The JLT Group Booking Terms & Conditions

1. Introduction 
1.1 These Terms and Conditions ("Terms") set out the agreement between Janine Loves Ltd trading as The JLT Group ("we", "us", "our") and the customer ("you", "your") when booking travel services through one of our travel agents ("Agent"). By making a booking, you accept these Terms.

1.2 The JLT Group operates as both a travel agent and, in some cases, a tour operator. We may:

• Act as an agent on behalf of third-party suppliers or tour operators.

• Act as the principal where we create and sell packages directly.

• Combine individual travel components (e.g. flights, hotels, transfers) sourced from our contracted suppliers or consolidators.

The specific nature of our role (agent or principal) will usually be confirmed in your booking documentation. If you are unsure, please contact your agent or our support team before proceeding. Our responsibilities vary depending on this role and are detailed below.

2. Booking 
2.1 By booking, you confirm that:

• You are over 18.

• You’ve read and agree to these Terms.

• You accept responsibility for all people listed on the booking.

2.2 You must pay the required deposit or full amount as specified. Check your confirmation carefully and notify us immediately of any errors. It may not be possible to amend later, and changes may incur charges.

2.3 Ensure all names match passports and that travel dates and details are correct. We do not charge for correcting documentation, but any supplier fees for changes will be passed on to you.

3. Payment 
3.1 A deposit or full payment is required at the time of booking. If you only pay a deposit, the balance must be paid by the due date given. If not, the supplier may cancel your booking and apply cancellation fees.

3.2 Non-Refundable Deposits: All deposits are non-refundable unless otherwise stated at the time of booking. This is because we incur costs and commit to suppliers on your behalf as soon as you book.

4. Your Contract 
4.1 Depending on the nature of your booking, your contract may be with:

• The end travel service supplier (e.g. airline, hotel, car hire, transfer provider).

• A third-party tour operator with whom we place your booking as agent.

• The JLT Group directly, where we act as the principal or tour operator and sell a package under our ATOL or PTS protection.

4.2 Where we act as agent, we are not responsible for the performance of the supplier’s services. Their booking terms apply and may limit or exclude their liability. Where we are the principal, we are responsible for delivering the contracted services under the Package Travel Regulations.

4.3 Your booking may include multiple elements (flights, accommodation, transfers, etc.). These may be purchased:

• Individually and combined into a package by JLT (where we are the package organiser).

• From a third-party tour operator (where we act as booking agent).

• From separate suppliers, each with their own terms.

If a complaint or issue arises, we will assist in determining who is responsible based on the nature of your booking and whether we acted as the agent or principal. We will then guide you through the appropriate steps for resolution.

5. Flights 
5.1 Flights may be booked in various ways:

• Directly with scheduled or low-cost airlines (where we act as your booking agent).

• Through airline consolidators or wholesalers under our own ATOL licence.

• As part of a package provided by JLT or a third-party tour operator.

5.2 Where we act as your agent for standalone flights, your contract is with the airline, and their terms apply. We accept no liability for the flight itself. Where flights are part of a package we sell as principal, we take responsibility for the full package.

5.3 Charter flights may be booked in one of two ways:

• Where we act as the agent, your contract will be with the charter flight provider, and their terms and ATOL protection apply.

• Where we are acting as the tour operator and the charter flight is part of a package sold by us, your contract is with us and the flight is covered under our ATOL protection.
  
  

6. Changing or Cancelling Your Booking 
6.1 All cancellation or amendment requests must be made in writing by the lead passenger. Charges will apply in line with the supplier’s terms, which may be up to 100% of the cost. You’ll also be liable for any JLT admin fees.

7. Changes or Cancellations by the Supplier 
7.1 If your supplier changes or cancels your booking, we’ll inform you as soon as possible. If alternatives or refunds are offered, you must respond within the timeframe we provide. If not, the supplier may assume you want a refund. We’re not liable unless we are the package organiser.

8. Service Charges Service charges may apply to your booking and will be included in the total cost where applicable. These may include:

• The cost of Supplier Failure Insurance (SFI), which may not be detailed separately on your confirmation but is included in relevant bookings

• ATOL Fee

• Standard Booking Service Charge
  
  

9. Our Responsibility 
9.1 Your contract is with the supplier unless we are acting as the tour operator. We are only responsible for services we directly provide or for fulfilling our duties as package organiser. If we are found liable for any reason (excluding personal injury or death caused by our negligence), our maximum liability to you will not exceed the total cost of your booking (or the proportion of the cost attributable to the affected person). We do not exclude liability for death or personal injury caused by our negligence.

10. Complaints 
10.1 If you experience any issues during your trip, you must report them initially to the JLT booking agent who made your booking. They will help assess the situation and determine the appropriate next steps based on who is responsible. 10.2 If the issue is related to a supplier, your agent will advise whether it can be resolved locally or after your return. 10.3 If the matter remains unresolved after our involvement, you may escalate the issue through Protected Trust Services (PTS) or an appropriate Alternative Dispute Resolution (ADR) service.

11. Financial Protection 
11.1 Many bookings are financially protected. Ask us for details. 11.2 ATOL protection applies to flight-inclusive bookings sold by us as principal. You’ll receive an ATOL Certificate detailing your cover. 11.3 For other bookings, supplier failure insurance may be added automatically, with an admin fee. 11.4 In case of supplier insolvency, another ATOL holder may provide services or you may claim under the ATOL scheme.

12. Package Holidays 
12.1 We may act as the package organiser under the Package Travel Regulations 2018 when:

• We sell you a combination of travel services as a package under our ATOL or PTS protection.

• We combine elements ourselves rather than reselling a third-party package.

12.2 When we are the organiser, we are responsible for ensuring travel services are delivered as promised, even if performed by other suppliers. 12.3 Flight-inclusive packages may be protected under our own ATOL (ATOL No. 12564) if we are the tour operator, or under a third-party ATOL where we act as agent. The relevant ATOL holder will be clearly indicated in your booking documents. 12.4 All bookings, regardless of flight inclusion, are protected through our membership with Protected Trust Services (PTS), ensuring your money is safeguarded. 12.5 Bookings can be transferred to another person, subject to fees (£50–£100) and supplier terms. 12.6 We’ll assist if you’re in difficulty while on a package holiday. You may be liable for costs incurred due to your actions.

13. PTS Membership We are a member of PTS (No. 6090) and adhere to their Code of Conduct. More info: www.protectedtrustservices.com/consumer

14. Special Requests We’ll pass on special requests but cannot guarantee they will be met. We accept no liability if they are not.

15. Insurance You are strongly advised to take out adequate travel insurance. We are not liable for losses that would have been covered by insurance.

16. Accommodation Ratings These are as provided by the supplier and may vary by country. We cannot guarantee accuracy.

17. Room Allocation Rooms are allocated on arrival. Local taxes and charges may apply and are payable on-site.

18. Building Work Where notified, we’ll inform you of any building works that may affect your stay. If significant, we’ll seek remedies from the supplier.

19. Delivery of Documents We’re not responsible for lost documents unless due to our negligence. Charges may apply to reissue them.

20. Passports, Visas & Health You are responsible for meeting entry, passport, and health requirements. We can offer guidance, but final responsibility is yours.

21. Final Travel Checks Check all documents carefully. Reconfirm your flights at least 72 hours before departure.

22. Unavoidable Events (Force Majeure) We’re not liable for disruptions due to events beyond our control, including war, natural disasters, strikes, pandemics, or government actions.

23. Behaviour Suppliers can terminate services without refund for unacceptable behaviour. You are liable for any damage caused. You agree to indemnify us for any claims resulting from your conduct.

24. Privacy Notice We respect your privacy. Our full privacy policy is available on our website. Your data may be shared with suppliers to fulfil your booking.

25. Governing Law These Terms are governed by English law. Disputes will be resolved in the courts of England and Wales.

Support: support@thejltgroup.co.uk Copyright © 2025