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For all direct bookings, the full balance of the holiday must be paid no later than 14 weeks before departure. Failure to do this may result in your holiday being cancelled and charges made accordingly.
For direct customers where travel is within 14 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.
For customers who booked through a travel agent 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 14 weeks before departure cannot be accepted.
The deposit required at booking stage is usually £250 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.
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.
All Intercontinental Flights
Travel in Europe (excluding routes below)
London City Airport to Paris Orly, Dublin, Avignon, Brest, Luxembourg, Nantes and Pau
Travel between Europe and Mauritius
Easyjet Cabin Bag Guarantee From 2nd July 2013, Easyjet are offering a new cabin bag guarantee. If your cabin bag is within the dimensions of 50x40x20cm including all handles and wheels, it is guaranteed to be allowed in the cabin with you. If your cabin bag is larger than this, up to a maximum size of 56x45x25cm including handles and wheels, it may have to be put in the hold on busier flights (at no additional cost). This guarantee relates to carry-on bags and does not affect your luggage allowance. Larger bags will have to be taken as part of your luggage allowance or a supplement paid.
If you are departing from Birmingham, Newcastle, Glasgow and Edinburgh you will be departing from the main terminal.
If you are departing from Edinburgh, East Midlands, Glasgow, Leeds Bradford & Newcastle you will be departing from the main terminal.
All Intercontinental Flights
*No luggage included with exception of Frequent Traveller Members and travel to/from Italy, Russia, Ukraine, Turkey, Georgia and Belarus.
Seats with extra space can be pre-booked on a number of airlines for an extra charge, however these are subject to availability and some airlines do not allow you to prebook. These seats are often close or next to emergency exit doors, behind a bulkhead or behind a dividing wall. They may therefore have additional space in front of the seat, but not always additional room to stretch your legs out. To check availability and book extra legroom seats please call our Customer Services Team.
Emergency exit row seats are only available to passengers who are able to move quickly and operate the emergency exit without difficultly if necessary, in line with European Aviation Safety Authority (EASA) regulations. These regulations have been put in place by the EASA and are for the safety of all passengers. The cabin crew have the final say and we kindly ask that their decisions are respected.
Some factors can restrict passengers from using exit seats:
If you or any of your party have a Special Assistance requirement (for disabled or less mobile passengers). Please call 01293 762 402 with your quote reference number and we will endeavour to make sure your requirements are met before booking.
HOW CAN I ARRANGE ASSISTANCE AT THE AIRPORTS?
Wheelchair and special assistance for passengers with reduced mobility and/or sensory impairments can be provided at most airports. It is essential that you arrange this with us at the time of booking to avoid disappointment. If you do not make this request in advance, we cannot guarantee that the service will be available. Simply contact us on 01293 762400 for new enquiries and bookings or 01293 762 402 for existing bookings and tell us the type of assistance required.
I AM TAKING MY OWN WHEELCHAIR ON HOLIDAY WITH ME; CAN I USE THIS TO ASSIST ME THROUGH THE AIRPORT?
We will need to notify the airline of your wheelchair and its dimensions and weight and request for you to use it through the airport; however the final decision lies with the airport staff upon check-in. We would recommend that you also request for airport assistance at the time of booking in case the airport staff does advise you to check-in your own wheelchair, you will get an airport wheelchair to use.
I WILL BE CARRYING MEDICAL EQUIPMENT ONBOARD AS PART OF MY HAND LUGGAGE, DO I NEED TO INFORM YOU?
Yes, please inform us of any medical equipment you will be taking on holiday with you and if you will need to use this onboard your flight as it may need to be cleared with the airline.
I AM TAKING MEDICATION ON HOLIDAY; WILL I NEED TO INFORM YOU?
You will need to inform us of any medication if you are travelling to Vietnam or to the United Arab Emirates.
All Travellers to the b Emirates are advised to check whether their medication is on the approved drugs list provided by the Ministry of Health on the following website address http://www.uaeembassyuk.net/ or contact via the telephone on 0207 581 1281.
For any other destinations, it is recommended that you carry a repeat prescription with the medication in its original pharmacy packaging or a doctor's letter confirming any liquid medication that exceeds the 100ml per bottle limit.
CAN I HIRE A WHEELCHAIR OR MOBILITY SCOOTER IN RESORT?
You can hire a wheelchair or mobility scooter in majority of our Resorts. We would need to contact our Ground Handlers to check arrangements and costs. On some occasions we may not be able to assist with the arrangements due to insurance purposes and you would therefore need to contact the recommended company directly.
I REQUIRE A SPECIALLY ADAPTED VEHICLE TO PICK ME UP FROM THE AIRPORT AND TAKE ME TO THE HOTEL AND RETURN, CAN THIS BE ARRANGED?
Yes, majority of our Suppliers will have these and we would need to contact them for availability and costs for your dates. Please contact us on 01293 762400 for new enquiries and bookings or 03303 322162 for existing bookings to make arrangements.
WILL A PRIVATE TRANSFER ACCOMMODATE US, OUR SUITCASES AND A COLLAPSIBLE WHEELCHAIR?
This will depend on your party size and the size of vehicle used by our Suppliers in Resort. We would need to contact them to advise of any mobility aids to check and/or arrange vehicle size if needed. If a larger vehicle is required, there may be additional charges incurred.
Our team of experts love to travel. In fact, they've travelled extensively across the entire Sovereign programme and because of this they have unparalleled knowledge of our hotels and destinations.
If you have an idea of where you’d like to go or the type of holiday you’re looking for, simply fill in our one-step form telling us your thoughts. Your Trusted Adviser will then be in touch to go through your plans, offer advice and put together a bespoke itinerary for you.
Email: [email protected]
If you have already made a complaint and remain unhappy with our offer the following options are available to you. ABTA's scheme for the resolution of disputes can be found by visiting www.abta.com or you are able to register your complaint with the European Commission Online Dispute (ODR) this can be accessed at https://ec.europa.eu/consumers/odr/.