When will I receive my travel documents?
You will receive your confirmation invoice within 3-5 working days of booking. Please read and check these carefully and notify us immediately if there are any errors. Your final travel documents will be sent to you 10-14 days prior to your departure date.
What documentation do I need to take on holiday?
We advise that you take your hotel voucher/s, flight tickets and boarding passes with you. If you have added any extras to your holiday such as transfers, car parking, travel insurance, airport lounges, excursions or car hire, you will also need to take these vouchers with you and present to the relevant supplier.
I have not received any travel documents and/or would like another copy
To protect you from junk mail, most email providers offer a facility to filter unwanted and junk mail, so it is possible the email from us has been filtered by this facility. We would advise that you change your filter settings to ensure that any emails from Broadway Travel are not blocked. If you need to obtain a copy of your travel documentation, you can call our Customer Services team on 0191 600 0546 who will be happy to help.
What do I do if any details are incorrect?
If there are any details on your travel documentation, tickets and vouchers that are incorrect, you need to contact our Customer Services team on 0191 600 0546.
How can I correct a misspelt name?
It is vital that all the passenger names match those on their passports. If you have noticed that there is an error, then please contact our Customer Services team on 0191 600 0546.
Please be aware the suppliers may charge amendment fees for any changes and you will be advised of these once you have submitted your request.
Why does the hotel voucher only show my name and not the other passengers?
The hotel only requires the lead passenger name to make the reservation. Your hotel voucher will show the number of confirmed passengers, your arrival date and all other essential details. All the other passenger names should be detailed on your booking confirmation and need to be checked for accuracy.
How can I add special requests to my booking?
If you would like to add a special request to your booking, you can call our Customer Services team on 0191 600 0546 who will be happy to help.
Can I add extras to my booking (e.g.: transfers, insurance, attraction tickets, parking or lounge)?
If you would like to add any extras to your holiday such as transfers, travel insurance, attraction tickets, car hire, airport parking or an airport lounge, you can call our Customer Services team on 0191 600 0546 and we will be happy to help.
Can I add extras to my flight booking (in-flight meals, pre-booked seats, baggage)?
If you would like to add any in-flight extras such as hold baggage, sports equipment, priority boarding, in-flight meals or to pre-book your seats, you can call our Customer Services team on 0191 600 0546 and we will be happy to help.
How do I cancel or change my holiday?
Due to security, all cancellation or amendment requests must be from the lead passenger only. We can look into making changes to your holiday including amending the dates, destination, board, rooms, hotels or passenger names. If you would like to cancel your booking or any aspect of your holiday, please call our Customer Services team on 0191 600 0546 and we will be happy to help.
Can I cancel my hold baggage, in-flight seats, meals and sports equipment?
No, any extras added to your flight are non-refundable.
I want to make a payment to my outstanding holiday balance
You can make secure online payments towards your holiday at any time. Simply login to your Account and select the ‘make a payment’ option. You can also pay over the phone by calling our Customer Services team on 0191 600 0546.
Can I change my payment details or due dates?
To see if you can change any of your payment options or due dates, please call our Customer Services team on 0191 600 0546 and they will be happy to help.
How can I check what payments I have made?
On your travel documentation, it will show you how much you have paid and how much is outstanding. If you want a more up to date payment history, you can view this by simply logging into your Account.
How much hand baggage can I take?
Hand baggage is included free of charge. The allowance differs depending on the airline that you are travelling on. We recommend that you check this with your specific airline prior to travel as we cannot be held responsible for any items that exceed the weight/dimension allowance. If you would like to add hold baggage to your booking please call our Customer Services team on 0191 600 0546. Alternatively, use our online chat facility to get a price on the baggage weight/allowance that you require just select aftersales.
How much hold baggage allowance do I have?
If you have booked hold baggage your documentation will advise you of the allowance. If there is no mention of hold baggage, this means that only hand baggage is included. If you would like to add hold baggage to your booking please call our Customer Services team on 0191 600 0546. Alternatively, use our online chat facility to get a price on the baggage weight/allowance that you require just select aftersales.
How long do I need to have left on my passport?
For up to date information on passport validity please visit www.gov.uk/browse/abroad/passports
Do I need a visa?
You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates.
Do I need to provide additional passenger information (API)?
Most airlines now require you to provide additional passenger information (API) prior to you boarding the plane. Please refer to the important information section in your documentation or check the table below.
|British Airways||www.britishairways.com||Select manage my booking, enter your booking reference number (displayed on your flight voucher) and the lead passenger surname.|
|Easyjet||www.easyjet.com||Select check-in, select no account then enter your booking reference number (displayed on your flight voucher) and the lead passenger surname.|
|Gold Medal||Please email:
|Please send us your title, first name, middle name, surname, DOB, gender, nationality, country of permanent residence, passport number, expiry date, issue date and passport issuing country.|
|Jet2||www.jet2.com||Select online check in, enter your booking reference number (displayed on your flight voucher), lead passenger surname and departure date.|
|Ryanair||www.ryanair.com/gb/en/check-in||Select the no account? check in here section, enter your ryanair reservation number (displayed on your flight voucher) and the email address firstname.lastname@example.org|
|TUI||www.flightextras.tui.co.uk||Enter your booking reference number (displayed on your e-ticket), the lead passenger surname and date of departure.|
|Wizz Air||www.wizzair.com||Select check-in & Bookings, enter your booking reference number (displayed on your flight voucher) and the lead passenger surname.|
Should I confirm my flight times before travel?
Flight times should be confirmed directly with the airline you are travelling on between 24-48 hours prior to departure from the UK and also whilst in resort for your return journey home.
Check-in online (Ryanair)
If you have paid for an allocated seat from the Ryanair website, then online check-in will open 60 days before departure. If you have not paid for an allocated seat, online check-in is open between 2 days and 2 hours before departure. You will be randomly allocated a seat free of charge. Please go to Ryanair’s website and select My-bookings from the menu options at the top. Enter the email address email@example.com and your Ryanair reference number which can be located on the ticket information page of your documents under section No Account? Check-in here. Ensure you print your boarding cards and take these with you on holiday to avoid any additional charges. Alternatively, you can use the Ryanair check-in app if you have a smart phone.
What happens if I don’t check-in online with Ryanair?
If you do not have your boarding passes with you at the time of check-in, you will be charged from £60.00 per person for these to be re-issued at the airport. The charge is per flight so the cost for the outbound and inbound flight would be from £120.00 per person. You can avoid this by checking in online and taking your boarding passes with you. Alternatively, you can use the Ryanair check-in app if you have a smart phone. Please note that these prices are a guide only and are subject to change.
Check-in online (Easyjet)
Online check-in opens 30 days before your departure. To check-in online, please go to Easyjet's website and click the check in button at the top of the homepage. Select no account then enter the lead passenger's surname, followed by the Easyjet reference number which can be located on the ticket information page of your documents. Ensure you print your boarding cards and take these with you on holiday to avoid any additional charges. Alternatively, you can use the Easyjet check-in app if you have a smart phone.
What happens if I don’t check-in online with Easyjet?
If you do not have your boarding passes with you at the time of check in, you may be charged for these to be re-issued at the airport. Please avoid this by checking in online and taking your boarding passes with you. Alternatively, you can use the Easyjet check-in app if you have a smart phone.
Check-in online (Jet2)
Online check-in opens 28 days before your departure. To check-in online, please go to Jet2’s website and click the online check in button at the top of the homepage. Enter the Jet2 reference number which can be located on the ticket information page of your documents, the lead passenger's surname followed by your departure date. Ensure you print your boarding cards and take these with you on holiday to avoid any additional charges.
What happens if I don’t check-in online with Jet 2?
If you do not have your boarding passes with you at the time of check-in, you will be charged from £17.50 per person for these to be re-issued at the airport. The charge is per flight so the cost for the outbound and inbound would be from £35.00 per person. You can avoid this by checking in online and taking your boarding passes with you. Please note that these prices are a guide only and are subject to change.
Check-in online (Wizz Air)
Online check-in opens 30 days before departure if you have purchased allocated seating. If you have not purchased allocated seating, check-in opens 48 hours before departure. To check-in online, please go to the Wizz Air website and click check-in & bookings on the top right-hand side of the homepage. Enter the Wizz Air reference number which can be located on the ticket information page of your documents followed by the lead passenger's surname. Ensure you print your boarding cards and take these with you on holiday to avoid any additional charges.
If online check-in services are not yet available from your departure airport, airport check-in will be free until the service becomes available.
You can find the list of airports where online check-in is not available and airport check-in is free of charge by clicking here
What happens if I don’t check-in with Wizz Air?
If you do not have your boarding passes with you at the time of check-in, you will be charged from £22.00 per person for these to be re-issued at the airport. The charge is per flight so the cost for the outbound and inbound would be from £44.00 per person. You can avoid this by checking in online and taking your boarding passes with you. Please note that these prices are a guide only and are subject to change.
Can I re-print my boarding cards?
If you need to re-print your boarding cards, please login to the airlines website. We recommend you download the PDF version and save to your computer so you can print at your convenience.
What do I need to know about taking an infant on the flight?
For health and safety reasons, an infant must be more than 14 days old to travel on an aircraft. An infant must be accompanied by one adult. If there are two infants travelling, they must be accompanied by at least two adults. Infants up to the age of two years must travel on the accompanying adult's lap with a lap-strap safety belt for take-off and landing and at any time when the seat belt sign is illuminated. If there is an empty seat, the infant may sit in it during the flight.
Do I have to pay to take my pushchair on the flight?
No, you will be able to take this on the flight free of charge. This will not affect your normal baggage allowance. Most airlines will allow you to take the pushchair right up to the plane door and it will then be stored in the hold. Ask at check-in whether it will be returned to you on the tarmac once you've landed or whether it will be loaded onto the carousel with the other baggage.
Do I get free baggage travelling with an infant?
Some airlines will give you an infant hand baggage allowance, please check with your airline before travelling. You can email Customer Support and our dedicated team will be happy to help.
Can I carry baby milk or baby food in my hand baggage?
Yes, you can carry liquid baby foods or baby milk that’s either pre-packaged or made up at home. You can also carry foods for special dietary requirements as long as it’s essential for the flight or holiday. Please give any food or baby milk to airport staff when you go through security, as it’ll be screened separately. There are no restrictions on taking powder formula that you need to mix up during your holidays in your hand baggage. This may also be tested at airport security.
What changing facilities do you have for infants on the flight?
There will be a toilet on board each aircraft with a changing table for infants. Please remember to bring your own supply of nappies, bottles and food etc. as these will not available on the aircraft. Some airlines are able to heat infants milk in a pan of hot water during the flight free of charge, although this service is totally at the discretion of the flight crew.
Can I book a separate seat for my baby?
This will depend on the airline you are travelling with. We recommend that you either check with the airline directly or our Customer Service team. Child car seats can be used on a flight for toddlers or children in accordance with the age, weight and height ranges as recommended by the manufacturer. It is the parents’ responsibility to make sure the seat is suitable for their child. You'll also need to make sure you bring a car safety seat that meets the following criteria:-
- Conforms to British safety standards;
- Has a restraining harness;
- Can be fixed facing forwards on the seat;
- Must not be wider than 40cm or 16";
- All instruction leaflets should be carried with it
Carry cots and deluxe child car seats aren't suitable.
I require assistance at the airport
If you require assistance at the airport, you can contact our dedicated Customer Services team on 0191 600 0546 and we will be happy to help.
Do I have to pay city/tourist tax?
Some countries do require you to pay additional taxes/charges. These taxes are not included in your holiday price and are usually paid when you arrive at your accommodation. If you have a question regarding city taxes, please contact us on 0191 600 0546.
Do I need to re-confirm my return transfer?
Yes, please refer to your transfer voucher and read all the departure instructions. You will need to call the local office to re-confirm your departure time 24-48 hours before your return flight home. Failure to do this could result in your transfer not collecting you.
Can I return early from my holiday?
We can try to assist you with either amending your existing fight or booking you a new flight home. Please call us on + 44 191 600 0546.
Can I extend my holiday?
We can try to assist you with either amending your existing booking or making a new booking. Please call us on + 44 191 600 0546.
Multi-contract package holiday
If you have a problem with your hotel and have a multi-contract package holiday (check your ATOL certificate package protection), you are advised to speak to the hotel themselves in the first instance, as they may be able to solve any issues that you have whilst you are there. Alternatively, you will need to speak to the accommodation supplier whose number/s are displayed at the bottom of your hotel voucher. You will also need to speak with one of our dedicated Customer Services team on +44 191 600 0546 immediately to report your complaint.
Single-contract package holiday
If you have a problem with your hotel and have a single-contract package holiday (check your ATOL certificate for package protection), you need to ensure that you speak with your in-resort representative. Please speak to reception and check the notice boards around the hotel as they will often display your reps visiting times and contact details. You will also need to speak with one of our dedicated Customer Services team on +44 191 600 0546 immediately to report your complaint.
How did we do?
We appreciate hearing both positive and negative feedback as it helps us improve the overall holiday experience for all of our customers. Click here to email us directly
Ready to book again?
Great – we would love to help you find your next perfect holiday! Call our Sales team on 020 3368 6409 and we can help you at whatever stage you are at. Whether you are just dreaming about your next trip and don’t know where to go or you have already made up your mind, just give us a call.
Need to make a complaint?
If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you. If you remain unsatisfied, you can inform us, via our Customer Care Department as soon as possible and, in any event, within 28 days of your return to the UK whereby we will endeavour to assist in our capacity as an agent by liaising with the Supplier/Principal on your behalf.
Problem with your baggage?
You need to report any lost or damaged baggage before you leave the airport terminal building. You will be required to compete a PIR (property irregularity report) which you will need to keep for any insurance claim.
How do I find current travel advise for the country I am travelling to?
The Foreign & Commonwealth Office (FCO) issues up-to-date travel advice on destinations, security, local laws, health and safety as well as information on passports and visa requirements. We advise all passengers to check for any travel advice for the destination that they are travelling to. Click here to visit their website. We advise that you check regularly for any updates. You can also follow them on @FCOtravel and facebook.co/FCOtravel.
We are aware of the reported outbreaks of Covid-19 (Coronavirus) in various destinations around the world. We currently do and will continue to follow the relevant Foreign and Commonwealth Office advice. Should the advice against travel to any destination change, and that change affects you, we will be in contact at the earliest opportunity.
Please be advised that local authorities may have introduced additional screening measures and travel restrictions at airports and cruise ports.
We advise all customers to stay up to date with the Government advice: https://www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public
We advise that you read the FCO travel advice for the country you are travelling to, which includes entry requirements and a link through to the National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website. This website provides specific travel health advice. https://travelhealthpro.org.uk/countries
Please see below our FAQs to find out more information regarding any concerns you may have.
Q: If I cancel my holiday will I be entitled to a full refund?
We currently do and will continue to follow the relevant Foreign & Commonwealth Office advice. Should the advice against travel to any destination change, and that change affects you, we will be in contact at the earliest opportunity. We are currently prioritising bookings travelling in the next 48 hours and will contact you with your options. Unless the current Foreign Office advice changes, normal terms and conditions apply, which you would have agreed to at the time of booking. If you decide to cancel you may be subject to cancellation charges.
Q: What happens if my travel plans are affected?
If the Foreign & Commonwealth Office advises against travel to the destination and your holiday arrangements are affected, we will get in touch and advise you on your options.
Q: If I cannot travel due to the Coronavirus outbreak, will I be entitled to compensation?
You won’t be entitled to any compensation, as the reason for not being able to travel is outside of our control.
Q: If I change my booking and the alternative destination has an outbreak, will I be entitled to my money back?
If you make the informed decision to amend your holiday to an alternative destination and your new destination has an outbreak you will not be entitled to your money back. However, if the Foreign & Commonwealth Office advises against travel to your alternative destination and your holiday arrangements are affected, we will get in touch and advise you of your options.
Q: My balance is due should I pay it?
Please continue to pay your balance as normal. Should your booking be affected we will contact you with your options.
Q: How do I contact you regarding my booking?
We ask during this busy period that you do not contact us. We are receiving a high number of calls and queries and therefore need to prioritise passengers travelling in the next 48 hours. Please be rest assured should your booking be affected we will contact you. Your patience during this busy period is appreciated.
How do I find current health advise for the country I am travelling to?
As well the health information on the Foreign Office website, you can visit the Travel Health Pro website for general information, required vaccinations, details for malaria, the Zika virus and other health risks as well as up to date news. Click here to visit their website. We advise that you check regularly for any updates.
Is there anything I should know before I travel?
Take a look at the handy hints put together by ABTA. This gives you advice on general safety, health, insurance, accommodation, your journey, food and drink and lots of other helpful tips. Click here for more information.
Who are Broadway Travel?
We’ve been providing the best value deals for holidays and city breaks since 1948, and we’re confident enough to say that we know our stuff. Founded over 70 years ago, our independence and decades of experience allow us to be totally unbiased when choosing our specially selected travel industry partners, and it’s these trusted relationships that place us at the forefront of the exclusive discounts and latest deals. Check the about us page for more info.
Is my holiday protected?
Yes, we are members of ABTA (No: 17088) and are part of the ATOL scheme (No: 3634).
ABTA has been offering advice and guidance for over 65 years. 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 as set out in the ABTA Code of Conduct. For more information about this and the arbitration service that they offer should you need to make a complaint, click here.
The ATOL protection scheme means that you have financial protection and would not lose money or be stranded abroad in the unlikely event of our failure. Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
I need to talk to someone about my booking?
If you have already booked a holiday and wish to speak to us you can either send us a message using the live chat facility or call us on 0191 600 0546.
What times can I contact you?
Our Sales team are contactable between:
Monday to Friday 8am to 10pm
Saturday 8am to 9pm
Sunday 9am to 9pm
Our Customer Service team are contactable between:
Monday to Friday 9am to 6pm
Saturday 9am to 5pm
Bank holidays 10am to 4pm
Need to write to us?
Broadway Travel | Floor 5 | Jansel House | 648 Hitchin Road | Luton | Bedfordshire | LU2 7XH
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