Search for more holidays
{{moreOptionsTitle}}

FAQ

When will I receive my travel documents?

You will receive your confirmation invoice within 2-3 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.

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 visit our My Booking system and select to either print or email the documentation to yourself or someone else in your party. Alternatively, 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 us via our My Booking system selecting the ‘incorrect details on my confirmation/tickets’ option from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. If the amendment cannot be made free of charge, we will check the recording of your call and pass on any charges to you if you have given us incorrect details.

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 us via our My Booking system selecting the ‘incorrect spelled name’ option from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. 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.

What documentation do I need to take on holiday?

Your final travel documents including vouchers will be sent to you 10-14 days prior to your departure date. 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.

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 contact us via our My Booking system selecting the ‘add a special request’ option from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. Please be advised that special requests cannot be guaranteed.

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 contact us via our My Booking system selecting the ‘add holiday extras’ option from the drop-down menu and the option that you would like to book. Once we have received this, one of our dedicated Customer Services team will get back to you within 48 hours. Alternatively, 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 contact us via our My Booking system selecting the ‘add in-flight extras’ option from the drop-down menu. Once we have received this, one of our dedicated Customer Services team will get back to you within 48 hours. Alternatively, call our Customer Services team on 0191 600 0546 and we will be happy to help.

I require assistance at the airport

If you require assistance at the airport, you can contact us via our My Booking system selecting the ‘holiday assistance at the airport required’ option from the drop-down menu. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. If you are travelling within 14 days, please call us on 0191 600 0546 and we will be happy to help.

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 our My Booking system and select the ‘make a payment’ option from the drop-down menu. 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 contact us using either the live chat facility in our My Booking system or 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 detailed payment history, you can view this in our My Booking system selecting the ‘payments’ option from the drop-down menu.

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, hotels or passenger names. If you would like to cancel your booking or any aspect of your holiday, please submit your request via our My Booking system selecting the ‘cancel order/passengers’ option from the drop-down menu and then select the relevant option.

If you are cancelling your whole holiday, our system will calculate any applicable charges and confirm the cancellation. If you are cancelling a passenger that is travelling on the holiday, please select the relevant member of the party and we will get back to you with a cost to cancel within 48 hours.

If you are making a last minute cancellation, select ‘full cancellation’ from the drop-down. You will receive a cancellation invoice within 48 hours which will show the 100% cancellation charge. If you have purchased travel insurance, you may be able to claim the cost of the holiday back depending on the circumstances and your level of cover. If this is the case, you will be asked to supply the cancellation documentation as part of the claim, so please keep this in a safe place.

Can I change my destination?

We are happy to look into changing the destination of your holiday. You can contact us via our My Booking system selecting the ‘change my destination’ option from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. Please be aware that the airline and hotel may charge amendment fees for any changes and you will be advised of these once you have submitted your request.

Can I change the travel dates and/or departure airport?

We are happy to look into changing the dates of your holiday and/or the departure airport. You can contact us via our My Booking system selecting the ‘change travel dates’ or ‘change departure airport’ option from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. Please be aware that the airline you are travelling with may charge amendment fees for any changes and you will be advised of these once you have submitted your request.

Can I change my hotel after its been booked?

In certain circumstances, we are able to change your hotel or make amendments to your existing hotel booking prior to travel. We will not be able to make any amendments if you have booked a non-refundable room. You can contact us using our My Booking system selecting the ‘change hotel’ option from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services Team will contact you within 48 hours. Please be aware that the hotel may charge amendment fees for any changes and you will be advised of these once you have submitted your request.

Can I change my board basis or room type?

We are happy to look into changing the board basis or room type at the hotel. You can contact us using our My Booking system selecting the ‘change board basis’ or ‘upgrade room type from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. Please be aware that the hotel may charge amendment fees for any changes and you will be advised of these once you have submitted your request.

Can I change the names of the people travelling?

If you would like to change a name of someone travelling, you can contact us via our My Booking system selecting the ‘name amendment’ option from the drop-down menu. This can only be done by the lead passenger. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. Please be aware that the majority of airlines charge an administration fee for making this change.

Can I cancel my hold baggage, in-flight seats, meals and sports equipment?

No, any extras added to your flight are non-refundable.

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.

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.

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 4 days and 2 hours before departure. You will be randomly allocated a seat free of charge. Please go to Ryanair’s website and select check-in from the menu options at the top. Enter the email address bookings@broadwaytravel.com and your Ryanair 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 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 £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 £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 online button at the top of the homepage. 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-on opens 28 days before your departure. To check-in online, please go to Jet2’s website and click the check-in online button at the top of the homepage. Enter the lead passenger's surname followed by the Jet2 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.

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 £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 £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. To check-in online, please go to Wizz Airs website and click the check-in online button on the right-hand side of the homepage. Enter the lead passenger's surname followed by the Wizz Air 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. Online check-in is not available for Hurghada, Antalya, Istanbul, Corfu, Majorca and Lisbon and airport check-in will be free of charge.

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 £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 £44.00 per person. You can avoid this by checking in online and taking your boarding passes with you. Don’t forget online check in is not available for Hurghada, Antalya, Istanbul, Corfu, Majorca and Lisbon and airport check-in will be free of charge. Please note that these prices are a guide only and are subject to change.

I need to 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.

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 holiday, you can visit our My Booking system selecting the ‘add flight extras’ option from the drop-down menu. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. Alternatively, use our My Booking online chat facility to get a price on the baggage weight/allowance that you require.

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 holiday, you can visit our My Booking system selecting the ‘add flight extras’ option from the drop-down menu. Once we have received this, one of our dedicated Customer Services team will contact you within 48 hours. Alternatively, use our My Booking online chat facility to get a price on the baggage weight/allowance that you require.

Do I need to provide additional passenger information (API)?

Most airlines now require to you 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.

Supplier Website Details
Avro www.avro.co.uk/apis Enter your booking reference number (displayed on your flight voucher), lead passenger surname and the email address bookings@broadwaytravel.com.
Air Asia www.airasia.com Select web check-in and enter your departure city, booking reference number (displayed on your flight voucher) and the lead passenger surname.
BA www.britishairways.com Select manage my booking, online check-in, enter your booking reference number (displayed on your flight voucher) and the lead passenger surname.
Easyjet www.easyjet.com Select online check-in, enter your booking reference number (displayed on your flight voucher) and the lead passenger surname.
Monarch www.monarch.co.uk/apis Enter your booking reference number (displayed on your flight voucher), the lead passenger surname and the email address bookings@broadwaytravel.com.
Gold Medal Please email: passport@broadwaytravel.com 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 check-in online, enter your booking reference number (displayed on your flight voucher) and lead passenger surname.
Ryanair www.ryanair.com Select online check-in, enter your booking reference number (displayed on your flight voucher) and the email address bookings@broadwaytravel.com.
Thomas Cook www.thomascook.com/customer-services/api-airlines/ If your destination requires passport information, enter your booking reference number (displayed on your flight voucher), date of travel and the lead passenger surname.
Thomson www.flightextras.thomson.co.uk/ Enter your booking reference number (displayed on your e-ticket), date of departure and the lead passenger surname.
Vueling Please email passport@broadwaytravel.com 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.
Wizz Air www.wizzair.com Select check-in, enter your booking reference number (displayed on your flight voucher) and the lead passenger surname.

 

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 our Customer Services team 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.

Who do I contact if I have a problem on holiday with my hotel?

If you have a problem with your hotel and have a flight plus holiday (check your ATOL certificate for flight plus 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 0191 600 0546 immediately to report your complaint.

If you have a problem with your hotel and have a 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 0191 600 0546 immediately to report your complaint.

Who do I contact if I need to come home early from holiday?

If you need to return early from your holiday, we can try to assist you with either amending your existing fight or booking you a new flight home. Please contact us via our My Booking system selecting the ‘need to come home early’ option from the drop-down menu. One of our dedicated Customer Services team will contact you within 48 hours. Alternatively, please call us on 0191 600 0546.

I had a great holiday and would like to send you feedback

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 or visit our My Booking system selecting the ‘great holiday feedback’ option from the drop-down menu.

I am thinking about or would like to book my next holiday?

Great – we would love to help you find your next perfect holiday! Call our Sales team on 020 3368 6221 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.

I have returned from my holiday and need to file a complaint?

We hope that you don’t need to complain about your holiday but if you do, please send us the details via our My Booking system selecting the ‘returned from holiday and need to make a complaint’ option from the drop-down menu. We will investigate your feedback and respond accordingly. We will endeavour to acknowledge your letter of complaint within 14 days and then send a response within 28 days. If we require additional time due to having to carry out further investigation, we will inform you of this. Your patience and understanding is appreciated.

My baggage was lost/damaged

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.

Where can I get up to date travel advice?

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.

Where can I get up to date health advice for the country that 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.

Where can I get general travel advice?

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.

Will my holiday be 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.

What are your opening times?

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
Sundays Closed
Bank holidays 10am to 4pm

I have already made a booking but need to speak to someone

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 in our My Booking system or call us on 0191 600 0546.

What is your postal address?

Broadway Travel | Floor 5 | Jansel House | 648 Hitchin Road | Luton | Bedfordshire | LU2 7XH

I want to subscribe to your newsletter

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. You can unsubscribe at any time.

I want to unsubscribe from your newsletter

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. If you change your mind, just sign up again and we will start sending you details of our exclusive offers.