Depending on how you contact us to cancel your holiday, an admin fee may be required to process the cancellation. Please visit our help centre for further details of our fees.

Where you are entitled to receive account credit the supplementary terms set out in the Credit on Account Terms & Conditions  will also apply.

If you or any member of your party doesn't travel on the outbound flight, and you fail to let us know before you were due to depart, the hotel and transfer services included in your package will be treated as being cancelled and you won't be entitled to a refund.

14. If we change your holiday, other than price

Our holiday descriptions are based on research of hotels by our teams and information we receive from our suppliers. We plan your holidays many months in advance and changes to hotel information, facilities, activities, services and board basis can occur for a variety of reasons. Hotels may also be affected by building work or renovations and advertised facilities and activities may be temporarily unavailable, especially during times when hotels have lower occupancy at the start and end of seasons. If we’re made aware of changes, we try to include updates on our website. If after booking, we consider that a change is important, we’ll try and tell you about it as explained below. Where we quote transfer times between the airport and resort, these are a guide; the journey time to your chosen hotel may vary.

Your holiday may be affected by extra measures taken relating to COVID-19 or similar, which are outside of our control and which may change the availability of facilities and activities at your hotel or means there’s certain rules or procedures to be followed, including, where applicable, the use of face masks.

We hope that we will not have to make any change to your holiday but, we sometimes do need to make changes. It is a term of your booking that we are able to make such changes.

Insignificant Changes

If the change is insignificant, we’ll try and tell you about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, change of accommodation to another of the same or higher standard, changes of carriers.   Where we are unable to provide a seat option that you have paid for we will refund the amount you have paid.

Significant Changes

Occasionally we may need to make a significant change to your holiday. Examples of significant changes include, but are not limited to:

• a change in your flight departure time by more than 12 hours;
• a change to your departure or arrival airport to one which is significantly more inconvenient to you (this does not include changes between airports in the same city);
• a change in your destination locality; or
• a change of accommodation to that of a lower category.

A delay to your flight that we need to make within 24 hours before you are due to depart will not be considered a significant change to your holiday unless the delay is for more than 24 hours.

If we make a significant change we will contact you before you travel (if there is time), and we will endeavour to offer you the choice of:

• accepting a replacement holiday from us of equivalent standard and price, at the date of the change, if we are able to offer you one; or
• accepting a replacement holiday from us of a lower standard, at the date of the change if we are able to offer you one and recover from us the difference in price between the holiday originally purchased and the lower standard holiday; or
• cancelling your holiday with us and receive a full refund of all monies paid.

If there is a significant change within 28 days of departure, we will also pay you compensation, using the compensation table shown below, unless the change is due to unavoidable and extraordinary circumstances.

Please check the notification of changes carefully and let us know your decision within 2 days. If you do not respond to us within the timescale given your booking may be cancelled.

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.  

Within 28 days of departure the following applies:

Compensation payments relating to a child place for which you have paid a child price are half the amounts shown (up to half the child price paid). There are no compensation payments payable to those travelling on 'Free Child places', or other free places.

We will only make one compensation transaction per booking.

15. If we cancel your holiday

If we cancel your holiday because of your conduct / behaviour (section 25, Conduct), we will not issue a refund or account credit. 

If we cancel your holiday because you have not paid your final balance at least 28 days before travel, we will not issue a refund or account credit of the deposit you have paid, 

If we cancel your holiday for any other reason, you can either have a full refund, choose to receive account credit (subject to our Credit on Account Terms & Conditions ), or accept a replacement holiday from us of:

(i) at least equivalent standard and price, if we are able to offer you one or;
(ii) a lower quality holiday, if we are able to offer you one and recover from us the difference in price between the holiday originally purchased and the lower standard holiday.

Should you choose option (i) or (ii) above, the terms and conditions applicable to your holiday will not change and these Terms will apply to your new booking. We will pay you compensation using the scale shown in section 14 (If we change your holiday), unless:

a)      we cancel your holiday because of an unavoidable and extraordinary circumstance; or
b)      we cancel your holiday because you do not pay us the balance of the holiday price; or
c)      we cancel your holiday pursuant to section 25 (Conduct).

16. Complaints

If you have a complaint about any of the services included in your holiday, you must inform the supplier of the service in question locally without undue delay who will endeavour to put things right. Please also contact us straight away through our 24/7 On Holiday Support line and we will seek to assist you.

If you are still not satisfied then please follow this up as soon as possible after your return home and within 28 days by writing to us using the form on our Contact Us page on the website, giving your booking reference and all relevant information, including contact telephone information.

If you fail to follow the requirement to report your complaint whilst in destination, we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see Section 6 above (on Protecting Standards – ABTA).

17. Our liability to you

a) We are responsible for making sure that each of the travel services in the package holiday you book with us is provided to a reasonable standard and as described by us.

b)  You must inform us without undue delay during your holiday of any failure to perform or improper performance of the travel services included in your package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both.

c) We may pay compensation if you suffer injury, illness or death directly as a result of the services provided as part of your package holiday; any such compensation will be similar to compensation levels awarded under English law in an English court, and in respect of any claim for such compensation, you will also be required to comply with the requirements of section 19 below.

d) We will not be liable under 17 b) or c) above in respect of any claim which is due to:

• you or another member of your party; or
• a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or
• an unavoidable and extraordinary circumstance; and/or
• (i) unusual and unforeseeable circumstances beyond our control which could not have been avoided even if all due care had been exercised; or (ii) an event we or the supplier of services could not foresee or forestall.

We take all reasonable care to make sure that all the services which make up your package holiday are provided by efficient and reputable businesses. These businesses should follow all local standards and regulations. However please note that standards overseas (even in Europe) may not be the same or as high as those that apply in the UK.

18. Other limits of liability

Our liability, except in cases involving death, injury or illness, is limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with

a)        the contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and

b)        any relevant international convention, for example the Montreal Convention in respect of travel by air and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions.

Please see section 22 for easyJet flight terms. You can ask for details of other applicable travel service contractual terms, or the international conventions, from our Customer Services Team.

You have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be available at airports and from the airline. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these Terms. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

If it is impossible for us to ensure your return as agreed according to your booking, due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

Please note this section 18 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday. Further details on excursions can be found below.

19. Personal Injury  

If you suffer injury or illness on your holiday you agree to assist us with our investigations in the following ways:

• you should contact our 24/7 On Holiday Support team and the service provider involved, about your injury or illness while you are in the resort;
• you should write to our customer services team about your claim within 1 month of coming home from your holiday to allow us to investigate it properly and cooperate with us so that we can carry out such investigation;
• you should include a letter about your injury or illness from your doctor if you can;
• you will transfer to us any rights you have against the supplier or any other person, so that we can claim back from suppliers any payments we make to you, plus any legal or other costs. We will not make a profit from this; and
• you should cooperate fully with us if we or our insurers want to enforce any rights transferred to us.

20. Additional assistance

If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance, and helping you to find alternative arrangements and necessary phone calls or emails. We may require you to pay the costs we incur for providing this assistance, if the difficulty is your fault.

21. Excursions

Excursions or other tours, attraction tickets, sightseeing trips, events or activities ("Excursions") that you may choose to book or pay for in connection with your holiday do not form part of your Package and are not governed by the Package Travel and Linked Travel Arrangements Regulations 2018. This applies to any Excursions you book before you go or during your holiday which are offered through Musement S.p.A, or any other independent local Excursion organiser or provider. We don't have any responsibility or liability whatsoever for anything that happens or may go wrong with an Excursion that you book through Musement or independently. easyJet holidays do not act as principal for the excursion provider in the sale of any Excursions. If you book an Excursion your contract will be directly with the third party Excursion provider. It is your responsibility to note carefully any terms and conditions which apply to the Excursion or which are contained on any Excursion advertisement, website, ticket or receipt you are given. Your Excursion contract may be subject to the laws and jurisdiction of the country in which you take the Excursions. 

22. Flights (Seating, Baggage and other services)

When you fly with easyJet, your journey is subject to easyJet flight terms and conditions and these form part of your contract with us for your package holiday. They include conditions about baggage, seat selection, airport procedures and times, and limits under international conventions.

Before you travel, you will be able to buy additional flight services such as additional baggage or selecting your seat numbers on the aircraft. Some of these services are available at the time of booking your holiday or in my account post booking. Charges apply for these additional services and refunds will only be offered if we have to cancel your flight. 

23. On line Check in

All customers must check-in online before they travel. You will be able to check in online for your flight prior to departure via www.easyjet.com. When checking-in online you will be required to provide your Advanced Passenger Information and have your booking reference to hand. Check here for online check-in opening and closing times.

24. Additional conditions

Transfers for children/infants

Please note that infant car seats and/or children’s car booster seats are not provided for any transfers and must be taken as part of your baggage. If you are travelling with an infant who requires them, you can bring two items for free with you.  These include a travel cot, pushchair, double pushchair, buggy, car seat, collapsible or non-collapsible pram, booster seat and/or baby back carrier (please check they are suitable to take on board). Any additional baggage is at your own cost.

Sports Equipment

Where you are travelling with any sports equipment, your holiday price may increase due to costs relating to additional transfer requirements for such equipment. Please contact our customer service team prior to booking to discuss your requirements.

Your accommodation

Any accommodation we arrange for you must only be used by those people named on the final version of your booking confirmation. You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay and you may be asked to pay a breakage deposit upon check-in. These charges must be met by you and may have to be paid locally.

25. Conduct

Your behaviour:

We reserve the right to refuse to accept you as a customer, deny you from boarding our flights and other services, support our hotel partners in evicting you from accommodation, or terminating your holiday contract or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or agents at the point of departure or in resort in any risk or danger, whether on the telephone, in writing or in person.

If our staff believe that you could be or have been disruptive, or that you present a risk to health and safety, or for any other reasons including those set out in easyJet airline’s terms and conditions, including, without limitation, our right to refuse carriage, they can also refuse to let you proceed with your holiday arrangements, restrict your movements, or disembark you from an aircraft.  If you are prevented from boarding your outbound flight, we will treat your booking (and any subsequent flights that may form part of your booking) or any future booking, as cancelled by you from that moment, and you will have to pay cancellation charges as set out in Section 13.

If such an incident occurs overseas that results in your eviction from a hotel or being denied use of your return flight or other services, then you will become responsible for arranging and paying for your own accommodation and return home and any other members of your group who cannot or will not travel without you. We will not be liable for any refund, or compensation or any costs or expenses you incur.  Alternatively, at our discretion, you may be allowed to continue with your holiday but you may have to comply with specific conditions.

In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any damages, costs, fines and expenses (including legal expenses) incurred as a result of your behaviour including but not limited to (i) repairing or replacing property lost, damaged or destroyed by you, (ii) compensating any holiday maker, passenger, crew, staff or agent affected by your actions and (iii) diverting the aircraft for the purpose of removing you from the aircraft. Criminal proceedings may also be instigated.

Your acceptance of risks:

Some of the activities you might choose to take part in during your Holiday may involve a degree of personal risk.  The natural environment can, at times, be hazardous and many activities, such as water sports, waterslides, self drive rental vehicles and ski/snow related experiences are activities with a risk of personal injury or death. If you decide to take part in such activities, you accept these risks and you are responsible for your own actions. It is your responsibility to follow the safety instruction provided by guides or instructors and observe any applicable notices. A failure to do so will increase your risk of injury.  Your holiday booking is accepted by us on the basis that you understand and accept the risks involved in such activities.  You are under no obligation to take part in any activity offered to you as part of the holiday.  If at any time you or a member of your party feels unsafe, uncomfortable or unsure about taking part in an activity during your Holiday you should immediately stop and report your concerns to the organiser, instructor or relevant person in authority.  You must ensure you have suitable travel insurance for the activities you plan to take part in.

The behaviour of others:

We cannot accept liability for the behaviour of other people staying at your accommodation or travelling on your flight, or for any facilities/services being withdrawn as a result of their actions. We’re not responsible and will not be liable for accidents or injuries, loss or damage which may have been caused as a result of; (a) your inappropriate or irresponsible behaviour; (b), your judgment being impaired by alcohol or drugs.

26. Contacting you

We will communicate with you using the email address you have provided. This is our primary means of communication so please ensure that your email address is correct and that emails from easyJet holiday are not treated as 'spam'. In the event of disruptions or changes to your holiday we may contact you via email, phone or SMS.

27. Travel Agents

All monies you pay to a travel agent are held by them on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by them, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.

28. Law and Jurisdiction

This agreement and our services shall be exclusively governed by and construed in accordance with English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

Package Holidays - Key Rights under the Package Travel Regulations

You also benefit from consumer protection under package travel laws. Your key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 are set out below:

• Travellers will receive all essential information about the package before concluding the package travel contract.
• There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
• Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent. You can get in touch with easyJet via phone, email or webchat - for details visit our Contact us page
• Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
• The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8 % of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
• Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
• Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
• Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
• If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
• Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.
• The organiser has to provide assistance if the traveller is in difficulty.
• If the organiser or, in some Member States, the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. We (easyJet holidays Limited) have taken out insolvency protection under the ATOL scheme, which is administered by the UK's Civil Aviation Authority (CAA).Travellers may contact the CAA if services are denied because of our insolvency at the following details:

 

CAA Contact Details:

The Civil Aviation Authority

Gatwick Airport South
West Sussex
RH6 0YR

claims@caa.co.uk     

ATOL Helpline: 020 7453 6350

Website: www.atol.org.uk