Frequently Asked Questions
Talk to our travel experts

Our customer support team have listened to your feedback and used their knowledge to put together a list of answers to your most frequently asked questions. To begin browsing our FAQ, please click on the below to find an answer to your questions:

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At the Airport & On Holiday

What currency can I pay with on the flight?

Most airlines allow you to pay in most popular currencies along with visa and debit cards.  Please check wth the airline you are fying with to confirm with specific currency types

What do I do if my luggage is damaged?

In the UK & Overseas
If your luggage is damaged when you arrive either at your overseas airport or on your return back to the UK, we'll compensate you wherever it's possible and appropriate. You'll need to fill out a Property Irregularity Report before you leave the airport, and then log onto our partner's website arrange delivery of your replacement bag.  
Alternatively, you can contact on:

Telephone: +44 (0) 1279 813000, option 2.

What we can do to help
Through, we can give you a suitable replacement bag as full and final settlement of your claim. It'll be delivered to your home address within 10 working days. Alternatively, you can also ask to repair your bag, but this isn't always possible.

Will I have a holiday rep?

YYes on check in you will be given infomation off your rep regarding a meeting for the following day, where they can introduce themselves and give you all infomation for the hotel and surrounding areas, plus answer any questions that you may have.

What time do bag drops open for my luggage?

UK Airports
At UK airports, Bag Drop desks open 2 to 3 hours before your departure time. If you're taking a long haul flight, we recommend you drop off your bags 3 hours before your flight leaves.
Only one person from your party is required to drop off the bags, provided all passengers are travelling on the same booking reference. Just one of you needs to bring all printed boarding passes, passports and luggage to the Bag Drop desk, and then you can all go straight to the departure gates together with your tickets and boarding passes.
Resort Airports
Check-in desks at resort airports usually open 2 hours before departure.
Bag drop desk closing times
At both UK airports and resort airports, desks usually close 45 minutes before departure, so make sure you've checked in at least an hour before you're due to fly.
Checking in with other airlines
Recommended check-in times vary depending on which airline you're travelling with, so make sure you check your tickets/confirmation email for details on when you need to check-in and arrive at the boarding gate. 

Some airlines have individual guidelines so please check with them before travelling.

Where will my transfer be when I arrive?

One of our airport reps will be waiting for you at arrivals showing a SharmDirect board.  Once you give your names to them they will escort you to your transferand then onward to your hotel.

What time is check out at my hotel?

Check out time varies at each hotel, but you'll usually need to leave your room by mid-morning or mid-day on the last day of your holiday. If you're in a villa, you might need to vacate it earlier than this.

When does my all inclusive finish?

Your All Inclusive package will finish when you check out of your room. Some hotels may extend the All Inclusive until you leave the hotel, but this is at the hotelier's discretion. If this applies, you'll find out more when you arrive. In some cases, you can keep using the facilities for an extra charge.

I am on holiday, how can I contact you?

Just before you come to Sharm we will send you an email and on arrival you will recieve a letter from us, in both of these you will find our in resort number and email, where are local experts are waiting to help you.  As well as this you will also have one of our in resort reps visiting you at the hotel.

Which terminal am I flying from?

Please check with your airline which terminal they fly from your sepcific airport

How will I know what time my transfer is to go to the airport from the hotel?

Your hotel rep will have this information for you, usually the day before your check out.  They will contact you to tell you.  All of the information for what times your rep will be at the hotel and how to contact them in resort will be given in your welcome meeting.

What does my board basis include?

Wether your on all inclusive, half board or any other board basis.  Yu will recieve all information of what you are entitlied too, when you check in to the hote.  If you have any further queries before travelling feel free to contact us on live chat or on the free phone number.

How much legroom will I get on the flight?

This is all depending on the airline you are travelling with.  Please heck with the for specific measurements, r to book extra leg room seats you can book this through the airline and with us from your booking area on the website. 

How long will my transfer take to my hotel?

This depends on where your hotel is located, if you are staying in Sharm El Sheikh or Hurghada city your maximum transfer time will be 30 minutes, if you are within the rest of Hurghada region your trasfer can be up to 2 hours.  Please check with us for specific times for your hotel

Can my hotel cater for my dietary needs?

If you've got specific dietary needs, contact us before you book and we'll find out if the hotel can cater for you. We'll also add a note onto your booking to make the hotel aware of your requirements, but it's best to speak to the restaurant staff when you arrive, too.


Can I use an e-cigarette at the airport?

The rules around using e-cigarettes vary depending on which airport you're flying from. We recommend that you check directly with the airport.



Can I carry liquids on the flight?

Airport security regulations state that you're only allowed to carry small amounts of liquids in your hand luggage.

Liquids make up part of your 1-bag hand luggage allowance. You'll need to pack them in containers of no more than 100ml - 3.5fluid Oz and carry them in a clear, resealable plastic bag up to a maximum size of 20cm x 20cm - 8 inches x 8 inches, or that can hold up to 1 litre. Any liquids in containers bigger than this need to be packed in your checked-in luggage.
How to pack your liquids:
Make sure the containers fit comfortably in the bag and that the bag is completely closed. You'll need to ensure the containers are easily visible, too.
You'll need to provide the plastic bag yourself. At most airports they're also available to buy before you go through security. Each person travelling - including infants - can carry 1 plastic bag for liquids.
What 'liquids' means:
Examples of liquids that you should pack as above include:
- Water and drinks, soups or syrups
- Creams, lotions and oil
- Perfume
- Sprays
- Gels - including hair and shower gels - Shaving foam, other foams, deodorants and anything in pressurised containers
- Pastes, like toothpaste
- Liquid-solid mixtures
- Mascara
- Any other items that have a similar consistency.
Medical and dietary liquids:
You'll be able to carry medical and dietary liquids over 100ml, but you'll need to bring a doctor's letter to show at security.
Any liquids you buy from duty free must be carried in a sealed security bag - you'll be given this bag when you buy the item at the airport. You'll need to keep the item and the receipt sealed in the security bag throughout the journey.
Just so you know, security officers might need to open the bag to screen the item. If you're going to be connecting with another flight at your destination airport, let the security officer know and they'll reseal it in a new security bag.



Can I carry baby food and milk on my flight?

Yes, you can carry liquid baby foods or baby milk that's either pre-packaged or made up at home. You can also carry foods for special dietary requirements as long as it's essential for the flight or holiday.

Please give any food or baby milk to staff when you go through airport security, as it'll be screened separately. 

Powder formula
There are no restrictions on taking powder formula, you can carry your baby milk powder to be mixed up during your holiday as part of your luggage allowance. This may also be tested at airport security.

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