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?
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 1910 (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?
As many airlines operate different policies regarding hold baggage, we have provided the information below as a guide. In addition to assist with your travel plans we have included detail for departure terminals. Should you wish to enquire about opportunities to upgrade your flight in any way, please do not hesitate contact our Customer Service department on the number stated on your itinerary.
Unless otherwise stated on your itinerary, your flight will consist of the following:
British Airways (pre fix BA) Baggage Information
All destinations
- 1 piece not exceeding 23kgs luggage allowance in World Traveller
- 2 pieces not exceeding 23kgs per piece luggage allowance in World Traveller Plus
- 3 pieces not exceeding 32kgs per piece luggage allowance in Club World and FIRST
British Airways (pre fix BA) Departure Terminal Information
Destinations in USA, Canada, Middle East, Egypt, India, China, Mauritius, Bahamas
- Depart from London Heathrow Terminal 5
Destinations in Far East - Bangkok and Singapore
- Depart from London Heathrow Terminal 3
Air Mauritius (pre fix MK) Baggage Information
Travel between Europe and Mauritius
- 1 piece not exceeding 23 kg in Economy Class
- 3 pieces not exceeding 23 kg per piece in Business Class
Air Mauritius (pre fix MK) Departure Terminal Information
All destinations
- Depart from London Heathrow Terminal 4
Egyptair (pre fix MS) Baggage Information
All destinations
- 2 piece not exceeding 23kgs per piece luggage allowance in Economy Class
- 2 pieces not exceeding 32kgs per piece luggage allowance in Business Class
Egyptair (pre fix MS) Departure Terminal
All destinations
- Depart from London Heathrow Terminal 3
Emirates (pre fix EK) Baggage Information
All destinations
- 30kgs luggage allowance in Economy
- 40kgs luggage allowance in Business Class
- 50kgs luggage allowance in First Class
Emirates (pre fix EK) Departure Terminal Information
All destinations
- Depart from London Heathrow Terminal 3
All destinations
- Depart from London Gatwick North Terminal
All destinations
- Depart from Manchester Terminal 1
If you are departing from Birmingham, Newcastle, Glasgow and Edinburgh you will be departing from the main terminal.
Etihad Airways (pre fix EY) Baggage Information
All destinations except flights to and from the USA and Canada
- 23kgs luggage allowance in Coral Class Economy
- 30kgs luggage allowance in Pearl Class Business Class
- 40kgs luggage allowance in Diamond Class First Class
Etihad Airways (pre fix EY) Departure Terminal Information
All destinations
- Depart from London Heathrow Terminal 4
All destinations
- Depart from Manchester Terminal 1
Qatar Airlines (pre fix QR) Baggage Information
All destinations
- 23kgs luggage allowance in Economy
- 30kgs luggage allowance in Business Class
- 40kgs luggage allowance in First Class
Qatar Airlines (pre fix QR) Departure Terminal Information
All destinations
- Depart from London Heathrow Terminal 4
All destinations
- Depart from Manchester Terminal 2
SriLankan Airlines (pre fix UL) Baggage Information
All destinations
- 30kgs luggage allowance in Economy Class
- 40kgs luggage allowance in Business Class
SriLankan Airlines (pre fix UL) Departure Terminal Information
All destinations
- Depart from London Heathrow Terminal 4
Virgin Atlantic (pre fix VS) Baggage Information
All Destinations
- 1 piece not exceeding 23kgs per piece luggage allowance in Economy Class
- 2 pieces not exceeding 23kgs per piece luggage allowance in Premium Economy
- 3 pieces not exceeding 32kgs per piece luggage allowance in Upper Class
Virgin Atlantic (pre fix VS) Departure Terminal Information
All destinations
- Depart from London Heathrow Terminal 3
All destinations
- Depart from Gatwick South Terminal
All destinations
- Depart from Manchester Terminal 2
EASYJET Baggage Information
- 1 piece not exceeding 20kgs luggage allowance
EASYJET Departure Terminal Information
- Depart from London Gatwick - All flight numbers between 8000-8999 will depart from the North Terminal. All other flights depart from the South Terminal
- Depart from Manchester Terminal 1
- Depart from Glasgow Main Terminal
JET2 Baggage Information
- 1 piece not exceeding 22kgs luggage allowance
JET2 Departure Terminal Information
- Depart from Manchester Terminal 1
BMIBABY Baggage Information
Bookings made before 5th January 2011:
- 1 piece not exceeding 18kgs luggage allowance
Bookings made after 5th January 2011:
- 1 piece not exceeding 22kgs luggage allowance
BMIBABY Departure Terminal Information
- Depart from Birmingham Main Terminal
- Depart from Manchester Terminal 3
THOMSON AIRWAYS Baggage Information
- 1 piece not exceeding 20kg luggage allowance for Economy Class
- 1 piece not exceeding 23kg luggage allowance for Premium Class
THOMSON AIRWAYS Departure Terminal Information
- Depart from London Gatwick – North Terminal
- Depart from Birmingham Main Terminal
- Depart from Manchester Terminal 2
- Depart from Glasgow Main Terminal
MONARCH (MON & ZB) Baggage Information
- 1 piece not exceeding 20kgs luggage allowance
MONARCH (MON & ZB) Departure Terminal Information
- Depart from London Gatwick – South Terminal
- Depart from Birmingham Main Terminal
- Depart from Manchester Terminal 2
THOMAS COOK Baggage Information
- 1 piece not exceeding 20kgs luggage allowance
THOMAS COOK Departure Terminal Information
- Depart from London Gatwick – South Terminal
- Depart from Birmingham Main Terminal
- Depart from Manchester Terminal 1
- Depart from Glasgow Main Terminal
FLY BE Departure Terminal Information
- Depart from Birmingham Main Terminal
- Depart from Manchester Terminal 3
AIR FRANCE Baggage Information
- 1 piece not exceeding 23kgs luggage allowance in Economy Class
- 2 pieces not exceeding 32kgs per piece luggage allowance in Business Class
AIR FRANCE Departure Terminal Information
- Depart from London Heathrow Terminal 4
- Depart from Birmingham Main Terminal
- Depart from Manchester Terminal 3
KLM Baggage Information
- 1 piece not exceeding 23kgs luggage allowance in Economy Class
- 2 pieces not exceeding 32kgs per piece luggage allowance in Business Class
KLM Departure Terminal Information
- Depart from London Heathrow Terminal 4
- Depart from Birmingham Main Terminal
- Depart from Manchester Terminal 3
- Depart from Glasgow Main Terminal
All other airlines
For other carriers not mentioned above regarding luggage allowance information, please refer to your travel documents.
Some airlines offer a greater allowance than the average on certain routes. The total allowance on some local flights using light aircraft may be restricted. Carriage of excess baggage is at the airline's discretion and often only on payment of an appropriate fee.
Airport and Airlines policies may change without notice for security or commercial reasons. This information is therefore a guide only and is subject to change without notice
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.
