FAQS

Two new processes will be introduced from late 2025 to the end of 2026.

These will be known as the EES and the ETIAS.

Further information on each is listed in the below FAQs.

ABTA have also produced a useful webpage with more information here .

The EES is the EU Entry/Exit Scheme.

This will replace the physical stamping of passports when you arrive and depart an EU country. Upon arrival you have your photograph taken along with a scan of your fingerprints. 

This will be rolled out through all EU destinations from the 12th October 2025. This will apply to all British passport holders; however children under the age of 12 will be exempt from the fingerprint scan.

For the majority of EU airports, this process will be completed at self-service machines in the passport control area. These self-service machines will speed up the arrival and departure process.

If you are travelling on a cruise; you will only be required to complete the EES process upon arrival and departure - not at each port of call.

Further information on the EES process can be found here. 

This does not apply to travel to/from Ireland or Cyprus.

ETIAS is the European Travel Information and Authorisation System.

This is similar to the ESTA which is required for travel to the USA. This is a form of travel authorisation and not a visa.

This will be required for travel to all EU countries from late 2026. Once a date is confirmed we will update this webpage.

An ETIAS will cost €7 per person and will be valid for three years from the date of purchase. Should your passport expire during the three year period, the ETIAS is non-transferable. It will also not be valid if it expires during your stay in an EU country.

For travellers under the age of 18 or aged 71 and over; ETIAS will be free of charge.

A number of fraudulent websites are already in place - the only official website where you should apply is https://travel-europe.europa.eu/en/etias .

Further details on the ETIAS can also be found on the above webpage. 

This does not apply for travel to Ireland or Cyprus. 

When you call us, you are guaranteed a personalised and high-quality service that is tailored to your specific travel preferences. We ensure your experience is seamless with all details taken care of. We take the time to listen and understand your travel needs to ensure you have the holiday of a lifetime. You can expect a high level of professionalism, personalisation, and a commitment to creating an extraordinary travel experience tailored to you.

Our Italy Experts  will share their expert advice about various destinations and recommendations to help you make informed decisions about your travel plans. Based on your preferences our team can design a tailored itinerary that includes flights, accommodation, private transfers and experiences that match your interests. Your Italy Experts will be with you every step of the way to ensure a memorable trip.

Your balance can be paid in full or by instalments here Pay your balance online.
 
To make a payment you will require:

• Booking reference
• Lead passenger surname
• Departure date

You can also make a card payment by calling 01293 699990.

The full balance of the holiday must be paid no later than 16 weeks prior to departure. Failure to do this may result in your holiday being cancelled and charges made accordingly.

For customers where travel is within 16 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.

Your Personal Travel Planner will confirm your final balance due date.

Instalment Payment

You now have the option to pay for your holiday in monthly instalments using your debit or credit card. You will be able to select which day of the month to set as your scheduled monthly payment date, then sit back and wait for the arrival of your travel documents. If you wish to enrol at a later date please call us on 01293 699990. Full balance must be paid no later than 16 weeks prior to departure. There is no additional charge for this service.

We offer a deposit scheme on many of our bookings. If a deposit is payable your Personal Travel Planner will advise the amount to secure your holiday.

Once you have confirmed your booking either on-line or with your Personal Travel Planner, you will receive your Booking Confirmation & Invoice from us within 24-hours.

Your itinerary and final travel documentation will be sent via email a minimum of 10 days prior to your departure.* 

Please note that all flights now operate an e-ticket system, and most accommodations and transfers no longer require vouchers.

We do recommend that you keep a copy of your document handy when you travel in case you need it at the airport or on arrival at your hotel.

*As we step up our efforts to minimise our paper usage and carbon footprint, we are no longer sending correspondence by post.

Transfer times and pick up points for your holiday will be sent to you on text the day before your onward journey.  Your Personal Travel Planner will call you by phone 7-10 days before you travel to check we have the correct mobile number you are taking abroad.

All relevant contact details, including emergency contact, will be found in your final travel documentation which you will be issued a minimum of 10 days prior to departure . Your Personal Travel Planner will also run through this information with you on the phone when they call you 7-10 days before you travel.

Yes, most airlines allow you to check-in online. Please see below information on how to check-in online for individual airlines (updated May 2022).

Seats with extra space can be pre-booked on a number of airlines for an extra charge, however these are subject to availability and some airlines do not allow you to prebook. These seats are often close or next to emergency exit doors, behind a bulkhead or behind a dividing wall. They may therefore have additional space in front of the seat, but not always additional room to stretch your legs out. To check availability and book extra legroom seats please call our Customer Services Team.

Emergency exit row seats are only available to passengers who are able to move quickly and operate the emergency exit without difficultly if necessary, in line with European Aviation Safety Authority (EASA) regulations. These regulations have been put in place by the EASA and are for the safety of all passengers. The cabin crew have the final say and we kindly ask that their decisions are respected.

Some factors can restrict passengers from using exit seats:

• physical or mental impairment or disability
• age or sickness
• physical size
• who requires an extension seatbelt
• passengers who have difficulty moving quickly
• anyone under the age of 14 (whether accompanied or not)
• those under the influence of alcohol
• travelling with an assistance animal

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.

Please note that on some of our British Airways routes, there may be restrictions on the benefits that you would normally receive as an Executive Club Member. These restrictions occur when the seats are bought from an allocation we have on certain routes. If you would like clarification on whether these restrictions occur on the flights you would like to select, please call us and one of our Personal Travel Experts will be able to detail any restrictions or find alternatives for you where there are no restrictions.

We want to make sure that your trip goes as smoothly as possible. Our team are dedicated to finding the right holiday to match your needs, whether that be access requirements, reduced mobility, disability (including non-visible) or allergen requirements.  

Please visit our Accessible Travel webpage to learn more about how we can help: Citalia Accessible Travel Hub

Some of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. This website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: caa.co.uk/home/.

Please see our booking conditions at https://www.sovereign.com/about/terms-and-policies/. For more information about financial protection and the ATOL Certificate go to: www.atol.org.uk. We will provide you with financial protection for any package holidays you buy from us that do not include travel by air by way of a bond held by ABTA. For further information, visit the ABTA website at https://abta.com/. If you book arrangements other than an ATOL protected flight or a package holiday, the financial protection referred to above does not apply. Our ATOL number is 0285 and our ABTA number is V4068.

 

If you made your booking through a Travel Agent your certificate will be handed to you at the agency.

If you made your booking online direct with us, a certificate will be sent to you via email shortly after your complete your booking.

If you made your booking direct with us via our Call Centre, your certificate will be emailed to you shortly after we complete your booking, or if you do not have an email address your certificate will be posted to you within 24 hours Monday-Friday / 48 hours Saturday-Sunday.