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FAQ

1. What are gift cards and vouchers and how does it work?

Our gift cards and vouchers can be redeemed as payment or part-payment on our travel products. Gift cards of £50 or more can be used for multiple bookings until the full value has been redeemed, providing the card hasn't expired. Gift cards can also be used with a credit card if the booking cost exceeds the credit on the gift cards. However, gift cards and vouchers worth less than £50 can only be used once. Flight-only, hotel-only or holiday-only gift cards or vouchers can only be used on the designated product, but Travel 360 cards can be used on any travel product. Gift cards and vouchers cannot be used in conjunction with other promotional codes or vouchers. Gift cards are valid for 12 months from the purchase and must be activated or sent as a gift within one month.

2. How do Flight+Hotel or Hotel only packages work?
Our Hotel and holiday packages are designed to give loved ones the guarantee of a pre-paid, package holiday, whilst also giving them the flexibility of choosing when to go and who to go with. Our Flight + Hotel Packages include a return flight and a stay at a hotel. Our Hotel-only Packages include only the hotel stay. The type of hotel and number of passengers depend on the individual package. When you book your package you will speak to one of our agents who will be able to give you their expert advice on any holiday-related queries and questions you may have
3. I have received an error message while making my payment. What can I do?
To complete your booking we ask that you:
a) check to see if your payment card is still valid;
b) make sure that it doesn’t have any online transaction limits;
c) check that you have entered the card number correctly, with no spaces;
d) check that you have entered your payment card’s CVC number correctly, if required.
4. The transaction was successful but the booking confirmation is still not showing in my account. What can I do?
Your vouchers will be in your account and ready for you to use or to give as a gift as soon as you have completed your purchase.
We ask that you check:
a) that you don't have vouchers that still need activating in your account;
b) that you have no outstanding orders in the "My orders" section.
5. I would like to cancel an unpaid order. What can I do?

If you want to cancel an unpaid order:
a) access your account area on the site and click on the "My orders" section;
b) click on the "Trash" icon and cancel the unpaid order.

REMEMBER: unpaid orders will be deleted automatically 15 days after they are created. No payment will be taken.


6. I didn't receive the voucher code after the purchase. What can I do?
Your Vouchers will be in your account and ready for you to use or to give as a gift as soon as you have completed your purchase. You will receive the email containing the booking code once you have activated or gifted your Voucher. Please ensure that you have done this correctly.
7. I have already activated the voucher but I didn't receive it. What can I do?

If you have already activated or gifted your Voucher, please check:
a) that the email containing your booking code wasn't moved to your spam folder;
b) that you have inserted the email of the person you wish to send this Voucher to correctly. Go to your account to check the details of the addressee;
c) that you didn't opt to send your Voucher at a later date;
d) that you didn't select the Print option, as this would mean that you will not receive the booking code email.

We kindly suggest you to try to resend the Voucher from your account area.


8. I'm not able to print the voucher or download it. What can I do?
If you experience problems trying to print your Voucher, please check that you have inserted all the details correctly. If you are having trouble loading the customised letter, please ensure that the formatting is compatible with your device and that there are no special characters in the file name.
9. My gift card/voucher has expired. Can I ask for an extension?
Gift cards and vouchers cannot be extended once they have expired.
10. I have more than one voucher. Can I exchange them or add them together?
The Voucher you have bought cannot be exchanged for a Voucher of a different type and multiple Vouchers cannot be used together.
11. Can I ask for a refund of my Gift Card?

As outlined in your Terms and Conditions, you have up to 14 days from the date of your purchase to ask for a refund of your gift card/voucher. No refunds will be permitted after this time.
To request a refund follow the following steps:

a) access your account area of the website and click on "My orders";
b) click on the "£" icon and request a refund;
c) you will receive an email confirming or denying the refund.

REMEMBER: once the refund has been processed, the voucher/gift card will no longer be available in the "My vouchers" section of your reserved area. Therefore, it will not be possible to activate or gift it.

12. I would like a statement of account for my order. What do I do?
To request the issuing of the statement follow the following steps:
a) access the reserved area of the website and click in the "My orders" section;
b) click on the "Request statement" icon, fill out the form by entering all the required data and click on "Request document";
c) you will receive a confirmation email that your request has been successfully received.
13. I am having trouble using my Voucher. What can I do?
Reasons as to why your Voucher may not be working:
a) it has expired. Please check the validity of your Voucher. The expiration date will be in the email containing your Voucher;
b) you are using the wrong email address. Please check the email address has been used for your Voucher. You will find this in the email containing the booking code;
c) you are not using it on the correct site. Please check that you are using the right site for your Voucher. Details of this will be in email containing your Voucher. Copy and paste the URL into the search bar of your browser so as to avoid being directed to the wrong site;
d) the Voucher code could be wrong. Please ensure that you are inserting the booking code correctly and that you are not leaving any blank spaces before or after the code.
Please remember when using your Voucher that there may be certain limitations regarding its use. For example, this could be the number of passengers on the booking or the terms and conditions regarding minimum spend for the Voucher. If your Voucher has any terms and conditions regarding its use, they will be in the email containing your Voucher.
14. I am having trouble using my voucher for a flight/train + hotel, hotel or flight. What can I do?
Certain vouchers can only be used for a particular type of product. Please check the email it came with to see if there are are limitations for its use. Once you have submitted your request, you will be contacted within 4 working days by one of our agents to discuss the best deals for the dates you are travelling, requirements you specified in your request, and to finish your booking. The Voucher cannot be used for independent bookings on any of our sites.
15. I have found a flight which suits me, but I’m not able to book it. What do I do?
If you can’t book the flight of your choice, and you’re taken back to the search page, this could be due to:
a) an increase in price for the flight;
b) the flight no longer being available.
16. I represent a company and would be interested in a gift card/voucher offer for my customers/employees. What can I do?
Our products are ideal for both customer promotions and employee rewards. If you are contacting us for this purpose, please see the Gift cards for promo activities section on our site.
17. I’d like to include a video message with my gift card/voucher. What do I do?
If you want to add a video message you can choose to:
a) record a video message on the platform by clicking on "Record a video";
b) upload a video you saved on your computer previously by clicking on "Upload a video".
If you’re recording a video message, you must allow access to the webcam and microphone. You should also enter your email address where asked, accept the T&Cs and, after recording, click on "Save your message".
Once you have recorded the video message, please wait to be redirected to your account area.
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