When can I expect my flight tickets?
No paper tickets are issued by the low cost carriers. These include, but are not limited to, Easyjet, Ryanair, Fly Monarch, Fly Thomas Cook and Jet2. Your passport and flight booking reference number at check in will suffice. Charter flight tickets from operators such as Avro, First Choice, Thomson, Thomas Cook etc, will be posted to you approximately 7-10 days prior to departure, or can be collected at the airport terminal (extra charge). Please note, customers should double check that they know the correct terminal, and arrive with plenty of time to check in & pass through airport security. If the booking is a late booking (made within 14-21 days of departure, however this varies between operators), the flight operators automatically arrange for these to be collected from the airport, passing the charge onto the customer.
When can I expect vouchers for my holiday?
Your vouchers are sent at the same time as your booking confirmation. If you have booked a dynamic package with us (i.e. flights, accommodation and transfers with different companies) and have not received any vouchers with your confirmation, please e-mail us: firstname.lastname@example.org.
Do I need travel insurance to be able to go on holiday?
We strongly advise all passengers to have adequate travel insurance. Some tour operators or airlines may refuse travel if you cannot produce a valid certificate of insurance.
How do I make a special request on a booking?
You can make a special request by e-mailing us: email@example.com. We will then pass your request onto your accommodation supplier; however they cannot guarantee that your request will be fulfilled. If the accommodation provider and hotel are unable to meet such requests, neither we nor the provider can be held liable in regards to the request.
How much luggage allowance do I have?
Your booking confirmation e-mail or letter should state the luggage allowance. Please note that standard luggage allowances vary between various flight companies. As a general rule, 15kg is considered the standard. Your flight tickets should also state the amount of luggage you have booked. If you are still unsure of your luggage allowance, please e-mail us: firstname.lastname@example.org.
If there is a mistake on my confirmation documents what should I do?
Please e-mail the details of the error to email@example.com, remembering to quote your booking reference number, and a contact phone number in case of any queries. This must be done within 7 days of the date on your paperwork.
If I need to change my booking what do I do?
Please e-mail the details of the change to firstname.lastname@example.org, remembering to quote your booking reference number, and a contact phone number. Please note that charges will be applied by both us and the operator – See our Booking Terms. No changes will be made until we have spoken to you and advised you of the cost.
How do I cancel my booking?
You can cancel your booking by emailing us at email@example.com. We will need the lead passenger to email us from the email taken at the time of booking. Cancellation charges will apply by both ourselves and your tour operator(s) – See our Terms and Conditions. We then email you the charges of cancellation, and if you wish to accept them, you must reply to that email. If you wish to continue with your holiday without cancelling, you do not need to respond further, and we will leave the booking active. We cannot cancel by telephone.
What is the check in and out times for my hotel?
Normal check in/out times varies by property but as a rule, please use this guide.
Check In: After 2pm - Please note that you may be able to check into your room earlier if it is ready to be occupied.
Check Out: 10 - 11am
Late Check Out: Rooms may be kept on later, to be agreed with the property direct, for an extra charge payable locally.
Is there someone I can contact if I have a problem when I am on holiday?
Yes. On your vouchers there are emergency contact numbers for the agents in resort. If you are on a package holiday with Thomas Cook, First Choice, Cosmos, Thomson, or other providers, please contact their local representative as we cannot help with any amendments to these bookings whilst on-resort. If you are having trouble getting in contact with certain agents, or the tour operator representative, please contact us on 0871 397 0187.
Is Supplier Failure Cover the same as travel insurance?
No. Supplier Failure Cover is a policy which protects your holiday in the event of the collapse of any of the suppliers and operators that we have booked your holiday with. It covers your holiday for up to 1,000GBP per person. Supplier Failure Cover, covers only your holiday. It does not provide you with any personal insurance. Everyone traveling outside the UK must ensure that they have adequate travel insurance as soon as they have booked their holiday.
When is my balance due for my holiday?
All balance payments must be settled in full no later than 12 weeks prior to the departure date. Where the balances are not settled by this date, we reserve the right to charge £15 late payment fee. If you have arranged a different payment date with the sales agent, then the final date the agent stated is your balance due date. Even if you received an alternative date, you will still receive balance reminder letters, as we are required to inform customers about when their balance is due. You can pay your balance by calling us on 0871 397 0187 and quote your booking reference, please note that card charges will apply (see our terms and conditions). Alternatively, you can pay by cheque; all cheques must be payable to “Hays Travel Ltd” and sent to the address below. If you do not pay the balance then the holiday will be cancelled and you will not receive any refund.
What are my Passport and Visa requirements?
If you wish to travel abroad, even for a day trip, you must hold a full 10 year passport. Some countries have an immigration requirement for a passport to remain valid for a minimum period (usually 6 months), therefore ensure that you have at least 6 months left in your passport at the return date and that is in good order. Any questions should be addressed to the Consulate or Embassy of the country that you are traveling to. For Visa requirements, you must check with the Consulate or Embassy of the country that you are traveling to. It is customers’ responsibility to ensure that they satisfy the Visa and Passport requirements.
I am a Miss, but my booking details say Mrs or Ms. Does this affect my being able to fly?
No, as long as the gender is correct, being labeled incorrectly as Ms/Miss/Mrs will not change anything on your booking. UK (and most international) passports do not state the title on the passport. However if this is the case, and it is incorrect, please contact us immediately by emailing firstname.lastname@example.org.
I have come back from holiday and would like to make a complaint. How do I go about it?
We would like to apologise in advance that you had a problem on your holiday. To register a complaint,
please email email@example.com or alternatively send a letter to
our address below. All complaints must be made within 14 days of your returning from holiday; otherwise we will
not be able to investigate your complaint.
If have any receipts, photographs or otherwise, please ensure you send these as well. Customer Relations cannot accept complaints by telephone, as we require a log of all communication made to our company in a written format. This is also because, as we did not travel with you, your personal experiences are required in order for the tour operator(s) to fully understand your grievances. Replies will be within 28 days of the date your email is acknowledged by someone from the Customer Relations department.