Frequently Asked Questions

Frequently Asked Questions

Can I change my seats or add luggage if I’ve already checked-in online?

You’ll need to check this directly with the airline you’re flying with.

When’s the latest that I can add luggage to my holiday or flight booking?

You’ll need to check this with your airline. Most airlines will charge more at the airport, so it’s important to check. Try logging into your booking directly with your airline.

How do I book more than one seat on the plane?

Please contact us for details, as this will depend on what airline you are flying with and how how many seats they have available. If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?’.


When does online check-in close?

This depends on the airline you’re flying with, so we suggest you check with them.

How many bags can I take on my flight?

This will depend on the airline you’re flying with and how many bags you’ve booked, so you’ll need to check with them.

Can I check-in online?

Yes, online check-in is available for all TUI and First Choice customers who are travelling on TUI flights – these are the ones with flight numbers beginning TOM.

Go to online check-in

Why can’t I add extra luggage when I’m checking in online?

Please contact the airline you’re flying with and they can help with this.

Do I need to print my boarding pass if I check in online?

This will all depend on the airline you are flying with. Some accept both a printed boarding pass and a digital one on your phone, but it’s best to check with your airline.

I’m trying to check in online, but I’m getting a message saying Check in at the Airport. Why is this?

Sometimes this means online check-in isn’t available for your booking. It doesn’t happen very often, but it means you’ll need to pick up your boarding passes at the airport instead. You can double check this with your airline to make sure.

I’m not happy with the seats I’ve got – what can I do?

For most airlines, if you haven’t paid to pre-select a seat before check-in, your seat will be automatically allocated when you check in online. If you’re not happy with the seats given, the airline may be able to move you. There will often be an additional charge from the airline for this but you can contact them to see if it’s possible.

Do I need to print the payment confirmation page if I’ve bought extras or upgrades?

TUI flights and for the following airlines: 
Air Europa, Albastar, ASL Airlines France, ASL Airlines Ireland, Evelop Airlines, Germania, Norwegian, Travel Service, Volotea

No, we’ll send you an email confirmation to the email address you gave us on the My Booking page. It’ll include details of what you’ve bought and the amount you’ve paid.

Can I check in online if I’m travelling with a baby?

Yes, most airlines will allow you to check in online but it does vary depending on who you’re flying with. You can always check with the airline you’re looking to fly with before you book.

When will my flight details be available on the MyFirstChoice App?

You’ll be able to see your flight details on the First Choice app six weeks before you travel. When they’re ready, they’ll show on the holiday summary and flight details pages.

Can I reprint my boarding pass if it’s lost or damaged?

Yes, most airlines allow you to re-print your boarding passes. We’d suggest double checking directly with the airline you’re due to fly with.

I couldn’t print my boarding pass when I checked in online. Can I print it later?

Yes, most airlines let you re-print your boarding passes. It’s still a good idea to double check this with the airline you’re due to fly with.

I didn’t check in online before my outward flight. Can I still check-in online for my flight home?

Yes, for most airlines you’ll still be able to check in online for you flight home, but we’d also suggest checking with the airline you’re flying with.

Which documents do I need to take to the airport if I’ve checked in online?

You’ll need to bring your boarding pass or confirmation of check-in document and your passport to show before you board the plane. For most airlines, this can be either a pass on your phone or printed.

Depending on where you’re flying to, you may also need additional visas or documents, so we suggest you double check on the government website for your destination’s entry requirements.

What happens if I can’t check in online?

If you’re having trouble checking in online with your airline, first, we’d suggest you check you’re using your airline reference/booking number and not your First Choice booking reference.

You can also check your airlines FAQs on their website. If you’re still having issues, please contact your airline.

You should also have the option to check in at the airport with most airlines.

What happens if I don’t check in online?

If you don’t check in online for your holiday, most airlines will still have the option for you to do this when you get to the airport. They’ll just have to allocate your seats from those remaining. But it’s important to know that some airlines will also apply a charge for airport check-in.

How do I check in online?

To check in online for your flight, you’ll need to do this directly with the airline your flights are booked with. You’ll find this in your booking confirmation. Please make sure you’re using your flight reference/booking number and not your First Choice information to check in for your flight. Times vary by airline and some will allow you to check in for both your outbound and inbound flights at the same time. In some cases, you might not be able to check in for your inbound flight until 24 hours before you’re due to fly, so please double check with your airline for their check-in policy.

When does online check-in open?

Online check in opening times vary airline to airline, so please check the website of the one you’re flying with.

Do I have to pay to check in online?

Most airlines don’t charge you to check in. Some may charge a fee to check in at the airport, though, so make sure to check with them which is the best way.

Why did I get a Confirmation of Check-in document instead of a boarding pass when I checked in online?

With some airlines, if you’re flying to places such as the USA, Mexico, Jamaica, Cuba, Costa Rica or Thailand, you’ll get a confirmation of check-in document that you’ll need to print at home because of the different regulations for travelling to these countries or travelling with another airline.

If you’ve got a confirmation of check-in document, it means you’re checked in and your seat numbers and luggage are confirmed. However, you’ll still need to go to one of the airline bag drop desks when you get to the airport to swap this document for your actual boarding passes. You’ll need the boarding pass when you go through security.

We’d still suggest checking with your airline about their procedure for exchanging this document.

How do I book a hotel room at my UK departure airport?

Check out our holiday extras page for more details and to book online.







Is entertainment available onboard my flight to Cape Verde?

If you’re flying on a Dreamliner to Cape Verde there may be Inflight Entertainment provided, but this is not guaranteed. We recommend you download any movies, books, podcasts etc to your devices prior to boarding the flight. Where we do provide entertainment, headphones are for sale at a small charge per set.

Can my child use a flight hammock or inflatable bed platform on our flight?

Unfortunately, products like Fly Legs Up, JetKids Bed Box, Plane Pal or Comfy Hanger are not permitted to be used with most airlines. This also includes inflatable footrests.

We’d still suggest checking with the airline you’ve booked with, though – just in case.

What food and drinks are included on my long haul flight?

On most long-haul routes, you’ll be provided with complimentary meals and drinks. To find out exactly what’s included, please check with the airline you’re flying with.

How much duty-free shopping can I bring into Mexico?

There are limits to the number of duty-free items you can bring into Mexico.

Passengers over the age of 18 can buy a maximum of 200 cigarettes, 25 cigars or 200g of tobacco, and up to three litres of alcohol. You can spread your purchases between the adult passengers in your group before your arrival in Mexico. Make sure that each adult in your group isn’t carrying more than the allowance for an individual. If you’re found to exceed the limit, you will be fined – there’s no option to just get rid of them.

Where can I find live flight information for my flight?

You can check the airport’s departures and arrivals pages for the latest information, or you can check your airline’s website for information on your flight.

Can I use e-cigarettes onboard my flight?

You’re not allowed to use electronic cigarettes or any other portable smoking devices on planes – this includes charging. You can’t carry e-cigarettes or their spare batteries within your hold luggage. They can be carried on as hand luggage only.

Flights to Thailand

Please note that e-cigarettes are illegal in Thailand and may be confiscated at the airport.

Can I choose my seats on the plane?

You’ll be able to choose seats if you’ve been given a separate flight booking reference by your airline and the airline has this option available. You’ll be able to do this either by contacting us, or while you’re checking in online.

Just so you know, some airlines only allocate seats and boarding passes when you check in.

What time do I need to drop my baggage off for my flight?

For most airlines at UK airports, bag drop desks open two to three hours before your departure time. If you’re taking a long-haul flight, we recommend you drop off your bags at least three hours before your flight leaves.

Check-in desks at resort airports usually open two hours before departure.

Bag drop desks at both UK and resort airports usually close 45 minutes before departure.

Some airlines at some airports let you to drop your bags off the night before you fly. To find out about this and to confirm bag drop times, check directly with the airline you’re flying with.

Can i take items such hoverboards, drones and musical instruments on my flight?

To find out which items you’re able to take onboard your flight and what would need to take as hold luggage, please check directly with your airline.

Can I take my own food for the flight?

You can, but most airlines won’t provide heating facilities on board – although for infants, most airlines are able to warm bottles of milk in hot water.

We’d recommend checking with your airline before you travel.

How do I book car parking at my UK departure airport?

Visit our Holiday Extras page for more details and to book online.

Which airlines do I need to provide API details for?

You’ll need to provide API details for all airlines that you travel with. You can submit your API details online with us if you’re travelling with TUI.
If you’re travelling with any other airline, you’ll usually be able to do this online – please follow the instructions on your e-ticket/confirmation email.  If the airline still offers check-in desks at the airport, you’ll be able to supply API information when you arrive at the airport.

If you’re not sure who you’re flying with, take a look at “Which airline my I flying with?”

I’ve received a text message saying my flight’s delayed – where can I find out the latest information?

If we know in advance that your flight’s going to be delayed, we’ll send you a text.

If you receive one of these texts, we’d recommend you keep an eye on your airline’s website, where you’ll normally find details about your flight and any changes.

If you’re already on your way to the airport, you’ll still be able to check in as originally planned. When you arrive at the airport, please listen out for any announcements and keep an eye on the departure boards. Your airline’s airport staff will normally be on hand to make sure you’re well looked after.

I’m travelling in an upgraded seat class. Which airport lounge can I use?

Depending on what airline and what upgrade you added onto your trip, you may be entitled to airport lounge access. Please check directly with the airline you’re flying with for details.

What is APD?

APD (Air Passenger Duty) is a UK government tax charged to passengers departing from a UK airport. It’s currently £13 per person for a short-haul flight and £78 per person for long-haul, Egypt and Cape Verde flights.


How does mobile check-in work?

Most airlines will have mobile boarding passing available on most routes. You can check with them beforehand to see if they offer this service.

Can I take Ashes on the flight?

Most airlines will let you bring ashes onboard. We would suggest checking with them before you’re due to fly, though. Most will need you to carry them throughout the duration of the flight on your lap, and you’ll need to show the death certificate at check-in and customs.

Just to make you aware, customs may also want to inspect the ashes, so please be prepared for this. If you wish to carry ashes, we’ll need to add a note to your booking to make check-in staff aware. We also suggest letting your airline know in advance as well.

What happens if my flight is delayed or cancelled?

If there’s any disruption to your journey, we’ll always do our best to make sure you’re kept updated. We’ll send you a text if your airline informs us of any delays.

To see if your flight is delayed, please check the most up-to-date information on your airline’s flight departures page. Always check in at the same time you normally would, unless you’ve been told otherwise.

If you’re denied boarding or your flight is cancelled or delayed for at least three hours, then please speak to airline staff at the check-in desk or boarding gate to see what you’re entitled to in terms of compensation and assistance.

Can I use an e-cigarette at the airport?

The rules around using e-cigarettes depend on which airport you’re flying from. We recommend that you check directly with the airport.

How do I know if you’ve received my API information?

When you enter your API details on our Flight Extras site you won’t receive any confirmation.
However, you can check if your details have been saved by logging in to the website again – you should see the details you’ve entered saved in the fields.
If you can’t see your API details, you’ll need to add them again for all passengers and click save when you’ve finished.

How can I prepare for security at the airport?

Here are some top tips to help you pass through security ASAP. It’ll help speed things up for everyone if you do these while you’re still in the queue:

– Remove your belt and empty your pockets and pack items in your hand luggage.

– Remove any outdoor clothing, boots or shoes with heels, ready to place them in a tray.

– Take out your liquids bag – all items must be no more than 100ml each and packed into a single, transparent, resealable plastic bag that holds no more than a litre and measures approximately 20cm x 20cm (limited to one bag per person). Check Government hand luggage restrictions at UK airports for further details about medical and dietary exceptions, including baby formula.

– Remove all large electrical items (laptops, tablets, e-readers, hair straighteners etc) from your hand luggage. They’ll need to be placed flat in a separate tray, not covered or on top of each other. Make sure they’re charged, too, so you can turn them on if you need to.


My birthday is on a leap year, so how do I go about entering my API details?

If your birthday falls on a leap year, you can enter your API details by first selecting the year you were born. Once you’ve done this, you’ll see 29th February appear as an option.

How much duty-free can I bring back?

The amount of duty free you can bring back varies depending on where you’re going on holiday. Take a look at the HM Revenue & Customs website for the latest details.

When do I need to provide my API details?

If you’re travelling with TUI, you need to give us your API information any time from when you book, up until six hours before you’re due to go.

Visit our Flight Extras website to supply your API information.

Booking late?
If you’re booking less than four days before you travel, you’ll need to provide your API at the check-in desk. Please make sure you allow more time for any extra checks.

Flights with other airlines
When you need to provide your API details varies depending on which airline you’re travelling with.  If the airline still offers check-in desks at the airport, you’ll be able to supply API information when you arrive at the airport.

If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?’

What Information do I need to provide for API?

To meet API requirements, you’ll need to give us the following details for everyone travelling on your booking:

For all destinations
Full name, as shown on your passport or travel document
Date of birth
Travel document type e.g. passport (P).

If you’re travelling on a group passport, details for each passenger listed on the passport should be entered under the same travel document type and passport number.

Travel document number
Travel document country of issue
Travel document expiry date

Additional information for all US destinations
Country of residence
First night address you’re staying at in the USA
Redress number, if one has been supplied to you by the US Department of homeland security

Additional information for Mexico
Country of residence
Redress number, if applicable

Don’t know your address in the USA?
– Fly drive holidays – Please provide the name and location of the car hire company and where you plan to stop first.
– Cruises – If you’re joining a cruise ship, provide the cruise ship name and the port your cruise leaves from.
– Accommodation allocated on arrival – Please provide the details of our resort office, which is:

Welcome USA
7769 West Irlo Bronson Memorial Highway
Florida 34747

– Backpackers – Please give an indication of where you’ll spend your first night.
– Transferring to another flight – Please give details of the departing flight number and destination.

Other travel requirements
You’ll need to provide API alongside any other requirements that apply for your destination, like visas, or ESTA if you’re going to the USA. If you’re completing ESTA, your API information will need to match the details you give.

Flying with another airline? 
If you’re flying with the below airlines, you’ll be able to provide your API details through online check-in or at the airport.

Air Europa, Albastar, ASL Airlines France, ASL Airlines Ireland, Evelop Airlines, Germania, Norwegian, Travel Service, Volotea.

If your flight is with another airline, then you’ll need to provide your API details at check-in via their own portal or at the airport if offered.

If you’re not sure who you’re flying with, take a look at  “Which airline am I flying with?”

I’ve changed my booking, do I need to resubmit my API details?

If you’ve made changes to your booking since providing your API details, you’ll need to log in again and resubmit your API information.

How do I provide my API details?

For TUI flights, visit our secure API website and enter your details. You’ll need to log in using your First Choice booking reference number, the surname of the lead passenger – AKA the Top Dog – and your departure date, this can all be found on your booking confirmation or invoice.

If online check-in’s open for your TUI flight, you can enter your API information when you check-in.

Just so you know – If you’ve chosen Select Your Seat, Seats with Extra Space, Seats with Extra Legroom or Premium seats, online check-in opens 14 days before your outward flight.  If not, you can check-in online from 7 days before.

Alternatively, pop in to one of our travel shops along with your booking reference and all the passports of your party. 

For flights with one of our chartered airlines*, you can enter your details the same way that you would with a TUI flight.

If you’re flying with another airline not listed above, you’ll need to go directly to that airline’s website to enter your API details. Use your booking reference for that airline, rather than your TUI booking reference, and you’ll be able to log in.

If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?’

*Our chartered airlines are Air Europa, Albastar, ASL Airlines France, ASL Airlines Ireland, Evelop Airlines, Germania, Norwegian, Travel Service, TUI operated by Norwegian, and Volotea.

What is Advance Passenger Information?

You need to provide Advance Passenger Information (API) before you go on holiday if you’re travelling with TUI. It’s also called APIS, Secure Flight or e-Borders. In a nutshell, this is information from your passport that’s required by the government of the country you’re travelling to.

TUI also needs this information for Aviation Security purposes.
Flying with another airline? If your flight is with another airline then you’ll need to provide your API details at check-in – you won’t be able to do this before you travel.

If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?’

I haven’t received my confirmation email – what do I need to do?

If you don’t receive your confirmation email 24 hours after you book, please contact us and we’ll sort things out for you.

When you contact us, please have the following information to hand so we can search for your booking…

– Reference number, if you made note of this
– Lead passenger name 
– Departure date
– Destination

Can I book a specific seat on my flight due to a medical condition?

Depending on the airline you’re travelling with, you may be able to book specific seats based on medical conditions. We recommend contacting your airline to arrange this directly with them.

Can I book a separate seat for my baby?

Yes you can! It depends on the airline you’re flying with and seat availability, so we suggest you contact the airline to check.

Please note that for most airlines, you’ll also need an approved child car seat that meets certain criteria:

– Conforms to European safety standards (they usually have the reference ECE R44-03)

– Is not wider than 40cm or 16″

– Is in good working order and must be fitted with a single release-type harness

– Is secured in a forward-facing position only

– Is secured by the aircraft seat belt, through rigid lower bars and not over the child

Carry cots aren’t suitable as they can’t be secured in the seat.

Can I carry liquids on the flight?

Airport security regulations state that you’re only allowed to carry small amounts of liquids in your hand luggage.

Liquids make up part of your hand luggage allowance. You’ll need to pack them in containers of no more than 100ml/3.5fluid Oz and carry them in a clear, resealable plastic bag up to a maximum size of 20cm x 20cm/8 inches x 8 inches, or that can hold up to 1 litre – there’s usually some available just before you go through security at the airport if you don’t already have one. Any liquids in containers bigger than this need to be packed in your checked-in luggage.

How to pack your liquids:

Make sure the containers fit comfortably in the bag and that the bag is completely closed. You’ll need to make sure the containers are easily visible, too.

Each person travelling – including infants – can carry one plastic bag each for liquids.

What ‘liquids’ means:

Examples of liquids that you should separate into this plastic bag include:

– Water and drinks, soups or syrups

– Creams, lotions and oils

– Perfume

– Sprays

– Gels – including hair and shower gels –

– Shaving foam, other foams, deodorants and anything in pressurised containers

– Pastes, like toothpaste

– Liquid-solid mixtures

– Mascara

– Any other items that have a similar consistency.

Medical and dietary liquids:

You’ll be able to carry medical and dietary liquids over 100ml, but you’ll need to bring a doctor’s letter to show at security.

Any liquids you buy from duty free must be carried in a sealed security bag – you’ll be given this bag at the checkout. You’ll need to keep the item and the receipt sealed in the security bag throughout the journey.

Just so you know, security officers might need to open the bag to screen the item. If you’re going to be connecting with another flight at your destination airport, let the security officer know and they’ll reseal it in a new security bag.

Can I pool our luggage allowance?

This will depend on the airline you’re flying with and how many bags you’ve booked. We recommend checking your booking confirmation or asking your airline.

What is my luggage allowance?

This will depend on the airline you’re due to fly with and how many bags you’ve booked. Please check your booking confirmation or ask your airline.

Why do I need to provide API?

API information is required by the border control and security authorities of various different countries. They use the details to do routine checks on the identity of passengers before they arrive in the country. It’s a condition of your booking that you must provide your API information.

Do I get extra luggage allowance if I take diving or sports equipment?

You’ll need to check directly with the airline you plan on flying with. Just so you know, most airlines will require a diving certificate when you check in and most items will come with an extra charge from the airline.

Do I get extra luggage allowance for our wedding stuff, and can i take my dress as hand luggage?

You’ll need to check directly with the airline you’re flying with.

Can I use personal electronic devices on the flight?

Personal electronic devices

You can use things like e-books, smartphones and other handheld electronic devices at any time during your flight, unless you’re told otherwise by the crew. They do need to be switched to ‘Flight Safe Mode’ or ‘Airplane Mode’, though. That said, please make sure you listen carefully to the safety briefing by your cabin crew before take-off.

If you’re carrying larger devices like laptops and larger tablets, you’ll be able to use them during the flight, but they’ll need to be switched off for take-off and landing, and stowed away. You’ll also need to take these items out of your hand luggage at security, as they’ll need extra screening.

If any of your electronic devices can’t be switched to ‘Flight Safe’ or ‘Airplane Mode’, they’ll need to be switched off completely throughout the flight.

Electronic cigarettes

You’re not allowed to use electronic cigarettes on the plane at all, although they can be carried in hand luggage.

Can I bring my own seatbelt to use on the plane?

No – you can only use the seatbelts supplied in the aircraft. This is due to regulatory requirements.

What food and drink is available on my flight?

Most airlines will provide an inflight cafe-style trolley service onboard, with a range of snacks and drinks. This varies from airline to airline, so we’d suggest checking with the one you’re due to fly with. Sometimes you can even browse the menu beforehand to pick what you’re having.

How much legroom will I get on the flight?

Every airline and aircraft can have slightly different layouts. Please check with your airline directly to find out how much legroom you’ll get on your flight.

Can I drop off my luggage the day before I fly?

This will depend on your airline and the airport you’re due to fly from. Check your booking confirmation or make sure to ask your airline.

Which terminal am I flying from?

To find out which terminal you’re flying from, please check with the airline you’re flying with.

What happens if my luggage is too heavy when I get to the airport?

With most airlines, you’ll need to pay an excess luggage charge if your luggage is over your allowance when you check in. Each airline also has a restriction on how heavy each piece of luggage can be, and some airlines will only allow one piece of hold luggage per person. Please check directly with your airline for more details.

Where can I find out the latest travel updates for my holiday?

Please take a look at our travel alerts page for the latest updates on destinations. For the latest flight information, please check your airline’s website.


What’s the Montreal Convention and how does it affect me?

The Montreal Convention is officially known as the Convention for the Unification of Certain Rules for International Carriage by Air (1999). It governs all air carriers and imposes limits on liability with regards to accidents, damages, delays or loss of property.

Can I carry medical equipment on the flight?

Different airines will have different policies. If you contact us on 0203 451 2690 before you book, we’ll check you can definitely take your medical supplies with you.

I’ve missed my outward flight and I’ll now be making my own way on another flight. Can I still use my return flight?

Some airlines will allow this but please be aware that missing your outward flight may invalidate your return flight, or a fine may be issued by the airline. We recommend contacting the airline directly to confirm their policy beforehand.

What things can’t I take in my hand luggage and my hold luggage?

It’s best to check these details directly with the airline you’re flying with.

Travelling to the US?

You may be subject to security searches at the boarding gate on any flight to and from the USA. Also, you’ll only be allowed to carry powder substances in your hand luggage in quantities less than 12oz or 350ml – there are exemptions to this, such as medically prescribed powders with a supporting doctor’s note, baby formula and cremated ashes. All other powder-like substances need to be in your checked-in hold luggage.

These regulations also apply on flights from Jamaica, Montego Bay Airport and the Dominican Republic, Puerta Plata and Punta Cana, as these flights fly over the USA.

Can I upgrade my flight seats just one-way?

Yes, depending on your airline, this may be possible. Please contact your airline to arrange this.

I’m travelling with a baby. Can I still choose my seats online?

Yes, but for most airlines, you’ll only be able to choose from a select number of seats. Infants can only sit in areas of the aircraft where double oxygen masks are located. Certain seats won’t show as available to book – they may be reserved already or might not be considered suitable.

Is there entertainment onboard my flight?

Airline entertainment packages are always different and sometimes depend on whether you’re flying short haul or long haul. Have a look on your airline’s website to see what entertainment they offer for your flight.

I have a sensory impairment, can you help me at the airport?

Of course – just give us a call on 0203 451 2690 to let us know and we’ll arrange airport assistance for you.*

If you’re on a package holiday with us, we’ll also check that your hotel is suitable for you.

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Can I keep my wheelchair with me in the airport?

Most of the time, you’ll be able to keep your own wheelchair until boarding. But this can depend on the airport and the wheelchair you’re taking. If you need to check in your wheelchair, the airport will give you one to use at the airport. They’ll also arrange for you to have assistance from check-in to the plane and, once you’ve landed, from the plane to the baggage hall, where you can collect your wheelchair.

Where does the assistance start from at the airport?

You’ll need to look out for assistance points, which are usually at the main entrances, in the car parks and connecting transport areas. Each airport will also have an assistance desk.

Or, if you’re okay until after check-in, you can make yourself known to the check-in staff and they’ll arrange assistance for you from there.

You might find it useful to look on the airport website before you travel to see the layout and how far it is between certain areas – this can help you decide on what kind of help and the amount that you’ll need.

Who will help me at the airport?

Airport operators within the EU are responsible for helping anyone with a disability or mobility difficulty – that includes sensory impairments and learning difficulties.
As the tour operator, we’re responsible for passing your requirements on to the airports before you travel, so the necessary arrangements can be made. Each airport will have a team of people dedicated to providing assistance for you. Please get in contact ASAP after your booking so we can help with this.

What assistance can cabin crew offer onboard?

The assistance offered by crew can vary by airline. We would suggest checking with the airline your flights are booked with to check how their cabin crew can help onboard.


Can I take my pet with me?

Some airlines will allow you to take pets, but it’s an extra service that you’ll need to arrange with them, so make sure you contact the airline as early as possible to ask about this.

Can I take oxygen on my flight?

It might not be possible to arrange oxygen for the flight or there may be a charge. Give us a call on 0203 451 2690 before you book so we can check for you. If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?

If you’ve already booked your holiday, you’ll still need to call us so we can check if this is possible for your booking.

Can I take a CPAP machine on my flight?

This will depend on the airline you’re flying with. Give us a call on 0203 451 2690 before you book so we can check for you. If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?

If you’ve already booked your holiday, you’ll still need to call us so we can check if this is possible for your booking.


Can I take medication on my flight?

We’d recommend checking with the airline you’re flying with. Most will allow this but you’ll need to make sure you bring a doctor’s letter or evidence of your repeat prescription, too – especially if your medication is a liquid, as you’ll need to show this at security.


You can carry insulin and a pen injection device in your hand luggage but you’ll need to let your airline know about it when you check in. You’ll also need to show a doctor’s letter or approved diabetic card. It’s best you carry them with you even if you don’t think you’ll need them during the flight, just in case of delays.

What do I do if I delete or lose my e-ticket?

If you accidentally delete the email containing your e-ticket, or you lose a printed copy of the e-ticket, log in to your Customer Account where you can download it again. To download the e-ticket, click on the relevant booking and the link to the document will be located under Travel Documents on the side menu.

What do I do if details are wrong on my confirmation or e-ticket?

If any details are incorrect when you receive your booking confirmation or e-ticket, please contact us as soon as possible.

Do I get luggage labels?

Your luggage is now electronically tagged when you check-in, so there’s no need for luggage tags.

When will I receive my ticket?


You’ll get your e-ticket by email one to two weeks before your holiday.

Late bookings

If you book your holiday more than two weeks but under six weeks before the departure date, we’ll email your e-ticket two days after you book. For bookings made 14 days or fewer before travel, your booking confirmation will double up as your e-ticket.

Flight-only and accommodation-only bookings

If you’ve only booked a flight or accommodation, you’ll just need to take your confirmation email with you. You’ll receive it shortly after booking. If you don’t have your confirmation to hand, please make sure you have your booking reference details and lead passenger surname.

Haven’t received your e-ticket?
Log in to your Customer Account to resend your e-ticket. Alternatively, contact us as soon as possible and we’ll sort things out for you. If you’re unable to log in to your Customer Account then please contact us.

What is an e-ticket?

Your e-ticket is a PDF summary of your booking that we’ll email you before you travel. You can find your flight and accommodation details, info on checking in, your luggage allowance and your ATOL certificate on there. Make sure to take it with you to the airport, as you’ll need it if you’re checking in in-person.

What type of ticket will I get?

Booking online

If you’re booking more than 14 days before you travel, we’ll send you an e-ticket by email.

Booking 14 days or fewer before you go? Your booking confirmation will double up as your e-ticket.

Booking over the phone

If you book more than 14 days before you travel, we’ll send you an e-ticket by email. If you book 14 days or fewer before you go, we’ll send you a confirmation email that doubles up as your e-ticket.

What happens to my API information?

Once you’ve given us your API information, it’s stored securely on our system until it needs to be sent to the government authorities. The information is then transmitted through a secure network up to 72 hours before your flight is due to go, or sometimes after it’s departed. After the information has been sent, it will be stored to meet API requirements and then destroyed.

Keeping your information secure
We comply with UK and EU data protection laws, so you can rest assured that your details are secure. Your API information will only be sent to authorised government agencies for border control and security purposes.

Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

Call centre opening times

After Sales

If you have already booked a holiday and need to contact us, call:

Call centre opening times