Award-winning customer service is what we do at Jet2holidays and CIS Travel, and we want you to have total peace of mind when you book with us. So if unavoidable or extraordinary circumstances have meant we’ve had to cancel your holiday, you can expect a simple and stress-free experience when it comes to getting a refund.

In fact, we’ve been praised time and time again in recent years by customers and consumer experts for the speedy and smooth way we’ve dealt with refunds when we’ve had to cancel. Rest assured, we’ll always keep you and your money safe. You can read our full Terms & Conditions for what happens if we have to cancel your holiday at Jet2holidyas.com. Or if you decide you’d like to amend or cancel your holiday, you can find out all the need-to-knows about how to do this and what the charges by emailing us. And remember, you should always take out comprehensive travel Insurance to protect you against the unexpected.

CIS Travel & Soliman Travel 

Whereas airline websites primarily promote and sell their own flights and those of their code-share partners, booking through a travel agent offers the flexibility to compare multiple airlines in one place. This allows you to choose the airline that best fits your needs, whether that means an early departure time, fares that include baggage, or frequent flyer rewards.

CIS Travel acts as an agent for the airlines. All flights are subject to the rules, regulations, terms, and conditions of the airline at the time of booking. Some flights are non-refundable and cannot be changed. Once you have chosen your flight, made payment, and received your e-ticket, our service is considered complete. The responsibility for operating the service you have paid for then falls to the airline. If the airline alters their flight schedule or cancels your flight, they are responsible for providing you with a suitable alternative, provided they caused the change or cancellation. 

As an agent, we can attempt to assist you with re-booking, which may incur a fee, and help with the request and processing of any eligible refunds according to the airline’s rules and regulations. It is the passenger's responsibility to check and verify all ticket details, including departure and arrival airports and terminals, travel dates, and the full names as they appear on the passport. 

Additionally, please ensure your travel insurance is up to date, your passport is valid for travel, and you have obtained any required visas and vaccinations. We recommend checking in three hours before your flight's departure time, even if you have checked in online.

**Why does it take so long to get a refund?**

Due to the volume of tickets we issue, exchange, and refund daily, we handle payments with airlines in bulk. This process is managed through IATA (International Air Transport Association) and referred to as the BSP (Billing Settlement Plan). This means that the airline receives payment for your ticket no later than 15 days after it has been issued, regardless of the departure date. The same procedure applies when we request refunds or travel vouchers, which occur on a bi-monthly basis. This model is common among many travel agents, not just CIS Travel.

We understand that in these uncertain times, following the disappointment of flight cancellations, you want your refunds as quickly as possible. Under normal circumstances, refunds typically take four weeks to be approved and processed. However, during the COVID-19 crisis, most airlines suspended the automatic refund request procedure. Recently, a few airlines have started to reopen the refund request system, working through the backlog of requests to approve and process them. We have been collaborating closely with airlines to secure better outcomes for our customers. As soon as we receive funds from the airlines, we will issue refunds to the relevant clients promptly.

Our Travel policy

- It is the passenger's responsibility to check all the details of the ticket; departure and arrival airport and terminal; dates; full name exactly as on the passport; and to make sure your travel insurance is up to date, your passport is valid for travel and you have any required visas and vaccinations. If permitted, any changes or refunds are subject to availability as well as penalties, extra fees and charges. It is recommended you check-in 3 hours before departure. For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information, check www.gov.uk/foreign-travel-advice <http://www.gov.uk/foreign-travel-advice>

- For information on UK Government regulations, visit www.gov.uk/uk-border-control

- Please note, airlines reserve the right to change terminals, timings and conditions of flights at any time. These decisions are beyond CIS Travel's control.

- If permitted, any request for changes, refunds or rebooking of flights will incur an administration fee per person, in addition to fees and penalties charged by the airlines.

- Travel dates of some tickets cannot be changed. The reissue of all tickets is subject to the Airline's conditions and penalties.

- Please note, that all ancillary services (extra baggage, paid-for-seating) are non-refundable.

- We act as an agent for the airline and you accept as part of our Terms & Conditions when you book that your rights in relation to cancelled flights are governed by the airline you choose. 

-       Have you got your travel insurance? Visit this link: www.journeystravel.co.uk/?promo=UK44412527  or call 01784 772 668 to speak to a friendly advisor - please quote UK44412527 upon calling.

 **Why Do We Charge an Administration Fee If Airlines Are Offering Full Refunds?**  

When you purchase a ticket through us, you are paying for two distinct services: one is a service charge for our agency, and the other is the ticket cost, which is passed on to the airline. We do not separate these charges, so you will see one total price. Our service is provided as soon as your E-Ticket is delivered, regardless of whether you use the ticket or if the airline provides their service.  If your flight is changed or cancelled by the airline, we provide assistance again by filing for your refund, helping you re-book flights, or obtaining airline vouchers for future travel.   If the airline cannot operate the flight for which you purchased a ticket, they are responsible for either refunding you the cost of the ticket without charge or providing a suitable alternative, such as re-booking you on a different flight or offering a voucher for future travel. If you choose not to accept a reasonable alternative and decide to opt for a refund, we view this as you choosing to cancel your booking. In this case, an administration fee will be applied before we process your refund.  

**What If Your Airline Only Offers Vouchers or Date Changes?**  

As agents for the airline, you accept part of our Terms & Conditions when booking that your rights regarding canceled flights are governed by the airline you select. This may include:   

(a) Carriage on another flight with the same airline at no additional cost;   (b) Re-routing to your destination with another carrier, with or without additional costs;   (c) Receiving a full refund from the airline, minus any non-refundable charges incurred at the time of your original booking and a small administration fee;  

(d) Some other right or remedy.  In typical circumstances, airlines are obligated to issue a refund if you cannot accept the alternative flights they provide.

As your travel agent, we can either pass the refund on to you or use it to book a new ticket with another carrier. 

However, due to the unprecedented impact of COVID-19 on the travel industry, some airlines are not offering refunds and are instead providing free date changes or vouchers for future travel. If possible, we encourage you to accept these alternatives.  Most airlines currently offer a 12-month re-booking policy, with some extending this to 24 months. However, some airlines have restricted travel agents from processing refunds according to the usual guidelines.

In these cases, we have an alternative refund application process called BSP Link, which allows us to submit refund requests for consideration, but does not guarantee automatic approval. Airlines may reject refund requests for various reasons, including:  

- The flight operated, but you were unable to travel due to actions imposed by the UK government or entry requirements from the destination country, including mandatory quarantine upon arrival.   

- The flight operated, but you chose not to travel due to fear of the pandemic or because the event you were travelling for was cancelled.   

- The flight operated, but you could not travel due to advice from the FCO.  

- Your chosen flight was cancelled and merged into another flight that operated, but you still opted not to travel for any reason, including those above. 

We are here to assist you by submitting refund applications through the alternative process, but please note that significant delays in response are expected. It is important to provide as much information as possible when requesting a refund, including why you cannot accept the vouchers or date change options. 

If your refund application is rejected, we will inform you of the airline's response and provide you with a refund application number for your records. Even if your refund is denied, you can still claim a voucher for future travel as long as you cancel your booking before your scheduled departure date. 

 **Flights**  

There can be some confusion regarding the difference between a direct flight and a non-stop flight. A direct flight does not involve a change of aircraft; however, it may make stops to refuel or to allow passengers to board or disembark. In contrast, a non-stop flight requires no change of aircraft and does not make any stops along the way.  The flight times provided on this website are approximate and based on outbound flights. These times may vary depending on flight schedules, the type of aircraft, weather conditions, etc., and reflect only the hours spent actually flying (excluding any time on the ground during stops or when changing aircraft). 

Flights are often fully booked, so your preferred seat may not be available. It is not guaranteed that your group will be seated together. We strongly recommend checking in early if you have specific seat requests. Some airlines now offer paid seating options; please consult your travel adviser for more information. 

 **Reconfirmation of Domestic or International Flights** 

If your flight tickets were issued by CIS Travel, we are responsible for reconfirming your return flight for you upon issuing your tickets. However, if your tickets were not issued by us, you must reconfirm your flights at least 72 hours before departure.  

**Flight Changes and Delays**  

All flight times and days of operation are subject to change. We will inform you of any significant time changes as soon as we are notified by the airline. If long flight delays lead to lost holiday time, hotels will not provide refunds for unused accommodation. CIS Travel does not have control over these decisions and cannot accept responsibility for them. We strongly recommend obtaining adequate travel insurance for your trip. Smaller airlines are likely to change their schedules at short notice. While we will do our best to inform you of any changes be 

 **Booking Conditions**  

In this ever-changing environment, governments around the world are opening and closing borders at various times and for different periods. These decisions are beyond CIS Travel's control.  

CIS Travel operates as an Independent agent for the airlines, and by booking with us, you accept that your rights regarding cancelled flights are governed by the airline you choose.  

All flights are subject to the rules and regulations of the airline at the time of booking. Please note that some flights may be non-refundable and cannot be changed.  

If you request a refund for cancelled flights, a minimum administration fee of £50 per person will apply, in addition to any costs charged by the airline.  

For any permitted changes to your bookings, a minimum administration fee of £50 per person will apply, along with any fare or tax differences charged by the airline. 

Airlines are currently taking an exceptionally long time to process refunds and return funds to travel agents. Your refund will be issued as soon as we receive it from the airline, but please note that this can take up to 18 weeks or possibly longer, depending on the airline's rules and regulations. 

CIS Travel does not hold customer funds.  Some airlines may only offer refund credit notes (vouchers) instead of processing a cash refund.  It is the client's responsibility to check and comply with any quarantine rules, entry and exit requirements for both arrival and return destinations. 

Additionally, please confirm with your insurance provider that you are adequately covered. Allow extra time for enhanced security checks at airports.  

For the latest travel advice from the Foreign & Commonwealth Office, including security and local laws, as well as passport and visa information, please visit gov.uk/foreign-travel-advice. 

 **Insurance**  

All members of your party must have comprehensive insurance coverage that meets your needs while travelling. We recommend purchasing this insurance from your bank or an insurance broker. Your policy should include coverage for personal injury, death, medical expenses, and repatriation costs in the countries you plan to visit. Additionally, it should cover loss of baggage and valuables, personal liability, delays, cancellations, trip curtailments, missed departures, and legal expenses.   

Please note that special insurance may be required if you plan to scuba dive or participate in any other dangerous sports activities. It’s important to keep your insurance details with you during your holiday. 

Have you got your travel insurance? Visit this link: www.journeystravel.co.uk/?promo=UK44412527  or call 01784 772 668 to speak to a friendly adviser - please quote UK44412527 upon calling.

 If you have any complaints regarding your accommodation or other services during your holiday, it is essential to inform the Company’s Local Representative or Agent immediately. This allows the issue to be resolved promptly and amicably. You should have the complaint documented in a letter, which must be signed by both you and our representative before you return home. Additionally, please send a follow-up letter to CIS Travel Ltd. within 28 days of the end of your holiday. It is important to address any concerns while you are on holiday; writing a complaint letter after your return may affect your right to claim under this contract.