Terms and Conditions

User Agreement between the User (User, you) and Alfalah Travel
Please read these Terms and Conditions of use (Terms and Conditions) before using the Alfalah Travel website (Site) and making any booking. By visiting the Site, you accept these Terms and Conditions without qualification. If you disagree with any part of the Terms and Conditions, you may not use the Site or make a booking. All inquiries regarding customer service or your booking should be sent to Alfalah Travel or to info@alfalahtravel.co.uk.
Contents of these Terms and Conditions:
1. Your Agreement and Contract
2. Conditions for Delivery of Your Booking
3. Cancellations or Booking Changes
4. Terms and Conditions for Flight Booking
5. Payment Conditions
6. Passport, Visas, and Health Requirements
7. Other Generally Applicable Terms and Conditions

1. Your Contract and Agreement
A ‘booking’ refers to any order for products or services you make on our Site, which is received by us and confirmed. A contract is concluded when Alfalah Travel receives full payment from you and sends a verification email (from either Alfalah Travel or the relevant Travel Agent). All travel products and services on the Site are subject to availability. Alfalah Travel offers various products, and the specific terms and conditions depend on whether you book a Flight, Package, hotel, holiday lodge, or a combination of products.
Alfalah Travel acts as an agent for third-party suppliers, such as airlines, hotels, insurance providers, car rental companies, and package holiday suppliers (Travel Supplier). When you make a booking via the Site, and your chosen travel product or service is available, the contract is between you and the Travel Supplier. Alfalah Travel is not a party to this contractual relationship.
For ‘Other Products’ (e.g., flights and hotels purchased separately or holidays packaged by another supplier), the contract is also between you and the Travel Supplier, with Alfalah Travel acting as an agent.
ALFALAH TRAVEL STRONGLY RECOMMENDS THAT YOU TAKE OUT INSURANCE FOR ANY UMRAH/HAJJ PACKAGE, ESPECIALLY AS THERE MAY BE CIRCUMSTANCES WHERE NEITHER ALFALAH TRAVEL NOR THE TRAVEL SUPPLIER CAN ACCEPT LIABILITY (e.g., DELAYS OR CANCELLATIONS BEYOND OUR CONTROL).
Travel Suppliers
Alfalah Travel acts as a disclosed agent for third-party suppliers, including tour operators, hotels, hotel chains, hotel aggregators, insurance providers, car suppliers, and airlines (collectively, ‘Travel Supplier’). Your contract is with the Travel Supplier, and any queries or concerns about the product should be addressed to them. Contact details for most suppliers are provided in the ‘more info’ section for each product and in the verification email sent by Alfalah Travel or the Travel Supplier.
Alfalah Travel does not assume liability for the travel products or services provided by the Travel Supplier and makes no representations or warranties (express or implied) about the suitability or quality of these products or services.
Travel Supplier Conditions
The Travel Supplier’s terms and conditions (including airline terms of carriage) apply in addition to these Terms and Conditions. These may include provisions for payment procedures, default, liability, cancellations, booking changes, refunds, and other restrictions. Links to specific Travel Supplier terms are available on the Site, and you are advised to read them carefully. You are responsible for complying with any airline or Travel Supplier conditions regarding check-in times, flight reconfirmation, or other matters.
Flight Booking Terms & Conditions
Air fares have additional terms specific to the fare type. For example, ‘economy restricted’ tickets are typically non-changeable and non-refundable. Flights must be used in the order specified in your itinerary; failure to use the outbound flight may invalidate the rest of the ticket. Recommended check-in times are 120 minutes for international flights and 90 minutes for domestic flights. Some airlines require reconfirmation of return flights at least 72 hours before travel, and failure to do so may result in cancellation.
Airlines may make schedule changes or cancel confirmed bookings. While Alfalah Travel is not responsible for such changes, we will provide reasonable assistance via our customer services. Early check-in is recommended for specific seat requests, as Alfalah Travel has no control over seat allocation, even if pre-booked. Alfalah Travel is not responsible for transfer costs between airports or terminals. Special fare flights may not take the most direct route and may require aircraft changes en route. Direct flights maintain the same flight number but may stop for refueling or passenger changes, while nonstop flights travel directly to the destination without stops.
Direct (Flight): A flight with the same flight number throughout, though it may stop for a change of aircraft.
Nonstop (Flight): A flight that travels directly from departure to destination without stops.
General
During booking, you may enter frequent flyer or hotel loyalty program details, subject to the airline or hotel’s terms. Alfalah Travel does not guarantee special requests (e.g., meals, disabled facilities) but will pass them to the Travel Supplier. You must confirm with the Travel Supplier whether such requests can be fulfilled.

2. Delivery of Your Booking
E-tickets
You may choose between e-tickets or paper tickets during booking. Airlines have specific rules for e-ticketing, and Alfalah Travel is not responsible for non-compliance. Check these details with your airline before travel.
Ticket Delivery
Alfalah Travel relies on the accuracy of the information you provide and is not responsible for lost paper tickets due to incorrect addresses or undelivered e-tickets due to incorrect email addresses or junk email settings. Notify us immediately if your contact details change. Ensure the name on your passport matches your ticket or booking confirmation. Alfalah Travel does not deliver paper tickets outside the UK. Inform us of special delivery requirements (e.g., flats with security gates) after booking.
If you have another booking with Alfalah Travel or another agent, inform us if you need tickets by a specific time. Some airlines charge for re-issuing lost or delayed tickets, with procedures varying by airline. We use Royal Mail 1st Class for ticket delivery. If you do not receive tickets within 7 working days of your booking confirmation email, contact us (unless your departure is sooner). If you contact us within 48 hours of this period, we will cover reissue costs; otherwise, you are responsible for any costs.
For Express Next Day Delivery (via City Link, guaranteed by 18:00 the next day), contact us within 48 hours of your confirmation email if tickets are not received. Failure to do so may result in airline charges, for which you are responsible. Track your delivery using the courier’s reference number provided in the dispatch confirmation email.
In rare cases, Alfalah Travel may be unable to issue tickets due to ticketing restrictions beyond our control. We will attempt to notify you within 48 hours of verification and arrange a refund or alternative. If the alternative is more expensive, you may need to pay the difference. You may need to present your booking number or confirmation email to the Travel Supplier as proof of booking.

3. Cancellations or Modifications Terms
Your ability to cancel or modify a booking depends on the Travel Supplier’s terms and conditions. Some products or services may not be cancellable or modifiable, or may have specific requirements. For flight bookings, contact the Alfalah Travel Call Centre or email info@alfalahtravel.co.uk to cancel or modify. For car rentals:
• Cancellations or amendments within 7 days of booking incur a £15 per rental charge.
• Cancellations or amendments after 7 days incur a £40 per rental charge.
In some cases, written requests and additional fees may be required for cancellations or modifications. A ‘no-show’ for a flight may result in cancellation and no refund. For flight changes close to departure, obtain written email confirmation from Alfalah Travel before opting not to travel. For car rentals, failure to cancel before pick-up or non-compliance with pick-up terms may incur a ‘no-show’ charge of 100% of the booking value.
Note:
1. Flight deposits are non-refundable, and issued tickets are fully non-refundable upon cancellation. Alfalah Travel is not liable for 100% of deposits in case of cancellation once your package is booked.
2. Ensure your passport is valid for at least 6 months before applying for Umrah.
3. Passports are sent to the Saudi Embassy for visas, but Alfalah Travel is not liable for visa rejections, which are issued by the Saudi Embassy.
4. Visa costs may vary at the time of application, and you must cover any differences.
5. In case of visa rejection, Alfalah Travel will apply for hotel and flight cancellations and refund only what is received from suppliers. Alfalah Travel is not responsible for 100% refunds.
6. Hotels are subject to availability. If a similar hotel is provided, you may need to pay extra. Deposits are non-refundable, though partial refunds may be possible under certain conditions if funds are received from Saudi vendors. Full package cancellations are non-refundable.

5. Payment Terms
Full payment for Flight Packages is required at booking. Additional car rental charges (e.g., optional insurance, additional drivers) are outlined in the car rental terms. Payment timing for flights varies:
• Full payment at booking.
• Deposit at booking, remainder at checkout.
• Full payment at checkout.
Refer to the ‘Payment Summary’ or verification email to confirm. Payments are collected by Alfalah Travel, the Travel Supplier, or their representative. Additional local taxes may apply. Alfalah Travel may pass your card details to the Travel Supplier for booking fulfillment. Only payment methods listed on the Site are accepted; cash or cheques sent by post are not accepted.
Before full payment is received, Alfalah Travel or the Travel Supplier is not obligated to issue tickets or other documents, but you remain liable for agreed amounts. As an IATA Ticketing Agent, Alfalah Travel sends scheduled flight tickets within 24 hours of payment acceptance. Payments can be made by major debit/credit cards listed on the Site. Tickets or documents may be delivered to your credit card billing address if requested by the card issuer.
Incorrect billing address details may result in booking cancellation, ticket issuance delays, or fare increases. Alfalah Travel may perform random checks to verify your identity, including validating personal information against third-party databases, with your consent. These checks do not affect your credit rating and comply with the Data Protection Act 1998. Proof of address or credit card details may be requested before issuing tickets.
Refunds are processed to the original payment method and made payable to the original payer. Taxes may fluctuate with exchange rates. If payment is taken directly by the airline, Alfalah Travel will contact you within 48 hours (or 24 hours if traveling within 48 hours) if there are payment issues. Alfalah Travel is not liable for price increases due to payment failure, which you must cover before confirmation. Airline payments and other Alfalah Travel charges appear as separate transactions on your credit card statement.

6. Passports, Visas, and Health Terms
This section applies to British Citizens only. Non-British Citizens should consult their destination country’s embassy and the Home Office Immigration Department. Some countries require passports to be valid for at least 6 months after entry. Check with the Passport Agency if your passport is in its final year. Visit www.ukpa.gov.uk for UK passport information. Ensure the name on your passport matches your ticket, or you may be unable to travel, and insurance may be invalid. Notify Alfalah Travel immediately if any party member changes their name after booking.
Travelers to the United States
A visa is required for US entry unless you qualify for the Visa Waiver Programme (VWP). VWP-eligible British Citizens with machine-readable passports (MRPs) must complete a Visa Waiver Form on arrival. Ensure compliance with US Government requirements before booking. Non-MRP holders, including children on a parent’s passport, require a visa. Check www.usembassy.org.uk or www.fco.gov.uk for details. Non-British Citizens should contact their embassy.
Passport and visa regulations may change, so check with the relevant embassy well in advance. It is your responsibility to possess valid documents. Obtaining visas may take time, so apply early. Alfalah Travel accepts no responsibility for incorrect documents. Check health requirements via www.dh.gov.uk/PolicyAndGuidance (British Citizens) or your country’s equivalent.

7. Other Generally Applicable Terms
Alfalah Travel is not liable for failure to provide part or all of your booking, death, or personal injury unless caused by our fault, our agents, or Travel Suppliers. Liability for international travel by air, sea, or rail is limited by relevant conventions. Direct loss liability is capped at the total price of the products or services (except for death or personal injury, where there is no limit). Alfalah Travel is not liable for indirect or consequential losses.
Things to Keep in Mind for Hajj (Shifting Hajj Package)
Aziziyah:
• Aziziyah and Sheesha buildings are standard, economic buildings with no star ranking, even in 5-star packages.
• Aziziyah rooms accommodate 5-6 people, regardless of double/triple/quad bookings. Makkah or Medina hotels will follow your booked sharing arrangement.
• During the busy Hajj season, issues with toilets or cleanliness may arise. Contact your group leader for immediate assistance.
Mina:
• European tents in Mina have air coolers and sofa beds, shared by 40-60 people.
• Jamarat is a 45-60 minute walk from European tents, depending on your pace.
Queries and Complaints
Contact our customer services team before departure for inquiries or complaints. Log complaints with the Travel Supplier or hotel during your stay. For post-travel complaints, contact us within 30 days of return with your booking reference and relevant details. Provide additional information promptly if requested.
APIS Terms
Airlines require Advance Passenger Information (API) for travel to the USA and other countries. You agree to provide this to Alfalah Travel, which may share it with airlines and foreign authorities. Failure to provide accurate API may result in denied entry. Many US carriers require complete passport details before ticket issuance, with penalties for non-compliance. Alfalah Travel will request API after reservation, and you must provide it on time. Cancellation charges may apply if API is not provided, per airline fare rules.
Customer Behavior Terms
You must not act in a way that is inappropriate, offensive, or risks damage to others or property (e.g., drunkenness, air rage). Inappropriate behavior may result in booking cancellation, with no refunds, compensation, or reimbursement. You are liable for any expenses Alfalah Travel incurs due to such termination.
Use of the Site Terms and Conditions
The Site is provided ‘as is’ and ‘as available.’ Alfalah Travel is not liable for access interruptions, transaction failures, or computer viruses.
Information on the Site
Site information is for guidance only and may be modified at any time. Confirm details with the Travel Supplier, destination, embassy, or tourist office. Alfalah Travel does not guarantee the accuracy of passport, visa, or vaccination information, and you are responsible for compliance. Errors or omissions (e.g., prices, descriptions) will be corrected as soon as practicable.
User Obligations Terms
You agree to:
• Accept financial responsibility for transactions under your name or account.
• Be 18 or over with legal capacity.
• Provide true and accurate information.
• Not make speculative, false, or fraudulent bookings.
• Not transmit unlawful material.
• Not modify, copy, or reproduce Site content, except for one personal, non-commercial copy.
Denial of Access Terms
Alfalah Travel may deny Site access at any time without notice.
Links to Third-Party Websites
The Site may contain links to third-party websites, over which Alfalah Travel has no control or liability. Direct concerns about external links to the site administrator.
Force Majeure
Alfalah Travel is not liable for failures due to force majeure events, including government intervention, wars, civil commotion, hijacking, fire, flood, accident, storm, strikes, lockouts, terrorist attacks, or industrial action.
Copyright and Trademarks
All Site content and proprietary rights are reserved by Alfalah Travel or its affiliates, unless owned by third parties. Alfalah Travel’s name, marks, logos, and graphics are registered trademarks. No right or license is granted to use trademarks.
Privacy Policy
The Alfalah Travel Privacy Policy is incorporated into these Terms and Conditions. You agree to the use of personal information per the Privacy Policy.
ATOL
Alfalah Travel is ATOL Protected by the Civil Aviation Authority and acts as an agent for licensed tour operators. Flight bookings are ATOL Protected, except when scheduled flight tickets are sent within 24 hours of payment or paid directly to airlines. ATOL Protection applies primarily to UK bookings and will be stated in your confirmation email. Visit www.atol.org.uk for details.