Need help with your booking?
Free Call to our Travel Experts
0800 232 1320 Open Today: 9.00 - 20.00

Frequently Asked Questions

• View our latest volcanic ash disruption FAQs here...

• What is the latest information on Swine Flu (Influenza A virus H1N1)?
• 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 is the latest information on Swine Flu (Influenza A virus H1N1)?

As you are aware there has been a sustained increase in cases of Influenza A virus H1N1 globally. The World Health Organization is working closely with the public health authorities around the world to minimise the spread of the infection and it is essential that we all play our part in helping to reduce the spread.

As normally happens with flu the infection has been transferred to some others who have been in close contact with an infected person. The clinical symptoms with H1NI are similar to typical influenza and include fever, cough, sore throat, body aches, headache, chills and fatigue. Some report diarrhoea and vomiting

At this stage, effective and essential measures include heightened surveillance, early detection and treatment of cases, and infection control in all health facilities. The WHO advise that there should be no restriction of regular travel or closure of borders. People developing symptoms following international travel should seek medical attention, in line with guidance from national authorities.

The UK Foreign & Commonwealth office have upgraded the travel advice to include reference to the H1N1 virus but there is currently no restriction of regular travel or closure of borders as a result of the virus.

Preventing the spread of germs is the single most effective way to slow the spread of infections such as flu.To follow are some good practices that will reduce the spread of infections.

• Follow public health guidance at your destination
• Wash hands with soap and water; use waterless alcohol-based hand gels when soap and water is not available
• Avoid touching your nose, mouth or eyes, to prevent the spread of germs
• Cover your nose and mouth with a tissue when you cough or sneeze and dispose of the tissue promptly
• Keep hard surfaces (e.g. door handles, countertops) clean using a normal cleaning solution
• Ensure that children follow similar advice
• Passengers travelling to Europe should carry a European Health Insurance Card (EHIC)

In the event that you or a member of your family or party develops flu like symptoms let your representative or hotel receptionist know so that arrangements can be made for you to see a doctor.

Information about H1N1 is available at most ports on entry into the UK; there are no other specific processes at ports unless a traveller displays symptoms or reports illness compatible with H1N1.

Travellers are advised to monitor their health for seven days after the visit. If you develop a high fever, with cough, sore throat, headache and muscle aches, you should:

• Contact your GP by phone or call NHS Direct (0845 4647) and inform them of your travel history (do not go to the surgery or hospital – call in advance)
• Limit contact with other people
• Cover your nose and mouth with a tissue when you cough or sneeze and dispose of the tissue promptly
• Wash hands with soap and water
• Keep hard surfaces (e.g. door handles, countertops) clean using a normal cleaning solution

If you would like further information on H1N1, the UK government has set up a special helpline. The telephone number is 0800 1 513 513.

Sovereign, in association with the Federation of Tour Operators and ABTA is working with the U.K. Department of Health to ensure that all is done to safeguard your health.
Dated 21 July 2009

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 Customer Services Department on 0844 800 0747 (Calls cost 5p per minute plus network extras)

All balances paid by credit card are subject to a 2.5% 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?