Company

A little bit about us...

Mystery Break is not your average travel company. Co-founded in 2013 by avid travellers Barbara (from Spain) and James (from Australia) – their mission is to make travel a little more fun and a little more exciting.

Simply wanting to escape the daily grind of London for a couple of nights, Barbara and James were constantly frustrated by how difficult it was to find and book a good value packaged break to Europe. With literally hundreds of great destinations on their door step they weren’t too worried about where they went – they just wanted a great deal and a bit of fun. However, either prices were too expensive or flights were at the wrong times – or hotels had poor customer review ratings or were miles from the centre of town. So they decided to do something about it, and Mystery Break was born.

The founding ideal is to hunt out the best value travel deals and make them as easy as possible for people to buy. Mystery Break is also aiming to put a little more adventure back into travel – “we really like the idea of customers having to explore a destination and create their own unique experiences”.

The Mystery Break model

But how to get access to the best travel deals? It struck both Barbara and James that having empty flights from London and unused hotel rooms in Europe seems crazy when so many people are looking for a short escape. With prices getting more expensive the later you book, it was obvious that it was more profitable for airlines and hotels to follow this price model even with the waste. So the light bulb moment happened when they realised the real question was ‘how we can access spare flight and hotel inventory without cannibalising their existing profitable sales?’

The result after much hard thinking is Mystery Break – a fusion of ‘mystery flights’ (hugely popular in Australia in the 80’s and 90’s) and the more contemporary ‘secret hotels’. Based on the same models, because customers don’t find out where they’re going to the last minute, suppliers can sell their spare inventory at a reasonable price whilst still making their regular profitable sales. It’s win-win for them and for customers that aren’t too fussy about which fantastic European destination they’re sent to.

Where we want to go

We’re hoping we’re at the start of a very exciting journey. Our aim over the next year is to firstly expand to the rest of the UK, and then later to Europe. We’re also looking to introduce Mystery Break vouchers – we think they would make fantastic presents for special occasions. In the shorter term – we just want to make sure our customers enjoy their Mystery Breaks as much as possible and hopefully tell their friends about us.

All the flight-inclusive holidays on this website are financially protected by the ATOL scheme under Mystery Break Ltd by the Civil Aviation Authority. Our ATOL number is T7502.

When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our Booking Terms and Conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.

Please note that we will issue a revised ATOL Certificate to you prior to your departure, to confirm the full details of your Mystery Break, once these details can be disclosed to you (as described in our FAQs).

What is ATOL?

ATOL stands for Air Travel Organizer’s License. It’s a national scheme operated by the Civil Aviation Authority (CAA), and it protects you when you book a holiday with a travel company in the UK. It ensures that you don’t lose the money you paid out or become stranded abroad if your travel company collapses. ATOL protects around 20 million holidaymakers and travellers every year.

How does it work?

Choosing an ATOL protected travel company means it’s been checked out by the CAA, so if the company does collapse you’re in safe hands.

  • If you’re on holiday, ATOL will make sure you can finish your break and get home as planned.
  • If you haven’t yet travelled, ATOL will ensure you get a full refund for the holiday – and in some cases you may be able to continue with your holiday as planned.

Before you book

Look for the ATOL logo in brochures, advertisements and on websites; each ATOL protected travel company has a unique ATOL number. To verify our licence please visit the Civil Aviation Authority.

What is an ATOL certificate?

Your ATOL certificate is proof that the holiday or flight you have booked is protected by ATOL. It tells you what protection you have and what to do if your travel company collapses.

The Travel Trust Association is a trade association of Travel Agents, Tour Operators and Travel Organisers, that operate trust accounts, in order to provide financial protection for the consumer. The TTA lays down strict guidelines on how customer funds may be handled and each member must adhere to these guidelines. Every TTA member puts customer’s funds into a designated trust account, which is supervised by an independent trustee. Mystery Break Ltd is a member of the TTA - membership number Q1535.

Who is the Trustee?

The trustee is a Banker, Chartered or Certified Accountant, or Solicitor. Your funds are held in this account and may not be released unless you receive your holiday or your funds are released to another company that becomes responsible and provides for your financial protection.

Travel Trust Association Membership

Every TTA member will have a practicing certificate. This certificate will identify the TTA member’s number, the company to whom all payments should be made and the trustee for that member including the trustee’s address. The Travel Protection Plan covers every service which you have booked from a travel company whether it be for transport, accommodation, entertainment or recreation. It involves two aspects:

  • Firstly the Trust Account operated for your benefit. The money may only be released from the Trust to pay for the services which you have booked.
  • Secondly there is further protection from a guarantee provided by the TTA if by reason of fraud or dishonesty, your money is not in the Trust Account under this guarantee, TTA will guarantee the financial obligation of its Members to repay such sum to you up to a maximum any one passenger of £11,000. So if you paid £2000 we guarantee we will reimburse the loss of the £2000, where it is not available for you from the Trust Account. Therefore, the Trust Account plus the guarantee will ensure that all the money which you have paid is safely protected and available to reimburse the money paid. When you make a booking, you will be supplied with a guarantee certificate – you can see the terms of our guarantee at www.traveltrust.co.uk/guarantee

Financial Protection

Should the TTA member become insolvent, in most instances your money will still be held within the TTA member’s Trust Account by the designated Trustee, and available to pay for your holiday. If because of fraud or dishonesty the money is not there, then the guarantee is available to reimburse your loss. In some cases your holiday may continue as the providers or suppliers have already been paid. Where you have only paid a deposit and still have an outstanding balance, your holiday maybe unaffected and by paying the balance your holiday will continue as planned. Where possible, attempts will be made to ensure that you can carry on with your original holiday arrangements.

For more information and to verify our Membership, please visit Travel Trust Association. Our membership number is Q1535.

Travel Trust Association

Albion House
High Street
Woking
Surrey
GU21 6BD

Phone: 01483 545787
www.traveltrust.co.uk