Refund & Cancellation Policy
Last updated: 2 September 2026
This policy explains how cancellations, amendments and refunds work when you book with Flights Club UK, a trading name of Outlook Travel Ltd. It should be read alongside our Terms & Conditions, which it forms part of. Nothing in this policy affects your statutory rights.
1. There Is No General 14-Day “Cooling-Off” Right on Travel Bookings
Many online purchases carry a 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Travel bookings for a specific date are specifically excluded from that right (Schedule 2, paragraph 12 of those Regulations covers transport, accommodation and leisure services provided on a specific date) — so once you've booked a flight, package holiday or other date-specific travel service, you can't cancel for a full refund simply because you've changed your mind. Your cancellation rights are instead set out below, and — for package holidays — under the Package Travel and Linked Travel Arrangements Regulations 2018.
2. Cancelling a Package Holiday
You (or the lead passenger on the booking) can cancel a confirmed package holiday at any time before departure by telling us in writing. Because we'll usually already have paid deposits or made non-refundable commitments to airlines, hotels and other suppliers on your behalf, a cancellation charge applies, scaled to how close to departure you cancel — the closer to departure, the higher the charge, since suppliers are less able to resell your space. Indicative charges (to be confirmed against your actual supplier terms at the time of booking):
| When you cancel | Cancellation charge |
|---|---|
| More than 60 days before departure | Deposit only (non-refundable) |
| 43–60 days before departure | 30% of total holiday cost |
| 29–42 days before departure | 50% of total holiday cost |
| 15–28 days before departure | 75% of total holiday cost |
| 0–14 days before departure / no-show | 100% of total holiday cost |
Where a specific supplier (an airline, hotel or tour operator) applies its own stricter non-refundable terms — for example a non-refundable hotel rate — that supplier's terms take priority and will be confirmed to you in writing at the time of booking.
3. Cancelling a Flight-Only or Single-Element Booking
Flight-only bookings and other individual services (a single hotel stay, car hire, airport transfer, etc.) are not packages, and are governed by the fare rules or terms of the airline or supplier you're booked with, not by this tiered scale. Many discounted fares are entirely non-refundable once ticketed. Where a refund is due from the airline or supplier, we will pass on what we recover, less our reasonable administration fee for processing the cancellation (confirmed at the time of booking or cancellation).
4. Amending a Booking
Name changes, date changes and other amendments are subject to the relevant airline's or supplier's own rules and any fare difference, plus our administration fee for handling the change. We'll always confirm the exact cost of a requested amendment before processing it, so you can decide whether to go ahead.
5. Transferring a Package Booking to Someone Else
Under the Package Travel Regulations, you have the right to transfer a confirmed package booking to another person who satisfies all the conditions applicable to the package (for example, visa or health requirements), provided you give us reasonable notice before departure. We'll pass on any costs actually incurred by us or our suppliers as a result of the transfer, plus a reasonable administration fee, and both you and the new traveller remain jointly responsible for paying any outstanding balance and fees.
6. If We or a Supplier Cancel, or Make a Significant Change
If we have to cancel your package holiday, or make a significant change to it, before departure, for reasons that aren't your fault, you can normally choose between: accepting the change; taking a suitable alternative package if we're able to offer one (of equivalent or higher quality at no extra cost, or lower quality with the price difference refunded); or cancelling and receiving a full refund of everything you've paid. You may also be entitled to compensation, except where the cancellation or change is due to unavoidable and extraordinary circumstances (for example, severe weather, war, pandemic-related restrictions, or similar events outside anyone's control), to unusually low booking numbers where we told you in advance this could happen, or where the change is genuinely minor.
7. Refund Timelines
Where you're entitled to a refund because we or a supplier cancelled your package, or made a significant change you didn't accept, the Package Travel Regulations require that refund to be paid without undue delay, and in any event no later than 14 days after the contract is terminated. Refunds due following your own cancellation (net of any applicable cancellation charge) are normally processed within 14 days of us confirming the cancellation, though refunds that depend on an airline or supplier returning funds to us first may take longer — we'll keep you updated if that applies to your booking.
Refunds are made to the original payment method used for the booking wherever possible. If you paid any part of your booking by credit card, you may also have protection under Section 75 of the Consumer Credit Act 1974 for qualifying payments, and card payments generally may be eligible for a chargeback via your card issuer in appropriate circumstances — these sit alongside, not instead of, the rights described above.
8. ATOL Protection & Insolvency
Package holidays that include a flight are ATOL protected under ATOL number 3853, held by Brightsun Travel (UK) Ltd. If Brightsun Travel (UK) Ltd or a supplier used in your package were to cease trading, the ATOL scheme protects money you've already paid for your package and, where you're already abroad, helps arrange your return home. Full details are set out in the ATOL Certificate issued with your booking.
9. How to Request a Cancellation, Amendment or Refund
Contact us at info@flightsclubuk.co.uk or 020 3944 9994 with your booking reference and full name, and tell us clearly whether you're requesting a cancellation, an amendment, or a refund you believe you're owed. We aim to acknowledge every request within one working day and confirm any charges before processing a cancellation or amendment.
10. Contact Us
Outlook Travel Ltd, trading as Flights Club UK
63 Goodmayes Road, Ilford, IG3 9UB
Registered office: 40 Arundel Gardens, Ilford, IG3 9SX
Company number: 16776445
Email: info@flightsclubuk.co.uk | Phone: 020 3944 9994