Help & FAQs
Help & FAQs Here are a selection of our most frequently asked questions below:
I have placed an online order and entered my card details. Is my holiday confirmed and why do I have to wait 72 hours for my confirmation?
The online system is not a live booking system. The orders processed are on a request only basis. Once orders are received by our office they are checked by our agents with our various suppliers, brokers and airlines for whom we act as agents.
Should we not be able to honour the booking for any reason e.g. cost and/or availability discrepancy, we will inform you to offer any suitable alternatives which are then up to you to accept or not. In these cases no payment is taken unless you agree. For your peace of mind all card details are encrypted.
I have made a spelling mistake on my order. Can this be corrected?
Most airlines may correct a name spelling error free of charge within 24 hours of booking. However, some may charge a nominal admin fee and this is a matter over which we have no control.
If I’m due any type of refund, how long will it take?
Dependent on the circumstances of your refund, in most cases, due to the security and control of the regulated client account to which your monies pass through, this may take up to 7-10 working days.
Should your refund be due to an operator collapse, however, this will be subject to the policies and procedures put in place by the Civil Aviation Authority and/or the Tour Operator responsible for your holiday
I have no checked bags included in my booking. How can I add these?
All airlines offer a free cabin baggage allowance which varies from airline to airline. This information can easily be found on the airline’s own website. Our online system does not permit the addition of checked bags prior to submission. Your flight confirmation and the booking confirmation documents will show if checked bags are included. The addition of checked bags will incur a cost, unless otherwise advised.
Dependent on the airline used for your booking, you may be able to add these directly with the airline or with our Customer Services team. Bags should be added prior to departure to avoid high charges at the airport.
I need assistance at the airport.
Should you require any assistance at the airport, e.g. wheelchair, please advise our staff prior to departure. This is a free service. Some airlines will require a medical form to be completed but our admin team will be able to assist with this process.
I have booked transfers but have no voucher.
A voucher or similar will be sent for every element of your booking – e.g. flights, accommodation, transfers, car hire etc. These must be presented to the supplier as proof of confirmation and payment. The transfer and accommodation vouchers also contain vital instructions to obtain the service and/or for in resort issues.
Please contact our admin team if any of your travel documents have not been received. The travel itinerary of your booking confirmation document is NOT a travel document and cannot be used as proof of booking or confirmation with any of the suppliers.
How can I change my booking?
After confirmation, all changes will incur charges. These can only be accepted in writing/by email from the lead passenger due to our legal obligations. As we act only as agents, any charges levied by the suppliers, airlines and brokers will have to be applied as we have no control over these.
My passport is due to expire 2 months after my holiday. Is this acceptable for travel?
All passports must have at least 6 months validity from date of return. You may also need visas or inoculations for the destination.
IT IS YOUR RESPONSIBILITY TO CHECK WITH THE EMBASSY/CONSULATE OF THE COUNTRY TO BE VISITED FOR ANY ENTRY REQUIREMENTS AND ENSURE THAT YOU ADHERE TO THESE.