Terms & Conditions

Flight Ticket Policy

All flight bookings are subject to the airline's fare rules and conditions.

You should reconfirm your flight details with us or the relevant airline at least 72 hours before departure, particularly where advised to do so.

Once a flight ticket has been issued, it may not be refundable or amendable except where permitted under the applicable airline's fare rules. Any permitted amendment, cancellation, rebooking, or refund may be subject to airline charges, fare differences, taxes, service charges, and administrative fees.

Flight fares are not considered confirmed until the ticket has been issued. Prices and availability may change before ticket issuance, and Marwa Travel cannot guarantee a quoted fare until the booking has been confirmed and the ticket has been issued.

Flight delays, cancellations, schedule changes, route changes, or other disruptions caused by airlines, airports, weather conditions, operational issues, industrial action, or other circumstances outside our reasonable control are not the responsibility of Marwa Travel.

Where possible, we will assist you in communicating with the relevant airline or service provider regarding alternative arrangements. Customers are strongly advised to obtain appropriate travel insurance to cover delays, cancellations, missed connections, and other unforeseen travel disruptions.

Customers should carefully review their invoice and travel documents before departure.

Changes to Travel Arrangements

Where an airline, hotel, transport provider, or other principal changes the arrangements included in your booking, any additional fare, upgrade, amendment fee, or price difference arising from such change may be payable by the customer, where applicable.

Marwa Travel will endeavour to assist customers with alternative arrangements where the original service is unavailable or has been changed by the relevant provider.

Hotel Policy

Hotel bookings are subject to availability and the terms and conditions of the relevant hotel or accommodation provider.

If the hotel originally requested or confirmed becomes unavailable, Marwa Travel reserves the right to offer a suitable alternative accommodation where reasonably possible.

Hotel prices, room availability, meal plans, room categories, and other accommodation arrangements may change until the booking is fully confirmed and paid for, subject to the applicable booking terms.

Any additional cost resulting from a requested change, upgrade, alternative hotel, room category, or other amendment may be payable by the customer.

Deposit & Payment Policy

A deposit may be required to secure your booking.

Unless otherwise stated on your booking confirmation, a 50% deposit of the total booking value may be required to secure a booking.

Payment of a deposit secures the booking subject to availability and the applicable supplier terms. A deposit does not necessarily guarantee that the underlying airline fare, hotel rate, visa fee, transportation cost, or other service price will remain unchanged until the full balance has been paid.

To reduce the risk of price increases or changes in availability, customers are encouraged to settle the outstanding balance as soon as possible.

The balance payment deadline will be communicated at the time of booking. Failure to make payment by the applicable deadline may result in cancellation of the booking and the loss of any applicable deposit or payments, subject to the relevant supplier's terms.

Cancellation & Refund Policy

Cancellation terms vary depending on the service booked and the terms imposed by the relevant airline, hotel, visa provider, transport operator, tour operator, or other supplier.

Once a flight ticket has been issued, cancellation or refund may not be permitted by the airline. Where a refund or amendment is permitted, airline charges, fare differences, supplier charges, and Marwa Travel' applicable administration fees may apply.

Where a customer cancels an Umrah Package or Holiday Package before flight tickets, hotel accommodation, or transportation have been fully arranged, an administration charge of 50% of the deposit per passenger may apply.

Where a customer requests a refund or amendment to an Umrah or Holiday Package, Marwa Travel will contact the relevant airline and/or service providers to determine whether the applicable services are refundable or amendable.

Any refund received from a supplier will be processed in accordance with that supplier's applicable rules. Relevant administration or service charges may be deducted where applicable.

We aim to respond to refund and amendment requests within 48 hours, although the actual processing time may depend on the relevant airline, hotel, visa provider, or other supplier.

Baggage Allowance

Baggage allowances vary between airlines, routes, fare types, and ticket classes.

It is the customer's responsibility to check the baggage allowance stated on their ticket or booking confirmation before travelling.

Marwa Travel cannot accept responsibility for additional baggage charges imposed by an airline where the passenger exceeds the permitted allowance.

Customers should also check the airline's current rules regarding cabin baggage, checked baggage, excess baggage, restricted items, and special equipment.

Complaints

At Marwa Travel, we aim to provide a professional and reliable travel service.

If you are dissatisfied with any aspect of our service, please contact us in writing as soon as possible so that we have an opportunity to investigate and resolve the matter.

Complaints relating to a specific event or service should preferably be submitted within 2 days of the relevant incident, or, where appropriate, within 7 days of returning from your journey.

Complaints submitted outside these timeframes may be more difficult to investigate due to the availability of records and information, and this may affect our ability to resolve the matter.

Please send written complaints to:

Email: Complaints@marwatravel.co.uk

Check-in Times

Customers are strongly advised to arrive at the airport well in advance of their scheduled departure time.

As a general guideline, we recommend arriving:

• 3–4 hours before international flights
• 2 hours before European and domestic flights

Airlines may close check-in and baggage drop-off facilities significantly before the scheduled departure time. Customers are responsible for allowing sufficient time for check-in, security, immigration, baggage procedures, and boarding.

Failure to arrive at the airport within the required timeframe may result in the passenger being denied boarding, and any resulting costs may be the customer's responsibility.

Special Meal Requests

Marwa Travel can pass special meal requests to the relevant airline where such requests are available.

However, special meal requests are subject to airline availability and cannot be guaranteed.

Customers should inform us of any dietary or meal requirements at the time of booking or as soon as possible afterwards.

The final availability and provision of any special meal remains the responsibility of the airline.

Applicable Law & Jurisdiction

Bookings made through Marwa Travel are generally subject to the laws of England and Wales, unless applicable law requires otherwise.

Where travel services or arrangements are provided in another jurisdiction, including the Kingdom of Saudi Arabia, customers must comply with the laws, regulations, customs, and requirements of that jurisdiction.

Customers are responsible for their own conduct while travelling and must comply with all applicable local laws and regulations.

Marwa Travel cannot accept responsibility for consequences arising from a customer's breach of local laws, regulations, customs, immigration requirements, or other legal obligations.

Where appropriate, customers should contact their travel insurer, relevant embassy or consular authority, or local authorities for assistance.

Visa Requirements for Non-UK Nationals

Visa requirements vary depending on nationality, destination, immigration status, and the type of visa being requested.

Where a visa application requires proof of legal residence in the country from which the application is being made, a valid residence permit or other acceptable evidence of legal residency may be required.

It is the customer's responsibility to provide accurate and complete information and documentation required for their visa application.

Submission of a visa application does not guarantee that a visa will be granted. Visa decisions remain the responsibility of the relevant embassy, consulate, immigration authority, or visa-issuing body.

Subject to Availability

All travel arrangements offered by Marwa Travel are subject to availability and the applicable terms and conditions of the relevant service provider.

Availability, pricing, flight schedules, hotel rooms, transportation, visa services, and other travel arrangements may change without prior notice.

We will always endeavour to meet the customer's requested requirements. However, where a requested service is unavailable, Marwa Travel may offer an alternative arrangement where reasonably possible.

Any difference in price resulting from an alternative arrangement will be communicated to the customer before confirmation, where applicable.

Travel Insurance

Marwa Travel strongly recommends that every customer obtains suitable comprehensive travel insurance before travelling.

Travel insurance should be appropriate for the destination, duration, activities, and nature of the trip.

Depending on the policy selected, comprehensive travel insurance may provide protection for matters such as:

• Trip cancellation and interruption
• Travel delays and missed connections
• Lost, delayed, or damaged baggage
• Emergency medical expenses
• Emergency medical evacuation and repatriation
• Other unforeseen travel-related circumstances

Customers are responsible for checking the terms, exclusions, limits, and conditions of their chosen insurance policy and ensuring that it provides adequate cover for their individual circumstances.

Customer Responsibility

Customers are responsible for ensuring that all information provided to Marwa Travel is accurate and complete.

This includes, where applicable:

• Full name and personal details
• Passport information
• Date of birth
• Nationality
• Visa and immigration information
• Flight details
• Contact information
• Hotel and accommodation requirements
• Special requests
• Travel dates and destinations

Customers must carefully check all documents issued to them and notify Marwa Travel immediately of any errors or discrepancies.

Marwa Travel cannot be held responsible for additional costs or consequences arising from incorrect information supplied by the customer or from the customer's failure to review their travel documents promptly.

Travel Documentation

Customers are responsible for ensuring that they hold all documents required for their journey, including, where applicable:

• Valid passport
• Appropriate visa or entry permission
• Residence permit
• Flight tickets
• Hotel confirmations
• Travel insurance
• Vaccination or health documentation where required
• Any other documents required by the destination country, airline, immigration authority, or other relevant authority

Travel requirements can change. Customers should verify the latest requirements before departure.

Umrah Travel Requirements

Customers travelling for Umrah are responsible for complying with all requirements issued by the relevant Saudi authorities, including applicable visa, immigration, health, vaccination, accommodation, transportation, and pilgrimage requirements.

Umrah arrangements may be subject to availability and the rules imposed by airlines, hotels, transportation providers, Saudi authorities, and other relevant service providers.

Where government regulations or supplier requirements change after booking, Marwa Travel will endeavour to provide customers with relevant information and assistance, subject to the requirements and decisions of the applicable authorities.

Force Majeure

Marwa Travel will not be responsible for delays, cancellations, losses, additional expenses, or changes to travel arrangements resulting from circumstances beyond our reasonable control.

Such circumstances may include, but are not limited to, severe weather, natural disasters, pandemics, government restrictions, war, civil unrest, industrial action, airport closures, airline operational disruption, changes in government regulations, or other extraordinary events.

Where such circumstances occur, we will endeavour to assist customers in communicating with the relevant service providers and identifying available alternatives.

Acceptance of Terms

By making a booking with Marwa Travel, you acknowledge that you have read and accepted these Terms & Conditions and agree to comply with the applicable terms of the airlines, hotels, visa providers, transportation companies, tour operators, and other suppliers involved in your booking.

These Terms & Conditions should be read together with your booking confirmation, invoice, ticket conditions, supplier terms, and any other documentation provided to you.

Marwa Travel reserves the right to update these Terms & Conditions where necessary. The latest version will be made available through our website.

Marwa Travel

Website: marwatravel.co.uk

Email: Complaints@marwatravel.co.uk