The following easyJet terms and conditions are for customers who’ve booked a flight and hotel together in one booking on easyJet.com website or app.
Quick glance – What you need to know
- Your booking is protected: Your contract is with easyJet holidays Limited and is financially protected by ATOL (or IPP if you’re from the Channel Islands or Isle of Man) and we’re a member of ABTA.
- Easy booking and changes: You can book online, and you can manage your booking easily. If you need to make changes or cancel, we’ll explain any fees or refunds. And you can find the details on our help centre.
- We’ll keep you informed: We’ll always try to let you know about any important changes to your booking as soon as we can.
- Your responsibilities: Make sure your details are correct, you have travel insurance, and you meet passport and visa requirements.
- Help when you’re away: If you’re travelling and have a problem, speak to the hotel and contact us straight away – we’re here to help 24/7.
- Behaviour matters: We expect everyone to behave respectfully. If not, your booking could be cancelled without refund.
- Your privacy: We’ll look after your personal data and only use it in accordance with our privacy policy.
PART A: GETTING STARTED
1. Introduction
These are the legal terms and conditions (the "Terms") which apply to your booking with easyJet holidays Limited. We are a company registered in England, whose registered number is 11927917 and whose registered office is at Hangar 89, London Luton Airport, Luton, Bedfordshire, LU2 9PF.
"Terms" means these terms and conditions and our Website Terms of Use, Expedia Inc’s Terms, easyJet Airline Company Ltd terms and conditions, Credit on Account Terms & Conditions (governing the provision of easyJet account credit), Privacy Policy, and Cookies Policy, copies of which are available at:
Expedia Inc. Terms (applicable to the hotel part of your booking)
Credit on Account Terms & Conditions
In these Terms when we refer to "we", "us" and "our" we mean easyJet holidays Limited. When we refer to "you" and "your" we mean the person making the booking and (where applicable) all persons named on your booking confirmation and in your travel party.
"account credit" means easyJet holidays credit on account. If we’ve offered you (in writing) credit towards a future easyJet or easyJet holidays booking, and you've accepted this offer, the corresponding credit amount will be added to your easyJet holidays online account. Use of the account credit to pay for a booking is subject to our Credit on Account terms and conditions which also explain how we will administer bookings made using account credit.
When certain words and phrases are in these Terms, they’re defined terms with the meaning given below:
"child" is a person two years old and over on the return date of the trip and under 16 years old on the return date of the trip.
"infant" is a person under two years old on the return date of the trip.
"unavoidable and extraordinary circumstance" means a situation beyond the control of the party who invokes such a situation and the consequences of which couldn’t have been avoided even if all reasonable measures had been taken. These include war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers, closed or congested airports (save overbooking), hurricanes and other actual or potential severe weather condition.
You should read these Terms carefully before you book to see how they affect your specific travel arrangements. The acceptance of these Terms is a condition of buying a flight and hotel together in one booking from easyJet.
There may be other restrictions and conditions on specific offers, but these are explained in the details of those offers and subject to acceptance of that offer.
2. How to contact us
If you need to contact us about your booking, please use our contact details available on our Contact Us page.
3. Your booking is financially protected – ATOL
We provide financial protection for our multi-contract package by way of our ATOL, license number 11694 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email claims@caa.co.uk.
When you buy an ATOL protected multi-contract package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if you need to make a claim.
We’ll provide you with the services listed on the ATOL Certificate, or a suitable alternative. If we’re unable to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you’ve bought or a suitable alternative, at no extra cost to you. You agree to accept that, in those circumstances, the alternative ATOL holder will perform those obligations, and you agree to pay any money outstanding to be paid by you under your agreement to that alternative ATOL holder. However, you also agree that it may not be possible to appoint an alternative ATOL holder, in which case you’ll be entitled to make a claim under the ATOL scheme, or your credit card issuer where applicable.If we’re 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, 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.
Residents of the Isle of Man and the Channel Islands aren’t covered by the CAA ATOL scheme. So, we’ve taken measures to provide insolvency protection by obtaining an insurance policy with International Passenger Protection (IPP) [DUAL Corporate Risks Limited] to safeguard the financial interests of these residents.
4. Protecting Standards - ABTA
We’re a Member of ABTA, membership number Y6633. We’re obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute.
If we can't resolve your complaint, use ABTA's simple procedure. More information on the Code and ABTA's role in resolving disputes can be found on www.abta.com.
PART B: BOOKING WITH US
5. Your booking
When you make a booking, easyJet holidays Limited act as agent for Expedia Inc. for the hotel included on your booking. The contract for your flight is with easyJet holidays Limited as principal, with easyJet Airline Company Limited acting as our sub-contractor for the provision of the flight included on your booking. Bookings are subject to these Terms which incorporate the terms and conditions of Expedia Inc. and easyJet Airline Company Limited (links to the applicable terms are provided in section 1 above).
Your booking reference will be displayed on your booking confirmation.
If you think you have made a booking but haven’t received a booking reference or booking confirmation, please contact us.
When you make a booking, you confirm that you have the authority to accept these Terms and you also accept on behalf of everyone on your booking.
When you make a booking and you’re logged into your easyJet.com account, it’ll add the booking to your account. Or you can link the booking to your account after it’s been confirmed. If you don't have an account, we’ll create an account for you (using the email address you use to make the booking), so you can manage your booking. Please see our Privacy Policy for more details.
Whether you book alone or as a group, we’ll only deal with the lead customer for booking payments, amendments and cancellations. In making this booking you accept and ensure that:
• You’re over the age of 18 and have full legal capacity and sufficient authorisation to make bookings and enter into legal agreements.
• You have the consent of all persons named in the booking, as well as the authorisation of the parents of any persons under 18 years of age that are named in the booking.
• You have read all the Terms and agree (on behalf of yourself and all other persons named on the booking) to be bound by them and any applicable service provider's booking conditions.
• You’re responsible for informing all persons named in the booking about all relevant details; including but not limited to the statements set out in our Privacy Policy, information on schedule changes or copies of booking confirmations.
• You can’t have more than one booking covering the same travel dates and any of the same named customers live at any given time,
• If you're travelling as part of a group, we recommend making a single booking where possible. This means that if any changes need to be made to your booking, everyone travelling with you is looked after the same way.
• You accept the financial responsibility for all transactions made in your name or through your bank account
• You’ll tell us at the time of booking of any personal circumstances and needs of any person included in the booking including, without limitation, whether any such person requires additional assistance (for example, if you or anyone on your booking have difficulty in walking 500 metres) and;
• Our dedicated Assisted Travel Team is available to support if you need help with your flights, transfers or hotel. Please submit the 'Request assistance’ online form on Manage booking (up to 14 days before departure) or contact our team as soon as you’ve booked. Once we know your requirements, we’ll work with our service partners to see how we can best meet your needs. For last-minute transfer and hotel requests, please contact us at least 72 hours before travel (48 hours for airport or airline assistance). If you’ve already submitted a request, need to update it, or have made changes to your booking, please call us.
• We’ll do our best to confirm the availability of accessible transfers and accessible rooms as soon as possible after you submit your request for assistance. However, please note that availability cannot be guaranteed, and in some cases, confirmation may only be possible up to 48 hours before departure, as this can vary depending on the hotel and transfer provider. If you require an accessible transfer or room, please be aware that an additional fee may apply. In certain circumstances, if we determine that we are unable to properly or safely accommodate the specific needs of the individual, we may be unable to accept the booking or may need to cancel it.
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018 which are shown at the end of these booking conditions. So, you will benefit from all UK rights applying to packages. The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here.
6. Personal data
We control the ways and the purposes for which your personal data is processed by us and we are the “controller” for the purposes of the data protection laws that apply to us (including the EU General Data Protection Regulation or GDPR).
We process your personal data in accordance with our Privacy Policy. For more information on the personal data that we collect about you, how we protect it, how and why we process it, who we disclose it to and what your data protection rights are, see our full Privacy Policy.
If you provide information about someone else, please make sure you have their permission to share it with us for the booking. Please make sure that the contact details of the lead customer and anyone else on the booking are correct and update us immediately if they change. You can do this on our website.
7. The price of your booking
Before making your booking, you’ll be informed as part of the pre-contractual information that we provide to you about the existence of additional costs arising or likely to arise from the services included or associated with your booking. Tourist or city taxes may apply in certain destinations and are typically set by local authorities. These charges can vary by country, region, municipality, accommodation type, length of stay, and sometimes by guest age. These taxes are payable locally, the payment method and amount are determined by local regulations and may change without prior notice. Where known, we’ll show the applicable taxes during the booking process or in your booking confirmation. You can also refer to our Tourist Tax Guide in the help centre for further information.
Exchange rates we use to show tourist taxes in GBP/Sterling are subject to change between the time of booking and time of travel. These charges are outside of our control and must be paid at the prevailing rate when you get to the property/hotel.
All prices advertised on our website are subject to frequent system updates and we use a dynamic pricing model which means that our pricing can go up or down.
8. Paying for your booking
When you make your booking, you must pay the full cost of the flight and hotel arrangements.
All payments you make are non-refundable unless you’ve cancelled your booking and a refund (which may include a part refund or account credit) is due to you as set out in Section 11 (If you cancel your booking), or Section 13 (If we cancel your booking).
Payments must be authorised by the cardholder. We reserve the right to cancel or block your payment, or take other action to protect us and our systems, with or without prior notice if:
• the payment transaction has an elevated risk of fraud measured by examining a range of pre-set data and based on our extensive knowledge and experience of fraud attempts.
• the cardholder didn’t authorise the payment and claims that the booking is fraudulent.
• or we reasonably suspect that the cardholder or customer is connected to other fraudulent activity.
If we block your payment as set out above, we may ask that you make payment with a different payment method or payment card.
If we believe that your booking is fraudulently funded, or that you or any person acting on your behalf attempts (or has attempted) to deceive or defraud easyJet at any point (including unfairly claiming compensation or a refund including by way of chargeback), we reserve the right to, among other things, cancel the booking and future bookings without further notice, refuse to accept future bookings, and recover amounts from the person or persons involved.
9. Pricing policies and adjustments
Pricing errors:
We try to make sure all pricing and information on our website is correct. However, in the rare event that we confirm and process your booking where an obvious error has occurred, such as an incorrect price or detail being displayed, we reserve the right to terminate the contract and refund any payments made, if we’ve confirmed your booking. This applies to prices that could reasonably have been recognised as a mistake where they aren’t reflective of other flight and hotel bookings of a similar standard on our website.
Price changes:
Our prices can go up and down, but when you make a booking the price of your booking is confirmed by us (subject to any pricing errors (above), or pricing surcharges (below). If the same arrangements you've booked are available on our website at a different price after your booking is confirmed, we won't refund you or ask you to pay the difference between those prices.
Pricing surcharges:
Once your booking is confirmed, there are limited situations where we can change the price of your booking. If factors beyond our control, such as changes in fuel costs, energy sources, taxes, fees (including tourist, airport, or port charges), or exchange rates, affect the price, we may need to increase it. Any price change will be made no later than 20 days before your scheduled departure and will include a £1.00 per person administration charge, plus an amount to cover agent commission.
If the increase is more than 8% of your booking price, you’ll have three options:
- Accept the price increase
- Choose an alternative arrangement we offer (of equivalent or higher quality at no extra cost or receive a refund for the difference if it's of lower value)
- If we can’t offer an alternative or you don’t wish to accept the one we do offer, you cancel your booking and receive a full refund (excluding any amendment charges).
You’ll have 14 days from notification to let us know your decision. If we don’t hear from you after a reminder, we may cancel your booking and provide a refund.
If our costs go down for any of the reasons above, we’ll refund you the difference, minus our administrative expenses for processing the refund.
PART C: MANAGING YOUR BOOKING
10. If you change your booking
If you’d like to make changes to your booking after it’s been confirmed, please refer to our help centre for more information about changes (including details of any amendment and/or cancellation fees payable). Please note that certain changes are treated as a cancellation by the travel providers and charges of up to 100% will apply. Changes to non-refundable bookings are very restrictive and the travel providers will treat most changes as a cancellation of the service.
When changing your booking details, the price of your new booking arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking. If the new price is lower and you make the change more than twenty-eight (28) days before travel, we’ll issue a refund of the difference in cost. You won't be entitled to a refund if the change is made within twenty-eight (28) days of travel.
You can transfer your booking to another person, who meets all the conditions that apply to this booking, including the same group size and adult/child combination, by giving us notice through contacting our Customer Services Team as soon as possible and no later than three days before departure. Both you and the new customer are responsible for any costs incurred in making the transfer, and the new customer must agree to our Terms.
Bookings cannot be resold or advertised for resale on any platform, social media, or other outlet, nor can they be transferred for financial gain.
Changes and fees
If you need to make a change to your booking, please visit our help centre for details of the changes you can request and the fees payable if we are able to make the change.
Change fees are payable at the time of change and are non-refundable. Our change fees, as explained on our help centre, are subject to change without notice.
If you select seat number(s) on our aircraft, your seat selection is non-refundable if you choose to cancel your seat, or downgrade to a different seat. If you change your booking to a different flight, we’ll try and offer you comparable seat numbers, but no refund will be offered where this isn't possible. Any additional flight services you book (such as sports equipment or extra bags) cannot be changed and are non-refundable (unless we have to cancel your flight).
11. If you cancel your booking
If you need to cancel your booking, you can do this yourself online by logging into your booking or account. If there’s less than 28 days to go, you must contact our Customer Service Team as soon as possible.
In other circumstances, if you want to cancel your booking and we’re not at fault, we’ll apply a cancellation charge as shown in the table below. With the exception of non-refundable bookings, the cancellation charge is calculated according to how many days before your booked departure we receive your cancellation notice and is to cover our administrative and management costs of cancelling your booking and to compensate us for the risk that we might be unable to resell your flight and hotel. If you cancel, you must still pay any insurance premiums and amendment charges which arose before the cancellation.
We’ll confirm to you the amount of the cancellation charge when you go through the online steps to cancel the booking or when you contact us. You’ll be responsible for paying this charge. If you want to cancel one or more customers on the booking, you’ll have to pay a proportion of the applicable cancellation charge for those customers. If at the time of cancellation, you have paid us more than the cancellation charge, you’ll be entitled to receive a refund of the difference back.
Please note: Certain bookings involve flights and hotels that are non-refundable whenever a booking is cancelled. Any cancellation you make may incur charges of up to 100% of the price. Where applicable, details will be given at the time you select these arrangements.
Cancellation charges (% of total price kept by us):
|
How many days before travel |
Non-refundable booking |
All other flight + hotel bookings |
|
28 days or more |
100% |
No fee or cancellation charges |
|
27 days to 14 days |
100% |
75% |
|
13 to 0 days |
100% |
100% |
If you contact the team to cancel your booking, an admin fee may be needed to process the cancellation. Please visit our help centre change fees table for further details
Where you’re entitled to receive account credit the supplementary terms set out in the Credit on Account Terms & Conditions will also apply.
If you, or someone on your booking doesn't travel on the outbound flight, and you fail to let us know before you were due to depart, the hotel and any transfer services included in your booking will be treated as being cancelled and you won't be entitled to a refund.
12. If we change your booking, other than price
The hotel descriptions are based on information we receive from Expedia Inc and information Expedia receive from the hotels. Changes to hotel information, facilities, activities, services and board basis can happen 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 hotel, these are a guide; the journey time to your chosen hotel may vary.
We hope that we won’t have to make any change to your booking but, we sometimes we do need to make changes. It’s a term of your booking that we’re able to make such changes.
Limited or insignificant changes
If the change is considered limited, or “insignificant” as set out in the package travel regulations, we'll try and tell you about it. Examples of these changes include moving your outward or return flights by less than 12 hours, change of hotel to another of the same or higher standard, or changes of carriers. Where we’re unable to provide a seat option that you’ve paid for we’ll refund the amount you’ve paid.
Significant changes
Occasionally we may need to make a significant change to your booking. 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’re due to leave won’t be considered a significant change to your booking unless the delay is for more than 24 hours.
If we make a significant change, we’ll contact you before you travel (if there’s time), and we’ll try to offer you the choice of:
- accepting a replacement flight and/or hotel from us of equivalent standard and price, at the date of the change, if we can offer you one; or
- accepting a replacement flight and/or hotel from us of a lower standard, at the date of the change if we can offer you one and recover from us the difference in price between the arrangements originally purchased and the lower standard arrangements; or
- cancelling your booking with us and receive a full refund of all monies paid.
If there’s a significant change within 28 days of departure, we’ll 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 two days. If you don’t respond to us within the timescale given, your booking may be cancelled.
The compensation that we offer doesn’t exclude you from claiming more if you’re entitled to do so.
Within 28 days of departure the following applies:
|
Period before departure |
Amount you'll receive from us for |
|
27 - 8 days |
£30 |
|
7 – 0 days |
£50 |
We’ll only make one compensation transaction per booking.
13. If we cancel your booking
If we cancel your booking because of your conduct or behaviour (section 19, Conduct), we won’t issue a refund or account credit.
If we cancel your booking 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 booking from us of:
(i) at least equivalent standard and price, if we’re able to offer you one or (ii) a lower quality arrangement, if we’re able to offer you one and recover from us the difference in price between the booking originally purchased and the lower standard booking.
Should you choose option (i) or (ii) above, the terms and conditions applicable to your booking won’t change and these Terms will apply to your new booking. We’ll pay you compensation using the scale shown in section 12 (If we change your booking), unless:
a) we cancel your booking because of an unavoidable and extraordinary circumstance or b) we cancel your booking due to section 19 (Conduct).
PART D: PREPARING FOR YOUR TRIP
14. Before you go
It’s important that you have sufficient insurance in place to cover you and anyone else on your booking, including infants and children. Please make sure that you have a valid travel insurance policy in place from the time of booking. This should provide adequate cover if you need to cancel, require medical attention overseas, or if your return to the UK is delayed. Visitors to European counties are also recommended to obtain a Global Health Insurance Card, but this is not a substitute for travel insurance.
It’s your responsibility to secure the appropriate passport, visa and other immigration documents required for travel, and/or to comply with any health formalities required. We do not accept any responsibility if you cannot travel because you haven’t followed the passport, visa, and immigration requirements and / or you fail to comply with all applicable health requirements. Following the UK's exit from the European Union, rules on passport validity (visas, and healthcare) have changed, you must follow the latest government guidance.
You need to be confident that your booking is right for you. You can find foreign travel advice and travel aware by visiting the Foreign Commonwealth & Development Office website, where you'll find essential travel advice and tips and country-specific information. The advice can change, so please check regularly for updates. We want you to travel with confidence.
15. Online check-in
All customers must check in online before they travel. You’ll be able to check in online for your flight before departure at www.easyjet.com. When checking in online you’ll need to provide your Advanced Passenger Information, such as your name, date of birth and passport details, and have your booking reference to hand. See our online check-in opening and closing times.
PART E: WHEN YOU TRAVEL
16. Flights (Seating, Bags 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 booking. They include conditions about bags, seat selection, airport procedures and times, and limits under international conventions.
Before you travel, you’ll be able to buy additional flight services such as extra bags, adding sports equipment or selecting your seat numbers on the aircraft. These services are available at the time of booking or in my account post booking. Charges apply for these added services and refunds will only be offered if we have to cancel your flight.
17. Additional conditions
Transfers for children and infants
Please note that infant car seats and/or children's car booster seats aren’t provided as standard for any transfers and must be taken as part of your baggage. If you’re travelling with a child or infant who needs 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 extra baggage is at your own cost.
Sports equipment
Where you’re travelling with any sports equipment, your booking price may increase due to costs for added transfer requirements for such equipment. Please contact our customer service team before booking to discuss your requirements.
Airport parking
Where you buy airport parking through our website this is provided by Holiday Extras. Full payment will be taken for the parking at the time of booking. Your booking will be subject to the Holiday Extras Terms and Conditions.
Your hotel
Any hotel we arrange for you must only be used by those people named on your final booking documentation. You’re not allowed to share the hotel or let anyone else stay there. You’re responsible for the cost of any damage caused to your hotel 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.
18. Experiences
Experiences such as tours, excursions, attraction tickets, sightseeing trips, spa or wellness treatments, events, or activities (“Experiences”) that you choose to book and pay for before you go, or locally at your hotel, spa, or wellness centre are not part of your booking with us and are not covered by the Package Travel and Linked Travel Arrangements Regulations 2018. This applies to any Experiences you book before you go or while you’re away, whether through Musement S.p.A or any other independent local provider.
easyJet isn’t responsible or liable for any issues or incidents that may arise from Experiences booked through Musement or independently. We don’t act as the principal for any Experience provider, and your contract will be directly with the third-party provider of the Experience.
Please make sure to carefully review any terms and conditions that apply to your chosen Experience, including those found on advertisements, websites, tickets, or receipts. Your contract for the Experience may be subject to the laws and jurisdiction of the country where the Experience takes place.
19. 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 hoteliers in evicting you from accommodation, or terminating your 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 destination 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 threatening, abusive, 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 booked arrangements, restrict your movements, or disembark you from an aircraft. If you’re prevented from boarding your outbound flight, we’ll 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’ll have to pay cancellation charges as set out in Section 11.
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’ll 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 won’t be liable for any refund, or compensation or any costs or expenses you incur. Or, at our discretion, you may be allowed to continue with your travel arrangements, but you may have to follow 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 traveller, customer, 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:
Any activities you might choose to take part in during your trip 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’re responsible for your own actions. It’s 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 booking is accepted by us on the basis that you understand and accept the risks involved in such activities. You’re under no obligation to take part in any activity offered to you as part of the booking. If at any time you or a member of your party feels unsafe, uncomfortable or unsure about taking part in an activity during your trip 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 can’t accept liability for the behaviour of other people staying at your accommodation or travelling on your flight, or for any facilities/services being withdrawn because of their actions. We're not responsible and won’t be liable for accidents or injuries, loss or damage which may have been caused because of; (a) your inappropriate or irresponsible behaviour; (b), your judgment being impaired by alcohol or drugs.
PART F: IF THINGS GO WRONG
20. Complaints
If you have a complaint about any of the services included in your booking, you must inform the hotelier without undue delay who’ll try to put things right. Please also contact us straight away through our 24/7 Customer Service team and we’ll seek to help.
If you’re 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 don’t follow the requirement to report your complaint whilst at the hotel, we’ll have been deprived of the opportunity to investigate and rectify it, and this may affect your rights under this booking. Please also see Section 4 above (on Protecting Standards – ABTA).
21. Our liability to you
a) We’re responsible for making sure that each of the travel services in your booking with us is provided to a reasonable standard and as described by us.
b) You must tell us without undue delay during your trip of any failure to perform or improper performance of the travel services included in your booking. If any of the travel services included in your booking 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 because of the services provided as part of your booking. 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’ll also be required to comply with the requirements of section 23 below.
d) We won’t be liable under 21 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 booking 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.
22. 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 booking. 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, the Athens Convention in respect of travel by sea, 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 1 for easyJet flight terms and Expedia Inc. hotel 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 booking 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’s impossible for us to ensure your return as agreed according to your booking, due to unavoidable and extraordinary circumstances, we’ll 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, if you notified us of these needs at least 48 hours before your departure.
Please note this section 22 does not apply to any separate contracts that you may enter into for experiences or activities whilst on your trip. Further details on experiences can be found above in section 18.
23. Personal injury
If you suffer injury or illness on your trip you agree to help us with our investigations in the following ways:
• you should contact our 24/7 Customer Services team and the service provider involved, about your injury or illness while you’re away.
• you should write to our customer services team about your claim within 28 days of coming home from your trip 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’ll 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 won’t 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.
24. Additional assistance
If you're in difficulty whilst away and ask us to help, we’ll 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 support, if the difficulty is your fault.
PART G: TECHNICAL & LEGAL
25. Contacting you
We’ll communicate with you using the email address provided by the lead customer when the booking was made. This is our primary means of communication so please make sure that your email address is correct and that emails from easyJet are not treated as 'spam'. In the event of disruptions or changes to your booking we may contact you through email, phone or text message.
26. 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.
27. Multi-contract package – 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. Visit our contact us page for more information on contacting easyJet.
• 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
ATOL Helpline: 020 7453 6350
Website: www.atol.org.uk