Terms & Conditions








These booking terms and conditions govern all bookings that you make with Fidelity Travel UK Limited whose registered office is at Suite 34, 67-68 Hatton Garden, London EC1N 8JY. If you book a Flight with us, we will make the booking as an agent for the relevant supplier(s) (e.g. airline) and your contract will be subject to the supplier's own terms and conditions.


Making a booking with us constitutes acceptance of these terms.


No contract will come into existence between us until we accept your booking and we receive your deposit or full payment in cleared funds. We reserve the right to refuse, at our sole discretion, any booking. All services offered are subject to availability. When you make a booking, you confirm that you have the authority to accept, and do accept these conditions on your behalf and on behalf of all members of your party and further, if you are making a booking for more than one person, that you are responsible for all payments due from each and every party member for whom you are making a booking. It is your responsibility to ensure that any information which you give to us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party.



In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name and address, and any special needs/dietary requirements, etc.

We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies, etc. The information may also be provided to security, public authorities such as customs and immigration if required by them, or as required by law.

We will not, however, pass any information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary or religious requirements. If we cannot pass this information to the relevant suppliers, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. 


You must pay the balance by the due date shown on the confirmation invoice. Payment of the balance due must be made 8 weeks prior to departure. If the balance is not received by the due date, the Company reserves the right to cancel the booking and retain the deposit. If the booking is made within eight weeks of departure, full payment must be sent at the time of booking. Please note for some telephone bookings full payment may be required IMMEDIATELY i.e. before you receive our confirmation invoice. If this applies you will be advised when the booking is made. It is very important that you pay balances when due because failure to do so may lead to the cancellation of your flights and still leave you liable to pay cancellation charges. Where an extra booking charge applies this will have been advised at the time of booking. All cheque payments require 7 days to clear. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by suppliers. Please note we do not accept responsibility for cash sent by courier or post, even if sent by registered or recorded delivery post or any other special delivery.



All airlines offer only electronic confirmation of your reservation, or 'e-ticketing'. 



Please ensure that you are aware of all passport, visa and health requirements and that you allow adequate time to obtain them. You must check applicable requirements with the relevant Embassy, Consulate or Passport Agency. Please note that many countries require that your passport is valid for six months beyond the period of your stay. Requirements can change and it is your responsibility to ensure that you comply with applicable passport, visa and health requirements and take all necessary documents with you to gain access to any country or region to which you make travel arrangements or transit through. Fidelity Travel cannot accept any responsibility for customers who do not possess the correct documents and if you fail to do so, you will be solely responsible for any cost, loss or damage that you incur as a result of your failure.

Recommended vaccinations for travel may change at any time and you should consult your doctor on current recommendations before you depart. It is your responsibility to ensure that you obtain the recommended vaccinations, take all recommended medication and follow all medical advice in relation to your trip.



We strongly recommend that you take out travel insurance for your whole journey.



Air tickets returned to us for a refund are subject to an administration charge of £30 per ticket, irrespective of the number of tickets returned and you will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. An administration fee of £30 per ticket will be levied on any non-refundable ticket where a tax refund application is made by us at your request and on your behalf. If the recoverable tax components for your ticket are less than the administration charge the ticket will be deemed to be fully non-refundable. Refunds will not be paid to you until they have been received by us from the relevant airline or consolidator. In the case of airline ticket refunds this is normally 10-12 weeks from the point the tickets are submitted for consideration to the airline.



If after booking you wish to change your travel arrangements, we will do our best to meet your new requirements. You will need to confirm your instructions in writing and pay an amendment fee of £30 per booking. Also you must pay any costs we incur in making the amendment, including any charges that may be levied by suppliers (e.g. airlines, hotels). Please note that some travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.



We reserve the right to change the description of any flight and/or ground service before you book, in which case you will be told before a confirmation invoice is issued.



In the unlikely event that a booking has to be cancelled, for any reason other than non-payment by you, we will offer you alternative travel arrangements if these are available. Or, you can have a full and prompt refund of all monies paid to Fidelity Travel less any amendment fees. No compensation is payable.



We will not pay you compensation and will not be held responsible, if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, civil strife, industrial dispute including air traffic control disputes, terrorist activity and its consequences, natural and nuclear disaster, fire or adverse weather conditions, epidemics & pandemics, unavoidable technical problems with transport, closure or congestion of airports or ports. You can check the current position of any country by contacting the Foreign and Commonwealth Offices Travel Advice Unit at www.gov.uk/foreign-travel-advice. 



If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.




This contract is governed by the English Law, and any dispute arising between the parties is subject to the jurisdiction of the courts of England. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland.






  • BOOKINGS – can be made by telephone or email. Confirmations of bookings will be sent to you by email. Any further communication regarding your booking will also be sent to you by email. Any urgent communication will be made by telephone.




More than 24 hours before pick-up time

No charge

Between 12 and 24 hours before pick-up time

50% charge

Within 12 hours of pick-up time

100% charge




Arrival Flights - If there is delay to a passenger’s arrival flight, we will ONLY charge for the pick up from the actual time the flight arrives.

Departure Flights - We will not be responsible for any late arrival to your destination and we will not be responsible if a passenger misses a flight because of traffic or any road conditions out of Fidelity Travel UK Limited’s control.

Waiting Time - FREE 30 minutes waiting time for airport pick-ups. We charge 80p per minute for any further waiting time.



Passengers are responsible for the safety of their personal belongings and luggage at all times. Fidelity Travel UK Limited is not accepting any responsibility for any loss or damage to any property or luggage carried in the vehicles provided.

Fidelity Travel UK Limited will charge a fee of £100 for any damage to the vehicles made by passengers e.g. vomiting, spillage of food or drink.



Invoices will be sent to you by email shortly after the booking has been completed. Any queries with the invoice must be brought to our attention within 2 days. We accept payment by bank transfer and our payment terms are strictly 14 days.



We do not tolerate any unacceptable behaviour towards our staff, affiliates or representatives; verbal or physical. We will not tolerate any unlawful or inappropriate activities. We reserve the right to immediately terminate the service in any of these instances.



We welcome all feedback from our customers. If you should ever need to complain, we encourage you to do so with the member of our team who organised your booking. Please note that complaints are to be made within 5 days of service completion and cannot be considered once we have received payment for the invoice relating to the service being complained about. The right to a refund or compensation will be void if this procedure is not followed.


We will acknowledge your complaint within 2 working days and proceed to resolve all issues within 7 working days.









We provide you with booking services that facilitate the contract between you and the accommodation provider. We are appointed by the accommodation provider as their agent to act for and on their behalf in relation to your booking. Therefore, when you book a Hotel your contract for the provision of accommodation is directly between you and the accommodation provider, and these Booking Terms and Conditions are your contract with us solely in respect of your use of our booking services.

References to “accommodation provider” means the operator of any hotel, guesthouse, bed and breakfast, hostel, inn, apartment or other location providing accommodation services, and any aggregator or distributor of the same.




Hotel rates quoted to you and all fees, are calculated on a ‘per room’, ‘per night’ basis. Please note that Hotel rates do not include the following additional costs (where applicable):


  • Local city, tourist, resort or other taxes which need to be paid directly to the accommodation provider; and
  • Unless otherwise stated, fees for supplementary services that may be offered by the accommodation provider, including, but not limited to, supplements for extra people not included in the original booking; drinks and meals; phone calls; films; items from the mini-bar; and tips, which need to be paid directly to the accommodation provider.




Unless otherwise specified in your confirmation email, you must show your confirmation email and the payment card used to make the booking on arrival at the hotel.

It is your responsibility to ensure that you have received your confirmation email. We are not liable if you do not receive your confirmation email due to circumstances reasonably outside of our control including, but not limited to the following: (i) you gave us an incorrect email address; (ii) your email settings won’t allow our email to reach you; or (iii) your email settings treat our email as spam.




If you wish, or the accommodation provider wishes, to amend or cancel your Hotel booking for any reason, we will deal with the amendment or cancellation as agent on behalf of the accommodation provider. Your eligibility for refunds or any other compensation sought will be subject to any cancellation policy applied by the accommodation provider, in accordance with your contract. Details of your accommodation provider’s cancellation policy are made available to you at the time of booking and in your confirmation email. Where authorised, we will pass any refunds or compensation we receive on to you.


If, as a result, your booking is cancelled and a new booking is made, please note that payment for the new booking and (if due) any refund on the cancelled booking will be processed separately, and it may take a minimum of 5-10 working days for the refund to be processed.


  • Amendments or Cancellations by YOU


  • It is your responsibility to check the details of your booking. If you have made a mistake it cannot always be rectified after your booking has been confirmed.


  • Amendments to your Hotel booking are not permitted. In order to make any changes to your original booking, it will be cancelled and a new booking made. We cannot guarantee that the original Hotel rates will be available for your new booking.


  • Cancellation of an existing booking (regardless of whether a new booking is made) may be subject to an administration fee charged by the accommodation provider (which may be equal to or greater than, the total amount of your booking).


  • In addition, Fidelity Travel UK Limited may charge an administration fee for changes to your booking. If the changes affect more than one person on the booking then we may charge an administration fee per person.


  • Cancellations by US or the Accommodation Provider


  • In the unlikely event that the accommodation provider cancels your booking, we will use reasonable efforts to contact you as soon as reasonably possible using the contact details you provided at the time of booking. If the accommodation provider is unable to fulfill your booking and is unable to provide an alternative, your booking will be cancelled with a full refund. In these circumstances, we can assist you to make a new booking with an alternative accommodation provider.


  • No-shows or late arrivals


  • If you don’t show up or you arrive late, the accommodation provider’s no show/late arrivals policy will apply.


  • If your Hotel is overbooked on arrival


In the unlikely event that the Hotel is overbooked on arrival, we will not be liable. The accommodation provider is responsible for finding you suitable alternative accommodation.

Any questions?

We'll be happy to help.

Tel: 020 8312 2265 

Email: enquiry@fidelitytravel.co.uk

Or please use our contact form

Office hours

Mon - Sat: 9am to 5pm


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© Fidelity Travel Company Registration number: 08023716 Registered Office: Suite 34, 67-68 Hatton Garden, London EC1N 8JY