Web Site Help

Minimum age to make a booking

Q. How old do I have to be to book a holiday?
A. The minimum age is 18 years old, but we will allow children to be on a booking with parental consent.

Online prices - what's included

Q. What’s included in your holiday price?
A. Prices shown are per person and include all compulsory holiday charges. The following items are optional and may be priced separately on some of our holiday packages. We will always give you the option to decline these items on the ‘Holiday Price’ page: In-flight meals Transfers from the airport to your accommodation Baggage allowance top-up World Care Fund contribution The following discounts may also be available on some of our holidays: Third or fourth adult reduction Discount for early booking on selected accommodations.

Premium service

Q. How can I upgrade to Premium service?
A. This is only available on certain airlines; please contact us for information.

Searching

Q. How do I search for a holiday?
A. To find your ideal holiday, simply use the search form found on the homepage and across the website to select as many of your criteria as possible. For example, your preferred travel dates, departure airport, holiday destination, type of accommodation, and number of nights you wish to stay, and the number and type of passengers. Your accommodation and flight search results will be displayed on the following pages for you to browse through and select at your leisure before booking.

Special needs

Travel insurance

Q. How do I book travel insurance?
A. We are able to provide travel insurance and also supplier failure insurance; ask the branch staff for details.

FLIGHTS & FLYING INFO

Q. Are in-flight meals provided on my flight?
A. This depends on your chosen airline; please contact us if you are un-sure
Q. Are children’s in-flight meals available?
A. This depends on your chosen airline; please contact us if you are un-sure
Q. Are alternative meal options available?
A. This depends on your chosen airline; please contact us if you are un-sure
Q. How do I pre-book champagne?
A. This depends on your chosen airline, please contact us and we will advise you on the best way to add this on.

Montreal Convention

Q. What is the Montreal Convention and how does it affect me?
A. Officially known as the Convention for the Unification of Certain Rules for International Carriage by Air (1999), the Montreal Convention governs all air carriers and imposes limits on liability with regard to accidents, damages, delays or loss of property.

Reconfirm Flight

Q. How do I reconfirm my flight?
A. Please contact us or your resort representative. If at any time there is a flight change before you travel we will notify you immediately.

HEALTH CONCERNS

Q. Can I fly while I’m pregnant?
A. Yes – however, this depends on how long you’ve been pregnant by the time of your return flight. If you are more than 28 weeks on return, most airlines will insist on a doctor's certificate. If you are more than 32 weeks on return, some airlines may refuse to carry you. If you are flying with our in-house airline, and are less than 34 weeks on return, we will gladly take you anywhere. However, obtaining a doctor's certificate is always advisable. Please advise us at your earliest convenience if you will be pregnant when travelling, as we need to inform the airline.

Food allergies

Q. I have a food allergy; will the hotel be able to cater for me?
A. Please advise us at the time of booking if you have any specific dietary requirements so we can pass them onto the hotel and they will do their best to meet your requirements.
Q. What do I need to do before I leave?
A. If you require prescription medication for your allergies while abroad, please ensure that you bring this with you, as it may not be available at your destination

Disabilities and special needs

Q. What help is available to people with disabilities during their holiday?
A. We aim to provide an outstanding holiday experience for everyone. Where extra assistance is needed, we will always do our best to accommodate you. This includes providing a wheelchair, fridge for medication storage.

First Aid kits

Q. Should I bring First Aid supplies with me on holiday?
A. If you suffer from any medical condition that requires prescription or specific medication, you should always bring it with you. In addition, there are essential First Aid items every traveller should take with them on holiday. We suggest you pack: Insect repellent Antiseptic cream Plasters Cotton wool Treatment for an upset stomach A high factor sunscreen After-sun treatment Q. What if I need more serious First Aid?
A. Please contact your hotel reception and they will arrange for a doctor to come and see you immediately, you will however need to travel with a full travel insurance policy and if you are travelling to an EU reciprocal country, then you will be required to show your European Health Insurance Card.

Vaccinations and Inoculations

Q. What immunisations might I need for my holiday destination?
A. We recommend that you consult your doctor about immunisation before travelling to tropical regions. The Medical Advisory Service for Travellers Abroad (MASTA) runs a travellers' health line on 09068 224 100 (calls charged at premium rates) which will provide vaccination recommendations and other useful medical precautions for your destination. When you call please be ready to state when you will be travelling, your holiday destination and the length of your stay

Deep Vein Thrombosis

Q. What is Deep Vein Thrombosis?
A. Deep Vein Thrombosis (DVT) occurs when a blood clot forms, often in the lower leg, which in some cases can be exacerbated by sitting still for long periods of time. For this reason, DVT is sometimes incorrectly referred to as ‘Economy Class Syndrome’. Although the risk of developing DVT during even long haul flights is rare, it can be a serious and sometimes fatal condition and you should consult your doctor before travelling if you have any concerns, especially if you fall into a high risk group
Q. Who is at risk?
A. Those with a history of thrombosis pregnant women Women taking an oral contraceptive pill Smokers Obese people some patients with congestive heart failure People with malignant disease
Q. How can I reduce the risk?
A. Drink plenty of water to avoid dehydration Limit your alcohol and caffeine before and during travel Avoid smoking before travel (all our flights are non-smoking) Follow the exercise video shown on selected flights Wear loose-fitting and comfortable clothes Walk around the cabin at regular intervals Avoid crossing your legs It may be helpful to wear elastic stockings Remember to pack any prescription medication in your hand luggage and take it as prescribed If you are considered particularly at risk, we strongly advise you to seek expert medical advice before flying. You can also contact us to enquire if extra leg room seats are available on your flight. Eating and drinking precautions
Q. Should I drink the tap water abroad?
A. As a rule, we advise against drinking tap water or using it to clean your teeth, make ice, or wash food that will not be cooked. This does not mean that the water is dirty, but its mineral content may differ from your usual tap water and may upset your stomach. Bottled water is readily available at all resorts – but always check the bottle seal is intact.
Q. What other drinking precautions should I take?
A. Take care with locally produced spirits – some may have a very high alcohol content, so watch your refills Q. What about eating?
A. All our suppliers hotels are thoroughly vetted for safety and hygiene, however, we suggest you still take sensible precautions when abroad: Ensure that hot meat products (for example burgers, sausages and poultry) are thoroughly cooked Ensure raw foods are stored separately from cooked foods or dairy products Ensure high-risk foods such as dairy products are stored separately from raw foods Do not handle or prepare food if you have an upset stomach Wash utensils used for raw food preparation or storage in hot water before using them to prepare cooked foods Wash your hands after handling raw foods, visiting the toilet, before eating and after handling soil, sand and animals Ensure all foods are protected from birds, flies and other insects Ensure any re-heated food is piping hot all the way through before you eat it.

Protecting yourself in the sun

Q. What skin care precautions should I take?
A. Bring a high-factor sunscreen with you and be sure to use it (even when it’s cloudy), both in and out of the water. You should wear sunscreen every day, taking special care that babies and children are protected from sunburn even for short periods of time. Adults with fair skin or previous skin problems should also take care. Remember, you can get just as badly burned on the piste or while swimming as you can on the beach, so take care.
Q. How can I handle the heat on holiday?
A. Coming from a notoriously mild British climate into soaring summer temperatures can be a shock to the system. To help your body adjust, avoid cramps or nausea, and avoid the worst examples of sun or heat stroke, we advise the following: Take things gently Stay in the shade as much as possible Wear a hat Keep your shoulders covered Drink plenty of bottled water Avoid the sun between midday and 3:00pm Reapply your sunscreen as recommended on the product label.

LUGGAGE

Q. What is my baggage allowance?
A. This does vary depending on your chosen airline. They will vary from 15 kilos to 22 kilos. Please check at the time of booking for the correct amount, or refer to your travel documents.
Q. How can I increase my baggage allowance?
A. Most airlines do not allow you to increase your allowance, if you are travelling with a charter airline then you may have the chance to increase, please contact the main office for the most current and up to date rates.

Excess baggage

Q. When do excess baggage fees apply?
A. Your baggage will be weighed when you check in. If you have exceeded your baggage allowance you will be required to pay an extra charge per kilogram over. Please note that if you any item is found to weigh more than absolute limit for the airline then they will ask you to re-pack to fit in the maximum weight.
Q. How much does excess baggage cost?
A. This does vary depending on the airline, the amount can be found on most travel documents but you can always contact us or the airline itself for the most current and up to date rates.
Q. When and how are excess baggage fees paid?
A. Your excess baggage charges must be paid when you check in at the airport. Most major credit and debit cards, cheques, cash and local currency will be accepted. This may vary, depending on the airport.

Hand luggage

Q. What hand luggage can I take on board?
A. This depends on your chosen airline; the weight varies from 5 kilos to 10 kilos as well as the dimensions. You are also allowed to take one piece of luggage on-board this does not included a Handbag and with certain airlines can be counted as another price and they will ask you to place in your hold luggage. Please ask the main office staff for further information if you are unsure. Q. What items are not allowed in my hand luggage?
A. For security reasons, the following items are strictly prohibited from being carried on board as hand luggage. They will need to be packed away in your checked baggage.
Toy or replica guns Catapults Razor blades Swiss Army knives, pen knives and knives with blades of any length Scissors Household cutlery Hypodermic syringes (except for medical use) Darts Knitting needles Sporting bats Billiard, snooker or pool cues
Any liquids in quantities greater than 100ml: All drinks, including water, soups and syrups Perfumes, lotions, oils and mascara Pressurised containers, including shaving foam and spray deodorant Pastes, including toothpastes Hair and shower gels Lip gloss Any other solutions and items of similar consistency Cigarette lighters, one small lighter may now be carried through security search points, the lighter container will form part of the liquid allowance within the re-sealable plastic bag. It can either be placed inside the bag or handed separately for screening.
It is very important that customers do not place the lighter into their cabin bag after screening and must be carried on their person for the duration of the flight for safety reasons. Butane cigarette lighters are now permitted to be carried on your person on flights to/from the USA/Mexico and Jamaica, however torch lighters remain prohibited. Additionally lighters and matches should not be packed in hold luggage under any circumstances.
Essential medicines and baby food may be permitted in quantities greater than 100ml on a case-by-case basis. They will subject to the following authentication: Any medicines taken on board must be essential for the flight, for example diabetic kits. Passengers must bring with them a prescription or other supporting 
documentation from a relevant qualified medical professional. Baby milk/formula and liquid baby food can also be taken on board, but must be tasted by the accompanying parent or guardian at security checkpoints Q. What items are not allowed on board at all?
A. There are certain dangerous goods that may not be taken on board flights at all, whether as part of your hand luggage or checked baggage.
All of the following items are STRICTLY FORBIDDEN:
Explosives – fireworks, ammunition, flares etc Gas cylinders containing flammable, non-flammable, toxic and refrigerated liquefied gas (e.g. butane, oxygen, propane, refrigerated liquid nitrogen etc) Flammable liquids – paint, petrol, lighter refills, solvents, varnish etc Flammable solids – firelighters etc Substances liable to spontaneous combustion Substances which in contact with water emit flammable gases Oxidising materials – paint stripper etc Organic peroxides – bleach etc Toxic substances – insecticides, weed killer etc Infectious substances – bacteria, viruses etc Radioactive materials Corrosives – wet cell batteries, acids, mercury barometers etc Miscellaneous dangerous goods – magnetised materials, dry ice (carbon dioxide solid) chemical, strike-anywhere matches, disabling devices (e.g. mace, pepper spray etc), security attaché cases containing dangerous goods (e.g. pyrotechnic devices etc), cooking oils.

Infant pushchairs and buggies

Q. Can I take my child’s pushchair on the flight?
A. Taking pushchairs or buggies on board is normally free of charge with all airlines and will not count as part of your baggage allowance. These items can be taken to the airport gate with you and are then carried in the aircraft hold and collected at baggage reclaim on arrival. If you have booked a flight and would like to bring a pushchair or buggy on board, please call and let us know in advance so that we can make arrangements Larger items and sports equipment
Q. Can I carry larger items on board?
A. Yes, we will need to know at the time of booking if you have larger items that you need to travel with, such as your skis, snowboard, diving equipment or musical instrument, please call us before you fly. We’ll attempt to secure carriage, but will need to check for available space
Q. How much will I pay?
A. This is dependent on which airline you are travelling with, please make us aware at the time of booking and we will be able to get the rates for you.
Q. How can I get my items from the airport to the resort?
A. Most large items cannot be carried on a coach transfers, we can however arrange a taxi transfer for you, we will just need to make the taxi supplier aware, and they will do their very best to accommodate you. Luggage delays and damage Q. What happens if my luggage is delayed?
A. We make every effort to locate missing or delayed items, using our World Tracing System. In the event that an item is delayed: Before you leave the airport, ensure the handling agents have completed and handed you a Property Irregularity Report (PIR). If in doubt, see the baggage handlers in your arrival terminal. Keep your PIR safe, along with flight tickets, baggage receipts and other relevant travel documents. Once we’ve located your baggage, you will be informed immediately. It will then be delivered to the address on your PIR. Our handing agents at the airport will trace luggage for five days. After this, our Secondary Tracing Department will continue our efforts. Q. What if my luggage is lost?
A. In the unlikely event that this happens, you are encouraged to advise your travel insurance company as soon as possible and make a claim.
Q. What if my luggage is damaged?
A. In the unlikely event that this happens, you are encouraged to advise your travel insurance company as soon as possible and make a claim.
Q. What if items are discovered to be missing from my luggage?
A. If, once you have reclaimed your baggage, you discover that items have gone missing: Report the incident to your airline’s handling agent at your arrival airport. They are usually located in the baggage reclaim area. Before you leave the airport, please ensure the handling agents have completed and handed you a copy of a Property Irregularity Report (PIR). Make sure you have checked your luggage thoroughly and filled in the form correctly. This information will be used to search for your missing items. If you need to make an insurance claim, send a copy of your PIR either to your insurance company ABROAD Contacting friends and family on holiday with us 
Q. How can I contact friends or family on holiday?
A. Please contact us and we will advise you of the contact details. Driving while abroad Q. How do I organise car hire for my holiday?
A. Just call, email us or book it yourself on line.
Q. Got any tips for driving abroad?
A. If you’re going to drive on holiday, be aware of the road culture of your destination. On a basic level, that means finding out what the various road signs mean in English, as well as the elementary road rules. A few things to think about before your holiday:
Q. Are there major road hazards?
A. Is the weather going to make driving on the roads difficult?
Q. How do the local drivers regard pedestrians and other motorists?
What should I do in a road emergency? A. Please refer to the important information/ emergency information that the car hire supplier gave you on collection of your vehicle.

Duty Free

Q. Can I take my duty free purchases on the plane?
A. Whatever you purchase in the duty free stores after your security check at the departure lounge can be carried on board with you, including liquids over 100ml. Your duty free purchases will be handed to you in a special sealed bag. Please don’t open this bag until you’ve reached your final destination. It’s also advisable to keep any receipts from duty free purchases, at least until the end of your journey.
Q. What’s my duty free allowance?
A. EU from non-EU countries: 200 cigarettes or 50 cigars or 250 grams of tobacco One litre of spirits 250ml eau de toilette £145 gifts On the slopes
Q. How do I hire equipment with you?
A. This can be added on at any time through your holiday supplier, just call us for further information.
Q. How do I book ski lessons with you?
A. This can be added on at any time through your holiday supplier, just call us for further information
Q. Do the ski instructors speak English?
A. Most ski schools throughout Europe have English-speaking instructors.
Q. Can intermediate level skiers take ski lessons?
A. Yes, Ski lessons aren't just for beginners. You can carry on taking them at all levels of skiing in order to further improve your technique and confidence.
Q. How do I get a lift pass?
A. Save time by booking your lift pass before you go for hassle-free access to the lifts and slopes. Either go for a local lift pass or if you want to explore further try an area lift pass. Just call us and we can add that onto your booking.
Q. Do I need a lift pass photo?
A. We advise that you always take a passport sized photo with you for the lift pass, even if it states that a photo is not needed, in case of any changes in resort requirement.
Q. Can I take my own equipment?
A. You can take your own snowboard and skis with you. As these items are classed as oversize they are transported in the luggage hold and incur an additional charge.
Q. Can I change from skiing to boarding if I don't like it?
A. Yes, but you can and will be charged by the suppliers in resort for changing the equipment you will be using.
Q. Is cross-country skiing available in resort?
A. Please ask us for further information on the different resort, and different levels of learning.
Q. Is there enough to do in resort if you don't ski?
A. This depends on the resort that you are travelling to. Please contact us for any further information on other activities in the resort. Q. What is the 'Skier's Code of Conduct'?
A. To ensure safe skiing for you and others on the slopes it is advised that you follow the Skier's Code of Conduct, and the rules of the piste: · Always stay in control and be able to stop to avoid other people or objects · People ahead of you have the right of way. It is your responsibility to avoid them. You must not stop where you obstruct a trail, or are not visible from above · Whenever starting downhill look uphill and yield to other skiers · Always use devices to prevent runaway equipment · Observe all posted signs and warnings.  Keep away from closed trails and out of closed areas · Prior to using any lift, you must have the knowledge and ability to load, ride and unload safely.

Complaints

Q. How can I make a complaint about my holiday?
A. We're sorry that you have not enjoyed everything about your holiday, and hope that we can help to resolve this. If you have a complaint you must tell your representative, the accommodation management or the airline staff immediately. If your problem was not resolved during your flight, holiday, then you must notify us of your claim in writing and we will send all details to the relevant supplier, and we will endeavour to have a full reply from the supplier within 35 days of the Supplier acknowledging your complaint.

Feedback

Q. How can I provide feedback from my holiday?
A. If you would like to pass on any general feedback to us you can do so by post or email. Please provide as much information as possible, including your booking reference and holiday dates where applicable

Child car seats

Q. Can I bring a car seat on the plane for my child?
A. For the safety and comfort of your infant, you are most welcome to bring an approved child’s car seat on board for children aged between six months and three years. Your child will need his or her own airfare for this, and this will be charged at the appropriate child price. Purchasing a child’s airfare for your infant also means that he or she will be entitled to their own baggage allowance, in which the car seat will be included. Carriage of car seats is at the discretion of the airline, and regulations may differ with non-British registered airlines. Please call us in advance so that we can make the appropriate arrangements with your airline.

Infant and child prices

Q. How much will I pay for infant or child airfares?
A. This varies depending on the airline, full prices and details are included in the final costing page, as long as you have entered the correct amount of passengers and ages in the search box.

Passports for children

Q. What is the situation with children and passports?
A. From 05 October 1998, children under 16 have been required to travel on their own passport. If your child is already included on your passport, he or she is not affected by this change and can continue to travel on your passport until it expires or until they reach the age of 16. However, please be aware that some countries, such as Bulgaria, may refuse entry to any children without their own passports. If a new document is required during the validity of your existing passport, any child who is included on it will need to apply for a separate passport. Passport application can be a lengthy process, so we recommend that you plan ahead and keep your holiday dates in mind.