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.

Holiday protection

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.

ABTA

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.

ATOL

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.

Latest travel advice

Can I now travel abroad for a holiday?
The traffic light system determines the different requirements on your return to the UK (see below). Each country has their own regulations and as restrictions and guidelines are changing daily, it is essential that you regularly check the GOV.UK website for the most up to date information.

UK Entry Requirements Green Amber Red
Passenger locator form must be completed 48 hours before your arrival into the UK
https://www.gov.uk/provide-journey-contact-details-before-travel-uk
Yes Yes Yes
Covid test with negative result within 72 hours before your departure back to the UK* Yes Yes Yes
Quarantine in a government approved hotel No No Yes
Self isolation required once returning to the UK No Yes n/a
Self isolation required once returning to the UK if you are fully vaccinated** No No n/a
PCR test once you arrive back into the UK On or before day 2 On or before day 2 On or before day 2
Further PCR test required No On day 8 On day 8
Further PCR test required if you are fully vaccinated** No No On day 8
Test for early release of self isolation n/a On day 5 No

 

How do I find current travel advice for the country I am travelling to?
The Foreign, Commonwealth & Development Office (FCDO) and the National Travel Health Network & Centre have up to date advice on staying safe and healthy abroad. We advise that you check this prior to travel so that you are aware of the latest travel advice including coronavirus travel guidance, details of any covid testing and/or documentation required, security and local laws, passport and visa information. Please be aware that the advice can change frequently, so we advise that you check regularly for updates. 

See GOV.UK Travel Aware or follow on Twitter and Facebook.

See GOV.UK Travel Advice for Foreign Office advice for individual countries.

See Travel Health Pro for current travel health news.

I am travelling to a destination on the Green list. What does this mean?
This is great news as your travel plans are unaffected and you can travel as planned. Green list countries have minimal requirements and Covid restrictions on your return to the UK. We advise that you regularly check the GOV.UK Travel Advice website for up to date advice about individual holiday destinations. 

I am travelling to a destination on the Amber list. What does this mean?
Travel to destinations on the Amber list is still possible. If your holiday is over 4 weeks away we recommend you wait until closer to the time of travel before making any changes as the situation may well change.

If you have been fully vaccinated** then on your return to the UK there is no longer the need to self isolate on your return. You will still have to take a Covid test* before you return to the UK and a PCR test on or before day 2 but you will no longer need to take a test on day 8.

If you have not yet been fully vaccinated, then you need to take a Covid test* before you return to the UK, a PCR test on day 2 and day 8 as well as self isolating for 10 days on your return. There is the option of taking a test to release on day 5 which if negative means that you can leave self isolation early.

If you still wish to amend your travel dates and/or destination, please email us and one of our team will be in touch. Please note that some suppliers may have restrictions or charge amendment fees. We advise that you regularly check the GOV.UK Travel Advice website for up to date advice about individual destinations.

I am travelling to a destination on the Red list. What does this mean?
If your destination is on the red list and the FCDO advises against travel, we will be in touch with you 7-10 days prior to your departure date to go through your options which could include a change of destination, travel dates, or the option to cancel with a full refund. Please note that some suppliers and airlines may have restrictions or charge amendment fees which may apply to your booking. We advise that you regularly check the GOV.UK Travel Advice website for up to date advice about individual destinations.

How often are these rules changing?
The government is currently reviewing the traffic light system every 3 weeks and at this point, the status of the country you are travelling to may change. If the changes mean you can no longer travel, we will be in contact with you 7-10 days before your date of departure to explore your options such as changing departure dates, destinations or getting a refund.

What happens if the traffic light status of the country I am in changes whilst I am away?
If you are abroad when a traffic light change has been scheduled, there is obviously the chance that the status of the destination you are in changes. Whilst this is not ideal, it is obviously outside of our control. If it is mandatory for you return home earlier than planned, please contact our Customer Support team and we will fully support you alongside your travel insurance provider.

*We advise that you check the type of Covid tests required before you return to the UK as different types tests may be allowed.

**You need to have been fully vaccinated in the UK and have had your second dose of the vaccine at least 14 whole days before the date you arrive in back in the UK.

Covid testing

Do I need to take a test before I travel?
Many countries ask that you show proof of a negative Covid test taken before you travel with the details shown on arrival. As entry requirements will differ depending on the country you are travelling to, we advise that you regularly check the Foreign Office website for full details.

We have partnered with one of the Government approved testing clinics, Randox Health, to make sure that we can offer you the Covid tests that you need for your holiday. Randox Health is one of the most experienced providers in the UK for Coronavirus testing. They are the only laboratory to provide a full end to end service, including manufacture, distribution, collection, testing and reporting. We have negotiated a discount which means that you can get a home test kit along with the 'Fit to Fly' certificate for just £43 per person. To book your test visit the Randox Health website and use discount code: Broadway43.

Randox also offer a variety of testing packages at walk-in centres located at some UK airports and city centres which means that you can get your Covid tests before you fly. These centres are located in London Heathrow, Stansted, Manchester and East Midlands airports as well as the Liverpool One shopping centre. To book your test at one of these locations, visit the Randox Health website. Using the discount code: BroadwayExpress you can secure an exclusive discount.

What tests do I need when I return from my holiday?
Regardless of the status of the country that you have travelled to, you will need to provide proof of a negative test when you return home. This needs to be taken in resort before your departure back to the UK. A number of companies now offer test kits that you can take with you where you carry out the test either on your own or via a video link overseen by a medical professional. You will then need to send back the results so that the provider can return the necessary documentation. We advise that you regularly check the Foreign Office website for full details of the type of tests required on return to the UK.

What tests do I need once I have returned home?
Under the Traffic Light System (see below), you need to take additional tests once you have returned home. Everyone regardless of their vaccination status or what country they have returned from needs to take a test on or before day 2. Please note that day 0 (zero) is classed as your day of arrival into the UK. 

If you have been fully vaccinated and are returning from a country on the Amber list, you do not need to take any further tests. If you are returning from a country on the Red list, you will need to take a test on day 8 as well as quarantine at a government approved hotel.

If you have not yet been fully vaccinated and are returning from a country on the Amber list, you will need to take an additional test on day 8 and self isolate at home. There is the option of taking a ‘Test to Release’ on day 5 which, if negative, means that you can be released from self isolation. If you are returning from a country on the Red list, you will need to take a test on day 8 as well as quarantine at a government approved hotel.

Randox Health offer a variety of testing options at walk-in centres located at some UK airports and city centres which means that if you find it more convenient, you could take your day 2 test as soon as you arrive back into the UK. These centres are located in London Heathrow, Stansted, Manchester and East Midlands airports as well as in the Liverpool One shopping centre. To book your test at one of these locations, visit the Randox Health website. Using the discount code: BroadwayExpress you can secure an exclusive discount.

Randox Health also offer a variety of home test kits that can be used for the tests required once you return home. You will need to order these before you depart for your holiday as you will be issued with a unique reference number which needs to be added to your passenger locator form which is checked on your return to the UK. Details can be found on the Randox Health website and using the discount code Broadway43, you can secure an exclusive discount.

UK Entry Requirements Green Amber Red
Passenger locator form must be completed 48 hours before your arrival into the UK
https://www.gov.uk/provide-journey-contact-details-before-travel-uk
Yes Yes Yes
Covid test with negative result within 72 hours before your departure back to the UK* Yes Yes Yes
Quarantine in a government approved hotel No No Yes
Home self isolation required once returning to the UK No Yes n/a
Home self isolation required once returning to the UK if you are fully vaccinated** No No n/a
PCR test once you arrive back into the UK On or before day 2 On or before day 2 On or before day 2
Further PCR test required No On day 8 On day 8
Further PCR test required if you are fully vaccinated** No No On day 8
Test for early release of self isolation n/a On day 5 No

 

How do I receive my home test kit?***
Randox Health send out the home test kits via next day delivery as long as the order is is placed before midday, Monday to Friday. We advise that you order these as early as possible to ensure that they arrive on time. Each test kit contains everything needed for one person including:

✔ Swab
✔ Collection tube
✔ Pathoseal bag
✔ Envelope to post the sample back
✔ Labels with your unique reference number
✔ Full instructions on how to complete the test
✔ Instructions on how to send your test back to the lab

How do I send my test back?***
Once you have completed your test, you have the option of either dropping off the test kit at a Randox drop box or a DX drop box.

When will I receive my test results?***
Randox will send the results within 24 hours of them receiving the test at their labs. Please note that this does not mean you will receive the results within 24 hours of postage. Results are sent to the email address you registered with along with a 'Fit to Fly' certificate that you can use whilst travelling.

*We advise that you check the type of Covid tests required before you return to the UK as different types tests may be allowed. 

**You need to have been fully vaccinated in the UK and have had your second dose of the vaccine at least 14 whole days before the date you arrive in back in the UK. 

***Please note that Broadway Travel are not responsible for any part of the testing process which includes, but is not limited to: the delivery of the test kit, the return of the completed test and the delivery of the test results/'Fit to Fly' certification. It is the customers responsibility to ensure that they have allowed enough time to receive the results before the departure date of their holiday and Broadway Travel cannot be held responsible for any missed departures due to a delay in the delivery of the results/'Fit to Fly' certification. All correspondence regarding the testing process and/or test results should be between the customer and Randox Health. You cannot use an NHS test for travel either before your departure or on your return to the UK.

General

What happens if my holiday becomes affected?
Should your booking become affected, we will be in touch with you 7-10 days prior to your departure date to advise you on your options. If you wish to amend your travel dates and/or destination, you can email us with your new requirements and our team will get back to you as soon as possible. Please note that some suppliers will may have restrictions or charge amendment fees.

What happens if I have Covid or have been told to self isolate before I am due to depart?
We can look at amending your holiday for a different departure date, you can email us and we can advise you of the different options. Please be aware that some suppliers may charge to make amendments or changes to your booking. We strongly advise that you have adequate travel insurance that covers you in the event of cancellation. If you are unable to travel, please inform us as soon as possible.

What if my destination requires travellers to be fully vaccinated against Covid-19?
We are aware that some destinations have updated their entry requirements. If you have not received both vaccinations, you do have the option to amend your destination and/or travel dates. Please contact us soon as possible so we can run through your options. Please note that some airlines and suppliers will charge amendment fees if you wish to make a change.

What health and safety measures are airlines and hotels taking to keep me safe?
All airlines, hotels and transfer suppliers have put in place safety and hygience measures according to their local and national regulations. This may mean you will need to wear a face mask on board the airline, around the hotel or resort area. Arrangements in hotels and restaurants may differ to allow for social distancing but this should not impact the enjoyment of your holiday and we promise to let you know if there are any significant changes that are likely to do so.

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.

Changing a booking

Can I 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 be contacting customer 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 make changes to your holiday, these will be subject to the standard terms and conditions of your booking.

How many times can I amend my booking?
There is no limit on how many times you can change your booking with Broadway Travel, however the suppliers of your holiday may charge amendment fees and some airlines only allow you to make up to 3 changes, therefore we recommend that you keep changes to a minimum wherever possible.

If I change my booking and the new destination has an outbreak, will I be entitled to my money back?
If you decide to change your holiday to a different 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 the new 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.

Cancel a booking

Can I cancel my booking?
Although we appreciate you may be hesitant to travel, if you have not been notified of any changes or disruption to your holiday, we would strongly recommend at this stage that you do not make the decision to cancel your booking as this may be subject to cancellation charges as per our standard terms and conditions. If you still wish to cancel your booking, please email us.

We do understand if you no longer wish to travel and are here to help and support you. If you want to explore the option of amending your booking to a later date, please email us and one of our team will be in touch. Our 'book with confidence' promise means that we will not charge you any Broadway Travel amendment fees.

My holiday has been cancelled, what are my options?
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. If you have been been issued with a refund credit note, these are financially protected and can be used if you want to book another holiday with us at a later date.

If I cancel my holiday will I be entitled to a full refund?
We 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 prioritising bookings travelling in the next 7-10 days and will contact you with your options. Unless the current Foreign Office advice changes, normal terms and conditions apply so if you decide to cancel, you may be subject to cancellation charges.

Refunds

When can I expect my refund?
If your holiday has been cancelled a refund credit note will be issued immediately. The credit note is financially protected and can be used if you want to book another holiday with us at a later date. Once the refund from the suppliers of your holiday has been received by us, you will be able to apply for a cash refund by emailing us.

Payment queries

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. 

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.

In resort

What happens if my travel plans are affected whilst I'm on holiday?
Please email us if you are in resort and need assistance.

What health and safety measures are airlines and hotels taking to keep me safe?
All airlines, hotels and transfer suppliers have put in place safety and hygience measures according to their local and national regulations. This may mean you will need to wear a face mask on board the airline, around the hotel or resort area. Arrangements in hotels and restaurants may differ to allow for social distancing but this should not impact the enjoyment of your holiday and we promise to let you know if there are any significant changes that are likely to do so.

Contact us

How do I contact you regarding my booking?
Due to the high volume of customers that are impacted, we know our call waiting times are lengthy. You may find the answer to your query in our FAQs. 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. If you have already contacted us by email, please be assured that our team will be in touch soon.

I can't find the answer to my question

Don’t worry, you can email us and our friendly team will get back to you as soon as possible.

Accommodation on Arrival

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.

Additional passenger information (API)

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.

Baggage

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.

Health advice & vaccinations

How do I find current health advice for the country I am travelling to?
As well as 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.

Incorrect details

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.

Making changes to your booking

Can I add special requests to my booking?
If you would like to add a special request to your booking, you can do so by accessing your booking or emailing us and we will be happy to assist.

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.

Making a payment

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

Online check-in

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.

 

Passports & visa information

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.

Special assistance at the airport

I require assistance at the airport
If you require assistance at the airport, you can contact request an assistance by accessing your booking or emailing us and we will be happy to assist.

Travel insurance

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.

Your travel documents

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.

City & tourist taxes

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)

 

Hotel deposits

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.

Making changes to your booking whilst on holiday

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.

Medical emergency

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.

Problem with your hotel whilst on holiday

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.

Resort transfers

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.

Book your next holiday

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.

Complaints procedure

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.

Lost or damaged baggage

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.

Send your feedback

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.

About Broadway Travel

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.

Newsletter subscription

Want to Subscribe?
Receive details of our last minute offers, latest deals and exclusive discounts by signing up to receive our newsletter. We have exclusive deals with hotels and airlines so can bring you a selection of great value holidays with added extras. Add your email address to the sign-up section on our website to start receiving details of these great deals.

Want to Unsubscribe?
You can unsubscribe from our newsletter by clicking the link at the bottom of any of the newsletters that we have sent you. You can choose to take a break for a few months if you just want to stop receiving them for a while, you can also choose to change how many emails you receive from us or you can unsubscribe completely.

Opening times

What times can I contact you?
Our opening times can be found at the top of all our website pages and are updated frequently.

Speak to us about an existing booking

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 email us or alternatively you may find your answer within our FAQ's.

Write to us

Need to write to us?
Studio 10 | The Old Forge | Hoults Yard | Walker Road | Newcastle Upon Tyne | NE6 1AB.

I can't find the answer to my question

Don’t worry, you can email us and our friendly team will get back to you as soon as possible.