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Help and Support

Common questions and answers can be found in the following sections of this page:

Before you book:

How do I make a booking?
What are my payment options?
Do you charge handling fee on credit cards?
What will I be charged if I have to cancel my booking?
What will the weather be like in..?
Will I need a visa? How long will the flight be? What is the time difference?
Are transfers included with my holiday?
How do I make a meal request?
How can I book a room for early arrival or late departure?
How soon will I receive confirmation of my booking?
When will I receive my tickets?
I am travelling on my honeymoon, what name should I travel in?
How can I make special requests? (e.g.: room view, floor preference, birthdays, etc)
I am a disabled or less mobile traveller, what information should I provide, to make sure that all of my needs are met?
Do you accept bookings from outside UK?
I did not find the answer to my question here, how can I contact you?

Booking

How soon will I receive confirmation of my booking?
When will I receive my tickets?
What is an E-Ticket?
What are Tickets on Departure?
I need to change my booking, how should I proceed?
I need to cancel my booking, how should I proceed?
My name has been spelt incorrectly on my invoice, what do I do?
May I transfer my booking to another holidaymaker?
Can I add extras to my booking?
How can I book a seat with extra legroom?
I did not find the answer to my question here, how can I contact you?
Do you offer preferential rates for group bookings?

Before you go

What will the weather be like in..?
Will I need a visa? How long will the flight be? What is the time difference?
Are transfers included with my holiday?
What luggage allowance do I have on my flight?
What currency do I need?...
API - Advanced Passenger Information

While away

I lost my ticket, what do I do?
Who do I contact in case of emergency?
I did not find the answer to my question here, how can I contact you?

On return

I have a complaint, how do I complain?
Can I claim compensation on delayed flight?
I have left something at the hotel/on the flight/on the transfer, what do I do?
I did not find the answer to my question here, how can I contact you?
Can I share my experience with other D & S customers?

Before you book:

How do I make a booking? back to top

  • Online - to research and book your holidays, flight or just accommodation online, please use our search facility.

  • Firstly, choose what kind of booking you are looking for; holidays (hotel and flight), flight only or accommodation only

Searching for Holidays:

    • Decide where you would like to travel, by choosing Country and Destination. You may want to go into greater detail and select Location or Resort; however this option is not required.

    • Then make a choice of your preferred Departure Point. Please note, that only airports with available flights to your chosen destination will be displayed.

    • Afterwards, please define when you would like to travel by selecting Departure Date and the number of Nights you wish to stay for.

    • At this point, should you wish, you may classify Board Type and number of Required Rooms.

    • And lastly, please select who is going to travel, by picking Number of Adults and Number of Children and press Search

    • You will be redirected firstly to the Flights site � this may take up to 30 seconds. Please choose preferred flight and press Choose Flight and Continue

    • Your flight booking will be arranged and afterwards you will be redirected to Accommodation site � this may take up to 30 seconds.

    • Please choose preferred accommodation and press Book and Save

    • Please check your Hotel Summary and confirm booking by pressing Book This Holiday Now.

    • Should you wish to look for different accommodation, please select Choose Another Hotel or Start Again at the bottom of the page

    • After redirection, please fill in all passenger details and again press Click to Book No

Searching for Flights only:

    • Decide where you would like to travel, by choosing Country and Island / Region.

    • Then make a choice of your preferred departure point, by selecting the appropriate Flying From airport. Please note, that only airports with available flights to your chosen destination will be displayed.

    • Afterwards, please define when you would like to travel by selecting Going On date and the number of Nights you wish to stay for.

    • And lastly, please select who is going to travel, by picking Number of Adults and Number of Children and press Search

    • You will be redirected firstly to Flights site � this may take up to 30 seconds. Please choose preferred flight and press Choose Flight and Continue

    • Please check your Flight Summary and confirm booking by pressing Book This Flight Now.

    • After redirection, please fill in all passenger details and again press Click to Book Now

    Searching for Accommodation only:

    • Decide where you would like to travel, by choosing Country and Island / Region. You may want to go into greater details and select Resort / City; however this option is not required.

    • Then, please define when you would like to travel by selecting Going On date and the number of Nights you wish to stay for.

    • At this point, should you wish, you may classify Board Type, Star Rating and number of Required Rooms.

    • And lastly, please select who is going to travel, by picking Number of Adults and Number of Children and press Search

    • You will be redirected to Accommodation site � this may take up to 30 seconds. Please choose preferred accommodation and press Book and Save

    • Please check your Hotel Summary and confirm booking by pressing Book This Hotel Now.

    • Should you wish to look for different accommodation, please select Choose Another Hotel or Start Again at the bottom of the page

    • After redirection, please fill in all passenger details and again press Click to Book Now

    Online Contact form if you do not have time to search, please just fill in our Quotation form with all required information including any special requirements you may have and give us 48 hours to respond. We will search our database for you and send you an email with our suggestions.

    Phone � should you wish to speak with a member of our staff, please give us a call on 0800 954 3701. Our Customer Reservations team is available Monday � Friday from 9 am to 9 pm, Saturday from 9 am to 5 pm and Sunday from 10.30 am to 4.30 pm

What are my payment options? back to top

  • Payments can be made online, by phone, by post or by visiting one of our 22 branches.

  • Holidayco.co.uk website accepts all major credit and debit cards.

  • Payments can also be made by telephone or by cheque (please allow 7 days for clearance), bankers draft or bank transfer. Please address cheques to:

Dawson & Sanderson Ltd
5-7 Keppel Street
South Shields
NE33 1LX
Or alternatively contact the branch directly

Do you charge handling fee on credit cards? back to top

  • We charge a 2.25% per transaction handling fee for all credit card bookings.

What will I be charged if I have to cancel my booking? back to top

  • The cancellation charges are set by the Third Party Supplier�s terms and conditions or are clearly displayed in the rules relating to the flight you are purchasing.

  • Please note, the cancellations must be made in writing by the person in whose name the booking was made and sent to us at the contact details provided above.

  • In the event of cancellation, any charges may be recovered by your travel insurance. Please check your insurance policy for more information.

What will the weather be like in..? back to top

Europe | North America | Asia | Africa | Australasia

Find out more about weather in our holiday guides section which can be accessed via the left hand menu or by using the links above


Will I need a visa? How long will the flight be? What is the time difference?
back to top

Europe | North America | Asia | Africa | Australasia


Are transfers included with my holiday? back to top

  • No, transfers are not included in your cost.

  • Should you wish to book your transfer, you may do so while booking your holiday.

  • If you have not booked your transfer but would like to, please contact our Sales team for costs via:

How do I make a meal request? back to top

  • Holidayco.co.uk will be more than happy to inform the airline about your special dietary requirements. To make suitable arrangements, please contact our Customer Reservations team at least 7 days before your departure via;

How can I book a room for early arrival or late departure? back to top

  • Usually hotel rooms are available after 4 pm, and are to be vacated between 10 am and 12 pm.

  • Should you require a room to be ready on your arrival prior to noon or available after 10 am, please contact our Customer Reservations team, who will make arrangements for you at a cost no greater than the extra night price.

  • You may contact our Customer Reservations team by:

How soon will I receive confirmation of my booking? back to top

  • Your booking confirmation is sent by e-mail immediately after finalising the reservation.

  • All other documents including tickets, invoice and insurance documents are sent by post.

  • In case you did not receive your confirmation, please contact our Customer Reservations team via:

When will I receive my tickets? back to top

  • Tickets should arrive 10 days prior to departure.

  • If you do not receive your tickets 10 days before departure please contact us via;

  • For bookings made within 14 days before travel, tickets must be collected from the departure airport on the day of travel.

  • Please note, tickets will only be sent to the address of the credit card holder.

I am travelling on my honeymoon, what name should I travel in? back to top

  • You must travel in the name that is on your passport.

How can I make special requests? (e.g.: room view, floor preference, birthdays, etc) back to top

  • Holidayco.co.uk will be more than happy, to help accommodate your requests. To make arrangements, please contact our Customer Reservations department at least 7 days before your departure via:

  • Holidayco.co.uk will not charge for this service, however further costs may incur inflicted by the service providers.

  • Please note, we will do our best to meet your requirements, however such requests are subject to availability and cannot be guaranteed.

I am a disabled or less mobile traveller, what information should I provide, to make sure that all of my needs are met? back to top

  • We want everyone to enjoy completely successful travel arrangements.If you have a disability or a medical condition requiring special travel, accommodation or dietary arrangements, we strongly recommend that you complete the ABTA checklist for disabled and less mobile passangers at the time you make your booking. If you have any specific needs for equipment or medication, you can use the checklist for this information, too. It can be completed by you, your travel organiser or our travel agent. The questions aren�t meant to be intrusive. The information you provide will be treated confidentially and will be used only to check that the transport, accommodation and facilities in the destination are right for you. It all helps to ensure you receive a quality service tailored to your particular needs.

  • Please note, we will do our best to meet your requirements, however such requests are subject to availability and cannot be guaranteed.

Do you accept bookings from outside UK? back to top

  • Holidayco.co.uk can only accept payments from customers who hold UK issued credit or debit card, therefore have a UK billing address.

  • In addition tickets are only sent to the billing address of the credit card holder.

I did not find the answer to my question here, how can I contact you? back to top

Booking:

How soon will I receive confirmation of my booking? back to top

  • Your booking confirmation is sent by e-mail immediately after finalising the reservation.

  • All other documents including tickets, invoice and insurance documents are sent by post.

  • In case you did not receive your confirmation, please contact our Customer Reservations team via:

When will I receive my tickets? back to top

  • Tickets should arrive 10 days prior to departure.

  • If you do not receive your tickets 10 days before departure please contact us via;

  • For bookings made within 14 days before travel tickets must be collected from the departure airport on the day of travel.

  • Please note, tickets will only be sent to the address of the credit card holder.

What is an E-Ticket? back to top

  • E-ticket is an electronic ticketing system, meaning it is stored in the airline�s database. Therefore, there is no need to issue a traditional paper ticket.

  • The e-ticket holder should present the confirmation of an e-ticket booking, along with a passport, at the airline check-in desk.

What are Tickets on Departure? back to top

  • Ticket on Departure is a ticket collected on the day of departure from the airline office at the departure airport.

  • Ticket on Departure may be collected at the airport, from the tour operator desk 3 and half an hour before the flight.

I need to change my booking, how should I proceed? back to top

  • Should you need to make necessary changes please inform us as soon as possible and we will try our best to accommodate required changes. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent.

  • If it is possible to make the change, it will be subject to an administration charge of up to �40* per booking and payment of any further costs incurred as a result of the change (e.g. difference in price of your new travel arrangements, lost free or reduced children rates or insurance premiums)

  • Please note, scheduled airlines regard name changes as a cancellation and rebooking. Therefore 100% cancellation charges may be incurred.

  • In the extraordinary circumstances, cancellation charges may be dismissed, therefore please include reasons which prevent you from travelling to the pre-booked arrangements.

  • * The scale of charges depends on the type of changes, type of holidays and the notice period.

I need to cancel my booking, how should I proceed? back to top

  • The cancellation must be made in writing by the person in whose name the booking was made and sent to the branch where you booked at:

  • Or alternatively by fax: 0800 954 3701

  • The cancellation will take effect from the day the written confirmation is received.

  • The cancellation charges are set by the Third Party Suppliers terms and conditions are clearly displayed in the rules relating to the flight you are purchasing.

  • Please note, cancellation of scheduled airlines will incur 100% charges.

  • In the event of cancellation, any charges may be recovered by your travel insurance. Please check your insurance policy for more information.

My name has been spelt incorrectly on my invoice, what do I do? back to top

  • If you have noticed that a title, first name or surname has been spelt incorrectly on your booking, please contact our Customer Reservations team immediately, via:

    • Please note, correct ages are required for insurance cover within the following bands: Under 3, 3-18 and over 65.

May I transfer my booking to another holidaymaker? back to top

  • Should you need to make necessary changes please inform us as soon as possible and we will try our best to accommodate required changes. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent.

  • If it is possible to make the requested change, it will be subject to an administration charge of �30 per booking.

  • However this may not be possible, as scheduled airlines regard name changes as a cancellation and rebooking. Therefore 100% cancellation charges may incur.

  • Please note, that at least one passenger over 18 years old on the original booking must remain.

Can I add extras to my booking? back to top

  • Holidayco.co.uk will be more than happy, to help you arrange any extras such as events tickets, flowers, fruit baskets, restaurant bookings, etc to make your holiday more enjoyable. To make arrangements, please contact our Customer Reservations department at least 7 days before your departure via:

  • Holidayco.co.uk will not charge for this service, however further costs may incur inflicted by the service providers.

How can I book a seat with extra legroom? back to top

  • The extra leg room seats can only be assigned on the day of departure by check in staff by to passengers over 16 years old who are physically fit.

I did not find the answer to my question here, how can I contact you?back to top

Do you offer preferential rates for group bookings?back to top

  • Yes, we offer preferential rates for groups larger then 10.

  • For prices of group bookings please complete our Quotation Form or send us an email and we will contact you within 2 working days.

  • If you would rather speak to someone over the telephone, please call or Customer Reservations team on 0191 261 4888. Our Customer Reservations team is available Monday � Friday from 9 am to 9 pm, Saturday from 9 am to 5 pm and Sunday from 10.30 am to 4.30 pm

Before you go:

What will the weather be like in..? back to top

Europe | North America | Asia | Africa | Australasia

Find out more about weather in our holiday guides section which can be accessed via the left hand menu or by using the links above


Will I need a visa? How long will the flight be? What is the time difference?
back to top

Europe | North America | Asia | Africa | Australasia

Are transfers included with my holiday?back to top

  • No, transfers are not included in your cost.

  • Should you wish to book your transfer, you may do so while booking your holiday. Please see, How do I make a transfer booking?, for more details.

  • If you have not booked your transfer but would like to, please contact our Sales team for costs via:

What luggage allowance do I have on my flight? back to top

  • There are two free baggage allowance systems, one based on number of pieces, another on the weight of the baggage. We would strongly suggest, you check baggage allowance with the booked airline

  • Please note, the luggage allowance details will not be shown if the E ticket system has been used.

  • The following articles, irrespective of their actual dimensions, may be considered as a piece of baggage at 135 cm (53 inches):

    • one sleeping bag or bedroll

    • one rucksack/knapsack/backpack

    • one pair of snow skis with one pair of ski poles and one pair of ski boots

    • one golf bag, golf clubs and pair of golf shoes

    • one duffle-type bag or B-4 type bag

    • one suitably packed bicycle

    • one pair of standard water skis or one slalom water ski

    • suitably packed fishing equipment comprising not more than two rods, one reel, one landing net, one pair of fishing boots and one fishing tackle box

    • certain sporting firearms (subject to each airlines conditions of carriage)

    • any portable musical instrument not exceeding 100 cm (39 inches) in length

  • For information about Hand baggage content allowance please visit Department of Transport

What currency do I need?back to top

Europe | North America | Asia | Africa | Australasia

API - Advanced Passenger Informationback to top

What is API?

API stands for Advanced Passenger Information. Under a Directive from the European Union, airlines are now obligated to collect various details about each passenger and then pass it to the relevant Customs and Immigration Authorities.

What information is required?

The following passport information is required for all passengers, including infants and children.

  • Passport Number
  • Country of Issue
  • Country of Citizenship
  • Date of Birth
  • Gender
  • Expiry of passport
  • Name in passport (must be same name as issued on the ticket)

Passengers traveling to or transiting the USA, are also required to provide information about:

  • Country of residence
  • City of residence
  • The address of your first night's accommodation in the USA including full postal/ZIP code.

When API is required?

We strongly suggest that you provide us with API as soon as possible and not later than 1 week prior to departure, as we need to forward this information to the airlines.

We will endeavor to contact every passenger who has not provided necessary details within 14 days from a booking date; however it is sole passenger�s responsibility to advise us of all API details.

NOTE: All information for all passengers on each booking has to be forwarded to the airline prior to your departure.

How to provide API?

You can send us the required information either via:

  • Email
  • Phone
  • Fax
  • In person at the branch you booked through

What happens if I don't provide API details prior to my travel?

Customers that do not provide API could be denied boarding at the airport.

What happens to API details once they are provided?

The provided information is entered directly into the airline reservation system and is not kept on file by us, and cannot be accessed once the flight has departed.


I did not find the answer to my question here, how can I contact you?

While away:

I lost my ticket, what do I do?back to top

  • E-ticket � if you lost your e-ticket, all you need to do is to reprint your itinerary.

  • Paper ticket � you should contact the local office of the airline you are travelling with and ask for a reissue. The easiest way of obtaining their contact details is by searching Internet. However, should encounter any problems, please do not hesitate to contact us via phone on 0800 088 44 22. Our Customer Reservations team is available Monday � Friday from 9 am to 9 pm, Saturday from 9 am to 5 pm and Sunday from 10.30 am to 4.30 pm.

Who do I contact in case of emergency? back to top

  • During office ours: Monday toFriday from 9 am to 9 pm, Saturday from 9 am to 5 pm and Sunday from 10.30 am to 4.30 pm please call 0800 954 3701

  • After office hours please call 0191 260 5919

I did not find the answer to my question here, how can I contact you? back to top

On return:

I have a complaint, how do I complain? back to top

  • If you have a complaint, this should be addressed to the branch that reserved your holiday.

Please click below for and select your branch:

to complain about online bookings, please e-mail as at: help@travelco.co.uk or write to us:

Dawson & Sanderson
Department: Online Bookings
5-7 Keppel Street
South Shields
NE33 1LX

  • We will reply within 28 days of receiving your correspondence in accordance to the ABTA�s code of conduct.

  • Please include your booking reference with any correspondence and as much information as possible, including any photographs or receipts.

Can I claim compensation on delayed flight? back to top

  • Most travel insurance policies offer some kind of compensation for flight delays.

  • Please note, you need to obtain a flight delay confirmation from either the airline or your travel company, therefore please contact us with details of the delay, so we can organise this for you.

I have left something at the hotel/on the flight/on the transfer, what do I do? back to top

  • In the case when the item is found, we will do our best to return this to you free of charge, however in some circumstances a postal charge may need to be paid before return of the item.

  • In the case when the item is not found, should you wish to make a claim, we will be happy to provide you with lost property confirmation letter.

I did not find the answer to my question here, how can I contact you?back to top

Can I share my experience with other D & S customers?back to top

  • We are very happy, that you wish to share your experiences. Within a week of your return from holidays, you should receive an email asking for your review.

  • We value your opinion; therefore both positive and negative comments will be posted on our Review Board. This will be active in early 2008

  • Should you wish to write your review now, please email to help@travelco.co.uk