods.
6.2 Full payment must be received before ticket issuance unless a deposit arrangement has been expressly agreed.
6.3 Hello Flights is not obliged to issue tickets until cleared funds have been received.
6.4 Failure to make payment by the required deadline may result in cancellation of the reservation without further notice.
6.5 Where payment is made by bank transfer, the customer is responsible for using the correct payment reference and ensuring payment is received by Hello Flights before any deadline.
7. Passenger responsibilities
7.1 Passengers must review all booking confirmations, fare conditions and payment authorisations immediately upon receipt and before making payment.
7.2 Passengers must review all E-Tickets immediately upon receipt.
7.3 Any discrepancy relating to passenger names, titles, dates of birth, passenger categories, travel dates, destinations, routing, flight numbers, baggage allowance or fare conditions must be reported to Hello Flights in writing immediately upon receipt and, in any event, no later than 5 hours after receipt.
7.4 Failure to review booking confirmations, payment authorisations or travel documents shall not create liability for Hello Flights where the passenger has already approved the relevant details.
7.5 The passenger is responsible for ensuring that all names match the relevant travel documents exactly.
8. Passports, visas and transit visas
8.1 Passengers are solely responsible for obtaining and maintaining valid passports, visas, transit visas, airport transit visas, health certificates, travel permits and any other documentation required for travel.
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 Hello Flights staff regarding passports, visas, transit visas or entry requirements is general guidance only and must not be relied upon as immigration advice.
8.5 Passengers must independently verify all passport, visa, transit visa, health and entry requirements with the relevant embassy, consulate, airline or official government source before travel.
8.6 Failure to obtain required documentation shall be treated as passenger responsibility.
8.7 No refund, compensation or reimbursement shall be payable by Hello Flights where travel is disrupted, refused or denied due to insufficient, invalid, expired or incorrect travel documentation.
9. Airline schedule changes, cancellations and supplier amendments
9.1 Airlines and travel suppliers may, at any time, make operational changes outside Hello Flights’ control, including but not limited to:
- cancelling flights;
- rescheduling flights;
- changing departure or arrival times;
- changing routes or stopovers;
- changing airports or terminals;
- changing aircraft;
- amending baggage rules;
- rerouting passengers;
- offering alternative travel arrangements.
9.2 Hello Flights acts as an independent travel agent and does not operate, control or manage airline flights. Any cancellation, schedule change, re-routing, refund, voucher, credit, revalidation or reissue option will be subject to the relevant airline’s or supplier’s terms, fare rules and applicable passenger rights.
9.3 Where an airline or supplier makes a cancellation or significant schedule change, available remedies may include, depending on the airline or supplier policy:
- alternative routing;
- alternative travel dates;
- airline credit;
- airline voucher;
- ticket revalidation;
- ticket reissue;
- airline-authorised refund.
9.4 Hello Flights will provide reasonable assistance in communicating with the airline or supplier, but Hello Flights does not determine refund eligibility, compensation entitlement, alternative routing availability, airline response times, or the value of any refund, voucher or credit.
9.5 Any refund will be processed only after Hello Flights has received the refundable amount from the airline, consolidator or travel supplier. Any refund payable to the customer will be limited to the amount received by Hello Flights from the airline or supplier, after deduction of any applicable airline charges, supplier charges, consolidator charges, payment processing charges, and any non-refundable Hello Flights booking, administration or service charges agreed and accepted at the time of booking.
9.6 Hello Flights booking, administration and service charges are non-refundable once the booking has been confirmed and accepted by the customer or the ticket has been issued, whichever occurs first. These charges cover the professional services provided by Hello Flights, including fare sourcing, reservation handling, booking management, customer support, supplier coordination and administration.
9.7 If the airline or supplier offers a reasonable alternative itinerary and the passenger refuses to travel, any refund, credit, voucher or alternative entitlement will be governed by the airline’s or supplier’s fare rules and applicable passenger rights. Refusal of an alternative itinerary does not automatically create entitlement to a full refund from Hello Flights.
9.8 Hello Flights shall not be liable for losses, additional expenses, missed connections, accommodation costs, transport costs, visa issues, loss of earnings, consequential losses, or inconvenience arising from airline or supplier schedule changes, cancellations, rerouting, delays, aircraft changes, airport changes or operational disruption, except where such liability cannot be excluded by law.
9.9 Any compensation claim relating to airline delay, cancellation, denied boarding, downgrade or statutory passenger rights must be made directly to the operating airline unless Hello Flights expressly agrees in writing to assist.
10. Special requests
10.1 Special requests may include, but are not limited to:
- seat requests;
- bassinets;
- meal requests;
- wheelchair assistance;
- medical assistance;
- lounge access;
- priority boarding;
- special baggage requests;
- airport assistance.
10.2 Special requests are controlled entirely by the relevant airline, airport, ground handling provider or supplier. Hello Flights may communicate such requests where possible, but cannot guarantee approval, availability, confirmation or fulfilment.
10.3 Any failure by an airline, airport, ground handler or supplier to provide a requested service shall not be treated as a failure by Hello Flights, provided Hello Flights has reasonably communicated the request where applicable.
10.4 Customers are responsible for checking directly with the airline before travel where a special request is essential to their journey, including wheelchair assistance, medical support, mobility assistance, special meals, infant bassinets or specific seating requirements.
10.5 Charges for special requests, where applicable, are subject to airline or supplier rules and may be non-refundable once requested, confirmed or paid.
10A. Written instructions
10A.1 For security, accuracy and audit purposes, all requests relating to cancellations, amendments, refunds, passenger changes, travel date changes, ticket reissues, ticket revalidations or any other booking or ticket modification must be submitted in writing.
10A.2 Hello Flights shall be entitled to rely upon written instructions received from the lead passenger, booking holder or authorised payer.
10A.3 Verbal requests, telephone conversations, voicemail messages, social media messages or informal communications shall not constitute a valid cancellation, amendment, refund, change, reissue or revalidation request unless subsequently confirmed in writing and acknowledged by Hello Flights.
10A.4 Hello Flights shall not be responsible for any loss, cost, delay or dispute arising from verbal instructions, misunderstandings, misheard conversations, incomplete information or requests that have not been confirmed in writing.
11. Voluntary changes
11.1 A voluntary change is any amendment requested by the passenger before or after ticket issuance, including but not limited to changes of date, flight, route, passenger details, name corrections, class of travel, ticket reissue, ticket revalidation or any other itinerary amendment.
11.2 All change requests must be submitted in writing by the passenger or lead passenger.
11.3 All voluntary changes are subject to the applicable airline, supplier and fare rules in force at the time the change request is made.
11.4 Airline penalties, supplier charges, fare differences, tax adjustments and other applicable charges may apply.
11.5 Hello Flights may charge an administration and booking handling fee of up to £100 per passenger for processing any voluntary change request.
11.6 All change fees, airline charges, supplier charges and fare differences must be paid in full before any amendment, reissue or revalidation can be processed.
11.7 Submission of a change request does not guarantee that the requested amendment, reissue or revalidation will be available or approved by the airline or supplier.
11.8 Where a passenger accepts a revised itinerary, fare quotation, amendment quotation, reissue quotation or revalidation quotation, such acceptance shall be final and binding.
12. Voluntary cancellations
12.1 A voluntary cancellation occurs where the passenger chooses not to travel or requests cancellation of a booking or ticket for reasons other than an airline or supplier cancellation.
12.2 All cancellation requests must be submitted in writing by the passenger or lead passenger.
12.3 A booking or ticket shall remain active and subject to the applicable fare rules until Hello Flights receives and acknowledges a valid written cancellation request.
12.4 All voluntary cancellations are subject to the applicable airline, supplier and fare rules accepted by the passenger at the time of booking.
12.5 Airline penalties, supplier charges, consolidator charges, fare restrictions and other applicable deductions may apply.
12.6 Hello Flights shall charge a Booking Handling and Refund Processing Fee of £100 per passenger for processing any cancellation or refund request.
12.7 The Booking Handling and Refund Processing Fee is separate from and in addition to any airline penalties, supplier charges, consolidator charges, payment processing charges and any non-refundable Hello Flights booking, administration or service charges.
12.8 Any refundable amount shall be limited to the amount authorised and returned by the airline, supplier or consolidator.
12.9 The applicable Booking Handling and Refund Processing Fee and any other applicable deductions shall be deducted from the refundable amount before payment.
12.10 Where the refundable amount is equal to or less than the total applicable fees and deductions, no refund shall be payable.
12.11 Once a passenger authorises or confirms a cancellation request, the cancellation request becomes irrevocable and cannot be withdrawn.
12.12 Where a booking or ticket has been sold and accepted as non-refundable, no refund shall be payable following voluntary cancellation unless otherwise expressly permitted by the applicable fare rules.
13. Non-refundable tickets
13.1 Certain fares and tickets are sold and accepted on a non-refundable basis.
13.2 Non-refundable bookings and tickets remain non-refundable after booking confirmation and after ticket issuance.
13.3 Any refund eligibility shall be determined solely in accordance with the applicable airline, supplier and fare rules.
13.4 Unused taxes on non-refundable tickets may be refundable in certain circumstances; however, any such refund shall remain subject to the applicable airline and supplier rules and the fare conditions accepted by the passenger at the time of booking.
13.5 Any tax refund remains subject to the applicable Booking Handling and Refund Processing Fee together with any airline, supplier, consolidator, processing or administration charges.
14. Involuntary cancellations, airline disruption and airline refunds
14.1 Where an airline or supplier cancels, significantly changes or disrupts a booking or ticket and authorises a refund, credit, voucher or alternative arrangement, Hello Flights shall provide reasonable assistance in communicating with the airline or supplier.
14.2 Hello Flights does not determine refund eligibility, compensation entitlement, voucher entitlement, alternative routing availability or the value of any refund.
14.3 Any refund shall be limited to the amount authorised and returned by the airline, supplier or consolidator.
14.4 Hello Flights booking, administration and service charges remain non-refundable once the booking has been confirmed and accepted by the passenger or the ticket has been issued, whichever occurs first.
14.5 Hello Flights may charge a Booking Handling and Refund Processing Fee of £100 per passenger in connection with processing airline-authorised refunds, credits or vouchers.
14.6 The Booking Handling and Refund Processing Fee covers:
- booking administration;
- supplier liaison;
- airline correspondence;
- refund application processing;
- accounting administration;
- service administration;
- payment processing.
14.7 Any applicable fee shall be deducted from the refundable amount before payment.
14.8 Where a passenger accepts a refund quotation, refund amount, voucher, airline credit, re-routing option or alternative arrangement, such acceptance shall constitute full and final settlement of that matter.
14.9 Refusal of an airline-provided alternative itinerary does not automatically create entitlement to a full refund from Hello Flights.
15. Refund processing times
15.1 Refunds can only be processed after the relevant funds have been received by Hello Flights from the airline, supplier or consolidator.
15.2 Hello Flights is not obliged to advance, fund or pre-pay any airline, supplier or consolidator refund.
15.3 Refund processing times are controlled entirely by airlines, suppliers and consolidators.
15.4 Any time frame provided by Hello Flights is an estimate only and shall not constitute a contractual commitment.
15.5 While many refunds are processed within approximately 3–4 weeks, some refunds may take longer due to supplier investigations, airline processing times, payment provider reviews or other third-party requirements.
16. Vouchers, EMDs and travel credits
16.1 Vouchers, EMDs and travel credits are subject to the terms, conditions, expiry dates and restrictions applied by the airline, supplier or Hello Flights at the time of issue.
16.2 Unless expressly stated otherwise in writing, vouchers, EMDs and travel credits are non-refundable, have no cash value, and cannot be exchanged for cash.
16.3 Customers shall not be entitled to demand a cash refund instead of using a valid voucher, EMD or travel credit where the customer has accepted such voucher, EMD or travel credit as a remedy or alternative arrangement.
16.4 Vouchers, EMDs and travel credits may only be redeemed against flights or travel services available through Hello Flights, unless otherwise stated in writing.
16.5 Vouchers, EMDs and travel credits cannot be redeemed against fares or services displayed by airlines, online travel agents, metasearch engines, consolidators, competitors or third-party websites.
16.6 Voucher holders are not entitled to require Hello Flights to match, beat or honour prices available elsewhere.
16.7 Redemption is subject to fare availability, supplier availability, airline rules, taxes, fare differences and applicable Hello Flights booking or administration charges at the time of redemption.
16.8 The existence of a lower fare elsewhere shall not create entitlement to compensation, cash settlement, refund or additional voucher value.
16.9 Vouchers, EMDs and travel credits are non-transferable unless expressly stated otherwise in writing.
16.10 Vouchers, EMDs and travel credits are valid for 12 months unless otherwise stated in writing.
16.11 Expired vouchers, EMDs and travel credits become void automatically and will not be extended except where required by law or expressly agreed by Hello Flights in writing.
16.12 Where a booking purchased using a voucher, EMD or travel credit is cancelled, any refund entitlement may be returned as a replacement voucher, EMD or travel credit, subject to airline, supplier and fare rules.
18. Chargebacks and payment disputes
18.1 Customers should contact Hello Flights in writing before initiating any chargeback, payment dispute, bank recall or third-party payment complaint, so that Hello Flights has a reasonable opportunity to investigate and respond.
18.2 Customers must not misuse the chargeback process where Hello Flights has supplied the agreed service, issued tickets, processed an agreed refund, provided an accepted voucher or travel credit, or otherwise fulfilled the booking in accordance with the accepted booking terms.
18.3 Where a chargeback, payment dispute or bank recall is raised, Hello Flights reserves the right to defend the matter using all relevant evidence, including booking records, customer authorisations, payment records, emails, WhatsApp messages, SMS messages, call recordings, supplier records, ticket records, refund records, voucher records and delivery confirmations.
18.4 Where a customer raises a chargeback after receiving tickets, refunds, vouchers, travel credits or agreed services, Hello Flights may treat the matter as a formal dispute and may pursue recovery of any unpaid balance, chargeback loss, administrative cost or legal cost where permitted by law.
19. ATOL protection
19.1 Where ATOL protection applies, 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 only to the services specified on the ATOL Certificate and is governed by the Civil Aviation Authority and applicable ATOL Regulations.
19.4 ATOL protection is financial protection against insolvency of the relevant ATOL holder. It does not automatically cover airline delays, airline schedule changes, airline cancellations, seat allocation disputes, transit visa issues, passport issues, special requests, airline service complaints or voluntary cancellations.
19.5 Customers should carefully review their ATOL Certificate to understand what is protected.
20. Force majeure and events outside our control
20.1 Hello Flights shall not be liable for delay, disruption, cancellation, additional cost or failure to perform caused by events outside its reasonable control, including but not limited to war, terrorism, pandemics, epidemics, natural disasters, airspace closures, government restrictions, strikes, civil unrest, supplier failure, airline operational decisions, airport disruption or border restrictions.
20.2 In such circumstances, Hello Flights will provide reasonable assistance where possible, but any remedy will be subject to airline, supplier, fare rules and applicable law.
21. Limitation of liability
21.1 Hello Flights shall not be liable for indirect, consequential or speculative losses, including loss of earnings, missed events, emotional distress, inconvenience, hotel costs, transport costs, visa costs, additional travel costs or losses arising from airline or supplier operational decisions, except where such liability cannot be excluded by law.
21.2 Hello Flights’ liability shall be limited to the amount paid directly to Hello Flights for the affected booking, except where a higher liability cannot lawfully be excluded or limited.
21.3 Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.
22. Entire agreement
22.1 These Terms and Conditions, together with the booking confirmation, fare conditions, payment authorisation and any written booking approval accepted by the customer, constitute the agreement between the parties.
22.2 Customers acknowledge that they have not relied upon any verbal representation, assurance or promise not confirmed in writing by Hello Flights.
22.3 Verbal discussions with staff do not constitute contractual guarantees unless confirmed in writing by Hello Flights.
23. Governing law and jurisdiction
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 courts of England and Wales, subject to any mandatory consumer rights that may allow a customer to bring proceedings in another applicable UK jurisdiction.