Booking Terms & Conditions

1 Important Notice Before Booking

Please read these Booking Terms & Conditions carefully before making a booking, making a payment, submitting passenger details, or instructing Neo Tourism™ to proceed with any travel service.

By using our website, submitting a booking request, making a payment, confirming travel details, or instructing us to proceed, you confirm that you have read, understood, and accepted these Booking Terms & Conditions.

These terms are designed to protect both the customer and Neo Tourism™ by making the booking process clear, transparent, and fair.

2 About Neo Tourism™

Neo Tourism™ acts as a travel booking agent for flights, holidays, accommodation, transfers, tours, and other travel-related services.

In most cases, we arrange travel services on behalf of customers through third-party suppliers, including but not limited to airlines, hotels, tour operators, accommodation providers, transfer providers, payment processors, and travel technology providers.

Unless stated otherwise in writing, Neo Tourism™ is not the airline, hotel, transport provider, tour operator, or final supplier of the travel service.

Your contract for the actual travel service is usually with the relevant airline or supplier, and their own terms, conditions, fare rules, cancellation rules, baggage rules, and operating conditions will apply.

3 Lead Passenger Responsibility

The person making the booking or payment is treated as the Lead Passenger unless stated otherwise. The Lead Passenger confirms that:

• They are authorised to act on behalf of all passengers included in the booking.
• All passengers have agreed to these Booking Terms & Conditions.
• All passenger information provided is true, complete, and accurate.
• Passenger names match the passport or travel document exactly.
• Dates of birth, gender, passport details, nationality, and contact details are accurate where required.
• All passengers understand that airline and supplier rules apply.
• They are responsible for checking all booking details before confirmation.

Neo Tourism™ is not responsible for losses, additional charges, denied boarding, cancellation, amendment fees, or the need to purchase new tickets caused by incorrect passenger information supplied by the customer.

4 Online Flight Search

Our website may allow customers to search flight options online. Flight search results may be powered by third-party travel technology providers, airline systems, API connections, global distribution systems, or other supplier systems.

The flight options displayed during search are based on available information at the time of search. Flight availability, fare prices, baggage details, routing, timings, taxes, supplier charges, and conditions can change quickly.

A flight result displayed on the website does not guarantee that the fare, seat, route, or booking option will remain available until payment and final confirmation.

5 Fare Availability and Booking Confirmation

All fares, flight options, baggage details, seats, routes, timings, and prices are subject to availability and may change until the booking is confirmed.

The flight options shown during search are based on available information at the time of search. However, airline fares and availability can change quickly. In some cases, the selected booking option may no longer be available by the time the booking is processed or payment is reviewed.

If a selected fare or flight option becomes unavailable, Neo Tourism™ will contact the customer as soon as possible and assist with the best available alternative options or suitable solutions.

A payment received by Neo Tourism™ does not automatically guarantee that the selected flight is confirmed or ticketed until the booking has been successfully processed and confirmed by our team. Once the booking is confirmed, the customer will receive the official booking confirmation.

6 Booking Status Definitions

To avoid misunderstanding, the following booking-status wording should be used:

7 Website Booking Flow

Where online booking is available, the general process includes searching, selecting, reviewing itineraries, entering passenger info, accepting these Terms, proceeding to payment, verification by Neo Tourism™, and final booking processing.

Neo Tourism™ reserves the right to decline, cancel, hold, or delay processing any booking where information is incomplete, inaccurate, suspicious, unavailable, technically incorrect, or fails verification.

8 Payment Terms

Customers may pay through approved payment methods, including online card payment, bank transfer, or other agreed methods. All payments must be made in the currency and amount agreed at the time of booking.

Where a customer enters the amount manually on the Make a Payment page, they are responsible for entering the correct booking reference, name, amount, and currency.

An underpayment may delay or prevent booking confirmation. An overpayment will be reviewed and, where appropriate, refunded after verification and subject to deductions permitted by law.

9 Card Payments and Secure Online Payments

Online card payments are processed through secure gateways. Neo Tourism™ does not store full card numbers, CVV codes, or full payment card details on its servers. Card payments may be subject to fraud checks, security authentication (3D Secure), or bank approval.

Neo Tourism™ reserves the right to request additional verification, delay ticketing until verified, request proof of authorization, or decline suspicious card payments to protect cardholders.

10 Cardholder Authorisation and Fraud Prevention

The customer confirms they are using their own card or have full permission from the cardholder. If the payer is not a passenger, additional documents (ID, signed authorization, billing address) may be requested.

Suspected fraud will be reported to payment providers, banks, or lawful authorities immediately.

11 Chargebacks, Payment Disputes and Unauthorised Claims

Customers should contact Neo Tourism™ first for refund or cancel queries. A chargeback or dispute does not cancel bookings or remove supplier penalties.

If a customer disputes a valid payment, Neo Tourism™ reserves the right to submit booking evidence, correspondence, IP logs, and recover disputed amounts, admin penalties, bank fees, and recovery costs.

If a payment is reversed, the customer remains responsible for all supplier charges, ticket costs, and penalties caused by the reversal.

12 Deposits, Instalments and Payment Deadlines

Agreed instalment plans must be strictly followed. Deposits are non-refundable once committed to suppliers. Remaining balances must be paid by the deadline, or the booking may be cancelled, losing all payments and deposits.

13 Prices, Currency and Errors

Prices are subject to availability. Neo Tourism™ reserves the right to correct obvious pricing errors, GDS system errors, or supplier display failures before confirmation. Neo Tourism™ is not required to honour obvious pricing errors.

14 Service Fees and Administrative Charges

Neo Tourism™ may charge service fees, administration handling, amendment fees, or cancellation fees which are clearly disclosed. Service fees are non-refundable once work is carried out.

15 Changes and Cancellations by the Customer

All requests are subject to airline rules, supplier conditions, availability, and penalties. Many promotional or restricted tickets are non-refundable and non-transferable.

16 Refunds

Refunds require supplier approval and are subject to deduction of airline penalties, non-refundable taxes, service fees, and bank/gateway costs. Refund processing depends on supplier timelines and can take several weeks.

17 Credit Notes and Travel Vouchers

Where applicable, credit notes or travel vouchers may be offered in lieu of refunds, subject to supplier conditions, expiry dates, and lack of cash value.

18 Airline and Supplier Changes

Airlines or hotels may reschedule, delay, reroute, or cancel flights or room selections. These changes are outside Neo Tourism's control. We will assist based on carrier-approved alternatives.

19 Baggage, Seats and Special Requests

Baggage allowances depend on fare rules and must be verified by the customer. Seat allocation, dietary requests, and wheelchair assistance are not guaranteed unless validated by the carrier.

20 Travel Documents, Passports, Visas and Entry Requirements

Passengers are solely responsible for ensuring passport validity, transit visas, health cards, vaccinations, and compliance with immigration controls. Neo Tourism™ is not liable for boarding denial or deportation.

21 Passenger Names and Passport Matching

Passenger names must match their travel document exactly. Corrections are subject to airline approval, fees, or ticket cancellation/repurchase. Neo Tourism™ is not responsible for input errors.

22 Check-In, Airport Arrival and Travel Responsibility

Passengers must verify flight times, complete online check-in, and arrive at the airport with sufficient gate buffer. Missed flights due to delays or passenger error are the customer's responsibility.

23 Holidays, Packages and Linked Travel Arrangements

For packages and linked arrangements, Neo Tourism™ acts as a booking agent unless stated otherwise. Specific quote details and protection rules will be supplied during checkout.

24 Travel Protection, ATOL and Supplier Protection

Financial protection varies. Some flight-inclusive arrangements carry ATOL protection through the supplier, but protection is not uniform across all products.

25 Insurance

We strongly recommend arranging a comprehensive travel insurance policy covering medical costs, flight cancellations, luggage loss, and disruptions.

26 Customer Communication Responsibility

Customers must monitor emails, WhatsApp, and SMS. Neo Tourism™ is not liable for booking drops or deadline losses if a customer fails to respond to communications.

27 Website Account, Login and Customer Portal

If using a client portal, customers must secure their passwords. We reserve the right to suspend accounts if fraud or misuse is suspected.

28 Website Information and Availability

Site data can contain temporary display errors or API delays. Fares are not confirmed solely because they appeared on screen.

29 Force Majeure and Events Outside Our Control

We are not responsible for delays or failures caused by GDS connections, strikes, pandemics, weather, natural catastrophes, war, airport shutdowns, border controls, or payment network failures.

30 Limitation of Responsibility

Neo Tourism™ acts as agent and is not liable for carrier omissions, schedule delays, customer documentation errors, denied boarding, chargeback claims, or supplier insolvency.

31 Complaints

Complaints must be submitted in writing with booking reference, passenger names, travel dates, and description to [email protected]. We may refer supplier issues to the respective carrier.

32 Data Protection

Data is processed in accordance with our Privacy Policy and shared with airlines and processors to execute your bookings.

33 Governing Law

These Booking Terms & Conditions are governed by the laws of England and Wales.

34 Acceptance of Terms

By searching, booking, paying, submitting passenger details, or using the Make a Payment page, you confirm that you accept these Booking Terms & Conditions.

35 Website Checkout Checkbox Text

Before payment or booking submission, the website should require customers to tick a box confirming:

"I confirm that all passenger names, dates, routes, travel details and contact information are correct. I understand that fares and availability may change until booking confirmation, payment alone does not guarantee that my selected option is confirmed or ticketed, airline/supplier terms apply, and I accept the Neo Tourism™ Booking Terms & Conditions and Privacy Policy."

36 Payment Page Notice

Please read before payment:

"Fares, bookings and travel services are subject to availability and supplier confirmation. A successful payment does not automatically mean that your selected flight or travel service is confirmed or ticketed. If your selected option is no longer available, Neo Tourism™ will contact you promptly and assist with the best available alternatives. Please enter your booking reference, name, amount and contact details carefully."

37 Policy Updates

Neo Tourism™ may update these Booking Terms & Conditions from time to time. The version published at the time of booking or payment will apply.