Terms & Conditions
Please read these Terms and Conditions carefully before completing any booking with us because they explain your legal rights and obligations regarding your booking. If you feel that you cannot accept these Terms and Conditions, we suggest you reconsider before making a booking with us.
X-Holidays.com, X-Holidays, XHolidays and xLuxuryFlights.com are trading names of X-Holidays Ltd, a company registered in England and Wales under Company Number 08073869, with its registered office at 44 Broadway, London, E15 1XH, United Kingdom. These Terms and Conditions apply to all bookings made with us under any of these trading names, including bookings made via X-Holidays.com and xLuxuryFlights.com.
X-Holidays is a registered trademark of X-Holidays Ltd. All rights are reserved. Any unauthorised use, reproduction, or misrepresentation of the X-Holidays brand, logo, or associated branding materials is strictly prohibited and may result in legal action.
References to "we," "us," or "our" in these Terms & Conditions mean X-Holidays Ltd. References to "you" or "your" refer to you and any other persons in your travel party.
We are fully bonded by the Civil Aviation Authority (CAA) under the Air Travel Organisers’ Licence (ATOL), ATOL number 12584.
By using any of X-Holidays.com’s services, you agree to the following Terms & Conditions.
1. Booking and Reservations
1.1. You have read through this Terms and Conditions document and any agreements set out by other service providers and agree to be bound by them.
1.2. All passenger details are filled out, ensuring all details stated are correct.
1.3. All accommodations and flight bookings are subject to availability and confirmation by the respective airline or operator.
1.4. The person making a booking must be 18 years of age, and all members of your party are of appropriate age to purchase those services.
1.5. Prices quoted are subject to change without notice and are not guaranteed until payment is received, and the booking is confirmed.
1.6. X-Holidays may provide group bookings, however in instances where multiple bookings are made, they will be treated as individual reservations unless made under the same booking reference.
1.7. X-Holidays reserves the right to cancel or refuse bookings at its discretion.
2. COVID-19
2.1. Precautionary measures: Health and safety protocols based on guidelines from health authorities may be implemented. This may include, but is not limited to: temperature checks, use of personal protective equipment, taking COVID-19 PCR tests or the provision of health details, vaccination information or other certificates.
2.2. COVID-19 Testing:
2.2.1. You agree to notify us in the event you test positive for COVID-19 after a booking has been made with us or have come into contact with someone who has tested positive for COVID-19. We may share this information with the relevant Service Providers for your booking in accordance with our privacy policy. See our Privacy Policy.
2.2.2. If we are notified before the date of travel, then your booking will be treated as cancelled, where standard cancellation charges will apply.
2.2.3 In the event of cancellation due to COVID-19 risk, we may explore the possibility to postpone your booking to a later date. Rebooking and/or postponing is subject to your Service Providers’ terms and conditions and may incur further charges.
2.3. Passengers may also be required to comply with external service providers, ports, border control or other third-party health screenings and travel advisories.
2.4 Acknowledgement and Compliance: Passengers release us from liability for COVID-19 related illness, injury, losses, costs, or damages.
3. Payments, Amendments, and Cancellation
3.1. Payment
3.1.1. Payment is required in full at the time of booking unless otherwise specified.
3.1.2. In the case of payment by instalments, all payments must be made by an agreed time at the booking. We may automatically take payment from the same account used to pay the deposit. Bookings may be cancelled if payment plans are not followed.
3.1.3. We accept payments by debit/credit cards from selected vendors, including:
Apple Pay / Apple Wallet
Google Pay / Google Wallet
Visa
Mastercard
American Express
Discover & Diners Club
China UnionPay
Japan Credit Bureau
3.1.4. Fees for using your card will apply as per your bank card issuer, or for any additional transaction fees for foreign cards.
3.2. Amendments
3.2.1. Flight amendments are accepted providing flexible tickets were purchased or otherwise confirmed during booking, else flights are non- refundable and non-amendable (With certain exceptions including spelling errors).
3.2.2. Amending fees are £45 per passenger, outside of these the penalty is 100% of the ticket price.
3.2.3 For accommodation, any amendments are subject to relevant hotel and the selected room booking policy. Non-refundable bookings do not accept amendments.
3.2.4. Charges may apply, but are not limited to:
Changes to flight destination.
Changes applied to accommodation.
Changes to the names of any members of your party.
3.2.5. For other bookings, a minimum of £45 and up to a maximum penalty of 100% of the booking value may be incurred.
3.3. Cancellation
3.3.1. Cancellation policies may vary, depending on types of bookings made. Cancellation penalties may reach up to 100% of the booking value, where the actual penalty will be confirmed at the time of booking.
3.3.2. Applicable bookings may be cancelled at any time prior to departure upon payment of a termination fee set out at the time of cancellation.
3.3.3. Non-Refundable and Restricted Fare Bookings:
Certain bookings, including but not limited to non-refundable or discounted fares, may not be eligible for any form of refund or credit once confirmed. Refund eligibility is strictly subject to the terms and conditions of the relevant supplier at the time of cancellation.
3.3.4. Supplier Policy Variations:
We act as an agent on behalf of various suppliers and service providers. While we strive to reflect accurate cancellation terms at the point of sale, these are supplied to us via third-party APIs and may change without prior notice. We are not liable for any changes, errors or inconsistencies made by the supplier or intermediary systems.
3.3.5. Evidence Requirements for Refunds:
In cases where a refund or waiver is requested due to exceptional personal circumstances (e.g. bereavement, serious illness, or emergency), we reserve the right to request valid and verifiable documentation (e.g. death certificate, medical reports) before assessing eligibility. Submitting false or misleading claims may result in the denial of refunds and potential legal action.
3.3.6. Original Payment Method Verification:
We may require proof that the original payment method belongs to the named lead passenger. Where necessary, we reserve the right to request evidence of cardholder identity to comply with anti-fraud, anti-money laundering, and data protection regulations.
3.3.7. Chargebacks and Third-Party Misuse:
We reserve the right to dispute any chargebacks that we believe are submitted without valid justification or in breach of these Terms and Conditions. If a third party makes a payment on your behalf, you agree that they do so with full consent and understanding of our policies. Fraudulent use of payment methods or unauthorised disputes may result in further investigation, service termination, and legal recourse.
3.3.8. Third-Party API Disclaimer:
Booking and cancellation terms passed through external suppliers or API systems are provided in good faith and based on the information available at the time. We are not liable for any discrepancies between this data and the final terms confirmed by the supplier. Customers are advised to review their booking confirmation carefully and notify us within 24 hours if they believe the conditions differ from what was displayed at the time of booking.
3.3.9. Booking Verification & Security Checks
To protect against fraud and ensure compliance with regulatory obligations, we reserve the right to request verification of customer identity, payment method, or other booking details at any time. This may include routine random checks or targeted verification based on risk assessment. Failure to provide requested documentation may result in suspension or cancellation of the booking.
3.4. ATOL Identification on Receipts & Invoices
Receipts for payments made to us will indicate which elements of your booking are covered by ATOL protection and which, if any, are not. This ensures transparency in financial protection for your booking
3.5. Insolvency Protection
In the unlikely event that we or the supplier(s) listed on your ATOL Certificate are unable to fulfil your booking due to insolvency, alternative arrangements may be made at no extra cost to you. Where this is not possible, you will be entitled to claim a refund through the ATOL scheme or, where applicable, through your credit card provider. You agree that by accepting such a refund, any claims you have relating to the non-provision of services may be assigned to the Trustees of the Air Travel Trust.
4. Price Match Guarantee
4.1 We offer price match guarantees on holiday packages. This applies to identical bookings found at a lower price on another UK-based competitors’ website and the company is a genuine ATOL holder within 12 hours of the booking confirmation.
4.2 Eligibility Criteria: In order to qualify for the Price Match Guarantee, all details of your X-Holidays booking must match those of the cheaper holiday you found on a genuine ATOL holders website. The lower priced holiday must meet certain criteria, including the following but not limited to:
- Be a holiday package
- Include hotel
- Origin and destination
- Party size
- Travel date, flight duration and flight time
- Flight numbers
- Currency used (must be pounds sterling)
- In-flight extras
- Hotel, room type and number of rooms
- All extras
- All other travel related services
- Board basis
- All charges including booking or credit card fees
4.3 Verification: To request a price match, passengers must submit proof of the lower-priced booking including screenshots, booking details and/or URLs linked to the webpage in which the lower-priced booking was found. Our team will review the provided information to verify eligibility for the Price Match Guarantee.
4.4 Price Adjustment: If the lower price meets the eligibility criteria, we will adjust the booking price to match the competitor’s offer. Price adjustments may include refunds for the price difference or credit towards future bookings, at the discretion of X-Holidays.
4.5 Exclusions: Price Matches will not apply to:
- Bookings not part of a full holiday package
- Bookings through opaque or auction websites
- Bookings with inclusion of coupons, promotional vouchers or bulk discounts
- All single travel related services
- Bookings or fares not available to the general public
- Price differences in different currencies, or currency fluctuations
- Cheaper holiday found after 12 hours from the confirmation of booking
4.6 Limitations: X-Holidays reserves the right to refuse a price match request if the lower price does not meet the eligibility criteria or if there is suspicion of fraudulent activity. Our decision regarding price adjustments under the Price Match Guarantee is final and binding.
5. Travel Documents and Visa Requirements
5.1. It is the responsibility of the traveller to ensure they possess the necessary travel documents. Below is information that must be validated at the time of booking:
Passport Validity: All residents of your party must be UK or Irish residents, holding passports issued within the last 10 years.
General information: This includes but is not limited to your visa and any health requirements. Requirements are subject to change, so keeping up to date with the Passport office or any Service Providers is recommended.
5.2. In the event of a delay or cancellation, travellers are advised to contact the airline directly for assistance.
5.3. X-Holidays is not liable for any costs or consequences incurred due to the traveller's failure to obtain proper documentation.
6. Travel
6.1. We operate as a booking platform service. When making a booking with us, our staff will interact with third party suppliers to book the requested service on your behalf.
6.2. For some airlines, your payment information provided by you will also be used to book your required flight seats on your behalf. Two separate transactions will be made in these cases: one separate transaction for your flight booking and one for other services paid for via us.
6.3. After booking, a confirmation email may be sent to you, and in most cases, we will lose access to altering your booking. In such circumstances, modifications to your booking must be made directly by you, unless stated otherwise during booking or elsewhere within this document.
6.4. If an airline offers a full refund for a cancelled flight directly to you or offers amendment/credit/vouchers in place of a refund, you agree to notify us of these changes and any liability we have to you in respect of any such flight refund is discharged.
6.5. Operating Carrier Information: In accordance with EU Regulation (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'CAA list' which contains details of air carriers that are subject to an operating ban within the UK.
6.6. US travel to Cuba: United states citizens are not permitted to travel to Cuba. To travel to Cuba, a licence from the US Department of Treasury is required. X-Holidays is not responsible for obtaining this licence.
6.7. Flight times may change for a number of different reasons. Reconfirm any bookings before departure to ensure that no changes to your flight schedule have been made.
7. Liability and Indemnity
7.1. X-Holidays is subscribed to multiple insurance, including but not limited to Tour Operators Liability Insurance protecting both the consumer and the company.
7.2. Professional Indemnity Insurance (provides protection against professional negligence)
7.3. Public Liability Insurance (protects against liabilities arising from damage or injury arising from consumer negligence)
7.4. In instances where insurance providers cannot cover you, X- Holidays is not liable for loss, injury, or damage incurred during travel, including but not limited to delays, accidents, or baggage issues.
8. Privacy Information.
8.1. X-Holidays collects and uses personal information in accordance with its privacy policy, available on our website. For more information see our Privacy Policy.
8.2. By using our services, you consent to the collection and use of your personal information as outlined in our Privacy Policy.
9. Cookies and Tracking Technologies.
9.1. Cookies: We use a mixture of essential and opt-in cookies and similar technologies to enhance your browsing experience, analyse website traffic, and personalise content. You can adjust your browser settings to manage cookie preferences, or by opting out of non-essential cookies. For more information, see our Cookies Policy.
9.2. By using our services, you consent to the use of essential cookies as outlined in our Cookies Policy.
10. Accuracy of Online Content
10.1. Information Accuracy: We make our best efforts to ensure the accuracy and reliability of the information presented on our website. However, we do not guarantee that all information is free from errors, omissions, or inaccuracies. Flight schedules, prices, and other travel-related information are subject to change.
10.2 Third party Content: Our website may contain links to third-party websites. We do not endorse or take responsibility for the accuracy of content on external sites. Users should review the terms and conditions of these third-party websites independently.
10.3 User Responsibility: Users are responsible for independently verifying the accuracy of any information obtained from our website before relying on it for travel decisions. This includes checking flight schedules, prices, and other relevant details.
11. Governing Law
11.1. These terms and conditions are governed by the laws of the UK, and any disputes will be subject to the exclusive jurisdiction of the Courts of England. If any disputes arise between you and us, English law shall be the applicable law.
12. Changes to Terms and Conditions
12.1. X-Holidays reserves the right to update or modify these terms and conditions at any time without prior notice.
12.2 ATOL Protection Scope
Flight-inclusive packages booked on our website are financially protected by the ATOL scheme under our ATOL number 12584. ATOL protection does not apply to all travel services listed on this website. Please check with us before booking if you are unsure what financial protection applies.
If you do not receive an ATOL Certificate, your booking will not be ATOL protected. If you do receive an ATOL Certificate, but not all parts of your trip are listed on it, those parts will not be ATOL protected.
For flight-only bookings where tickets are not issued immediately, financial protection is provided under our ATOL, where applicable. Please refer to our booking conditions for full details.
For more information on financial protection and the ATOL Certificate, visit www.caa.co.uk.
12.3 Acknowledgment & Contact Details
By using the services of X-Holidays.com or xLuxuryFlights.com, you acknowledge that you have read, understood, and agreed to these Terms & Conditions. If you have any questions or require assistance, please contact us:
UK Customer Support: 0208 519 5000
Calling from Abroad: +44 208 519 5000
Email: admin@x-holidays.com
