What Financial Protection will I have?
“Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct. All the package and Flight-Plus holidays we sell are covered by a scheme protecting your money if the supplier fails. Other services such as hotels or flights on their own may not be protected and you should ask us what protection is available”
When can I expect my flight tickets?
Bookings made within 2 weeks of departure will be arranged as Ticket On Departure. For TOD’s you will need to collect your tickets from the relevant tour operator desk at the airport at least 2 hours prior to departure. For bookings that are made further in advance you should expect to receive your tickets at least 1 week prior to travel. If you haven’t received your tickets within this timescale please contact us on 020 8953 5551 or email us at email@example.com
Paper tickets are not issued for bookings through low-cost carriers, however many of these will require you to check-in online and print your own boarding passes. Failure to present these boarding passes will either result in a charge being made at the airport or refusal to travel.
What are e-tickets?This is an electronic ticket and this will be sent via email to the email address provided at the time of booking. You will need to print your e-ticket and take it with you in order to check-in at the airport.
When can I expect to receive my hotel and/or transfer vouchers?Your vouchers are sent at the same time as your booking confirmation. If you have booked a number of separate components with us (i.e. flights, accommodation and transfers with different companies) and have not received any vouchers with your confirmation, please email us at firstname.lastname@example.org
What is Advanced Passenger Information (API)?Advance Passenger Information (API or APIS) is passport information that airlines are required to obtain from passengers prior to travel and submit to the relevant government border control.
What if my details are incorrect?If any of the details on your confirmation, vouchers or tickets are incorrect you should contact us immediately via email at email@example.com and notify us of any errors. We will contact the relevant supplier to rectify any errors, however it is very likely that this would incur amendment fees. We will inform you of any costs that may be charged prior to the change being made.
Can I amend my booking?Please e-mail the details of the change to firstname.lastname@example.org remembering to quote your booking reference number, and a contact phone number. If changes are able to be made charges will be applied by both us and the operator – see our terms and conditions. No changes will be made until we have contacted you and advised you of the cost.
Can I change the name on a booking?Name changes to bookings will depend on the airline with which the flights are booked. Some airlines require the seats to be rebooked and other airlines will charge an amendment fee. If you wish to change a name on a booking please contact our administration department via email at email@example.com and we will inform you of the relevant charges.
Can I add a passenger onto my booking?If the flights and accommodation are still available we can add passengers to your existing booking. Please email us at firstname.lastname@example.org for availability and cost for your additional passengers.
What if I need to change the date of my booking?Many airlines do not allow date changes once a flight is booked and on occasion the existing booking will need to be cancelled at the cancellation charges applicable at the time. A new flight is then booked for the new date at the relevant cost. There will also be amendment fees incurred for the hotel change. Providing there is availability at your hotel on the new date this can be amended for a fee and any increase in the cost of the room will also need to be paid. If the airline allows a date change this will be subject to any amendment fees and difference in fare. Should you require any further assistance please email us at email@example.com and we will advise you of the charges relevant to your booking.
Can I change my hotel after booking because of bad reviews?If you wish to change your hotel after booking because of unfavourable reviews on websites such as trip advisor please note that you will be liable to any additional cost for the new property and any cancellation charges that may be incurred. It is your responsibility to check reviews on your choice of accommodation prior to confirming your booking.
What is my baggage allowance?Baggage allowance (if shown as included) will be between 15 and 22kgs per passenger plus one item of hand luggage that should weigh no more than 5kgs and fits easily into the overhead locker. If baggage is not shown as included in the costing then it needs to be added via the "options" button at the basket stage. For further information on your airlines policy please refer to their baggage policy. Please note as baggage rules change from time to time it is your responsibility to check the baggage allowance with the relevant airline.
Can I arrange special assistance?If you need any kind of special assistance please email us as soon as possible so we can inform the airline of your requirements at firstname.lastname@example.org.
When do I need to pay the balance on my booking?Balance payments are due at least 12 weeks prior to your departure date. The balance due date will be stated on your booking confirmation. To settle your balance please call 020 8953 5551.
What if I need to cancel my holiday?If you would like to cancel your holiday please email us at email@example.com. Please note that if you cancel your booking cancellation charges will apply. We are unable to take cancellations over the telephone.
What if I need assistance in resort?Any questions or problems should be reported to the hotel reception or if you require further assistance you should contact your accommodation supplier. Some providers will have a rep service or if not the contact details and emergency numbers of your hotel supplier are listed on the hotel vouchers. If you are on a traditional package holiday with Thomas Cook, First Choice, Cosmos, Thomson, or other providers, please contact their local rep as we are unable to help with any amendments to these bookings whilst you are in resort. If you are having trouble getting in contact with certain agents, or the tour operator representative, please contact us via email at firstname.lastname@example.org or contact us on 020 8953 5551.
I had a problem when on holiday and I wish to make a complaint?In the unlikely event that you wish to complain, please email us at email@example.com or alternatively send a letter to our address. All complaints must be made within 14 days of your return from holiday otherwise we will not be able to fully investigate your complaint.
We are unable to accept complaints by telephone as we need all communications in a written format. This is so we are able to pass on your personal grievances to the relevant tour operator/supplier. You will receive a reply within 28 days of the date your email/letter is received by our administration department.