Your Questions Answered!

A. ABTA
Bookable Holidays is a fully bonded member of ABTA (The Association of British Travel Agents) so your money is protected. All package holidays sold on this web site are covered by our ABTA Bond (ABTA K2109).

All package holidays shown, which include air travel are ATOL protected by the Civil Aviation Authority. In some cases we act as agents for licensed tour operators: the relevant ATOL number is displayed with each holiday. In others we are the tour operator: our ATOL number is 9785. For flight only bookings we act as agents for licensed tour operators, except for scheduled flights which are e-ticketed or when the tickets are sent to you within 24 hours of payment being accepted. ATOL Protection extends primarily to customers who book and pay in the United Kingdom.

A.A charge is made on all Credit and Debit card transactions as follows:
3.5% on all credit cards
2% on all debit cards
5% on all AMEX cards

A. All balances are due 12 weeks prior to departure if you book your holiday more than 12 weeks before departure you may be able to pay deposit please check at the time of booking if this is possible.

A. For information on passport/visa requirements and other general travel Requirements please go to the following website. www.wtgonline.com

A: Many countries have widely different immunisation entry requirements - it is best to consult your GP well before departure to ensure that you fulfil these.

A: Different airlines apply different rules to women who wish to fly during pregnancy. Some airlines may only allow travel up to the 28th week. It may be a requirement to have a note from your doctor confirming that you are fit to fly. Please ensure you have adequate insurance cover for your holiday as many policies only cover up to the 28th week. Please check your travel insurance policy for any restrictions which apply to travelling whilst pregnant.

A: Self-catering means that no meals are included in the cost of your accommodation/holiday package, but you will be provided with catering facilities in your accommodation to cook light meals.

A: Half-board means that your breakfast and evening meal is included in the price you have paid for your accommodation/holiday package.

A: Bed & breakfast means that breakfast is included in the price you have paid for your accommodation/holiday package.

A: All-inclusive means all meals and drinks are included (This may vary depending on the accommodation). You may also be entitled to entertainment laid on by your hotel. Find out more about our all inclusive holidays.

A: Room-only means that no meals will be included in the price you have paid for your holiday package and it's very likely there will be no facilities for cooking.

A: Full Board means that breakfast, lunch and evening meal is included in the price you have paid for your accommodation/holiday package. Full board does not include drinks.

A: Typical facilities for studios / apartments / villas:

Studios: Usually consist of an open plan living/sleeping area with kitchen, bathroom, 2 beds in each bedroom and in some instances double beds. Additional beds will normally be sofa beds.
Apartments: Usually consist of an open plan living/sleeping area, kitchen and bathroom, 2 proper beds in each bedroom and in some instances double beds. Additional beds will normally be sofa beds.
Villas: Generally consisting of an open plan lounge, kitchen, bathroom, proper beds in each bedroom & private terrace. Where stated they feature private swimming pools and gardens.

A. The question of star ratings is a difficult one for anyone in the travel business. Unlike other hard facts, such as the existence of a pool or the proximity of the beach, there appears to be no universally recognised standard between countries. This leaves us with the option of using official ratings (i.e. those awarded by the tourist body of the country in question) or using a rating awarded by an accommodation supplier selling to the UK market. We do not use the first option since standards vary so much from country to country, and in any case an official rating is still only a matter of local opinion. On balance we believe that the second option gives the customer the best chance to compare accommodation across countries.

A. Through experience and listening to customer feedback we've found that in most cases it is actually cheaper and much more convenient to arrange your own taxi transfers in resort. This is why all our online quotes do not include transfers. If you do require transfers please mention this to your sales agent and they will be happy to add them at the time booking or alternatively e-mail our after sales team. Link to Express Pass here

Click here for terms and conditions and business / service charges

A. You will receive written confirmation 7 to 10 days after you have completed your booking (this could take longer in peak season and may take up to 14 days) we do not provide confirmation by email. If you require your accommodation or transfer vouchers please complete an express pass to administration where your vouchers will be forwarded to you by email. It is the passenger's responsibility to ensure they have all relevant documentation before they travel. Link to Express Pass here

A. If you are required to make a change to your booking, in the first instance this request must be submitted in writing by the lead passenger. We accept requests by Fax, email, express pass or by post. Any changes to your booking will incur charges from your Tour Operator plus a £40 per person amendment fee. Please be aware the closer to the date of travel the higher the amendment/cancellation fee will be.

A. You can pay your balance by either contacting us via the express pass system where a member of the Administration team will contact you for your payment details. Please note there is a 3.5% credit card charge, 2% debit card charge and a 5% American Express charge. Alternatively you can send a cheque made payable to Bookable Holidays to the following address:

Bookable Holidays Limited
Unit 2, Zodiac House
Calleva Business Park,
Aldermaston
Berkshire
RG7 8HN

Please write your reference/document number on the reverse of the cheque.

A. If you wish to cancel your holiday, please note this request MUST be submitted in writing by the lead passenger only, once this has been received into our office we can contact the relevant Tour Operator to obtain the correct cancellation charges. Please note, once your holiday is booked by our sales clerk ALL terms and conditions will apply.

A. All hotel and transfer vouchers will be sent to you with your confirmation unless you are traveling within 14 days of travel when the vouchers will be emailed you at the time of booking. If you have not received your vouchers then please complete an express pass to administration where your vouchers will be forwarded to you by email. It is the passenger's responsibility to ensure they have all relevant documentation before they travel.
Link to Express Pass here

A. Most bookings made within 14 days (21 days in high season) of travel will be a ticket on departure (you will collect your tickets from the flight operators desk at the airport). Where tickets are to be posted to you prior to travel they will usually be sent out 5-10 days prior. All flight tickets that arrive at our offices from the airlines are forwarded on to customers that day. We apologize if yours do not arrive in time to be posted, however Bookable Holidays has no direct control over when the airlines print and send their flight tickets on to us.

A. Generally the same rules as above apply for e-tickets, however your e-tickets will be sent to you via e-mail to the address we hold on record for you. If you have not received your e-tickets within 5 days of travel then please contact us by the express pass.

A. Ticket on Departure (TOD) normally means that you have booked at short notice and rather than rely on the postal service to make sure you receive your tickets you simply collect them using the supplied voucher/reference number at the relevant ticket desk of your departure airport. The collection details will be provided on your paperwork and in general will be from the flight operator's desk in the terminal building at your departure airport. In some cases tour operators use airport agencies to distribute their tickets at the airport in which case you will need to go to the relevant agency desk at the airport. If you have any problems with this then please see the information desk at the airport and tell them which flight operators you are flying with.

A. All airlines have a standard baggage allowance which is included in our online prices. For some airlines this is only a 5kg-10kg piece of hold luggage for others it may be 20kgs hold luggage and 5kgs hand luggage. For some airlines it is 15kgs hold luggage and 5kgs hand luggage. It can vary greatly and what allowance you are entitled to will show in the booking conditions of your airline. In some cases certain charter and No Frills airlines may charge to check in hold baggage. Where this is the case you will be offered the option to add this to your booking. Please note Bookable Holidays does not set luggage allowances and has no control over what individual airlines will allow. For further information on your airlines policy please refer to your airlines booking terms and conditions available on your booking summary. If you would like to add hold bags to a booking you previously declined them on, or if you would like to increase your luggage allowance, where available, then please submit an express pass to our administration team.
Link to Express Pass here

A. Many airlines no longer offer in flight meals as standard. Where these are included it will be clearly marked on your flight tickets or paperwork. Where we are able to offer you the option to add meals to your booking then we will do so. Should you wish us to add in flight meals to your booking, providing time permits and there is availability, we can do this for £15 per person plus any Bookable Holidays service charges. If you would like to add on in flight meals then please submit an express pass to our administration team. Please note most airlines will offer a pay on board trolley service.

A. Yes flight times should be confirmed direct with the airline concerned 24-48 hrs prior to departure from the UK and whilst in resort. Direct contact details for your airline can be found on your flight tickets.

A: To find out which terminal you are flying from, we advise you visit the BAA website and navigate to the relevant airport.

A: To check the status of your flight, we advise you to visit Flightstats.com and enter your flight number.

A. Check in for most airlines is 2/3 hours prior to departure if you are collecting your tickets at the airport please leave extra time, it is the customer's responsibility to make sure they leave adequate time to check in.

A: Please let us know as soon as possible if you need assistance. We need to inform the airline about your needs at least 14 days before departure, to make sure all the necessary personnel and equipment is to hand.

A: Within your hand baggage you may carry: Small quantities of liquids only if:
They are in individual container(s) no larger than 100 millilitres (3.5 fluid oz).
The container(s) are carried within one transparent re-sealable or zip-top plastic bag with a capacity not exceeding 20 cm x 20 cm or 8 inches x 8 inches or one litre capacity. Customers will be responsible for providing their own re-sealable plastic bag.
The contents of the plastic bag must fit comfortably, are easily visible, are not packed on top of each other and the bag is completely closed.
For a guide to the security requirements for all passengers departing from UK airports and advice that will help passengers pass through the security search point as quickly as possible please view Airport Security from the Department for Transport.
For additional up to date information on security issues and regulations please visit the British Airports Authority (BAA) website.

A. You may add a transfer to your reservation subject to availability and no later than three working days prior to departure.

A. Taxis at all of the major airports operate 24-hours a day. It is always good practice to agree a fare before setting off; although rare it can be easy for drivers to take advantage of tourists.

A. In most cases there will be reps at the airport to meet you and holiday reps will also be available during office hours in your hotel, but it does depends on which company your accommodation has been booked through. This will be advised at the time of booking.

A. Please send an express pass to administration with your special request. This will be forwarded to the relevant parties to action. Please note this is only a request not a guarantee and you will be advised in resort if your request has been successful.
Link to Express Pass here

A. If you have purchased a low cost carrier flight for example Easy jet or Jet2 to Spain or the Spanish Islands you will be required to advise us of the following information prior to departure:

� Nationality
� Passport Number
� Valid from and Expiry date.
� Place of Issue
� Date of Birth

A: Yes! It is extremely important that you take out adequate insurance even for short trips or visits to Europe. The travel insurance policy we provide is an excellent low-cost scheme. It is important to take this out at the time of booking so that you are adequately covered in the event of cancellation (subject to reason). Most tour operators make it a condition of booking that you have adequate cover.

A. Yes you will. If you already have travel insurance check your policy to see if you are covered for Winter Sports. If you are not, ask one of our sales clerks to provide you with a quote for the relevant cover.

A. Your travel confirmation acts as your insurance certificate you will receive this along with a Rock Insurance booklet explaining your cover and how to make a claim.

A. When traveling on flights departing the UK after midnight, your room will be reserved from noon the previous day. You must normally therefore check out of your room by 12 noon on the day before a night flight home or on the departure date for an evening flight. We can request a late check out room for you. However this is not guaranteed and where available you will have to confirm and pay for its availability with the hotel reception upon your arrival. We have no facility available for us to book this for guests before arrival.

A. All enquiries and problems in resort should be reported to your hotel reception at your earliest convenience. You must ensure that you give them and the hotel management every possible opportunity to rectify any problems you may have. It is important that matters are reported, whereupon efforts can be made by either the hotelier or the hotel supplier to provide a resolution. If a customer encounters a problem and it is not reported, then this could well affect the overall enjoyment of the holiday. Furthermore, if we are only advised of the complaint on return to the UK, then there is little we can do to assist after the event. Should your hotel provider supply a rep service at your hotel your resort representative contact details will be available from the reception staff and/or be displayed on a board in the reception area of your hotel. Failing that contact details for your local resort agent or rep can be found on your hotel voucher. If you cannot contact any of the above then please contact our After Sales team during normal office hours by telephone on: +44 1189 707 477 or by fax on: +44 1189 707 472. The normal office hours and UK contact numbers for all departments can be found on the Contact us section of our website.

A. If we or any other person in authority is of the reasonable opinion that you or any member of your party is behaving in such a way as to cause or be likely to cause danger or upset to any other person or damage to property, we or the supplier concerned will be entitled to terminate the holiday of the person(s) concerned. The person(s) concerned will be required to leave the accommodation or other service and neither we nor the supplier concerned will have any further responsibility to them including any return travel arrangements. No refunds will be made and we nor the supplier concerned will pay any expenses or costs incurred as a result of the termination.
You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your time away. Payment must be paid direct at the time to the service supplier concerned failing which, you will be responsible for meeting any claims subsequently made against us or the supplier concerned (together with ours, the supplier's and the other party's full legal costs) as a result of your actions.

A. Complaints must be submitted in writing within 28 days of returning from your holiday to:

Complaints Departments
Bookable Holidays Limited
Unit 2, Zodiac House
Calleva Business Park,
Aldermaston
Berkshire
RG7 8HN

Please include any receipts for out of pocket expenses and a signed complaint form from your representative or hotel management.

A. Once your complaint is received into our office an acknowledgement letter will be sent to you confirming receipt of your complaint. In most instances a reply will be sent to you within 28 days, however in some circumstances it may take up to 6 weeks for a reply.

A. If you are not happy with the reply to your complaint you must again submit this in writing to the Complaints Department. Please state what you are not happy with and we will forward your letter on to the Tour Operator involved for further comment.