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Frequently Asked Questions...


Our Service

Q. Which services can you provide?
A. We can arrange your flights and accommodation, plus a whole range of other services. Please call 020 3384 6043 for more information
Q. How can I stay aware of the latest deals?
A. Please keep checking our site regularly. You can also subscribe to our monthly newsletter.
Q. Will my holiday be cheaper if I book a late deal?
A. It depends on several factors. Late deals often cost more for popular destinations at peak times of the year. This is because the best deals get taken early. However, if you’re flexible with your destination and travelling dates, it’s possible to get a very cheap late deal
Q. Will I receive confirmation on my booking?
A. We will send a confirmation email as soon as you’ve completed the online booking process. This will be sent to the email address that you specified when booking. This will contain the details of your holiday, your reference number, and a breakdown of all costs that have been paid. It is very important that you check all details on the confirmation. Make sure you check that all names are spelt correct. Please call our customer services team on 0843 330 6963 if you see an error or require another copy.
Q. What do you take into account when recommending hotels?
A. All recommendations are carefully chosen by members of our team. This is after speaking to suppliers, and assessing their facilities and services.
Q. What is the definition of a Tour Operator?
A. A tour operator is a company that arranges several different services to create a holiday. This usually involves flights and hotels, but can also include extras such as transfers and car hire. These are all packaged together for one holiday price.
Q. What are ATOL and TTA?
A. ATOL is a protection scheme for all flights arranged through its members. It is managed by the Civil Aviation Authority (CAA), and will insure you against events such as airlines collapsing.
For more information on ATOL, please visit
We are members of the Travel Trust Association. All monies you pay us for your arrangements (including flight only and Flight-Plus bookings) will be paid into a trust account which is controlled by an independent trustee. These monies will not be released to the principals concerned until your holiday arrangements have been completed. These arrangements mean all monies you have paid us for arrangements other than flights will be refunded to you in the unlikely event of the principal being unable to provide your holiday due to their insolvency.

Additional Services

Q. Can I book car hire with my holiday?
A. Yes we can arrange car hire for you. Please add this on your basket page, or call our Sales Team to find out more

Holiday Destinations

Q. How can I check on safety issues in particular countries?
A. Please visit It’s updated regularly on all reported safety issues for British travellers.
Q. Is it important to tip when on holiday?
A. The tipping culture is often much stronger abroad than in the UK. Workers often receive a lower basic wage, and rely on tips to make up the rest of their income. It’s often expected that you tip waiters, taxi drivers and some other service staff at your accommodation. Anything around the 10% mark is usually is acceptable. The tipping culture usually varies between countries though, so please read up on this before visiting.

Bookings & Payment

Q. Which payment methods are available?
A. We accept the following payment methods:
  • Switch/Maestro
  • Mastercard
  • Visa
  • Delta
  • American Express

Full payment is required if you book online. If you are travelling within 12 weeks, all other booking methods may also require full payment. It is possible to pay by deposit if your booking more than 12 weeks before your departure date. The balance must be paid 12 weeks before departure at the latest.
Q. I would rather not pay the whole balance up front. Can I pay using a deposit scheme?
A. Yes, if you book over the phone we can often arrange a deposit scheme, where you can pay off the balance within a certain timeframe.
Q. What's included in my holiday price?
A. As a general rule, a holiday includes return flights (and airport taxes), accommodation, and transfers. If transfers are not included in the holiday price, you will be informed during the booking process and given the option to add optional extras.
Q. Is there a Charge for using a credit or debit card for payments?
A. We charge a fee for bookings made with credit/debit cards.
Any charges will be notified to you at the time of booking
Q. Should I be aware of any extra charges?
A. All charges are stated on the basket page.
Q. Do I need to pay for Transfers?
A. You can add these on the basket page, or call our sales team to book them over the phone. All of our transfers are return, unless requested otherwise.
Q. When will my tickets arrive?
A. Your tickets should arrive 7-10 days before departure. If the booking is made within 2 weeks of your departure date, most operators will arrange for your tickets to be collected at the airport. Occasionally, the may charge a small extra fee for arranging this.
Q. What is Tickets on departure (commonly known as TOD)?
A. A Ticket on Departure (TOD) is issued if you are travelling within 14 days from the booking date. These tickets will have to be collected from the airport on the day of departure, from the relevant operator’s desk.
Q. If I book late, how will I receive my tickets?
A. If the booking is made less than 2 weeks before departure date, you may have to collect your tickets from the operator's desk at the airport on the day of departure.
Q. Why have my tickets not arrived?
A. Please contact us if your tickets have not arrived 10 days or less before departure date.
Q. What is privacy policy?
A. Please view our terms and conditions if you would like to know which information we hold about our customers. This includes how it is stored and how it is used.

Luggage & Check-In

Q. How much baggage allowance will I have?
A. Most airlines have a baggage allowance of 15kg (33 lbs) or 20kg (44 lbs) per person. All Baggage is weighed at check-in. Most airlines do not allow any single piece of baggage to weigh over 23kg, even when a family is sharing. Please check your tickets to view your airline’s policy.
Q. How much baggage allowance do children get?
A. Children under 2 will not receive any allowance. However, most airlines allow prams, buggies and car seats at no extra additional cost. Please check with your airline if you have any additional queries. Alternatively you can contact Customer Support.
Q. What is my hand luggage allowance?
A. Passengers may take one small piece of hand luggage each. This must weigh under 5kgs (11 lbs) and the maximum dimensions are usually 45 cm by 35 cm by 20 cm. There is often a basket by check in that your hand luggage will need to fit inside. Several items must not be taken board for security reasons.
Q. How can i obtain information on airport security?
A. For the latest info on security regulations, please visit the British Airports Authority website. The web address is
For additional advice on passing through check in as smoothly as possible, please visit Airport Security from the Department for Transport website. The web address is
Q. Are there charges for excess baggage?
A. If your baggage weighs more than the airline allowance, you may need to pay excess charges. These will be payable at the check in desk.
Q. Can I increase my baggage allowance?
A. Most airlines allow passengers to increase baggage allowance for a small fee if they are notified in advance. If you would like to do this, please contact our customer support team.
Q. What can I do if my baggage is lost, stolen or damaged?
A. Any lost or damaged baggage must be reported to the airline's handling agent at your destination airport, and you will be required to complete a form. To claim for damaged or lost luggage, you must send a copy of the form to your travel insurance company within 21 days of when you were supposed to receive your baggage.
Q. Which documents are needed for travel?
A. All passengers must have a valid passport and the relevant visa for their holiday. You may not be allowed to travel if you do not have these documents. Please check very carefully before you arrive.
Q. What is the Advanced Passenger Information (API) requirement?
A. If you are travelling with a low cost airline, Advance Passenger Information (API) could be required by us to update your passport details with the relevant airline to enable us to and send you boarding passes or tickets.
If you are travelling with Ryanair it is your responsibility to check in-online To check-in online, submit API information and print your boarding passes, please visit and then select "online check-in".
You will now need to complete the security information. Please select option 2 and enter your reservation number as it appears on you flight summary, followed by the 4 last digits of the card provided. Once you have completed this information, please continue to the next stage. Please note: Passengers who have not paid for pre-booked seats can only check-in 7 days to 2 hours before your flight departure. If your inbound flight falls outside of the 7 days, you will need to access the internet while you are in resort to check-in for your flight and print your boarding passes
Passengers who have paid for pre-booked seats are able to check in 30 days to 7 days before departure. Please do not send us API information.
If you change your flight details, it is your responsibility to advise us a soon as possible as this may affect your hotel or transfer reservation. Please be aware that this does not include any added pre-booked seats or luggage.

Accommodation & Flights

Q. How can I check to see if my flight is delayed?
A. Please visit and enter your flight number to check for delays
Q. How can I check which terminal my flight is from?
A. Please visit the and navigate to the relevant airport. If you enter your flight number all of your departure information will be displayed.
Q. What is my hotel check-in and check-out time?
A. Most hotels have afternoon check in times on the day of arrival, and require guests check out in the morning on their day of departure. Checks out times are usually the same for all guests regardless of their flight times. However, late check outs can sometimes be requested. Early check in is only available if the previous guests have checked out a day or more in advance.
Q. What can I expect in an all inclusive hotel?
A. All food and drinks are usually included, although this can vary depending on the accommodation. Hotel entertainment will usually be included.
Q. What’s included in half board holidays?
A. Half-board hotels include breakfast and evening meals in your accommodation price.
Q. What do self catering holidays include?
A. This means that guests are provided with cooking facilities, but no meals are provided by the hotel.
Q. What’s included on a room only basis?
A. This means that no meals or cooking facilities will be available
Q. Are some hotel facilities limited at certain times of the year?
A. Certain hotels only provide their full range of facilities during peak summer months.
Q. How do Allocated on Arrival Holidays (AOA) work?
A. This means that the standard of your accommodation and board basis are guaranteed, but the specific hotel is allocated on arrival. This can save a lot of money if you book late and you’re flexible, but its not recommended if you have certain location/facility requirements (e.g. centre of resort, close to the beach, hotel swimming pool, etc).

Health & Insurance

Q. Do I need medical insurance if I’m travelling within the EU?
A. All travellers are advised to take out insurance for holidays to EU destinations. Emergency treatment is usually available to all EU citizens, but high charges may sometimes apply
Q. Should I arrange travel insurance before I go?
A. Yes! It is extremely important that you take out adequate insurance, even for short trips or visits to Europe. The travel insurance policy we provide is an excellent low cost scheme which comes with a price guarantee. It is important to take this out at the time of booking so that you are adequately covered in the event of cancellation. Most tour operators make it a condition of booking that you have adequate cover.
Q. What are the E111 & EHIC forms?
A. The E111 form is no longer valid. You will now need a European Health Insurance Card (EHIC) to receive free or reduced cost of healthcare when visiting certain European countries. We strongly advise you to obtain an EHIC application from the Post Office before travelling on holiday.
Q. Do I need to pay if I become hospitalised overseas?
A. Your insurance company will normally pay these fees. They should also pay for you to be flown back to the UK if necessary. If you’re not insured, you will need to cover the cost
Q. Are there any rules on flying when pregnant?
A. Many airlines have different rules on this. Some require a doctor’s note confirming that you are healthy enough to fly, and some only allow travel up to the 28th week. Please ensure that you are adequately covered under your insurance policy, as many policies only cover up to the 28th week. Please check your documents for any restrictions that may apply during pregnancy.
Q. Is wheelchair assistance available?
A. This is usually available, but we must inform the airline at least 14 days before departure. Please contact us as soon as possible if you need assistance. We will do our best to make sure that all necessary personnel and equipment are ready for your arrival.
Q. How can I prevent myself from becoming ill overseas?
A. Check what vaccinations you need with your GP at least six weeks before you travel. Make sure that any medication you need to take is legal in the country you are travelling to and take the prescription with you.
Q. What immunisations do I require?
A. Many countries have widely different immunisation entry requirements. It is best to consult your travel agent or GP well before departure to ensure that you fulfil these
Q. How can I avoid sunburn?
A. Take care. Even when it’s cloudy you can burn. Babies and children are particularly susceptible to sunburn and high factor sun protection is essential. The same is true of adults, particularly those with fair skin. The best advice is to keep out of the sun when it is at its most intense. The sun is at its strongest in the middle of the day, between 11 am and 3pm. During this time stay in the shade when you can, or if there is no shade it is advised to protect your skin with clothing.

Visa & Passport Requirements

Q.Which information should I check on my passport and tickets?
A. It is important that the name(s) and initials on your flight tickets exactly match those on the passports of everyone in your party. Make sure you have a full passport which is valid until through the duration of your holiday. Many countries insist you have 6 months remaining after your return date. If you have any doubts about the validity or condition of your passport please contact the Passport Office on 0870 5210410 (calls charged at national rate).
Q. How can I apply for a passport?
A. If you need to obtain a new passport you should do so in good time. It normally takes about 4 weeks to obtain a passport by post, but this time may vary depending upon which passport office you apply to and the time of year. The Passport Office gives further information on a recorded message on 0870 5210410 (check your operator charges). Alternatively, please visit where you can apply for a passport online.
Q. Will I need a visa for my destination?
A. Visas are required by British citizens for a number of our destinations. It is your responsibility to ensure that you have the correct travel documentation. Visas may be required for entry into non-EU countries. Information about visa requirements may be found by accessing individual country pages on
Q. Do I still need a visa if I’m not a British citizen?
A. If you are not a British citizen you should consult the Embassy of the country of destination, and the Home Office Immigration Department to check whether you require any special documentation for the countries you are visiting or for return.

Amendments and Cancellations

Q: What if I want to change something on my booking?
A: Make sure you check your confirmation email and tickets carefully when you receive them. If you need to us to amend any booking details, including changing names, please do so as soon as possible. It may not be possible to make the change you are requesting and there will be a fee to make any changes.
Q: Who should I contact if I have a question after booking my holiday?
A: For all questions concerning payment of your existing holiday, please ring 020 3384 6043. For any other enquiries regarding existing bookings, please call Customer Support on 0843 330 6963 and quote your booking reference number.
Q: Some details on my tickets are incorrect. What should I do?
A: As soon as you receive your tickets, please inform us of any issues by calling Customer Support
Q: How do I cancel / amend my holiday booking?
A: For information on how to cancel or amend your holiday, please call Customer Support on 0843 330 6963

Further Support

Q: My question hasn’t been covered here. Who should I contact?
A: Please call Customer Support on 0843 330 6963
Q: What are the opening times for customer support?
A: Customer Support is open 9am to 4.00pm Monday to Saturday


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