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Italy Holiday FAQs

As you are aware there has been a sustained increase in cases of Influenza A virus H1N1 globally. The World Health Organization is working closely with the public health authorities around the world to minimise the spread of the infection and it is essential that we all play our part in helping to reduce the spread.

As normally happens with flu the infection has been transferred to some others who have been in close contact with an infected person. The clinical symptoms with H1NI are similar to typical influenza and include fever, cough, sore throat, body aches, headache, chills and fatigue. Some report diarrhoea and vomiting.

World Health Organization Statement

At this stage, effective and essential measures include heightened surveillance, early detection and treatment of cases, and infection control in all health facilities. The WHO advise that there should be no restriction of regular travel or closure of borders. People developing symptoms following international travel should seek medical attention, in line with guidance from national authorities.

UK Foreign Office Advice

The UK Foreign & Commonwealth office have upgraded the travel advice to include reference to the H1N1 virus but there is currently no restriction of regular travel or closure of borders as a result of the virus.

Advice for travellers

Preventing the spread of germs is the single most effective way to slow the spread of infections such as flu.To follow are some good practices that will reduce the spread of infections.

• follow public health guidance at your destination
• wash hands with soap and water; use waterless alcohol-based hand gels when soap and water is not available
• avoid touching your nose, mouth or eyes, to prevent the spread of germs
• cover your nose and mouth with a tissue when you cough or sneeze and dispose of the tissue promptly
• keep hard surfaces (e.g. door handles, countertops) clean using a normal cleaning solution
• ensure that children follow similar advice
• Passengers travelling to Europe should carry a European Health Insurance Card (EHIC)

In the event that you or a member of your family or party develops flu like symptoms let your representative or hotel receptionist know so that arrangements can be made for you to see a doctor.

Upon return to UK

Information about H1N1 is available at most ports on entry into the UK; there are no other specific processes at ports unless a traveller displays symptoms or reports illness compatible with H1N1.

Travellers are advised to monitor their health for seven days after the visit. If you develop a high fever, with cough, sore throat, headache and muscle aches, you should:

• contact your GP by phone or call NHS Direct (0845 4647) and inform them of your travel history (do not go to the surgery or hospital – call in advance)
• limit contact with other people
• cover your nose and mouth with a tissue when you cough or sneeze and dispose of the tissue promptly
• wash hands with soap and water
• keep hard surfaces (e.g. door handles, countertops) clean using a normal cleaning solution

If you would like further information on H1N1, the UK government has set up a special helpline. The telephone number is 0800 1 513 513.

Citalia, in association with the Federation of Tour Operators and ABTA is working with the U.K. Department of Health to ensure that all is done to safeguard your health.
Dated 21 July 2009

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 Customer Services Department on 0844 800 0746 (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 member 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 £45 per booking plus any non-refundable costs arising from the contract terms of our suppliers. However, if you change your booking within 56 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)

• 56 days or more loss of deposit
• 55 - 29 days 50% or deposit if greater
• 28 - 22 days 70% of deposit if greater
• 21 - 8 days 90% of deposit if greater
• 7 - 0 days 100% of deposit if greater

In certain cases the carrier or hotelier may apply a higher cancellation charge. Please enquire at the time of cancellation.

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

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 23kgs per piece luggage allowance in World Traveller Plus & Club Europe
• 3 pieces not exceeding 23kgs per piece luggage allowance in Club World and FIRST

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

ALITALIA

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

• Depart from London Heathrow – Terminal 4

MERIDIANA

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

• Depart from London Gatwick – South Terminal

KLM

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

• Depart from London Heathrow Terminal 4
• Depart from Birmingham Terminal 2
• Depart from Manchester Terminal 2
• Depart from Glasgow Main Terminal

AIR FRANCE

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

• Depart from London Heathrow Terminal 4
• Depart from Birmingham Terminal 1
• Depart from Manchester Terminal 2

LUFTHANSA & LUFTHANSA ITALIA

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

• Depart from London Heathrow Terminal 1
• Depart from Birmingham Terminal 1
• 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 3
• Depart from Glasgow Main Terminal

JET2

• 1 piece not exceeding 22kgs luggage allowance

• Depart from Manchester Terminal 1

BMIBABY

• 1 piece not exceeding 18kgs luggage allowance

• Depart from Birmingham Terminal 1
• Depart from Manchester Terminal 3

THOMSON AIRWAYS

• 1 piece not exceeding 23kgs luggage allowance

• Depart from London Gatwick – North Terminal
• Depart from Birmingham Terminal 1
• 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 1

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

• 1 piece not exceeding 20kgs luggage allowance

• Depart from Birmingham Terminal 2
• Depart from Manchester Terminal 3

It is a condition of travel that you and every member of your party take out adequate insurance for your holiday. If you do not you may be refused boarding.

We have negotiated excellent Travel Insurance with Citybond Suretravel who are regulated and authorised by the Financial Services Authority. We offer a full range of travel insurance, with prices starting from as little as £16 per adult and £8 per child.

You can buy these policies by calling 0800 232 1802 .

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.