Terms & Conditions – Crystal Sky Travels Ltd

Company: Crystal Sky Travels Ltd (Company No. 16513173), trading as “Crystal Sky Travels”

Registered Office: 8 Mrigold Close, Edwalton, Nottingham, NG12 4JD

Contact: 020 4630 7513 · res@crystalskytravels.co.uk

These Terms & Conditions (“Terms”) apply to all bookings made with us. By booking with Crystal Sky Travels Ltd (“we”, “us”, “our”), the lead passenger (“you”, “your”, “client”) accepts these Terms for all travellers named on the booking.

1. Definitions

• Agent: Crystal Sky Travels Ltd, arranging travel services on behalf of third-party suppliers/principals.
• Supplier / Principal: The airline, tour operator, hotel, cruise line, car rental company, rail or ferry operator, transfer/excursion provider or other third party who supplies the travel services and with whom your contract exists.
• Package: A combination of at least two different travel services for the same trip, sold/charged at an inclusive or total price, as defined by the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), provided by a Supplier/Principal (not by us).
• Linked Travel Arrangement (LTA): Two or more services purchased separately but linked, as defined by the PTRs.
• Significant Change: A material change as defined by the Supplier (e.g., change of destination; change of UK departure airport outside a “same city” group; flight time change typically ≥12 hours; downgrade/change of accommodation to a lower official category or substantially different location).
• Minor Change: Any other change not amounting to a Significant Change (e.g., minor flight retiming, change of aircraft/airline, temporary facility closure).
• Force Majeure / Unavoidable & Extraordinary Circumstances: Events beyond reasonable control including (without limitation) war, terrorism, pandemics/epidemics, natural disasters, adverse weather, strikes/industrial action, airspace/airport closures, and government/regulatory actions.

2. Our Role as Agent

• We act solely as an agent. Your contract for your travel arrangements is with the relevant Supplier/Principal, whose booking conditions apply in addition to these Terms.
• We arrange your booking with reasonable skill and care and transmit information between you and the Supplier. We are not responsible for performing the travel services (flights, accommodation, transfers, cruises, excursions, car hire, etc.).
• We will identify our role and the Supplier(s) at booking and provide access to the Supplier’s conditions.
• We do not collect or hold client monies for the travel services booked; all payments are made directly to the Supplier.

3. Financial Protection

• Flight-inclusive packages are sold under the Supplier’s ATOL; where applicable, you will receive an ATOL Certificate issued by the Supplier.
• Non-flight arrangements (e.g., accommodation-only, car hire, transfers) are protected as per the Supplier’s bonding/trust/insurance arrangements.
• Crystal Sky Travels Ltd does not provide its own ATOL/ABTA/TTA protection and does not act as a principal tour operator.

4. Booking Process, Confirmation & Documentation

• A booking is formed once the Supplier accepts your booking and we issue a confirmation invoice on their behalf.
• The lead passenger (18+) warrants authority to bind all travellers.
• Names must match passports exactly. Check all documentation (spelling, dates, flight times, accommodation, extras) and notify us of any discrepancy within 24 hours; Supplier change fees may apply thereafter.
• Some services may be “on request” until the Supplier accepts and issues documentation.

5. Payments, Deposits & Non-Payment

• Payment Method: All deposits, balances and other sums are payable directly to the Supplier per their instructions and schedule.
• No Client Money Handling: We do not accept or hold client monies for bookings. Our remuneration is paid by the Supplier (commission/override).
• Non-Payment: Failure to pay the Supplier by the due date may result in Supplier cancellation and their cancellation charges.
• Receipts & Invoices: We issue an agency confirmation; the Supplier issues invoices/receipts for payments they collect.

6. Prices, Surcharges & Accuracy

• Prices may change at any time prior to booking. After confirmation, the Supplier’s rules on surcharges/reductions apply (e.g., fuel costs, taxes/fees, exchange rates).
• We strive for accuracy. In case of obvious errors or misprints, we and/or the Supplier may correct the price/description and offer you the choice to proceed or cancel with a refund of monies paid to the Supplier.

7. Special Requests, Medical & Mobility Needs

• Special requests (adjacent rooms, bedding, meals, seating, etc.) must be made at booking. These are not guaranteed, even if shown on your confirmation.
• If you have a medical condition, reduced mobility, or require special assistance, inform us before booking so the Supplier can confirm feasibility. If needs arise later, notify us promptly.

8. Travel Insurance (Mandatory)

• It is a condition of booking that all travellers hold comprehensive travel insurance from the time of booking, appropriate to destination and planned activities.
• As a minimum, cover should include: cancellation/curtailment, medical expenses, repatriation, personal liability, baggage, and any activity-specific risks (e.g., winter sports, water sports).
• We are not liable for losses where adequate insurance is not in place.

9. Passports, Visas, Health, Entry & Airline Rules

• You are responsible for complying with passport/visa/ESTA/API requirements, vaccination/health formalities, entry rules, and airline conditions of carriage.
• Refusal of carriage or entry is your responsibility where requirements are not met.
• Pregnancy/fitness to fly: airline/cruise rules may require medical certificates; check before booking.

10. Amendments, Cancellations & Refunds

By You (Client)

• All amendment/cancellation requests must be in writing by the lead passenger.
• The Supplier’s fees/charges apply in full. Many fares/rates become 100% non-refundable after ticket/voucher issue.
• Because the Supplier holds your funds, any refunds (if permitted) are processed by the Supplier and paid directly from the Supplier to you.

By the Supplier (Changes or Cancellations)

• We promptly relay any Supplier change/cancellation notices.
• If a Significant Change occurs (as defined by the Supplier), your options (accept change, accept an alternative, or cancel for a refund) are governed by the Supplier’s booking conditions.
• For Minor Changes, compensation is typically not payable.
• Any compensation/refund rights are strictly as per the Supplier’s terms.

Force Majeure

• Neither we nor the Supplier are liable to pay compensation where changes/cancellations are due to Force Majeure. Rights or refunds are governed by the Supplier’s policy and applicable law.

11. Accommodation & Local Charges

• Standards abroad may differ from the UK. Star ratings are local/Supplier classifications.
• Check-in/check-out times, room configurations, and facility availability vary seasonally and by property.
• Local charges (e.g., city/resort/eco taxes, deposits, resort fees, incidentals) may be payable locally unless expressly included.
• Construction/maintenance and facility closures can occur without notice; Supplier remedies (if any) apply.

12. Flights & Air Carrier Conditions

• Flight times/routings/aircraft types may change; observe check-in and boarding times.
• Air travel is subject to the carrier’s conditions of carriage and international conventions (e.g., Warsaw/Montreal) that limit liability.
• Airlines may deny boarding or impose charges for passport/visa errors, baggage issues, name mismatches, or late arrival—costs are your responsibility.

13. Behaviour, Damage & Supplier Rights

• Suppliers may refuse service or terminate arrangements for disruptive, unsafe, unlawful, or distressing behaviour.
• You are responsible for any loss/damage you cause and must pay charges directly to the Supplier/property.

14. Complaints & Problem Resolution

• If you experience an issue in resort, notify the Supplier/representative/reception/airline desk immediately so they can try to resolve it.
• If not resolved locally, contact us promptly so we can assist by liaising with the Supplier.
• If still unresolved, submit a written complaint within 28 days of return. We will help present your case to the Supplier.
• Where a refund is agreed by the Supplier, funds will be returned by the Supplier (we do not hold client monies).

15. Excursions & Activities

Included in a Supplier Package

• Supplier responsibility: Where an excursion/activity is shown on your confirmed itinerary, it forms part of the Supplier/Principal’s arrangements and may be delivered by a local sub-contracted operator. Your contract and legal responsibility for operation, safety and performance rest with the Supplier (and, where applicable, their local operator).
• Operational variations: Routes, timings, inclusions and local operator identity may change for weather, capacity or operational reasons. Where overall value is not substantially reduced, such variations are Minor Changes.
• Eligibility & safety: You are responsible for ensuring all participants meet eligibility, fitness, medical, age/weight, certification and equipment requirements and for following all briefings/instructions/regulations.
• Insurance: You must hold adequate insurance covering the specific activity (e.g., winter/water/adventure sports), including medical and repatriation.
• Our liability as agent: We act only as agent and are not liable for injury, illness, death, loss or damage arising from the act/omission of the Supplier/local operator or from participation in an excursion/activity, except to the limited extent that such loss is directly caused by our own negligence in arranging your booking. Nothing in these Terms limits or excludes liability for death or personal injury caused by our negligence or for fraud.

Optional / Locally Purchased (Not Included)

• Separate contracts: Any excursion/activity/ticket purchased locally or via a link we provide that is not expressly included on your confirmed itinerary is not part of your booking with us or with the Supplier. Your contract is with the local operator.
• No responsibility for third-party operation: We are not responsible or liable for the operation, safety standards, quality, cancellation or performance of such third-party services. All claims must be pursued directly with the local operator (or, if sold by the Supplier, under the Supplier’s conditions).
• Risk, safety & insurance: The risk, safety, and insurance requirements in clauses 15.1.3–15.1.4 apply equally to optional/local excursions.

16. Our Liability (as Agent)

• Our duty is to use reasonable skill and care in arranging your booking as instructed.
• We are not liable for the performance or non-performance of services provided by third parties. Any claim relating to service delivery lies against the Supplier, under their contract and applicable international conventions (air/sea/rail).
• To the fullest extent permitted by law, our maximum aggregate liability arising from any booking is limited to the total amount of our agency fees/commission received for that booking (excluding sums paid to any Supplier).
• We are not liable for loss of enjoyment, consequential/indirect losses, or for matters arising from Force Majeure or events beyond reasonable control. Nothing limits or excludes liability for death or personal injury caused by our negligence or for fraud.

17. Data Protection & Privacy

We process personal data in accordance with our Privacy Policy (available on request and on our website). We share your data with Suppliers as necessary to fulfil your booking and with payment/IT providers who support our services.

18. Accuracy, Marketing & Website Content

Descriptions, images and amenities are provided in good faith and are illustrative; actual rooms/views/facilities may vary. We reserve the right to correct errors or update information prior to booking confirmation.

19. Payments, Fraud Screening & Chargebacks

• Payment Flow: Payments are made directly to the Supplier (or their appointed merchant). We do not process or settle client card payments for travel services.
• Chargebacks: If disputing a transaction, you must pursue the Supplier’s refund/complaint route first. Initiating a chargeback against the Supplier where services were provided (or available to be provided) may breach the Supplier’s contract.
• Fraud/Verification: Suppliers may conduct identity/anti-fraud checks and can cancel bookings where verification fails.

20. Third-Party Extras

Tickets, activities, and services not expressly included in your confirmed itinerary are outside your booking with us and undertaken at your own risk.

21. Changes to These Terms

We may update these Terms from time to time. The version applicable to your booking is the version in force on the date your booking is confirmed.

22. Severability & Third-Party Rights

If any provision is unlawful or unenforceable, the remaining provisions remain in full force. No person other than the parties has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.

23. Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales. You agree that the courts of England and Wales have exclusive jurisdiction over any dispute or claim arising from or in connection with these Terms or your booking.