Terms of Service

Welcome to Book Flight by Phone ("we," "us," "our," or the "Company"). These Terms of Service ("Terms") govern your access to and use of our website bookflightbyphone.com (the "Site") and our toll-free telephone helpline (collectively, the "Services").

By accessing the Site, calling our helpline, or otherwise using the Services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree with these Terms, please do not use our Services.

1. Nature of Our Services

Book Flight by Phone is an independent third-party flight assistance helpline. We connect callers with licensed, independent travel agents who can assist with airline ticket bookings, itinerary changes, cancellations, and general travel inquiries.

We act as a facilitator between you and the airline. All tickets, fares, schedules, seating, baggage policies, and related services are provided by and are the sole responsibility of the respective airline carrier.

2. Eligibility

To use our Services, you must:

• Be at least 18 years of age or the age of legal majority in your jurisdiction
• Have the legal authority to enter into binding agreements
• Provide accurate and truthful information when using the Services
• Be a resident of or located in the United States at the time of calling

If you are using the Services on behalf of another person, you represent that you have their authorisation to do so and that the person on whose behalf you act agrees to be bound by these Terms.

3. Independent Third-Party Disclaimer

We want to be completely transparent about the nature of our service:

• Book Flight by Phone is not an airline, tour operator, or travel agency of record
• We do not issue airline tickets directly — tickets are issued by the airline carrier
• We do not control airline fares, availability, schedules, seat assignments, baggage policies, or service quality
• We do not guarantee specific fares, availability, or outcomes for any booking request
• All airline-related decisions (fare rules, change fees, cancellation penalties, refund eligibility) are made solely by the airline at their discretion

Our agents provide assistance and guidance to help you navigate airline systems and policies. The ultimate contract of carriage exists between you and the airline, not between you and Book Flight by Phone.

4. Services & Scope

Our Services include, but are not limited to:

• New flight bookings: Searching for available fares and assisting with booking on supported airlines
• Flight changes: Assisting with date, time, route, and passenger modifications on existing reservations
• Cancellations & refunds: Processing cancellation requests and navigating airline refund and credit policies
• General travel assistance: Answering questions about airline policies, baggage allowances, seat selection, and travel requirements

Supported Airlines

We currently provide assistance for the following airlines: Delta Air Lines, United Airlines, American Airlines, Southwest Airlines, British Airways, Lufthansa, Air Canada, and Qatar Airways. For Qatar Airways, our assistance is limited to new bookings only.

Service Availability

Our helpline is available 24 hours a day, 7 days a week, 365 days a year. However, we reserve the right to temporarily suspend or limit Services for maintenance, system upgrades, or circumstances beyond our reasonable control.

5. Fees & Payment

Our Service Fees

Calling our toll-free helpline is free. Depending on the nature and complexity of your request, a service fee may apply for the assistance provided by our agents. If a service fee applies:

• The fee will be clearly disclosed to you before any transaction is completed
• You will have the opportunity to accept or decline the fee before proceeding
• No charges will be applied without your explicit verbal or written consent

Airline Fees

In addition to any service fees we may charge, airlines may impose their own fees for changes, cancellations, fare differences, baggage, seat selection, and other services. These airline fees are:

• Determined solely by the airline — not by Book Flight by Phone
• Subject to change at any time at the airline's discretion
• Your sole responsibility to pay

Our agents will inform you of known airline fees to the best of their knowledge, but we cannot guarantee the accuracy or completeness of airline fee information as policies may change without notice.

Mobile Carrier Charges

While our helpline is toll-free, standard carrier rates may apply if you are calling from a mobile device, depending on your plan. These charges are between you and your phone carrier.

6. Booking, Changes & Cancellations

Your Responsibilities

• Verify all booking details (names, dates, destinations, flight numbers) before confirming with the agent
• Ensure all passenger names match the government-issued identification that will be presented at the airport
• Review your confirmation email or reference number immediately and report any errors within 24 hours
• Comply with all airline check-in, boarding, and travel document requirements

Fare Accuracy

Fares are subject to real-time availability and can change at any moment. A fare quoted by our agent is not guaranteed until the booking is fully confirmed and ticketed. We are not responsible for fare changes that occur between the time a fare is quoted and the time a booking is confirmed.

Cancellations & Refunds

Refund eligibility is determined by the airline's fare rules and cancellation policy — not by Book Flight by Phone. Our agents will advise you on the applicable policy, but the final refund decision rests with the airline. Refund processing times are controlled by the airline and your payment provider.

7. Call Recording & Monitoring

By calling our helpline, you acknowledge and consent to the recording and monitoring of your call for the following purposes:

• Quality assurance and service improvement
• Agent training and performance evaluation
• Verification of transactions and instructions
• Dispute resolution and legal compliance

If you do not consent to recording, please inform the agent at the start of the call. Call recordings are handled in accordance with our Privacy Policy and applicable state and federal laws.

8. User Conduct

When using the Services, you agree not to:

• Provide false, misleading, or fraudulent information
• Use the Services for any unlawful purpose or to facilitate illegal activity
• Use abusive, threatening, or harassing language toward our agents or staff
• Attempt to gain unauthorised access to our systems, networks, or data
• Interfere with or disrupt the operation of the Site or Services
• Use automated systems (bots, scrapers, or crawlers) to access or extract data from the Site
• Impersonate any person or entity, or falsely represent your affiliation with any person or entity
• Initiate chargebacks or payment disputes in bad faith for services properly rendered

We reserve the right to refuse service, terminate calls, or block access to the Site for any user who violates these conduct standards, at our sole discretion.

9. Intellectual Property

All content on the Site — including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, software, and data compilations — is the property of Book Flight by Phone or its content suppliers and is protected by United States and international copyright, trademark, and other intellectual property laws.

• You may not reproduce, distribute, modify, transmit, display, publish, or create derivative works from any content on the Site without our prior written consent
• The "Book Flight by Phone" name, logo, and all related marks are trademarks of the Company
• Third-party airline names, logos, and marks referenced on the Site remain the property of their respective owners and are used solely for descriptive identification purposes

10. Disclaimer of Warranties

Without limiting the foregoing, we do not warrant that:

• The Services will be uninterrupted, timely, secure, or error-free
• Information provided through the Services (including fare quotes, availability, and airline policy information) will be accurate, complete, or current
• Any particular outcome will result from your use of the Services
• Defects in the Site or Services will be corrected

11. Limitation of Liability

In no event shall our total aggregate liability to you for all claims arising from or related to the Services exceed the total service fees actually paid by you to Book Flight by Phone in the twelve (12) months preceding the event giving rise to the liability, or one hundred U.S. dollars ($100), whichever is greater.

We are not liable for:

• Airline cancellations, delays, overbookings, schedule changes, or service failures
• Lost, stolen, or damaged luggage
• Denied boarding, visa or passport issues, or failure to meet travel requirements
• Fare changes or availability changes between the time of quoting and booking
• Force majeure events including weather, natural disasters, pandemics, government actions, strikes, or civil unrest
• Actions or omissions of airlines, hotels, car rental companies, or other third-party providers

12. Indemnification

You agree to indemnify, defend, and hold harmless Book Flight by Phone and its officers, directors, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, expenses, and fees (including reasonable attorneys' fees) arising from:

• Your use of or access to the Services
• Your violation of these Terms
• Your violation of any third-party rights, including intellectual property rights
• Any content or information you provide through the Services
• Your negligent or wrongful conduct

13. Dispute Resolution & Arbitration

Informal Resolution

Before filing any formal dispute, you agree to first contact us and attempt to resolve the matter informally. Most concerns can be resolved quickly through a phone call or email to our support team.

Binding Arbitration

If a dispute cannot be resolved informally within 30 days, you and Book Flight by Phone agree that any dispute, claim, or controversy arising from or related to these Terms or the Services shall be resolved through binding individual arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules.

Class Action Waiver

Exceptions

Either party may bring an individual claim in small claims court if the claim falls within the court's jurisdictional limits. Nothing in this section prevents either party from seeking injunctive or equitable relief in a court of competent jurisdiction to prevent actual or threatened infringement of intellectual property rights.

14. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles. Any litigation not subject to arbitration shall be filed exclusively in the state or federal courts located in Delaware, and you consent to the personal jurisdiction of such courts.

15. Modifications to Terms

We reserve the right to modify these Terms at any time. When we make changes:

• We will update the "Last Updated" date at the top of this page
• Material changes will be posted prominently on the Site
• Where required by law, we will provide advance notice through email or other reasonable means

Your continued use of the Services after modifications are posted constitutes your acceptance of the revised Terms. If you do not agree with the changes, you should discontinue use of the Services.

16. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court or arbitrator of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent of the parties.

17. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Book Flight by Phone with respect to the Services. They supersede all prior or contemporaneous communications, proposals, and agreements — whether oral or written — between you and the Company regarding the Services.

No waiver of any provision of these Terms shall be deemed a further or continuing waiver of such provision or any other provision. Our failure to enforce any right or provision shall not constitute a waiver of that right or provision.

18. Contact Us

If you have any questions or concerns about these Terms, please contact us.