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Italy Holiday FAQs

This discount is available to customers who complete their booking online and is shown in the Price Summary on the Holiday Summary page. Online discount is not available on taxes.

Please note that the prices shown on the Search Results page and Hotel Details page do not include the online discount.

Our programme includes a broad range of accommodation to suit all tastes and budgets. To help you make the right choice we have created our own rating system. These, when considered together with the official star rating and price, will help give you a more complete picture of our hotels.

• Exclusive Collection
  Renowned for their exceptional quality, uncompromising levels of service, stylish sophistication and exclusive charm, these exclusive hotels in Italy offer a truly distinctive and enriching experience. They are an ideal venue for a honeymoon, anniversary or any romantic occasion.
• Luxury
  We feature some of the finest luxury hotels in Italy, enjoyed for their high standards and exclusivity. Every attention to detail is catered for in sumptuous surroundings. Our Luxury hotels in Italy are perfect for special occasions.
• Select
  We think these Italian hotels enjoy a special characteristic, whether that’s a perfect location or a particularly good standard of accommodation.
• Charm
  These more personal hotels have a unique sense of style. They may be converted Italian farmhouses or perhaps family-run properties – all with a cosy atmosphere.
• Boutique
  These represent our range of stylish, contemporary hotels in Italy, often designed with a sense of light and space, some with a minimalist approach to furnishing and décor.
• Comfort
  These are mid-range properties that offer good levels of comfort and service for their price.
• Private Villa Collection
  Put together with the help of individuals with experience in the Italian villa market that is second to none, our highly selective portfolio of private villas has been chosen for their locations and quality.

If you have already booked your transport, you can still benefit from our specially negotiated hotel rates and book “Accommodation Only” with us. You will still receive any special offers that we have secured at our hotels, such as free nights, complimentary room upgrades and meals.

Your balance can be paid in full or in instalments by clicking Pay your balance online

To make a payment you will require:

• Booking reference
• Lead passenger surname
• Departure date

You can also make a payment by calling our Accounts Department on 0844 415 1910 (Calls cost 5p per minute plus network extras)

All balances paid by credit card are subject to a 2.5% fee. Should you pay by debit card, then no fee applies.

The full balance of the holiday must be paid no later than 10 weeks before departure. Failure to do this may result in your holiday being cancelled and charges made accordingly. Where travel is within 10 weeks of the booking date you will need to pay the full cost of the holiday at the time of booking, by debit or credit card.

Cheques require 5 working days to clear - cheques that will not clear at least 10 weeks before departure cannot be accepted.

The deposit required at booking stage is usually £180 per person. Some airfares are booked at especially competitive rates to which the airlines may attach severe restrictions. You may be asked to pay for these in full at the time of booking and they may be non-refundable in the event of cancellation.

Please note that the deposit you are required to pay at the time of booking is clearly shown as "Deposit due now" in the Price Summary (on the Holiday Summary page). Where this does not appear it is because full payment is required at the time of booking.

As we step up our efforts to strive for a sustainable office and minimise our paper usage and carbon footprint, we are no longer sending correspondence by post if you have provided us with an email address.

For online bookings you will receive a booking request acknowledgement email the same day. For online and telephone bookings, once your booking is confirmed by us, you will receive your confirmation invoice via email within 5 working days.

For our customers who do not have an email address, when the booking is confirmed by us, you will receive your confirmation invoice by post within 5 working days.

Your itinerary and any other required documents will be sent via email (if provided) or by Royal Mail post, a minimum of 10 days prior to departure. Please note that most of our scheduled flights now operate an e-ticket system - where this is the case, paper tickets will not be sent out and the airline reference number will be included on your itinerary.

Please ensure you retain your itinerary for all aspects of your journey as this may be required for check-in.

If you want to change any details of your booking (e.g. transfer to a different Citalia holiday, departure date, airline, airport, change the number of people booked to travel, change or cancel an excursion or pre-departure special offer etc), we will do our best to help. If you or any members of your party are unable to proceed with the holiday, you can transfer the booking to a substitute person, providing they are suitable; satisfy all the conditions applicable to the original booking and are acceptable to Citalia. Both the person taking and the person leaving the booking will be responsible for paying any additional costs arising from the transfer. We charge an amendment fee of £35 per booking plus any non-refundable costs arising from the contract terms of our suppliers. However, if you change your booking within 69 days of departure, cancellation charges will apply. In the case of name changes, the applicable costs and/or cancellation charges will apply as appropriate.

Important Note: Name changes and/or departure changes are not always permitted by airlines and most treat name changes as cancellations and charge accordingly. These charges will be passed on to you in addition to any other Amendment Fees. Once airline tickets have been issued any changes made to the ticket(s) may result in you having to pay for the cancelled ticket(s) and purchase a new ticket(s) at full cost.

When the price is dependent on the number of people booked into the accommodation and it then varies because you wish to change that number of people, the price will be recosted based on the new party size. Any increase in price per person payable as a result of a part cancellation is not a Cancellation Charge. A separate Cancellation Charge will be levied in respect of bookings cancelled. A new confirmation invoice will be issued as appropriate, on which the Cancellation Charges will be shown.

To make an amendment to an existing booking please contact citcustomer.services@citalia.co.uk

You or any member of your party may cancel your booking, or part of it, once it has been confirmed, but the instructions will only be valid if put in writing and signed by the person who made the booking, i.e. the lead name on the booking. To compensate us for the expense of processing your booking and for the risk that we may not be able to resell the holiday, we charge a cancellation fee on the scale shown below. The amount payable depends on when we receive your written instructions - the more notice you give, the less we will charge. If you have to cancel for reasons covered by your insurance policy you should be able to recover your cancellation charges:

Time before departure when cancellation instruction is received by us

Cancellation charge as a % of total holiday cost (excluding any insurance premiums and any amendment fees already paid to us)

70 days of more

Loss of deposit

69 - 56 days

30% or deposit if greater

55 - 37 days

50% or deposit if greater

36 - 23 days

70% or deposit if greater

22 - 12 days

90% or deposit if greater

11 - 0 days

100% or deposit if greater

In certain cases the carrier or hotelier may apply a higher cancellation charge. Please enquire at the time of cancellation. Other holiday arrangements may have higher charges.

Please contact citcustomer.services@citalia.co.uk for further information.

Child costs or reductions are shown where appropriate and apply to children under 12 years of age on the date of their return travel to the UK when sharing a room with two adults. Once the child reaches their 12th birthday, they are then classified as adults. Children under the age of 2 years old are classified as infants. Infants who reach the age of 2 years while on holiday must be considered as being a child.

Where possible, you can change your chosen flight during the booking process, either at the “Hotel details” stage, by clicking the “Flights” tab at the top, or at the “Holiday Summary” stage by clicking on “Change flights”.

It is always best to check-in early - it is recommended that you check-in at least 2 hours before departure.

British Airways	Alitalia	Meridiana	KLM
Air France	Lufthansa & Lufthansa Italia	BMI	Easyjet
Jet2	BMI Baby	Thomson Airways	Monarch
Thomas Cook	Fly BE	All other airlines

As many airlines operate different policies regarding hold baggage, we have provided the information below as a guide. In addition to assist with your travel plans we have included detail for departure terminals. Should you wish to enquire about opportunities to upgrade your flight in any way, please do not hesitate contact our Customer Service department on the number stated on your itinerary.

Unless otherwise stated on your itinerary, your flight will consist of the following:

BRITISH AIRWAYS

• 1 piece not exceeding 23kgs luggage allowance in World Traveller & Euro Traveller
• 2 pieces not exceeding 32kgs per piece luggage allowance in Club Europe

• Depart from London Heathrow Terminal 5
• Depart from London Gatwick North Terminal
• Depart from Manchester Terminal 3

If you are departing from Glasgow, Edinburgh, Aberdeen, Newcastle and Jersey you will be departing from the main terminals.

ALITALIA

• 1 piece not exceeding 23kgs luggage allowance in Economy and Business Class

• Depart from London Heathrow – Terminal 4

MERIDIANA

• Economy, Citalia customers have one checked in bag up to 20kg included.
• 30kgs luggage allowance in Business

• Depart from London Gatwick – North Terminal

KLM

• 1 piece not exceeding 23kgs luggage allowance in Economy Class
• 2 pieces not exceeding 32kgs per piece luggage allowance in Business Class

• Depart from London Heathrow Terminal 4
• Depart from Birmingham Main Terminal
• Depart from Manchester Terminal 3
• Depart from Glasgow Main Terminal

AIR FRANCE

• 1 piece not exceeding 23kgs luggage allowance in Economy Class
• 2 pieces not exceeding 32kgs per piece luggage allowance in Business Class

• Depart from London Heathrow Terminal 4
• Depart from Birmingham Main Terminal
• Depart from Manchester Terminal 3

LUFTHANSA & LUFTHANSA ITALIA

• 1 piece at 23kg luggage allowance in Economy
• 2 pieces at 32kg luggage allowance in Business

• Depart from London Heathrow Terminal 1
• Depart from Birmingham Main Terminal
• Depart from Manchester Terminal 1

BMI

• 20kgs luggage allowance in Economy
• 30kgs luggage allowance in Business

• Depart from London Heathrow Terminal 1

EASYJET

• 1 piece not exceeding 20kgs luggage allowance

• Depart from London Gatwick - All flight numbers between 8000-8999 will depart from the North Terminal. All other flights depart from the South Terminal
• Depart from Manchester Terminal 1
• Depart from Glasgow Main Terminal

JET2

• 1 piece not exceeding 22kgs luggage allowance

• Depart from Manchester Terminal 1

BMIBABY

Bookings made before 5th January 2011:

• 1 piece not exceeding 18kgs luggage allowance

Bookings made after 5th January 2011:

• 1 piece not exceeding 22kgs luggage allowance

• Depart from Birmingham Main Terminal
• Depart from Manchester Terminal 3

THOMSON AIRWAYS

• 1 piece not exceeding 20kg luggage allowance for Economy Class
• 1 piece not exceeding 23kg luggage allowance for Premium Class

• Depart from London Gatwick – North Terminal
• Depart from Birmingham Main Terminal
• Depart from Manchester Terminal 2
• Depart from Glasgow Main Terminal

MONARCH (MON & ZB)

• 1 piece not exceeding 20kgs luggage allowance

• Depart from London Gatwick – South Terminal
• Depart from Birmingham Terminal 1
• Depart from Manchester Terminal 2

THOMAS COOK

• 1 piece not exceeding 20kgs luggage allowance

• Depart from London Gatwick – South Terminal
• Depart from Birmingham Terminal 1
• Depart from Manchester Terminal 1
• Depart from Glasgow Main Terminal

FLY BE

• Depart from Birmingham Main Terminal
• Depart from Manchester Terminal 3

All other airlines

For other luggage allowance information, please refer to your travel documents.

Some airlines offer a greater allowance than the average on certain routes. The total allowance on some local flights using light aircraft may be restricted. Carriage of excess baggage is at the airline's discretion and often only on payment of an appropriate fee.

Airport and Airlines policies may change without notice for security or commercial reasons. This information is therefore a guide only and is subject to change without notice

Cabin / Hand / Carry On Baggage - All Airlines

All airlines have differing specifications for cabin baggage. Due to the nature and the number of restrictions, which may be destination specific, we advise all passengers to check the relevant airline's website for full comprehensive details.

If you have any special requests (such as vegetarian meals, airline seats, specific floors in a hotel etc.) you must advise us of these at the time of booking or at least 8 weeks prior to travel. We shall do our best to meet your requirements but we cannot guarantee that they will be provided. Any failure to meet special requests will not be a breach of contract on our part. We regret we cannot accept any booking which is conditional upon the fulfilment of a particular request.

Once you have booked please call 0871 200 2004 to request special requirements, quoting your booking reference number. Calls cost up to 10p/min (0871 numbers) plus a 3p set up fee from a BT landline. Mobile and other providers' charges may vary.