ATOL Protected
Protected Payments

Here are a selection of our most frequently asked questions below:

The online system is not a live booking system. The orders processed are on a request only basis. Once orders are received by our office they are checked by our agents with our various suppliers, brokers and airlines for whom we act as agents.

Should we not be able to honour the booking for any reason e.g. cost and/or availability discrepancy, we will inform you to offer any suitable alternatives which are then up to you to accept or not. In these cases no payment is taken unless you agree. For your peace of mind all card details are encrypted.

Most airlines may correct a name spelling error free of charge within 24 hours of booking. However, some may charge a nominal admin fee and this is a matter over which we have no control.

Dependent on the circumstances of your refund, in most cases, due to the security and control of the regulated client account to which your monies pass through, this may take up to 7-10 working days.

Should your refund be due to an operator collapse, however, this will be subject to the policies and procedures put in place by the Civil Aviation Authority and/or the Tour Operator responsible for your package (in most cases The Global Travel Group Ltd, ATOL 3973).

All airlines offer a free cabin baggage allowance which varies from airline to airline. This information can easily be found on the airline’s own website. Our online system does not permit the addition of checked bags prior to submission. Your flight confirmation and the booking confirmation documents will show if checked bags are included. The addition of checked bags will incur a cost, unless otherwise advised.

Dependent on the airline used for your booking, you may be able to add these directly with the airline or with our Customer Services team. Bags should be added prior to departure to avoid high charges at the airport.

Should you require any assistance at the airport, e.g. wheelchair, please advise our staff prior to departure. This is a free service. Some airlines will require a medical form to be completed but our admin team will be able to assist with this process.

A voucher or similar will be sent for every element of your booking – e.g. flights, accommodation, transfers, car hire etc. These must be presented to the supplier as proof of confirmation and payment. The transfer and accommodation vouchers also contain vital instructions to obtain the service and/or for in resort issues.

Please contact our admin team if any of your travel documents have not been received. The travel itinerary of your booking confirmation document is NOT a travel document and cannot be used as proof of booking or confirmation with any of the suppliers.

After confirmation, all changes will incur charges. These can only be accepted in writing/by email from the lead passenger due to our legal obligations. As we act only as agents, any charges levied by the suppliers, airlines and brokers will have to be applied as we have no control over these.

Whilst we always sympathise when a holiday has to be cancelled, we are bound by the terms and conditions of the brokers/supplier and airlines for whom we act as agents. Some elements will incur 100% cancellation charges and is a matter over which we have no control as some or all of these costs may have been paid on your behalf on confirmation.

Our Customer Service team will also offer alternatives such as change of date/name etc. All cancellations must be in writing/by email from the lead passenger.


Most airlines operate on a ticketless basis. However, if you provided an email address at the time of booking a flight confirmation will be sent to you via email within 5 working days of booking. If no email address was provided at the time of booking your tickets will be posted to you 7-10 days prior to departure.

Some operators do not issue final travel documents until 2 weeks prior to travel. These include;- Thomas Cook Holidays, Thomson Holidays, Balkan Holidays, Olympic Holidays, Red Sea Holidays and Jet2 Holidays. These tickets will be emailed / posted 7-10 days prior to travel.

To check if you are travelling with any of these operators we ask you to refer to your ATOL certificate where the ATOL provided will be displayed.

Please read all instructions carefully as failure to adhere to the operator’s/airlines procedures will result in charges. For any scheduled airlines e.g. Emirates, British Airways, Virgin, we can only send tickets after the full amount has been paid and the flight ticketed.

The default balance due date is 14 weeks prior to departure. However, our sales team may offer the balance to be paid much later than this, dependent on how your holiday is booked. The booking confirmation documents are computer generated and use the default date.

However, the agent will have noted your booking with the overriding due date and our payment team will not request payment until that date.

It is advisable, where possible, to use the airline’s check in facility and print your boarding passes prior to departure, as failure to do so will result in charges at the airport.

As you have booked through an agent, some airlines will only accept check in at the airport. If you are able to check in online, this information will be included with your booking confirmation documents.

All passports must have at least 6 months validity from date of return. You may also need visas or inoculations for the destination.


This is shown on your receipt as the airline locator. Where you have flights booked on two different airlines you may need to contact our Customer Services team for the second reference as this will not be shown on the receipt.

For scheduled flights, e.g. Emirates, British Airways, Virgin, this is located on page 1 of the travel itinerary or page 4 if you have already received the tickets.

Any change made by our suppliers/brokers and airlines cannot, unfortunately, be avoided and it is your prerogative to decline and request a refund in the case of a significant change. Before processing this, we must obtain the monies from the airline and this may, due to their own processes, take up to 6 weeks to reflect in the protected Client Account.

Due to our legal obligations, we are unable to use other funds to refund any another client. However, we will always endeavour to fast track the process.

“Force Majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. These may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural disaster, adverse weather conditions, fire, pandemic and/or all similar events outside our control.

We will always endeavour to recoup any funds on your behalf but we accept no liability or claims for compensation. Any refunds may take up to 6 weeks as per point 14. We strongly recommend that travel insurance is taken from confirmation date which offers cover in this regard.

Terms and Conditions are in place for the protection of all parties. We recommend that you read these to ensure that you understand the contents. Terms & Conditions

Many countries require a visa as a condition of entry. It is your responsibility to check with the embassy/consulate of the country you are visiting for any entry requirements and ensure that you adhere to them.

Failing to obtain a visa prior to travelling may result in you being refused entry to your chosen destination.

You may need to obtain a visa to pass through certain countries in transit to your chosen destination. It is your responsibility to check with the embassy/consulate of the country you are travelling via for any entry requirements and ensure that you adhere to them.

Failing to obtain a visa prior to travelling may result in you being refused entry to the transit country and missing your onward flight.