FAQ's
- Accommodation
- Booking Amendments
- Booking Confirmation
- Booking Early
- Booking Last Minute
- Cancellations
- Credit Cards and Security
- Customer Complaints and Feedback
- Holidays Prices, Deposits and Paying the Balance
- Financial Protection
- Luggage
- Photo ID
- Pre-Bookable Optional Extras
- Special Requirements
- Transfers
- Travel Insurance
Accommodation
Accommodation is based on twin or double-bedded rooms. Single rooms may be available but usually at a supplementary charge. Half board means you are entitled to breakfast and dinner, bed and breakfast means you are entitled to breakfast only.
Apartment / Self-catering means you are entitled to accommodation only unless you have paid extra for any meals booked. Unless specified in the hotel description all meals are served buffet style. The kitchen equipment supplied in the self-catering apartments is only adequate for preparing ‘snack type meals’. Starter packs of food and provisions are NOT supplied.
Hotels will not normally guarantee a particular room or floor position, and unless we confirm in writing that a particular location or room is guaranteed, then no responsibility is accepted.
Board Basis
All prices are based on Bed & Breakfast unless otherwise stated.
Booking Amendments
If you want to amend or require any information about your booking, please call 01534 496677 and quote your booking confirmation number, only the lead passenger can make any changes to an existing booking.Unfortunately we cannot guarantee that we are always able to make an amendment, but where we do make a change, it's likely that an amendment fee will be charged
Booking Early
All allocations have to be released back to the agents approximately 6 weeks prior to each departure, and after that date accommodation may be difficult to confirm, any expenses incurred in securing the accommodation will be added to your account(Minimum £15.00 per person). It is essential therefore to ensure your first choice you BOOK EARLY.
Booking Last Minute
Last minute bookings can normally be accepted right up until the time of departure, subject to availability.
Cancellations
It is unlikely that we will have to make any changes to your holiday arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay you compensation as set out in this clause (excluding infants).
In accordance with EU regulations 2111/2005 we are required to advise you of the actual carrier operating your flight. This will be shown on your booking confirmation. Any changes to the actual airline will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Other examples of minor changes include alteration of your outward/return flights/sea crossing by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure (see note 2), we will pay compensation as detailed below (excluding infants):
| Period before departure in which notice of cancellation or major change is received by us or notified to you | If we make a major change to your holiday | If we cancel your holiday Amount you will receive from us |
If you cancel your holiday Amount of cancellation charge (excluding CI Travel Insurance premium) * see note 1 |
| More than 56 days | NIL | Deposit only | Deposit only |
| 56 - 43 days | £5 | Deposit only | 30% or deposit if greater |
| 42 - 29 days | £10 | 100% of holiday cost + £10 | 50% or deposit if greater |
| 28 - 15 days | £15 | 100% of holiday cost + £15 | 60% or deposit if greater |
| 14 - 8 days | £20 | 100% of holiday cost + £20 | 75% or deposit if greater |
| 7 - 3 days | £25 | 100% of holiday cost + £25 | 100% |
| 2 days or less | £30 | 100% of holiday cost + £30 | 100% |
Credit Cards & Security
We accept Switch, Maestro, Visa, Visa Delta, Solo and Mastercard. We do not accept American Express (Amex) or Diners
Credit Card Transaction charge
There is a credit card transaction charge of 2.5%. This charge applies to the deposit and the balance of payment and will be shown in the confirmation screen and on your confirmation invoice.This charge does not apply to debit cards.
Payment for holidays booked on line cannot be made using multiple credit cards. If you wish to use more than one card please call our reservations department on 01534 496677.
Your security
Your credit card information is safe when you book with Fly Direct on-line at http://www.flydirect.je
When you enter our booking service, all your transactions are protected by Secure Sockets Layer (SSL) encryption technology. SSL encrypts your credit card number, name, address and phone number as it travels through the Internet. This encryption makes doing business over the Internet as secure as purchasing by telephone.
ATOL Protection
The Air Inclusive Holidays and flights shown are ATOL Protected by the Civil Aviation Authority. Our ATOL number is ATOL 1965 and this protection extends primarily to customers who book and pay in the United Kingdom. To access the CAA/ATOL website, please click here
Customer Complaints and Feedback
In the unlikely event of you having a problem during your holiday, it is essential that you initially inform the relevant supplier (eg: Hotel) and our representative or local office immediately, in order to give them the opportunity to rectify the problem.If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort, and this may affect your rights under this contract.
If your complaint is not resolved locally at the time, please follow up within 28 days of returning home by writing to Customer Services Department at our Head office, Heron House, Jersey Airport, St Peter JE1 1BW. Please keep your letter concise, since this will help us to investigate your concerns and enable us to respond sooner.
Delays & Diversions
In the unlikely event of this happening either at the beginning or the end of your holiday, then any expenses incurred, eg for extra overnight accommodation, meals, taxis etc are your own responsibility. It is ESSENTIAL therefore that you carry sufficient cash or a credit card to cover any such expenses.
Holiday prices, deposits and paying your balance
Holiday prices have been costed on flight prices, exchange rates and hotel tariffs prevailing at the time of printing (January 2010). With increased security measures and the current volatility of fuel prices and currency exchange, extra fees and surcharges are often introduced at short notice and we reserve the right to pass on any such increases to the client. In the event of any such increases, they will be passed on to the client, every reasonable endeavour will be made to minimise any increases but in any even we will absorb the first 2% of surcharge.Deposits are non-refundable and payment of the balance of the holiday must be paid 8 weeks prior to the departure date. Holidays booked within 8 weeks of departure must be paid in full at the time of booking.
Financial Protection
The Package Travel, Package Holidays and package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked, and for your repatriation in the event of our insolvency. To provide this protection a charge of £2.50 per person (excluding infants) will be added to your confirmation invoice. If you purchase an air package or flight from Fly Direct (or via our authorised agent) your protection is provided by our ABTA bonding.
Luggage
The baggage allowance is limited to 20kg per person (except infants) and this includes such items as golf clubs. Due to the restrictions of Jersey and Guernsey airports the baggage allowance is strictly adhered to.The regulations relating to both hold and hand baggage are constantly being updated, to ensure that you conform to the very latest regulations visit www.flybe.com and view their pages relating to baggage.
Photo ID
It is essential that you have a full British passport for travel on these holiday flights.
Special Requirements
It is important to check that your special requirement can be arranged before you book by calling our Customer Services Department on 01534 496677
Special requirements can include the following:
Wheelchair assist on your flight
Disabled customers – to enable us to process your booking, full information of any infirmity or disability is required in writing. Unless FULL details are notified to us either on the booking form or in writing (wheelchair assistance is not sufficient) we cannot guarantee that your accommodation/holiday will be suitable
Dietary requests
Expectant mothers – advice on restrictions & travelling
Medical conditions
Specific flight seating area
Transfers
Transfers are included on all package holidays except to resorts/hotels where stated in the brochure.Transfers are NOT included on Flight only bookings.
The times of your homeward transfers will be detailed in your travel documents.
Travel Insurance
Travel insurance is compulsory for all holidays, please ensure that you have a full travel insurance policy from the date of booking your holiday to the completion of the holiday. You may be asked to provide your policy number and details and to sign an insurance waiver form.
