Frequently asked questions

Most popular questions

    • Latest update:

      Summary - in an incident in Toronto on 23 April a vehicle struck a number of pedestrians near Yonge and Finch. Local authorities have confirmed that they are dealing with a number of casualties, and an investigation is ongoing. The area surrounding the incident has been sealed off, and disruption to local transport services can be expected. Please follow the advice of the local authorities.

      For further information please click here


      We are sad to announce that Monarch Airlines ceased trading at 04:00 today (2nd October) and as a result all future Flights are cancelled. If you are currently in resort and are due to travel home before 15th October the CAA have chartered a number of aircraft to bring customers home and you will not be required to come home early. Your new flight details will be published on the following CAA dedicated website which you will need to monitor to ensure you are on the correct flight home If you are due to travel outbound from the UK on a Monarch flight today please do not go to the airport as you will not be able to travel. We will be contacting all our customers in departure date order from 07:00 today in order to assist you with making alternative arrangements. We expect our phone lines to be extremely busy with long wait times as we deal with customers travelling in the next 14 days, but rest assured we will be in touch with everyone as quickly as possible, if you would like more information please go to the CAA website

      Travel Update: Somewhere2Stay

      Somewhere2stay were part of the Monarch Group which ceased trading today at 04:00. We will be contacting any customers who may have booked their accommodation with us using Somewhere2stay in departure date order in order to assist you with making alternative arrangements. Our phone lines will be extremely busy, but rest assured we will be in touch as quickly as possible.

    • If you have a problem during your holiday please refer to your voucher for the appropriate steps to follow. If you do need our immediate support please call us on 0203 0010107. This is a 24 hour support number.

    • You can add a special request as part of the order process. This request will be passed to the Travel Provider. There is no cost but the request cannot be guaranteed.

    • Latest update:

      Still current at: 3 October 2017

      Updated: 2 October 2017

      Summary - The Las Vegas Metropolitan Police Department (LVMPD) has opened a dedicated telephone line for anyone concerned about specific individuals in the area around the Mandalay Bay Hotel (+1 866 535 5654); if you're in the affected area, we recommend that you contact family and friends to let them know you're safe; the LVMPD has also opened a family reunification centre at its headquarters in Building B, 400 S. Martin L. King Blvd; a number of flights have been diverted from Las Vegas McCarran International Airport - you should check with your airline before travelling.

      For further information please visit the FCO website by clicking here.

    • Weather warnings are in place for the UK from Monday 26th February continuing overnight and throughout the week. There is the potential for travel delays on roads, rail and air travel, as well as possible flight cancellations.

      Customers due to travel within this time, please monitor your airline’s websites for updates and allow extra time to travel to your departure airport. If you suffer disruption with your flights during this time, please contact our Customer Support team on 0207 741 1382 to advise them of your delayed arrival, to ensure that the hotel are notified to keep your room available for you and if you have booked transfers notify the transfer supplier.

      If we are notified your flights are cancelled by your airline we will contact you with further information on how to proceed.

      Customers currently overseas, please monitor airline websites and liaise with your airline directly in the event that your flights experience delays or cancellation. Your airline will then advise you directly on how to make alternative arrangements for your flight home.

      For further information regarding weather warnings, please visit the Met Office website: here.

    • If you haven't received a Booking Confirmation email please contact us via My Account and we will check your booking for you.

    • Please check your flight confirmation. If the confirmation does not display baggage you will need to speak to the airline. Please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. If you need any assistance please 'Contact Us' via My Account.

    • Please check your transfer Voucher for details regarding your pick up.

    • If you haven't received a Booking Confirmation email please log into My Account. If your order is confirmed, you will be able to print all travel documents.

    • If you need to cancel a booking for any reason you should log into My Account and use the 'Contact Us' option. It might be worth checking the Terms of Business beforehand to establish any potential charges.