Call: 0800 389 2702
Open: Monday - Friday 09:00 - 20:00, Saturday 09:00 - 18:00
Passport to the Sun
6 Gaweswell Terrace
Houghton le Spring
Tyne and Wear
ABTA No. J3082
ATOL No. 5535
Copyright © Passport to the Sun
2001 - 2019
We sell Travel Services on behalf of Hays Travel Limited and benefits from Hays Travel’s membership of ABTA with membership number J3082. ABTA and ABTA Members help holidaymakers to get the most from their
travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0599 or www.abta.com
Hays Travel Limited are registered in England and Wales with company number 1990682 and VAT number 193167195. Registered office: 25 Vine Place, Sunderland, Tyne & Wear SR1 3NA.
Any Holidays/Flights/Hotels & other Travel
Services shown are subject to availability and
price change without notice.
Frequently Asked Questions
In order to get going on holidays as stress free and enjoyable as possible, we have compiled a list of commonly asked
questions our customers want answers to. So whatever you're thinking about booking with us, you've booked and
you're waiting to go or even if you just come back from your holiday, hopefully we will have the answer for you.
If you still can't find what you've looking for, please contact us by telephone or email and will endeavour to help with
Why should I take out Travel Insurance on my holiday?
Adequate travel insurance is a condition of your contract with either Passport to the Sun or the supplier in question, as applicable. You must take
out a policy of insurance in order to cover you and your fellow travellers against the cost of cancellation by you; the cost of assistance (including
repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. The cost of travel insurance is based on the type
of cover requested, the age of the insured, the destination of travel, length of stay and any pre-existing medical conditions.
Will I need a Visa?
Customers are responsible for obtaining any visas required for their holiday. If you're unsure whether a visa is required for your trip, information
can be found by visiting the relevant embassy website. For visitors on package holidays to Cuba, visas will be provided by your tour operator and
these can either be sent to you, or collected at the Airport, You will be advised which is applicable to you.
Will the hotel facilities be on offer all year round?
Some of our hotels and apartment may not operate certain facilities during the off peak winter months e.g. outdoor water slides, beach and pool
bars and kid's clubs. You may find details of this in accommodation descriptions online or in Tour Operators Brochures. But, if you have particular
questions on your facilities, then you are welcome to contact us and we will contact the hotel on your behalf.
Will transfers be included with my holiday booking?
Transfers to your accommodation may be included with your holiday. In some cases, the Tour Operator you are travelling with will include transfers
at no extra charge. Alternatively, you may be given the option by us to add them during the booking process before confirming your holiday.
Further information on this may be given in the accommodation description for your chosen holiday.It may be possible to add transfers on to your
booking at a later date by contacting us. Passport to the Sun offer many types of transfers, some of which are often cheaper than those offered by
the tour operators. When you book one of our transfers, we will send you details of where you can board your transfer; but please be aware this
transfer will not be escorted by a tour rep.
How long will it take for my booking confirmation to come through?
Where an email address has been provided, a confirmation email containing your booking summary will be sent to you within 24 hours.
Are flight meals included?
Charter airlines such as Thomas Cook and Thomson provide in-flight meals at an additional cost, not available on all routes. 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-on-
board trolley service during your flight.
Are there any additional charges when booking online?
We do not offer the facility to book online, however we believe in honest pricing and will always state what is included and not included in your
holiday when you make your booking. However, we depend on the tour operators, hotels and airlines to provide us with accurate information, which
can unfortunately change from minute to minute. Where we can, we will absorb these price changes, but in some instances we will need to pass the
extra costs on to our customers. Please note that local taxes, including city taxes, are not covered within the price, as these would be payable
Can I book a holiday less than 2 days in advance?
Yes, If you are looking to travel on a flight in the next 2 days, please contact us.
Can I book a holiday without having an e-mail address?
Yes, an email address is not required.
Can I make a booking on behalf of someone else?
Yes, you can book on behalf of someone else. You will need to have their full name, as detailed on their passport, and also their contact details
readily available. This is so we can send them their holiday confirmation and make contact should we have any queries regarding their booking.
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.
Can you hold seats or tell me how many seats are left?
We do not currently offer a facility online to hold or reserve specific seats prior to a confirmed holiday booking. The only way to guarantee the seats
you are looking for is to make a holiday booking. We are unable to advise you on how many seats are left on the aircraft, as our computer system
only shows if there are enough seats available for your party.
Do I need a passport to fly?
Yes, you need to take your passport on your holiday, as some airlines will prevent you boarding without it. Some countries require you to have a
valid passport for 6 months after your return date but this does vary from country to country. You need to check on the Foreign and Commonwealth
Office (FCO) web-site and obtain up to date advice for the country you are travelling to.If you hold a non-UK passport, you will need to contact the
embassy or consulate of the country you are travelling to – the contact details can be found on the FCO website. Your documents will be checked at
the UK departure point for your trip, and you will be denied travel if they are not deemed acceptable. Please make sure you check your
documentation has the required validity. If you need a new passport, you will need plenty of processing time before your departure. You can also
pay an additional fee to expedite UK passport delivery. More information can be obtained from the following website
Do my children need their own passports?
Yes, children require their own passport to travel abroad. Children's passports are generally 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: http://www.direct.gov.uk/en/TravelAndTransport/Passports/index.htm
Do prices tend to increase each year?
Yes, we do find that generally prices increase year on year when it comes to holidays. Here at Passport to the Sun we do aim to offer you the lowest
price on the market at the time of booking. We cannot predict exactly how prices will vary year on year as this is mainly influenced by aviation
costs, which in turn tend to be difficult to predict.
Flight arrival times are given as "TBC", why?
Flight arrival times are "To Be Confirmed". This may be due to the fact your tour operator has not yet confirmed its arrival slots. However, your
flight times will be confirmed when you receive your tickets.
How can I arrange assistance for my accommodation?
We kindly ask that you read the descriptions for the accommodation carefully during the booking process to help you select the right place to stay.
Bear in mind whether the location is appropriate if you have walking difficulties.
How can I arrange assistance for my flights?
Should you need to make additional requests after your booking is confirmed, then please contact us. There may be a cut of time before arrival for
submitting assistance requests to your chosen accommodation, so we ask you to let us know as soon as possible. Some requests cannot be
guaranteed.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 can I book a holiday on your site?
We believe in giving a personal service, and therefore we do not offer online booking, please Contact Us with your requirements.
How can I book a seat with extra leg room?
You can book extra legroom seats on your flight, but this often depends on which airline you fly with. Please Contact Us.
How can I book multiple rooms for my holiday?
Yes, just inform us of your requirements, and we will search for these.
How can I find out if it is safe to travel to a particular country?
The FCO (Foreign & Commonwealth Office) is the British government department that issues advice as to whether a country is considered unsafe to
travel to. UK Airlines and Tour Operators will generally follow advice given by the FCO regarding travelling to and from a country and we will
endeavour to warn you of anything that is reported. The FCO website www.fco.gov.uk also has information on a variety of subjects that are useful
to anyone looking to travel abroad.
How do I apply for a new passport or renew my passport?
You can renew or replace your UK adult passport up to 9 months before your current one runs out. It currently takes at least three weeks to get
your passport via the post and can take longer between April and September. The Post Office offers a Passport Check & Send Service which
expedites the receipt of your new passport, but there is an additional charge for this service. Apply early whenever you can. Further information can
be found at https://www.gov.uk/renew-adult-passport
How do you decide which hotels to recommend on your site?
We choose the majority of the properties we sell because of their popularity with our customers, trip advisor ratings and returning customers. We
also have knowledgeable staff, with many years of travel industry experience and local knowledge, to assist our choice.
How do you decide which star rating to give each of the hotels on your site?
The question of awarding star ratings for each property is a difficult one. Unlike other hard facts, such as whether the property has a pool or how
far it is from the beach, there appears to be no universally recognised standard between countries. This leaves us with the option of using official
ratings (i.e. those awarded by the tourist body of the country in question) or using a rating awarded by an accommodation supplier selling to the UK
market. We do not use the first option to set star ratings, since standards vary so much from country to country and are often based on local
opinion. On balance, we believe that the second option gives our customers the best chance to compare accommodation.
How much does it cost to add extra luggage?
The cost of booking extra luggage varies from airline to airline. Booking extra luggage allowance before travelling can save you money, compared to
paying at the airport.
I am a British citizen, how do I know if I need a Visa to travel?
Visa requirements vary from country to country. For information on passport/visa requirements and other general travel requirements, please visit
www.wtgonline.com. Please note, it is your responsibility to make sure you have the correct documentation to allow entry, and travel to and from,
the country you are visiting.
I am pregnant can I fly still?
Policies vary between airlines, so it is best to ask about restrictions when booking your flight. It is generally accepted that you can fly during the
first and second trimesters of pregnancy. Please note, airlines can prevent travel if they are worried about how far along in your pregnancy you are.
To avoid any issues, it is recommended that you get written permission to fly from your doctor or midwife. The letter should confirm your due date
and state that you have been examined and are not likely to go into labour within the next 72 hours.
If I book with you, how financially protected is my holiday?
Passport to the Sun is a member of Association of British Travel Agents (ABTA) and hold membership number J3082. ABTA and ABTA Members help
holidaymakers get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard
of service to you by ABTA's Code of Conduct.In addition, all our package and Flight-Plus holidays are financially protected by the Air Travel
Organisers Licence (ATOL) scheme to give you peace of mind (our ATOL number is 5534). If the operator fails, then the ATOL scheme makes sure
that customers don't lose their money or find themselves stranded abroad. The ATOL scheme does not encompass accommodation only or flight
only bookings. For more information regarding the ATOL scheme and what it covers, visit the CAA website at www.caa.co.uk/atol.Booking a Flight-
Plus provides you with protection under our ATOL licence number 5534 in the event of supplier insolvency, but we are still acting as agent for the
individual suppliers and a Flight-Plus booking does not constitute a Package. We have arranged ATOL protection for our Flight-Plus holidays. A
Flight-Plus is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire
from separate suppliers (i.e. not a package holiday). When you make a Flight-Plus booking through we will give you an ATOL Certificate showing
what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. On all Flight Plus
holiday arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount
paid to us in the unlikely event of our insolvency or the insolvency of your service providers. Please note however that we have no liability beyond
that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers. An ATOL Protection Contribution of £2.50 per
passenger is payable to the CAA on Flight-Plus bookings and this will be reflected on your booking summary as a charge for "Flight Plus". For more
details as to when a Flight-Plus exists and the protection provided under the ATOL scheme please see www.caa.co.uk.
What age ranges define Senior Citizens, Adults, Children and Infants?
How old is a Senior Citizen? - For travel purposes, a Senior Citizen is someone who will be 60 or over on their return date to the UK.How old is an
Adult? - For the purpose of travel, an adult is aged between 13 and 59 years on their return date to the UK.How old is a Child? - For travel
purposes, a child is usually aged between 2 and 12 years on their return date to the UK. However, some package holidays allow for child ages up to
16 years old. Child prices are only applicable if there are a minimum of two adults in the same room as the child.How old is an Infant? - An infant
will be under 2 years old on their return date to the UK. This means, if your infant will turn 2 years old during your holiday, you will need to include
them as a child when you make your holiday booking.
What are E111 and EHIC forms?
The European Health Insurance Card (EHIC) replaced the E111 form in January 2006. It can be used to cover any necessary medical treatment due
to either an accident or illness within the European Economic Area (EEA). The EHIC entitles the holder to state-provided medical treatment within
the country they are visiting. The service provided will be the same as received by a person covered by the country's insured medical scheme.
What deposit and payment schemes do you offer when booking by phone?
You will be required to pay a deposit or make full payment for your booking at the time of your telephone booking. Where you only pay a deposit
you must pay the full balance by the balance due date notified to you on your booking confirmation. If full payment is not received by the balance
due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Except
where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on
behalf of the supplier(s) concerned.
What does All Inclusive mean?
All Inclusive generally means that All Meals and Drinks are Included, however this does vary by Hotel to Hotel.
What does Bed & Breakfast mean?
Bed and Breakfast means that breakfast is included in the price you have paid for your hotel or holiday. The breakfast is normally served in a buffet
style, with a varied selection of dishes and options to choose from.
What does Full Board mean?
Full board means that breakfast, lunch and dinner are included in the price of your holiday. Coffee, tea and fruit juices are normally provided free of
charge at breakfast, other soft and alcoholic drinks usually incur an additional cost.
What does Half Board mean?
Half board means that breakfast and another meal, usually your dinner, are included in the price of your holiday. Coffee, tea and fruit juices are
normally provided free of charge at breakfast, other soft and alcoholic drinks usually incur an additional cost. In some cases, you can choose to
enjoy lunch instead of dinner - your hotel will confirm this upon arrival.
What does Room Only mean?
Room only means that there are no meals included in the cost of your holiday, you are just paying to stay in the room. If you want breakfast, lunch
or dinner in the hotel, this will incur an additional cost. All the other amenities of the hotel are available for you to use as a guest.
What does Self Catering mean?
Self-Catering means that no meals are included in the price of the holiday. You will usually be provided with kitchen facilities including a fridge in
your accommodation. Many of our properties have a supermarket onsite for all your daily needs and also restaurants and/or snack bars. Self-
catering holidays give you the freedom to eat and drink wherever you like.
What is a fuel supplement?
Some tour operator and airlines add a fuel supplement to your holiday costs. This additional amount is usually to cover future rises in the cost of
What is ABTA and what does this mean for me?
ABTA and ABTA Members help you to get the most from your travel and assist you when things don't go according to plan. We are obliged to
maintain a high standard of service to you by ABTA's Code of Conduct. For further information about ABTA, the Code of Conduct, and the arbitration
scheme available to you if you have a complaint, please visit www.abta.com.
What is ATOL and what does this mean for me?
All our package and Flight-Plus holidays are financially protected by the Air Travel Organisers Licence (ATOL) scheme to give you peace of mind (our
ATOL number is 5534). If the operator fails, then the ATOL scheme makes sure that customers don't lose their money or find themselves stranded
abroad. The ATOL scheme does not encompass accommodation only or flight only bookings. For more information regarding the ATOL scheme and
what it covers, visit the CAA website at www.caa.co.uk/atol.
What is involved in a private transfer?
A private transfer is a taxi or other vehicle reserved exclusively for your party. Your private transfer will be waiting for you when you arrive at your
destination airport, and will provide a speedy door-to-door service to your accommodation, without any stops en route. Private transfers generally
cost more than choosing a coach or shuttle bus transfer.
What is involved in a shuttle transfer?
A shuttle transfer is usually via a shared coach or bus service. Shuttle transfers can take longer to get you to your accommodation, as they often
entail waiting for passengers from assorted flights before the service departs and subsequent stops en route before your final destination. Shuttle
transfers are often less expensive than a private transfer, but are a great choice if you are working to a budget or travelling as a group.
What is the difference between studios, apartments and villas?
Studios usually consist of an open plan lounge and sleeping area, complete with integrated kitchenette and cooking facilities. The beds often
convert from sofa beds and the bathroom is separate.Apartments generally made up of an open plan lounge area, kitchen, bathroom and one or
two bedrooms, complete with double or twin beds. There may also be additional sofa beds in the lounge.Villas often feature an open plan lounge,
kitchen, bathroom, bedrooms and private balcony or terrace. Villas may also offer outside areas, complete with a garden, swimming pool, plunge
pool or Jacuzzi. Full details of your chosen villa can be found on your holiday information page.
What is the Electronic System for Travel Authority (ESTA) requirement for US destinations?
When travelling to the USA by air or sea, the US authorities require you to travel under the Visa Waiver Programm (VWP) and to register for
Electronic Travel Authority (ESTA) before you depart the UK. Passengers who have not applied for and received travel authorisation via the ESTA
programme prior to travel, may be denied boarding, experience delayed processing or be denied admission at their US port of entry. You apply for
the ESTA online and this establishes your eligibility to travel to the USA. The gaining of a visa or travelling visa-free with an ESTA is merely part of
the travel approval process and does not guarantee you automatic entry to the USA; this is down to the immigration officer at the port of entry.If
you have any queries on the ESTA process, please address these to the US Embassy Consular department. Please remember that if you are refused
boarding or denied admission at the US port of entry, in accordance with the terms of our contract with you, you will still be subject to our
cancellation charges.The application form is available online at https://esta.cbp.dhs.gov. Prior to travel, you are required to complete the online
application (currently in English only). There is a $14.00 fee charged for each new or renewed ESTA application. All payments must be made by
credit or debit card when applying for or renewing an ESTA at https://esta.cbp.dhs.gov. The ESTA system accepts the following credit/debit cards:
MasterCard, VISA, American Express and Discover. Your application will not be submitted for processing until all correct payment information is
What is the hold baggage allowance for my flight?
Your individual hold baggage allowance will vary depending on which airline you are flying with; whether your flight is short or long haul; or whether
you are taking a package holiday or flight only. Passport to the Sun will, where possible, give you the option to purchase additional baggage
allowance for free at the time of booking, or for a fee dependent on the airline. If you wish to add an additional baggage allowance at a later date,
please contact us.
What luggage can I take on my hotel transfer?
All types of transfers usually include one suitcase per person as their standard luggage allowance. Additional luggage allowance, for items such as
car seats or golf clubs, may incur an additional local charge, but we will be happy to arrange this for you if you contact our Customer Support Team
prior to departure. Passengers take full responsibility for their own luggage on all types of transfers.
What payment methods do you accept when booking by phone and are there any card charges?
You will be required to pay a deposit or make full payment for your booking by credit or debit card at the time of booking. Where you only pay a
deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will
notify the supplier, who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Except where otherwise
advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the
supplier(s) concerned. We do not make any charges for payments by debit or Credit Cards, please note we do not accept American Express (amex).
What should be in my first aid kit / luggage when I travel?
It is always useful to include a few items in your luggage in case of any unforeseen emergencies. We suggest plasters, antiseptic cream, headache
or pain relief, stomach remedies, travel sickness medication, insect repellent, after-sun lotion and cotton wool. Also, please remember to take
adequate supplies of any prescribed medication with you on your holiday.
What should I check with regards to my passport?
You need a passport to travel and will be prevented from boarding your flight 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. If you need to organise a new passport, please allow
plenty of processing time before your departure, although you can pay an additional fee to via the Post Office Passport Check & Send Service to
expedite UK passport delivery. More information can be obtained via the following website https://www.gov.uk/browse/abroad/passports.
What vaccinations do I need?
Customers who are travelling outside the UK may need to be vaccinated against some of the serious diseases found in other parts of the world. In
fact, some countries require you to have an International Certificate of Vaccination or Prophylaxis (ICVP) before you enter. For additional advice on
this, please consult the following website: http://www.fitfortravel.nhs.uk/destinations.aspx
When booking by phone, will I be given a booking reference number?
Yes, you will be provided with a booking reference number, once your holiday booking has been completed. We advise you to make a note of this
number, which you should use in all future communications with Passport to the Sun.
When booking by phone, will I be given any invoice confirmation?
During the telephone booking process, you will be asked for an email address where we can send your booking confirmation. If you don't have
access to a computer, we are happy to send all documents to you by post.
When do I receive my confirmation email?
Where an email address has been provided, a confirmation email containing your booking summary will be sent to you within 24 hours.
When is it safe to sunbathe and what factor sunscreen should I use?
It is advised to choose a sunscreen that protects against both UVA and UVB radiation from the sun. The SPF (sun protection factor) tells you the
amount of protection the sun cream gives against UVB radiation. To give you the best protection from the sun's harmful rays, it is recommended to
buy higher factors (at least factor 15). It is important to check the 'use by' date on your sun creams, as most only last around 2 to 3 years. Further
information can be found at http://en.wikipedia.org/wiki/Sunscreen
The above information is given as guidance only and Passport to the Sun will not accept any liability
resulting in injury or harm from following the above advice. When using any skin care products, please
read the manufacturer's instructions and guidelines for use.