e.g. AC Milan Tickets, Champions League

         
 

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Customer Support Home
Payment Help
Frequently Asked Questions
Opening Times
Contact Us
Call Me Back!
Group Bookings
Event & Ticket Conditions
General Terms & Conditions
About Us
Privacy Policy
Cookie Policy
Site Map
 

Frequently Asked Questions

Airport Transfers

Show questions >

What is included in the cost of my transfer?  Reveal answer >

Each transfer price includes one way transfer from the airport to your hotel, all necessary local taxes, road tolls and parking fees where applicable. Gratuities are not included.

What happens to my transfer if my flight is delayed?  Reveal answer >

If your flight is delayed we will check the flight information in advance and adjust your pick up time accordingly. In the case of connecting flights, please note that we are only able to check the flight details printed on your transfer voucher.

What kind of vehicle will my transfer be?  Reveal answer >

Vehicle class and type can be selected at the time of making your transfer booking.

Where do I meet the driver at the airport?  Reveal answer >

Normally you are required to meet the driver in the arrivals hall of the airport. Exact location of meeting point will be highlighted on your

What happens if I can't find the driver?  Reveal answer >

If you are unable to locate your driver for any reason, it is your responsibility to call the number shown on your transfer voucher

Are return transfers from the airport to my hotel included in the price of hotel accommodation?  Reveal answer >

Airport/ hotel transfers can be purchased seperately. They are not included in the price of hotel accommodation.

How much luggage is my transfer allowed to carry?  Reveal answer >

One piece of medium sized luggage is allowed per person. Additional hand luggage should be small enough to be carried on your lap during the transfer. Any costs incurred in transferring extra luggage are to be covered by you on the spot.

Booking Amendments

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If I have an existing booking for hotel accommodation can I subsequently extend the number of nights stay?  Reveal answer >

Yes. You will need to contact our customer support team to make any amendments. Please note hotels are subject to availability at the time of change and prices may differ.

If I have an existing booking for admission tickets can I subsequently increase the number tickets?  Reveal answer >

Yes. You will need to contact our customer support team to make any amendments. Please note admission tickets are subject to availability at the time of change and prices may differ.

Booking Cancellations

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How can I cancel my booking?  Reveal answer >

For further information please refer to our terms & conditions of sale or contact us for further information.

What do I need to do to cancel my hotel booking?  Reveal answer >

For further information please refer to our terms & conditions of sale or contact us for further information.

Can I make changes or cancel my hotel booking?  Reveal answer >

Hotels can be changed or cancelled according to our terms & conditions.

What happens if my event is cancelled or postponed?  Reveal answer >

For further information please refer to our terms & conditions of sale or contact us for further information.

How long does it take to process a refund?  Reveal answer >

Agreed refunds are normally paid within seven to ten working days back to the credit or debit card used at the time of booking.

Cart & Booking Process

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How do I book event tickets and hotel accommodation?  Reveal answer >

You can book event tickets on the 1st stage of our secure online shopping cart and hotel accommodation on the 2nd stage. After selecting your chosen fixture/ event you need to click on 'Book Tickets'. This will automatically take you to the 1st stage of our online shopping cart for your chosen fixture/ event. You will be offered a selection of ticket categories for your chosen fixture/ event. Please select your preferred ticket category, quantity of tickets required, preferred ticket delivery option and click 'add to shopping cart'. You will then be taken to the next stage of the shopping cart where you will have the option of booking hotel accommodation or moving on to complete your purchase. If you wish to view hotel accommodation prices or place a hotel booking, please enter your check-in and check-out dates, number of nights and room types. A list of hotel results will be displayed for your destination city. You can also rearrange the hotel results to sort by Tickazilla recommendations, price, hotel grade etc. The results will show you the hotel grade and the overall price for the duration of your stay. To select your chosen hotel you can proceed by clicking on 'Select this hotel & continue' link. Then follow the onscreen instructions to complete your purchase.

How do I book event tickets?  Reveal answer >

You can book event tickets on the 1st stage of our secure online shopping cart. After selecting your chosen event you need to click on 'Book Tickets'. This will automatically take you to the 1st stage of our online shopping cart for your chosen event. You will be offered a selection of ticket categories for your chosen event. Please select your preferred ticket category, quantity of tickets required, preferred ticket delivery option and click 'add these tickets to your cart'. You will then be taken to the next stage of the shopping cart where you will have the option of booking hotel accommodation or moving on to complete your purchase. If you wish to view hotel accommodation prices or place a hotel booking, plese click on the relevent link. If you only require event tickets please click the alternative link and follow the onscreen instructions to complete your purchase.

How do I book hotel accommodation?  Reveal answer >

If you are booking event tickets and hotel accommodtion you will be able to book hotel accommodation on the 2nd stage of our online shopping cart. Alternatively, if you wish to book hotel accommodation only you can click the 'Worldwide Hotels' tab at the top of the webpage. Once you are on the hotel booking section of our shopping cart, you can enter your check-in and check-out dates, number of nights and room types. A list of hotels will be displayed for your destination city. You can also rearrange the hotel results to sort by Tickazilla recommendations, price, hotel grade etc. The results will show you the hotel grade and the overall price for the duration of your stay. To select your chosen hotel you can proceed by clicking on the 'select this hotel a& continue' link. Then follow the onscreen instructions to complete your purchase.

Can I calculate the price of tickets or a package via your online shopping cart without an obligation to purchase?  Reveal answer >

Yes. You can add items to your shopping cart in order to calculate the cost of a particular order. There is no obligation to purchase at the end of the shopping cart.

Does Tickazilla.com accept bookings from people that live outside the United Kingdom?  Reveal answer >

Yes. We have numerous clients from all over the World that have made bookings with us and used our services. Simply complete an online booking or contact our customer support team and we will take care of all your itinerary arrangements.

Does Tickazilla.com offer flights to or from the destinations you feature?  Reveal answer >

No. We only provide event tickets, hotel accommodation and return airport/ hotel transfers. We do not provide flights as part of our services as we feel that with such an open market our customers are much better placed to find a better deal than we could.

Can I place a booking over the telephone?  Reveal answer >

Yes. We take telephone bookings. For reservations or sales enquiries, please contact our customer support team. Please note for telephone orders we charge a £10 telephone booking fee.

How do I know if I have successfully completed my booking / order?  Reveal answer >

Once you have placed a booking, you will receive an automated e-mail containing your confirmation number and full details of the product that you have purchased. We will then process your order and send your account log-in details via a 2nd e-mail within 48hrs.

I'm having problems trying to book online, what can I do?  Reveal answer >

If you are experiencing problems booking online, please contact us where our customer support team will assist you.

Do I need to re-confirm my Tickazilla booking before departure to my destination city?  Reveal answer >

No. It is not necessary to reconfirm your booking. Upon completion of your purchase, Tickazilla will email your account login details to your supplied email address. Once you receive this your booking is confirmed and there is no need to reconfirm your booking with us.

Group Bookings

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Does Tickazilla.com offer discounts for group bookings?  Reveal answer >

Group discounts are only available for ticket and hotel bookings. We offer competitive discounted rates and tailor made packages for 10 or more persons. Please complete our group enquiry form: http://www.tickazilla.com/group-travel

In order to qualify for a discounted group quotation how many travellers need to be in the group?   Reveal answer >

We are pleased to offer group discounts for groups of ten persons or more, and that are purchasing ticket and hotel packages. Group discounts are not available for ticket only reservations.

Is full payment required for a group booking or can I pay a deposit and the remaining balance at a later date?  Reveal answer >

For hotel and ticket packages, we require a non-refundable deposit payment equal to either 50% of the total package cost or the full cost of all the event tickets, whichever is the greater For hotel only group bookings, we require a non-refundable deposit payment equal to 50% of the total hotel cost. We will not proceed with a reservation until all deposits are paid in full.

When will I have to pay my outstanding balance?  Reveal answer >

Payment of outstanding balances for hotel and admission ticket packages or hotel accomodation only bookings will be required strictly 45 days prior to the arrival date at your hotel. Full pre-payment will be required on confirmation if the group is traveling within 45 days.

The members of my group wish to pay separately using their own debit/ credit cards. Is this possible?  Reveal answer >

If individuals in your party wish to pay separately using their own credit/debit cards, the price per person will be subject to additional credit/debit card charges which are a percentage of the individual cost to pay. We will also charge a £20 administrative fee which will be divided against the full cost of the package.

Hotels & Hotel Bookings

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Is the hotel accommodation price per person, or per room?  Reveal answer >

The accommodation price displayed is the price per room and not per person. Breakfast is included.

What is included in the hotel accommodation price?  Reveal answer >

The hotel accommodation price quoted includes room, breakfast, local services and tax but does not include incidental extras such as parking or mini bar.

Is breakfast included in the hotel accommodation price?  Reveal answer >

A hot buffet or continental breakfast is included in all of our hotel accommodation prices

Is the hotel accommodation price per night or for the duration of my stay?   Reveal answer >

The price shown for hotel accommodation is for the total number of nights that have been entered by you into the website.

What do the different room types mean?  Reveal answer >

We offer the following rooms: Twin room - Contains two single beds in the same room. The room is suitable for two people. Double room - Contains one double bed. The room is suitable for two people. Single room - Contains one single bed. The room is suitable for one person. Triple room - Contains twin or double bed/s + extra bed. The beds are not guaranteed to be all single beds. There may a camp bed/ roll-away bed for the third person. The room is suitable for three persons.

Up to how many rooms can be reserved under one booking?  Reveal answer >

A maximum of 5 rooms for a total of 9 guests. For instance, 5 x single, or 4 x twin + 1 x single, or 3 x triple rooms.

Up to how many nights can be booked for one booking?  Reveal answer >

Maximum of 21 nights

Can a hotel accommodation booking be processed if the name list is left blank?  Reveal answer >

In order to complete a hotel accommodation booking the names of all persons staying at the hotel must be entered. "TBA" is not recommended.

I want to book hotel accommodation for 1 night but some packages have a minimum duration of 2 or 3 nights? Why is this?  Reveal answer >

The minimum duration of hotel accommodation stays vary and depends on whether match dates have been confirmed by the relevant Football Associations. Please refer to our Important Match & Ticket Information under ‘Provisional & Confirmed Match Dates’ for further details

Is my credit/ debit card charged at time of booking for hotel accommodation or do I need to pay the hotel direct upon check-out?  Reveal answer >

After making a hotel reservation, payment is taken in full by us at the time of booking . The hotel may request your credit / debit card details upon check-in to the hotel, which is held against your room for any incidental extras such as mini bar purchases etc. You will then be required to settle the bill direct with the hotel for any purchases charged to your room.

What ID do I need to check-in to the hotel?  Reveal answer >

You will to provide the lead name that you made the hotel booking under and present a printed copy of your hotel accommodation voucher (available via your online account). The hotel will also require passports for each guest staying at the hotel.

Do I need a hotel accommodation voucher to check in?  Reveal answer >

You need to present a hotel accommodation voucher at check-in as proof of your reservation (hotel voucher is available via your online account)

Where is my hotel situated?  Reveal answer >

The full address and contact numbers of the hotel will be listed on your hotel accommodation voucher which is available via your online account.

Does the credit card holder have to be present at check in?   Reveal answer >

No, the card holder does not need to be present at check-in.

Do I have to check-in to the hotel on the first day of my hotel accommodation booking?   Reveal answer >

Yes, If you fail to arrive on the first date of the hotel accommodation booking the subsequent nights will be cancelled and full charges will apply.

How far in advance can I book hotel accommodation?  Reveal answer >

You can currently book hotel accommodation up to 11 months in advance subject to availability.

If I have an existing booking for hotel accommodation can I subsequently extend the number of nights stay?  Reveal answer >

Yes, you will need to contact us via telephone or e-mail to inform us as soon as possible however please note hotels are subject to availability at the time of change and prices may differ.

I have found hotel accommodation prices cheaper elsewhere, can Tickazilla.com match the price?  Reveal answer >

Tickazilla.com endeavours to offer the lowest price possible and currently offers price matching on hotel accommodation. Please contact our customer support team to see if we can match the price.

How do I add breakfast to my hotel accommodation booking?  Reveal answer >

A hot buffet or continental breakfast is included in all of our hotel accommodation prices.

Can I book hotel accommodation on behalf of someone else?  Reveal answer >

Yes. Someone else can book hotel accommodation on your behalf.

I will be arriving late at my hotel, what shall i do?  Reveal answer >

On completion of payment your room is guaranteed. However it is advisable to inform the hotel of your late arrival by calling the them directly. Contact information for your hotel can be found on your hotel voucher which is available by logging in to your online account via our website.

Other & Misc

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Does Tickazilla.com purchase tickets from individuals/companies?  Reveal answer >

We do not purchase tickets from one -off individual offers. We are only interested in offers from reputable and established suppliers that wish to conduct long term working relationships with us.

How do I unsubscribe from Tickazilla.com's newsletter?  Reveal answer >

If you no longer wish to receive Tickazilla.com newsletters, please use the 'Unsubscribe Link' situated at the bottom of all our newsletters or contact our customer support team and ask to be unsubscribed.

Does Tickazilla.com have a holiday brochure?  Reveal answer >

As Tickazilla.com is an online travel company, we do not produce brochures to advertise our event tickets, hotel accommodation and services. All the information pertaining to our holidays are detailed on our website.

How do I contact Tickazilla.com?  Reveal answer >

Contact information for Tickazilla can be found by clicking on the 'Contact Us' link situated to the top left hand side of our website.

I have my own travel agency and wish to set up an affiliation with Tickazilla. How do I set up an account?  Reveal answer >

Please contact our customer support team for further information.

Payment

Show questions >

What payment methods does Tickazilla.com accept?  Reveal answer >

We accept payments by Visa, MasterCard, JCB, Switch, Solo, Electron, Visa Delta, bank transfers (free of bank charges), personal cheques, bank cheques or bank drafts.

Do I have to pay with a credit or debit card?  Reveal answer >

No. We also accept bank transfers (free of bank charges), personal cheques, bank cheques or bank drafts.

What currency are the prices displayed on Tickazilla.com?  Reveal answer >

All prices displayed on our website are quoted in British Pound Sterling (GBP £). Approximate currency conversions are available at the end of the shopping cart before you make payment.

What currencies does Tickazilla.com accept?  Reveal answer >

Currently Tickazilla.com can only accept payment in British Pound Sterling (GBP £).

Do prices include taxes and VAT?  Reveal answer >

Yes, all prices are inclusive of VAT and other applicable taxes

Do I need to make the full payment immediately?  Reveal answer >

We require payment in full at the time of booking unless you are travelling in a group of seven or more persons. If you are travelling as a part of a group of seven persons or more please see F&Q's for 'Group Bookings'

Does Tickazilla.com charge a surcharge fee for credit or debit card payments?  Reveal answer >

All credit card payments are subject to a 3.5% handling fee whereas debit card payments are subject to a £1 flat fee

If I book by telephone will I be charged a booking fee?  Reveal answer >

A £10 booking fee will apply to all telephone bookings to cover administration costs.

When will my credit / debit card be charged?  Reveal answer >

Your credit / debit card will be charged immediately upon completion of your booking.

Is it secure to enter my credit/debit card details online?   Reveal answer >

To ensure your payments are safe we use WorldPay (part of the Royal Bank of Scotland Group) to process your payments. WorldPay uses the latest encryption technology to protect your personal data, including your credit card information to assure that every transaction you make with us is safe.

Does Tickazilla.com offer gift vouchers?  Reveal answer >

Yes. We offer gift vouchers

How do I make payment using a Tickazilla gift voucher?  Reveal answer >

To redeem the value of your gift voucher, please purchase tickets and hotel accommodation as normal via our website. Towards the end of the shopping cart, you will be prompted to enter the ‘Voucher Code’ on the gift voucher into the ‘Discount Code’ box. This will subsequently reduce the shopping cart total by the given value of the gift voucher.

How can I get a receipt/ invoice for my booking?  Reveal answer >

Once booked, a prepaid invoice will be available via your online account

How will the payment to Tickazilla.com appear on my credit card/ bank statement?  Reveal answer >

Your payment will appear under our registered company name of 'Football Encounters UK Ltd'.

I am experiencing problems using my credit/ debit card, what can i do?  Reveal answer >

Please check the billing address for your credit/ debit card. You must enter the address exactly as it appears on your billing statement. Alternatively, please check to see if you have selected the correct credit/ debit card type. If you continue to experience problems, please contact our customer support team.

Sports Event Tickets

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When will I receive my event tickets?  Reveal answer >

This will depend on the delivery options available for your chosen game/ event. Normally, event tickets are only printed and released during the week leading up to the fixture/ event therefore we do not have time to arrange delivery to your home address. Your event tickets will be couriered to your hotel or local collection point no later than noon on the day of the game/ event, where you will be able to pick them up from the reception (unless otherwise stated by Tickazilla).

Where will my seat be located?  Reveal answer >

For the majority of teams we offer a range of seating categories. Detailed information regarding ticket categories can be found via 'ticket descriptions' or our 'stadium plans' (where applicable) on the first stage of the shopping cart for your chosen fixture.

Will we be sat next to each other inside the stadium?  Reveal answer >

Event organisers generally issue tickets together in 'pairs' in accordance with the following definitions of 'pairs'.

1. two seats side by side,
2. a seat directly in front of the other seat,
3. two seats together in a diagonal pair,
4. on very rare occasions, some event organisers may issue two seats side by side that are separated by one seat in between. (This allocation is deemed 'together' by some event organisers as it is feasible for you ask the other person seated in between you to move up by one seat so that you are seated together in a pair).

We therefore guarantee seats together in 'pairs' in accordance with the above definitions of 'pairs' unless we state otherwise next to the respective ticket category/ description.

Group bookings of three or more persons may be seated in different rows, sectors or stands (within the positions of your allocated ticket category) and therefore separated from each other. We will however sincerely try our hardest to seat groups together or as close together as possible, however we cannot guarantee this. You acknowledge that we do not have any control over this.

If you have any specific requests with regards to seating allocations and groupings then please contact us.

I am travelling with my family of 5 persons. Can I place a special request with Tickazilla.com to have my seats together?  Reveal answer >

Yes. We will try our hardest to facilitate your request. Our customer support team will contact our suppliers to determine if your special request can be guaranteed. For any such requests, please contact our customer support team.

What are the delivery options for event tickets?  Reveal answer >

Ticket delivery options for your chosen event will be displayed on the first stage of your shopping cart underneath ticket prices.

I do not have a hotel delivery address. Do you have a local collection point where I can collect my event tickets?  Reveal answer >

Local collection points are only available at a selection of cities. To find out if ticket collection is available at your destination city, please see the delivery options available for your chosen fixture via the first stage of our online shopping cart (underneath ticket prices). Alternatively, please contact our customer support team.

I have doubts about the reliability of Tickazilla.com's ticket delivery service. How do I know my event tickets are going to arrive? How can you put my mind at rest?  Reveal answer >

Event tickets are delivered locally in person to the reception of your hotel. Therefore, any transaction you make via our secure online shopping cart is guaranteed and tickets will be safely delivered to your hotel before the game. For our customers’ peace of mind, we offer all our customers a personal 24 hour emergency telephone number in the event they need to contact us for any reasons whilst at their destination city.

Why are the prices for event tickets higher than the face value printed on the ticket?  Reveal answer >

Event tickets are sold above face value at brokered commercial market rates and reflect supply and demand for that particular game. In order to secure difficult to obtain tickets, preferred seating and to guarantee tickets in advance (before general sale) and at sold out events, we have to pay a high premium for the tickets. We do not control the costs set by officially appointed or third party ticket agents. Furthermore, prices reflect the following costs; ticket delivery, overseas taxation (where applicable), UK taxation (where applicable), overseas bank transaction charges, risks associated with currency exchange fluctuations, administration and service.

How far in advance can I book event tickets?  Reveal answer >

Once schedules/ ticket prices have been released by the respective authorities and have been updated onto our website, we can take bookings for any of the events that are advertised for sale via our website.

Can I book event tickets on behalf of someone else?  Reveal answer >

Yes. When making the booking you will need to specify the travellers names that are actually attending the game/ event.

Can I book my hotel independently and just purchase event tickets from Tickazilla.com?  Reveal answer >

Yes, we offer a ticket only service. If you are booking a hotel independently then you will need to provide the hotel name, hotel address, check-in date and booking name of your reservation held with the hotel. There is a section on our shopping cart at the time of purchase to enter these details. Alternatively, if you do not have these details to hand you may update your hotel delivery address via your online account.

I am booking my hotel independently but do not have details of my hotel. Can I still place an order for tickets?   Reveal answer >

Yes, you may make a ticket booking and provide hotel details at a later date providing we receive them no later than ten days prior to the fixture date. You will be able to update your delivery details via your online account. If you make a last minute reservation i.e. within ten days you must provide delivery details at the time of booking or within 24 hours of placing your order.

Can Tickazilla.com provide tickets to English Premier League football matches?  Reveal answer >

At the moment we only offer hospitality tickets for LIverpool FC football games.

Why do I have to provide my date of birth and passport number (if applicable)?  Reveal answer >

It is a legal requirement of the Italian Football Association that we have the names, dates of birth and passport bumbers for all travellers attending a football match in Italy.

What is the latest time I can provide Tickazilla with my date of birth and passport number (if applicable)?  Reveal answer >

You must provide us with the passport numbers of all travellers no later than 14 days prior to the advertised event date. Failure to provide us with these documents could result in you not receiving your tickets nor being admitted into the stadium. This is only applicable to certain football games played in Italy.

Does Tickazilla.com sell event tickets for wheelchair users or other disabled people?  Reveal answer >

Unfortunately, these tickets are dealt with internally by the respective football clubs therefore you will need to contact the club directly for relevant information.

Some football games have provisional dates? When will exact dates and kick-off/ start times be confirmed?  Reveal answer >

Each week throughout the season Football Associations change some provisional dates at short notice due to TV broadcast requirements & their club’s European football commitments. Possible variations are highlighted via our 'Important Match & Ticket Information'. For further information please refer to the 'Important Information By League' for specifics about a particular countries' matches.

Can I make enquiries for any other events not listed on Tickazilla.com?  Reveal answer >

No. We only offer event tickets for those events listed on our website.

Are return transfers to the stadium/ venue included in the cost of an admission ticket?   Reveal answer >

Stadium transfers are only included if it is stipulated under ticket category / ticket description. Normally, you will be required to make your own travel arrangements to the stadium/ venue.

Travel Advice

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How do I find out if it is safe to travel to my destination city?  Reveal answer >

Please visit the Foreign & Commonwealth Office: at www.fco.gov.uk for the latest travel advice.

Do I need to organise a VISA for my trip?  Reveal answer >

Passport’s, Visa’s and health requirements for you and any other members of the group is your responsibility. You will need to obtain all the necessary passport and visa documents prior to departure to your destination country. If you are unsure of what documents are required, please contact the consulate of the country you are travelling to. Alternatively, important information on visas, passports, health and travel advice can be found by visiting the Foreign & Commonwealth Office: at www.fco.gov.uk

Do I need a passport for my trip?  Reveal answer >

When travelling overseas to another country you will be required to hold a valid passport and may need to adhere to other entry requirements of that particular country such as visa’s. Passport’s, Visa’s and health requirements for you and any other members of the group is your responsibility. Please contact the nearest Embassy of the country you are travelling to in order to enquire about entry requirements, health and medical inoculations.

Travel Insurance & Protection

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Do I need travel insurance for my trip?  Reveal answer >

Yes. We strongly recommend that you obtain comprehensive travel insurance for the duration of your trip to cover against cancellation and medical cover.

Are Tickazilla.com bookings protected in the event of your insolvency?  Reveal answer >

Any money you have paid to us for a booking is held in a third party trustee account until the contract has been fully performed, which ensures that your full payment is protected and refunded to you in the unlikely event of our insolvency. This provision is in accordance with ‘The Package Travel Regulations’ set by the Department of Trade and Industry in the United Kingdom.

I am travelling within Europe. Should I take an E111 card on my trip?  Reveal answer >

We recommend that all passengers travelling within Europe obtain an E111 form from your local Post Office before travelling.

Your Account

Show questions >

How do I access my Tickazilla.com account?  Reveal answer >

Click on 'Your Account' (towards the top right hand corner of our home page). You will then need to enter your email address (that you provided at time of booking) and enter the password (that was supplied by us via e-mail).

How can I access my booking on-line via your website?  Reveal answer >

To view your booking online, please visit our website, click the 'Your Account' link at the top of our home page and enter your username and password. When you are logged in, select the required event.

I haven't received any confirmation e-mails or my account log-in details, how do I get another copy?  Reveal answer >

If you have not received your confirmation e-mail or account log-in details within 48 hours of placing a booking , please check your deleted items or junk email folder. If you are still unable to trace these e-mails, please contact us. Please note it may be neccessary to add orders@tickazilla.com to your safe contacts list as junk email filters may prevent you from receiving emails from us.

I have just placed an order and cannot log into my account?  Reveal answer >

You will not be able to log into your account until your booking has been processed by us and we have sent your account login details (2nd e-mail from us). If you have received your account login details and are still experiencing problems then please contact our customer support team for assistance.

What is my password?  Reveal answer >

Your account log-in details including your password is sent to you via e-mail within 48 hours from the time you placed your booking.

Do I need to log-in to my online account before I depart for my trip destination?  Reveal answer >

Yes. Your online account holds important information and documents relating to your trip including your hotel voucher, prepaid invoice, delivery details and our emergency contact telephone number.

I've forgotten my password, how do I find out what it is?  Reveal answer >

If you have forgotten your password please contact our customer support team and we'll resend the password to your e-mail address.

I want to change my address and contact telephone number, how do I do this?  Reveal answer >

To change your personal details online, please visit our website. Click the 'Your Account' link situated towards the top right hand corner of our homepage and enter your username and password. When you are logged in, select 'update personal details' and change your personal details accordingly.

How do I change my login e-mail address?  Reveal answer >

To change your login e-mail address (username) online, please visit our website. Click the 'Your Account' link situated towards the top right hand corner of our homepage and enter your username and password. When you are logged in, select 'update personal details' to change your e-mail address.

 
 

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We are open Monday to Friday from 10:00am until 17:00pm (GMT).
You can reach us on:
0844 804 5040
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Our call centre will be closed from Monday, 26th June 2017 until Friday, 21st July 2017 inclusive.
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