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By Phone

Call our Destination Specialists on  020 8106 2403

For guests who are due to travel shortly, we are watching the U.K. Government and FCDO advice carefully and will be in contact approximately two weeks before your departure, should there be a change to your booking.

If you do have a live booking with us and have been introduced to your Trip Coordinator, please contact them using their direct details that you will have been provided.

If you wish to confirm a proposal you have been sent, please use the link via the proposal to secure your trip. 

By Post

Hayes and Jarvis
Origin One
108 High Street
Crawley
West Sussex
United Kingdom
RH10 1BD

By Email

Send us an enquiry through our online form.

Please see our working hours during the week:

Sunday: Closed
Monday: 9 AM to 5.30 PM
Tuesday: 9 AM to 5.30 PM
Wednesday: 9 AM to 5.30 PM
Thursday: 10 AM to 5.30 PM
Friday: 9 AM to 5.30 PM
Saturday: 9 AM to 5.30 PM

Media Enquiries

If you are a journalist wishing to discuss a feature idea, travel trends, a press trip or are looking for fact box information, last minute deals or would like to receive our press releases, please contact :

Scott Crouch (crouch@bprc.de)

New Bookings

What is your deposit?

Our booking deposit is usually £350 per person or 25% of the total holiday price, whichever is higher. Some airfares are booked at especially competitive rates which the airline may require full payment for at the time of booking (these rates may also be non-refundable in the event of cancellation). The deposit you are required to pay at the time of booking will be advised by your Destination Specialist.

How soon after booking will I receive my documentation?

  • We no longer send correspondence by post if you have provided us with an email address.
  • You will receive a confirmation invoice via email within 5 working days of us confirming the booking.
  • Customers without an email address will receive a confirmation invoice by post within 5 working days of us confirming the booking.
  • Your itinerary and any other documents will be sent via email (if provided) or by 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 it may be required for check-in.

At what age is a child classified as an adult and up until what age does an infant qualify for infant prices?

Children aged 12 and over are classified as adults, and children under the age of 2 are classified as infants. Child costs or reductions are shown where applicable and apply to children under 12 years of age on the date of their return travel when sharing a room with two adults. An infant who turns 2 while on holiday will be classified as a child. Infants do not automatically receive a flight seat, baggage allowance, or in-flight meals.

Existing bookings

How do I amend an existing booking?

If you want to change your booking (e.g. departure date, airline, airport, excursions, the number of people booked to travel, or to transfer to another Hayes & Jarvis holiday), 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 another person, providing they satisfy all the conditions applicable to the original booking and are acceptable to Hayes & Jarvis. Both the person being added and the person leaving the booking will be responsible for any additional costs.

We charge a minimum Amendment Fee of £35 per change 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. 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 you wish to change that number, the price will be recalculated 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 with Cancellation Charges shown.

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 passenger.

To cover the expense of processing your booking and the risk that we may not be able to resell the holiday, we will apply a Cancellation Charge as 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)

More than 97 days: Loss of deposit

56 – 97 days (inclusive): 30% or deposit if greater

36 – 55 days (inclusive): 50% or deposit if greater

22 – 35 days (inclusive): 70% or deposit if greater

11 – 21 days (inclusive): 90% or deposit if greater

0 – 10 days (inclusive): 100% or deposit if greater

In certain cases the carrier or hotelier may apply a higher cancellation charge. Please check at the time of cancellation. Other holiday arrangements may have higher charges.

How do I book seats on my flight?

If it is possible to book them before you check in, there will be a link to the relevant airline’s website on your booking confirmation.

What is the baggage allowance on my flight?

Information relating to baggage allowance can be found on the relevant airline’s website. You can find this by following the link on your booking confirmation. (Please note: There may be restrictions on baggage if flying via sea plane, on internal USA flights, or if your itinerary includes a safari or train journey.)

How do I know which terminal I fly from?

This is shown on your booking confirmation and is displayed with your flight information.

Where do I find my airline locator/reference number?

The airline reference number is displayed on your booking confirmation.

My double-barrelled name is showing as one name on my booking confirmation – is there a reason for this?

Yes, the airlines’ system will not recognise hyphens or gaps in double-barrelled names.

After your holiday

How do I complain about an existing booking?

Please give us a call on the numbers above. If you have already made a complaint and remain unhappy with our offer the following options are available to you. ABTA’s scheme for the resolution of disputes can be found by visiting https://abta.com/ or you are able to register your complaint with the European Commission Online Dispute (ODR) this can be accessed at http://ec.europa.eu/consumers/odr/

Special Assistance

Want to talk to us about your individual requirements by phone?

We appreciate that customers sometimes have specific requirements that need to be met to ensure everyone has a happy holiday, so we will do our best to find the destination and accommodation to suit you.

Please ask for our Special Assistance form before making your booking so we can assess your personal requirements (this may not be available for late bookings). While some of our tours and holidays may not be suitable for customers requiring special assistance or who have reduced mobility, many will provide the comfort and facilities you are looking for.

Call 020 8106 2403*

Opening Hours

Monday to Saturday: 09:00 to 17:30
Sunday: Closed

*Mobile and other providers’ charges may vary.

How can I arrange assistance at the airports?

Wheelchair and special assistance for passengers with reduced mobility and/or sensory impairments can be provided at most airports. It is essential that you arrange this with us at the time of booking to avoid disappointment. If you do not make this request in advance, we cannot guarantee that the service will be available. Simply contact us on 01293 735169* for new enquiries and bookings or 0333 200 2045* for existing bookings and tell us the type of assistance required.

  • General assistance through the airport to help you with the distance (WCHR)
  • Assistance through the airport including any stairs that you will struggle with (WCHS)
  • Complete assistance to your aircraft seat if you are wheelchair bound (WCHC)

I am taking my own wheelchair on holiday with me; can I use this to assist me through the airport?

We will need to notify the airline of your wheelchair and its dimensions and weight and request for you to use it through the airport; however the final decision lies with the airport staff upon check-in. We would recommend that you also request for airport assistance at the time of booking in case the airport staff does advise you to check-in your own wheelchair, you will get an airport wheelchair to use.

I will be carrying medical equipment onboard as part of my hand luggage, do I need to inform you?

Yes, please inform us of any medical equipment you will be taking on holiday with you and if you will need to use this onboard your flight as it may need to be cleared with the airline.

I am taking medication on holiday; will I need to inform you?

You will need to inform us of any medication if you are travelling to Vietnam or to the United Arab Emirates.

All Travellers to the United Arab Emirates are advised to check whether their medication is on the approved drugs list provided by the Ministry of Health on the following website address http://www.uaeembassyuk.net/ or contact via the telephone on 0207 581 1281.

For any other destinations, it is recommended that you carry a repeat prescription with the medication in its original pharmacy packaging or a doctor’s letter confirming any liquid medication that exceeds the 100ml per bottle limit.

Can I hire a wheelchair or mobility scooter in Resort?

You can hire a wheelchair or mobility scooter in majority of our Resorts. We would need to contact our Ground Handlers to check arrangements and costs. On some occasions we may not be able to assist with the arrangements due to insurance purposes and you would therefore need to contact the recommended company directly.

I require a specially adapted vehicle to pick me up from the airport and take me to the hotel and return, can this be arranged?

Yes, majority of our Suppliers will have these and we would need to contact them for availability and costs for your dates. Please contact us on 01293 735169* for new enquiries and bookings or 0333 200 2045* for existing bookings to make arrangements.

Will a private transfer accommodate us, our suitcases and a collapsible wheelchair?

This will depend on your party size and the size of vehicle used by our Suppliers in Resort. We would need to contact them to advise of any mobility aids to check and/or arrange vehicle size if needed. If a larger vehicle is required, there may be additional charges incurred.

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020 8106 2403 Call us today from 09:00 - 17:30

The Hayes & Jarvis Way


We've been tailor making holidays for 65 years. With over 60 destinations to choose from, talk to us and we'll listen to your travel ideas to create unforgettable holiday experiences.

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