Frequently Asked Questions

Here are some of our most asked questions

Getting in Touch

If I need to get in touch, what number do I call?

You can reach our travel experts on 0800 088 6655 or

Our opening times are:
Monday to Friday: 8am to 6pm

If you are calling on a weekend, please leave a message on our answerphone and we will get back to you as soon as possible.

If there is an emergency or a problem while I'm holiday, what should I do?

No one can plan for the unexpected. If there is an emergency while you're on holiday, first of all you should contact the local emergency services. If you need help from us, you have two options. If you are calling within our opening times please dial 0800 088 6655 (if you are outside of the UK, dial 0044 800 088 6655).

Our opening times are:
Monday to Friday: 8am to 6pm

Out of these hours, please dial 0800 088 2753. If you are calling outside of the UK it's 0044 0800 088 2753. You will need to leave a message and we will get back to you with our full support as soon as we can.

Making a Booking

What payment methods do you accept?

We accept Visa, MasterCard and Maestro debit and credit cards. We don't charge any credit card fees.

Do you charge any booking fees?

No, we don't charge booking fees on our site.

Can I make a booking over the phone?

Yes. Call our travel experts on 0800 088 6655 who will be happy to make a booking for you. If the payment card isn't in your name, we'll need to speak with the cardholder before we take payment.

How soon can I travel when making my booking?

You can only book travel 48 hours (or more) ahead. However, in some circumstances we can make hotel-only bookings for sooner. If you need to book a hotel for check-in within the next 48 hours, please Contact Us for help.

Can I make a group booking?

If you want to book a holiday or a flight only, there's a maximum of six passengers (that includes adults, children and infants) allowed on each booking.

If you want to book a hotel only, there's a maximum of 4 rooms allowed on each booking.

Please Contact Us if your group is larger than this, and we will do our best to help you.

When I book online, how will I know if my booking has been made?

Once you have made payment your booking is confirmed. You'll see a confirmation screen with your booking number and receive an email confirmation with all of your booking details shortly after. Please read this carefully and keep it safe.

If you have made a booking but lost the details you can also view them here. You will need your booking reference to do this.

I've seen a mistake on my booking – what do I do?

If you see a mistake on your confirmation email or any other documents, please call us on 0800 088 6655 as soon as possible. Depending on the nature of the mistake there may be additional charges from the hotel or flight provider, we'll of course do our best to avoid these for you and will discuss your options with you.

Remember, lead passengers must call to make any changes and where there is an additional charge we'll ask to speak to the cardholder to authorise the payment.

Why won't my payment go through?

Please double check you have entered the card details exactly as they appear on your card and that the address you have entered is the same one your bank holds for you. If this is all correct, please call us on 0800 088 6655 and we can take the payment over the phone. If you aren't the cardholder, we'll ask to speak to them for authorisation so please make sure they are available when you call.

One of our travellers has a disability or special needs – what should I do?

Our friendly travel experts are here to help, please call us on 0800 088 6655 and we can discuss your specific requirements and can make a booking for you. Different airlines have different specifications for wheelchairs, and hotels can vary significantly in their suitability. We'll be happy to help you make confident decisions for your holiday booking.

How do I make a special request?

Please call us on 0800 088 6655 and we'll try our best to help you. Hotels will note certain special requests, but will not guarantee them.

I've not received my booking confirmation email

We'd expect you to receive your confirmation by email within 48 hours of booking. Firstly, please check your 'junk' or 'spam' folder as they can sometimes be filtered there by your mailbox. If it's not there please call us on 0800 088 6655 or email with your booking reference if you have it and/or date of travel and/or your destination and we'll re-send it.

I've lost my booking confirmation email

Don't worry, call us on 0800 088 6655 or email with your booking reference if you have it and any other information that you can share like your date of travel and destination.

If you have made a booking but lost the details you can also view them here. You will need your booking reference to do this.

What travel documents will I get?

All travel documentation will be sent by email for you to print off. Depending on what you have booked with us we'll email you:

  • A flight e-ticket - within 48 hours of booking

You'll receive instructions of how to use these when the email comes through. Please read and print them ahead of your travel dates and get in touch on 0800 088 6655 or if you have any questions.

What's a flight e-ticket?

An e-ticket is a digital ticket rather than a ticket that is sent to you in the post. The e-ticket that we will email you is the ticket for your flight so it is important that you print it and keep it safely when we send it to you.


How do I make a complaint?

We're sorry that you've had an experience to complain about.

If you are overseas and you're unhappy please call us on 0044 800 088 6655. This number is free to call from wherever you are in the world. We always try to resolve any problems for you while you're in resort.

If you've had a problem, during or after your holiday, then please contact us in writing on or at traveljunction, Suite 10, Thamesgate House, 33-41 Victoria Avenue, Southend-on-Sea, Essex, SS2 6DF, with details and your booking reference as soon as you can. Please include full details and any supporting evidence you may have. We will acknowledge your complaint within 24 hours, and aim to resolve all complaints within 14 days.

Hotel Information

Are taxes included in my room rate?

Sales tax and VAT and service charges are included in our website prices.

In some locations there are some local taxes that are payable by law. These have different names, but are usually called city, bed, or tourism taxes. They tend to be small amounts charged per person, per night and are payable to the hotel. We have provided an overview of the city taxes and tourism taxes for some of the most popular destinations here.

For more information get in touch on 0800 088 6655 or

Where can I find the address and contact information of my hotel?

The address is located at the top of the hotel's page on our website and is also included in your booking confirmation with the telephone number for the hotel (where we have it).

If you don't find what you're looking for please get in touch on 0800 088 6655 or and we'll find the information you need.

Can we get extra cots/beds in rooms for our children?

Many hotels will allow an extra bed in a hotel room for a child. Child ages do vary by hotel and destination. Please get in touch on 0800 088 6655 or and we'll speak to the hotel to arrange and find out the additional cost involved.

In the USA and Asia many hotels offer rooms with 2 double beds and will allow 4 adults or 2 adults and 2 children up to 18 years of age to occupy the room. It's a great way to save money on a family holiday.

How can I arrange an early check-in or late check-out at my hotel?

Check-in and out times do vary, however it's usually around 3pm to check-in and between 10 am and 12 noon to check out.

Requests to check-in early or very late at night can't be guaranteed but we can ask on your behalf. You can call us on 0800 088 6655 or email and we'll get in touch with the hotel to ask if it's possible.

We do recommend that if you're arriving in your destination early or departing late afternoon or evening and want to be guaranteed access to a room you should book an additional night. You can book directly on our site, or call us to arrange for you.

Does the hotel have parking facilities?

You should see parking detailed in the facilities section in the overview tab on our hotel pages if it's available. We can ask the hotel about parking if you have a question, please get in touch on 0800 088 6655 or

Whilst some hotels provide parking free of charge, charges will apply in others and it can often be expensive in city hotels so please do check the latest charges with us.

Flights & Airline Information

Which airline am I flying with?

We display the airline as part of the booking process so you can choose your airline at the time of booking. We always offer you the cheapest flight option available first.

What documents should I receive when I book a flight?

Once you have booked your trip we'll send you a confirmation email with all the details including your airline, flight number, and departure and arrival times.

If your trip includes a flight, then we also send you an e-ticket. You'll receive your e-ticket via email within 48 hours of making your booking. Keep this email in a safe place, as it will contain all the details of your flight.

It's advisable to print a copy to take to the airport, even if you check-in online.

If you've not received these documents by email, firstly, please check your 'junk' or 'spam' folder as they can sometimes be filtered there by your mailbox. If not, please call us on 0800 088 6655 or email at and we'll get them re-sent for you.

What is Advance Passenger Information (API) and how do I know if I need to do it?

API or Advanced Passenger Information is required by some airlines before travel. Put simply it just means your passport details, and depending on where you're going, you might need to enter the details of where you're staying on holiday too.

Unfortunately we can't do the API for you, but it's very easy to do by yourself. To check if you need to do API, you need to go to the airline's website, using your Airline Reference Number (ARN) to log-in and check your booking.

Your ARN number is found on your flight e-ticket, which we sent to you after you made the booking. If you can't find it, please check your spam folder, and if it still isn't there please contact us

Once you have logged in, you need to follow the airline's instructions - make sure you have your passport to hand when you start.

Do I have to use both the outbound and return parts of my flight ticket?

You are required to use all flights. If you don't travel on the outbound flight there is a risk that the airline will cancel the ticket entirely.

What time do I need to arrive at the airport?

Airlines check-in policies can vary. Please read the information on your e-ticket carefully. We recommend checking-in two hours before a shorthaul flight (up to 4 hours flying time) and three hours before a longhaul flight (5 hours or over). If you miss your flight your airline may require you to buy a new ticket.

What is online check-in and how do I do it?

Most airlines let you to check in online 24 hours before departure. It's quick, easy, and saves you time at the airport. To do this, look for your ticket reference number on the e-ticket we sent to you. Go to the airline's website, and you should be able to type your details in there and check-in.

When you check in online, you will able to select your seats, register your baggage and print out your boarding pass. Then when you arrive at the airport you can simply drop off your luggage at the airline's baggage counter, and go straight to the departure gate. It's a good idea to take the credit/debit card you paid with, just in case.

If you don't want to check in online and would rather check-in at the airport instead, this isn't a problem for most airlines. However, some low cost airlines have different rules. Easyjet asks you to check in online, and will only let you check in at the airport in exceptional circumstances. Ryanair, Wizz Air and Jet2 will charge you fees if you want to check in at the airport instead of online. So be sure to look at your travel documents before you go to the airport. You can check our guide here . If you are still not sure what to do, you can call us on

What's my baggage allowance?

Your baggage allowance is shown on your flight confirmation email. You can also check with your airline directly. It's important to check your allowance before you travel as it varies by airline. Budget options like Easyjet and Ryanair have strict guidelines and you will be asked to pay to take excess luggage on-board.

Remember, different airlines have different allowances. If you are taking more than one flight on your trip, then you will need to pack to the lowest weight allowed - or make sure to pay for any extra allowance needed. For example, if you are flying to Los Angeles and then on to Las Vegas, you may have a generous baggage allowance on your international flight to Los Angeles, but your baggage allowance is likely to be smaller on the connecting flight to Las Vegas. If you are unsure then contact us on 0800 088 6655 for assistance.

If you want to take sports equipment such as golf clubs, most airlines won't need advance notice, however it is best to check. If this takes you over your luggage weight allowance, you will have an excess baggage charge to pay.

Can I request a meal that meets my dietary requirements for my flights?

If meals are served on your flight we can organise special dietary meals for you with 48 hours notice. You can tell us when you book or get in touch on 0800 088 6655 or

Can I fly if I'm pregnant?

Please speak to your GP and check the specific airline policy before making a booking.

The guidelines most airlines follow say that travel up to 28 weeks for single pregnancies is fine. Between 28 and 36 weeks airlines can request a Pregnancy Information form (supplied by your GP) and travel is not permitted from week 36 of pregnancy.

At what age can a child travel alone?

This varies considerably by airline and destination.

On flights, children can generally travel alone from 14 years old if they can do so unassisted. Children aged 14 and 15 will require a parent or legal guardian to accompany them at check-in. There may also be other requirements - for example some airlines will only allow children to travel alone on direct flights, and some need special assistance to be arranged for the child in advance.

For hotels, the minimum age is as high as 21 years in some places.

If you need to book a flight for a solo traveller aged under 18 years, you will need to Contact Us so we can discuss your requirements, give you the correct advice, and then book your flight. Unfortunately we cannot book any package holidays for solo passengers aged under 18 years.

What age counts as infant and child for my flights?

Airline policy on age classification is;

  • 0-23 months classed as 'infant'
  • 2 - 11 years classed as 'child'
  • 12 upwards classed as 'adult'

Remember we will only accept bookings where infants are aged 14 days or more. This is in line with the policy on most airlines. If your child is aged 14 days or over, then they can travel and the following applies:

An infant travels on an adult's lap. If you would like your infant to have their own seat you can pay a child's fare. There must be at least one adult travelling for every infant. If your infant has their 2nd birthday while on holiday, you will have to pay for a child's ticket and they will have their own seat. Please speak to us or the airline about your requirements and remember to check what allowances you have. For UK flights infants will not be issued with a ticket but they will for international flights. Remember infants require a passport for travel!

Children must still be 11 years old on the day of your return flight or will be classed as an adult fare.

If you need to know the rules by airline then check our Useful Travel Information

Please always check your baggage allowance as this will vary for infant, child and adult fares. Most airlines allow pushchairs at no extra cost, however it's always best to check and there may be size restrictions. You can check direct with the airline or we'll be happy to help you, please get in touch on 0800 088 6655 or

Please also bear in mind that if you are travelling with children (legally called minors) and you are not the parent or legal guardian, you may need a letter of consent. We recommend checking with the embassy for the country you’re travelling to. You can find embassy details here:

Can my baby travel on the flight?

We can only accept bookings where infants are aged 14 days or more. Remember your infant must also have a valid passport for international flights, and some form of ID (such as a birth certificate) for domestic flights.

Can I choose where I want to sit?

You can't choose your seat when you book your trip with us. However you can usually choose your seat direct on the airline's website, if you check in online. Please check the airline's website for details. Online check in usually opens 24 hours before your flight time, it's a good idea to do this as early as you can for the best selection.

Are there any extra charges I need to know about?

Certain countries charge a 'departure tax' at the end of your holiday when you leave the country. Some will include the cost in the airline ticket fee but others do not, and you will need to pay the tax either at the resort while you are on holiday, or at the airport when you leave. For a list of these please click here

Visas and Passports

How long does my passport need to be valid for?

You will need a valid passport to travel anywhere on a flight. A number of countries require you to have at least 6 months left after your travel home date. Requirements are strict and if you don't meet them, you will not be allowed to check-in.

The following countries only need your passport to be valid for the length of your stay: Croatia, Cyprus, Cuba, the Czech Republic, France, Greece, Germany, Italy, Malta, the Netherlands, Portugal and Spain.

The following countries require 6 months' left on your passport: Egypt, United Arab Emirates, Turkey, America, the Caribbean islands and Australia.

If you are a UK citizen and need to renew or get a passport, you can find how to do that here: The government recommends submitting your passport application a minimum of 4 months before travel.

I'm booking my honeymoon, what name should I book it in?

If you are recently married, then unless you have already changed your name on your passport you should book your honeymoon arrangements in your maiden name to match your passport, credit cards and other forms of identification. This will make your life easier at check-in, immigration and customs.

You can show your hotel your marriage certificate if you want your room registered under your married name once you arrive. Please also note that most hotels actually require the marriage certificate in order to redeem any honeymoon offers and benefits.

Do I need a visa?

You may need a Visa depending on where you are travelling to. UK passport holders can check the rules for their destination country here:

If you need further help call us on 0800 088 6655.

Most visa applications can be done online, though some applications can take a while to process - make sure you apply in plenty of time. There are some countries that will require you to visit their embassy or consulate. If you don't have the correct documentation, you may be refused entry when you arrive at your destination (you can even be refused boarding at check-in before departing the UK).

Those with a non-UK passport will need to contact the embassy or consulate of the destination country - you can also find details of these on the same website.

If you are travelling with children (legally called minors) and you are not the parent or legal guardian, you may need a letter of consent. We advise you contact the relevant embassy to check. You can find embassy details here:

Special information regarding travel to the USA

The UK participates in the US Visa Waiver Program and British passport holders can travel to the USA for up to 90 days without obtaining a visa. All British travellers must have an ESTA to enter the USA though. You should apply for an ESTA here -

Whilst you can apply for an ESTA up to 72 hours before you travel, we recommend you do this before you book your holiday. Though most people do qualify, If you don't you may be required to obtain a visa to travel and this process takes more time and will involve a cost and an appointment at the US Embassy in London.

Those with a non-UK passport will need to contact the embassy or consulate of the destination country - you can also find details of these on the same website.

Health & Safety

How can I check my holiday destination is safe?

If an emergency situation develops somewhere in the world we will contact all travellers, whether you are already there or about to travel.

For the latest and ongoing travel advice from the UK government check the FCO (Foreign and Commonweath Office) Travel Advice page this covers all countries worldwide. You can also get in touch with us on 0800 088 6655 or

Can I carry medicine with me on my travels?

Prescription medication should be carried with you on the plane in case your luggage is delayed or lost. You are advised to carry a letter from your doctor stating what medication you are carrying. This advice applies to any customer who is required to carry needles with them such as a diabetic.

Some countries have restrictions on certain medication including some common over the counter medications that we use in the UK. You should check the embassy or consulate website of your destination to see if this applies to your destination.

Do I need a vaccination for my holiday?

You can find out what vaccinations are required from your GP's Surgery or through the NHS on this link

Generally speaking the more exotic the destination, the more vaccinations you will require. Some vaccinations need to be given a few months before travel so do check in good time.

Is travel insurance required?

When travelling overseas it's important to take out adequate travel insurance for your own safety and wellbeing. A medical emergency abroad can be very expensive, and insurance can cover you for this and so much more, including lost luggage and lost or stolen money.

Does a European Health Insurance Card (EHIC) replace travel insurance?

No you should still take out travel insurance.

As an EU citizen you are entitled to the same level of medical care as a citizen of the country you are visiting. The card is valid for medical care in all European Economic Area countries and Switzerland. You should consider the level of care will vary from what you are entitled to in the UK and if the local system requires you to pay part of the medical bill, you will need to pay that part of your bill.

An EHIC will not cover you for the costs involved in repatriation if you have a medical emergency. You will need to pay the cost to get home.

Cancellations, refunds and changes to plans

I need to change or cancel my booking?

To make a change the lead passenger should call us on 0800 088 6655.

We charge a £50 fee for changing a booking. If you want to cancel your booking and it's for a package holiday, we have a series of charges depending on how close it is to the travel date.

Please bear in mind there may also be charges applied by the airline and hotel provider. Please call us to discuss the situation and we'll be able to discuss your specific booking with you.

Where there is an additional charge we'll also ask to speak with the cardholder if this is not the lead passenger. Your travel insurance may cover cancellation charges under certain circumstances.

How do I know when my booking has been cancelled?

We'll send you a cancellation email straight away. If you've not received it, firstly, please check your 'junk' or 'spam' folder as they can sometimes be filtered there by your mailbox. If not please get in touch on 0800 088 6655 or

How long does it take to process a refund for my flight or hotel?

Refunds will not be made for non-refundable hotel bookings and most flights as set out by the airlines. Whilst the airlines will not refund a non-refundable or non-changeable ticket.

Where a hotel refund is agreed we will process this for you and expect the funds to be back into your account within 7 days.

Where flight refunds are agreed these will be subject to the airlines and may take upto 12 weeks.

Please get in touch on 0800 088 6655 or if you would like to discuss making a change to your booking.

What happens if my booking says it's non-refundable?

Wherever we can help you can be sure we will be on your side. Unfortunately there isn't much we can do in many instances.

Some airlines may pay a refund in exceptional circumstances. For example, if someone has been hospitalised, there has been a death, or an official duty has changed the plans (such as in the military). If this has happened to you, please call us on 0800 088 6655 and we will do our best to help.

If you have travel insurance, you may be able to claim the cost back that way. Please contact your insurer and let us know if you need any documents to back up your claim.