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Frequently Asked Questions
What should I do if my baggage is lost, stolen or damaged?admin2017-04-27T14:35:15+00:00
In the unlikely event that this should happen to you, you must remember to report any lost or damaged baggage straight away to the airline at your arrival airport. The representative will give you a PIR form (Property Irregularity Report) to complete which you should then hold on to for insurance purposes.
How can I give you feedback?admin2017-05-01T17:12:54+00:00
We would love it if you could leave your feedback, positive or negative, telling us about your booking experience. Please contact us, email@example.com
What is the hold baggage allowance for my flight?admin2017-05-01T17:17:59+00:00
Your individual hold baggage allowance will vary depending on which airline you are flying with; whether your flight is short or long haul; or whether you are taking a package holiday or flight only. Not Just Travel will, where possible, give you the option to purchase additional baggage at the time of booking, for a fee set by airline. If you wish to add an additional baggage allowance at a later date, please contact your travel consultant with whom you made your booking.
How can I book multiple rooms for my holiday?admin2017-05-01T17:20:43+00:00
Multiple room bookings cannot currently be made on the website and must be made over the phone. We do this to ensure we can endeavour to meet all the needs and requirements of larger groups, such as requests for adjoining rooms. You can contact one of our Customer Sales Team on 0800 530 0621. Opening hours are 09:00 hrs to 17:00 hrs Monday to Friday. You can also contact your personal travel consultant.
How do I pre-book seats on my flight?admin2017-05-01T17:29:14+00:00
Please see below a list of tour operators, and how to quickly and easily pre-book seats with them for your forthcoming trip: For Thomas Cook and Manos Airtours holidays click here to pre-book your seats. You will need your supplier booking reference number which can be found on your booking summary. Once these details have been entered, you will be taken to a seating plan where you can search and select your desired seats. Please ensure you read the specific airline terms and conditions. For Thomson, First Choice, Skytours, Simply Travel, and Twentys & Falcon holidays, click here to pre-book your seats. You will need your supplier booking reference number which can be found on your booking summary. Once these details have been entered, you will be taken to a seating plan where you can search and select your desired seats. Please ensure you read the specific airline terms and conditions. If you are travelling via low cost airline such as easyJet, or RyanAir, you will need to follow the instructions provided with your confirmations. This usually involves logging on the their websites, with your booking reference numbers provided in our instructions sent to you. If the airline you are travelling with has not been mentioned the above or you are unsure how to proceed with pre-booking your seats, please contact your personal travel consultant or you can contact us on 0800 530 0621 and a member of our Customer Support Team can further assist you.
What is involved in a shuttle transfer?admin2017-04-27T14:34:20+00:00
A shuttle transfer is usually via a shared coach or bus service. Shuttle transfers can take longer to get you to your accommodation, as they often entail waiting for passengers from assorted flights before the service departs and subsequent stops en route before your final destination. Shuttle transfers are often less expensive than a private transfer, but are a great choice if you are working to a budget or travelling as a group.
How long will it take for my booking confirmation to come through?admin2017-05-01T17:37:40+00:00
Currently we send all documentation via post, of which you should receive everything with 48 hours of booking. If you have not, please contact your travel consultant. You can also submit a problem by completing a simple form where our Customer Service Team will re-issue these for you. Click Here to let us know of a problem
How far in advance can I book my holiday?admin2017-04-27T14:34:20+00:00
Availability changes on a daily basis. By clicking the departure date within the search form on the Home or Holidays pages, you will be presented with a calendar which will show the results of all available dates. You can generally book 12-18 months in advance, and our inventory is regularly updated.
What is ABTA and what does this mean for me?admin2017-04-27T14:34:20+00:00
ABTA and ABTA Members help you to get the most from your travel and assist you when things don’t go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct, and the arbitration scheme available to you if you have a complaint, please visit www.abta.com
How can I find out if it is safe to travel to a particular country?admin2017-04-27T14:34:20+00:00
The FCO (Foreign & Commonwealth Office) is the British government department that issues advice as to whether a country is considered unsafe to travel to. Airlines and Tour Operators here in the UK will generally follow advice given by the FCO regarding travelling to and from a country and we will endeavour to warn you of anything that is reported. The FCO website https://www.gov.uk/government/organisations/foreign-commonwealth-office also features information on a selection of subjects which are useful when travelling overseas.
How can I arrange assistance for my flights?admin2017-05-01T17:40:33+00:00
If special assistance is required, you should notify us at the time of booking. This information will then be passed on to the airline in advance of travel. If you require special assistance but haven’t notified us, please contact your travel consultant. You can also contact our Customer Service Team us on 0800 530 0621
Flight arrival times are given as “TBC”, why?admin2017-04-27T14:34:20+00:00
Flight arrival times are “To Be Confirmed”. This may be due to the fact your tour operator has not yet confirmed its arrival slots. However, your flight times will be confirmed when you receive your tickets.
How do you decide which hotels to recommend on your site?admin2017-04-27T14:34:20+00:00
We choose the majority of the properties we sell because of their popularity with our customers, trip advisor ratings and returning customers. We also have knowledgeable staff, with many years of travel industry experience and local knowledge, to assist our choice.
How do I apply for a new passport or renew my passport?admin2017-04-27T14:34:20+00:00
You can renew or replace your UK adult passport up to 9 months before your current one runs out. It currently takes at least three weeks to get your passport via the post and can take longer between April and September. The Post Office offers a Passport Check & Send Service which expedites the receipt of your new passport, but there is an additional charge for this service. Apply early whenever you can. Further information can be found at https://www.gov.uk/renew-adult-passport
Can I request to have my tickets sent to me via post?admin2017-05-01T17:54:03+00:00
The majority of tour operators and airlines now operate ticket-less travel. If you are required to have an e-ticket for travel, this will be sent to you via email. However, if you would prefer these to be posted to you, please contact your travel consultant. If your tour operator supplies paper tickets, these will be posted to you within two weeks of your departure. You will also be able to access these via the View My Booking Portal and retrieve them directly, if they are available
How do I check-in online?admin2017-04-27T14:34:20+00:00
Not all airlines allow passengers to check-in online prior to travel. If online check-in is available, you will need your airline reference number, which can be found on your booking confirmation. Online check-is usually available from approximately 5 to 7 days before departure date.
When is it safe to sunbathe and what factor sunscreen should I use?admin2017-04-27T14:34:20+00:00
It is advised to choose a sunscreen that protects against both UVA and UVB radiation from the sun. The SPF (sun protection factor) tells you the amount of protection the sun cream gives against UVB radiation. To give you the best protection from the sun’s harmful rays, it is recommended to buy higher factors (at least factor 15). It is important to check the ‘use by’ date on your sun creams, as most only last around 2 to 3 years. The above information is given as guidance only and Hays Travel Ltd will not accept any liability resulting in injury or harm from following the above advice. When using any skin care products, please read the manufacturer’s instructions and guidelines for use.
How much does it cost to add extra luggage?admin2017-04-27T14:34:20+00:00
The cost of booking extra luggage varies from airline to airline. Booking extra luggage allowance before travelling can save you money, compared to paying at the airport.
Can I pay online?admin2017-05-01T17:55:39+00:00
Yes, you can make secure online payments by visiting the ‘MY BOOKING’ section of the Not Just Travel website. In order to log in, you will need your HAY- XXX booking reference number, as well as the surname and date of birth of the lead passenger.
What are E111 and EHIC forms?admin2017-04-27T14:34:20+00:00
The European Health Insurance Card (EHIC) replaced the E111 form in January 2006 . It can be used to cover any necessary medical treatment due to either an accident or illness within the European Economic Area (EEA). The EHIC entitles the holder to state-provided medical treatment within the country they are visiting. The service provided will be the same as received by a person covered by the country’s insured medical scheme.
What should I check with regards to my passport?admin2017-04-27T14:34:20+00:00
You need a passport to travel and will be prevented from boarding your flight if you do not have one. Some countries will require you to have a valid passport for 6 months after your return date. This does vary from country to country, and we recommend that you check the Foreign and Commonwealth Office (FCO) website for advice for the specific country you are travelling to. If you need to organise a new passport, please allow plenty of processing time before your departure, although you can pay an additional fee to via the Post Office Passport Check & Send Service to expedite UK passport delivery. More information can be obtained via the following website https://www.gov.uk/browse/abroad/passports
What vaccinations do I need?admin2017-04-27T14:34:20+00:00
Customers who are travelling outside the UK may need to be vaccinated against some of the serious diseases found in other parts of the world. In fact, some countries require you to have an International Certificate of Vaccination or Prophylaxis (ICVP) before you enter. For additional advice on this, please consult the following website: http://www.fitfortravel.nhs.uk/destinations.aspx
Do I need a passport to fly?admin2017-04-27T14:34:20+00:00
Yes, you need a passport to travel and will be prevented from boarding if you do not have one. Some countries will require you to have a valid passport for 6 months after your return date. This does vary from country to country, and we recommend that you check the Foreign and Commonwealth Office (FCO) website for advice for the specific country you are travelling to. For non-UK passport holders, you will need to contact the embassy or consulate of the country you are travelling to. These contacts can also be found on the FCO website. Your documents will be checked at the UK departure point for your trip and, if not deemed acceptable, you will be denied travel. So please make sure you check your documentation. If you need to organise a new passport, please allow plenty of processing time before your departure, although you can pay an additional fee to expedite UK passport delivery via the Post Office Passport Check & Send Service. More information can be obtained via the following website https://www.gov.uk/browse/abroad/passports
Can I change my hold baggage allowance once I have booked?admin2017-05-01T19:38:46+00:00
The majority of airlines will allow you to increase the amount of luggage you wish to take for an additional fee. This will vary for each individual airline. If you would like to upgrade your hold luggage after booking, please contact your travel consultant, or our Customer Support Team on 0800 530 0621. If you do exceed your pre-arranged luggage allowance, the airline is within its rights to charge any excess baggage fees.
What currency should I take?admin2017-05-01T19:48:24+00:00
For further details on the exact currency you need, please visit your local Bureau De Change. They will be able to advise you on what is legal tender for the country you are visiting.
I think my tickets are incorrect, what can I do?admin2017-05-01T19:54:44+00:00
Please contact Travel Consultant or our Customer Support Team to discuss any errors that you notice. You can call our Customer Support Team on 0800 530 0621. The name on your ticket should match the name as it appears on your passport. Changes to incorrect spellings may or may not be allowed by the airline depending on their policies, and will generally be subject to an amendment fee. You can also contact us by clicking here
What is the Electronic System for Travel Authority (ESTA) requirement for US destinations?admin2017-04-27T14:34:20+00:00
When travelling to the USA by air or sea, the US authorities require you to travel under the Visa Waiver Programm (VWP) and to register for Electronic Travel Authority (ESTA) before you depart the UK. Passengers who have not applied for and received travel authorisation via the ESTA programme prior to travel, may be denied boarding, experience delayed processing or be denied admission at their US port of entry. You apply for the ESTA online and this establishes your eligibility to travel to the USA. The gaining of a visa or travelling visa-free with an ESTA is merely part of the travel approval process and does not guarantee you automatic entry to the USA; this is down to the immigration officer at the port of entry. If you have any queries on the ESTA process, please address these to the US Embassy Consular department. Please remember that if you are refused boarding or denied admission at the US port of entry, in accordance with the terms of our contract with you, you will still be subject to our cancellation charges. The application form is available online at https://esta.cbp.dhs.gov Prior to travel, you are required to complete the online application (currently in English only). There is a $14.00 fee charged for each new or renewed ESTA application. All payments must be made by credit or debit card when applying for or renewing an ESTA at https://esta.cbp.dhs.gov The ESTA system accepts the following credit/debit cards: MasterCard, VISA, American Express and Discover. Your application will not be submitted for processing until all correct payment information is received.
What does API mean and who do I give this information to?admin2017-05-01T20:10:42+00:00
Advance Passenger Information (API) must be provided to the authorities before you travel. This required information includes your passport details and your contact information. Incorrect or incomplete information may result in your journey being delayed, either at check in or immigration. Not Just Travel cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this. Please see below for further instructions, if you didn’t provide your API information at the time of booking: If you’re travelling with Thomas Cook, Manos or Airtours – Click here to input your API – you will need your airline reference number, which you will find on your booking confirmation. If you’re travelling with Thomson, First Choice, Skytours, Simply Travel, Twentys or Falcon – Click here to input your API – you will need your airline reference number, which you will find on your booking confirmation. If you’re travelling with Cosmos – Click here to input your API – you will need your airline reference number, which you will find on your booking confirmation. If the airline provider you are travelling with is not mentioned above, please contact your Travel Consultant.
Which documents do I need on holiday?admin2017-05-01T20:18:22+00:00
It is your responsibility to ensure that you have the correct documentation to travel. These documents include: A valid passport, an appropriate visa (where required), travel insurance documents and health forms such EHIC. If you do not travel with the correct documentation, you may not be permitted to board your flight. Not Just Travel will not take responsibility if you have been refused boarding, or denied entry in to a country if you have failed to have the correct documentations. Some destinations require further documentation such as birth certificates for children under the age of 18 years. For further information on what is required, please visit the FCO’s website Further to the above, we advise you take with you booking confirmations such as accommodation, transfer, car hire vouchers, and any other documentation
Should I confirm my flight times before I travel?admin2017-04-27T14:34:20+00:00
Flight times are subject to change, therefore, we recommend that you check with your airline or the website of the airport you’re departing from for the latest information on departures.
How do you decide which star rating to give each of the hotels on your site?admin2017-05-01T20:22:15+00:00
The question of awarding star ratings is a difficult one. Star rating is subject to the Operator, or Accommodation supplier, not by us. If you have further questions on this, your Travel Consultant will be able to give further assistance to help you come to the right decision.
Can I take medicine abroad?admin2017-05-01T20:28:08+00:00
If you take medication, take enough with you to see you through the holiday and allow for possible delays. Always keep clearly-labelled medication and any medical documents in your hand luggage or in a place you can easily reach. It may be essential to have a letter from your doctor stating your need for the medication – in case you lose your medicine and need more, and particularly if you’re visiting a country with strict drug controls. You should always be ready to show this letter to customs officers. The medication you take may contain ingredients that are illegal in some countries. Check with the nearest Embassy or High Commission of the country you’re visiting, to find out about restrictions. If you’ve got diabetes and are on medication or have a dietary restriction, you and your doctor should work out an individual schedule for meal times, taking into account the length of your journey and change in time zones. If flying, ask your doctor if your impairment makes you vulnerable to circulation problems. It’s a good idea to carry a travelling letter – this gives a brief description of your impairment and, if appropriate, details of any difficulties that could occur and what assistance you might need.
Can I request to have my tickets sent to me via post?admin2017-05-01T20:30:27+00:00
The majority of tour operators and airlines now operate ticket-less travel. If you are required to have an e-ticket for travel, this will be sent to you via email. However, if you would prefer these to be posted to you, please contact your travel consultant. If your tour operator supplies paper tickets, these will be posted to you within two weeks of your departure. You will also be able to access these via the View My Booking Portal and retrieve them directly, if they are available
My holiday is an ‘allocated on arrival’ holiday. What does this mean?admin2017-04-27T14:34:21+00:00
The standard of accommodation and board basis on an ‘allocation on arrival’ holiday are guaranteed. However, the accommodation is allocated on arrival by the holiday company, and is subject to their terms and conditions. This type of holiday is ideal for those who want to book late and who are flexible; but isn’t recommended if you want specifics, such as a propertry located near the beach, or particular features, like a swimming pool or a property with no steps.
How can I book a seat with extra leg room?admin2017-05-01T20:32:17+00:00
You can book extra legroom seats on your flight, but this often depends on which airline you fly with. Your Travel Consultant will be more than happy to assist you with this
What is an e-ticket?admin2017-05-01T20:34:48+00:00
E-tickets, which have been adopted by the majority of our suppliers, allow passengers ticketless travel. If the airline you are travelling with uses e-tickets, you will be sent the required information via email 14 days before departure. You can also check the availability of your E-tickets by ‘View My Booking’ Portal. You will need you HAY-xxx ref number, name and date of birth of the lead passenger.
Can I take liquids on-board the aircraft?admin2017-04-27T14:34:21+00:00
There are restrictions on what items you are permitted to carry in your hand luggage and hold luggage when boarding aircraft in the UK. Taking liquids through security There are restrictions on the amount of liquids you can carry in your hand luggage. If possible, pack liquids in your hold luggage (this is the baggage that you check-in prior to your flight). If you do take liquids in your hand luggage then: Liquids must be placed in containers that hold no more than 100ml each. Containers should be placed in a single, transparent, resealable plastic bag, measuring approximately 20cm x 20cm. No more than one litre of liquids are to be carried in the plastic bag. The contents must fit comfortably inside the plastic bag so it can be sealed. The plastic bag must not be knotted or tied at the top. Only one plastic bag is to be carried per person and it must be shown at the airport security point prior to boarding your flight. Containers larger than 100ml (except essential medicines), will not be allowed through the security point, even if they are only part full. Liquids include: All drinks, including water, soup and syrups Cosmetics and toiletries, including creams, lotions, oils, perfumes, mascara and lipsticks Sprays, including shaving foam, hairspray and spray deodorants Pastes, including toothpaste Gels, including hair and shower gel Contact lens solution Any other solutions and items of similar consistency Cigarette Lighters You can only carry one cigarette lighter onboard the aircraft and it should be put inside a plastic bag with any liquids you may be carrying. You must keep the cigarette lighter with you throughout the flight. Please note that cigarette lighters cannot be placed inside hold luggage. Download the Civil Aviation Authority’s (CAA) guide for full details of what you can carry in your luggage. Further information can be found on the Direct Gov website, however, Hays Travel is not responsible, and accepts no liability, for the content found on the Direct Gov website.
When do I receive my confirmation email?admin2017-05-01T20:41:09+00:00
Currently, we hand-process your confirmation to ensure you receive a quality service, therefore we do not send email confirmations. However, if you wish to have your documentation emailed, please advise your Travel Consultant at the time of booking, who will ensure our Admin Team will complete your request. Please allow 48 hours for this to be processed.
What time should I arrive at the airport?admin2017-04-27T14:34:21+00:00
Check in for most airlines is 2 to 3 hours prior to departure. We suggest you allow for plenty of time to get to the airport in case of heavy traffic. If you are collecting your tickets at the airport, please allow additional time in case of queues. Please note it is your responsibility to make sure you allow adequate time to check in and airlines are very strict about this.
When travelling to the USA, what kind of currency should I take?admin2017-04-27T14:34:21+00:00
The currency used in the USA is the US Dollar ($). We recommend that your spending money includes an amount of cash, with the remainder in traveller’s cheques (or on a currency card). Please note that some places may charge when converting traveller’s cheques. This advice is applicable for anywhere where US Dollars are accepted.
How do I organise my visa?admin2017-04-27T14:34:21+00:00
Customers are responsible for obtaining any visas required for their holiday. If you’re unsure whether a visa is required for your trip, information can be found by visiting the relevant embassy website. For visitors on package holidays to Cuba, visas will be provided by your tour operator within ten days of departure.
What is ATOL and what does this mean for me?admin2017-04-27T14:34:21+00:00
All our package and Flight-Plus holidays are financially protected by the Air Travel Organisers Licence (ATOL) scheme to give you peace of mind (our ATOL number is 5534). If the operator fails, then the ATOL scheme makes sure that customers don’t lose their money or find themselves stranded abroad. The ATOL scheme does not encompass accommodation only or flight only bookings. For more information regarding the ATOL scheme and what it covers, visit the CAA website at www.caa.co.uk/atol.
Who will pay if I need to be hospitalised overseas or flown back to the UK?admin2017-04-27T14:34:21+00:00
We recommend that you take out appropriate travel insurance for your overseas holiday. Should you require treatment while abroad or need to be flown back on medical ground to the UK, you can contact your travel insurance provider on their emergency contact number for further advice. If you travel overseas without appropriate medical cover, it is likely that the full cost of any medical treatment and your early return to the UK will need to be paid for by yourself, family or friends. Please note, if you show your European Health Insurance Card (EHIC) you are likely to receive free or reduced cost healthcare when visiting certain European countries. You are welcome to ask Hays Travel about the travel insurance policies we sell, which will cover the above, dependant on policy type.
Is it possible to change a name on my booking?admin2017-05-01T20:43:59+00:00
Name changes are subject to the terms and conditions of your tour operator or airline, and will incur amendment fees. Please contact your Travel Consultant who will assist in organising this for you.
Should I be concerned about what I eat while abroad?admin2017-04-27T14:34:21+00:00
To ensure you make the most of new and exciting dishes and to avoid an upset stomach during your holiday, there are some simple guidelines which we recommend: ensure meat products are thoroughly cooked and piping hot before eating; wash and rinse raw food; place cooking utensils in hot water before using them for food preparation; ensure all foods are protected from birds, flies and other insects.
I am a British citizen, how do I know if I need a Visa to travel?admin2017-05-01T20:53:06+00:00
Visa requirements vary from country to country. For information on passport/visa requirements and other general travel requirements, please visit Direct Gov Website Please note, it is your responsibility to make sure you have the correct documentation to allow entry, and travel to and from, the country you are visiting.
What electrical items can I use when on-board the aircraft?admin2017-05-01T20:56:10+00:00
Current restrictions on the use of electrical items on board an aircraft can be found by visiting the airlines website. It is your responsibility to ensure you follow the airlines rules. The airline has the right to confiscate any equipment at any time, of which Not Just Travel will not be held liable for this change in circumstances.
When will I receive my tickets?admin2017-05-01T21:01:22+00:00
The majority of our suppliers now issue e-tickets. Information relating to your booking will be sent to you within 48 hours of the booking being made. There are, however, some exceptions. Some low cost airlines now require boarding pass to be printed before check-in. Here are some of the low cost airlines which this applies to: Thomson; First Choice; Skytours; Twentys & Falcon; Thomas Cook; Manos and Airtours. Balkan Holidays e-tickets are issued within two weeks of departure. Olympic Holidays paper tickets are posted within two weeks of departure (departures within two weeks of booking require a Ticket on Departure or letter of introduction to present upon check-in). Cosmos do not issue tickets and your invoice is all that is required to travel. When travelling with Easy Jet, you are required to provide your booking reference and boarding pass. – you can also travel by using the easyJet App Jet2 also requires you to provide your booking reference and boarding pass prior to travel. Ryanair requires you to print a copy of your boarding pass. You can also travel by using the RyanAir App. Monarch do not issue tickets and your invoice and reference number are all that are required to travel. All relevant documentation required for travel can be accessed and printed via the ‘View My Booking’ section of the Not Just Travel website.
Why are my flight tickets “available on departure” (TOD), how will I collect them?admin2017-04-27T14:34:21+00:00
If you book your flight or holiday within two weeks of your departure, some tour operators and airlines will not send tickets out because they are unlikely to arrive before you need depart. On such occasions, a ticket on departure (TOD) will be arranged, which you will need to collect from the airport on the day of your departure (you will be advised beforehand where to collect it). We do suggest that, if you have to collect a TOD, you arrive at the airport about 2.5 hours before departure, to give you plenty of time to go to the appropriate desk at the airport to pick up your tickets. Once you have collected your tickets, you will then be able to check in for your flight as normal.
Are flight meals included?admin2017-05-01T21:09:09+00:00
Charter airlines such as Thomas Cook and Thomson provide in-flight meals at an additional cost. If you did not make this purchase at the time of booking and wish to do so, please contact your Travel Consultant. Low cost airlines do not offer this facility, however, many will offer a pay-on-board trolley service during your flight.
Why is my hotel booked for a certain number of nights?admin2017-04-27T14:34:21+00:00
Your holiday accommodation is usually reserved for you from 14.00 hrs (dependant on destination) on the day that you depart the UK. For flights departing between 00.01 and 04.00 hrs, the day of departure is deemed to be the previous day. On some occasions, you may arrive in the early hours or during the course of the morning; in which case, your accommodation should be available immediately – this is classed as the first night of your holiday. Rooms are normally vacated at 12.00 noon on the last day of your holiday. However, in some areas, this may be earlier. If you are on an All Inclusive, Half Board or Full Board basis, you may lose a meal due to your flight times.
Do my children need their own passports?admin2017-05-01T21:11:15+00:00
Yes, children require their own passport to travel abroad. Children’s passports are generally valid for 5 years. Application forms are available from Post Office branches that offer the Passport Check & Send service, or you can request a form online and it will be sent to you in the post. More information can be found by visiting the following government website link: http://www.direct.gov.uk/en/TravelAndTransport/Passports/index.htm
How can I arrange assistance for my accommodation?admin2017-05-01T21:13:32+00:00
We kindly ask that you read the descriptions for the accommodation carefully during the booking process to help you select the right place to stay. Bear in mind whether the location is appropriate if you have walking difficulties. Your Travel Consultant will endeavour to give you further advice if requested. Should you need to make additional requests after your booking is confirmed, then please contact your Travel Consultant. There may be a cut of time before arrival for submitting assistance requests to your chosen accommodation, so we ask you to let us know as soon as possible. Some requests cannot be guaranteed.
How do I contact your Customer Services Team for after sales support?admin2017-05-01T21:19:03+00:00
If you are unable to contact your Travel Consultant, are Customer Support Team are also here to help. Our offices are open Monday to Friday 9am- 5pm. Saturdays 9am- 5pm We also offer support out of hours Support from 7pm – 10pm Monday to Saturday. WE aim to respond to out of hours messages within 1 hour. Providing your booking reference or having it handy before we call you back will help us to answer your enquiry more efficiently.
How do I check if my flight is on time?admin2017-04-27T14:34:21+00:00
Please check with your departure airport for up to date flight information. This information may also be available on your departure airport website.
How do I cancel my booking?admin2017-05-01T21:25:29+00:00
A request to cancel a booking must be made in writing by the lead passenger. If you wish to cancel your booking, please bear in mind this will be subject to the operator and airlines terms and conditions, and will therefore incur cancellation fees. We strongly advise you check the Terms and Conditions of the operator you will have been provided. You must contact your Travel Consultant in the first instance to avoid high fees. A cancellation invoice can be issued upon request. Please be advised that not all operators and airlines provide this. If your insurance company requires further documentation, please discuss with your Travel Consultant what is required to ensure we can provide you with the necessary documents you need.
I am pregnant can I fly still?admin2017-04-27T14:34:21+00:00
Policies vary between airlines, so it is best to ask about restrictions when booking your flight. It is generally accepted that you can fly during the first and second trimesters of pregnancy. Please note, airlines can prevent travel if they are worried about how far along in your pregnancy you are. To avoid any issues, it is recommended that you get written permission to fly from your doctor or midwife. The letter should confirm your due date and state that you have been examined and are not likely to go into labour within the next 72 hours.
Is it safe to drink tap water whist on holiday?admin2017-04-27T14:34:21+00:00
Tap water is generally regarded as safe to drink in developed areas such as mainland Europe and America, especially in major cities and resorts. In other areas, it is recommended that you drink bottled water, which is readily available. Drinks made using boiling water are also safe to drink.
What should be in my first aid kit / luggage when I travel?admin2017-04-27T14:34:21+00:00
It is always useful to include a few items in your luggage in case of any unforeseen emergencies. We suggest plasters, antiseptic cream, headache or pain relief, stomach remedies, travel sickness medication, insect repellent, after-sun lotion and cotton wool. Also, please remember to take adequate supplies of any prescribed medication with you on your holiday.
What is involved in a private transfer?admin2017-04-27T14:34:21+00:00
A private transfer is a taxi or other vehicle reserved exclusively for your party. Your private transfer will be waiting for you when you arrive at your destination airport, and will provide a speedy door-to-door service to your accommodation, without any stops en route. Private transfers generally cost more than choosing a coach or shuttle bus transfer.
What luggage can I take on my hotel transfer?admin2017-04-27T14:34:21+00:00
All types of transfers usually include one suitcase per person as their standard luggage allowance. Additional luggage allowance, for items such as car seats or golf clubs, may incur an additional local charge, but we will be happy to arrange this for you if you contact our Customer Support Team prior to departure. Passengers take full responsibility for their own luggage on all types of transfers.
Which terminal will I be flying from?admin2017-04-27T14:34:21+00:00
We advise you visit the relevant airport website for information on which terminal your flight will be departing from.
Where can I find a copy of your Booking Conditions?admin2017-05-01T21:29:49+00:00
A copy of the Not Just Travel booking conditions can be found on notjusttravel.co.uk or made available to you upon request.
Can I book a holiday less than 2 days in advance?admin2017-05-01T21:35:09+00:00
Yes, this is possible, This can only be done over the phone. However to combat fraud, we ask that you submit a copy of your passport before we confirm your flights. Not Just Travel reserve the right to refuse your purchase if we believe the booking to be made by fraudulent means.
What have you done to ensure your website is secure?admin2017-05-01T21:38:05+00:00
Not Just Travel is committed to ensuring a completely secure online experience when you book your holiday with us. notjusttravel.co.uk protects its visitors with encryption technology from VeriSign. VeriSign provides a secure foundation for e-commerce and the VeriSign Secured © Seal remains the most recognised symbol of trust when using the internet. By choosing the latest and most visible website security – Verisign Extended Validation SSL Certificates – you can be confident that your data is protected when buying your holiday from Not Just Travel
What age ranges define Senior Citizens, Adults, Children and Infants?admin2017-04-27T14:27:35+00:00
How old is a Senior Citizen? – For travel purposes, a Senior Citizen is someone who will be 60 or over on their return date to the UK. How old is an Adult? – For the purpose of travel, an adult is aged between 13 and 59 years on their return date to the UK. How old is a Child? – For travel purposes, a child is usually aged between 2 and 12 years on their return date to the UK. However, some package holidays allow for child ages up to 16 years old, which will be indicated on our website where relevant. Child prices are only applicable if there are a minimum of two adults in the same room as the child. How old is an Infant? – An infant will be under 2 years old on their return date to the UK. This means, if your infant will turn 2 years old during your holiday, you will need to include them as a child when you make your holiday booking.
What is a fuel supplement?admin2017-04-27T14:27:35+00:00
Some tour operator and airlines add a fuel supplement to your holiday costs. This additional amount is usually to cover future rises in the cost of fuel.
How can I book a holiday on your site?admin2017-05-01T21:42:31+00:00
We have built our website to make booking a holiday as simple and stress free as possible. Our customers have access to a wide choice of holidays to a variety of destinations around the world. We endeavour to make our prices as competitive as possible, so that we can offer you some of the best holiday deals around. If you’d rather speak to someone over the phone, you can book with one of our friendly travel consultants on 0800 530 0621
How do I contact the Sales Team to obtain a quote on a holiday booking?admin2017-05-01T21:50:24+00:00
While our website is easy and informative to use, you are of course welcome to call one of our knowledgeable and friendly Travel Consultants. They are available at the end of the phone to help you to obtain a holiday quotation, book your chosen holiday and answer any pre-booking questions you might have. If you have already obtained a quotation via our website, then you can speed up your telephone enquiry by providing the reference number given. Speak to one of our sales team on 0800 530 0621– our opening hours are Monday to Saturday 09:00 – 22:00.
What deposit and payment schemes do you offer when booking online?admin2017-04-27T14:27:35+00:00
You will be required to pay a deposit or make full payment for your booking at the time of your online booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you on your booking confirmation. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
What does All Inclusive mean?admin2017-05-01T21:53:58+00:00
An all-inclusive holiday usually includes your accommodation, along with other amenities such as unlimited food, beverages, sports activities and day and night entertainment. At some resorts, services such as golf, diving and spa services and some branded drinks often incur an additional cost. In order to determine exactly what may or may not be included, please read the description for the accommodation you are looking to book on notjusttravel.co.uk
What payment methods do you accept when booking by phone and are there any card charges?admin2017-05-01T21:57:40+00:00
We accept all major debit and credit cards, including American Express There are no card fees when making payments via debit card Credit cards are subject to 2.5% fees If you wish to pay via other means, such as bank transfer for high value bookings, please discuss these options with your Travel Consultant
What does Bed & Breakfast mean?admin2017-04-27T14:27:35+00:00
Bed and Breakfast means that breakfast is included in the price you have paid for your hotel or holiday. The breakfast is normally served in a buffet style, with a varied selection of dishes and options to choose from.
What does Full Board mean?admin2017-04-27T14:27:35+00:00
Full board means that breakfast, lunch and dinner are included in the price of your holiday. Coffee, tea and fruit juices are normally provided free of charge at breakfast, other soft and alcoholic drinks usually incur an additional cost.
Can I make an accommodation only booking on your site?admin2017-05-01T22:06:01+00:00
Yes, you can make accommodation only bookings on our website. In addition to package holidays and flight + hotel bookings, we offer you a wide selection of hotel only options. Just select Accommodation Tab at the top of holiday search box and complete the remaining boxes below. Not Just Travel offer you a varied choice of accommodation, – all just a few clicks away on the notjusttravel.co.uk website.
Are there any additional charges when booking online?admin2017-05-01T22:07:50+00:00
We believe in honest pricing and will always state what is included and not included in your holiday when you make your booking online. However, we depend on the tour operators, hotels and airlines to provide us with accurate information, which can unfortunately change from minute to minute. Where we can, we will absorb these price changes, but in some instances we will need to pass the extra costs on to our customers. Please note that local taxes, including city taxes, are not covered within the price, as these would be payable locally abroad. We do not make any charges for payments by debit card; but payments by credit cards are subject to a handling fee of 2.5%.
What does 3DSecure mean?admin2017-04-27T14:27:35+00:00
3D Secure is a service facilitated by VISA and Mastercard which allows you book securely online using your credit card. This service is verified by Visa/ Mastercard Secure Code and it requires you to know your unique password when booking your holiday.
What deposit and payment schemes do you offer when booking by phone?admin2017-04-27T14:27:35+00:00
You will be required to pay a deposit or make full payment for your booking at the time of your telephone booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you on your booking confirmation. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
Will the hotel facilities be on offer all year round?admin2017-05-01T22:13:57+00:00
Some hotels and apartment may not operate certain facilities during the off peak winter months e.g. outdoor water slides, beach and pool bars and kid’s clubs. You may find details of this in accommodation description on our website. But, if you have particular questions on your facilities, then you are welcome to contact us and we will contact the hotel on your behalf.
What does Room Only mean?admin2017-04-27T14:27:35+00:00
Room only means that there are no meals included in the cost of your holiday, you are just paying to stay in the room. If you want breakfast, lunch or dinner in the hotel, this will incur an additional cost. All the other amenities of the hotel are available for you to use as a guest.
Will transfers be included with my holiday booking?admin2017-05-01T22:18:02+00:00
In some cases when booking a package holiday transfer may be included at no extra cost. If you are not booking a package holiday for example with Thomas Cook you will be given the option to include transfers at additional costs. You are free to discuss these options with your Travel Consultant at the time of booking.
How do I know I have successfully booked my holiday with you?admin2017-05-01T22:45:20+00:00
Once you have booked a holiday on our website notjusttravel.co.uk, you will receive email notification a booking has been completed, however, this is not a guarantee everything has been booked with the chosen operators. Our Admin team will contact you within 1 hour if there are any issues with your booking, between the hours of 9am-5pm. If you have made a booking outside of this time, we will contact you within office opening hours. You will then receive further notification your booking has been made successfully, and further documentation will follow in the next 48 hours.
What does Self Catering mean?admin2017-04-27T14:27:36+00:00
Self-Catering means that no meals are included in the price of the holiday. You will usually be provided with kitchen facilities including a fridge in your accommodation. Many of our properties have a supermarket onsite for all your daily needs and also restaurants and/or snack bars. Self-catering holidays give you the freedom to eat and drink wherever you like.
Do prices tend to increase each year?admin2017-05-01T22:47:05+00:00
Yes, we do find that generally prices increase year on year when it comes to holidays. Here at Not Just Travel we do aim to offer you the lowest price on the market at the time of booking. We cannot predict exactly how prices will vary year on year as this is mainly influenced by aviation costs, which in turn tend to be difficult to predict.
Can we buy travel insurance through Not Just Travel?admin2017-05-01T22:48:41+00:00
Yes. You can add travel insurance to your online holiday booking with Not Just Travel. If you have already made your holiday booking, you can add travel insurance to your trip by contacting your Travel Consultant. We strongly advise that you buy travel insurance to ensure you are sufficiently covered for any unforeseen emergencies whilst overseas.
If I book with you, how financially protected is my holiday?admin2017-05-01T22:58:10+00:00
Not Just Travel is an Accredited Body Member of Hays Travel Ltd, ATOL 5534. who is a member of Association of British Travel Agents (ABTA) and hold membership number K9413. ABTA and ABTA Members help holidaymakers get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. In addition, all our package and Flight-Plus holidays are financially protected by the Air Travel Organisers Licence (ATOL) scheme to give you peace of mind (our ATOL number is 5534). If the operator fails, then the ATOL scheme makes sure that customers don’t lose their money or find themselves stranded abroad. The ATOL scheme does not encompass accommodation only or flight only bookings. For more information regarding the ATOL scheme and what it covers, visit the CAA website at www.caa.co.uk/atol. Booking a Flight-Plus provides you with protection under our ATOL licence number 5534 in the event of supplier insolvency, but we are still acting as agent for the individual suppliers and a Flight-Plus booking does not constitute a Package. We have arranged ATOL protection for our Flight-Plus holidays. A Flight-Plus is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire from separate suppliers (i.e. not a package holiday). When you make a Flight-Plus booking through we will give you an ATOL Certificate showing what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. On all Flight Plus holiday arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your service providers. Please note however that we have no liability beyond that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers. An ATOL Protection Contribution of £2.50 per passenger is payable to the CAA on Flight-Plus bookings and this will be reflected on your booking summary as a charge for “Flight Plus”. For more details as to when a Flight-Plus exists and the protection provided under the ATOL scheme please see www.caa.co.uk.
When booking by phone, will I be given any invoice confirmation?admin2017-04-27T14:27:36+00:00
During the telephone booking process, you will be asked for an email address where we can send your booking confirmation. If you don’t have access to a computer, we are happy to send all documents to you by post.
Why should I take out Travel Insurance on my holiday?admin2017-05-01T22:52:56+00:00
Adequate travel insurance is a condition of your contract with either Not Just Travel or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your fellow travellers 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. The cost of travel insurance is based on the type of cover requested, the age of the insured, the destination of travel, length of stay and any pre-existing medical conditions. Not Just Travel has some of the most competitive travel insurance in the market which can be found during the purchase process. If we have issued your travel insurance policy, please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. 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.
Can I make a booking on behalf of someone else?admin2017-04-27T14:27:36+00:00
Yes, you can book on behalf of someone else. You will need to have their full name, as detailed on their passport, and also their contact details readily available. This is so we can send them their holiday confirmation and make contact should we have any queries regarding their booking.
Can you hold seats or tell me how many seats are left?admin2017-04-27T14:27:36+00:00
We do not currently offer a facility online to hold or reserve specific seats prior to a confirmed holiday booking. The only way to guarantee the seats you are looking for is to make a holiday booking. We are unable to advise you on how many seats are left on the aircraft, as our computer system only shows if there are enough seats available for your party.
What does Half Board mean?admin2017-04-27T14:27:36+00:00
Half board means that breakfast and another meal, usually your dinner, are included in the price of your holiday. Coffee, tea and fruit juices are normally provided free of charge at breakfast, other soft and alcoholic drinks usually incur an additional cost. In some cases, you can choose to enjoy lunch instead of dinner – your hotel will confirm this upon arrival.
What is the difference between studios, apartments and villas?admin2017-04-27T14:27:36+00:00
Studios usually consist of an open plan lounge and sleeping area, complete with integrated kitchenette and cooking facilities. The beds often convert from sofa beds and the bathroom is separate. Apartments generally made up of an open plan lounge area, kitchen, bathroom and one or two bedrooms, complete with double or twin beds. There may also be additional sofa beds in the lounge. Villas often feature an open plan lounge, kitchen, bathroom, bedrooms and private balcony or terrace. Villas may also offer outside areas, complete with a garden, swimming pool, plunge pool or Jacuzzi. Full details of your chosen villa can be found on your holiday information page.