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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After Travel

My luggage is lost or delayed what do I do?

 What do I do if my luggage is lost or delayed?

You'll need to report lost or delayed baggage at the airport by filling out a Property Irregularity Report and then calling the number on the form. For the first 5 days of baggage tracing, please contact the airport where you reported your baggage as missing.

Making a claim
Just so you know, we have limited liability in cases of delayed delivery and lost or damaged baggage under the Montreal Convention, so you may wish to make a claim through your travel insurance provider.


You can also contact the airline to make a claim of lost luggage if they have found it.

My luggage was damaged what do I do?

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.

When will I get a reply about my complaint?

We're sorry that you have cause to contact us about your holiday experience. The best way to get in touch is through our live chat or call one of our experts on our freephone number. We'll send you an email acknowledgement, and a response to your complaint within 28 days.  Please note - we're only able to send responses or compensation to the lead passenger on your booking. 

I was charged an excess baggage charge at the airport, am I entitled to a refund?

There may be a charge if you exceed the baggage allowance stated on your documentation or on your pre-booked extras receipt. If this was your flight coming back to Uk any queries must be raised at the airport as refund can't be processed in the UK. For flights leaving the UK please contact your airline or airport that you flew from.

I want to give feedback for you, how can I do this?

On your departure we will send you an email, in this you will have a link to our short questionnaire where you can give any feedback.   All of these are read, and any suggestions you have we look in to, to help strengthen and build ourselves a a company.

I have a complaint, who do I contact?

We're sorry that you have not enjoyed everything about your holiday, and hope that we can help to resolve this.
If you have a complaint whilst on holiday with us, please ensure you inform your representative, the accommodation management or airline staff immediately. If we cannot resolve the problem at the resort or during your flight, you must notify us of your claim within 28 days of your return from holiday.

I had an accident whilst on holiday, how do I report this?

If you had an accident or injury and notified the resort team or your rep of this whilst you were on holiday, then you should contact us, by email within 3 months of your arrival back to the UK.   If you have any documents that have been provided by a doctor or hospital then please send these.  If you did not contact anybody in resort please state this when you contact us.

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