Frequently asked questions (f.a.q)
- How can I book a holiday with you?
Please call the following number and one of our experience sales advisors will be able to book your holiday with you.
- What deposit and payment schemes do you offer?
We offer a variety of deposit and payment schemes which we can tailor make to suit your needs and the requirements of the suppliers, we have a low deposit scheme and also installment payments.
- What payment methods do you accept and are there any card charges?
We accept all credit and debit cards. There is no charge for debit cards, however there is a 2.5% credit card fee. Alternatively you can pay by cheque (all cheques must be payable to ‘Hays Travel Ltd’) or by bank transfer to: Barclays Bank Account 70454818, Sort Code 20-83-69 (when paying by bank transfer you must request a same day payment and use your surname as a reference).
- How can I find out if it is safe to travel to a particular country?
You can check on the Foreign & Commonwealth Office’s website at https://www.gov.uk/government/organisations/foreign-commonwealth-office . The FCO is a department of the Government of the UK, which monitors and issues advice if a country is not safe to travel to.
A copy of our Privacy statement can be found here: https://www.purpletravel.co.uk/info/privacy-policy.html
- Can you find my holiday if I have already had a quote from you?
Yes, simply by providing the reference number that your agent provided.
- I am a British citizen, how do I know if I need a Visa to travel?
For all visa requirements please check on the FCO’s website, https://www.gov.uk/foreign-travel-advice. Please note that Visa requirements differ between countries and it is your responsibility that you obtain the correct documentation in order to be allowed entry to the country.
- How is my holiday financially protected if I book with you?
Purple Travel acts as an agent for ATOL protected operators, meaning that if one of our suppliers fails, the ATOL scheme makes sure that the customer does not lose their money. For more information on the ATOL scheme, please visit https://www.caa.co.uk/atol-protection/
- What is ABTA?
The Association of British Travel Agents (ABTA) is the UK’s largest travel association. Purple Travel is a member of ABTA which means that you have the benefit of ABTA’s assistance, standards and Code of Conduct.
- What is ATOL?
Air Travel Organiser’s Licensing (ATOL) is a UK Civil Aviation Authority scheme that gives financial protection to customers that have purchased holidays with a UK travel company. If the operator fails, then the ATOL scheme makes sure you do not lose money or become stranded abroad.
- How long will it take for my Booking Confirmation to come through?
You should expect your Booking Confirmation to come through via email within the first 48 hours of booking.
- Do I have to book flights with you?
You do not need to book the flights with us, however our experienced sales advisors are be able to offer incredible deals on flights.
- Do I need a passport to fly?
If you wish to travel abroad you must hold a valid passport. Some countries require your passport to remain valid for a minimum period (usually 6 months).
It is your responsibility to ensure all visa and passport requirements are met. For more information on passport requirements, visit the Foreign Office website at https://www.gov.uk/foreign-travel-advice
- Do my children need passports?
All passengers that will be travelling abroad need a valid passport.
- How do I apply for a new passport or renew my passport?
To apply for a new passport, please check the FCO website, https://www.gov.uk/apply-renew-passport
- I have lost my passport, what can I do?
If you have lost your passport you must report and cancel it as soon as possible. You can do so at the FCO website: https://www.gov.uk/report-a-lost-or-stolen-passport
- Can I book a holiday less than 2 days in advance?
Yes, you can book a holiday anytime, simply by calling our experienced travel advisors at 0207 993 9222.
- Can I book a holiday without an email address?
We strongly recommend that you provide us with an email address because you will receive your booking confirmation and updates regarding your flights and hotels etc. instantly. However, if you do not have an email address we can send you all your documents via post.
- Can I make a booking on behalf of someone else?
Yes, you can make a booking on behalf of someone else, as long as the person that will be travelling is made aware while making the booking.
- Can we buy travel insurance through you?
Yes, you can add travel insurance to your holiday. We strongly advise that you purchase travel insurance at the time of booking to ensure you are covered from the moment you book your holiday but you can add it to your booking at any time before you travel.
- Do you cater for disable and less mobile passengers?
Yes. Please let your travel advisor know if necessary arrangements need to be made before you book so we can make sure you receive a quality service tailored to your needs
- How do I provide my Passport Information?
Please click here and enter the information as requested or e-mail email@example.com
- I am flying with Ryanair – how do I get my boarding passes
Please note, free online check-in is available from 48hours to 2 hours prior to each flight. Customers who do not wish to pay for a reserved seat, will need to send us their passport details and we will submit them free of charge between 48 hours and 2 hours before departure and you will be allocated a random seat. We will then forward you the boarding passes via e-mail. Please note that for the return leg of your flight if you are travelling for longer than a 2 day duration, this means that unless you pre book your seats, your return boarding passes will be sent to you whilst you are in resort.
All Ryanair customers may buy their reserved seat by calling 0203 053 0990, from the time of booking right up to 2 hours before their scheduled departure, and in turn we can check you in, from between 60 days to 2 hours before your flight.
- How can I get my boarding passes?
If you are booked with Ryanair – please see info above. You will be charged if you do not bring your boarding passes to the airport.
If you are booked with Jet 2, once we receive your passport information we will submit them to the airline and forward you your boarding passes when they are received. You will be charged if you do not bring your boarding passes to the airport.
For any other airlines, please submit your passport information here and if the airline provides us with boarding passes we will forward them to you. Otherwise you can check in as normal at the airport.
- How can I arrange assistance for my flights?
You can arrange assistance for your flights by calling our Customer Support Team on 0203 053 0990.
- How can I book a seat with extra leg room?
You can book seats with extra leg room by calling our Customer Support Team on 0203 053 0990.
- I am not a UK passport holder – am I still able to book with you?
No, all people travelling need to be British Citizens.
- I am under 18 years old, can I still book a holiday?
No, in order to book you need to be over 18 years old.
- What is the Electronic System for Travel Authority (ESTA) requirement for US destinations?
The Electronic System for Travel Authorization, or ESTA determines the eligibility of visitors to travel to the U.S. under the Visa Waiver program. In order to apply for an ESTA, please visit https://esta.cbp.dhs.gov/esta/
- How do I check in online?
If you are travelling with Ryanair, we will check you in for your flights, 48hours before each leg of the trip. If you are flying with Jet2 and Easy jet it is mandatory that you check in online and provide your Passport information yourself before travelling. For most other companies, you can check in at the airport. If you are in any doubt please call our Customer Support Team on 0203 078 0990.
- What does API mean and who do I give this information to?
API stands for Advanced Passenger Information. Due to recent changes related to increased security at airports, many tour operators now require you to provide your full passenger information before you fly. You can submit this information directly on our website, under the API section. For more information on which airline requires API and how to provide it please read our API guide.
- When will I receive my flight tickets?
This varies depending on the airline. Most airlines are now ticketless, meaning that you travel with the booking confirmation that mentions the airline reference. If you have a package booked, you will receive your e-tickets 5-10 days prior to your departure date. If you are travelling with Ryanair and have not prepaid for seats, you will receive your boarding passes 48 hours before each leg of the trip.
- Can I make amendments to my booking?
- Is it possible to change a name on my booking?
- What is the baggage allowance for my flights?
Baggage allowance varies depending on the airline you are flying with. Ask your travel advisor at the time of booking or if you have already booked, look for this information in your itinerary or contact our Customer Support for further assistance.
- How do I pre-book seats on my flight?
You can pre-book seats while booking your holiday or at a later stage simply by contacting our Customer Support Team. Many airlines offer the choice to select your seat while you check in online. If you do not prepay for seats they will be automatically allocated by the airline.
- Where can I find a copy of your Booking Conditions?
A copy of the booking conditions will be emailed to you within 48 hours of booking your holiday along with your booking confirmation. They are also available on our website.
- I am pregnant can I still fly?
Each airline has its own travel policies but the general rule is that you can fly in your first and second trimesters. It is highly recommended that you have written permission for your doctor that it is safe for you to fly.
- How do I cancel my booking?
If you wish to cancel your booking please send an email to the cancellations team at firstname.lastname@example.org.
- Can I take medicine and medical equipment abroad?
You first need to check what rules apply to taking your medicine out of the UK as well as into the country you are going to. International rules vary so contact the embassy for the country you are visiting. Always carry medicines and medical equipment in their original labelled packages. Check your airline’s regulation if you wish to carry your medicines in your hand-luggage and have a copy of your prescription or doctor’s letter. Our Customer Support Team can also assist with any questions you may have.
- What are E111 and EHIC forms?
The European Health Insurance card or EHIC can be used to cover any necessary medical treatment due to either an accident or illness within the European Economic Area. For more information and how to apply, visit www.nhs.uk/ehic
- Are flight meals included?
For some airlines in-flight meals are included in the fare. For low cost airlines like Ryan air you cannot pre-book inflight meals, however you can purchase them onboard. Charter airlines such as Thomson or Thomas Cook allow you to buy meals before travelling. You can either request the meals when available at the time of booking or at a later stage by calling our Customer Support Team on 0203 053 0990.
- Can I change my hold baggage allowance once I have booked?
You can add more luggage to your flights simply by calling our Customer Support Team on 0203 053 0990.
- Can I take liquids on board the aircraft?
In accordance with the current EU Security Requirements, air passengers can only take liquids with them in individual containers with a maximum capacity of 100 milliliters each. These containers should be packed in one transparent, re-sealable plastic bag of not more than one litre capacity per passenger. Passengers are only allowed bringing liquids in small quantities or if these are really needed during the journey for example medicines or baby food. All other liquids have to be packed in the checked baggage.
- How do I check if my flight is on time?
It is advisable to always check on your departing airport’s website to make sure there has been no last minute changes in your flight schedule. If we receive a notification of your flight times being altered we will contact you to make sure you are aware.
- How do I contact your Customer Support Team?
- How do I make a change to my booking?
- What documents do I need to take with me on holiday?
If you have booked a package holiday you will receive a travel document including all the details for the holiday. For the bookings made using different suppliers for flights, hotel and transfers, you will need one voucher for each supplier. If the airline you are traveling with requires you to complete online check in prior to departure, you will also need to print the boarding passes.
- What time should I arrive at the airport?
We recommend that you arrive at the airport no later than 2 hours prior to your scheduled flight time.
- Can I pay online?
Yes, please visit our secure website to make payment online https://www.purpletravel.co.uk/book/myholiday.html, you will need your HAY reference number, your surname and your date of birth.
- Do I need an accommodation voucher to check-in at my hotel?
If you have booked a package holiday you will not have separate vouchers, only one document including all the details. For the bookings made with different suppliers, your accommodation voucher will be emailed to you with your booking confirmation at the time of booking.
- How does your cancellation policy work?
Any cancellation request must be sent to us in writing, by the lead passenger on the booking. The suppliers may charge a cancellation fee (up to 100% of the holiday cost) and PurpleTravel.co.uk has a cancellation fee of 10% of the holiday cost. Once we receive your email we will contact the suppliers, calculate the costs and email you with the information. Nothing will be cancelled until you reply to that email accepting the charges.
- I think my tickets are incorrect, what can I do?
- Is there a visa fee to pay when entering Turkey on holiday?
- Do I need a copy of my passport in Goa?
If you are travelling to Goa please ensure that you take a photocopy of all passengers’ passports to hand in to the hotel receptions upon check-in.
- What is a city or tourist tax?
A number of authorities have introduced a city tax on all hotels. This is payable locally to the hotel you are staying and cannot be included in the price of your holiday. The amounts vary depending on the destination and the official star rating of the hotel.
- What is an e-ticket?
Many airlines use electronic tickets as opposed to the paper ones. If the airline you are travelling with is one of them, you will receive your flight tickets via email. Please print them and take them with you. More information can be found on the booking conditions or by contacting our Customer Support Team on 0203 053 0990.
- What is a private transfer?
You will be met at the airport and taken to your hotel as soon as you arrive, using a private minibus or car, the transfer will take you directly to your hotel.
- What is a shuttle transfer?
You will be met at the airport and taken to your hotel using a shared minibus or coach. There is a maximum 45 minute wait at the airport. The transfer may stop at different hotels on the route.
- After I return home….
How do I give you feedback?
You can find us on Trustpilot and you can always send us an email or call us as we welcome any feedback from our customers.
- There was a problem with my holiday, whom do I contact?
If something went wrong while you were away please contact our Customer Relations Department, providing full details and including your HAY reference number. Please enclose any evidence to support your complaint along with copies of any receipts of costs incurred. The email address is email@example.com.
Alternatively you can send us a letter to the below postal address.
4th Floor 9-10 Vine Place,
Tyne & Wear,
As we act as an agent only, we will need to contact the suppliers on your behalf and provide you with a full response within 28 days