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Frequently Asked Questions

Frequently Asked Questions

Do you sell gift vouchers?

Looking for the perfect present for the picky travel lover? We offer gift cards that can be used towards all of our trips. Take a look at our gift cards page for more info.

 

What is Manage My Booking?

If you booked your holiday on our website or on the app, you can use Manage My Booking to make changes to your trip, including making payments towards your holiday.

To log in to Manage My Booking, you’ll need the following details:

– Booking reference, e.g. 12345678

– Lead passenger surname

– Departure date

Please contact us to make any other changes or if you have any problems logging in. If you’ve booked accommodation only, you’ll also need to contact us directly.

If you booked one of our holidays through another company, you’ll need to speak to them directly to make changes.

You may be charged a fee if you change or cancel your holiday. You’ll be able to see if this applies before you complete your change or cancellation. You can also find out what the fees are in our booking conditions.

How do I log in to Manage My Booking?

You can find the link to Manage My Booking at the top of the page if you’re looking on desktop, or under ‘Trips’ if you’re using the app.

You’ll need the following details to log in, which you’ll find on your confirmation email:

Booking reference, e.g. 12345678

Lead passenger surname

Departure date

How can I make a change to my booking?

You can use Manage My Booking to change your holiday if you booked your trip on our website or on the First Choice app. Please note, some airlines might not let you change your trip online. If you have an accommodation-only booking, if you added insurance, parking, or an airport hotel to your booking, or if Manage My Booking doesn’t let you make changes, please call us on 0203 451 2690 between 9am-7pm on Monday to Friday, 9am-5pm on Saturday or 10am-5pm on Sunday. Our team will help you make any changes to your trip.

How much will it cost to cancel my holiday?

The cost to cancel your holiday, or to remove passengers from the booking will vary depending on how much time there is before you’re due to travel and which airline you’re flying with.

If you’re travelling on a TUI flight, you’ll find details of the charges in the booking conditions.

If you booked with a low deposit, the full deposit amount stated on your confirmation invoice will need to be paid when you cancel.

Please read through our terms and conditions for more details of the charges.

If you’ve only booked a hotel, the cancellation charges are different. You’ll find details of these in our booking conditions.

Is there anything we can book for a special occasion?

On the flight

If you’re celebrating an anniversary or birthday, some airlines offer flight extras, such as champagne and chocolates. Check out your airlines website to see if you can add an upgrade.

At the hotel

If you’re celebrating a special occasion, you could consider booking a room upgrade. Or while you’re away, speak to the hotel and they might be able to arrange something a little extra for you.

How do I upgrade or add extras to my holiday?

When you’re booking your holiday, you’ll find a whole range of extras available to build out your trip. All of these of these can be found here.

Extras can be added at the time of your booking or you can log on to Manage My Booking to upgrade and add them after. If you need any help, you can also give us a call on 0203 451 2690.

Can I take a pushchair and a car seat on my flight?

Most airlines will let you check pushchairs as hold luggage for free. You can usually take the pushchair to the boarding gate before handing it to a member of staff and they’ll check it in for you. Just ask the airline to confirm this when you get to the check-in desk. As well as a pushchair, most infants under two years old will get their own hold baggage allowance. Check with your airline for the full details.
If you need to take a car seat, most airlines will also carry it free of charge. The details for all of this should be on your e-ticket or confirmation email.

How much is the deposit I need to pay when I book my holiday?

The amount you’ll need to pay when you book varies depending on the holiday you book, and the payment method you pick.

Take a look at our ways to pay page for more info.

 

How can I pay?

Whether you booked online or on the First Choice app, the best way to pay your balance is using Manage My Booking. You’ll need your booking confirmation number, departure date and lead passenger surname – you’ll find them in the email we sent to you when you booked.

If you need to, you can also call 0203 451 2690 to speak to the team.

Can I delay the date my balance is due?

If you’ve got any questions or you can’t pay by the balance due date, please contact us ASAP.

 

What’s included in the holiday price?

The total holiday price depends on which type of trip you’re booking. When you book online with us, you’ll be able to see a breakdown of the price and what’s included as you go through the booking process. You’ll also be given the option to add extras to your booking, like reserved seats and extra luggage.

Just so you know, local charges at your destination, such as departure taxes, are not usually included in the price, so you’ll need to keep these in mind when deciding how much spending money to take.

To find out if you’ll need to pay departure tax for the destination you’re travelling to, take a look at our ‘Will I need to pay a departure tax?‘ question.

Why can’t I find flights for the dates I want?

We offer a huge range of flights with many of our trusted airlines, but sometimes, the route you want might not be available on the day you want. Try searching for a different airport or adjusting your dates – you could try using the ‘+/- 3 days’ in the departure date for our best range of availability.

What do I do if I get technical difficulties while I’m booking?

If your computer crashes or you see a message saying ‘We are currently experiencing technical difficulties’ at any point after you’ve entered your payment details, please contact us and we’ll check whether or not the booking has been made. Please don’t enter your payment information more than once.

If you’re having problems accessing the website, we’d suggest you try the following:

– Check cookies are enabled. We recommend that cookies are enabled to get the most out of the features on the First Choice website.

– Try deleting your Internet browser history. You could also clear your cache.

– Download the latest version of your web browser. If you’re using an out-of-date version, if could cause problems. Just so you know, First Choice can’t be held liable for any software you download to your computer.

If you’ve tried all these checks and still can’t access the website, please contact us.

How old do I need to be to book a holiday?

You must be 18 years old at the time of booking and have the legal capacity and authority to book the holiday as the lead name.

Passengers under 18 years old can travel on a package holiday with us as long as the lead name on the booking also travels on the booking and is over the age of 18.

Just so you know, individuals over the age of 18 who are the lead passenger on the booking will be held responsible for all passengers on the booking and for all payments due to us.

Please see our Booking Conditions for more information.

Can we fly from different airports if we book a group holiday together?

Depending on availability, you may be able to fly from different airports – give our team a call on 0203 451 2690 and we’ll try to sort it for you.*

Just so you know, to still qualify for a group discount, the minimum number of passengers required must be travelling together from the same airport, on the same flight, for the same duration and stay at the same accommodation. This is 10 adults for short-haul holidays or 15 adults for long-haul. Any additional adults may be able to fly from elsewhere.

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

Do we get a discount if we travel as a group?

You’ll usually get a discount if you’re booking a short-haul or mid-haul holiday for 10 or more adults with us. If it’s a long-haul break you’re after, you may be able to get a discount if 15 or more adults are travelling on the same booking. This discount isn’t guaranteed.

Also, we can either give you the group discount or match the web price for you – we can’t apply both offers. We’ll always help you work out which gets you the best deal, though.

Some of our hotels even offer free places if you’re travelling as a group. Call us on 0203 451 2690 for more details.*

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

Can I book a single room?

If a single room is available at the hotel you’ve chosen, you’ll usually be able to select it from the Travel Options page when you’re booking.

Can’t find a single room? Give us a call on 0203 451 2690 and select option 1, and we’ll check the options for you. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

I’m booking a family holiday but my baby hasn’t been born yet – what do I put as their initial?

Congratulations on your new bundle of joy! If your baby hasn’t been born when you book and you haven’t chosen a name yet, enter their name as ‘Inf X’ followed by their surname. You’ll then need to contact us as soon as you know the name so we can change it for you, free of charge.

I’m going on honeymoon – what name should I travel in?

You’ll need to travel under the name that will be on your passport when you go on holiday. This will usually be your maiden name (unless you’re super organised!)

When do I need to pay the balance of my holiday?

When you pay for your holiday depends on what you book, and the payment method you pick.

Take a look at our ways to pay page for more info.

When can I book a holiday for next year?

Sign up for our email newsletter and you’ll be the first to hear when our latest holiday deals are out.

How do you work out your hotel ratings?

We use the official star rating of the hotel. These are usually given by the local tourist board or authorities and tend to be awarded based on the facilities and service offerings. Star ratings don’t necessarily reflect the quality of the food and drink at a hotel.

How do I book interconnecting rooms?

To find out if your chosen hotel has interconnecting rooms, take a look at the hotel details page. If they’re available to book, you’ll be able to select them when you get to the Travel Options page. Just a note, if you want interconnecting rooms, you’ll need to book and pay for two of these rooms.

I don’t live in the UK – can I book with you?

If you live outside the UK, you can book just a hotel stay with us. However, you can’t book a package holiday. This is because you need a valid UK address and UK-registered credit or debit card to make the booking.

How do I add on a special request?

Once you’ve booked your holiday, you can make a special request by contacting us. We’ll add the details of the request to your booking and pass them on to the hotelier.

Unfortunately, we can’t guarantee we’ll be able to meet your request, but the hotelier will do their best to help.

Do I need a visa?

You’ll need a visa to visit some of our destinations. To find out whether you need one for your trip, please visit our destination guide for where you’re travelling, or visit the FCDO website. You can also visit the website of our partners, Sherpa, that offer an online visa application service.

Cape Verde

If you’re visiting Cape Verde, a visa is included in the price of your holiday with us. You’ll need to register online for your Cape Verde visa more than seven days before you travel. Once you’ve submitted your application, you’ll get a message saying it’s been sent successfully. This is the only confirmation you’ll receive. When you arrive in Cape Verde, you’ll get a stamp in your passport and this is your visa.

If we don’t receive your visa application in time or the information you give is incorrect, you may be charged €25 when you arrive in Cape Verde, which is payable in cash.

 

 

 

Do I need a passport?

Yes, you’ll need a valid passport to travel with all the airlines we use. EU nationals can use their National Identity Card to travel within the European Union, but we recommend you use a passport wherever possible. You’ll need to use a passport if you’re travelling outside of the EU.
British citizens must hold a valid 10-year passport. If you’re travelling to the EU, Switzerland, Norway, Iceland or Liechtenstein from 1st January 2021, your passport must be less than 10 years old and will also need to have at least six months validity on the day of departure. UK citizens can check out the Government website for passport, visa and health information. Other nationalities should check with their own governments.
To apply for your first passport or to renew an old passport, you’ll need to make an appointment. To do this, call the Passport Advice line on 0300 222 0000 or apply online at https://www.gov.uk/browse/abroad/passports. Calls are charged at the local rate. If you don’t have a UK passport, you should always check with your own embassy, high commission or consulate before you book.
Just so you know, it’s your responsibility to comply with all passport, visa and other immigration requirements for the country you’re visiting. Your passport and travel documents must be intact, too. You may not be allowed to travel if they’re damaged or have been tampered with. We don’t accept any responsibility if you can’t travel because you haven’t complied with the requirements.
Going to Turkey?
For trips to Turkey, your passport may need to be valid for longer than five months after you return. We recommend you visit the FCDO website for the most up-to-date information.

Do I need vaccinations?

You’ll need vaccinations to visit some of our destinations. Speak to your doctor at least two months before you’re due to go away to figure out which ones you should get. Some treatments should begin well before you go, such as malaria vaccines. If you’re booking within three weeks of your departure, you might want to speak to your doctor before you book, just to make sure you’ll have enough time.

For more information on vaccination requirements, visit the National Travel Health Network website or take a look at NHS Scotland’s Fit For Travel site. You could also call NHS Direct on 0845 46 47.

Jamaica

There is currently no risk of yellow fever in Jamaica but there is a requirement for a yellow fever certificate in some cases. Travellers heading to Jamaica are advised to speak with their GP, practice nurse or a private travel vaccination clinic for advice. Information on destinations that have travel vaccination recommendations and/or vaccine certificate requirements, including yellow fever advice, can be found by visiting www.travelhealthpro.org.uk

Do I need travel insurance?

Yes, you’ll need to take out a suitable insurance policy for you and anyone travelling with you, including infants and children.
We can’t accept responsibility for any loss that you or anyone travelling on your booking suffers if you’re not properly insured. As with all insurance policies, terms and conditions apply, so make sure you’re covered for all the destinations you plan to visit and any extra activties such as skiing or rock climbing.

How old do children need to be to travel alone?

Passengers need to be at least 18 years old to book their own trip.

How old does my baby need to be to fly?

Usually, airlines require babies to be a minimum of two weeks old. Please check with the airline you’re flying with, as these restrictions can vary.

Can I fly if I’m pregnant?

It depends on how far into the pregnancy you are. It’s best to speak to your doctor for advice as every case is different. If you’re given the green light, check out our Inspire article on ‘top tips for flying when you’re pregnant’.

Am I fit to fly?

Not sure whether you’re fit to fly? You’ll need to contact your doctor before you book. Flying can cause problems like Deep Vein Thrombosis for people with bronchial or circulatory problems – so it’s best to double-check.

Broken bones
If you’ve broken your arm or leg, you can still travel with TUI as long as your plaster cast hasn’t been fitted or changed less than 48 hours before your flight. If it has been fitted or changed during the 48 hours before, you’ll need a fitness to fly letter from your doctor.

If you have full leg plaster, a fused knee or you can’t bend your leg, you’ll need to book two extra seats so you can sit sideways during the flight. Please give us a call to arrange this. You’ll need a fitness to fly letter, too.

Infectious diseases
If you’ve been suffering from an infectious disease like chickenpox, you’ll need to wait a certain period of time after you’ve recovered before you can travel. Speak to your doctor and to the airline to check how long this is. You’ll also need a fitness to fly letter from your doctor.

Can I take an assistance dog on my flight?

Each airline may have a different policy for travelling with assistance dogs. Please check with the airline directly.

Can I take my wheelchair?

Airline policies on wheelchairs, how they’re booked and what can go on board will vary from airline to airline, so we suggest contacting yours to check.

Can I travel if I’m suffering from infectious disease, like chickenpox?

Please see our Assisted Travel page for information on infectious diseases.

Can I travel with a broken arm or leg?

For most airlines, if you’ve had a plaster cast fitted less than 48 hours before you’re due to fly, your doctor will need to split the cast. It’ll usually be split in two and supported with more bandages. This is to allow for any more swelling. You’ll also need to bring a fitness to fly letter.

If your plaster cast was fitted outside of 48 hours, you won’t need a fitness to fly letter. That said, we recommend you speak to your doctor about any extra precautions you need to take while you’re away as well.

If you’re unable to bend your leg:

If you have full leg plaster, a fused knee or you can’t bend your leg, you’ll need to book two extra seats so you can sit sideways during the flight. Please call your airline directly to let them know and work out the process.

I am travelling alone, do I need a personal assistant?

You’ll need a personal assistant to travel with you if you don’t meet the UK Civil Aviation Authority’s definition of being self-reliant. This means you need to be able to:

– Open your seat belt
– Leave your seat and reach an emergency exit without help
– Collect and fit a lifejacket
– Put on an oxygen mask without help
– Understand the safety briefing and instructions given by the crew in an emergency, including information provided in accessible formats

You may also want to think about travelling with a personal assistant if you need help with any of the following:

– Breathing – e.g. if you rely on supplementary oxygen

– Eating – although cabin crew can help you open containers

– Going to the toilet – cabin crew can help you move through the cabin in a wheelchair to reach the toilet, but you need to be able to use the facilities by yourself

– Taking medication – you’ll need to be able to administer your own medication during the flight

If you need to travel with a personal assistant, most airlines will need you to sit together. We would suggest getting in touch with the airline directly to check availability before you book.

Do I have to do anything to prepare my Electric Mobility Aid for air travel?

The information you declare when pre-booking your electric mobility aid will be checked at the airport and it will only be accepted once this has been verified. If any information provided is inaccurate, this could lead to the item being refused on safety grounds.

If your electric mobility aid requires any supplementary equipment to inhibit the battery or make it safe for carriage then you must provide this. This includes any battery pouches for storage or electrical tape to insulate the battery terminals.

You must report to the check-in desk and declare your electric mobility aid to the check-in agent before going through security, especially if it’s packed in a case or a bag which makes it difficult to identify.

If you’ve been advised that your electric mobility aid is too high to be loaded in the upright position, please ensure it is collapsed before loading.

If you’re using your electric mobility aid up until the boarding gate, then please ensure that you arrive at the gate as soon as it opens. This allows the airline staff to carry out the safety checks in good time and avoid any delays to the flight.

Please carry your manufacturer’s user guide to assist you and airport staff to inhibit the electrical circuits of the vehicle and remove the battery if required.

If the declared electric mobility aid or your flight plans change, please contact us immediately on 0203 451 2690.

If you’ve declared your electric mobility aid is operated by Lithium, Dry Cell or Wet Cell Battery, the industry standard conditions of carriage can be viewed here.

 

How can I get information in an accessible format?

If you need information in a different format, e.g. large print or braille, please contact our Assisted Travel team on 02034512690.*

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

I have a severe nut allergy, how do I inform the airline?

You’ll need to contact the airline you’re due to fly with by going on their website and finding their contact us page.

I’m autistic or have learning difficulties – what help can you arrange for me?

There are lots of things we can do to help you on your journey, from sending photos of the airport processes to help you prepare to arranging someone to help you through the airport. Just give us a call on 0203 451 2690 and we’ll let you know what we can do.*

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

Does my hotel have crèche sessions and for what ages?

If your hotel has a crèche advertised, you can speak to the team on arrival to find out further information about the sessions they run and the ages they cater for.

Can I see TripAdvisor reviews on your website?

Yes – you’ll find Tripadvisor reviews on each of the hotel pages. You can click through to the main Tripadvisor website from here, too.

Why has the price of my holiday gone down since I booked?

Like most holiday companies, we have flexible pricing. This means the cost of our holidays may go up or down.

Once you’ve booked your holiday, the amount you pay is frozen. So, if the cost goes down, you won’t get a refund on the difference. But, that also means that if prices go up, you won’t pay a penny more, either. Find out more in our agreement.

How much would it cost to change a name on my booking?

Whether you’re adding – or removing… – your bestie’s name from your trip, prices start at £25 per name change. This is subject to change and dependent on the type of trip you’ve booked and airline you’re travelling with. Please read through our terms and conditions for details of the charges.

Can I pay for my holiday on more than one card?

Yes, you can make payments on more than one card if your holiday is more than 12 weeks away. If it’s 12 weeks or less until you’re due to travel, please call us and we’ll be able to process the payments for you. The card holders must be present when you make the payment.

How do I get a free child place?

We offer hundreds of free kids’ places for certain hotels and are subject to availability.

Click here to search for a free child place.

 

How do I know my booking is confirmed?

After you’ve made your booking, you’ll see a confirmation screen that shows your booking details and reference numbers. It’s a good idea to take a note of these for your reference, but you’ll also get a confirmation email to the email address you provided within 24 hours.

If you haven’t received a confirmation email, but you’ve kept a note of your reference number, please contact us.

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

Which airline am I flying with?

The airline you’re flying with will be listed on the flight details page during the booking process. You’ll find it on your confirmation email, too.

Will I need to pay a deposit at my hotel?

Some hotels do ask for a refundable breakage deposit when you check in. It’s up to the hotelier to decide whether to charge a deposit and how much this is, so it’s not something that we control.

Can I use my European Health Insurance Card abroad?

If your European Health Insurance Card (EHIC) remains valid for the duration of your trip, you can use it. But, as of the 1st January 2021, you can no longer renew your EHIC and so will need to apply for a valid Global Health Insurance Card (GHIC) when it runs out instead.
You can find more information on the UK Government website.

Can I make payments towards my holiday in a shop if I’ve booked online?

We no longer sell holidays in retail shops. Everything’s booked online.

 

How do I use a promo code on your website?

If you’ve got a promo code, you’ll be able to apply it when you get to the payment screen during the booking process.

Enter the code in the box and click ‘Validate code’ – you’ll see the amount has been taken off the holiday price.

If you have any problems entering your promo code, please contact us and we’ll do our best to help.

Unfortunately, if you’ve already booked your holiday, we can’t add any codes afterwards. Promo codes can only be used when you make a new booking.

HOW LONG WILL MY PASSPORT NEED TO BE VALID FOR WHEN I TRAVEL?

How long your passport needs to be valid for depends on the country you are visiting.

For EU countries:

Your Passport must not be older than 10 years on the day you enter the country of your holiday destination (check the ‘date of issue’)

Your Passport must have at least 3 months validity on the day you leave your holiday destination (check the ‘expiry date’)

Passport requirements for non-EU destinations vary and can require as much as 6 months validity – check the FCDO Travel Advice and the entry requirements page for the country you are visiting.

It’s your responsibility to ensure that your travel documents are valid for your destination.

Visit the HM Passport Office website and the FCDO travel advice website for more details.

For all other nationalities, you’ll need to check the embassy of the country you’re planning to travel to, and with the passport office.

First Choice only follows official government guidelines and rules for passport validity as outlined below – if your passport doesn’t meet this criteria you may be denied boarding.

Can I fly if I’ve recently had an operation?

If you’ve had an operation within the 14 days before you’re due to fly, you’ll need to let your doctor or surgeon know about your travel plans. They’ll be able to tell you whether you need a fit-to-fly letter and can issue you one.
If you’ve had major surgery within a few months before your holiday – e.g. operations involving your heart or lungs – you will also need a fit-to-fly letter.
If you’ve recently broken a bone and want to know if you’re still able to travel with us, take a look at ‘Can I travel with a broken arm or leg?‘.

How do I book assistance at the airport?

If you need assistance at the airport, you’ll need to let us know before you travel. You can book airport assistance online with us using our online check-in service

Once you’ve logged in, select the special requests option. Here, you’ll be able to give details of the assistance that you, or someone you’re travelling with will need. You can also let us know if you’ll then pass these details onto the assistance providers at the airport.

If you need to know more about online check in and you can’t find the information you on our website, give us a call on 0203 451 2690. If you’re having problems with checking in online within 7 days of travel, please contact us.* *Calls from UK landlines cost the standard rate but calls from mobiles may be higher. Check with your network provider.

I’ve shortlisted a holiday but the price has gone up – Why is this?

Adding a holiday to your shortlist means you can easily find your faves again when you come back to our website. The trips will still be there but the prices might have changed if they’ve been updated on the website. Our prices and availability can change at any time.

Will there be a charge if I pay by credit card?

There are no additional charges if you pay by credit or debit card. Take a look at our payment page for more information.

 

What ages do child fares apply to?

Package holidays

We count a child as between ages two and 16, but it may differ depending on which hotel you’re staying at. If your little one will still be under two on the date you come back from holiday, they can travel as an infant. But if they’ll be celebrating their 2nd birthday during the holiday, you’ll need to book a full child place.

Flight only

Children between 14-days and two-years old can travel as infants. If they’re older than two, you’ll need to pay the full fare and book their own seat.

What ages do hotel kids’ clubs cater for?

The age range for hotel-run kids’ clubs varies between places. You should be able to find the details in the hotel overview on our website. For more details, please contact the hotel directly.

When do your crèche sessions run?

Holiday village crèches are open seven days a week for up to three two-hour sessions a day, as well as some evenings. You’ll be able to arrange the times of the crèche sessions when you arrive.

For hotel-run crèche sessions, please check availability with the hotelier when you arrive.

What currency do I need to take with me?

Check out our destination pages for advice on what currency your country uses, or check out the FCDO page for more info.
Just so you know, some currencies have restrictions. Read on for more details:
Dominican Republic
The official currency of the Dominican Republic is the Dominican Republic Peso, but as US Dollars are widely accepted in tourist areas, we recommend taking both. All major credit cards are accepted and will be processed in the local currency unless you choose otherwise. Travellers’ cheques aren’t recommended.
Cape Verde
The official currency of Cape Verde is the Cape Verdean Escudo. It’s a ‘non-convertible’ currency, which means you can only buy it within Cape Verde and you can’t bring it into, or take it out of the country. We recommend you take euros, as they are widely accepted in tourist areas. Mastercard isn’t accepted on the island and credit and debit cards are rarely used, even for ATM transactions. Travellers’ cheques aren’t recommended, either, so cash is definitely the way.
Mexico
The offical currency of Mexico is the Mexican Peso. US dollars are also widely used in tourist areas, so we recommend taking both. All major credit cards are accepted and will be processed in the local currency unless you choose otherwise. Travellers’ cheques aren’t recommended.
Morocco
The currency in Morocco is the Moroccon Dirham. However, it’s a ‘non-convertible’ currency, which means you can only buy it within Morocco and you can’t bring it into, or take it out of the country. We recommend you take pounds and buy dirhams once you’ve arrived in Morocco. Most major credit cards are accepted and will be charged in the local currency. Travellers’ cheques aren’t recommended.
Tunisia
The currency in Tunisia is the Tunisian Dinar. However, it’s a ‘non-convertible’ currency, which means you can only buy it in Tunisia, and you can’t bring it into, or take it out of the country. We recommend you take pounds and buy dinars once you’ve arrived in Tunisia. Most major credit cards are accepted and will be charged in the local currency. Travellers’ cheques aren’t recommended.

Why won’t the website let me enter my full name?

Our website only allows for a maximum 15 characters in the name box. Enter as much as you can and contact us so we can update it for you. Just so you know, we only need your title, first name and surname. You don’t have to include middle names.

Why’s the website charging me the same price for a child and an adult?

Our website shows an average price per person across the whole booking, so it may seem like you’re paying the same price for a child as for an adult. However, this has been adjusted to account for reduced child rates. Just so you know, child prices start when two full paying adults share the same room. You can contact us for a full cost breakdown.

How much do you charge for Infants?

An infant must be aged less than 2 years on the return day of travel and must be older than 14 days for health and safety reasons. Charges for infants vary depending on the route and length of flight and will be detailed in the booking process.

Do I need a visa to travel to Egypt?

British citizens must have a valid passport and a visa to enter most parts of Egypt. You can get your visa at the airport when you arrive, or from the Egyptian Consulate. If you’re only travelling to Taba or Sharm el Sheikh, though, you’ll be fine without one.
For the most up-to-date passport and visa info for Egypt, visit the UK Government website.

 

Who do I call if I have any questions about my gift card?

You can send us a chat on the website or app to speak to our team. Or give us a call on 0203 451 2690. If you’re a corporate customer, please get in touch with our Corporate Sales team on 01709 242064 or by emailing ukenquiries@svmcards.com.

Can I use my Gift Card to book experiences online?

Unfortunately, we don’t accept gift card payments for experiences.

I have lost my gift card what do I do?

Unfortunately, the card is treated as cash and so the balance can’t be refunded if lost, stolen or destroyed.

When does my Gift Card expire?

The value on your card will expire 24 months after the date it was first loaded.

Do I need to have my Gift Card with me to redeem it?

You’ll need your gift card with you when you’re ready to book. To credit the gift card, just enter the serial number.

What is the minimum reload on a gift card?

The minimum reload is £10.

How long will it take for my gift card reload to show on my account?

It can take up to 48 hours for a reload to be credited to your account. If it’s still not showing after 48 hours, send us a chat on the website or app.

Can I pay by gift card?

You can redeem your card with us by selecting ‘gift card’ as the method of payment on the payment page. You’ll need to make sure your gift card has sufficient funds for the transaction. To pay your deposit, the card value needs to be equal to or greater than the deposit amount. Check out our gift card page to find out more.

 

How can I reduce the risk of Deep Vein Thrombosis?

Deep vein thrombosis (DVT) is when muscles are constricted and the return of blood from the legs to the heart is inhibited. This can lead to fluid collecting in the feet and to subsequent muscular aches and pains, a feeling of excess fatigue or very rarely, more serious complications even after your flight has ended.

What is my risk?
Some people are more likely to develop DVT than others. Here are some examples from current medical knowledge:

Those at minor risk:

  • Aged over 40
  • Very tall, very short or obese
  • Previous or current leg swelling from any cause
  • Recent minor leg injury or minor body surgery
  • Extensive varicose veins

Those at moderate risk:

  • Recent heart disease
  • Pregnant or on any hormone medication, particularly the contraceptive pill and HRT
  • Recent major leg injury or leg surgery
  • Family history of DVT

Those at substantial risk:

  • Previous or current DVT
  • Known clotting tendency
  • Recent major surgery or stroke
  • Current malignant disease or chemotherapy paralysed lower limb(s)

If you’re concerned about your risk of suffering from DVT we strongly recommend you seek medical advice before booking.

These steps below may help to reduce your risk:

  • Drink plenty of water during the flight and avoid alcohol and caffeine during the flight (and before)
  • Take only short periods of sleep
  • Do not take sleeping pills
  • Avoid leg discomfort when seated by not crossing your legs
  • Walk around the cabin whenever you can
  • Carry out the simple in-flight exercises shown below and in our in-flight information
  • Wear loose fitting comfortable clothes and shoes when travelling

Our main advice is to avoid being totally static throughout your flight this includes night flights.

What is the Customer Account?

The Customer Account is your personal holiday account where you can:

 – Save your holiday shortlist in one place, no matter which device you choose to shortlist on.
 – See all of your First Choice and TUI bookings in one place.
 – View your travel documents, pay the balance for your holiday and add any extras that you want.
 

How do I create a Customer Account?

All bookings made will also auto-create an account – this is activated through an activation link that will come through to your email account used to make the booking. You can also create an account if you do not have a booking, or have bookings already made. 

To create your account all you need to do is enter your title, name, email address and a password onto the ‘Create Account’ page. You will find this page here

If you already have a holiday booked, to see your current bookings in your account you must use the same email address as you used to book the holiday. 
 

How do I update my personal details in the Customer Account?

You can update your title, gender, name, address and contact number details by clicking on the ‘Update Personal Details’ link on the Customer Account homepage. If you update your name in the customer account, this will not update your booking. 

Unfortunately, you’re not able to update the email address linked with your Customer Account; if you wish to have an account with a different email address, you will have to create a new account.

 

I haven’t received an activation email, what do I do?

Please check your junk or spam folder as it may be there. 
On the Customer Account sign in page, you will find a link to resend your activation email. You can find the sign in page here.
 

I have forgotten my password, what do I do?

On the Customer Account sign in page, you will find a link to reset your password. You can find the sign in page here.
 

I can’t see all of my current holiday bookings in my account, what do I do?

Please ensure that you are listed as the lead passenger on the booking and that the name, email address, date of birth and postal address in your Customer Account, matches your booking.  
 

Why aren’t my previous bookings showing in my account?

The Customer Account will only show previous bookings with a departure date from 1st November 2015
 

Where can I find out more about holiday extras?

On the booking overview page in your Customer Account, you will find links to available holiday extras.
 

Can I cancel or amend my holiday through the Customer Account?

If you booked online
You can find details of how to amend or cancel your booking on the booking overview page within your customer account.

If you booked in a Holiday Store 
Please pop in to the TUI Holiday Store that booked your holiday, to find your store please use the shop locator.

If you booked over the phone
Please call 0203 451 2690
 

I want to unsubscribe from marketing emails, how do I do this?

If you wish to unsubscribe, you can find an unsubscribe link at the bottom of all our marketing emails.

I booked my holiday in a Holiday Store; can I use the Customer Account?

If you booked your holiday through a TUI Holiday Store, you can still use the Customer Account to view all of your bookings and travel documents, as well as available extras.

In order to pay your balance or amend or cancel your booking you will need to contact your local TUI Holiday Store. To find your nearest store please use the shop locator.
 

Where can I find more information about health and safety when travelling?

The Foreign & Commonwealth Office and the NHS have all the latest advice on staying safe and healthy abroad. The advice can also change so make sure you check your sources regularly for updates.
For more on security, local laws and passport and visa information, see www.gov.uk/travelaware.
You can also stay up to date with current travel health news by visiting www.travelhealthpro.org.uk.
For changes from 1st January 2021 as a result of Brexit, check out https://www.gov.uk/visit-europe-1-january-2021.

 

What if I don’t want to use an account?

You choose whether to activate it or not via the email activation link. 

Where can I book Lapland holidays?

You can book Lapland holidays with our sister company, TUI. Please take a look at the TUI website  to see the holidays available.

 

 

What transfers are included in a Multi-Centre holiday?

All your transfers are included within the cost of your holiday. This involves transfers from and then back to the destination airport, as well as all internal transfers between the different holiday locations. Please check your Internal Transfers Breakdown document for full details. 

What transfers are involved in a ‘Go As You Please’ Multi-Centre holiday?

When you book a ‘Go As You Please’ Multi-Centre holiday, you’ll be flown to the destination airport, from which point you’ll be free to begin your own adventure. You can travel to wherever you like within the destination and stay in accommodation of your choosing, completely under your own steam.

The second part of your holiday will be spent in a hotel booked through us, and we’ll take you from this hotel to the airport at the end of your holiday. However, you’ll need to arrange all other transfers yourself. 

When will I be told which internal flight I’m on?

All internal flights are booked by our teams in resort. A TUI Destination Services Advisor will give you the details and tickets for your internal flights – where applicable – when you arrive in your first destination.

When will I find out the details of my transfer times?

You’ll be given full details of all of your internal transfer times and dates when you arrive at your first hotel. The only exception to this will be if you need to take an internal flight to your first hotel.

What types of transfers are there?

Transfers vary, depending on the Multi-Centre itinerary. All transfers will be private, meaning they’ll be in a taxi or a private minibus, sometimes alongside other TUI customers. Ferries and internal flights will also be provided and arranged for you, where specified by the itinerary.

How do I know if an internal flight is included within my Multi-Centre holiday?

All of our Multi-Centre holidays to Vietnam include internal flights to and from the mainland, as your initial outbound flight touches down on the Vietnamese island of Phu Quoc. This is also where you’ll board your return flight to the UK at the end of your holiday.

For Multi-Centre holidays to all other destinations, details of any internal flights are included within the itineraries on our website. Please note, specific information on internal flights won’t appear on your customer documentation.  

What’s included on a tour?

On almost all of our tours, a private guide is included as part of the package. You’ll be staying at a variety of hotels, which have been handpicked by us for their quality – ratings-wise, they range from 3T to 4T. The board basis varies depending on the tour – the full details are listed within the itineraries on our website.

What if I want to go to each location for a different duration to those specified?

Unfortunately, we’re not able to change the durations we offer. All itineraries are generally for 7, 10, 11, or 14 nights.  

What size are the tour groups?

All of our tours are for small groups. On average, there’ll be no more than 20 passengers per tour.

What if I want to stay in a different hotel to those offered within the Multi-Centre holiday itinerary?

Unfortunately, you can only stay in the hotels listed against the Multi-Centre holiday itineraries. We’ve handpicked these hotels based on their location and quality. 

Can I upgrade my flights or hotel board basis?

You’ll be able to upgrade your seats on the plane to Premium, if you’re flying long haul. Plus, there are Seats with Extra Legroom, or Seats with Extra Space. Subject to availability, you’ll also be able to upgrade the board basis at the hotels you’ve chosen.

Will there be a resort team at the destination?

At hotels where we’re also offering our main beach programme, there’ll be a resort team on hand to answer any questions you may have and provide assistance. If you’re on a tour or travelling to a destination that falls outside of our main beach programme, you’ll have 24-hour support via our HolidayLine:
 

  • <::marker>Email us
  • <::marker>Call +442038303111 (calls from abroad will be charged at international rates)
  • <::marker>Text 80247 (text messages are charged at your standard network rate)

What’s included on a First Choice All Inclusive Tour?

Three meals a day, two drinks at lunch and dinner, plus soft drinks and water on the tour bus.

What are the Package Travel and Linked Travel Arrangement Regulations 2018?

The government and travel industry have a long history of providing protection to holidaymakers. From 1st July 2018, relevant First Choice bookings are governed by the Package Travel and Linked Travel Arrangement Regulations 2018. These regulations provide increased protection for consumers, for example, by ensuring the correct level of information is provided throughout the customer journey, and by making the Organiser liable for the performance of the package. If your First Choice holiday is protected by the Package Travel and Linked Travel Arrangement Regulations 2018, you will be advised of this before you pay for your holiday.

Can First Choice guarantee that my access requirements will be fulfilled?

We’ll only be able to provide you with the accessibility information and services you need if you make us aware of your access needs ASAP. Please let us know either before you book or as soon as you can after and we’ll do our best.

Can I speak to someone about my accessiblity needs?

Our Assisted Travel team are on hand to answer any questions and make sure your trip works for you and anyone you’re travelling with. They’ll be more than happy to look into the accessibility of any accommodation you’re interested in and they can also arrange airport or flight assistance to get you there smoothly. Give them a call on 020 3451 2690.*

What does generally suitable or not generally suitable for persons with reduced mobility mean?

“General suitability” is a term used to give a high-level overview of the accessibility status of our travel products.

There’s no legal or industry definition of what “general suitability” means, but we’re bound to supply you with this information by law. We also understand that our travel products and customers needs are always different. So, we’ve developed our own set of criteria that defines “general suitability” for each individual travel product. These have been created in line with feedback from customers, colleagues and industry experts, taking into consideration the wide range of access needs our customers may have.

You can check out First Choice’s definition of “general suitability” by travel product here. We’re always working to expand the range of “generally suitable” products available to our customers.

Our specialist Assisted Travel Team are the ones to go to if you have any questions or concerns about the accessibility of one of our products. They’ll be able to look into the suitability of various accommodations you’re interested in, services you may need and even ask for extra details from our suppliers, if needed. You can give them a call on 020 3451 2690.*

*Calls from UK landlines cost the standard rate, calls from mobiles may be higher. Check with your network provider or visit our Assisted Travel page for more information.

How does it work?

Direct Debit payments can be set up to spread the cost of your holiday over several months. The balance of the holiday is equally split between the months from the time you set up the Direct Debit to when the last payment is due. So you can secure your trip without forking out for it all at once!

 

Do I need to pay a deposit before setting this up?

Not necessarily, we offer £0 deposit options on lots of our trips.

Is Direct Debit only for the lead passenger?

Yes, the lead passenger will be in charge of setting up and making the Direct Debit payments.

What packages are eligible for Direct Debit payments?

In order to be eligible for Direct Debit, your holiday booking needs to be made at least 182 days or 26 weeks before departure. Check our ways to pay page for more info on which trips are eligible for Direct Debit.

Is Direct Debit available on all First Choice holidays?

Direct Debit is an option available on some First Choice holidays depending on which airline you’re flying with. Check our ways to pay page.

How do I set up a Direct Debit?

The option to book by Direct Debit will be available as long as you’re booking an eligible trip, and the date of travel is more than 182 days before departure. You can also set this up in Manage My Booking on our website or app. Check our ways to pay page.

Can I choose the amount of instalments?

No, the amount of instalments is calculated automatically based on the date of your booking and the departure date. There’s always a minimum of three instalments to pay.

Can I change the day the Direct Debit instalment is taken?

You can choose the day of the month that the Direct Debit comes out when you set up the payments.

When is the last Direct Debit payment due?

The last payment is due 98 days before your departure. Just so you know, this is two weeks earlier than the standard booking terms.

 

I’ve finished paying my Direct Debits. I’m departing within 84 days and want to add an upgrade to my booking. Why can’t I pay by Direct Debit?

98 days is the cut-off for us to collect your final Direct Debit before you travel. You can’t add on any extras using this payment method after then, you’d have to pay upfront.

Can I make any ad-hoc payments, even though I’m paying by Direct Debit?

Sure! You can make payments through our website or by speaking with our team on 020 3830 3111 – your Direct Debit payments will then be recalculated accordingly.

Is there a dedicated Contact Centre team for Direct Debit enquiries? What are their details?

You can contact us on 020 3830 3111 and we’ll direct you to our Direct Debit team.

I can see you’re working with Experian. Why?

We work with Experian to make sure your address and bank account match, to reduce the risk of fraud.

I’ve changed my bank, using a bank switching process. Do I need to do anything to make sure my holiday is paid for?

You’ll need to pay the remaining balance of your holiday at the time of making the change.

What happens to my Direct Debit payments and refunds if I cancel my booking?

This works the same as other holiday payments. If you cancel your booking, you’ll receive the refund you’re due, based on our standard booking terms and conditions.

I want to move my holiday to later in the year. What would happen to my Direct Debit payments?

Any change in cost will be recalculated, based on the current number of months until your holiday.

 

I’ve been asked by First Choice to change my holiday so I’m travelling sooner, but still outside of 84 days. What would happen to my Direct Debit payments?

Depending on how many payments have already been made, your payment schedule and the Direct Debit amounts will be changed so you can pay your holiday balance sooner.

 

I want to change my holiday so I’m travelling sooner. What would happen to my Direct Debit payments?

If you move your holiday to a closer date, then your Direct Debit might not be valid and you may need to pay the full balance, depending on how far away the new departure date is.

I’ve been asked by First Choice to move my holiday to later in the year. What would happen to my Direct Debit payments?

Any change in cost will be recalculated, based on the number of months until your holiday.

Can I take currency into Tunisia?

You can take pounds, euros and dollars into Tunisia to exchange into Tunisian Dinar once you’re in the country. However, taking Tunisian Dinar into or out of the country is illegal.

Most hotels have cash points that accept UK cards where you can withdraw Tunisian Dinar. Some hotels also offer currency exchange services.

 

Do I need to pay a tourist tax in Tunisia?

Customers travelling to Tunisia have to pay a hotel tax. This is two Tunisian Dinars per person per night for 3-star hotels and three Tunisian Dinars per person per night for 4 and 5-star hotels. This must be paid on arrival to the hotel and can’t be reclaimed if you leave early. The maximum number of nights the tax can be charged is seven, so customers staying longer than a week will only pay for the first seven nights of their stay. Children under 12 are also exempt from paying the tax. Hotel tax is charged instead of the airport exit tax, which Tunisia used to charge.

I have a hidden disability, how can I contact you?

Airline support

If you’re travelling with TUI Airways, they’ve joined forces with the Hidden Disabilities Sunflower Lanyard Scheme®. Wear one of these around your neck and the staff at the airport will see that you have a hidden disability. They’ll then do whatever they can to make your journey as easy and stress-free as possible, without drawing any unwanted attention.

If you’re travelling with another airline, lease check directly with them.

In resort support

If you need support in resort, please contact our Assisted Travel team on 02034512690.*

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

Is there a smoking ban in Mexico?

As of 15th January 2023, Mexico has passed a new law making it illegal to smoke anywhere in public. But, there will still be designated smoking areas in most hotels.

Can I book my baby into the crèche before I arrive at my destination?

For hotels that have a crèche, you’ll normally be able to book on arrival. If you want to ask about pre-booking, we suggest you contact the hotel in advance.

How do I find out what the entry requirements are for the country I’m travelling to?

The Government-run Foreign, Commonwealth & Development Office website is the best place to check. You’ll find all the latest info on here.

What are the entry requirements for the United States of America?

You’ll need to purchase an Electronic System for Travel Authorisation (ESTA) at least 72 hours before you depart to enter the United States.

You may not be eligible to participate in this Visa Wavier Program (ESTA) if you’ve visited certain countries, including Cuba, in which case, you’ll need to apply for a visa.

For more information, check out the official ESTA Application Website, U.S. Customs and Border Protection and also the FCDO for the latest advice and costs.

What are the entry requirements for Aruba?

British citizens must have a valid passport to visit Aruba. This should be valid for the duration of your stay.

You won’t need a visa but you’ll need to complete an Embarkation and Disembarkation Card (ED-card). You can complete a digital ED-card online after you’ve booked your flights.

The digital ED-card must be completed at least 48 hours before your departure. But, don’t worry – if you don’t get it done in time, you’ll be able to complete a paper form on the plane. You can then hand this to the immigration officer when you arrive.

What are the entry requirements for the Dominican Republic?

British citizens must have a valid passport to visit the Dominican Republic. You’ll need a tourist visa card, too, which is included in the cost of your trip.

For the most up-to-date passport and visa information, head over to the Foreign, Commonwealth and Development Office website .

What are the entry requirements for Turkey?

British citizens visiting Turkey for up to 90 days within a 180 day period won’t need a visa. However, your passport will need to be valid for at least six months after the date you arrive in Turkey and at least three months after the date you leave.
Please check the FCDO website for the most up-to-date information.

I want to cancel my booking and receive a refund – what should I do?

Here’s our step-by-step guide on how to cancel your booking:

Just so you know, this video takes you through how to cancel your holiday booking on the TUI website, but the process is the same on the First Choice website.

If you’ve booked a package holiday or have an accommodation-only booking, you’re entitled to your money back within 14 days if we have to cancel it. Unless we’ve cancelled your booking or given you the option to cancel your booking, any cancellations are subject to our standard booking terms and conditions.

You can use Manage My Booking to change or cancel your holiday if you booked a package holiday on our website or on the First Choice app, and if your flights are with certain airlines. If you have an accommodation-only booking or you want to change any extras, please call 0203 451 2690 to speak to us directly. Our lines are open between 9am and 5:30pm from Monday to Friday, 9am-5pm Saturday and 10am-5pm on Sunday.

How do I change my booking?

You’ll need your booking confirmation number, your departure date and the surname of the lead passenger in order to make any changes – you can find all of this on your booking confirmation email.

  1. Go to Manage My Booking.
  2. Add your details and click ‘Login to your booking’.
  3. Once you’re logged in, you’ll see a section titled ‘View or change your booking’ at the top of the page.
  4. Click ‘Change your holiday’, then the window titled ‘Change your holiday’.
  5. On the next screen, you’ll see our holiday search panel. Edit this to reflect the new holiday you want to change your booking to and click ‘Search’. Then choose the date you’d like for your new holiday.
  6. On the next screen, you’ll see a description of the holiday you’ve chosen. If you’re happy with this, click ‘Continue’. Or, go back to search for a different trip.
  7. You’ll then be presented with a summary of your new holiday. If your new holiday is cheaper than your original booking, you’ll be refunded the difference. If your new holiday is more expensive, you’ll need to pay the difference. FYI, if you’re changing your booking from a cancelled package holiday, you’ll only pay the difference once any incentives have been applied.

You’ll need to pay any outstanding amount 12 weeks before your new departure date. If your new holiday is due to depart within 12 weeks from when you’re making the booking, you’ll be taken to our payment page to pay the outstanding balance before you reach the confirmation page.

  1. Once you’re happy with your booking, click ‘Continue’. You’ll then see a summary of your current booking alongside your new booking. If you’re happy with this, click ‘Confirm changes’. If you’d like to make some tweaks, you can click ‘Make more amendments’.
  2. You’re all done! We’ll send you a confirmation of your booking change to your email address.

How do I change or cancel a booking that was made using a refund credit?

If the holiday you’d like to amend to costs less than your previous booking, we’ll refund you the difference. Unfortunately, if you’ve used a refund credit, we won’t be able to process this online for you. To change your booking, please call us on 0203 451 2690. You can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday.

If you’d like to cancel your booking, you’ll also need to call us on the same contact number and a member of our team will be able to process a refund for you.

Will I get a refund or extras or upgrades that I booked for my holiday?

If you booked any holiday extras with us at the time that you made your booking online or in Manage My Booking, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund. This also applies to any extras bought through holiday-extras or if you purchased AXA Insurance travel insurance through First Choice.

If you booked any other extras with us, we’ll proactively contact you.

If you booked any extras through a third party, you’ll need to contact them directly.

My holiday’s been cancelled for a second time – where do I stand?

We’re sorry you’ve been impacted by holiday cancellations more than once. You’ll be entitled to the booking incentive that’s valid at the time we notify you of your cancelled holiday. The amount of your incentive will be included in your cancellation email from us. This means that any incentive you received on your previous holiday that was cancelled will not be retained.

I’m due a full refund, but have only received a partial refund so far – why is this?

Due to card payment regulations, if you paid for your holiday in instalments – for example, you paid a deposit then two further payments – we have to refund each transaction individually. So, you might notice a refund that’s smaller than you expected coming into your account. Don’t worry – if you’re entitled to a full refund, all your payments will be refunded to you via your original payment method. If you paid different transactions via different payment methods, you might notice a delay between your refunds, but rest assured that you will receive your full refund.

I’ve heard that my hotel won’t be open for my holiday dates – will my holiday be cancelled?

Please be assured that we’re working closely with all of our hotel and resort partners to find out what other great hotels are available at the time of your holiday. For package holiday customers, we’ll be in contact with you to discuss your options as soon as we can. Accommodation-only customers will receive an automatic refund within 14 days of receiving their cancellation email if we have to cancel.

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