The JLT Group Booking Terms & Conditions
Last updated: 7 November 2025
These Terms & Conditions apply to all bookings made with Jetivo Travel Group. They ensure your family holidays are safe, protected, and transparent.
1. Introduction
1.1 These Terms and Conditions (“Terms”) set out the agreement between Janine Loves Ltd, trading as The JLT Group (“we”, “us”, “our”), and the customer (“you”, “your”) when booking travel services through one of our travel agents (“Agent”). By making a booking, you accept these Terms.
1.2 The JLT Group may operate as:
- An agent on behalf of third-party suppliers or tour operators.
- A principal where we create and sell packages directly.
- A provider of combined travel components (e.g., flights, hotels, transfers).
The nature of our role will usually be confirmed in your booking documentation. Please contact us if unsure, as our responsibilities differ accordingly.
2. Booking
2.1 By booking, you confirm:
- You are over 18.
- You’ve read and agree to these Terms.
- You accept responsibility for all individuals listed on the booking.
2.2 A deposit or full payment is required. Review your confirmation and notify us of any errors immediately. Changes may incur charges.
2.3 Ensure:
- All names match passports.
- Travel dates and details are correct.
We do not charge for documentation corrections, but third-party supplier fees will be passed on to you.
3. Payment
3.1 A deposit or full payment is required at the time of booking. Balance payments must be made by the due date, or the supplier may cancel and apply cancellation fees.
3.2 Non-Refundable Deposits: Deposits are non-refundable unless otherwise stated due to committed supplier costs on your behalf.
4. Your Contract
4.1 Your contract may be with:
- The travel service supplier (e.g., airline, hotel).
- A third-party tour operator.
- The JLT Group (as a principal or package organiser).
4.2 As agents, we are not responsible for supplier performance. Their terms apply. If we are the principal, we are accountable under the Package Travel Regulations.
4.3 Bookings can include multiple elements (e.g., flights, hotels). Depending on the package type, responsibility may vary.
5. Flights
5.1 Flights can be booked via:
- Direct bookings (where we act as agent).
- Airline consolidators under our ATOL licence.
- Packages offered by us or third parties.
5.2 If we are an agent, your contract is with the airline. If sold as part of our package, we take responsibility.
5.3 Charter Flights:
As agents: your contract is with the flight provider.
As principals: your contract is with us under ATOL protection.
6. Changing or Cancelling Your Booking
6.1 All changes or cancellations must be requested in writing by the lead passenger. Charges apply based on supplier policies and our admin fees.
7. Changes or Cancellations by the Supplier
7.1 We’ll inform you of any changes or cancellations by suppliers. Prompt responses are required for alternative arrangements or refunds.
8. Service Charges
These may include:
- Supplier Failure Insurance (SFI)
- ATOL Fee
- Standard Booking Service Charge
Charges are included in your total booking cost where applicable.
9. Our Responsibility
9.1 Unless we are the tour operator, our liability is limited. If found liable, our maximum liability (excluding personal injury or death) is the total booking cost.
10. Complaints
10.1 Contact your JLT booking agent first.
10.2 If related to a supplier, we’ll guide you based on responsibility.
10.3 Unresolved matters can be escalated to Protected Trust Services (PTS) or an ADR service.
11. Financial Protection
- 11.1 Many bookings include financial protection—ask us for details.
- 11.2 ATOL protection applies to flight-inclusive bookings we sell as principal.
- 11.3 Other bookings may include SFI automatically with a fee.
- 11.4 In supplier insolvency cases, alternate ATOL holders may fulfill services.
12. Package Holidays
12.1 We act as package organiser when:
- We sell a combination of travel services.
- We combine individual elements ourselves.
12.2 We are responsible for delivery under the Package Travel Regulations.
12.3 Flight-inclusive packages may be protected under:
- Our ATOL (ATOL No. 12564).
- A third-party ATOL (as agent).
- 12.4 All bookings are protected via our PTS membership.
- 12.5 Bookings are transferable (fees: £50–£100 + supplier terms).
- 12.6 We provide assistance during package holidays, subject to user conduct.
13. PTS Membership
We are members of Protected Trust Services (PTS No. 6090).
More info: www.protectedtrustservices.com/consumer
14. Special Requests
We will pass on requests but cannot guarantee fulfilment or accept liability.
15. Insurance
You are strongly advised to obtain suitable travel insurance. We are not liable for losses covered by insurance.
16. Accommodation Ratings
Ratings are provided by suppliers and may vary. We cannot guarantee accuracy.
17. Room Allocation
Rooms are typically assigned on arrival. Local taxes and charges may apply and are payable on-site.
18. Building Work
Where notified, we’ll inform you of any building works that may affect your stay. If significant, we’ll seek remedies from the supplier.
19. Delivery of Documents
We are not responsible for lost documents unless due to our negligence. Reissue fees may apply.
20. Passports, Visas & Health
You are responsible for compliance with all entry and health requirements. We can offer guidance.
21. Final Travel Checks
Reconfirm flights at least 72 hours before departure and check all documents.
22. Unavoidable Events (Force Majeure)
We are not liable for disruptions caused by events outside our control, such as war, strikes, pandemics, or natural disasters.
23. Behaviour
Suppliers may terminate services without refund for inappropriate behaviour. You are liable for any damages or claims caused by your actions.
24. Privacy Notice
Your data will be processed in line with our Privacy Policy and may be shared with suppliers to fulfil your booking.
25. Governing Law
These Terms are governed by English law. Legal disputes will be handled by the courts of England and Wales.