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How can we help you?

We want to provide you with the assistance you require as quickly and efficiently as possible. Below you will find answers to the most frequently asked questions and the relevnat contcat details so thatr you can get in touch with us:

When can I expect my flight tickets?

Most bookings made within 2 weeks of travel will be a ticket on departure. Tickets are collected from the tour operator desk at the airport at least 2 hours prior to departure. For bookings made further in advance tickets will usually be sent out 5-10 days prior to the holiday. All tickets are sent to and then forwarded on to customers. has no direct control over when airlines send the tickets to us.

What is an e-ticket?

To improve the efficiency for both airlines and passengers some airlines now issue tickets electronically. If the airline you have booked with issues e-tickets you will be sent the tickets via the email address provided at the time of booking. You will then need to print the tickets off to take with you to check in for your flight.

What if I dont get my tickets?

If you have not received your tickets 3 days prior to departure you can contact us on 020 3474 0579 and we will arrange for the tickets to be picked up from the tour operator desk at the airport. We can also arrange for most airline tickets and vouchers to be sent via email so you can print off the tickets to take with you to check in at the airport. If your flight is booked with a low cost operator you only need the reference number on your flight voucher.

What if the details on my ticket are incorrect?

If any of the details on your tickets are incorrect you should contact us immediately on 020 3474 0579

What is Advanced Passenger Information (API)?

It is a requirement for specifice countries to provide Advanced Passenger Information. This involves collecting passport details from the passengers travelling and should be provided before the date of departure.

What is my baggage allowance?

Baggage allowance is between 15 and 20kgs per passenger plus one item of hand luggage that should weigh no more than 5kgs and fits easily into the overhead locker. For further information on your airlines policy please refer to their booking terms and conditions available on your holiday documents. Please note as baggage allowance changes periodically it is your responsibility to check with the airline your baggage allowance.

How do I increase my baggage allowance?

In most cases you are able to increase your baggage allowance prior to departure. The cost of extra luggage varies between airlines for more information call us on 020 3474 0579

Will I be given special assistance?

If you need any kind of special assistance please let us know as soon as possible so we can inform the airline of your requirements. Call us on 020 3474 0579

What do I do with the accommodation voucher?

The hotel voucher issued by on behalf of the accommodation supplier should be presented at the hotel reception upon your arrival.

Can I change my hotel once I have booked?

If you wish to change your hotel please contact us at If you have read poor reviews for your hotel on sites such as trip advisor, please remember that the reviews posted are by people who generally have an axe to grind. It will be their own personal opinion and that can differ greatly from person to person. All our hotels are checked regularly by the hotel providers and if there are regular complaints the hotels will not be used.

What if I need help in resort?

Any questions or problems should be reported to the hotel reception or if you require further assistance you should contact your accommodation supplier. Some providers will have a rep service or if not the contact details and emergency numbers of your hotel supplier are listed on the hotel vouchers.

How can I add special requests to my booking?

If you wish to add any special requests to your booking either email including your booking reference or call 020 3474 0579. Please note that all requests are not guaranteed

What do I have to do with my transfer voucher?

If you have pre-booked your transfers, you will be sent a transfer voucher with all of your holiday documents. This voucher should be presented to your transfer representative when you arrive at your destination airport. Details of collecting your transfers can be found on the vouchers provided.

Can I change the name on a booking?

Name changes to bookings will depend on the airline which the flights are booked with. Some airlines require the seats to be rebooked and other airlines will charge an amendment fee. If you wish to change a name on a booking please contact our administration department on 020 3474 0579 and we will inform you of the relevant charges.

Can I add a passenger onto my booking?

As long as the flights and accommodation are still available we can add passengers to existing bookings. Please call us on 020 3474 0579 for availability and quote for your additional passengers

What if I need to change the date of my booking?

As airlines do not allow date changes once a flight is booked the existing booking will need to be cancelled at the cancellation charges applicable at the time. A new flight is then booked for the new date at the relevant cost. There will also be amendment fees incurred for the hotel change. Providing there is availability at your hotel on the new date this can be amended for a fee and any increase in the cost of the room will also need to be paid. If you require any further assistance please call us on 020 3474 0579 and we will advise you of the charges relevant to your booking.

When does my balance need to be paid?

Balance payments are due 12 weeks prior to your holiday departure date. This date will be stated on your booking confirmation. To pay the remaining balance of your holiday call 020 3474 0579

What if I want to cancel my holiday?

If you would like to cancel your holiday please contact us at or call us on 020 3474 0579 note that if you cancel your booking, cancellation charges will apply

Is insurance included in the package?

Insurance is not included in our holiday packages. It is strongly advised that you have adequate holiday insurance before you travel. If you would like a quote for insurance please call us on 020 3474 0579

What if I want to make a complaint?

It is our goal to ensure that you have a fantastic, trouble free holiday. If you do experience any problems whilst in resort please report this immediately to your hotel reception, represntative or accommodation supplier. If the local office or agent is unavailable or does not rectify matters, you must contact us to give us the opportunity to resolve the situation. Upon return to the UK all complaints should be sent in writing to is part of Ltd. Ltd is a trading name Broadway Travel Service (Wimbledon) Ltd registered office is at
5th Floor, Jansel House, Hitchin Road, Luton, Bedfordshire, LU2 7XH Ltd an Accredited Body Member of Broadway Travel Service (Wimbledon) Limited, ATOL number 3634. All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go ATOLCertificate