Frequently Asked Questions
Yes, you are. Our IATA and ABTA licenses mean that you are protected from the moment you purchase your holiday to the moment you return – although you still need holiday insurance. Your money is 100% safe when you book with us – so you can relax and look forward to your holiday.
Baggage allowance differs depending on the carrier and the type of ticket. It is your responsibility to ensure that your baggage is within the relevant weight allowance before you travel. Please refer to the website of the particular travel supplier/carrier prior to your departure.
Adequate travel insurance is a condition of your contract us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.
We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the relevant supplier but we do not guarantee that they will be met and we will have no liability to you if they are not.
Please ensure that you provide us with the correct ages of the children and infants travelling. Any ages provided to us at the point of booking, must be the ages of the children and infants which they will be at the point of travelling. Infants must be older than two weeks to be permitted to fly and younger than two years on the return date to be classified as an infant. Depending on the chosen airline and/or your request, infants may not be allocated their own seat nor be entitled to baggage allowance.
All arrival and departure dates and times given are local times, unless otherwise stated.
Tickets are usually sent 14 days prior to departure date. Electronic tickets, offered by most airlines, allow you to travel without a paper ticket. The ticket is securely saved on the airline’s reservation system. When you buy e-tickets on this website, you'll receive confirmation of your purchase via e-mail. The e-mail will include your itinerary information and confirmation numbers. You will not receive a paper confirmation, receipt or paper tickets. When you check in for your flight, give the check-in agent your reservation number or printed copy of your itinerary, along with government issued photo identification. For ticketless airlines you will need to provide your booking reference upon check in. Please ensure that you and the passengers on whose behalf you made the booking have all the required documentation and information required at check-in.
You must inform us about any cancellation request as soon as possible. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in that supplier’s terms and conditions (which may be 100% of the cost of the travel Arrangements) and this will vary depending on the supplier. In addition, you must also pay us an administration charge per person outlined in the booking terms and conditions. Where a refund is permitted under the applicable supplier’s terms and conditions. Any refunds due will be calculated and proportionately refunded back to the original form of payment used, in the same ratio as the original payment was made to us.
If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee per person per change outlined in booking terms and conditions as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable. If you are prevented from travelling it may be possible to transfer your booking to another suitable person provided that written notice is given. An administration fee will be charged, details available upon request. Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
Liability for baggage whilst in the hands of the air or sea carriers is generally governed by international conventions. For claims for missing or damaged baggage you must follow the rules either on the back of your ticket or on the conditions of carriage provided by the relevant airline. You cannot claim any costs for lost luggage back through us or your card issuer.
Check in time allowance varies between each supplier so we recommend that you allow a minimum check-in time of three and a half hours for long-haul flights and two and a half hours for short-haul flights.
Please ensure that you take with you your accommodation voucher or confirmation, which will be sent to you from us by e-mail. Without this documentation you may be unable to access your accommodation. We will e-mail accommodation and hotel vouchers if applicable to you once we have finalised the booking and received all the documentation from the relevant supplier.
Transfers from the airport to your accommodation are not included unless you have pre-booked and paid for transfers at the time you make the booking. If you have booked your flights independently, it is your responsibility to advise us of your itinerary and any changes to your estimated time of arrival/departure. Please note that local taxes and expenses will be payable to your accommodation supplier in resort on check-out.
Please see https://www.gov.uk/foreign-travel-advice for latest advice for each country