Frequently Asked Questions

This discount is available to customers who complete their booking online and is shown in the Price summary on the Holiday Summary page. Online discount is not available on taxes.

Please note that the prices shown on the Search Results page and Hotel Details page do not include flight taxes or the online discount.

The deposit required at booking stage is usually £140.00 per person. Some airfares are booked at especially competitive rates to which the airlines may attach severe restrictions. You may be asked to pay for these in full at the time of booking and they may be non-refundable in the event of a cancellation

Please note that the balance of the holiday must be paid no later than 8 weeks before departure. Failure to do this may result in your holiday being cancelled and charges made accordingly. Where travel is within 8 weeks of the booking date you will need to pay the full cost of the holiday at the time of booking, by debit or credit card.

Cheques require 5 working days to clear - cheques that will not clear at least 8 weeks before departure cannot be accepted.

All balances paid directly to Hayes & Jarvis by credit card are subject to a 2% booking fee. Should you pay by debit/switch card, then no credit card fee applies.

Please note that the deposit you are required to pay at the time of booking is clearly shown as “Deposit due now” in the Price Summary (Holiday Summary page) – where this does not appear it is because full payment is required at the time of booking.

For online bookings you should receive a confirmation email confirming details on the same day. Further to this, and for those bookings made over the phone, a confirmation invoice is sent out 7-10 working days after making the booking.

Your itinerary, including flight tickets, hotel voucher, etc, is usually only issued 2 weeks prior to departure.

Please note that many of our scheduled flights now operate an e-ticket system - where this is the case no actual tickets will be sent out, however the airline reference number will be included in your itinerary.

If you have not received any of these documents within the time-scales outlined above, or if you have any other questions relating to documentation, please call 0844 800 0745.

If you want to change any details of your booking (e.g. transfer to a different Hayes & Jarvis Worldwide holiday, departure date, airline, airport, change the number of people booked to travel, change or cancel an excursion or pre-departure special offer etc), we will do our best to help. If you or any member of your party are unable to proceed with the holiday, you can transfer the booking to a substitute person, providing they are suitable; satisfy all the conditions applicable to the original booking and are acceptable to Hayes & Jarvis. Both the person taking and the person leaving the booking will be responsible for paying any additional costs arising from the transfer. We charge a minimum Amendment Fee of £45 per booking plus any non-refundable costs arising from the contract terms of our suppliers. However, if you change your booking within 56 days of departure, the cancellation charges will apply. In the case of name changes, the applicable costs and/or cancellation charges will apply as appropriate.

Important Note: Name changes and/or departure changes are not always permitted by airlines and most treat name changes as cancellations and charge accordingly. These charges will be passed on to you in addition to any other Amendment Fees. Once airline tickets have been issued any changes made to the ticket(s) may result in you having to pay for the cancelled ticket(s) and purchase a new ticket(s) at full cost.

When the price is dependent on the number of people booked into the accommodation and it then varies because you wish to change that number of people, the price will be recosted based on the new party size. Any increase in price per person payable as a result of a part cancellation is not a Cancellation Charge. A separate Cancellation Charge will be levied in respect of bookings cancelled. A new confirmation invoice will be issued as appropriate, on which the Cancellation Charges will be shown.

To make an amendment to an existing booking please call 0844 800 0745.

You or any member of your party may cancel your booking, or part of it, once it has been confirmed, but the instructions will only be valid if put in writing and signed by the person who made the booking, i.e. the lead name on the booking. To compensate us for the expense of processing your booking and for the risk that we may not be able to resell the holiday, we charge a cancellation fee on the scale shown below. The amount payable depends on when we receive your written instructions - the more notice you give, the less we will charge. If you have to cancel for reasons covered by your insurance policy you should be able to recover your cancellation charges:

Time before departure when cancellation instruction is received by us Cancellation charge as a % of total holiday cost (excluding any insurance premiums and any amendment fees already paid to us)

• 56 days or more Loss of deposit
• 55 - 29 days 50% or deposit if greater
• 28 - 22 days 70% or deposit if greater
• 21 - 15 days 80% or deposit if greater
• 14 - 4 days 90% or deposit if greater
• 3 days or less 100%

In certain cases the carrier or hotelier may apply a higher cancellation charge. Please enquire at the time of cancellation.

Please call Customer Services on 0844 800 0745 for further information.

Child costs or reductions are shown where appropriate and apply to children under 12 years of age on the date of their return travel to the UK when sharing a room with two adults. Once the child reaches their 12th birthday, they are then classified as adults. Children under the age of 2 years old are classified as infants. Infants who reach the age of 2 years while on holiday must be considered as being a child.

If you book half board, this is defined as breakfast and dinner. Meals are as specified in individual hotel descriptions and must usually be pre-booked. If included, they are generally based on a set menu, buffet, or meal voucher system unless specified to the contrary. Such meals are usually available in the main restaurant and not speciality restaurants.

Holidays that include main meals generally commence with dinner (on half board) on the day of arrival at your hotel and terminate with breakfast (on half board) or lunch (on full board) on the day of your departure. It is not usual for hotels to allow you to substitute lunch for dinner when booking half board.

Depending on the flight timings to your resort or tour, those who have booked meals may lose one due to the time of arrival at, or check-out from, their hotel. In these cases, we have calculated the basic holiday price to allow for this.

In China, meals, other than breakfast are usually taken away from the hotel. Vegetarian and other special dietary needs may be limited, and we would recommend taking holidays on either a ‘room only’ or ‘bed and breakfast’ basis and simply buying the most acceptable dishes from the à la carte menu available locally. If you have any special dietary requirements please call us at the time of booking so that we can check the availability of meals at your chosen destination, especially on tours, safaris, etc..

To celebrate festive occasions many hotels host gala events, usually a dinner (sometimes lunch) during the Christmas/New Tables for two may not be available especially in the Maldives and on ships.

Where possible, you can amend your board basis in your chosen accommodation during the booking process, either at the “Hotel details” stage, by clicking the “Extras” tab at the top, or at the “Holiday Summary” stage by clicking on “Change extras” – please note that any upgrades will generally require an incremental supplement to be paid, above the original quoted price.

Where possible, you can change your chosen flight during the booking process, either at the “Hotel details” stage, by clicking the “Flights” tab at the top, or at the “Holiday Summary” stage by clicking on “Change flights”.

Flight upgrades to Premium Economy, Business and First Class are currently not available online – please call 0871 200 4422 for prices or information on these flight classes.

It is always best to check-in early - it is recommended that you check-in at least 3 hours before departure.

This will be shown on your air ticket/s. On international flights the allowance is usually 20kgs in economy class or 2 pieces, 30kgs in club class or equivalent and 40kgs in first class. No single case to exceed 32kgs. Some airlines offer a greater allowance than the average on certain routes.

Please check with the airline concerned before travel rather than leave items at home unnecessarily. Airlines normally only allow 1 small piece of cabin baggage and this may be included in your total weight allowance. Maximum dimensions 45cms x 35cms x 20cms. The total allowance on some local flights using light aircraft may be restricted. Carriage of excess baggage is at the airline’s discretion and often only on payment of an appropriate fee.

In most cases your accommodation will be made available to you on arrival between noon and 2pm. On some holidays where late night/early morning departures from the resort are necessary, the room may be occupied until you leave the hotel and it will count as a night of your holiday. Otherwise you will be asked to check out of your room in the morning.

Courtesy rooms may be available although an extra charge may be payable locally.

All citizens of the United Kingdom and the Republic of Ireland require a ten year passport (valid for 6 months after completion of any journey). Infants must also have their own passport with photograph - there is an exemption for children (aged under 16yrs) included on parent’s passports before 5 Oct ’98. If you are 16 or over and haven't yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and from October 2006 will ask you to attend an interview in order to do this.

Visas may be required, depending on your destination - it is your responsibility to check the latest requirements with the appropriate authority before travelling. Nationals of other countries should check entry requirements with the relevant Embassy or High Commission.

It is a condition of travel that you and every member of your party take out adequate insurance for your holiday. If you do not you may be refused boarding.

Hayes and Jarvis has negotiated excellent Travel Insurance with Citybond Suretravel who are regulated and authorised by the Financial Services Authority. We offer a full range of travel insurance, with prices starting from as little as £16 per adult and £8 per child.

You can buy these policies by calling 0844 800 0745.

If you have any special requests (such as vegetarian meals, airline seats, specific floors in a hotel etc.) you must advise us of these at the time of booking or at least 8 weeks prior to travel. We shall do our best to meet your requirements but we cannot guarantee that they will be provided. Any failure to meet special requests will not be a breach of contract on our part. We regret we cannot accept any booking which is conditional upon the fulfilment of a particular request.

Once you have booked please call 0844 800 0745 to request special requirements, quoting your booking reference number.

Whilst we will discuss detailed arrangements with you personally, it may be worth noting that arrangements should generally be made at least three months ahead of travel. Local law may dictate that you are resident a minimum of seven nights in your chosen destination before getting married and you may have to complete certain formalities locally before the wedding. There is a £95 non-refundable deposit payable at the time of booking for all wedding packages, in addition to the standard deposit.

Please confirm this at the time of booking by calling 0871 200 4422 for details.

In certain instances FREE Wedding & Renewal of Vows packages may be subject to varying Booking Conditions. Depending on the package chosen, it may be possible that additional legal or government fees will apply or that specific rules will stipulate that the chosen package be based on a particular board basis, room type, date range or party size.

Please confirm this at the time of booking by calling 0871 200 4422 for details.

A copy of your wedding certificate may need to be presented upon check-in at resort to qualify for featured offers, so please be sure to take one with you when you go to avoid disappointment.

Wedding anniversary offers generally apply to those celebrating silver (25th), pearl (30th), ruby (40th), gold (50th) and diamond (60th) only.

Please confirm this at the time of booking by calling 0871 200 4422 for details.