Frequently Asked Questions

Before booking

Is it cheaper to book on-line or over the phone?
It is exactly the same price no matter how you book - in person in the shop, by phone, or by email.

Can I actually make a booking on-line?
No. For a couple of destinations you can make a booking request, however to make the actual booking you need to either call us or pop in the shop.

Are you open to the public and whwn are you open?
Yes. We are open Monday to Saturday from 9am to 6pm. You are more than welcome to visit us in Station Road, Letchworth. We have a very cosy little shop with lots of our own photographs on the wall, and an elephant themed room divider that our customers love!

What if my passport is in a different name to the tickets?
This could be a problem. It is very important that you give us the name exactly as it appears on your passport when making the booking. We rarely need middle names, but the first name and surname MUST always match.

Is it true that I have to have at least 6 months remaining on my passport?
Yes - from the date of return to the UK. If your passport does not have at least 6 months remaining from the date of return to the UK, then you may be refused entry in to the country.

I am going on honeymoon - should I book in my maiden name or married name?
Either, as long as it matches your passport. The usual thing is to book in your maiden name and get your passport changed when you get back. Take a copy of your wedding certificate in case the hotels need proof that you are on honeymoon for upgrades etc.

Is my holiday ATOL protected?
For all standard packages, yes! However if you book accommodation only, then this is not covered by ATOL, which has to include a flight element. In this case you will be covered by the Global Travel Group scheme.

Can you recommend which hotels / resorts to stay at?
Absolutely! Please give us a brief overview of what you are looking for - e.g. quiet, lively, on the beach, luxury etc etc, and we will be delighted to suggest the most suitable holiday.

What is you fee for complicated tailor made itineraries.
At the moment, will we will put together a draft itinerary for you free of charge.

Do you sell any hotels or tours not on your website?
Yes! We have thousands of hotels and hundreds of tours available. The website is just a very small selection.

Where do I find out if I need a visa?
Please alsways tell us if you do not have a UK passport. Otherwise, don't worry! If you are travelling to a country that requires you to have a visa, or visa waiver, we will make absolutely sure that you have one before you travel!

Before your holiday

What happens after I book?
You will receive a receipt, ATOL receipt and itinerary through the post within 1-2 working days. Please check these carefully, and let us know as soon as possible if there are any mistakes.

When is the balance due?
For most holiday, it is 10 weeks in advance of your departure date. For a small percentage of holidays, it is 12 weeks. This will be on your invoice.

Do you send out a reminder?
Yes - normally about a week before the balance is due.

When do you send out the tickets?
It varies according to where you are going, however we aim to get all tickets out within 2 weeks of departure. It is very rare for tickets to be sent within 7 days of departure.

Do you offer honeymoon vouchers?
Yes - we have a popular honeymoon voucher scheme with personalised vouchers. Your friends and family can contribute any amount they wish.

What happens if my holiday is cancelled because of the ash cloud
If you are on a standard package holiday, then you will be entitled to a full refund.

Can I change my holiday?
Possibly - it depends on many factors. Please call us and we will do our best to help.

Can you get us cheap car parking?
Yes - we offer discount airport car parking, with or without a hotel.

Payment

Do you charge a credit card fee?
We do not charge a credit card fee on deposits. For balance payments, there is a 2% surcharge for credit cards, but it is 0% for payment by debit cards, Maestro, cheques and direct bank transfers.

Can we pay in installments?
Yes. As long as the balance is paid by the due date, you can make flexible payments to suit.

On and after your holiday

What happens in an emergency?
If you are on holiday, then the local representatives will usually be the ones who can sort out problems quicker than anyone. For standard package holidays, you will have a number to call in an emergency included in your tickets. If you have not yet travelled, you can either email us or call the 24 hour emergency line - 07960 168 492.

How do I give feedback afterwards?
Please either write to us, email us, or call us. There is also a special form on our website where you can give feedback. We welcome any comments, good or bad, about all aspects of your holiday so that we can continually improve our service.