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Call our travel experts 0844 415 1984* Today: 10am - 5pm

Frequently Asked Questions

• How do I make a payment on a booking?
• What is your deposit?
• How soon after booking will I receive my documentation?
• What is the general luggage allowance allowed on flights and what terminal do I depart from?
• What hand baggage restrictions are there?
• I have a question about my ATOL certificate

How do I make a payment on a booking?

Your balance can be paid in full or in instalments by clicking Pay your balance online

To make a payment you will require:

• Booking reference
• Lead passenger surname
• Departure date

You can also make a payment by calling our Accounts Department on 0844 415 5589 (Calls cost 5p per minute plus network extras)

All balances paid by credit card are subject to a 2% fee. Should you pay by debit card, then no fee applies.

The full balance of the holiday must be paid no later than 10 weeks before departure. Failure to do this may result in your holiday being cancelled and charges made accordingly. Where travel is within 10 weeks of the booking date you will need to pay the full cost of the holiday at the time of booking, by debit or credit card.

Cheques require 5 working days to clear - cheques that will not clear at least 10 weeks before departure cannot be accepted.

What is your deposit?

The deposit required at booking stage is usually £180 per person. Some airfares are booked at especially competitive rates to which the airlines may attach severe restrictions. You may be asked to pay for these in full at the time of booking and they may be non-refundable in the event of cancellation.

Please note that the deposit you are required to pay at the time of booking is clearly shown as "Deposit due now" in the Price Summary (on the Holiday Summary page). Where this does not appear it is because full payment is required at the time of booking.

How soon after booking will I receive my documentation?

As we step up our efforts to strive for a sustainable office and minimise our paper usage and carbon footprint, we are no longer sending correspondence by post if you have provided us with an email address.

For online bookings you will receive a booking request acknowledgement email the same day. For online and telephone bookings, once your booking is confirmed by us, you will receive your confirmation invoice via email within 5 working days.

For our customers who do not have an email address, when the booking is confirmed by us, you will receive your confirmation invoice by post within 5 working days.

Your itinerary and any other required documents will be sent via email (if provided) or by Royal Mail post, a minimum of 10 days prior to departure. Please note that most of our scheduled flights now operate an e-ticket system - where this is the case, paper tickets will not be sent out and the airline reference number will be included on your itinerary.

Please ensure you retain your itinerary for all aspects of your journey as this may be required for check-in.

What is the general luggage allowance allowed on flights and what terminal do I depart from?

What hand baggage restrictions are there?

Cabin / Hand / Carry On Baggage - All Airlines

All airlines have differing specifications for cabin baggage. Due to the nature and the number of restrictions, which may be destination specific, we advise all passengers to check the relevant airline's website for full comprehensive details.

What is ATOL?

ATOL was established nearly 40 years ago by the government to ensure holiday makers booking an air-package or flight booking (flights must be international and leaving from or arriving in to the UK) were financially protected if their tour operator ceased trading. We are ATOL bonded so you have always had this protection when you book with us. It means that if you book a protected holiday you are looked after in resort and brought back to the UK, or if you are yet to travel, and ATOL are unable to source your holiday from another operator you could apply for a refund of anything paid to that point.

Since ATOL was first established, more people are booking their holiday components separately, rather than booking a package holiday. This has led to confusion over what parts of a holiday might be protected by ATOL and inconsistency between some agents and operators and what they have protected under their ATOL licence. ATOL reform therefore took place and to ensure you are clear over the ATOL protection that you will have for your booking a certificate is being issued for all protected bookings.

Many of the flights and flight-inclusive holidays we sell are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services. Please ask us to confirm what protection may apply to your booking when you make it. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see the below information and our booking conditions for information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate

Why have you sent me an ATOL certificate?

The government recently proposed changes to the ATOL regulations that will provide clarity over exactly what is and is not financially protected under the ATOL scheme. As an ATOL-licensed tour operator we are pleased to have always provided our customers with the highest level of protection. However, since 1 October 2012, we are now obliged by the Civil Aviation Authority (CAA) to issue certificates with all our air package or flight bookings. Your certificate confirms that your money is protected and details which parts of your booking are covered under the ATOL scheme.

We have always protected our customers in this way, so there is no change to your level of financial security, the only difference is that we will now provide you with a certificate to prove this. There are three different types of certificate - Flight Only, Flight Plus and Package. We will issue you with the correct type of certificate.

Why have you not sent me an ATOL certificate?

If you made your booking after 01 October, and greater than 72 hours before departure, and did not receive an ATOL Certificate then your booking is not ATOL protected. ATOL only provides financial protection for package holidays with a flight, or flight only bookings so some bookings are not protected under the scheme. Also, only bookings with an international flight in to or out of the UK are included. If you have booked a package holiday with us that does not include a flight, we will provide you with financial protection by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com. If you book arrangements other than an ATOL protected flight or a package holiday, we do not provide financial protection.

For new bookings made within 72 hours and for amendments made within 72 hours, we will not issue a certificate. You are still protected, but must have your Booking Confirmation and Invoice with you on holiday instead.

If your holiday has items on-request you will not receive a certificate until all items are processed and your booking is confirmed.

If you made an air package or flight booking with us prior to 01 October, you will only receive a certificate if an amendment is made that changes the details listed specifically on the certificate. If you made your booking prior to 01 October and do not amend your booking to receive a certificate, you are still protected at the same level you were previously. Keep your Booking Confirmation and Invoice safe and take it with you on holiday, as this is what you will need to produce if a claim is required.

If your booking changes from an air package or flight to an accommodation-only booking, or it changes to a non-flight package a certificate will not be issued. This is because your booking will no longer be protected under the ATOL scheme.

When should I receive my ATOL certificate?

If you made your booking through a Travel Agent your certificate will be handed to you at the agency.

If you made your booking online direct with us, a certificate will be sent to you via email shortly after your complete your booking.

If you made your booking direct with us via our Call Centre, your certificate will be emailed to you shortly after we complete your booking, or if you do not have an email address your certificate will be posted to you within 24 hours Monday-Friday / 48 hours Saturday-Sunday.

What do I have to do with my ATOL certificate?

Keep your latest ATOL certificate safe with your Booking Confirmation and Invoice and your Departure Documents and take it on holiday with you.

Why have you issued me a new ATOL certificate?

If there are changes to your booking and the information provided on the previous certificate changes (more than 72 hours prior to departure), we must issue a new ATOL Certificate. For example, if the flight number of your flight changes, or new passengers are added to the booking. If changes are made to your booking that are not separately detailed on the certificate we will not send you a new certificate. For example, the name of your hotel, or a minor flight time change.

Why has the type of ATOL certificate you issued me changed?

There are 3 different types of ATOL certificate and any air-package or flight booking will fit in to one of the categories. If your booking changes, it may require a different type of certificate or a certificate may be required when it was not previously appropriate.

For example, if you had a flight-only booking and received your flight-only certificate, but then added on an overnight accommodation or a car hire you would then receive a package certificate.

For example, if you booked accommodation-only initially, but then added on a flight, you would initially have received no certificate, but would then receive a package certificate.

If your booking changes from an air package or flight to an accommodation-only booking or a non-air package, a new certificate will not be issued as your booking will no longer be protected under the ATOL scheme.

Why do I have a different price on my ATOL certificate vs. my Invoice, or there is no amount at all stated on the certificate?

The amount protected under the ATOL scheme shows on Flight-Only and Flight Plus certificates, but does not show on a Package Certificates.

The amount shown is protected under the ATOL scheme. Certain parts of your booking, such as UK domestic flights, insurance premiums and credit card charges are not included, and therefore will not be part of the protected amount shown.

This does not affect the price or the details of your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you, what you have paid already and the balance that must be paid.

Why are the number of passengers different on my ATOL certificate vs. my Invoice?

Infants are excluded from the number of passengers, however their names will be included in the list of passengers.

Why are everyone’s names not listed?

It is a requirement for all passengers names to be listed on the Flight Only and Flight Plus certificate. Package Certificates may contain only the Lead passenger name under the CAA guidelines. Whether all the names appear on a Package Certificate depends on the party size, however all names will be listed on the Booking Confirmation and/or invoice. In addition, only those passengers utilising all of the package or Flight Plus trip will be listed, so if some of your party are only using the accommodation their names will not show.

This does not affect the people who are included in your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you and to make sure that all names are spelt correctly.

Why are some of my Flights and Extras not listed on my ATOL certificate?

There are certain rules that apply to what is protected by ATOL. Certain parts of your booking, such as UK domestic flights, insurance premiums and credit card charges are not included and therefore will not show on your certificate.

This does not affect the price or the details of your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you.

Why has my Travel Agent issued my certificate not you?

We have agreed with a number of the Travel Agents we work with that they will issue an ATOL certificate to you. This does not affect the level of protection you will receive, we just wanted to make sure you received your certificate as quickly as possible.

If I'm not protected under ATOL do I have any financial protection?

If you have booked a package holiday with us that does not include a flight, we will provide you with financial protection by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com. If you book arrangements other than an ATOL protected air package or flight booking, or a package holiday we do not provide financial protection.