Frequently Asked Questions
Before You Travel
Do I need travel insurance?
We strongly recommend taking out a suitable travel insurance policy as soon as possible after making a booking. Travel insurance should be arranged for everyone travelling, including infants and children.
With all insurance policies, terms and conditions apply and we advise carefully checking that you will be adequately covered for all parts of your trip, including any connecting flights via the UK or another destination, for instance where you do not fly one way direct.
What does my holiday price include?
Details of what is included will be shown on your booking confirmation, including room type and board basis (if applicable), the dates and times of your flights, and any optional extras you have chosen to add.
If you have booked a holiday package (flight and accommodation), transfers are also included to and from your hotel. Flight only bookings do not include transfers.
20kg of hold luggage is included in all flights and details of restrictions for specific destinations can be viewed at Flight Information and Timetables
Other services such as spa treatments, activities, internet access and parking charges are not included unless specifically stated.
For Majorca, Balearics Sustainable Tourism Tax is not included in any holiday bookings. More information is available at Balearics Sustainable Tourism Tax Information
For Barcelona, city tax is not included in any holiday bookings. More information is available at Barcelona City Tax Information
If you have booked a package holiday (accommodation and travel booked together) your holiday price also includes ABTA protection.
What do I do if I have not received my booking confirmation?
Please let us know if you have not received your confirmation within 24 hours of making your booking and we will re-send by email or if preferred by post. It is important to contact us as soon as possible to ensure that the holiday is booked and any issues can be rectified immediately.
How do I change or cancel my holiday?
To cancel a booking or make an amendment please contact us. We require confirmation of cancellation in writing, and may ask the same of an amendment in certain circumstances. Cancellation charges are detailed in our booking conditions and amendment fees may apply.
What will it cost to cancel my holiday?
Cancellation terms vary dependent on the date of cancellation and how far in advance of your holiday this is. All cancellations are required in writing and the cancellation will not take effect until this has been received by us. Please refer to our booking conditions for more details.
Can I upgrade my room?
How do I change my contact details?
How do I request special assistance?
If you require assistance through the airport please let us know at the time of booking, with details of your exact requirements, and this will be arranged for you in advance of travel.
Are transfers included in the price of my holiday?
Transfers are included in the price of all package holidays (flight and hotel) booked with FlyDirect. If you do not require these transfers please let us know so that we can advise the provider not to wait for you.
Transfers are not included if you have booked flight only or a fly-drive package. There are a range of transfer, taxi and car hire companies operating from the destination airports.
How do I receive my travel documents?
Your travel documents will be sent by post approximately 2 weeks before your date of departure. This will include a document wallet, joining instructions and luggage labels. Please advise us if any documents are missing as soon as possible.
What do I do if I have not received my tickets?
If you have not received your tickets within 7 days of departure please advise us immediately, and we will arrange to have them re-sent, or waiting for you to collect at the airport.
How do I find my booking reference?
Your booking reference is shown at the top right hand side of your confirmation invoice, and is a 6 digit number preceded by the letters ‘TE’. If you book online the booking reference is also displayed on the confirmation page.
Do I need to provide advance passenger information?
We do not require advance passenger information for FlyDirect flights. This information is collected at the airports on check-in.
Can I book accommodation only?
Unfortunately we do not offer accommodation only bookings at this time.
Can I book travel only?
Yes, FlyDirect currently offers flight only bookings to Tenerife, Majorca and Costa del Sol. Barcelona and Madrid flight only may be offered on request.
Our website has a flight only booking search option and current return flight prices can be found on our Flight Deals page.
How do I let you know about my dietary requirements?
The majority of the hotels we feature are accustomed to welcoming guests with dietary requirements. Please let us know at the time of booking and we will pass on the information to ensure they are prepared.
How do I contact you?
You can also visit our offices at Heron House in St Peter during our opening hours.
What documents do I need to check in?
You will be required to produce your booking confirmation and valid passports for all passengers to check-in at the airport.
Can I increase my baggage allowance?
It is not usually possible to increase the baggage allowance on our flights, due to the size of aircraft that we use and associated weight restrictions, however in extenuating circumstances (for example if medical equipment is required) please contact us and we will endeavour to help.
What can I take on my flight for my baby?
Infant (0 – 1 years) luggage allowance is up to 10kg of hold luggage and a foldable pushchair and/or car seat, dependent upon the route you are travelling.
Specific route information can be found on our flight information pages.
What do I do if my luggage is damaged or missing?
In the unlikely circumstance that your suitcase is damaged or lost during the flight, this must be reported to ground staff in the arrival airport before you leave the airport. They will assist in filling out a PIR form for damaged luggage, or offer advice regarding the return of lost luggage. Unfortunately any damage or loss not reported at the time of arrival will not be compensated for.
What do I do if I miss my flight?
If you miss your flight you must advise FlyDirect as soon as possible so that we can assist in booking a new journey. Please note that in the majority of instances this would be at the passenger’s own cost.
Where transfers are not provided, it is your responsibility to ensure you arrive at the airport to check-in your luggage and pass through security in ample time to board your flight. Once checked-in it is also your responsibility to monitor flight announcements and information screens and to proceed to your departure gate in by the specified time.
What do I do if my flight is delayed?
Once you have checked in with your airline, they are your point of contact for up to date information relating to your flight departure.
Adverse weather conditions can result in delays and diversions and even cancellations of some services. Transport may also be delayed or cancelled due to technical problems or force majeure.
Except where this leads to a significant alteration to contracted services, we will not be liable for any loss or expense incurred, or obligated to refund any payment for unused accommodation or services at your destination.
Should your travel be delayed or cancelled, we recommend that you have sufficient funds to obtain additional meals and accommodation. These costs may be covered by your travel insurance, which is strongly recommended.
Majorca, Costa del Sol, Madrid and Barcelona are classed as short-haul flights and if you are delayed by more than 2 hours are entitled to care and assistance from the airline which may be in the form of food and drink, assistance with communication, accommodation (if delayed overnight) and transport.
Tenerife is classed as a medium-haul flight and if you are delayed by more than 3 hours you may be entitled to care and assistance as detailed above.
Further guidance on flight delays, cancellations and your rights can be found at www.caa.co.uk/flight-delays
What is my baggage allowance?
A minimum of 15kg of hold luggage is included on all flights. This varies by route and details of restrictions for specific destinations can be viewed on our flight information pages.
Can I select my seats?
Seats are allocated at time of check-in and cannot be pre-selected.
Premium XL seating upgrades are available subject to availability on our Tenerife flights at a supplement of £50 per person return. Further details can be found at Flying to Tenerife, however please note that specific seat numbers or locations are not available to pre-select.
Can I bring sports equipment?
Sports equipment can be pre-booked and are carried subject to load on the day.
There may be a charge to carry sports equipment on some routes.
Do I need a passport?
Yes, you need a current valid passport for all passengers travelling, including children and infants.
What is the check in time for my flight?
Check-in opens from 2 hours prior to the scheduled departure time and the minimum check-in time for all flights is 1 hour prior to departure.
The final flight details will be shown on your travel documents issues approximately 2 weeks prior to departure.
If your flight is delayed, you are still required to check-in no later than 1 hour prior to the originally scheduled departure time.
How do I print my boarding pass?
At this time online check in is unavailable. All passengers must check in at the airport, where a boarding pass will be provided.
How do I find my airline reference?
As we operate with charter flights, an individual airline reference is not required. Please carry a copy of your booking confirmation along with your passport, which is the only documentation required for check in.
Can I book seats with extra leg room?
Our Tenerife flights have the option to upgrade to Premium XL seating for £50 per person return. Premium XL seating includes extra leg room seats, one free beverage (including alcoholic drinks) and free use of earphones.
A limited number of seats are available per departure and are subject to availability at time of upgrade request.
Further information can be found at Flying to Tenerife
There are currently no options to book extra leg rooms seats for other routes.
On Your Holiday
What do I do if I need help during my holiday?
If you have booked a package holiday with FlyDirect, you will receive a welcome pack at the arrival airport which includes details of how to contact your representative in resort, along with details of the welcome meeting at your hotel. In most cases your hotel reception should also be able to offer assistance, depending on the circumstances.
What is the dress code for dinner at my hotel?
Dress codes vary from hotel to hotel, but in our Mediterranean resorts the majority of hotels have a smart casual dress code, only asking that beachwear and shorts are not worn in the restaurant for dinner. Some 5* properties have a smarter policy, please ask our staff to confirm if you are unsure.
What time will my coach transfer pick me up?
Coach transfers are provided for clients who have booked a holiday package with us, not flight only bookings. The coach transfer collection time will depend upon which area your hotel/apartment is located.
This will generally be 2.5 - 3 hours prior to your flight departure time.
Our agent in resort will advise you 24 hours before departure of the actual pick-up time from your hotel/apartments.
If you have transfers booked and you do not require them please let us know so that we can advise the provider not to wait for you.
How long will my transfer take?
Transfer time vary depending on the location of your hotel/apartment. Approximate transfer times are indicated on our resort pages.
What currency do I need?
The currency used in all FlyDirect destinations is the Euro. We strongly recommend exchanging your currency prior to arrival at the airport in Jersey.
What is included in my board basis?
Board basis inclusion varies. Generally, inclusions are as follows:
- Self-catering: Food and drink is not included
- Bed and breakfast: Breakfast is included each morning at the hotel/apartment
- Half board: Breakfast is included each morning and dinner in the main restaurant is included each evening.
- All-inclusive: Breakfast, lunch and dinner are included, along with snacks throughout the day. Soft drinks and alcoholic beverages are included however exclusions may apply (for example premium spirits and imported beers) and this will vary between hotels. Check with your hotel reception on arrival for up to date times and exclusions.
Are there buses/taxis?
Most of our resorts are served by public transport with an extensive bus service in Majorca and Tenerife, and both bus and train services in Costa del Sol. Taxis are available in all destinations and resorts and your hotel will be able to book one for you. For those travelling with children, many taxis in Spain carry car seats, however it is advisable to pre-book and mention this in advance if required.
When You Get Back
How do I make a complaint?
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our representative or your local office immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at the address shown on your confirmation giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as our representative or local office without delay. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you are in resort and this may affect your rights. Please also refer to our booking conditions point 3 relating to ABTA.
How do I make an insurance claim?
Should you need to make an insurance claim, please keep hold of any associated paperwork or receipts related to the claim (for example a police report, receipt of payment from a medical centre or additional travel expenses in the case of a missed flight) and in the first instance contact your travel insurer. We are able to provide duplicates of original confirmations if required.
What deposit do I pay?
If you book more than 8 weeks in advance of your departure date, a deposit of £100 will be payable in order to make your reservation.
If your booking is made less than 8 weeks prior to departure you must pay the total cost of your holiday on booking.
When do I pay the balance?
The balance of your holiday is due no later than 8 weeks prior to your departure date. If the balance is not paid in time we shall cancel your travel arrangements and retain your deposit.
How do I pay for my holiday?
Payment can be made by major credit or debit card or by cheque made payable to C.I. Travel Group. There is no charge for paying by debit card or cheque. A 2.5% fee is currently charged for payments made by credit card.
Unfortunately we are unable to accept payment by American Express at the current time.
Balance payments can be made online using our secure portal at manage my booking or by calling us on 01534 496677. You will need your booking reference, postcode and name of the lead passenger. Please do not send card details by post, email, live chat or other messaging platforms.
What are your credit card charges?
Due to charges imposed on us by banks or intermediaries, a transaction fee is applied to all credit card payments. Currently (October 2017) this fee is 2.5%. Please note that these charges may be amended at any time without notice.
Will I be sent a reminder to pay the balance of my holiday?
We do not send reminders in advance of balance payment, aside from your original confirmation. Please make a note of the date due. Should you miss this date, we will contact you by post or email with a reminder.
How do I subscribe/unsubscribe from your newsletter?
To unsubscribe, please contact us by one of the above mentioned methods or by clicking on the ‘unsubscribe’ link in one of our marketing emails that has been sent to you.
All newsletter unsubscribes requested via the unsubscribe link in an email are immediate. All other methods are actioned within 1 working day.
What is the Balearics Sustainable Tourism Tax and how much is it?
From 1st July 2016, a Sustainable Tourism Tax will be levied on all overnight stays in tourist accommodations in the Balearic Islands (Majorca, Menora, Ibiza), including hotels, holiday homes and cruise ships.
The purpose of the tax is to reduce the environmental impact of tourism on the Balearic Islands. By paying the new tax, both foreign visitors and locals who stay in a tourist accommodation will contribute to the preservation of the islands.
For further information and amounts payable please visit our dedicated page.
Please note that the tax must be paid on arrival at your accommodation and is not included in the cost of your holiday.
What does ABTA stand for?
ABTA stands for the Association of British Travel Agents.
C.I. Travel Group is a member of ABTA, meaning that you have the benefit of ABTA's assistance and Code of Conduct. Many of the travel arrangements that we sell are protected in case of the financial failure of the travel company.
For further information visit Financial Protection
Can I buy a voucher?
You can also visit our offices at Heron House in St Peter during our opening hours.
How do I redeem a voucher?
You will also be required to send in the original copy of your voucher.
Can I use a voucher for another product?
Vouchers are not transferrable between products. Vouchers bought for FlyDirect can only be redeemed against a FlyDirect holiday.