Frequently Asked Questions and Useful Information

We’ve set out here answers to some of the common questions that might be on your mind.

If we’ve missed anything, please drop us a line. We want you to have the perfect holiday, and are always pleased to talk to you.

Payments
Your booking
API, Passports, Visas and Boarding Passes
Baggage
Products and Services
Health & Insurance
Further Support

Most Common FAQs

What's included in the advertised price?
Most of our holidays include return flights (taxes) and accommodation. Transfers and checked in bags are not generally included in the holiday price, however are available to book as an optional extra. Please call the number displayed on the advert for more information.

Can I Pay a Deposit?
• You’ll need to pay in full if you’re travelling in the next 12 weeks.
• If your booking is 12 weeks or more away, you can sometimes pay just the deposit now, with the balance due 12 weeks before your depart. Please call the number displayed on the advert for more information.

How do I find out more information about an offer I have seen?
Please call the number displayed on the advert (8am-11pm) and an agent will be happy to assist you.

Payments

When your balance is due
You can find this on your Booking Confirmation or you can call us on 020 7741 1300 and we’ll let you know.

Making a payment
Simply visit pay.teletextholidays.co.uk to pay by credit or debit card.

Payment methods
We take Switch, Maestro, Mastercard, Visa, Delta and American Express.

What's included in your holiday price 
Most of our holidays include return flights (airport taxes) and accommodation. Transfers are not generally included in the holiday price however are available to book as an optional extra.

What you pay and when
• You’ll need to pay in full if you’re travelling in the next 12 weeks.
• If your booking is 12 weeks or more away, you can sometimes pay just the deposit now, with the balance due 12 weeks before your depart. If you don’t pay your balance then your holiday will be cancelled.

Credit and debit card charges
A charge will be made when you pay by credit or debit card, to reflect the costs of processing these payments. These will be listed on the advert and we’ll let you know the amount when you call.

Transfers
Most of our holidays do not include transfers. If you’d like to add transfers, just give us a call.

Your Booking

Your booking confirmation
We’ll email you your booking confirmation within two days, to the email address provided at the time of booking.

Your travel documents
We’ll email you all the vouchers for your holiday (which could include a hotel voucher, transfer voucher and flight summary) once you’ve paid your full balance.

Your tickets
Your tickets should arrive 7-10 days before you go. If the booking is made within two weeks of when you go, most operators will arrange for your tickets to be collected at the airport. Occasionally, they may charge a small extra fee for arranging this.

Tickets on Departure (TOD)
A Ticket on Departure (TOD) is issued if you’re travelling within 14 days of when you book. You pick up these tickets from the airport on the day of departure, from the relevant operator’s desk.

If your tickets haven’t arrived
Please call us or e-mail Rebecca@teletext.co.uk  if your tickets haven’t arrived 10 days before you go.

Correcting a mistake in your booking
Please email us at support@teletext.co.uk or call us on  020 7741 1300

Wrong age on your travel documents
Don’t worry - our systems are set up to show the age of 25 by default. We don’t need your age at the time of booking

Wrong title on travel documents
If your flight is booked with Ryanair they only need first and last name, so there’s no need to do anything. For all other airlines please email us support@teletext.co.uk or call us on 020 7741 1300

Baggage missing from paperwork
If your flights are booked with Ryanair, confirmed baggage will show on your boarding passes emailed to you about 7 days before you depart.

For all other airlines baggage may be on your e-ticket – please call 020 7741 1300 or e-mail Rebecca@teletext.co.uk if you’re not sure

To cancel or change your booking
Please e-mail  us  at support@teletext.co.uk or call 020 7741 1300 as soon as possible.

API, Passports, Visas, and Boarding Passes

Advance Passenger Information (API) and why you need it
European Union rules mean that your airline has to collect and pass on key pieces of information to the relevant national authority. It’s called Advance Passenger Information (or API for short). So we need you to let us have things like your passport number, date of birth and nationality before you go – so that we can make sure it’s all ticked off in time for your holiday.

Which airlines need API
If you’re travelling with, Avro, Fly Monarch, Thomson Fly, Olympic or Aerlingus, we don’t need you to let us have your API. These airlines collect API at check-in.

If you’re travelling with easyJet, you should give your API when you check-in online at http://www.easyjet.com/en. You’ll need to have your booking reference handy – you’ll find this on your flight summary under the locator number we sent to you with your travel documents.

If you’re travelling with any other airline, then you need to send us your API. We’ve set out how to do this in the next question.

Sending your API (Advanced Passenger Information)
Please email your API to api@teletext.co.uk
Here’s what you need to send us for all passengers including children and infants. Note that the date and place of issue will be “UK” unless issued in another country;

•  Your full name (as it appears on your passport)
•  Passport number
•  Date of birth
•  Expiry date
•  Date of issue
•  Place of issue
•  Nationality

If you’re renewing your passport you can email your API to us up to 72 hours before your departure. We’re unable to accept API over the phone. 

Documents you need to travel
You must have a valid passport and the correct visa for your holiday. You might not be allowed to travel if you don’t have these. Please check very carefully before you leave.

Passport requirements
• It’s important that the name and initials on your flight tickets are exactly the same as on the passports of everyone in your party.
• Make sure you have a full passport which is valid until after you get back from your holiday. Many countries insist you have 6 months remaining after your return date.
• If you have any doubts about the validity or condition of your passport, or need to apply for a one, please call the Passport Office on 0870 5210410 (calls charged at national rate). It normally takes about 4 weeks to obtain a passport by post.

Visas
If you’re a British Citizen, you don’t need a Visa for travel in the EU, but might do if you go somewhere else. You can check at www.fco.gov.uk.

Visas for Turkey
From 17 April 2013, an electronic visa (e-Visa) replaces the “sticker” type visa which was issued at the border crossings.  Just visit www.evisa.gov.tr  and fill in the information asked for. Once the application is approved, pay online and download your e-Visa.  Your passport should be valid at least six months longer than the expiry date of the visa.

Ryanair boarding passes
Once we’ve got your Advance Passenger Information, we’ll check you in for all passengers travelling. We’ll email boarding passes to you roughly seven days before you depart. Please make sure you check your junk/spam folders as sometimes travel documents can go into these folders. We’ll send the boarding passes as a PDF document, so please open this and scroll down to view all passengers boarding passes. Please print them off and take them to the airport.

Not received Ryanair boarding passes
If you’ve sent us your API details and you are travelling in three days or less (and you’ve checked your junk/spam folder), please email support@teletext.co.uk or call 020 7741 1300 and one of our Customer Support agents will be able to assist you.

Baggage

Checked baggage allowance
Most airlines let you check in a bag weighing no more than 15kg (33 lbs) or 20kg (44 lbs) a person. Your bag will be weighed when you check-in. Most airlines don’t allow any bag to weigh more than 23kg, even when a family is sharing. Please check with your airline, or on your tickets/boarding passes to see what your airline allows.

If you need extra baggage or you want to check how many checked bags have been booked, please email us at support@teletext.co.uk or call us on 020 7741 1300.

Hand baggage
Please check with your airline. The maximum weight of the bag varies by airline, but is normally 10kg". There is often a basket by check in that your hand luggage will need to fit inside. Several items must not be taken board for security reasons.

Children’s baggage
Children less than 2 years old won’t be allowed any checked bags. However, most airlines let you take prams, buggies and car seats at no extra cost. Please check with your airline if you’ve any other questions. Or call our Customer Support team.

Baggage missing from paperwork
If your flights are booked with Ryanair confirmed baggage will show on your boarding passes emailed to you approximately 7 days prior to departure.

For all other airlines baggage may be on your e-ticket – please e-mail support@teletext.co.uk or call 020 7741 1300 if you are not sure

Baggage charges
If your bag weighs more than the airline allows, you may need to pay excess charges. You’ll pay these at check-in.

Excess baggage
Most airlines let you to take more luggage or heavier bags for a small fee if you let them know before you go. If you’d like to do this, please call us.

Lost, stolen or damaged baggage
You need to report lost or damaged bags to the airline's handling agent at your destination airport, and you will need to fill in a form. To claim for damaged or lost bags, send a copy of the form to your travel insurance company within 21 days of when you were supposed to get your bag back.

Our Products and Services

Our services
We can arrange your flights and accommodation, plus a whole range of other services.

Keeping in touch with our latest deals
Sign up for our email newsletter, ‘Like’ us on Facebook, and follow us on Twitter for access to our best prices and exclusive offers.

Booking late deals
If you’re flexible with where you want to go and when, it’s possible to get a holiday at a very low price. Just bear in mind that for popular destinations at peak times, the best deals get snapped up early, so it often pays to book ahead. We’ve got great value prices whenever you book.

How do you choose your hotels?
All hotels and resorts are carefully chosen by our team of hospitality experts, making sure they meet the standards that our customers expect.  All hotels have good facilities and service in line with the star rating.

What are ATOL and TTA?
ATOL is a protection scheme for all flights arranged through its members. It is managed by the Civil Aviation Authority (CAA), and protects you against airlines going out of business. It’s really important to make sure your holiday is ATOL protected, and you’ll be pleased to know that all Teletext Holidays are.
To find out more please visit www.atol.org.uk

We’re members of the Travel Trust Association. Everything you pay for your holiday (including flight only and package holiday bookings) are paid into a trust account controlled by an independent trustee. Your money isn’t released to the holiday providers until your holiday arrangements are complete. This means your money will be refunded to you in the unlikely event that your holiday provider’s not able to provide your holiday due to going out of business.

Can I book car hire with my holiday?
Of course. We can arrange car hire for you – just call us and we’ll get you all set up.

What is my hotel check-in and check-out time?
Most hotels let you check-in from the afternoon on the day you get there, and you have to check out in the morning on your last day there. If you’d like to check-out later in the day, this can sometimes be arranged. Early check in is sometimes possible too.

What can I expect from an all-inclusive hotel?
All your meals and drinks are usually included, although it depends on the hotel. Hotel entertainment is usually included.

What’s included in half board holidays?
Half-board includes breakfast and evening meals.

What do self-catering holidays include?
You’ll have cooking facilities, but no meals are provided by the hotel.

What’s included on a room only basis?
No meals or cooking facilities will be available

Are some hotel facilities limited at certain times of the year?
Some hotels only have their full range of facilities and services during their summer peak.

How do Allocated on Arrival Holidays (AOA) work?
Your hotel star rating and board basis are guaranteed, but the specific hotel is confirmed when you get there. You can save a lot of money if you book late and you’re flexible, but we don’t recommended if there are things you’d particularly like (such as being in the centre of resort, or being close to the beach).

Health & Insurance

Do I need travel insurance if I’m travelling within the EU?
We suggest you get travel insurance for your holiday. Emergency treatment is usually available if you have a European Health Insurance Card (an EHIC), but even then, you may still have to pay high charges.

Should I arrange travel insurance before I go?
Yes, you should ensure that you have adequate protection for you and your family in the event that you have to cancel or cut short your trip, or require emergency medical treatment and possible repatriation back to the UK in the event of sudden and unforeseen injury or illness. You may also wish to insure yourself against travel delay, missed departure and loss of your personal belongings and money. There are a number of different travel insurance providers, and you need to ensure that whichever policy you choose is right for your needs. If you have not taken out a policy yet you might want to have a look at the Travelmaster policy provided by Infinity Insurance Solutions please click here http://www.infinityinsurance.co.uk. We are an Introducer Appointed Representative of Infinity Insurance Limited, which is authorised and regulated by the Financial Services Authority.

What are the E111 & EHIC?
The E111 form doesn’t work anymore. So you’ll need a European Health Insurance Card (EHIC) to get free or reduced cost healthcare when you visit European Union countries. We recommend you get an EHIC from the Post Office before going on holiday.

Do I need to pay if I go to hospital overseas?
Your travel insurance company will normally pay for this. They should also pay for you to be flown back to the UK if you need to. If you’re not insured, you’ll need to cover the cost

Are there any rules on flying when pregnant?
Please check with your airline as they have different rules on this. Some need a doctor’s note confirming that you’re healthy to fly, and some only allow travel up to the 28th week. Please make sure that you’re covered by your travel insurance policy.

Is wheelchair assistance available?
Yes, this is usually available and we’re pleased to help our guests with any special requirements. We must let the airline know at least 14 days before you go. Please let us know as soon as possible, so we can get you the assistance you need.

Do I need any vaccinations?
Check what vaccinations you need with your GP at least six weeks before you go.

Can I take medication with me?
Any prescription medication must be approved  from the airline prior to your departure, Make sure that any medication you need to take is legally allowed in the country you’re going to and take the prescription with you. Please visit  https://www.gov.uk/hand-luggage-restrictions/essential-medicines-and-medical-equipment for further information.

Further Support

My question hasn’t been covered here. Who should I contact?
Please e-mail us at
Rebecca@teletext.co.uk

or call us on 020 7741 1300

What are the opening times for customer support?
We’re open from 9am to 4pm Monday to Saturday and Bank Holidays.

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