FAQS

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.

For all bookings,  the full balance of the holiday must be paid no later than 14 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 14 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.

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 14 weeks prior to departure. There is no additional charge for this service.

Our standard deposit is £350 per person or 25% of the cost of the holiday whichever is greater.

There may be occasions we require a higher deposit when immediate payment is needed. This could be to secure flights, trains, touring or special offers.

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.

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.

If you or any of your party have a Special Assistance request, please call our team on 01293 762402 with your quote reference to hand. 

If you have already made a holiday booking with us, we will endeavour to make sure your requirements are met.

Wheelchair and special assistance for passengers with reduced mobility and/or sensory impairments can be provided at most airports. It is essential that you arrange this with us at the time of booking to avoid disappointment. If you do not make this request in advance, we cannot guarantee that the service will be available. Simply contact us on 01293 762402 for all new enquiries and existing bookings and tell us the type of assistance required.

If you are planning on taking your own wheelchair we will need to notify the airline of your wheelchair and its dimensions and weight and request for you to use it through the airport; however the final decision lies with the airport staff upon check-in. We would recommend that you also request for airport assistance at the time of booking in case the airport staff does advise you to check-in your own wheelchair, you will get an airport wheelchair to use.

It is recommended that you carry a repeat prescription with the medication in its original pharmacy packaging or a doctor's letter confirming any liquid medication that exceeds the 100ml per bottle limit.

Please inform us of any medical equipment, including medication you will need to use onboard your flight as it may need to be cleared with the airline.

Yes, majority of our Suppliers will have these and we would need to contact them for availability and costs for your dates. Please contact us on 01293 762402 for new enquiries and existing bookings to make arrangements.

This will depend on your party size and the size of vehicle used by our Suppliers in Resort. We would need to contact them to advise of any mobility aids to check and/or arrange vehicle size if needed. If a larger vehicle is required, there may be additional charges incurred.

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.

Keep your latest ATOL certificate safe with your Booking Confirmation and Invoice and your Departure Documents and take it on holiday with you.

If there are changes to your booking and the information provided on the previous certificate changes (more than 72 hours prior to departure), we must issue a new ATOL Certificate. For example, if the flight number of your flight changes, or new passengers are added to the booking. If changes are made to your booking that are not separately detailed on the certificate we will not send you a new certificate. For example, the name of your hotel, or a minor flight time change.

There are 3 different types of ATOL certificate and any air-package or flight booking will fit in to one of the categories. If your booking changes, it may require a different type of certificate or a certificate may be required when it was not previously appropriate.

For example, if you had a flight-only booking and received your flight-only certificate, but then added on an overnight accommodation or a car hire you would then receive a package certificate.

For example, if you booked accommodation-only initially, but then added on a flight, you would initially have received no certificate, but would then receive a package certificate.

If your booking changes from an air package or flight to an accommodation-only booking or a non-air package, a new certificate will not be issued as your booking will no longer be protected under the ATOL scheme.

The amount protected under the ATOL scheme shows on Flight-Only and Flight Plus certificates, but does not show on a Package Certificates.

The amount shown is protected under the ATOL scheme. Certain parts of your booking, such as UK domestic flights, insurance premiums and credit card charges are not included, and therefore will not be part of the protected amount shown.

This does not affect the price or the details of your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you, what you have paid already and the balance that must be paid.

Infants are excluded from the number of passengers, however their names will be included in the list of passengers.

It is a requirement for all passengers names to be listed on the Flight Only and Flight Plus certificate. Package Certificates may contain only the Lead passenger name under the CAA guidelines. Whether all the names appear on a Package Certificate depends on the party size, however all names will be listed on the Booking Confirmation and/or invoice. In addition, only those passengers utilising all of the package or Flight Plus trip will be listed, so if some of your party are only using the accommodation their names will not show.

This does not affect the people who are included in your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you and to make sure that all names are spelt correctly.

There are certain rules that apply to what is protected by ATOL. Certain parts of your booking, such as UK domestic flights, insurance premiums and credit card charges are not included and therefore will not show on your certificate.

This does not affect the price or the details of your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you.

We have agreed with a number of the Travel Agents we work with that they will issue an ATOL certificate to you. This does not affect the level of protection you will receive, we just wanted to make sure you received your certificate as quickly as possible.

If you have booked a package holiday with us that does not include a flight, we will provide you with financial protection by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com. If you book arrangements other than an ATOL protected air package or flight booking, or a package holiday we do not provide financial protection.