Terms and conditions

About XcessFly

These terms apply when you book flights with XcessFly Ltd, trading as XcessFly, a company registered in England and Wales (number 17468041), registered office 5 Brayford Square, London, United Kingdom. You can contact us by phone 07368652169, email [email protected], or write to us at 5 Brayford Square, London, United Kingdom.

Who can book

The person making the booking (the lead passenger) must be 18 or over. They accept these terms on behalf of everyone in the booking and are responsible for all payments due.

Our role

We are a booking agent. We sell flights on behalf of our ATOL-holding partners, who issue the tickets, and on behalf of the airlines. Your contract for the flight itself is with the airline, under the airline's conditions of carriage.

Quotes and prices

Fares on this website are examples for selected dates. Airline prices change all the time, so a fare is only guaranteed once your ticket is issued. A quote we send you shows how long we expect the price to be held. Before you pay, we confirm the total price including taxes, airline charges and any fee of ours.

A deposit holds your reservation but does not fix the fare or taxes. Until your ticket is issued, we may need to pass on increases in taxes, airline or fuel charges, airport charges or exchange rates. We will tell you before we do. Once your ticket is issued, its price no longer changes.

Deposits and payment

A deposit of £50 per person holds your booking. The deposit is non-refundable and cannot be transferred to another booking, except where the law or the airline gives you a right to a refund.

We issue your tickets only once you have paid in full. If the balance is not paid by the date we give you, we may cancel the booking. You will then lose your deposit, and the cancellation charges below will apply.

You can pay the deposit to hold your booking and the balance later, or pay in full straight away. You can pay by debit or credit card through our secure payment page, which is run by Stripe, or by bank transfer into our company bank account. We never see or store your full card number. We do not accept cheques. The payment page shows every payment you have made and what is left to pay.

Please check every name on the booking matches the passport exactly, and check the dates, times and airports on your e-ticket as soon as you receive it.

Changes and amendments

Please ask for any change in writing, by email or letter. Some changes cost extra, and we always tell you the cost before we go ahead.

• Date changes before your ticket is issued: £25, plus any difference in fare.
• Date changes after your ticket is issued: £50, plus the airline's charges, if the airline allows the change.
• Name changes before your ticket is issued count as cancelling and rebooking, so the cancellation charges apply.
• Name changes after your ticket is issued are not possible.

Cancellations by you

Please ask for any cancellation in writing, by email or letter.

• Before your ticket is issued: you lose your deposit and pay a cancellation fee of £50.
• After your ticket is issued: a cancellation fee of £75, plus the airline's charges. Any refund depends on the airline's refund rules.

See cancellations and refunds for how refunds work.

Refunds

Most discounted airline tickets are non-refundable or only partly refundable, and refunds are subject to the airline's cancellation charges and our fees above.

Refunds usually take 8 to 12 weeks, and can take longer if the airline needs to look into it. We pay your refund once we receive the money from the airline or the ticketing company, and no interest is added. Refunds go back to the card you paid with, or to a bank account you tell us.

Tickets returned for a refund more than one year after the date they were issued have expired, and no refund is due.

Passports, visas and health

You are responsible for having a valid passport, any visas or travel permits (for example an ESTA for the USA, an eTA for Canada or a visa for Umrah), and meeting any health requirements for every country you travel to or through. We are not responsible for any loss or inconvenience caused by missing, incorrect or incomplete travel documents. You can find official guidance at gov.uk/foreign-travel-advice.

Changes and cancellations by the airline

Airlines sometimes change schedules or cancel flights. If that happens we will tell you as soon as we hear and help you choose between the options the airline offers, such as another flight or a refund. Your rights to compensation for delays and cancellations are against the airline, under UK law.

Financial protection

Every booking is made through an ATOL-protected, ABTA-licensed and IATA-accredited partner company. Your protection details are confirmed on your booking documents.

Some of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. We will tell you what protection applies to each holiday and travel service before you make your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk

When your booking is ATOL protected, your ATOL Certificate names the ATOL holder and their ATOL number. We act as their agent.

Our responsibility to you

We will book your flights with reasonable care and skill. We are not responsible for the airline's own services or for events outside our control. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Making a complaint

Please send any complaint in writing, by email to [email protected] or by post to 5 Brayford Square, London, United Kingdom, so we have a record of it. If you call us, we will ask you to confirm it in writing. See how to complain.

The law

These terms are governed by the law of England and Wales. You can also bring a claim in the courts of Scotland or Northern Ireland if you live there.