Most frequently asked questions
What does API mean and who do I give this information to?
Advance Passenger Information (API) must be provided to the authorities before you travel. This required information includes your passport details and your contact information. Incorrect or incomplete information may result in your journey being delayed, either at check in or immigration. Passport to the Sun cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this.
Please contact us either by telephone or email and provide your API.
This must consist of:-
Full Names as they Appear on the Passports
Passport Issue Date (Day/Month/Year)
Passport Expiry Date (Day/Month/Year)
Nationality (United Kingdom/Republic of Ireland etc.)
When will I receive my tickets?
The majority of our suppliers now issue e-
Information relating to your booking will be advised when the booking is made. Some low cost airlines now require boarding cards to be printed before check-
Where an email address has been provided, a confirmation email containing your booking summary will be sent to you within 24 hours. If being sent by post, these will be posted within 48 hours.
What is an e-
Are flight meals included?
Charter airlines such as Thomas Cook and Thomson provide in-
If you did not make this purchase at the time of booking and wish to do so, please contact us.
Low cost airlines do not offer this facility, however, many will offer a pay-
Can I change my hold baggage allowance once I have booked?
The majority of airlines will allow you to increase the amount of luggage you wish to take for an additional fee. This will vary for each individual airline. If you would like to upgrade your hold luggage after booking, please contact our us.
If you do exceed your pre-
Can I pay online?
No, you will need to Call us and make the Payment.
Can I request to have my tickets sent to me via post?
All relevant documents will be sent to you by Post.
Can I take liquids on-
There are restrictions on what items you are permitted to carry in your hand luggage and hold luggage when boarding aircraft in the UK.
Taking liquids through security
There are restrictions on the amount of liquids you can carry in your hand luggage. If possible, pack liquids in your hold luggage (this is the baggage that you check-
If you do take liquids in your hand luggage then:
Liquids must be placed in containers that hold no more than 100ml each. Containers should be placed in a single, transparent, resealable plastic bag measuring approximately 20cm x 20cm. No more than one litre of liquids are to be carried in the plastic bag. The contents must fit comfortably inside the plastic bag so it can be sealed. The plastic bag must not be knotted or tied at the top. Only one plastic bag is to be carried per person and it must be shown at the airport security point prior to boarding your flight.
Containers larger than 100ml (except essential medicines), will not be allowed through the security point, even if they are only part full.
All drinks, including water, soup and syrups
Cosmetics and toiletries, including creams, lotions, oils, perfumes, mascara and lipsticks
Sprays, including shaving foam, hairspray and spray deodorants
Pastes, including toothpaste
Gels, including hair and shower gel
Contact lens solution
Any other solutions and items of similar consistency
You can only carry one cigarette lighter onboard the aircraft and it should be put inside a plastic bag with any liquids you may be carrying. You must keep the cigarette lighter with you throughout the flight. Please note that cigarette lighters cannot be placed inside hold luggage. Download the Civil Aviation Authority's (CAA) guide for full details of what you can carry in your luggage.
Further information can be found on the Direct Gov website, however, Hays Travel is not responsible, and accepts no liability, for the content found on the Direct Gov website.
Can I take medicine abroad?
If you require prescribed medication for a health condition, you should talk to your GP or Practice Nurse about travelling before your holiday, as they will be able tell you if you need to make any special arrangements. You should also always carry your medication in a correctly labelled container as issued by your pharmacist. Try to carry your medication in your hand luggage (airline regulations permitting), with a copy of your prescription. Try and also pack a spare supply of medication in your suitcase or hold luggage where possible, in case you lose your hand luggage. It may be a good idea to travel with a copy of your prescription. Some airlines require a letter from your GP giving details of your medication, as well as the name of the health condition that you require the medication for.
Do I need a passport to fly?
Yes, you need a passport to travel and will be prevented boarding if you do not have one.
Some countries will require you to have a valid passport for 6 months after your return date. This does vary from country to country, and we recommend that you check the Foreign and Commonwealth Office (FCO) website for advice for the specific country you are travelling to.
Do my children need their own passports?
Yes, children require their own passport to travel abroad. Children's passports are generaly valid for 5 years.
Application forms are available from Post Office branches that offer the Passport Check & Send service, or you can request a form online and it will be sent to you in the post.
More information can be found by visiting the following government website link:
How can I arrange assistance for my flights?
If special assistance is required, you should notify us at the time of booking. This information will then be passed on to the airline in advance of travel. If you require special assistance but haven't notified us, please contact us.
How do I cancel my booking?
A request to cancel a booking must be made in writing by the lead passenger. The best way to do this is by sending an email to firstname.lastname@example.org. Please make it clear to us if you are looking to cancel the entire booking or whether you would just like to cancel a specific member of your party's booking. To help us assist you quicker, please include your booking reference number. We will then contact you to advise you of any cancellation charges and seek your consent prior to cancelling. A cancellation invoice can be issued upon request should you require one for insurance purposes.
How do I contact you for after sales support?
We are here to answer your after sales enquiries, discuss amendments and add extras to your existing booking.
Our opening times are Monday -
We aim to respond to any email enquiries within 1 hour (during opening hours). Providing your booking reference within your email or having it handy before calling will help us to answer your enquiry more efficiently.