Terms & Conditions
Your privacy is important to us. We will never sell, rent trade or otherwise make use of your personal data for marketing purposes without your consent. In order to process your booking, we do provide third party service providers with the information necessary to do so. We may use you details to contact you directly about promotions, services and products from ulookubook.com or its partner companies. If at any time you feel we have not abided by these terms then please contact email@example.com and we will try to correct the problem as soon as possible.
In order to process your booking we need to collect personal information about you that may include special needs/ dietary requirements, or other personal information. We take full responsibility for the security of your personal information. We pass this information on to relevant suppliers and service providers such as airlines, hotels, vehicle hire companies, credit checking agencies and public authorities as necessary or as is legally required.
Because the law is different throughout the world, the laws regarding the security of your information may be different in your destination than within the European Economic Area. We do not pass your information to any party not required in making the arrangements for your booking.
It is your entitlement see a copy of the information we hold about you on request. We may charge an administration fee for this.
UlookUbook.com is a trading name of The Co-op Consortium which is part of The Midcounties Co-operative Limited. ULookUBook, Third Floor, Tyne House, 26 Side, Newcastle Upon Tyne, NE1 3JA, acts only as agent, on behalf of travel provider principals, as regards any bookings you make on our website. All arrangements named in your booking, such as but not limited to, flights, vehicle hire, accommodation and transfers, are arrangements made between you and the principal supplier of those arrangements. The responsibility for fulfilling the terms of these arrangements is incumbent upon you and the principal suppliers of those arrangements and is not the responsibility of UlookUbook Limited. Your contracts for each element of travel, including but not limited to flights, accommodation, car hire, transfers and insurance, are separate transactions with separate principal suppliers and have no relationship with each other. If any element of your travel arrangements should be cancelled or amended by either yourself or the travel provider principal, we will endeavour to provide suitable alternatives but we cannot accept responsibility for costs incurred in respect of other arrangements purchased on this site, even if these were booked at the same time as the subsequently cancelled arrangements.
Once your booking has been confirmed by email by us, you have a legally binding contract with the third party supplier(s) providing your booked items and you are subject to their standard terms and conditions. It is your responsibility to ensure that you are familiar with these terms and conditions.
By browsing and using our website, you the customer agree to be bound by these terms and conditions. If you do not understand anything in the terms and conditions then please contact us before using our website.
Conditions of Booking
By making a booking with us you state that you are at least 18 years of age and have legal authority to make the booking. You agree that you are responsible for all charges (including fees, taxes and duties) incurred in making the booking, and that you will pay them in full and on time as stated in the applicable terms and conditions. You are also responsible for the use of this site and your customer account by anyone you live with, are legally responsible for or have given permission to use your account. You also state that any and all information you provide in the course of using the site is true and accurate. Any other use of the site by you or those acting on your behalf will be considered fraudulent. In such cases we reserve the right to deny you access to our website and services.
At the time of booking, all prices shown on our website are subject to availability. As we act as agent and are advertising product provided by third part travel providers, prices are subject to change at any time.
Most airlines make extra charges for checked in luggage. If you require checked in luggage, please call our customer service team on 0871 811 1281 who will be happy to organize this for you.
Some airlines also charge a check-in fee which can either be paid through our customer services team or at the airport.
Card Processing Fees
We charge a credit card fee of 2.5% on all bookings made by credit card and a debit charge of 1.25% on all bookings made by debit card. This is non-negotiable and is to cover our cost of processing payment transfers on your behalf.
Deposits and Payments
Your booking is confirmed once the initial payment has been made. The amount of initial payment is variable depending on conditions prevalent at the time of booking. Full payment is required for all bookings made on our website. Payment of the initial fee creates a contract between you and principal supplier of your travel products and is binding on both parties under the terms and conditions applicable to your booking. This contract binds you to make payment in full for your booking and UlookUbook Limited only to act as an agent on your behalf to arrange the booked items with third party supplier(s). When these arrangements are made a contract exists between you and the third party supplier(s) to ensure the terms and conditions governing those arrangements are met. Initial payments are non-refundable and in the event of cancellation you are also responsible for any additional administration fees charged by ourselves or third party suppliers. Unless agreed otherwise, all balances must be paid in full at least fourteen weeks before the date of your booking. Failure to make payment in full may lead to the cancellation of your booking, and/ or legal action. You are responsible for any administration fees charged by us for attempts to recover unpaid balances. A £20 late payment fee will be applied to all bookings that are not paid by the balance due date.
We accept payment by credit or debit card, by telephone on 0871 811 1281 or by cheque made payable to UlookUbook Limited or by direct bank transfer (please contact us for details).
We issue our own booking documents for your reference and these will normally reach you within 7 working days. You may also receive booking documents from the suppliers of your booking. Please check your booking documents thoroughly and inform us of any errors as soon as possible and we will reissue them.
You will normally receive your flight tickets 10 – 14 days before your date of travel. Please note that some suppliers now issue e-tickets. If you make your booking within 21 days of your departure date, you will have to collect your tickets from the airport. You will be informed of the arrangements applying to your tickets at the time of booking. Please contact our customer services department on 0871 811 1281 or by email at firstname.lastname@example.org if you have any queries.
Unless otherwise stated travel insurance is not included in your booking. If travel insurance is a necessary condition of the booking it is your responsibility to make suitable arrangements and inform the relevant supplier. Any assistance you may require whilst on your holiday is the responsibility of the supplier who provides the service you need assistance with. Please ensure you have all relevant supplier's contact details before you travel.
Any amendments such as changes to the names and dates of your booking will incur charges from travel provider principals, which can be up to 100% of the total cost. In addition to any Principal’s charges, UlookUbook will apply the following administration charges. Name changes will be charged at £10 per person and changes to dates will be charged at £10 per person. Cancellations are charged at £10 per person plus 10% of the total booking cost. Third party suppliers may also charge cancellation fees as described in their terms and conditions.
All accommodation ratings are provided by the accommodation suppliers and may not correspond to the official rating of the hotel. They are intended to act as a general guide to the standard of the facilities in the hotel. We do not guarantee any of the facilities in the hotel based on the star rating or description provided by the supplier.
If you make any special requests at the time of booking such as sea views, balconies and adjacent rooms, we will pass them on to the relevant supplier, who may provide them at their own discretion. Please be aware however, that we cannot guarantee that you will receive the item you have requested.
Allocation On Arrival ( AOA )
If your booking is marked as Allocation on Arrival, the tour operator will allocate your resort and accommodation on arrival at the destination airport. It may include accommodation that has not previously appeared in a brochure.
Visas may be required for British Citizens for entry to non EU countries and for stays over three months duration in certain EU countries.
Immigration, visa and entry restrictions may apply both in the EU and elsewhere for other nationalities, including other EU nationals, and British Citizens who have conditions on their entry to the UK. You should contact the Embassy, High Commission or Consulate of your destination for up to date advice on immigration, visa and entry requirements. For more information contact the Foreign & Commonwealth Office on 0207 238 3838 or visit www.fco.gov.uk If you have any difficulties please contact Customer Services on 0871 811 1281
British Citizens including infants and children require a valid 10 year British passport for travel outside the British Isles. Certain destinations may require at least six months validity remaining on the passport on the date of return. For more information contact the United Kingdom Passport Agency on 0870 521 0410 or visit www.ukpa.gov.uk
Non British Citizens including other EU Nationals should contact the embassy, high commission or consulate of your destination for up to date advice on passport requirements. For more information contact the United Kingdom Passport Agency on 0870 521 0410 or visit www.ukpa.gov.uk If you have any difficulties please contact Customer Services on 0871 811 1281.
ATOL Protected Charter Flights
The protection for flights booked on UlookUbook is covered in two separate ways. Charter flights are covered by the Civil Aviation Authority (CAA) under their ATOL (Air Travel Organisers Licence) scheme. In the case of an ATOL company becoming insolvent before you travel, a claim is raised through the CAA (Civil Aviation Authority) via UlookUbook.com and the claim will be paid direct to the customer by the CAA. If you are abroad whilst your ATOL protected flight provider becomes insolvent, the CAA will arrange alternative flights home at no extra cost. UlookUbook will be on hand to assist all customers in the unfortunate event of any ATOL protected flight provider becoming insolvent
Where We Sell Holidays by Air, Cruises, UK etc
Many 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. Please ask us to confirm what protection may apply to 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.atol.org.uk/ATOLcertificate
If you have booked a full package holiday with a single tour operator, this is ATOL protected by the CAA, so if a package tour operator becomes insolvent you will make a claim to the CAA via UlookUbook.com and the claim will be paid direct to you by the CAA.
Please note: It is important not to confuse a flight & hotel booking with a package holiday.
We pride ourselves on delivering the highest standard of customer service but if you have any dissatisfaction regarding your travel arrangements they should be reported to the relevant Travel Provider or their local supplier or agent immediately.
If the Travel Provider is unable to resolve your concern please contact our customer services team who will try to assist you.
If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to also make a formal complaint upon your return home then these should addressed in writing to ulookubook.
A small administration charge of £5 will apply to any refunds processed by ulookubook.