Terms And Conditions

All flights form part of your contract with the relevant airline. Each airline has its own terms and conditions, which are available on request.

Types of Flights

•      Charter flights are booked on behalf of an ATOL-licensed operator. The contract is with the charter operator and their terms apply.

•      Low-cost / no-frills airlines typically impose strict amendment and cancellation charges and offer little flexibility. You agree to the airline's own terms when we book on your behalf.

•      Scheduled / full-service airlines may offer more flexibility, though charges still apply for changes.

Operating Carrier

We will advise you of the airline(s) operating your flight at the time of booking or as soon as we are informed. Airlines may occasionally change aircraft type or route without advance notice; this will usually constitute a minor change.

Flight Times & Check-in

Flight times are subject to change. You must reconfirm your flight details at least 48 hours before departure by checking directly with the airline. Many airlines, particularly low-cost carriers, require online check-in before you arrive at the airport. Failure to do so may result in airport check-in fees which we will not cover. Specific seat numbers may not be confirmed in advance even when pre-booked.

Changes by You

If you wish to amend your booking, the lead passenger must contact us as soon as possible. All change requests are subject to availability and the supplier's terms and conditions, and charges may apply. Changes are not guaranteed and may not be possible close to the departure date.

An administration fee will be charged for any changes we process, in addition to any charges levied by the supplier(s). These charges may increase the closer to departure the change is requested.

Note: Some bookings - particularly non-refundable rooms and certain flight tickets - cannot be amended after confirmation. If you cancel a non-refundable booking, no refund will be given.

Cancellation by You

You may cancel your booking at any time prior to departure. Cancellation must be requested in writing by the lead passenger from the email address registered on the booking.

Cancellation charges will apply from the date we receive your notice. These charges are set by the relevant supplier(s) and may be as much as 100% of the total booking cost. Deposits are non-refundable in all circumstances. An administration fee is also charged for processing cancellations.

For Package bookings: If you cancel due to unavoidable and extraordinary circumstances (see Section 19) that significantly affect your destination or travel, no cancellation charge applies and you will receive a full refund - though no compensation is payable.

We strongly recommend you hold travel insurance that covers cancellation costs.

Minor Changes

Minor changes to your booking - including a flight time alteration of less than 2-14 days changes to aircraft type, or accommodation cruise ships or transfers of equivalent standard - do not entitle you to cancel or claim compensation. We will notify you of minor changes as soon as reasonably practicable.

Significant Changes

Significant changes include; accommodation moved to a lower standard or substantially different area; departure or arrival flight changed by more than 12 hours; or a change of UK departure airport (except between grouped regional airports).

If a significant change affects a Package booking, we will inform you as soon as possible. You will have the right to:

•      Accept the change;

Accept an alternative package of equivalent or higher standard (or receive a price reduction if of lower quality); 

You may also be entitled to refund for significant changes to Package bookings based on the terms, unless caused by unavoidable and extraordinary circumstances.

Cancellation by the Supplier

If your booking is cancelled by the supplier, we will notify you and where possible offer an alternative. If no acceptable alternative is available, you will receive a full refund. For Package bookings, 

Non-Package Bookings

As your agent, our responsibility is limited to arranging your booking. We are not responsible for the actual provision of the travel services. Any complaint about services should be directed to the relevant supplier in the first instance.

Package Bookings

Where you have booked a Package, we accept responsibility under the Package Travel and Linked Travel Arrangements Regulations 2018 for ensuring all travel services are provided as confirmed. If any element fails to perform (a "Failure"), you must notify us without undue delay so we can resolve it while you are on holiday.

Where a Failure cannot be remedied or causes significant disruption, you may be entitled to a price reduction and/or compensation, unless the Failure is attributable to you, an unconnected third party, or unavoidable and extraordinary circumstances.

Our liability is limited to a maximum of three times the cost of your Package (except in cases of death, personal injury or intentional negligence). International conventions including the Montreal Convention (air travel), Athens Convention (sea travel) and Paris Convention (accommodation) may further limit our liability.

ATOL Protection (flight-inclusive packages):

Johnsonholidays Ltd holds ATOL number 12561, issued by the Civil Aviation Authority (CAA), Gatwick Airport South, West Sussex, RH6 0YR.

When you purchase an ATOL-protected flight or flight-inclusive holiday, you will receive an ATOL Certificate setting out what is financially protected and who to contact if things go wrong.

For more information visit: www.caa.co.uk/atol-protection

If we or our suppliers are unable to provide your booked services due to insolvency, an alternative ATOL holder may be appointed to fulfil your booking at no extra cost. If this is not possible, you will be entitled to make a claim under the ATOL scheme or from your credit card issuer where applicable.

If you have a special request (for example, a specific room type, dietary requirement or seating preference), you must advise us at the time of booking. We will pass all reasonable requests to the relevant supplier, but cannot guarantee they will be fulfilled. The fact that a request is noted on your Booking Confirmation does not mean it is confirmed. Failure to meet a special request does not constitute a breach of contract.

If you or any member of your party has a disability, reduced mobility or medical condition that may affect your holiday, you must provide full details at the time of booking. This allows us to advise on the suitability of your chosen arrangements and, where possible, request appropriate assistance from the supplier.

If we cannot properly accommodate your needs, we may be unable to confirm your booking. Failure to disclose relevant information may result in the supplier cancelling the affected component on discovery, with cancellation charges applying.

If you require airport assistance (for example, wheelchair support or special boarding arrangements), please also contact your airline directly as early as possible.duced Mobility

It is your sole responsibility to ensure that you and all members of your party hold valid travel documents, including:

•      A full, valid passport with sufficient validity (generally at least 6 months beyond your return date).

•      Any required visas or entry permits for your destination(s) and any transit countries.

•      Any required health documentation, including vaccination certificates where applicable.

We can provide only general guidance on these requirements. You must confirm specific requirements with the relevant embassies, consulates or the Foreign, Commonwealth & Development Office (FCDO) at www.gov.uk/foreign-travel-advice well in advance of travel. We accept no liability if you are refused boarding or entry to a country due to inadequate documentation.

Travel to the USA: All passengers travelling to or through the USA must hold either an ESTA (Electronic System for Travel Authorisation) or a valid US visa.

Apply well in advance at: https://esta.cbp.dhs.gov

Applications made within 72 hours of departure may not be processed in time.

Travel insurance is a condition of booking with us.

You must arrange a comprehensive travel insurance policy before or immediately upon confirmation of your booking. Your policy must cover, at minimum:

•      Cancellation and curtailment

•      Emergency medical expenses and repatriation

•      Flight delays and missed departures

•      Loss or theft of baggage and personal belongings

•      COVID-19 related disruption

If you choose to travel without adequate insurance, we will not be liable for any losses that insurance would otherwise have covered. Some credit card travel insurance provides only minimum coverage - please check your policy carefully.

Hotel and accommodation descriptions are intended to provide a general idea of the facilities available. We rely on information provided by suppliers. Star ratings are provided as a guide only - there is no universally consistent rating standard across countries, and ratings may vary between suppliers.

Facilities described - including pools, restaurants, entertainment, spa facilities and sports courts - may be subject to change, seasonal availability, local conditions or maintenance requirements. There may be additional local charges for certain facilities (such as sun loungers, air conditioning, safe boxes or tennis courts) unless expressly included in your booking.

We will inform you of any significant changes to facilities that are notified to us before your departure. Transfer times quoted are estimates only and may vary based on local conditions.

Certain destinations, airports and accommodation providers impose local taxes and fees that cannot be collected by us in advance. These may include city taxes, tourist taxes, resort fees, green taxes or island levies. You are wholly responsible for paying these charges directly to the relevant authority or accommodation upon arrival or departure.

Unless otherwise stated, airport departure taxes are included in most airline ticket prices. If in doubt, please enquire with us before booking.

Ongoing maintenance, refurbishment or renovation work is occasionally unavoidable at hotels and resorts. Where we are informed of significant or long-term works, we will advise you before booking or as soon as we become aware.

We are not responsible for municipal works (such as road construction) or other third-party building activity in the vicinity of your accommodation that is beyond the control of the hotel or its operators.

You and all members of your party are expected to behave in a responsible, considerate and lawful manner throughout your holiday. If your behaviour - or that of any member of your party - is considered by a supplier or person in authority to be disruptive, abusive, threatening or likely to cause damage, distress or danger to others, the supplier reserves the right to terminate your booking with immediate effect and without refund.

In such cases, you will be responsible for your own return travel and any costs incurred. We accept no liability whatsoever in these circumstances. Full payment for any loss or damage caused must be made directly to the relevant supplier. You and all members of your party are jointly and individually liable for such costs.

During Your Holiday

If a problem arises, you must report it to the relevant supplier (hotel, airline or transfer provider) immediately so they have the opportunity to resolve it. If you cannot reach the supplier, contact us on the emergency number provided in your pre-departure information.

Failure to report issues promptly, or to obtain a written record of your complaint from the supplier at the time, may reduce or extinguish any compensation you would otherwise be entitled to.

After Your Holiday

If your complaint was not resolved during your holiday, you must notify us in writing within 14 days of your return. Please include your booking reference, a full description of your complaint, and any supporting documentation including any written report obtained in resort. Late complaints may limit our ability to investigate or offer a satisfactory resolution.

We will acknowledge your complaint within a reasonable period and aim to provide a full response within 28 days, although in periods of high contact volume this may take up to 56 days.

Alternative Dispute Resolution

If we cannot resolve your complaint informally, we will discuss with you the most appropriate method of resolution, including independent arbitration or mediation. Further information on ADR options will be provided if required.

The personal data you provide when making a booking will be used to fulfil your travel arrangements and passed on to relevant suppliers (airlines, hotels, transfer providers and others) as necessary. It may also be shared with government authorities, border control agencies, security services or healthcare authorities where required by law.

For full details on how we collect, use and protect your personal data, please read our Privacy Policy at www.johnsonholidays.com/privacy.

"Unavoidable and extraordinary circumstances" means any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include:

•      War or threat of war; civil unrest or terrorism

•      Natural disasters - floods, earthquakes, severe weather

•      Fire; nuclear, chemical or biological incidents

•      Epidemics or pandemics (including COVID-19)

•      Industrial action; air traffic control strikes

•      Unavoidable technical failures in transport

Where such circumstances arise, we and our suppliers will not be liable for any failure to perform, delays, or any costs, losses or damage you incur as a result.

For Package bookings: if unavoidable and extraordinary circumstances prevent your return home as agreed, we will cover necessary accommodation (where possible, of equivalent standard) for a period of up to three nights per person. This cap does not apply to passengers with reduced mobility, pregnant women, unaccompanied minors, or those with specific medical needs provided we were notified at least 48 hours before your holiday began.

We strongly recommend comprehensive travel insurance to protect against losses arising from such events.

These booking conditions are governed by English law. Any dispute or claim arising out of or in connection with your booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless you are resident in Scotland or Northern Ireland, in which case you may bring proceedings in your local courts under the applicable law.