Frequently Asked Questions

Frequently Asked Questions

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

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 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.

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 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.

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.

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