Frequently Asked Questions

1. What are your call centre opening hours?

Sales - Monday to Friday 8am to 10pm, Saturday & Sunday 9am to 8pm

Customer Services - Monday to Friday 9am to 8:30pm, Saturday 9am to 6pm, Sunday Closed

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2. How can I contact you?

Not travelled?

Call 0871 8111281
Fax - 0871 811 1283
E-mail customerservices@holidaydiscountcentre.co.uk
Post - 3rd Floor, Tyne House, 26 Side, Newcastle Upon Tyne, NE1 3JA

Already travelled?

Fax - 0871 811 1283
E-mail complaints@booklateholidays.com
Post - 3rd Floor, Tyne House, 26 Side, Newcastle Upon Tyne, NE1 3JA

Any issues or problems after you have travelled must be put in writing in order for us to investigate why this has occurred. You will receive an acknowledgement within 14 days and a detailed reply with 28 days.

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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3. What method of payments do you accept?

By Card - We accept all major credit & debit cards including American Express, Mastercard, Visa, Maestro, Switch and Delta.

By Bank Transfer - This can only be done via our call centre and details will be given by the sales advisor.

By Cheque - We accept cheques by post. We do not recommend this method at the point of booking or paying within 12 weeks prior to travel.

Important, regardless of your method of payment, the transaction must clear before we can process a booking.

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4. Are there any payment charges?

We charge 1.25% for payments processed with a debit card, however, American Express cards carry a fee of 3% of the total booking cost, with all other credit cards carrying a process fee of 2.5%.

We also accept payments made by cheque and a bank transfer.

Please note, whilst the Holiday Discount Centre do not charge for accepting a bank transfer, your bank may charge a fee for the service.

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5. Can I book by paying a deposit?

Yes on selected bookings outside 12 weeks prior to travel, however, this will vary depending on which suppliers your booking is with.

No frills airlines normally request the full cost of the fare, whereas charter tour operators can request a small nominal deposit. Accommodation suppliers will request a percentage of the accommodation cost which is approximately 25%.

Once inside twelve weeks prior to travel, the full balance will be collected. The deposit will clearly show at the time of booking.

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6. When is my balance due?

All balances are due twelve weeks prior to your travel date. Full payment will be required for all bookings made within twelve weeks of departure.

See question 3 for payment methods and question 4 for payment charges.

Call 0871 811 1281 to pay your balance.

Any bookings with outstanding balances within twelve weeks of departure may lead to cancellation and a loss of monies already paid.

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7. What are the passport requirements for my holiday?

Regardless of your nationality, leaving the UK to travel to a different country will require a valid passport.

British passport holders may require having up to 6 months validity on their passports to some destinations.

All passport holders should check with the Foreign & Commonwealth Office website for up to date passport requirements.

Important: Any passengers presenting incorrect travel documents at the airport will be denied travel and a financial loss of the booking costs.

Passport applications forms for UK citizens can be found here.

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8. Is an Entry Visa required?

A UK passport holder with British Citizen status -

- does not require a visa when travelling within the European Community.
- must check with the Foreign and Commonwealth Office for destinations outside of the European Community.

All other passport holders -

- must contact the embassy or consulate of the country you are visiting for relevant visa information.

Important: Any passengers presenting incorrect travel documents at the airport will be denied travel and a financial loss of the booking costs.

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9. Is travel insurance included in my booking?

Travel insurance is an important part of booking an overseas trip, due to high medical costs, lost/damaged luggage, theft plus much other financial outlay. The Holiday Discount Centre advises all passengers to take out full travel insurance cover which is adequate to your booking.

We do not include travel insurance as passengers cannot be insured twice. For customers who do not already have travel insurance, we advise you purchase full cover by clicking the link below:

Full Travel Insurance Cover

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10. Can I take out supplier failure insurance cover?

Yes. The Holiday Discount Centre offers financial protection insurance through Insurefor.com against any supplier entering into administration. The insurance cover financially protects your whole booking.

Click on the link below for full details:

Supplier Failure Insurance Cover

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11. How do I inform you of special assistance for my trip?

We advise that any passengers requiring assistance, based on medical grounds, on any part of your trip, should book via our call centre on the number at the top of the website. This will allow the agent to check with each supplier as to whether the flight and/or hotel are suitable for travel.

You should note that once confirmed, charges may apply to cancel or change a booking.

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12. How do I tell you about an issue on your website?

In order to improve customer experience on our website, we welcome all positive and negative comments regarding the site, including faults, speed issues, improvements, errors, etc:

Please e-mail us at updates@holidaydiscountcentre.co.uk

We thank you in advance for your feedback.

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13. I have not received any receipts or confirmation since I booked, when will I receive any correspondence?

E-mail us at customerservices@holidaydiscountcentre.co.uk and a duplicate receipt/confirmation will be sent out.

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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14. When will I receive my travel documents?

Any outstanding balances must be paid prior to any travel documents being released.

The information below in section 1 applies to all customers who have booked any of the following:

- Flight Only
- Accommodation Only
- Accommodation plus Transfers
- Flight plus Accommodation
- Flight plus Accommodation plus Transfers or Car Hire

Section 1

Travel/flight tickets - may be in paper format or electronically via e-mail, will be despatched no later than 7 days prior to travel. Flights/holidays booked within 16 days of travel could result in you having to collect your tickets from the departure airport.

The airline/tour operator list below explains what type of ticket that will be issued:

Aer Lingus -E-ticket which must be produced at the airport.
Argo - Paper ticket unless booked within 16 days of departure.
Avro - Paper ticket unless booked within 16 days of departure.
Balkan - Paper ticket unless booked within 16 days of departure.
BMI - E-ticket which must be produced at the airport.
Cosmos - Paper ticket unless booked within 16 days of departure.
Easyjet - E-ticket which must be produced at the airport.
Eurostar - E-ticket which must be produced at the airport.
First Choice - Paper ticket unless booked within 16 days of departure.
Flybe - E-ticket which must be produced at the airport.
Flythomas Cook - An e-ticket which must be produced at the airport.
Gold Medal - E-ticket which must be produced at the airport.
Goldtrail - E-ticket which must be produced at the airport.
Holidays4U - E-ticket which must be produced at the airport.
Jet2 - E-ticket which must be produced at the airport.
Jewel In The Crown - Paper ticket unless booked within 16 days of departure.
Kiss Flights - Paper ticket unless booked within 16 days of departure.
Monarch Flights - E-ticket which must be produced at the airport.
Olympic Holidays - Paper ticket unless booked within 16 days of departure.
Sunspot - Paper ticket unless booked within 16 days of departure.
Teleticket - E-ticket which must be produced at the airport.
Thomsonfly - E-ticket which must be produced at the airport.

Accommodation voucher - may be in paper format or electronically via e-mail, will be despatched no later than 7 days prior to travel. An accommodation voucher is required and must be presented at the property on arrival. In cases of emergency whilst abroad, it is important that you contact the emergency telephone number on the voucher.

Transfer voucher - may be in paper format or electronically via e-mail, will be despatched no later than 7 days prior to travel. A transfer voucher is required and must be presented to the driver on arrival. In cases of emergency whilst abroad, it is important that you contact the emergency telephone number on the voucher.

Car hire voucher - may be in paper format or electronically via e-mail, will be despatched no later than 7 days prior to travel. An accommodation voucher is required and must be presented at the property on arrival. In cases of emergency whilst abroad, it is important that you contact the emergency telephone number on the voucher.

The information below in section 2 applies to all customers who have booked any of the following:

- Package holiday

Section 2

Holiday tickets - may be in paper format or electronically via e-mail, will be despatched no later than 7 days prior to travel. If you have booked a package holiday, you will not receive separate accommodation and transfer vouchers. Details of what is booked will show either on your tickets or on a confirmation/invoice, this is all that is required. If you have booked within 16 days of travel you may have to collect your tickets from the departure airport.

Important: The following operators will issue an e-ticket and this MUST be presented at the airport. The airline may charge a fee if this procedure is not carried out.

Goldtrail Holidays & Flights
Holidays4U Holidays & Flights
Teleticket Holidays & Flights

If you have not received any documentation listed above that is required for the trip that you have booked, please call us on 0871 811 1281 or e-mail us at customerservices@holidaydiscountcentre.co.uk

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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15. The receipt/invoice I have just received show my details incorrectly, what shall I do?

Contact us immediately on 0871 811 1281 or e-mail customerservices@holidaydiscountcentre.co.uk so we can try and rectify the problem.

By contacting us immediately, the supplier may resolve the issue with minimal charges.

We can only speak to the lead passenger on the booking.

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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16. How do I cancel all or part of my booking?

All cancellations, part or full, must be requested in writing from the lead passenger on the booking by e-mailing customerservices@holidaydiscountcentre.co.uk or by post to Customer Services Department, Holiday Discount Centre, 3rd Floor, Tyne House, 26 Side, Newcastle Upon Tyne, NE1 3JA

If you need to discuss your cancellation request, dial 0871 811 1281 for assistance. Please see our terms and conditions regarding cancellation fees.

We can only speak to the lead passenger on the booking.

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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17. How do I make a change to my booking?

Call our Customer Services department on 0871 811 1281 and an agent will assist you in the change. We can only speak to the lead passenger on the booking.

Important: Cancellation and/or amendment fees, as part of all terms and conditions, will apply.

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18. How do I change my contact details?

Moved address, changed e-mail address or have a new telephone number?

The lead passenger must e-mail us at customerservices@holidaydiscountcentre.co.uk and we will change your details.

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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19. Are transfers automatically included the cost of my holiday?

If you have booked a flight only, an accommodation only or flights & accommodation independently transfers are not included and, if required, must be booked separately. On most occasions, there will be an option for you to book transfers during the booking process, however, if transfers were not booked/offered and you require transfers, call 0871 811 1281 and an agent will check availability for you.

If you have booked a package holiday, transfers are automatically included unless the tour operator gives you the option to add or remove them.

If you are unsure that transfers are included or not, e-mail customerservices@holidaydiscountcentre.co.uk and a reply will answer your query.

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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20. I have called the accommodation direct and they have told me there is no reservation. Why?

Accommodation suppliers and tour operators have rooms and apartments pre-booked for the whole season but do not inform the hoteliers until approximately one week prior to travel. This means that although the accommodation is booked for you the hotelier won't know the names of the guests until just before arrival.

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21. What do the star ratings relate to?

The star ratings shown on our website are the suppliers own star rating. The official Tourist Board rating may differ from the suppliers own rating.

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22. Will I get my special requests?

Every effort will be made by your tour operator or supplier to meet your request, however, special requests are only requests and not guaranteed.

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23. Are flights included when confirming an accommodation booking?

No. You will need to book flights separately or book an independent trip using the Flight + Hotel search.

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24. What is my baggage allowance?

Each tour operator and airline has its own baggage allowances. All include hand allowances ranging from 5kgs to 10kgs, however, most airlines charge extra for checked-in luggage. The confirmation e-mail will confirm what baggage allowance is included.

If you require checked-in baggage and your carrier has not included it in your booking, please call us on 0871 811 1281 and an agent will assist your request. The airline will make a charge for this service.

Security restrictions apply at all UK airports, for the most up to date information, please click on your departure airport below:

Aberdeen, Belfast, Birmingham, Blackpool, Bournemouth, Bristol, Cardiff, Coventry, Derry, Doncaster, Durham Tees Valley, East Midlands, Edinburgh, Exeter, Gatwick, Glasgow, Heathrow, Humberside, Leeds/Bradford, Liverpool, Luton, Manchester, Newcastle, Norwich, Prestwick, Southampton, Stansted

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25. Where are my luggage labels?

Only a small number of tour operators send luggage labels out with their tickets. If you have not received any luggage labels with your tickets and you wish to have some, you can either collect some at the check-in desk at the airport or purchase your own. The Holiday Discount Centre does not stock luggage labels.

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26. What am I restricted to take in my luggage?

Security restrictions apply at all UK airports, for the most up to date information, please click on your departure airport below:

Aberdeen, Belfast, Birmingham, Blackpool, Bournemouth, Bristol, Cardiff, Coventry, Derry, Doncaster, Durham Tees Valley, East Midlands, Edinburgh, Exeter, Gatwick, Glasgow, Heathrow, Humberside, Leeds/Bradford, Liverpool, Luton, Manchester, Newcastle, Norwich, Prestwick, Southampton, Stansted

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27. Can I take sports equipment on my flight?

Most airlines will allow items such as skis, surf boards and golf clubs to be checked-in at a fee but only by pre-booking their carriage. If you wish to take such items or any other large item, you must call customer services on 0871 811 1281 so an agent can advise of the charge and pre-book the item for you.

We can only speak to the lead passenger on the booking.

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28. How do I submit my passport details for the Advanced Passenger Information (API) scheme?

Most European governments request all airlines collect passport information about all passengers and whilst the majority of airlines are happy to take this information at the airport during check-in, Easyjet, BMI Baby and Ryanair require you to inform them PRIOR to arrival at the airport.

Important, the airlines may refuse boarding and/or charge a fee if not completed prior to arrival at the airport.

Ryanair - e-mail customerservices@holidaydiscountcentre.co.uk with the following information and we will inform Ryanair on your behalf:

- Document type - Passport or ID Card
- Document Number
- Date of birth
- Natonality

Easyjet & BMI Baby - e-mail customerservices@holidaydiscountcentre.co.uk with the following information and we will inform Easyjet/BMI Baby on your behalf:

- The passport/ID card type
- Passport/ID number
- Date of issue of passport/ID card
- Date of expiry of passport/ID card
- Country of issue of passport/ID card
- Nationality of passport holder
- Date of birth of passport holder

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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29. Which terminal am I flying from?

London Heathrow, London Gatwick and Manchester airports have more than one terminal. Click on the airport below to find out which terminal your airline is flying from:

London Heathrow
London Gatwick
Manchester

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30. What time do I check-in at the airport?

All destinations other than long haul we advise you to check-in 2 hours prior to departure. Long haul flights we advise you to check-in 3 hours prior to departure.

For passengers who are required to collect their tickets at the airport we recommend you add an extra 30 minutes to the check-in time to that stated above.

If you are travelling some distance to an airport, please allow for traffic jams, road works, accidents and other incidents that may prevent you from arriving at the airport on time. Once the check-in desk closes, the airline will refuse you and your party boarding, regardless of the reason.

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31. I have not booked a tour operator package holiday, who do I meet when I arrive in resort?

If you have booked transfers or car hire with your flight and accommodation, on arrival at your destination you must look for either a representative or a check-in desk of the company who the transfer/car hire is booked through.

For passengers who have not booked transfers or car hire, it is your responsibility to make your own way to your accommodation.

On arrival at your accommodation go directly to reception and hand in your accommodation voucher.

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32. What shall I do if there is a problem in resort?

For customers who have booked an independent holiday or accommodation only there are emergency contact numbers on your accommodation vouchers and transfer vouchers. These are the numbers you must contact for issues whilst overseas.

For customers who have booked a tour operator package holiday, contact your overseas representative who will resolve your issues.

If you still require assistance after following the instructions above, the contact number for the Holiday Discount Centre for overseas customers is 0044191 2446150. This number will be available during our normal office hours. See question one for our opening hours.

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33. How do I report an issue or problem I had with my trip?

We regret to hear that your trip did not run as smoothly as we hoped, however, as part of our service to you, we will endeavour to assist you to gain answers to any issues or problems you experienced.

Regardless of whether the issues lie with the airline, hotel supplier, tour operator or the Holiday Discount Centre, you are required to put everything in writing and send, along with any supporting evidence, to the contact details below. This procedure must be followed in order for us to investigate why this has occurred.

You will receive an acknowledgement within 14 days and a detailed reply with 28 days.

Send your fully detailed letter to:

Customer Services Manager,
Holiday Discount Centre,
3rd Floor,
Tyne House,
26 Side,
Newcastle Upon Tyne,
NE1 3JA

Or Fax to:

0871 811 1283

Or e-mail to:

complaints@booklateholidays.com

Please quote the lead passenger surname, booking reference & date of travel on all occasions.

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34. Can I write a review about my destination?

Yes! Any of customers can express their personal views by writing a review of a resort from their holiday experiences.

You can click here to write a review. We would like to thank you in advance for giving your feedback from your holiday.

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