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Frequently Asked Questions

 

Airchoice - Frequently Asked Questions (FAQ's)

1. GeneralClick here…
3. Packaged HolidayClick here…


1. General

1.1 Are you a UK based company?
Yes – AirChoice.co.uk is a UK based internet site. We were established in 1985 to concentrate on cheap flights worldwide. . Airchoice.co.uk is part of Elegant Travels. Elegant Travels Head Our Office address is 169 High Street, Barnet, Herts, EN5 5SU. Trading Address is Conbar House, Mead Lane, Hertford, Herts, SG13 7AP.

1.2 Are you contactable easily? Yes we are. We have a Customer Service number which can be found on the website header or by clicking on the Customer Enquiries link.

1.3 Do you have a brochure? No – Our travel brochure is our internet site, this offers up-to-date information and prices which a brochure cannot provide.

1.4 Are you ATOL registered and if so what’s its benefit to me? Yes we are. Our ATOL no is 9438. The Air Travel Organisers’ Licence is the UK government-backed scheme managed by the Civil Aviation Authority and gives security for all air packages sold by UK tour operators. If a company stops trading, you’ll get a refund. If you’re abroad at the time, you’ll be able to finish your holiday and fly home. Discover more at http://www.caa.co.uk/cpg/atol/default.asp

1.5 My holiday will start outside the UK. Does ATOL protection cover me? Yes, under the following circumstances:

Civil Aviation Authority regulations state: "Where the customer is outside the UK when the booking is made, the policy of the CAA is that the customer should be protected by the ATOL bond if both of two tests are met: the first leg of the licensable journey must depart from the UK and the flight or holiday must be advertised primarily in the UK.''

All our flight and holidays are advertised primarily in the UK. All you have to do is make your own arrangements to reach the UK and depart from the UK to your holiday destination.

1.6 How can I pay for my holiday? You can pay using one of the following payment options: Cheque, Credit Card or Bank Transfer. For more information, visit our Payment Methods page by clicking here.

1.7 When and how do I receive my invoice? You will receive an invoice each time you make a payment i.e. deposit, full balance, etc. Invoices are sent via email. If you would like them posted to you please let us know and we are happy to do that.

1.8 What if I have to cancel my flight or holiday? We recognise that flights or holidays occasionally have to be cancelled for valid reasons. Our cancellation charges in our booking conditions apply, at our discretion as we are not always able to recover payments and admin costs committed on your behalf. If you are cancelling your flight or holiday, you must tell us immediately using our Customer Enquiry Form (Click here) or by calling us on our Customer Service Line (Click here). For more details about flight and holiday cancellations please see our Terms and Conditions (Click here).

1.9 Do I need a visa? Yes – To travel to another country, you will require valid visa. Most countries provide visa up to 30 days on arrivals to UK passport holders. If you are travelling for longer, or on business, or do not hold a UK passport, please check your requirements, and find forms, at the visiting Country's High Commission in the UK.

1.10 I am taller than average. Can I request extra leg room on the flight? Yes you can. We will request this on your behalf, however we cannot guarantee it since it is up to the airlines to address this and airlines commonly receive excessive numbers of such requests. Our advise is that you also make representations to the airline directly either by letter or by arriving at the check-in desk early, where your needs can best be considered.

1.11 I have a medical condition that may needs special assistance on the flight or during my stay. What should I do? We recommend that you contact your doctor and request that full details of your condition are provided in writing at least a month before departure. We will then forward this information to the airline, ground agents, or hotels as appropriate.

1.12 What do you advise about money? Most major credit cards are widely accepted in most major cities. Also, there are an increasing number of ATM machines, so cash can be easily withdrawn. However, we advise that you take some travellers cheques in sterling and some sterling cash. Travellers Cheques can be easily be cashed at the hotel or at any bank. In the airport arrivals hall, there are lots of bank offering excellent rates. As anywhere in the world, guard your money, credit cards and travellers cheques safely and use safety-deposit boxes where possible.

1.13 I have heard that return flights have to be reconfirmed when we are in certain countries, Is this true? Yes – for some airlines you do have to reconfirm your return flights. If this needs to be done our ticket documentation will provide all the necessary information as to how to re-confirm you flights.

1.14 I have just returned from a wonderful trip abroad and wish to send you an email of thanks. Which email address can I use for this to receive the best attention? We always like to hear from you whether it is positive or negative. Please email to md@airchoice.co.uk or click here to place a review of you trip.

 

2. Package Holidays

3.1. How long do you take to provide a quote and availability for a package holiday? Currently, our response time for a package holiday is 1-2 working days. Unlike big tour operators we do not have pre-booked flights and accommodation, therefore, we have to check flights and accommodation independently and this can take time. However, we get the best deals and are flexible because we are not restricted to pre-booked package/itinerary.

2.2. Do you reserve the flights and hotels for the holiday during the initial request? We do a temporary reservation on the flight seats during the initial request and check accommodation availability. We then inform you of the total cost and then once we receive your go-ahead and deposit we will then book the accommodation.

2.3. When do we have to pay for the holiday? Once you are happy to go-ahead with the booking, we require 100% payment.

2.4. Do we receive any tour and hotel vouchers? Yes you do – once the booking has been confirmed and we have received the full payment, a service voucher will be emailed to you.

2.5. When will my flight tickets arrive? Flight tickets will be sent to you soon after the full payment for the tickets has been made.

2.6. Will we be met at the airport in the UK? No – Your airline ticket documentation will say how many hours beforehand you must check-in at the airport – normally 2-3 hrs. When you arrive at the airport, please check the check-in information screens to get the check-in desk number and check-in at the desk.

2.7. Who will be meeting us at the airport on arrival ? On arrival you will be met by one of our airport representatives or by your driver/guide. On arrival you will have to look out for your name board (paging board).

2.8. What happens if our flight is delayed? For all our holiday/tours we provide our local representative with your flight details and they will monitor the arrival time of your flight.

2.9. Do we get an Air Conditioned vehicle? Yes - all tourist vehicles are air conditioned (except safari jeeps).