Travel Information - Frequently Asked Questions
- How do I qualify for my online discount?
- How do I make a payment on a booking?
- What is your deposit?
- How soon after booking will I receive my documentation?
- How do I amend an existing booking?
- How do I cancel an existing booking?
- At what age is a child classed as an adult and up until what age does an infant qualify for infant prices?
- Information on your board basis
- How do I change my flights?
- How soon before a flight should I check-in?
- What is the general luggage allowance allowed on flights and what terminal do I depart from?
- What is the usual check-in / check-out times in resort?
- What are the passport and visa requirements for British Citizens?
- What hand baggage restrictions are there?
- Why do I need to supply my passport details for my flight to the USA?
- What are the new entry requirements for the USA/What is an ESTA?
- What should I do if I have a special request on a booking?
- Booking a wedding with Hayes and Jarvis
- How do I qualify for a Free Wedding & Renewal of Vows Package?
- How do I qualify for a Honeymoon & Wedding Anniversary package?
- What should I do if I have a Special Needs requirement on a booking?
How do I qualify for my online discount?
Every customer who books on the Hayes & Jarvis website is guaranteed a saving on our direct price. To view your saving of up to 10%, simply click through to the Holiday Summary page, where your online booking discount is shown in the Price Summary break-down at the bottom of the page.
Please note that the prices shown on all pages before the Holiday Summary page do not include flight taxes or the online discount.
How do I make a payment on a booking?
- Your balance can be paid in full or in instalments by clicking Pay your balance online
- To make a payment you will require:
- Booking reference
- Lead passenger surname
- Departure date
- You can also make a payment by calling our Accounts Department on 0844 415 1910* (Calls cost 5p per minute plus network extras)
All balances paid by credit card are subject to a 2.5% fee. Should you pay by debit card, then no fee applies.
The full balance of the holiday must be paid no later than 10 weeks before departure. Failure to do this may result in your holiday being cancelled and charges made accordingly. Where travel is within 10 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 10 weeks before departure cannot be accepted.
The deposit required at booking stage is usually £180 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 cancellation.
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 (on the Holiday Summary page). Where this does not appear it is because full payment is required at the time of booking.
How soon after booking will I receive my documentation?
As we step up our efforts to strive for a sustainable office and minimise our paper usage and carbon footprint, we are no longer sending correspondence by post if you have provided us with an email address.
For online bookings you will receive a booking request acknowledgement email the same day. For online and telephone bookings, once your booking is confirmed by us, you will receive your confirmation invoice via email within 5 working days.
For our customers who do not have an email address, when the booking is confirmed by us, you will receive your confirmation invoice by post within 5 working days.
Your itinerary and any other required documents will be sent via email (if provided) or by Royal Mail post, a minimum of 10 days prior to departure. Please note that most of our scheduled flights now operate an e-ticket system - where this is the case, paper tickets will not be sent out and the airline reference number will be included on your itinerary.
Please ensure you retain your itinerary for all aspects of your journey as this may be required for check-in.
How do I amend an existing booking?
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 members 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 £35 per amendment plus any non-refundable costs arising from the contract terms of our suppliers. However, if you change your booking within 69 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*.
How do I cancel an existing booking?
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)
- 70 days of more
- Loss of deposit
- 69 - 56 days
- 30% or deposit if greater
- 55 - 37 days
- 50% or deposit if greater
- 36 - 23 days
- 70% or deposit if greater
- 22 - 12 days
- 90% or deposit if greater
- 11 - 0 days
- 100% or deposit if greater
In certain cases the carrier or hotelier may apply a higher cancellation charge. Please enquire at the time of cancellation. Other holiday arrangements may have higher charges.
Please call Customer Services on 0844 800 0745* for further information.
At what age is a child classified as an adult and up until what age does an infant qualify for infant prices?
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.
Infants do not automatically receive a flight seat, baggage allowance or in-flight meals.
Information on your board basis
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 0844 855 4488* for prices or information on these flight classes.
How soon before a flight should I check-in?
It is always best to check-in early - it is recommended that you check-in at least 3 hours before departure.
What is the general luggage allowance allowed on flights and what terminal do I depart from?
This will be shown on your air ticket/s.
As many airlines operate different policies regarding hold baggage and depart from different terminals, we have provided the information below as a guide. Should you wish to enquire about opportunities to upgrade your flight in any way, please do not hesitate contact our Customer Service department on the number stated on your itinerary.
Unless otherwise stated on your itinerary, your flight will consist of the following baggage allowance and will depart from the terminal as detailed below:
British Airways (pre fix BA) Baggage Information
Destinations in Brazil, Ghana, Kenya & Nigeria- 2 pieces not exceeding 23kg per piece luggage allowance in World Traveller
- 2 pieces not exceeding 23kg per piece luggage allowance in World Traveller Plus
- 3 pieces not exceeding 32kg per piece luggage allowance in Club World and FIRST
- 1 piece not exceeding 23kg luggage allowance in World Traveller
- 2 pieces not exceeding 23kg per piece luggage allowance in World Traveller Plus
- 3 pieces not exceeding 32kg per piece luggage allowance in Club World and FIRST
British Airways (pre fix BA) Departure Terminal Information
Destinations in USA, Canada, Middle East, Egypt, India, China, Mauritius, Bahamas- Depart from London Heathrow Terminal 5
- Depart from London Heathrow Terminal 3
- Depart from the North Terminal
Air Canada (pre fix AC) Baggage Information
All destinations- 1 piece not exceeding 23kg in Economy
- 3 pieces not exceeding 32kg per piece luggage allowance in Executive First
Air Canada (pre fix AC) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
Air Mauritius (pre fix MK) Baggage Information
Travel between Europe and Mauritius- 1 piece not exceeding 23kg in Economy Class
- 2 pieces not exceeding 32kg per piece in Business Class
Air Mauritius (pre fix MK) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
American Airlines (pre fix AA) Baggage Information
All destinations- 1 piece not exceeding 23kg luggage allowance in Economy Class
- 3 pieces not exceeding 23kg per piece luggage allowance in Business Class (allowance may differ for code-share flights with other airlines).
American Airlines (pre fix AA) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
- Depart from Manchester Terminal 3
Continental Airlines (pre fix CO) Baggage Information
All destinations USA & Canada - Economy Class Only- All Transatlantic flights 1 free baggage up to 23kg second bag fees apply, $70 each way per bag
- For journeys involving a stopover ie a twin centre holiday baggage fee applies on all domestic flights, $25 each way per bag
- For single centre holidays involving a transit point ie no stopover but change of aircraft the transatlantic conditions of 1 free bag applies
Continental Airlines (pre fix CO) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
- Depart from Manchester Terminal 2
- If you are departing from Birmingham, Bristol, Glasgow and Edinburgh you will be departing from the main terminal.
Cathay Pacific (pre fix CX) Baggage Information
All destinations- 20kg luggage allowance in Economy
- 30kg luggage allowance in Business Class
- 40kg luggage allowance in First Class
Cathay Pacific (pre fix CX) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
Egyptair (pre fix MS) Baggage Information
All destinations- 2 piece not exceeding 23kg per piece luggage allowance in Economy Class
- 2 pieces not exceeding 32kg per piece luggage allowance in Business Class
Egyptair (pre fix MS) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
Emirates (pre fix EK) Baggage Information
All destinations- 30kg luggage allowance in Economy
- 40kg luggage allowance in Business Class
- 50kg luggage allowance in First Class
Emirates (pre fix EK) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
- Depart from London Gatwick North Terminal
- Depart from Manchester Terminal 1
- If you are departing from Birmingham, Newcastle, Glasgow and Edinburgh you will be departing from the main terminal.
Etihad Airways (pre fix EY) Baggage Information
All destinations except flights to and from the USA and Canada- 23kg luggage allowance in Coral Economy Class
- 40kg luggage allowance in Pearl Business Class
- 50kg luggage allowance in Diamond First Class
Etihad Airways (pre fix EY) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
- Depart from Manchester Terminal 1
EVA Air (pre fix BR) Baggage Information
All destinations (except USA, Canada and certain countries in South and Central America)- 20kg luggage allowance in Economy Class
- 25kg luggage allowance in Elite Class Premium Economy Class
- 30kg luggage allowance in Premium Laurel Business Class
EVA Air (pre fix BR) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
Jet Airways (pre fix 9W) Baggage Information
India - All destinations except Amritsar, Diu & Porbandar- 2 pieces not exceeding 23kg per piece luggage allowance in Economy Class
- 3 pieces not exceeding 23kg per piece luggage allowance in First & Premier Class
- 1 piece not exceeding 28kg luggage allowance in Economy
- 3 pieces not exceeding 23kg per piece luggage allowance in First & Premier Class
- 32kg (no piece restriction) luggage allowance in Economy
- 69kg (no piece restriction) luggage allowance in First & Premier Class
Jet Airways (pre fix 9W) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
Kenya Airways (pre fix KQ) Baggage Information
All destinations- 2 pieces not exceeding 23kg per piece luggage allowance in Economy
- 3 pieces not exceeding 23kg per piece luggage allowance in Premier World Business Class
Kenya Airways (pre fix KQ) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
KLM (pre fix KL) Baggage Information
Destinations in USA, Canada and Kenya- 2 pieces not exceeding 23kg per piece luggage allowance in Economy
- 2 pieces not exceeding 32kg per piece luggage allowance in Business Class
- 1 piece not exceeding 23kg luggage allowance in Economy Class
- 2 piece not exceeding 32kg luggage allowance in Business Class
KLM (pre fix KL) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
- Depart from Manchester Terminal 3
- If you are departing from Birmingham, Newcastle, Bristol, Southampton, Aberdeen, Glasgow and Edinburgh you will be departing from the main terminal.
Malaysia Airlines (pre fix MH) Baggage Information
All destinations- 20kg luggage allowance in Economy
- 30kg luggage allowance in Business Class
- 40kg luggage allowance in First Class
Malaysia Airlines (pre fix MH) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
Qatar Airlines (pre fix QR) Baggage Information
All destinations- 23kg luggage allowance in Economy
- 30kg luggage allowance in Business Class
- 40kg luggage allowance in First Class
Qatar Airlines (pre fix QR) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
- Depart from Manchester Terminal 2
Singapore Airlines (pre fix SQ) Baggage Information
All destinations - except flight to and from USA/Brazil- 20kg luggage allowance in Economy
- 30kg luggage allowance in Business Class
- 40kg luggage allowance in First Class
Singapore Airlines (pre fix SQ) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
- Depart from Manchester Terminal 2
South African Airways (pre fix SA) Baggage Information
All destinations- 23kg luggage allowance in Economy Class
- 30kg luggage allowance in Business Class
- 40kg luggage allowance in First Class
South African Airways (pre fix SA) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 1
SriLankan Airlines (pre fix UL) Baggage Information
All destinations- 30kg luggage allowance in Economy
- 40kg luggage allowance in Business Class
SriLankan Airlines (pre fix UL) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 4
Thai Airways (pre fix TG) Baggage Information
All destinations- 20kg luggage allowance in Economy
- 30kg luggage allowance in Royal Executive Class
- 40kg luggage allowance in Royal First Class
Thai Airways (pre fix TG) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
United Airlines (pre fix UA) Baggage Information
All destinations USA & Canada - Economy Class Only- All Transatlantic flights 1 free baggage up to 23kg second bag fees apply, $70 each way per bag
- For journeys involving a stopover ie a twin centre holiday baggage fee applies on all domestic flights, $25 each way per bag
- For single centre holidays involving a transit point ie no stopover but change of aircraft the transatlantic conditions of 1 free bag applies
United Airlines (pre fix UA) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 1
Virgin Atlantic (pre fix VS) Baggage Information
All Destinations- 1 piece not exceeding 23kg per piece luggage allowance in Economy
- 2 pieces not exceeding 23kg per piece luggage allowance in Economy for Kenya, Nigeria, Delhi and Ghana
- 2 pieces not exceeding 23kg per piece luggage allowance in Premium Economy
- 3 pieces not exceeding 32kg per piece luggage allowance in Upper Class
Virgin Atlantic (pre fix VS) Departure Terminal Information
All destinations- Depart from London Heathrow Terminal 3
- Depart from Gatwick South Terminal
- Depart from Manchester Terminal 2
All other airlines (guide only)
- 23kg luggage allowance in Economy
- 23kg luggage allowance in Premium Economy
- 30kg luggage allowance in Upper Class
For other carriers not mentioned above regarding luggage allowance information, please refer to your travel documents.
Some airlines offer a greater allowance than the average on certain routes. 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.
Airport and Airlines policies may change without notice for security or commercial reasons. This information is therefore a guide only and is subject to change without notice
What is the usual check-in / check-out times in resort?
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.
What are the passport and visa requirements for British Citizens?
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 and children must also have their own passport with photograph. 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.
What hand baggage restrictions are there?
Cabin / Hand / Carry On Baggage - All Airlines
All airlines have differing specifications for cabin baggage. Due to the nature and the number of restrictions, which may be destination specific, we advise all passengers to check the relevant airline's website for full comprehensive details.
Why do I need to supply my passport details for my flight to the USA?
The US Transport Security Administration (TSA) requires that airlines provide certain passenger data, by electronic means, to TSA by 72 hours prior to departure. This is known as US Secure Flight. The information required is Full name (as in passport), Gender, Date of Birth and Redress* number (if held). We will provide all this information to the airline.
*A redress number is a unique number for a regular traveller who has applied for redress under the US TRIP programme. This would apply where the traveller is regularly selected for additional screening when matched against the US watch list.
What are the new entry requirements for the USA/What is an ESTA?
Requirements to travel visa-free to the United States under the Visa Waiver Program have been changed.
Nationals of Visa Waiver Program countries will still be eligible to travel without a visa but
will have to obtain an approved travel authorisation prior to their travel to the United States.
Visitors who do not receive travel authorisation prior to their departure may be denied boarding,
experience delays or be denied admission into the United States. Applications may be submitted at
anytime prior to travel, but no less than 72 hours prior to departure.
Please click here for full information on ESTA travel authorisation. To access the website to complete your ESTA please click here.
What should I do if I have a special request on a booking?
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.
Booking a wedding with Hayes and Jarvis
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. It is recommended that you contact the relevant embassy or consulate in the UK to clarify legal and documentary requirements. 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 0844 855 4488* for details.
How do I qualify for a Free Wedding & Renewal of Vows Package?
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 0844 855 4488* for details.
How do I qualify for a Honeymoon & Wedding Anniversary package?
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 0844 855 4488* for details.
What should I do if I have a Special Needs requirement on a booking?
If you or any of your party have a Special Needs requirement (for disabled or less mobile passengers). Please call 0844 855 4488* with your quote reference number and we will endevour to make sure your requirements are met before booking.
