For some destinations you will be required to get a visa and/or comply with certain health requirements. You can find all the relevant details on the Foreign and Commonwealth Office website. It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel documentation before travelling.
Our cancellation rules vary based on the type of product you would like to book: - Cancellable hotel-only sales: you can cancel your stay and receive a refund up until 8 or 30 days before check-in (this will be specified on the sale info). If you decide to add flights to the hotel stay on our site, the flight part will not be refundable. - Non-refundable hotel-only sales: cancellation is not possible - Trusted Partner Flexible Holidays: in the offer details you will find a link to the supplier's T&Cs to find out more about the cancellation condition of the deal. - Secret Escapes Flexible Holidays: the cancellation policy depends on the deal you would like to book. To find out more, please click on the ‘The Secret Escapes Cancellation Terms and Conditions’ link under the ‘Additional information’ section for the offer you’re interested in booking.
We are sorry to hear you are having issues placing your booking! Please kindly make sure you include any error message or screenshot that may allow us to help you faster. Mentioning the type of device or browser you're using to navigate on our site could also help.
You can pay for your booking using a credit or debit card (Visa, Mastercard and American Express accepted) or via PayPal. Unfortunately, we are unable to accept bank transfer payments. You can't pay with instalments unless you are looking to book one of our Secret Escapes Flexible Holidays. If you book this type of deal 35 days before departure, you can choose to pay in parts. The deposit will be 50% of the deal’s price. You will be provided with an overview of the amounts to be paid and the number of instalments you can have when you reach the payment page at the end of the booking process.
If you are adding flights to a hotel-only deal on our site, you can check the default luggage allowance by clicking on "Select Flights" and then you will see the luggage inclusion under each flight option provided. For Trusted Partner Flexible Holidays, you'll be able to find the included luggage allowance in the offer bullet points, offer details, and 'Travel details' section for each sale. For Secret Escapes Flexible Holidays, you'll be able to find the included luggage allowance in the 'Choose your flights' section in the booking flow, under 'Luggage'
We know that many of you are travelling to celebrate a special occasion and we'd love to help you to add the finishing touches. We recommend contacting your hotel or holiday supplier directly with your request, as they are best placed to make the magic happen.
For hotel-only bookings, Secret Escapes acts as an agent between our members and our hotel partners, therefore we are not in the position to support you with your travel insurance claim and we suggest liaising with your travel insurance provider. If you need written confirmation that your booking has been cancelled and nothing has been paid to you, please contact the hotel directly using the contact details you can find in your confirmation email.
If your flights are cancelled by the airline or are impacted by transportation strikes, we will get in touch to notify you of the issue and provide you with options. We'd suggest avoiding sending multiple forms to reach us, as it may prolong your case being resolved. If you are already at the airport and your flight is impacted by a cancellation or strike, we'd suggest getting in touch with the airline directly as they'll be better suited to provide immediate support.
You should have received a confirmation email to your registered email address. If you’re unable to find it in your inbox, you can access your confirmation by logging in to your account, clicking on your name in the right-hand corner of the site, and selecting ‘Bookings’ from the drop-down list. From here, you can either request for your booking confirmation to be resent, or print your details. The booking reference number for the flights you can use to check-in online on the airline's site are sent in a second email soon after the booking has been placed.
You can check the luggage allowance on your booking confirmation, under the section called "Traveller(s)". If you’re unable to find the confirmation email in your inbox, you can access it by logging in to your account, clicking on your name in the right-hand corner of the site, and selecting ‘Bookings’ from the drop-down list. From here, you can either request for your booking confirmation to be resent, or print your details.
You can find the instructions on how to check-in for your flights on the second confirmation email you should have received from us with the updated flight details. This information will be at the bottom of the "Traveller(s)" section in the confirmation email. Please note that the vast majority of airlines will open their online check-ins only 48 hours prior to the designated departure time.
We are sorry about this! Please complete this form and our team will be happy to send you a PDF copy of your ATOL certificate
We do not currently sell travel insurance, however we strongly recommend you purchase adequate travel insurance for your trip. Whether it’s a foreign holiday or a local break, it’s best to be on the safe side. If you need written confirmation that your booking has been cancelled and nothing has been paid to you, please contact the hotel directly using the contact details you can find in your confirmation email.
If you booked a Secret Escapes Flexible Holiday and you did not complete your passport details at the time of booking, you will have received an email asking you to complete the missing information in order to be able to complete your booking. Please follow the instructions on your email to proceed further with your booking. If you did not receive this email, please get in touch with us and we will be happy to support you.
Please provide the details of your special request for your package booking in the box below and submit your request. Please note we cannot guarantee your request will be possible, however we will reach out to the relevant suppliers for you and update you on the outcome in due course.
You can retrieve your booking confirmation by logging into your Secret Escapes account, find the relevant booking and click on "View or change booking". Within that trip overview you will also be able to view the flight details you will need to process the online check-in for your flight (if needed).
You can check your luggage allowance by logging into your Secret Escapes account, find your booking and click on "View or change booking". The baggage allowance can be found under the "Flight" section of the trip overview.
You can find the flight booking reference and instructions on how to process an online check-in with the airline on the trip overview of your booking under the section called "Flight". To access the trip overview, you should log into your Secret Escapes account, find your booking and click on "View or change booking". Please note that the vast majority of airlines will open their online check-ins only 48 hours prior to the designated departure time.
We do not currently sell travel insurance, however we strongly recommend you purchase adequate travel insurance for your trip. Whether it’s a foreign holiday or a local break, it’s best to be on the safe side. If you need help with your insurance claim and you booked one of our Flexible Packages, we can provide a cancellation certificate for you, reporting that the booking was cancelled/unused and no refund was provided to you. Just complete this form and our team will be in touch.
Please make sure you attach a proof of the extra charge you would like to report by using the attachment functionality in this form. This will allow us to help you faster.
Please note that your Secret Escapes confirmation email can act as a proof of payment in case you are claiming for expenses. You can always download your confirmation email from your account. Self-serve if you have a hotel-only booking: you can log into your Secret Escapes account, select "View booking" and you can choose to "Download receipt". If you booked a 'Trusted Partner Flexible Holidays' and you are paying the supplier directly, we suggest you get in touch with them directly as we won't be able to provide you with a payment breakdown, as we do not collect the funds.
Before you submit your request, please note: For hotel and package bookings with our trusted Partners, Secret Escapes acts as an agent between you and the hotel or tour operator, and therefore cannot issue an invoice for a sale made by the hotel or tour operator. Should you require an invoice displaying the VAT paid, we suggest you contact the hotel or the supplier directly via the contact details on your booking confirmation. Secret Escapes can only issue a separate invoice displaying the VAT for either 'Secret Escapes Flexible Holiday' bookings (where Secret Escapes is the tour operator) or for any applicable booking fees or card surcharge.
We currently do not offer the possibility to modify these elements of your booking. You are welcome to submit your request using this form and we will get in touch with the hotel on your behalf. Please note we cannot guarantee the hotel will be able to accommodate your change request and any extra cost quoted by the hotel will have to be covered by you.
If your Cancellable hotel-only booking is within the cancellation period you can change the dates of your booking yourself. To do this, simply sign in to your account and find the relevant reservation under ‘Bookings'. Here, you will see the option to change your dates. Please note, changing the dates of your booking is subject to availability. If you booked a non-refundable hotel only offer, unfortunately as per your booking conditions the dates of your booking cannot be amended. You can find more information on this in your booking confirmation and in your Secret Escapes account. Should you not see the dates you want on our calendar when you go to rebook, please get in touch as we can contact the hotel to check if they can accomodate the date change. Please make sure you provide your new desired check-in date (dd-mm-yyyy) when adding your message in the box below. We rely on the hotel to authorise any date change of this type and this may involve extra costs you will need to cover.
Regrettably we are unable to facilitate this type of change for your hotel-only booking.
Regrettably we are unable to facilitate this type of change for your hotel + flights booking. If this change is needed for a personal emergency, please complete this form informing us of the reason for your change request and providing the new desired dates in the format dd-mm-yyyy.
Regrettably we are unable to facilitate this type of change for your hotel + flights booking.
A change of departure airport or flight times is possible only if you are travelling in more than 7 days and if the new airport or flight times (with the same airline) are available on the live sale you booked. Any extra cost that may apply will need to be paid in advance before we can process the amendment for you. To submit your request you can use this form. Please kindly make sure your request includes the following details. This will make sure we have all the details we need to help you faster. New departure airport: Flight details for preferred departure airport (airline, flight number, travel dates, flight time): -------------------------------------------- New flight times: Flight details of the preferred new flight as presented on the sale (airline, flight number, travel dates, flight time):
A flight upgrade is only possible if you are travelling in more than 7 days. To submit your request you can use this form. Please kindly make sure your request includes the following details. This will make sure we have all the details we need to help you faster. Upgrade type (e.g. business class, economy comfort): Passenger names for which you need an upgrade: Flight segments for upgrade (e.g. outbound only / inbound only / all flights):
You can add luggage, sets or meals by accessing your flight booking on the airline's website. You can find more info on how to log onto the airline's website on the second email you should have received from Secret Escapes containing all the flight information. If you decide to contact us with this form, we'll of course be happy to guide you through the process, but trying to self-serve first could spare you some time.
You can add special assistance by accessing your flight booking on the airline's website. You can find more info on how to log onto the airline's website on the second email you should have received from Secret Escapes containing all the flight information. If you decide to contact us with this form, please be specific describing the type of assistance you need. We'll be happy to guide you through the process, but you may want to try and self-serve first to spare some time.
We'll be happy to check with the airline for you, to understand if it's possible to make the requested changes and if there will be any costs associated. Any extra cost that may apply will need to be paid in advance before we can process the amendment for you. Please submit your request using this form. In the text box below, we'd ask you include the following details according to the information you need to get changed: Old details: - Name of traveller: New details: - First name: - Last name: - Date of birth: - Gender: In order to speed up the process for you, you're also welcome to attach a copy of the traveller's passport.
In order for you to check-in or add luggage/ seats/meals/special assistance for your Ryanair flights, you will need to log into your flights' reservation: 1. Go on the airline's website with your flight reference number (or PNR) at hand. That can be found in the second email received from Secret Escapes with your flight details. 2. Click on "My Booking" on the top right-hand side, click on Reservation number login. 3. The Reservation number to enter is the one you can find in your confirmation emails mentioned above. The email address you need to enter is touroperating+ordernumber@secretescapes.com ((where the order number = the last 8 digits of your Secret Escapes booking ID - e.g. if your booking ID is A14940-14348-12679998, then the email to log into Ryanair's reservation will be touroperating12679998@secretescapes.com Please note that online check-ins for this airline will open 4 days before the designated departure time.
A change of date for your package is possible only if you are travelling in more than 7 days and if your new dates are available on the live calendar of the sale you booked. Any extra cost that may apply will need to be paid in advance before we can process the amendment for you. To submit your request you can use this form. Please kindly make sure your request includes the following details. This will make sure we have all the details we need to assist you in the swiftest way possible. New arrival date: New departure date: New number of nights (duration): Will you need any of the other elements changed? (e.g. hotel, room type) New flight details (as presented on our site - airline, flight number, travel dates, flight times)
A change of departure airport or flight times is possible only if you are travelling in more than 7 days and if the new airport or flight times (with the same airline) are available on the live sale you booked. Any extra cost that may apply will need to be paid in advance before we can process the amendment for you. To submit your request you can use this form. Please kindly make sure your request includes the following details. This will make sure we have all the details we need to assist you in the swiftest way possible. New departure airport: Flight details for preferred departure airport (airline, flight number, travel dates, flight time): -------------------------------------------- New flight times: Flight details of the preferred new flight as presented on the sale (airline, flight number, travel dates, flight time):
A flight upgrade is only possible if you are travelling in more than 7 days. To submit your request you can use this form. Please kindly make sure your request includes the following details. This will make sure we have all the details we need to assist you in the swiftest way possible. Upgrade type (e.g. business class, economy comfort): Passenger names for which you need an upgrade: Flight segments for upgrade (e.g. outbound only / inbound only / all flights):
You can add luggage, sets or meals by accessing your flight booking on the airline's website. You can find more info on how to log onto the airline's website on your email confirmation or within your Secret Escapes account --> View or change booking ---> section called "Flights". If you decide to contact us with this form, we'll still be happy to guide you through the process, but trying to self-serve first could spare you some time.
You can add special assistance by accessing your flight booking on the airline's website. You can find more info on how to log onto the airline's website on your email confirmation or within your Secret Escapes account --> View or change booking ---> section called "Flights". If you decide to contact us with this form, please be specific describing the type of assistance you need. We'll be happy to guide you through the process, but you may want to try and self-serve first to spare some time.
Please make sure you submit your request via this form and that you include the following details using the text box below: - For a car upgrade: please specify the type of car you would like to upgrade to. - If you are travelling with other people + you have multiple package bookings with us + you would like to travel with one/fewer cars: Please provide the name of the main driver (it can only be one person) and information on any specific car type/number of cars you would like to have. - GPS / Child seat: Please include if you would like to add to your car hire booking. - Change of main driver: please make sure you specify the full name of the current main driver and the full name of the new main driver. We'll send you a quote of the extra cost to make the change and then a payment link if you accept to proceed.
Please make sure you submit your request via this form and that you include the following details using the text box below: - To add an excursion: please provide the name of the excursion and the date you would like to book it for (dates are subject to availability). - To change an excursion: please specify which excursion you would like to change and to which date (dates are subject to availability). We'll send you a quote of any extra cost to make the change and then a payment link if you accept to proceed. - To remove an excursion: please provide the name of the excursion you would like to cancel.
A change of the hotel/s included in your package is subject to availability and possible only for another hotel that was proposed on the package deal you booked. Please use this form to submit your change request and kindly include the following details: - Reason for your change request: - Name of the current hotel and name of the new hotel: We'll then be in touch regarding the feasibility of your request and providing a quote for any additional costs applicable.
In order for you to check-in or add luggage/ seats/meals/special assistance for your Ryanair flights, you will need to log into your flights' reservation: 1. Go on the airline's website with your flight reference number (or PNR) at hand. You can find this on your email confirmation or within your Secret Escapes account --> View or change booking ---> section called "Flights". 2. Click on "My Booking" on the top right-hand side, click on Reservation number login. 3. The Reservation number to enter is the one you can find in your confirmation emails mentioned above. The email address you need to enter is touroperating+ordernumber@secretescapes.com (where the order number = the last 8 digits of your Secret Escapes booking ID - e.g. if your booking ID is A14940-14348-12679998, then the email to log into Ryanair's reservation will be touroperating12679998@secretescapes.com
As the holiday you’re enquiring about is provided by one of our Trusted Partners, we advise you to contact the supplier directly, as they will be best placed to answer your queries accurately. As Secret Escapes acts as intermediary for this deal, the supplier should be able to quickly clarify any details around the offer you have booked. If you still decide to get in touch with us, we'll still be happy to support you by contacting the supplier on your behalf.
For Cancellable hotel bookings, you can cancel your booking up to 8 or 30 days before your check-in date to receive a credit refund of your hotel cost (depending on the sale you've booked) minus any cancellation fees applied to your booking. You are able to cancel upcoming bookings on cancellable deals yourself. If you would like to do so, simply head to your account and find the relevant reservation under My Bookings - alongside it, you will see the option to cancel it. For Non-refundable hotel bookings, a cancellation is not possible.
If you are within the cancellation period, head to your Secret Escapes account, find the relevant booking and click on "View or change booking". If the booking is eligible for cancellation, you will see an option to proceed.
Although a cancellation wouldn't be possible, we know that sometimes life can get in the way. Please use this form to send us your cancellation request including the reason why you'd need to cancel. We will be happy to contact the hotel on your behalf. As your booking is outside the cancellation terms, it will be up to the discretion of your individual hotel to decide if they are willing to offer a cancellation. Please note that our cancellation fee will apply (if relevant to your booking), should the hotel agree to a cancellation.
For Cancellable hotel bookings, you can cancel the hotel part of your booking up to 8 or 30 days before your check-in date to receive a credit refund of your hotel cost (depending on the sale you've booked) minus any cancellation fees applied to your booking. You are able to cancel upcoming bookings on cancellable deals yourself. If you would like to do so, simply head to your account and find the relevant reservation under My Bookings - alongside it, you will see the option to cancel it. Please note that the flight element of your booking is not cancellable and if you decide to proceed with a self-serve cancellation, your booking (hotel + flights) will be cancelled, but we will be able to return only the hotel costs to you. Important: if you would like to keep the flight in your booking, please let us know via this form, as we'll be happy to support you. For Non-refundable hotel bookings, a cancellation is not possible for either the hotel or the flight elements of the booking.
Although a cancellation wouldn't be possible, we know that sometimes life can get in the way. Please use this form to send us your cancellation request including the reason why you'd need to cancel. We will be happy to contact the hotel on your behalf. As your booking is outside the cancellation terms, it will be up to the discretion of your individual hotel to decide if they are willing to offer a cancellation. Please note that our cancellation fee will apply (if relevant to your booking), should the hotel agree to a cancellation. Please note that the flight part of your booking is not refundable and we won't be able to return its cost to you even if we receive authorisation from the hotel to cancel the hotel part. If you would like to keep the flights in your booking, please include that in your request.
We are not in the position to support you with your travel insurance claim and we suggest liaising with your travel insurance provider. If you need written confirmation that your booking has been cancelled and nothing has been paid to you, please contact the hotel directly using the contact details you can find in your confirmation email.
"Secret Escapes Flexible Holiday"deals are partially refundable up until a certain point before your departure date. This date will differ depending on the offer you have booked. You can check how much you'd be able to recoup today if you were to cancel your package booking by logging into your Secret Escapes account, click on your name in the top right hand corner of the site and click on 'My Bookings'. Select your 'Secret Escapes Flexible Holiday' to enter 'Your trip view'. From here, click on 'Cancel booking'. You'll then be able to see how much we can refund you based on the terms and conditions. If you wish to proceed, please tick 'I agree with the cancellation' and we will then process this for you.
To cancel your ‘Secret Escape Flexible Holiday’ (provided by Secret Escapes), please log in to your account, click on your name in the top right hand corner of the site and click on 'My Bookings'. Select your 'Secret Escapes Flexible Holiday' to enter 'Your trip view'. From here, click on 'Cancel booking'. You'll then be able to see how much we can refund you based on the terms and conditions. If you wish to proceed, please tick 'I agree with the cancellation' and we will then process this for you.
If you won't be able to use your "Secret Escapes Flexible Holiday" we would suggest you cancel your booking via your Secret Escapes account (see below for more info on how to do that) and then use the cancellation emails you will automatically receive for your travel insurance claim. Should you need a cancellation confirmation for a booking after the check-in date, please complete this form requesting a cancellation certificate. If the booking was a no-show, we will issue a PDF document reporting that the booking was cancelled/unused and no refund was provided to you, which can be used for your insurance claim. More information on how to self-cancel: please log in to your account, click on your name in the top right hand corner of the site and click on 'My Bookings'. Select your 'Secret Escapes Flexible Holiday' to enter 'Your trip view'. From here, click on 'Cancel booking'.
Although a cancellation wouldn't be possible, we know that sometimes life can get in the way. Please use this form to send us your cancellation request including the reason why you'd need to cancel. It would be helpful if you could also attach a doctor's note or death certificate (where applicable) supporting your request. We will be happy to support you by recouping the funds for at least some of the elements in your package. Please note that we can accept a cancellation request only from the main traveller.
In case you have been contacted via email about a change to your booking, we kindly ask you to follow the instructions provided in the communication you received and avoid submitting your query via multiple channels as it may prolong your case being resolved. We most likely provided you with the best way to reply and discuss the options for your booking in the email sent to you about the change.
In order to minimise the impact of this inconvenience on the overall quality of your stay, we kindly ask you call us instead of submitting this form, if you are experiencing this during our office hours: +44 (0) 203 608 0135 (Monday - Sunday, 9am - 8pm) If you are reaching out outside office hours, please speak with the hotel's staff to ensure they can accommodate you for the night and also provide us with the details of your experience via this form. We'll be happy to contact you during business hours to find a solution and discuss any extra cost you may have incurred into for the accommodation on the first night.
We would suggest you have a conversation directly with your hotel's Management team about the issues you are experiencing, as they are best placed to resolve any problem you may have encountered with the least impact on the quality of your stay. Should their response to your query fail to meet your expectations, you are welcome to contact us by completing this form or directly by phone: +44 (0) 203 608 0135 (Monday - Sunday, 9am - 8pm).
If it's urgent, please make sure you call us on +44 (0) 203 608 0135 (Monday - Sunday, 9am - 8pm)
If your flights are cancelled by the airline or are impacted by transportation strikes, we will get in touch with to notify you of the issue an dprovide you with options. We'd suggest to avoid sending multiple forms to reach us, as it may prolong your case being resolved. If you are already at the airport and your flight is impacted by a cancellation or strike, we'd suggest to get in touch with the airline directly as they'll be better suited to provide immediate support.
As flight times are outside of our control, for any compensation concerning flight delays and claiming back any reasonable expenses, we would advise you to contact the airline directly as it is the airline that is liable for any flight delays under the EU regulation 261/2004. The ECI261 states that air passengers must be financially compensated if their flight is cancelled or delayed unless the cancellation is due to extraordinary circumstances beyond the airlines control. Additionally, the EU's Court of Justice (EUCJ) ruled in 2012 that passengers whose flight arrives three hours late or more are also entitled to financial compensation (unless the delay is again due to extraordinary circumstances beyond the airline's control). You can submit a claim via the airline's website directly. Alternatively, you can contact your travel insurance in order to be reimbursed for the delay. If you require additional documentation such as proof of delay on a Secret Escapes headed letter, we can provide this for you to make your claim process easier.
We are really sorry to hear that you were unable to board your flight. In order for us help you effectively, could you provide us more information on what happened using the text box below. Please make sure you include the exact reason the airline provided for the denied boarding.
In order to minimise the impact of this inconvenience on the overall quality of your stay, we kindly ask you call us instead of submitting this form, if you are experiencing this during our office hours: +44 (0) 203 608 0135 (Monday - Sunday, 9am - 8pm) If you are trying to reach out outside office hours, we suggest you to get in touch with the provider of the service as they are better suited to provide swift assistance. If you decide to reach out via this form, we will get back to you during business hours.
For a speedier resolution, you may want to call our support lines at +44 (0) 203 608 0135 (Monday - Sunday, 9am - 8pm).
We are sorry if your expectations have not been met on this occasion. Please use this form to share your thoughts with us. To help us assist you most effectively, please attach photos, videos, receipts or any other information to support your feedback at the initial time of writing to us. Secret Escapes acts as a travel agent for your booking, therefore we might contact the hotel that provided the stay in order to assist you reaching a suitable resolution. We'll aim at providing you with a full response and resolution to your feedback within 14 days, in line with the industry standards.
We are sorry if your expectations have not been met on this occasion. Please use this form to share your thoughts with us. To help us assist you most effectively, please attach photos, videos, receipts or any other information to support your feedback at the initial time of writing to us. We work in line with the industry guidelines: depending on the nature of your feedback, it can take up to 28 days to provide a full response and resolution. However, if we require our suppliers to assist with the complaint and we have not heard back from them in time, we will let you know that we are still waiting for their assistance so that you are aware of the situation.
Please submit your refund request for unused excursions via this form and make sure you include the name of the excursion/s you have missed. We'll then contact the supplier of that service to confirm we can proceed with the reimbursement. Please allow us 72 hours to provide a response and resolution to your request.
We are sorry if your expectations have not been met on this occasion. Please use this form to share your thoughts with us. To help us assist you most effectively, please attach photos, videos, receipts or any other information to support your feedback at the initial time of writing to us. As Secret Escapes acts as a travel agent for your booking, we will send your feedback directly to the supplier of your holiday for them to address your concerns directly as they are the Tour Operator for your booking and holders of the relationships with all the local providers used in the package. As per industry standard, you can generally expect a full response from the supplier within 28 days following our acknowledgement.
To change or reset your password, access the site using your email address only. Once you're on the site, click your name in the top right-hand corner of the page, and click on 'Forgot your password', followed by 'Reset my password'. You'll then be sent an email to your registered email address with steps to reset it. If you are experiencing issues with this process, please do not hesitate to contact us via this form.
You can adjust your newsletter preferences by accessing your Secret Escapes account using the registered email address and your password. Once you're on the site, click your name or email address in the top right-hand corner of the page, and click on 'Mail preferences', scroll down to 'Change mail preferences', select the best option for you and save changes. If you are experiencing issues with this process, please do not hesitate to contact us via this form.
You can adjust your registered email address by accessing your Secret Escapes account with the address you need to change and the relevant password. Once you're on the site, click your name or email address in the top right-hand corner of the page, and click on 'Personal Details', scroll down to 'Update email address and password', change your email address and confirm. If you are experiencing issues with this process, please do not hesitate to contact us via this form. Please note that inline with privacy guidelines, we won't be able to change your registered email address on your behalf. but we can guide through the process.
To delete your account and completely unsubscribe from our emails, please log in to the website, click on your name in the top right-hand corner, and select Personal Details from the drop down menu. At the bottom of this page, please click on 'Delete my account'. Please note that if you have bookings placed within the last 5 years, your account will only be deactivated instead of deleted. If you are experiencing issues with this process, please do not hesitate to contact us via this form.
To treat a globetrotting loved one to the gift of travel, head over to our gift voucher page, select the amount you wish to purchase and choose which format you'd like to buy it in; either a sleek, physical gift card, or for last-minute panics, an online e-voucher.
Most of our vouchers have a year validity. If your gift voucher has expired, you will unfortunately no longer be able to use it as a valid payment option. We understand that sometimes life may get in the way, therefore if your voucher is due to expire soon or has recently expired, please use this form to send us an extension request. We cannot guarantee we will be able to accommodate your request, but we'll definitely look into it and get back to you!
To redeem your gift voucher, sign in to the site, click on your name in the top right-hand corner, and select 'Gift Vouchers' from the drop-down menu. You will be able to enter the code displayed on your gift card or e-voucher into the box, before clicking on 'Redeem voucher'. Your redeemed voucher will then appear below and the credit will automatically be added to your account.
Gift cards will be delivered within five working days and sent via Royal Mail’s 48-hour delivery service. If you're past these timelines, please do not hesitate to contact us using this form; we'll be happy to contact the service we use to post our gift cards and start an investigation on the matter for you.