Terms and conditions

We believe it is important that you understand our contractual relationship with us so please take a few minutes to read over these terms and conditions.

Who is your contract with?

Agents for suppliers – We act as an agent for suppliers, such as airlines and tour operators. This means that the contract for the product is between you and the relevant supplier. This inevitably means that there are additional terms and conditions governing the contract, as each supplier will have terms and conditions relating to that product. If you are unclear as to the terms applicable to any supplier, please contact us and we will be able to provide those terms and conditions for you. When we act as agent, we have no contractual liability to you in respect of that product. However, we may still be liable to you if we have been negligent, we have misrepresented important information or have been in breach of any other relevant law.

ABTA Protection – The Financial Protection we provide to you:

Stelar Travel Limited is a Member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct. Many of the travel arrangements that we sell are protected in case of the financial failure of the travel company. Please ask us about the protection that applies to your booking. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only this protection doesn’t apply. ABTA and ABTA Members help holidaymakers to get the most from their travel and assist when things don’t go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For more information on ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ, Tel 020 3117 0500 or go to www.abta.com
The above applies to the services offered by Stelar Travel LTD and does not apply to any services supplied by any other company.

Financial Protection

All the flights and holidays we offer are financially protected either by the ATOL scheme or IATA regulations. If you buy a single travel service rather than a holiday, then protection may not apply. Please ask at time of booking.

When you buy an ATOL protected flight, flight plus (flight and one additional item – i.e. a train ticket, car hire or hotel booking) or flight inclusive holiday from us (flight and two other ground arrangements) you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong along with the relevant ATOL number. Stelar Travel is not an ATOL holder and acts as an agent for those companies that are. The ATOL certificate will have the ATOL number of the company protecting you on it. The suppliers identified on your ATOL Certificate, will provide you with the services listed on the Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

Insurance

The majority of operators and cruise companies will require you to be adequately insured for your holiday. This will be confirmed at the time of booking and checked with you if you are obtaining your own cover.

Changes and refunds

Airline tickets, as well as many other travel services, come with certain conditions attached that are specific to that ticket, fare or reservation. As each supplier has rules that are unique to each product they sell, and different suppliers have differing rules for similar products, it is very difficult to list specific rules here. Most economy and discounted flight products are often non-refundable & non-changeable, or at best carry large fees for refunds or changes. Business class flight products are often changeable or refundable although with fees and refund penalties attached. If you need further information please contact us and we will be able to assist you with this.

Where the supplier of the Travel Product allows you to cancel or modify a Product or service you must contact Stelar Travel Ltd in writing with this request. Unless we receive a written request Stelar Travel will be unable to effect that request. Please note that because the contract for the Travel Product is between you and the supplier, Stelar Travel Ltd has no discretion in deciding whether the Travel Product can be cancelled or modified or partially refunded.

As we act an agent, we may charge an administration fee for changes or refunds unless otherwise agreed, in addition to penalties imposed by the supplier. Please note refunds from airlines can take anything from 6 weeks to 3 months to be processed.

Most travel documents are produced electronically and sent by email these days and you will collect your ticket and/or boarding pass from our office at 252 Main Street, Stenhousemuir, FK5 3JP, via email, by post or at your point of departure so if you lose them we can usually send you a replacement copy. However, some travel documents are still only sent in hard form and if you lose these there may be a fee to replace them.

For bookings made through any 3rd party links, your contract is with that supplier and you should address any after sales questions or queries about your booking to them.

Privacy Policy

Our full Privacy Notice can be found on the separate page which accompanies this notice

Purchase

To purchase with Stelar Travel Ltd via email or phone you must be 18 years of age, and resident in the UK. By booking with Stelar Travel Ltd, you undertake to us that the details you give to us are correct. Importantly, if paying by credit/debit card that you undertake that the one you are using is your own and that no attempt has been or will be made to secure any product fraudulently. Stelar Travel Ltd reserves the right to charge you in addition for any handling fees incurred by us in relation to bookings made by a corporate credit/charge card. You will be notified on confirmation documents if any charges exist. If your travel documents are being paid for by a 3rd party credit/debit card, we will require written authorisation from the cardholder. If a sale is made using a 3rd party card with the knowledge of the cardholder, the sale will be binding to the cardholder, even if written confirmation is not sent.

Errors & omissions

If we discover an error in the price of a product you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. In the event of cancelling due to a pricing error or omission a full refund will be given. We will do our best to correct errors and omissions as quickly as practically possible after being notified of them.
Some suppliers use airlines who do not have real-time seat availability in the airline reservation system they use. In the unlikely event that an airline cancels a sale, Stelar Travel will attempt to reinstate the booking with the supplier. We will advise you within 48 hours of such a problem. A full refund will be offered if the flight cannot be reinstated.

Other important points

ny visa, passport (many countries require 6 months remaining at point of entry to the country) and inoculation requirements are your responsibility and failure to obtain the relevant documentation is not the responsibility of Stelar Travel Ltd.

Unless airlines inform you differently, most airlines do not require flights to be reconfirmed, however we would advise you check on the airport and/or airline’s website whether your flight schedule has changed. Airlines may reschedule your flight en route. In this case, please check with the airline at the relevant airport to find out which flight they have rebooked you on. If you need any extra assistance, please contact us on 01324 868353 where we will do our best to assist you.

Please ensure you comply with suppliers’ terms about check-in times, photographic identification (valid passport is sufficient) and any other matters.

Please note that some countries may also charge local or other taxes, which may not be included in the price you see and are collected locally upon departure. The prices which we quote you will include all taxes that are pre-payable.

If in the reasonable opinion of a person acting in authority you are not fit to travel, he or she may refuse to let you board the aircraft. Normally this happens if such person thinks you are likely to disturb or harm other passengers. In these circumstances, Stelar Travel Ltd has no further obligation beyond the terms of use detailed here.

Stelar Travel Ltd reserves the right, in its sole discretion, to modify, alter, change, discontinue or otherwise update any feature or aspect of this site and these Terms & Conditions at any time. The headings used in these Terms & Conditions are used for convenience only and do not limit or otherwise affect these Terms & Conditions

Telephone calls made to our office may be recorded for training purposes.