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Terms & Conditions - Online Flights

Agency Terms & Conditions for Purchase of Flight Tickets 


Except where otherwise specified, we, KILROY TRAVELS UK LIMITED, a company registered in England with company number 14416824 and registered office address of 43 Queens Road, Clifton, Bristol, United Kingdom, BS8 1QQ trading as ‘Kilroy’ act only as an agent in respect of bookings for flight tickets we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any flight services (“Flights”) or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any arrangements.  For all Flights, your contract will be with the airline in question (the “Airline”). 

By making a booking with us, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she: 

  1. read these Agency Terms & Conditions and agree to be bound by them;  
  2. consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements); and  
  3. is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services; 
  4. accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking. 

1. Contract

When making your booking we will arrange for you to enter into a contract with the applicable Airline operating the Flights, as specified on your confirmation invoice. As agent we accept no responsibility for the acts or omissions of the Airline or for the services provided by them. Your booking with us is subject to these Agency Terms and Conditions and the specific terms and conditions of the relevant Airline(s) you contract with and you are advised to read both carefully prior to booking. The Airline’s booking conditions may limit and/or exclude the Airline’s liability to you. Please ask us for copies of these if you do not have them.

Your booking is confirmed and a contract between you and the Airline will exist when we send you the booking confirmation on their behalf. 

2. Booking

When a booking is made you will enter all details into our system. Once you have confirmed these details and clicked “Buy Tickets” we will proceed to confirm the booking with the Airline. 

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant Airline operating your Flights or other persons necessary for the provision of your Flights. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. Full details of our data protection policy are available upon request. 

3. Payment

In order to book your chosen Flights, you must pay as required by the Airline operating the Flights. You must also pay all applicable insurance premiums and booking fees. 

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Airline who may cancel your booking and charge the cancellation fees set out in their booking conditions. 

Except where otherwise advised or stated in the booking conditions of the Airline concerned, all monies you pay to us for Flights will be held on behalf of the Airline and forwarded on to the Airline in accordance with our agreement with the Airline. 

4.  Prices

We reserve the right to amend advertised prices at any time.  We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.  You must check the price of your chosen Flights at the time of booking.

5. Connecting Flights and Codeshares

The Flights that you book through us may consist of several unrelated flight tickets. We cannot be made responsible for any problems with connection between unrelated flight tickets. Please note that different rules may apply to the number and maximum weight of luggage on different flights making up the itinerary. 

Airlines have extensive codeshare agreements, which means that the Flights may be indicated by one flight number while the Flight will actually be operated by another Airline. It is the operating Airline’s rules, including baggage allowance, which applies to the Flight you have booked. In general, information about the operating Airline can be found under the heading "Operated by". Please note that the airlines reserve the right to at any time change the operating Airline for a specific flight. We will try to inform you of any change in Airline, if we are aware of any change. 

6. Special requests

If you have any special requests (for example dietary requirements or seat selection), please send these directly to the Airline after booking. We can't guarantee that they will be met and we will have no liability to you if they are not. 

7. Changes and Cancellations by you

Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Airline will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Airline(s) operating your Flights. The Airline may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Flights and will normally increase closer to the date of departure). In addition, you must pay us an administration fee of £35.00 per booking for any amendments to bookings and an administration fee of £25.00pp for cancellations. We will notify you of the exact charges at the time of amendment or cancellation. Alternatively, you can also manage any changes or cancellations directly on the Airline’s own website.

Please note: some Supplier/Principals do not allow changes and therefore full cancellation charges will apply.  

8. Changes and Cancellations by the Supplier/Principal

We will inform you as soon as reasonably possible if the Airline needs to make a significant change to your confirmed Flights or to cancel them. We will also liaise between you and the Airline in relation to any alternative arrangements offered by the supplier but we will have no further liability to you. 

9. Our responsibility for your booking

Your contract is with the Airline and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the Flights. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Flights that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

10. Visa, passport and health requirements

We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the Airline accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date. Please take special note that for all air travel within the British Isles, Airlines require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

All international travellers to the United States under the Visa Waiver Program must have an ESTA (Electronic System for Travel Authorization). ESTA is a mandatory travel authorization for all travellers flying to or via USA. This means that even if you only have a transfer in USA, you must apply for ESTA. 

11. Complaints

Because the contract for your Flights is between you and the Airline, any queries or concerns about your Flights should be addressed to them. If you have a problem with your Flights whilst using them, this must be reported to the Airline immediately. If you fail to follow this procedure there will be less opportunity for the Airline to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. 

If you wish to complain when you return home, write to the Airline. You will see their name and contact details in any confirmation documents we send you.  

We will of course assist you with this if you wish - please contact Customer Services.  

If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.  

12. Delivery of documents

All documents (g. invoices/tickets) will be sent to you by email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. 

13. Law and Jurisdiction

These Agency Terms & Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

14. Final Travel Arrangements & Check-in

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the Airline prior to departure. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

We strongly recommend that you frequently check your itinerary on TripCase as Airlines often change their departure and arrival schedules. Failure to check your flight schedule may result in missed flight(s) and you may end up having to purchase a new ticket. If a schedule change causes problems for you, please contact us. 

Information we provide regarding terminals and gates are only guidelines, and these may change. When travelling outside Europe you should be at check-in at least two hours before departure. In general, be at the airport well in advance of your flight as there may be long queues at both check-in and security. 

15. Taxes and Charges

Normally all taxes and fees are included in the ticket price. However, there may be some airport or tourist authority taxes, that are to be paid cash upon departure or arrival, and which cannot be collected at the time of purchase. Normally information about this type of taxes and fees will be included on the travel documents, but changes may be made at short notice of which we are not aware. 

Please note that some Airlines may charge a fee for checked luggage. Detailed information will not necessarily be shown in the ticket rules when the ticket is being booked. Fees can vary, depending on ticket type, destination, or number of bags. For more details, you may check the homepage of the Airline(s). 

16. Ticket Types

The “KILROY TICKET” is marked with a yellow "bar" and is only valid for youth and/or full-time students, who on the date of departure are under the stated age limit.  

With a "KILROY ticket" you can, within the validity of the ticket, change date for a fee. Any changes are dependent upon there being available seats in the same booking class as the ticket has been issued in. A "KILROY ticket" can, for a fee, be refunded up to 24 hours before the first leg of the trip starts. 

To travel on a "KILROY ticket" the Airlines demand that the traveller has a valid IYTC card (International Youth Identity Card) or a valid ISIC card (International Student Identity Card) on the whole journey. If the traveller already has a valid card, the card number should be inserted in the booking. If the traveller does not have a valid card, this must be ordered at the time of ticket reservation. When buying a "KILROY ticket" the customer commits to fulfilling the requirements described. 

If you want to buy a "KILROY ticket" flying from outside of Europe to Europe you must prove that you left Europe within the last 12 months by sending us the 13-digit ticket number of the ticket you left Europe on, as well as a being a permanent resident of Europe. Failure to provide said document, or if you cannot prove you're a resident of Europe, will result in KILROY not being able to issue the ticket due to strict export regulations made by the Airlines. In the event of KILROY not being able to issue the ticket normal refund rules and procedures will apply. 

Standard tickets are marked with a black "bar” and are usually very restrictive when it comes to changes and refunds. The ticket rules are set by the Airlines - see specific rules for the ticket you are about to book. 

Some Airlines might not allow persons under the age of 18 to travel alone. Check rules on the Airline’s website before booking. KILROY does not take any responsibility if persons under the age of 18 is being denied boarding due to age limitations. 

17. Documentation & Information 

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Airline in question are intended to present a general idea of the services provided by the Airline. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Flights or any other services please contact

18. IATA

We are an IATA accredited agent (No. 17205834). For all flights sold under our IATA licence, the flight is sold by us as agent of the Airline named on the ticket and is not protected under the ATOL Scheme. We will issue you with a ticket immediately upon receipt of payment.

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