Frequently Asked Questions
We have included some travel information as well as answers to the most frequently asked questions by our customers, so you may find the answer to your query here. You can check your booking, make a payment and view or print your documents in our My Booking system.
We appreciate that it may be difficult to get through to us at the moment as we are trying to prioritise those who are departing in date order but we thank you for your patience and understanding.
Is my holiday protected?
Yes, we are members of ABTA (No: 17088) and are part of the ATOL scheme (No: 3634).
What other cover do you offer?
If you book a package holiday with us, you will also benefit from comprehensive protection offered by the European Package Travel Regulations which came into effect on 1st July 2018. These entitle you to assistance, compensation, price reduction and refunds. To see more about what this covers, click here.
What does ABTA mean?
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. You can visit the ABTA website for more information about the arbitration service that they offer should you need to make a complaint and their Code of Conduct. Our ABTA number is 17088.
What does ATOL mean?
The ATOL protection scheme means that you are financially protected and would not lose money or be stranded abroad in the unlikely event of our failure or the failure of one or more of your service travel providers. Many of the flight and flight inclusive holidays on this website are financially protected by this scheme. Our ATOL number is 3634. For more information about the scheme and what is covered, you can visit the CAA website. For any holiday that is covered under the scheme, you will receive an ATOL certificate after the booking has been confirmed. 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. ATOL protection does not apply to any hotel only bookings that do not include a flight.
What does the recent government roadmap announcement mean for my holiday?
We are aware of the media reports about summer holidays for this year and would like to reassure customers that if their holiday cannot take place we will be in contact, in departure date order, when we have more clarity.
My holiday destination is on the "Red List" what are my options?
If your destination is on the Government “red list” we know this means that you are advised against traveling, therefore we do have options available for you. We understand that many customers will not be able to quarantine in a hotel on their return. Therefore if closer to travel, your destination requires hotel quarantine on return, you can change your booking.
I am traveling between the 1st of March and the 12th of April?
We have now contacted all customers impacted during the above dates and we will continue to work through affected bookings in departure date order over the coming weeks, your options include:
Postponing your holiday - So you have something to look forward to? Just let us know the dates you have in mind and we will help you get ahead of the crowd, email us with your preferred options. Just so you know, if you wish to change seasons and travel in Summer, pricing will vary. You can amend your booking right up to 7 days prior to your departure date, so you have time to consider these options but given the immediate demand, we definitely advise that you let us know as soon as you can. As a thank you, you will also receive a 15% discount incentive on our new exclusive COVID insurance policy.
Should you decide not to rearrange your holiday – email us and our team will be in touch with you within 72 hours to issue your mandatory credit note which provides full financial protection of your funds. This does not prevent or replace your refund; however, we must await refunds from the suppliers of your booking before we can issue a refund to you. Given the enormity of bookings involved, we do not have a timescale for this however we can assure you that our accounts team is working tirelessly behind the scenes. Please be assured that you are entitled to a refund minus administration fees and ATOL charge (£2.50 Per Person) which are non-refundable, the total value will be shown on your credit note.
If you’re undecided - You have the option to wait until your booking is automatically administered by us and we will issue a mandatory credit note (please see above). Don’t worry you can also benefit from the 15% discount incentive on our new exclusive COVID insurance policy when you rebook your holiday with us.
I am traveling on or after the 13th of April?
Currently, travel post 12 April is still unknown and subject to review by the Government however we are aware that the suggested “red list” date band is inclusive up to the 17th of May 2021. International travel will be reviewed on the 12th of April 2021 which will then provide more clarity.
We therefore kindly ask for your patience at this time and we will be in touch with you if your booking arrangements have been disrupted. Please note that if your booking is affected, then the information and options provided above for bookings traveling from 1st March to 12th April will become applicable.
In the meantime, if you wish to consider postponing your holiday, email us the dates you have in mind and we can help make it happen. Given the enormity of this situation, we will be in contact in departure date order if your booking is affected. If you have already contacted us with your preferred option, thank you, and please be assured we are working as fast as we can and we will be in touch soon.
I am travelling after the 17th of May?
Your booking is currently unaffected and will continue as planned. If you wish to make any changes to your booking please email us and we will be happy to help.
My holiday has been cancelled.
If your booking has already been cancelled and you wish to re-arrange a new travel date, please email us with your booking reference and your new travel requirements and we will contact you by email with some new options. Please be assured that if your booking has been cancelled, the refund credit note that you have been issued is fully financially protected.
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.
I want to cancel my holiday.
Please email us if you wish to cancel your booking. Please be advised that if your booking has not been affected by COVID-19, then our standard Terms & Conditions apply.
I want to change my upcoming booking
If you wish to amend any future travel arrangements, please email us with details of your booking and we will be in contact with you. Please note that we will again be doing this is in departure date order focussing on the passengers that are travelling the soonest. If any future travel arrangements are not affected by the pandemic and you wish to amend, these will be subject to the standard terms and conditions of your booking.
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.
I would like to add extras to my booking
Please email us if you would like to add any extras to your booking, e.g. additional bags, reserve extra legroom seats on flight, airport car parking, airport lounge, insurance, excursions etc.
How do I contact you regarding my booking?
During this time, we chose to keep our phone lines open so you can speak to a human. However due to the high volume of customers that are impacted, we know our call queues are lengthy, therefore we hope to have the answer to your query below and kindly ask you only to contact us if absolutely necessary.
Our phone lines are open for advice and reassurance however amendments and any changes to your booking cannot be carried out over the phone at this time, therefore, we would ask that if you want to make any changes to your booking that you email us.
We do understand the urgency however if you have already contacted us via email, please be assured we have received your email and our team will be in touch soon.
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.
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.
How do I find current travel advice for the country I am travelling to?
Please ensure you visit Foreign Office website to check for the for the latest advice on your destination before you travel. It is important that you read the information as many countries have entry requirements that you will need to meet to enter the country. There may also be additional conditions in place that you will be expected to comply with, for example COVID-19 testing, other health screening and face covering measures. 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 regularly check their website for any updates. You can also follow them on @FCOtravel and facebook.co/FCOtravel.
Is there anything I should know before I travel?
The UK Government stipulates that all passengers travelling over the age of 18 must complete a Public Health Locator Form, this will be available to complete 48 hours before returning home. A copy of the form can be obtained from the gov.uk website.
What happens if my travel plans are affected whilst I'm on holiday?
Please email us if you are in resort and need assistance.
My balance is due, should I pay it?
We appreciate that you may be feeling apprehensive about paying your balance. We’d like to reassure you that, should your booking become impacted by any changes in cancellation dates, you will be offered a range of flexible options. These options will include the ability to amend your holiday, or the opportunity to receive a refund. Please be reassured that we would always contact you should your booking become affected.
I have queries about payments I have made.
Please email us if you have any queries about payments that you have made on your booking.
When do I find out the name of my hotel?
If you have booked accommodation on arrival, we will advise you 2 days before departure which accommodation the supplier has allocated you.
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. If your airline requires online check-in you will need to submit this information prior to travel. For any ticketless airline, the information required will be taken from you at the airport on the day of your departure.
How much hand baggage can I take?
Your hand baggage allowance will depend on the airline that you are travelling with. We recommend that you check this with the airline prior to travel. We cannot be held responsible for any items that exceed the weight/dimension allowance.
What is my baggage allowance?
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. 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, please access your booking to request a price, alternatively email us and we will be happy to assist.
How do I find current health advice for the country I am travelling to?
As well 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. We advise that you check regularly for any updates.
Do I require vaccinations?
Most countries do not require you to have any compulsory vaccinations, however we would recommend that any time you travel you seek the advice of your own doctor. Further information can be found on the NHS website.
What do I do if any details are incorrect?
If there are any details on your travel documentation, tickets or vouchers that are incorrect, you can either notify us either by accessing your booking or email us as soon as possible. Please note that the suppliers may charge amendment fees for any changes and you will be advised of these once you have submitted your request.
Can I add extras to my booking (e.g.: flight extras, 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 request this via accessing your booking or alternatively, you can email us and we will be happy to assist.
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 holiday or any aspect of your holiday you can request this either by accessing your booking or alternatively, you can email us directly. Please be aware that cancellation charges may apply.
Can I cancel my hold baggage, in-flight seats, meals and sports equipment?
No, unfortunately, 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 log in to your booking and select the ‘make a payment’ option. You can also pay over the phone by calling our team on 0191 275 2409.
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 team on 0191 275 2409 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 booking.
How do I check in for my flight?
Your options depending on who you are flying with. Some airlines allow you to check in online prior to your departure whilst others only offer check-in at the airport. Please refer to your travel documentation or the list of airlines/flight suppliers below.
|Aer Lingus||Click here to check-in online prior to your departure or you can do this at the airport.|
|Air Malta||Click here to check-in online 24 hours before departure or you can do this at the airport.|
|Amadeus||Check directly with the airline that you are travelling with for their check-in details.|
|Balkan||Currently only offer check-in at the airport.|
|Blue Air||Click here to check-in online from 30 days before departure.|
|Corendon||Click here to check-in online and print your boarding passes.|
|easyJet||Click here to check-in online and print your boarding passes.|
|Goldmedal||Check directly with the airline that you are travelling with for their check-in details.|
|Jet2||Click here to check-in online from 14 days and up to 5 hours before departure. Online check-in is not available for departures to Turkey.|
|Norwegian||Click here to check-in online or you can do this directly at the airport.|
|Ryanair||Click here to check-in online and print your boarding passes.|
|Sun Express||Click here to check-in online and print your boarding passes.|
|Tui (Thomson)||Click here to check-in online from 7 days before departure or you can do this at the airport.|
|Vueling||Click here to check-in online.|
|Wizz Air||Click here to check-in online or you can do this at the airport.|
How long do I need to have left on my passport?
For up to date information on passport validity and any other queries about having a passport, please visit the gov.uk website.
Do I need a visa?
You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates. Please visit the Foreign Office website which has all the up to date information of visa and entry requirements.
Do I require travel insurance?
Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party 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. If you fail to travel with adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available. If you have not yet purchased travel insurance, this can be taken out at any time before travel, please access your booking and request a quote from us. You will not receive advice or a recommendation from us for insurance purposes.
When will I receive my travel documents?
You will receive your confirmation invoice within 3-5 working days of booking, however you can access your booking to view or print your documents. Please read and check these carefully and notify us immediately if there are any errors. Your final travel documents will be sent to you approximately one week prior to your departure date. If you have not received these at least 5 days prior to departure, please email us to request them.
What documents should I take with me?
We advise that you take your ATOL certificate, 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
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 our emails are not blocked. If you need to obtain a copy of your confirmation invoice you can do so by accessing your booking or you can email us to request them.
Why does the hotel voucher only show my name and not the other passengers?
The hotel only requires the lead passenger name for each room 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.
Do I have to pay city/resort/tourist tax?
Some destinations impose additional taxes and charges such as tourist city/tourism taxes or compulsory resort fees. These are additional fees which are payable either directly to your accommodation on arrival or departure or at the airport on your return. You are responsible for paying these taxes and charges locally. Please be advised that these additional charges are not included in our quotes unless otherwise stated and we have no liability to you for these. See below as a guide to the taxes and charges, but please be aware that these are subject to change.
|Balearics||The Balearic Govt. charge a sustainable tourism tax which is at the hotel.
4* superior & 5* hotels: €4 per day
3* superior & 4* hotels: €3 per day
1*, 2* & 3* hotels: €2 per day
Exclusions: Children under the age of 16 are exempt from the tax and long-term holidaymakers may be subject to a 50% discount starting from the ninth day of their stay onwards. There is also a 75% discount in low season between 1st November and 30th April each year.
|Catalonia||The Catalonia region charges a sustainable tourism tax which is payable at the hotel:
5* hotels: €2.25 per person, per night
4* hotels: €1.10 per person, per night
Apartments, Villas and others: €0.65 per person, per night
|Croatia||The Croatian Govt. charge a sustainable tourism tax. The price varies by season and is payable to the hotel upon arrival for all guests of over 18 years. It is approximately 7 Croatian kuna per day (approximately £0.85 a day).
Exclusions: Children under the age of 12 are exempt from the tax and children aged 12-18 receive 50% discount.
|Cuba||A departure tax of 25 Cuban Pesos (approx. £20) is payable by all visitors on departure at the airport. Please check with your airline if this cost is included in the cost of your ticket.|
|Dominican Republic||A departure tax of $20 USD (approx. £16) is payable by all visitors (including children aged 2 years and over) on departure at the airport. It is payable in US Dollars. Please check with your airline if this cost is included in the cost of your ticket.|
|Dubai||Hotels charge 'Tourism Dirham Fee' per room per night of occupancy (for a maximum of 30 consecutive nights) ranging from AED 7 to 20 (approximately £1.50 to £4.30) depending on the category/grade of the hotel.|
|Egypt||A departure tax of £35 Egyptian Pounds (approx. £1.50) is payable by all visitors upon on departure at the airport. Please check with your airline if this cost is included in the cost of your ticket.|
|Florida||The Govt. of Florida charges a sustainable tourism tax on all overnight stays in the state. The tax is usually 6% of the room rate per room. There are also taxes on purchases ranging from 6.5-7% on all goods except ‘necessary’ items such as certain foods and medicine.|
|Greece||The Greek Govt. are charging a sustainable tourism tax on all overnight stays which will be payable at the hotel:
5* hotels: €4 per room, per night
4* hotels: €3 per room, per night
3* hotels: €1.50 per room, per night
1* & 2* hotels: €0.50 per room, per night
1-4 key apartments: €0.50 per room, per night
|Jamaica||A departure tax of $35 USD or JMD$4600 (approximately £28) is payable by all visitors upon on departure at the airport. Please check with your airline if this cost is included in the cost of your ticket.|
|Malta||An environmental tax of €0.50c per person over the age of 18, per night, is applicable to all visitors staying in hotels, B&Bs, holiday apartments, hostels and resorts in the Maltese Islands. This charge is payable at your accommodation and is capped at €5 per person, per stay.|
|Mexico||A departure tax of around 1200 Mexican Pesos (approximately £60, $80 or €70) is payable locally by all visitors in cash only. Scottish and Irish pounds, travellers' cheques, credit and debit cards are not accepted.|
|Morocco||Customers may be required to pay a tourist tax when staying in Morocco. This is usually between £1-£3 per person per night and is payable in local currency to the hotel.|
|Tunisia||The Tunisian Govt. are charging a sustainable tourism tax on all overnight stays which will be payable at the hotel for all guests aged 12 or over:
4* & 5* hotels: 3 Tunisian Dinars per guest, per night (approximately £0.80)
3* hotels: 2 Tunisian Dinars per guest, per night (approximately £0.55)
2* hotels: 1 Tunisian Dinar per guest, per night (approximately £0.30)
Do I need to pay a deposit at my hotel?
Some hotels require a deposit on arrival. If a hotel requires a deposit this will be on your accommodation voucher. Please be advised that this is out of our control.
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 email us and we will get back to you as soon as possible.
Can I extend my holiday?
We can try to assist you if you want to extend your holiday. Please email us and we will get back to you as soon as possible.
What should I do in case of an emergency whilst on holiday?
If you require medical care in resort you will need to contact your travel insurance in the first instance as they will be able to provide support and assistance.
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.
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.
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.
Ready to book again?
Great – we would love to help you find your next perfect holiday and 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. See our Contact Us page for our details.
Need to make a complaint?
If you need to make a complaint you need to write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we sent you. If you remain unsatisfied, please email us as soon as possible. This needs to be done within 28 days of your return to the UK and 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 did we do?
We appreciate hearing both positive and negative feedback as it helps us improve your overall holiday experience. Please email us with any feedback you may have.
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 travel industry partners and it’s these trusted relationships that allow us to obtain exclusive discounts and the best deals. Check our About Us page for more information.
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Studio 10 | The Old Forge | Hoults Yard | Walker Road | Newcastle Upon Tyne | NE6 1AB.