FAQ - Frequently Asked Questions
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- Am I ATOL protected?
- ATOL protection primarily extends to customers who book and pay from within the United Kingdom. The vast majority of flights bookable through our website are ATOL protected, this even includes some no frills carriers. If applicable this cover will be confirmed on the individual costing page of our website. ATOL cover protects your money and ensures you are repatriated at no extra cost in the event of a failure of your airline or tour operator.
- When will my tickets and/or vouchers arrive?
- You should receive your tickets and/or vouchers 7-10 days before you travel. If you have not received them 5 days prior to travel, please contact Customer Services on 0871 222 0877. Tickets can be posted or e-mailed, so please ensure you check your e-mail regularly. Some bookings are "ticket-less", which means you check-in with your booking confirmation.
- When do I need to pay my balance?
- Your balance must be paid 12 weeks prior to departure; the exact date is displayed on your booking confirmation.
- How do I pay my balance?
- You can pay your balance online, or by completing the payment slip on the reverse of your confirmation.
- What is my baggage allowance?
- Please ring Customer Services on 0871 222 0877 if there is any doubt regarding your baggage allowance.
- Are in-flight meals included?
- Where available most operators charge for in-flight meals and you will be given this option at the time of booking. On occasoins meals can be added after bookings are made but not later than two weeks prior to departure.
- Can I pre-book my seats?
- Seats can be pre-booked depending on the Tour Operator or Airline. A fee of £10 - £30 is charged as this is an optional extra. Please contact Customer Services on 0871 222 0877 for further information.
- What are pre-booked seats?
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Pre-booked seats means you and your party sit together on the aircraft. Due to seating arrangements and aircraft configuration large parties can get separated which can cause inconvenience. Pre-booked seats should not be confused with extra leg-room seats. There may be a charge for pre-booked seats.
Note:
A pre-booked seat only guarantees that passengers on the same booking reference are seated together. It does not allow you to choose the seats you would like, for example window, bulk-head or aisle seats. - What are the visa requirements for my destination?
- It is the passengers' responsibility to ensure the correct travel documentation is obtained prior to departure. Information can be obtained by calling the passport office. Alternatively, you can contact the Foreign & Commonwealth Office's web site www.fco.gov.uk
- If I require special needs and/or airport assistance what should I do?
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For all special needs or airport assistance requirements, please complete a special needs form or call Customer Services on 0871 222 0877 to request a special needs form.
The information will be passed to your Tour Operator or Airline. They will endeavour to meet your special needs. However, it is very important to remember that your special needs requirements cannot be guaranteed. Also in some cases a medical certificate may be required before the request can be met. A special needs form has to be returned to us by not later than two weeks prior to departure. If less than two weeks prior to departure, the special needs form should be sent to the Airline direct. - Can I take skis, scuba gear, golf clubs or other large equipment with me?
- Skis and Golf clubs normally carry a £15 per person charge, but for the latest charge for skis, scuba gear, golf clubs, bicycles and other large equipment, please contact the Airline you are flying with direct, who will be able to advise you of their current charges, which may vary depending on the Airline.
- Can I change my booking e.g. names, dates, etc?
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Yes, you can make certain changes to your booking but you will be charged for making these changes. Charges vary depending on your Tour Operator or Airline and the changes you wish to make. Most will NOT allow you to change dates, duration or departure/destination airports within 8 weeks of the date of departure.
Note:
If booking scheduled flights or "no frills" flights, please read and agree the Terms and Conditions of Booking of the Airline beforehand. You can obtain a copy of the booking conditions from Customer Services on 0871 222 0877. - Why do I need travel insurance?
- All passengers are strongly advised to have adequate travel insurance. You may be refused travel if you cannot produce a valid certificate of insurance. Medical treatment outside of the UK can be very expensive. In many countries you will not get treatment unless you pay before treatment or provide a valid insurance certificate, however serious the condition.
- Can I get travel insurance for a pre-existing condition?
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It is available for some pre-existing conditions. Please contact our ABTA trained Sales Consultants on 0800 083 7007 for further information.
Please note:
Travel insurance can only be purchased in conjuction with other Airflights travel products. - Can I purchase Extra leg room or Premium seats on the aircraft?
- Some airlines and tour operator's offer this facility and others don't. Once booked, you can contact our Customer service department and they will check with your particular tour operator for you. If you are booking over the telephone then please ask your booking clerk who will be able to advise you at the time of booking. It should be noted that there are often age and health restrictions when booking seats near to the aircraft exits.
- When I enter more children than adults in the booking process, why does it change some of them to adults?
- This is because Tour operators do not generally allow more children than adults on an individual booking.
