General Terms & Conditions

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These terms and conditions govern all bookings made by you with Acorn Air.

Please make sure you read and understand the section on pricing (below) and our use of third party data and the potential effect it may have on any completed booking.

Any booking which you make or order which you place, shall be an offer by you to purchase the relevant flight, package or other holiday arrangement subject to these terms and conditions and where applicable to the relevant suppliers standard terms and conditions. A contract is formed when you agree to our booking conditions and make payment. A confirmation will be sent once a booking has been made.  

All payments are in Great Britain Pounds (GBP).

Please ensure you check your entire itinerary prior to completing the booking and also once we send you the Completed Booking email to ensure that it meets your requirements. 

In addition please make sure you check all the passenger name details including the title as changes to these after booking can result in amendment fees or in some cases cancellation. 

Acorn Air uses third party data in pricing it's flights and holidays. These third parties use various techniques to gain this information including holding cached data. It is possible that this data may be occasionally out of date and offer flights and holidays that are not available (or available at the price shown). 

Whilst we will make every attempt to make sure this data is correct, occasionally it may not be possible to honour the fare provided. In this case you will be offered either the same service at a different price, a different service or a full refund. 

Occasionally technical errors do occur, and Acorn Air reserves the right to cancel any transaction in which a product has been sold at an incorrect value. 

Please note: One of the travellers must be an adult at the time of travel (ages 18 and over)

Please note that a flight described as "direct" will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to a variety of circumstances, including air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. 

Acorn Air is not liable if there is any change to a departure/arrival time previously given to you or shown on your documentation. All clients are advised to reconfirm their flights with the airline, 72 hours prior to departure. Acorn Air is also unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned. 

Acorn Air works as an agent of the principal (airline) who have their own terms and conditions. This does allow it to refuse a sale after it has been taken. We will always try to prevent this situation whenever it can, but cannot guarantee against it happening. If this happens the you will be offered either the same service at a different price, a different service or a full refund. 

The Customer must comply with the air transport Supplier's Rules and Restrictions on the carriage of children and in particular that children older than 2 years on the return date must have a return ticket at a child fare for both the outbound and inbound flights. Customers who do not comply with this will not be eligible for a refund of any seat charges incurred during travel. Children under 2 years will not be allocated their own seat in the aircraft, unless a child fare has been booked for them. Unaccompanied children under 16 will only be carried in accordance with the air transport Supplier's Rules and Restrictions 

Many airlines (including most low cost carriers) no longer give a free baggage allowance. In addition some full service airlines may charge on certain fares & routes. We will however be happy to confirm what you are entitled to. By agreeing to these terms, you accept you are aware of your allowance and happy to proceed. 

Some online bookings are taken with an On Request status. In this case we are not able to guarantee either the availability or pricing. We will identify this status prior to you completing the booking and will NOT take payment. A contract will come into force when you have accepted the booking as informed to you and you have made payment. 

In most cases we will issue an electronic ticket for air travel. This will be emailed to the address given when booking. The information on the receipt is deemed correct unless you are otherwise advised by Acorn Air within 72 hours of departure. 

Please note that you may require a visa or other documentation or approval for travel to your destination. It is your responsibility to ensure that you carry all necessary documentation and you should ensure that you have checked before you book whether there are any particular requirements for your trip.

You are advised to contact the relevant Embassy Visa Unit and/or the relevant Passport Office and/or the relevant airline, to check your Visa requirements and Passport validity, prior to booking.

Note: Some countries have an immigration requirement that a Customer's passport is valid for a minimum period after the Customer enters that country, typically 6 months. 

In the event we are asked to make changes to tickets or bookings, reissue tickets that require changes or have been lost, destroyed or stolen or for any other reason and it is possible to do so, we reserve the right to pass on to you any costs incurred to us as a result plus our own administration fee. 

In accordance with mail order regulations, all documents will be posted to the billing address of the credit/debit card holder. All documents are sent by either Royal Mail Special Delivery or First Class post, but Acorn Air will not accept responsibility for documents delayed mislaid or lost by the Royal Mail. Lost or mislaid tickets may require full payment to be made again, pending a refund of the original documents.

Please note: We do not take third party payments. Therefore the card holder MUST be one of the travellers. 

Unless otherwise stated, full payment for all products and services may be required at the time of booking regardless of the arrangements being confirmed. Payment can be made by Switch/Delta cards and all major credit cards. Acorn Air reserves the right to charge you in addition for any handling fees incurred by it in relation to bookings made by credit or charge card. You will be notified of the relevant charges prior to issue of a confirmation invoice. 

Once payment is made, we will make verification checks to prevent payment card fraud to protect both ourselves and the card holder. Should we require further security documentation such as confirmation of an address or a passport copy to verify the card user, we will contact you for this information and will require an urgent reply. 

Most destinations/airlines now require Advance Passenger Information (API) to be submitted. We therefore reserve the right to request this information and/or passport copies to verify this information for the airline and authorities that require it. 

Acorn Air reserves the right to pass on any charges relating to credit card charge backs. All credit card charges are non refundable. 

 In the event of a cancellation, a passenger named on the booking must effect the cancellation in writing to us. Where cancellation is possible, cancellation may/will be subject to applicable charges, penalties and administration fees. If partial sectors are cancelled, airlines will cancel all sectors on your itinerary/ticket and you will not be entitled to a refund for that or any other sector on your itinerary/ticket. You will need to make alternative travel arrangements at your own cost for any other sectors of travel. 

In the event that you are deemed a 'NO SHOW' by the airline for one or more sectors of your flight, airlines will cancel all sectors on your itinerary/ticket and you will not be entitled to a refund for that or any other sector on your itinerary/ticket. You will need to make alternative travel arrangements at your own cost for any other sectors of travel.

 Refunds will not be paid until they have been received by Acorn Air from the relevant airline. Usually a delay of 8-10 weeks may be incurred but in some cases (e.g. lost tickets) this delay may be increased by up to 9 months.
Not all Taxes are refundable. Some airlines do not refund their fuel surcharge (this is usually included in the tax). Please contact us for an exact amount that will be refunded.

All credit card charges are non refundable.
All SAFI (Scheduled Airline Failure Insurance) charges are non refundable.
All Protection & Bonding Levy charges are non refundable.
All Booking Fees are non refundable.

The above non refundable charges are applicable in all circumstances.Please note that, as between you and any supplier whose services form part of your booking, the terms and conditions of the relevant supplier will apply. The supplier's terms and conditions may limit or exclude liability, often in accordance with international conventions.

If you have a complaint in connection with any travel arrangements or any services provided by a third party supplier you must contact the appropriate supplier immediately. Acorn Air shall not be liable for any loss or damage suffered by you in these circumstances. However, if you are unable to resolve any problem to your satisfaction with the supplier direct, Acorn Air may, at its discretion, provide you with reasonable assistance with a view to resolving the problem with the relevant supplier. If you wish to request Acorn Air's assistance in resolving a dispute with a supplier, you must contact Acorn Air no later than 28 days from the date of your return, provide full details of your complaint and the supplier concerned, a copy of any report received by you in connection with the problem and your booking reference number. 

The foregoing represents the entire extent of Acorn Air's liability and obligations in the event of a claim by you where Acorn Air acts as booking agent.