Terms & Conditions

1. Introduction

These Terms & Conditions govern your use of the Ai-Assists website and booking services (the "Service"), operated for UK-focused flight booking. By creating an account, searching, holding, or paying for a booking, you agree to these terms.

Prices on the Service are shown in pounds sterling (GBP) unless we state otherwise.

2. Our role as booking agent

Ai-Assists acts as a booking agent only. We search for and arrange flights and certain extras (such as extra bags and seats where offered) through our technology partners. When you book through us, you enter into a contract of carriage with the airline (and, where relevant, other travel suppliers).

The airline is solely responsible for operating the flight, including delays, cancellations, schedule changes, baggage handling, check-in, boarding, and carriage of passengers. Ai-Assists is not the airline and is not responsible for the performance of the flight itself.

You may need an account with the airline to manage your booking, check in online, or make certain changes after purchase. We provide booking references, e-ticket numbers when issued, and tools in My Trips to help you; airline rules still apply.

After you book we may offer optional travel extras (for example insurance or airport parking) via a third-party partner. We do not sell or underwrite insurance. If you buy from the partner we may earn a commission. Your flight booking with us is unchanged either way.

3. Our fees

In addition to the airline ticket price (and any airline charges for extras), we charge platform fees. These are shown before you pay, in pounds, as separate lines where practical.

3.1 Booking fee and service fee

• Booking fee — a fee between £8 and £15 depending on the airline flight price (lower on cheaper fares, up to £15 on larger fares). The exact amount is shown before you pay.
• Service fee — a variable amount calculated from the flight price (and any extras used in our fee rules). It stays within a limited band and is always shown as a pound amount before payment. We do not require you to work out a percentage; the checkout total is authoritative.

Together these cover search, booking arrangement, payment handling, and platform support. They are for work performed in arranging the booking.

3.2 Extra bags and seats

Where the airline offers paid extras through our partners:

• At checkout (Pay now) — you pay the airline price for each bag or seat, plus an Ai-Assists baggage service fee of £5 per bag unit and a seating service fee of £5 per seat unit.
• After booking — where the airline still offers extra hold bags on your ticket, you may add them from Manage Booking. The same fee model applies: airline bag price plus £5 baggage service fee per bag. Not all airlines or fares support post-booking bags.
• Your itinerary / Manage booking bill separates airline ticket amounts from Ai-Assists fees so you can see both.
• We pay the airline (via our partner) the airline portion only for those extras.

3.3 Flight changes

Where the airline allows an online change on your booking, you may request a change in Manage Booking (cabin, dates, and airports for one or both legs of a return, where offered). If you complete a paid change:

• You pay any airline change amount (fare difference and any airline penalty, as quoted for that change option).
• You also pay a fixed Ai-Assists change service fee of £15 (£15). This is charged by us for arranging the change and is non-refundable.
• The change updates your existing booking reference where the airline confirms it; it is not necessarily a new ticket purchase.
• Seats (and similar paid extras) on a leg you change are usually lost. Changing a flight often replaces that sector; assigned seats you already paid for on the old flight may no longer apply. We warn you in Manage Booking before you pay. Airline seat prices and our seating service fee for seats that are dropped are generally not refunded by us, unless the airline returns that amount under their rules.

Online change is not available on every fare. Airline fare rules may say changes are allowed even when online change is not offered at that moment — airline systems control availability.

3.4 What is not a fee line

Partner and card-processing costs are built into how we set fees; they are not always itemised as separate customer lines. Your payable total at checkout (or on a change / post-booking bag payment) is the amount charged to your card.

4. Hold fee

Where a fare can be held, you may pay a hold fee of £10 (£10) to reserve the booking for a limited time under the airline/partner rules (including any payment deadline shown to you).

• A hold is not the same as a third-party "price lock" product. Time limits and whether the fare can still change follow the hold we place with our partner and the airline—not an open-ended retail guarantee.
• Extra bags and seats cannot be included on a hold. To add bags or seats at booking time, use Pay now instead. After a confirmed ticket, post-booking bags may be offered separately where the airline allows.
• If you later pay to confirm the held booking, the hold fee is credited against the amount due (up to the hold fee paid), when our systems show it as eligible.
• If you cancel a hold or let it expire without paying the ticket, the hold fee is non-refundable (we keep £10).

5. Payments

Payments are processed securely by Stripe. On Pay now you typically pay in one transaction:

• Airline flight price (fare and taxes as quoted)
• Airline extras you selected (bags / seats), where applicable
• Our booking fee, service fee, and any baggage / seating service fees

Separate payments may apply for a flight change (airline change amount + change service fee) or post-booking bags (airline bag price + baggage service fee).

We do not store full card numbers on our servers. By paying, you authorise the charge for the total shown at checkout or on that payment screen.

Prices and availability can change until the booking (or change / bag add-on) is confirmed. If the airline price increases after payment but before we can complete the action, we will not complete it at a higher airline cost without a process that protects you (for example refund), as implemented in our flow.

6. Cancellations & refunds

Cancellation and refund rights for the ticket are set mainly by the airline and fare rules. Our handling is as follows:

• Held bookings (ticket not fully paid): You may cancel the hold. The hold fee already paid is non-refundable. No flight fare is charged if you never paid the ticket.
• Paid bookings where the airline allows a refund: We cancel via our partner where possible and refund the airline flight portion that is refundable under airline rules (and any airline-refundable extras the airline returns). Our platform fees — booking fee, service fee, baggage / seating service fees, and change service fees — are retained as payment for work already done, unless we state otherwise for a specific case.
• After one or more flight changes: Any airline change penalty (or other non-refundable airline change charge) you already paid stays with the airline. It is not paid back by Ai-Assists when you cancel. Your refund is based on what the airline will return on the current ticket (for example fare that is still refundable after penalties), not the full sum of every card payment you ever made for that booking. We still retain our platform fees as above.
• Paid bookings where the airline offers no refund: The booking cannot be cancelled through us for a cash refund. The ticket may remain valid for travel; contact the airline for further options.

Extra bags and seats are often non-refundable once paid, unless the airline refunds them under their rules. Change service fees are non-refundable once the change is confirmed. Before you confirm a cancel in the app, we show the estimated refund where we can calculate it from airline and payment records.

7. Failed bookings

If payment is taken but we cannot complete the booking, change, or post-booking bag purchase with the airline/partner, we will issue a full refund of the amount charged for that attempt to your original payment method (subject to normal bank timing). You should not be left without the product and without your money for a failed confirmation.

Card-network fees on the original charge may still be incurred by us even when we refund you in full; that does not reduce your refund in this failed-action case.

8. Refund timing & disputes

Timing. When we issue a refund through Stripe, we process it on our side as soon as reasonably possible. It may take several working days (sometimes up to about 10) to appear on your statement, depending on your bank.

Contact us first. If you have a problem with a charge or refund, email bookings@ai-assists.com with your booking reference and passenger names. We will check payment and booking records.

If you raise a dispute with your card issuer, Stripe and your bank manage that process. We may provide evidence of the booking, these terms, checkout totals, and any refunds already issued.

9. Your responsibilities

• Provide accurate passenger, contact, and document details
• Check passport, visa, and entry requirements for every country on your trip
• Arrive at the airport with enough time for check-in and security
• Keep your booking reference and e-ticket numbers safe
• Review the airline's conditions of carriage and baggage rules for your fare

10. Accounts & acceptable use

You must keep login details secure and use the Service only for lawful personal (or authorised) bookings. We may limit searches, features, or access to protect the platform from abuse, fraud, or excessive automated use.

11. Limitation of liability

To the fullest extent permitted by UK law, Ai-Assists is not liable for airline acts or omissions (including delay, cancellation, denied boarding, or lost baggage). We are not liable for indirect or consequential loss. Nothing in these terms excludes liability that cannot be excluded by law (including for death or personal injury caused by negligence, or fraud).

Our total liability arising from a booking arranged through the Service is limited to the platform fees you paid us for that booking, except where the law requires otherwise or where we must refund amounts under section 7 (failed bookings).

12. Changes to these terms

We may update these Terms from time to time. The "Last updated" date at the top will change when we do. Continued use of the Service after changes means you accept the updated terms for new bookings. Material changes to fees will be reflected in checkout before you pay.

13. Contact

Questions about these terms or a booking: bookings@ai-assists.com.

Related: Privacy Policy · How it works