easyJet holidays terms and conditions
These are the legal terms and conditions (the “Terms”) which apply to your package holiday 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.
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.
“easyJet” means easyJet Airline Company Limited, a company registered in England (company no 3034606), whose registered office is at Hangar 89, London Luton Airport, Luton LU2 9PF
When certain words and phrases are in these Terms, they are defined terms with the meaning given below:
"child" is a child over two years old on the return date of the holiday and under 16 years old on the return date of the holiday.
"infant" is a child under two years old on the return date of the holiday.
“unavoidable and extraordinary circumstance” means a situation beyond the control of the party who invokes such a situation and the consequences of which could not 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 purchasing a package holiday from easyJet holidays.
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 regarding your holiday please use our contact details available on our Contact Us page.
3. Your holiday booking
A booking will exist as soon as we generate a booking reference in our systems. We will issue a booking confirmation via the confirmation page on our website or verbally by our operator if booked through our Customer Sales Team, both of which are followed up by email confirmation. If you book through one of our authorised travel agents, we will send the booking confirmation email to you and your travel agent. A booking is made on these Terms.
Your booking reference will be displayed on your booking confirmation.
If you think you have made a booking but have not received a booking reference or booking confirmation, please contact us.
When you make a booking you confirm that you have the authority to accept and you do accept on behalf of your party these Terms.
You are responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking. Please check all the details carefully and contact us (or your travel agent) immediately if there are any errors in your booking details.
Whether you book alone or as a group, we will only deal with the lead booking name in relation to booking payments, amendments and cancellations. In making this booking you accept and ensure that:
You need to be confident that your holiday is right for you. Please visit the Foreign & Commonwealth Office website at https://www.gov.uk/foreign-travel-advice or visit www.gov.uk/travelaware. Packed with essential travel advice and tips, these websites offer a wealth of country-specific information. The advice can change, so please check regularly for updates.
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. Therefore, you will benefit from all EU rights applying to packages. The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here.
4. Personal Data
Such information shall be treated in compliance with UK legislation, including European legislation applicable in the UK, as well as any other such legislation that substitutes, complements or elaborates the privacy and data protection legislation, and will be used to process bookings and payments made at your request.
For the purposes of these Terms, personal information includes, but is not limited to: any telephone numbers, e-mail addresses, addresses, signatures, ID or passport details, credit card details, personal preferences, disabilities, or any other personal information related to you or your group that may be relevant for your booking.
When you provide personal data to us which relates to another person, you must obtain their consent for you to provide such data to us for processing in relation to the booking. If they do not consent, you must not provide such information to us.
5. Your holiday is financially protected – ATOL
We provide financial protection for our flight inclusive 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 email@example.com.
When you buy an ATOL protected flight inclusive 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 will provide you with the services listed on the ATOL Certificate, or a suitable alternative. In some cases, where we are unable to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have 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 in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme, or your credit card issuer where applicable.
If we 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.
6. Protecting Standards - ABTA
We are a Member of ABTA, membership number Y6633. We are 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, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved..
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. If it is not resolved locally, please contact us straight away through our 24/7 Holiday Hub 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 our Customer Services Team 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).
8. The price of your holiday
Before making your booking, you will 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 in your booking and associated with the holiday booked. All prices advertised on our website reflect the total price including sales taxes. However in certain destinations you may need to pay tourist/city taxes locally. Where known to us we will endeavour to indicate these amounts at time of booking / in your booking confirmation.
Telephone bookings will incur an additional £15 booking charge.
All prices advertised on our website are accurate at the date published but we use a dynamic pricing model which means that our pricing can go up or down.
9. Paying for your holiday
When you make your booking you must pay a minimum non refundable deposit of £60 per person. Payment terms are variable across holidays and can range from full payment at time of booking to 60 days prior to departure. You will be advised at time of booking of the payment terms, the amount of deposit required and any subsequent balance due.
If payment in full is required at time of booking and is non-refundable, this will be clearly stated and you will have the option to accept or decline. Once accepted by you this payment is not refundable even in the event of cancellation except in the circumstances specified in sections 10, 14 or 15 of these Terms or as otherwise required by law.
When you pay a deposit, we will state on the booking confirmation the balance owed and the due date for the remainder of the payment. You must pay any balance due at least 60 days prior to the date of your departure. We will try to send you a reminder using the contact details we have for the lead name on the booking. If the deposit and/or balance is not paid in time, we reserve the right to cancel your booking. If the balance is not paid in time we will retain your deposit.
Payments must be authorised by the cardholder. We reserve the right to cancel or block your holiday payment, or take other action to protect us and our systems, with or without prior notice if:
If we block your payment as set out above, we may request that you make payment with a different payment method or payment card.
10. Price changes after making your booking
We can change your holiday price after you’ve booked, only in certain circumstances.
Changes in the level of taxes or fees imposed by third parties (including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports), or in exchange rates, mean that the price of your holiday may change after you have booked. However, there will be no change within 20 days of your departure.
We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your holiday. We may charge you for an amount over and above that. If this results in an increase equivalent to more than 8% of the price of your holiday, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel, you must do so within the time period shown on your final invoice.
Should the price of your holiday go down due to the cost changes mentioned above, we will not make refunds of amounts less than 2% of your holiday price, but you will be entitled to a refund of amounts exceeding 2%, less our administrative expenses incurred. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Our holiday prices can go up and down but when you make a booking the price of your holiday is confirmed by us (subject to the conditions above and clause 11 below). If the same holiday you’ve booked is available on our website at a different price after your booking is confirmed, we won’t refund or ask you to pay the difference between those prices.
11. Pricing errors
We endeavour to ensure that all pricing and other information on the website is accurate. However, it is always possible that despite our efforts there may be times when obvious errors occur such as the price or some other detail displayed being incorrect.
If we confirm and process your booking where a pricing or other error is obvious and could reasonably have been recognised by you as a mistake, we reserve the right to terminate the contract and refund you any sums you have paid us.
12. If you change your booking
If, after our booking confirmation has been issued, you wish to change your holiday arrangements in any way, for example your chosen departure date or accommodation, we will do our best to make these changes but it may not always be possible. We do not allow changes less than 2 days before departure.
Any request for change must be made through our Customer Services Team (or with the travel agent you booked though), by the lead person who made the booking. If the changes are possible there will be an administration charge as per the table below in addition to any increase in the price of the new arrangements including charges made by suppliers. You should be aware that these prices could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
When changing your holiday details, the price of your new holiday 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 60 days before travel, we will apply the reduction to the amount you have to pay. You won’t be entitled to a price reduction if the change is made 60 days or less before travel.
Note: Certain holiday arrangements may not be changeable after a booking has been made and any change request could incur a cancellation charge of up to 100% of the price. If you booked a non-refundable option, you may not be able to make any changes.
You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice via our Customer Services Team as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer and the new traveller agrees to comply with the Terms.
You are not permitted to resell or advertise your booking for resale to any other party on any selling platform, social media or other outlet, or for any financial gain
Administrative charges(per person):
- Hotel / date / flight change more than 60 days before travel: £30 + any increase in the price of your holiday and charges made by suppliers
- Hotel / date / flight change 60 days or less before travel. Changes cannot be made less than 2 days before travel: £55 + any increase in the price of your holiday and charges made by suppliers
- Spelling mistakes and title changes: Free
- Name change more than 60 days before travel: £60 + any charges made by suppliers
- Name change 60 days or less before travel. Changes cannot be made less than 7 days before travel: £110 + any charges made by suppliers
13. If you cancel your holiday
If you need to cancel your holiday booking, you must contact our Customer Service Team (or your travel agent) as soon as possible.
You can cancel your booking without paying cancellation charges if the performance of the travel services included in this package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office in connection with all but essential travel.
In other circumstances, if you want to cancel your holiday package and we are not at fault, we will apply a cancellation charge in accordance with the table set out below. 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 holiday and to compensate us for the risk that we may be unable to resell your holiday.
We will confirm to you the amount of the cancellation charge when you contact us. You will be responsible for paying this charge. If you want to cancel one or more passengers on the booking you will have to pay a proportion of the applicable cancellation charge for those passengers.
Period before departure within which notice of cancellation is received:
More than 60 days - Loss of deposit
60 – 40 days - 50% of total price retained by us
39 – 22 days - 75% of total price retained by us
21 – 0 days - 100% of total price retained by us
Exceptions: We offer holidays at our best available prices and we are able to do so on the basis that elements may be non-refundable in part or in full, in which case 100% of the cancellation charges will apply. Where a holiday is booked on a non-refundable basis, if you choose to cancel this booking this may result in cancellation charges of up to 100% of the booking price regardless of when the cancellation is made.
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. 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.
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.
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.
Occasionally we may need to make a significant change to your holiday. Examples of significant changes include, but are not limited to:
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 you will have the choice of:
If there is a significant change within 60 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 60 days of departure the following applies :
60 – 40 days - £10 for each full fare paying customer
39 – 22 days - £20 for each full fare paying customer
21 - 8 days - £30 for each full fare paying customer
7 – 0 days - £50 for each full fare paying customer
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, except where this is because you have not paid or pursuant to section 24 (Conduct), you can either have a full refund 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 24 (Conduct).
16. Our liability to youa. 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.
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.
17. 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 21 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 to ensure your return as scheduled 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 17 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.
18. Personal Injury
If you suffer injury or illness on your holiday you agree to assist us with our investigations in the following ways:
19. 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.
Excursions or other tours or activities that you may choose to book or pay for whilst you are on holiday do not form part of your Package and are not governed by the Package Travel and Linked Travel Arrangements Regulations 2018. If you book an excursion whilst on holiday, your contract will be directly with the third party provider and subject to their terms and conditions. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the third party.
When you fly with easyJet, your journey is subject to easyJet’s flight terms and conditions and these form part of your contract with us for your package holiday. They include conditions about baggage, airport procedures and times, and limits under international conventions. The easyJet flight terms and conditions can be found at https://www.easyjet.com/en/terms-and-conditions.
22. 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 https://www.easyjet.com/en/help/booking-and-check-in/check-in for online check-in opening and closing times.
23. 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.
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.
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. These charges must be met by you and may have to be paid locally.
We reserve the right to refuse to accept you as a customer 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 crew or ground staff believe that you could be disruptive or that you present a risk to health and safety, or for other reasons including those set out in easyJet airline’s terms and conditions, they can also refuse to let you proceed with your holiday arrangements, restrict your movements, or disembark you from an aircraft.
If you are disruptive and prevented from boarding your outbound flight, we will treat your booking as cancelled by you from that moment, and you will have to pay cancellation charges as set out in Section 13. If this occurs overseas then you will become responsible 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.
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 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.
25. 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. In the event of disruptions or changes to your holiday we may contact you via email, phone or SMS.
26. 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.
27. 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:
CAA Contact Details:
The Civil Aviation Authority
Gatwick Airport South
ATOL Helpline: 020 7453 6350