1. Who we are

Trusted Choice UK is an independent travel assistance provider registered in the United Kingdom.

Trusted Choice UK is an independent travel assistance and digital travel planning business. We are not an airline, airport, hotel, immigration authority, lounge operator or other third-party travel provider, and we do not represent them or act as their agent unless expressly stated in writing.

We provide two things: personalised digital travel itineraries, and assistance with travel-related requests made to airlines, airports and other providers on your behalf.

2. What you are buying

Each journey package comprises a personalised Custom Destination Itinerary delivered digitally, plus one included travel assistance service. Further assistance services may be added at the prices shown at the time of purchase.

You are purchasing our planning work and our assistance effort. You are not purchasing flights, hotels, transfers, lounge memberships, upgrades or any airline product.

3. Third-party dependent services

Preferred seating, additional baggage, lounge access, fast track, cabin upgrades and date changes all depend on the airline, airport or provider concerned. Every such request is subject to availability, eligibility, approval, provider rules, fare conditions, operational restrictions and any applicable charges.

We never describe these services as guaranteed. Registering an upgrade wishlist does not guarantee an upgrade. A seat, baggage, lounge, fast track or date change request may be declined or withdrawn by the provider at any time, including on the day of travel.

Detailed service-by-service conditions are set out in our Travel Assistance Terms.

4. Third-party responsibility

Third-party providers remain responsible for their own services, decisions, schedules, availability, pricing, policies and operational changes. We do not control their systems or decisions and cannot guarantee that a requested service will be approved or will remain available once granted.

Any fees, charges, penalties or fare differences payable to a third party are governed by that provider's own terms.

5. Delivery and outcomes

Itineraries are delivered digitally to your account, typically within two to three working days of receiving complete journey details. Complex itineraries may take longer and we will tell you if that is the case.

An assistance service is only marked Completed once our team has completed the fulfilment workflow and recorded evidence of it. Where a request cannot be fulfilled we mark it Unavailable and explain why. The service fee remains non-refundable.

6. Payment and refunds

Prices are shown in pounds sterling and displayed clearly before payment. Travel assistance services are non-refundable, and personalised itineraries are non-refundable once created and supplied. Full details are in our Refund & Cancellation Policy and Payment Policy.

Nothing in these terms removes or restricts any statutory rights you have under UK consumer law that cannot legally be excluded.

7. Your responsibilities

You are responsible for the accuracy of the booking references, passenger names, dates and preferences you supply, and for holding valid travel documents, visas and insurance. Incorrect details can prevent a request from being actioned.

You agree to use this website and your account lawfully and not to submit requests on behalf of someone who has not authorised you to do so.

8. Liability

We carry out our work with reasonable care and skill. We are not liable for the acts, omissions or decisions of third-party providers, for missed connections, cancellations, denied boarding or schedule changes, or for losses that were not reasonably foreseeable.

We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

9. Complaints and governing law

Our Complaints Policy explains how to raise an issue and how we review it. These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.

10. Contact

Questions about these terms can be sent to hello@trustedchoiceuk.co.uk.