Frequently Asked Questions

Adequate travel insurance is a condition of your contract us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If you fail to travel with adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility, and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

Most countries now require passports to be valid for at least 6 months after your return date.

Make sure you check your passport will be valid for your travel dates - new rules apply now that the UK is no longer a member of the EU.

As the UK is no longer a Member of the EU, the following requirements now apply to the British passport holders travelling to most countries in Europe:

Your passport must be issued less than 10 years before date you enter the country. (check the "date of issue"). Valid for at least three months after the day you plan to leave (check the date of expiry)
Visit the FCDO travel advice to be sure of the passport rules for the country you're planning to visit
If you need to renew, do it early - The Passport Office is advising it could take up to 10 weeks to process a passport renewal or application from the UK.

Find detailed guidance an an example of how the rules apply at www.abta.com/passports.

We are not medically trained to advise about any health formalities required for your trip, please check with your own doctor for your specific circumstances. 

Please ensure that you provide us with the correct ages of the children and infants travelling. Any ages provided to us at the point of booking, must be the ages of the children and infants which they will be at the point of return travel.

Infants must be older than two weeks to be permitted to fly and younger than two years on the return date to be classified as an infant.

Depending on the chosen airline and/or your request, infants may not be allocated their own seat nor be entitled to baggage allowance.

Tickets are usually sent 14 days prior to departure date. Electronic tickets, offered by most airlines, allow you to travel without a paper ticket. The ticket is securely saved on the airline’s reservation system. When you buy e-tickets on this website, you will receive confirmation of your purchase via e-mail. The e-mail will include your itinerary information and confirmation numbers. You will not receive a paper confirmation, receipt or paper tickets. When you check in for your flight, give the check-in agent your reservation number or printed copy of your itinerary, along with government issued photo identification. For ticketless airlines you will need to provide your booking reference upon check in. Please ensure that you and the passengers on whose behalf you made the booking have all the required documentation and information required at check-in.

You must inform us about any cancellation request as soon as possible. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in that supplier’s terms and conditions (which may be 100% of the cost of the travel Arrangements) and this will vary depending on the supplier. In addition, you must also pay us an administration charge per person outlined in the booking terms and conditions.

Where a refund is permitted under the applicable supplier’s terms and conditions. Any refunds due will be calculated and proportionately refunded back to the original form of payment used, in the same ratio as the original payment was made to us.

If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change and we are unable to make any changes to a booking 7 days prior to travel. Where we can meet a request, all changes will be subject to payment of an administration fee per person per change outlined in booking terms and conditions as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves, and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made, and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable. If you are prevented from travelling it may be possible to transfer your booking to another suitable person provided that written notice is given. An administration fee will be charged, details available upon request. Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

Transfers from the airport to your accommodation are not included unless you have pre-booked and paid for transfers at the time you make the booking. If you have booked your flights independently, it is your responsibility to advise us of your itinerary and any changes to your estimated time of arrival/departure. Please note that local taxes and expenses will be payable to your accommodation supplier in resort on check-out.

How do I pay my balance?

You can pay your balance online using the ‘Manage Booking’ section on our website Manage My Booking. The date the balance your holiday is due will show on the confirmation you received at the time of booking. Should you have any problems paying the balance of your holiday, you must contact us on 0113 732 0080 so we can discuss balance extensions. If you do not pay your balance on time, we may cancel your booking and your deposit is non-refundable.

Can I amend my booking?

This will depend on the supplier your holiday is booked with, and the terms and conditions of that supplier. Please call us on 0113 732 0080 if you wish to amend your booking and we can check with the supplier if an amendment is possible. Please note any voluntary amendments will incur amendment fees plus any difference in holiday cost. We are unable to make any changes to your booking 7 days prior to your departure date

I want to amend my holiday, why can it take up to 72 hours?

Many suppliers do not allow amendments on their websites, and we must call the supplier to action any changes. At busy times it can take up to 72 hours for the supplier to call us back with confirmation of the amendment availability and costs.

Is baggage included on my booking?

At time of booking, you will have been advised if baggage is included on your flight. Your baggage allowance (if included in your booking) will also show on your PR Travel confirmation and on the airline’s website.

When will I receive my travel documents?

Your travel documents will be emailed to you two weeks prior to travel. Some airlines do require online check-in, and failure to do this will allow the airlines to charge you to check-in at the airport. Please ensure you follow the instructions emailed to you at time of booking, which includes a check in step-by-step guide.

Which Terminal do I fly from at the airport?

Please check the website of the airport you are flying from for up-to-date terminal departures. Please also note that due to reduced flying programmes, some airports have made the decision to close some terminals and your flight may not be operating from their usual terminal.

How do I make a complaint?

If you have a complaint during your holiday, you should contact the hotel reception/holiday representative immediately so the problem can be resolved as quickly as possible. If you discuss the problem with the hotel reception/holiday representative during your stay, it can usually be settled straight away.

If the issue remains unresolved, you must call the 24hr emergency in-resort number if there is one on your accommodation voucher, if the complaint remains unresolved, please call our team on 0113 732 0080.

How do I pay my balance?

You can pay your balance online using the ‘Manage Booking’ section on our website Manage My Booking. The date the balance your holiday is due will show on the confirmation you received at the time of booking. Should you have any problems paying the balance of your holiday, you must contact us on 0113 732 0080 so we can discuss balance extensions. If you do not pay your balance on time, we may cancel your booking and your deposit is non-refundable.

Can I amend my booking?

This will depend on the supplier your holiday is booked with, and the terms and conditions of that supplier. Please call us on 0113 732 0080 if you wish to amend your booking and we can check with the supplier if an amendment is possible. Please note any voluntary amendments will incur amendment fees plus any difference in holiday cost. We are unable to make any changes to your booking 7 days prior to your departure date

Can I add extra people onto my booking?

If you have booked a hotel, lodge or holiday park and you would like to add an extra guest on, please check that the extra guests will fit into the unit you have booked, and we can add them on with the supplier. If you would like to add on any extra quests but the maximum occupancy is not big enough for your extra guests, we will need to amend your booking to a larger accommodation.

Can I add pets to my booking?

If you have booked a pet friendly accommodation, we can add pets for you (please note some properties have a maximum pet allowance). You will be charged a fee to add pets.

I want to amend my holiday, why can it take up to 72 hours?

Many suppliers do not allow amendments on their websites, and we must call the supplier to action any changes, at busy times it can take up to 72 hours for us to call you back.

Can I make a request on a booking?

Yes, if you would like us to pass a request onto your accommodation supplier, please let us know. Please note that request cannot be guaranteed.

What happens if I have an issue whilst on my holiday?

If you have a complaint during your holiday, you should contact the reception immediately so the problem can be resolved as quickly as possible. If you discuss the problem with the reception team during your stay, it can usually be settled straight away. If the issue remains unresolved, please refer to the emergency number displayed on your voucher. If you are unable to reach anyone locally you must call our team on 0113 732 0080.

What should I do if I feel like I need to make a complaint on my return?

Please send all details in writing for the attention of our Customer Service Team. In order for this to be investigated with the supplier you must ensure you have followed the advice listed above ‘What happens if I have an issue whilst on my holiday?’

Adequate travel insurance is a condition of your contract us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If you fail to travel with adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility, and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

Most countries now require passports to be valid for at least 6 months after your return date.

Make sure you check your passport will be valid for your travel dates - new rules apply now that the UK is no longer a member of the EU.

As the UK is no longer a Member of the EU, the following requirements now apply to the British passport holders travelling to most countries in Europe:

Your passport must be issued less than 10 years before date you enter the country. (check the "date of issue"). Valid for at least three months after the day you plan to leave (check the date of expiry)
Visit the FCDO travel advice to be sure of the passport rules for the country you're planning to visit
If you need to renew, do it early - The Passport Office is advising it could take up to 10 weeks to process a passport renewal or application from the UK.