FAQs

We want everyone to be safe when they go on holiday so recommend that you check the latest travel advice for the destination that you are travelling to. Each country has their own entry regulations and because restrictions and guidelines can change, we advise that you check the Foreign & Commonwealth office website both when you book and again just before you travel so that you are aware of any documentation required, security and local laws as well as passport and visa information. See gov.uk/foreign-travel-advice for the Foreign & Commonwealth Office advice about individual destinations. See gov.uk/travelaware or follow on Twitter and Facebook.

As well as health information on the Foreign & Commonwealth 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 and if necessary, seek advice on recommended vaccinations and precautions from a health professional - either a GP, a practice nurse, a pharmacist or a travel health clinic - ideally at least eight weeks before departure.

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.

Different countries have different rules on how long passports must be valid for. For EU countries, your passport must not be older than 10 years on the day you enter your holiday destination (check the ‘date of issue’). You will also need to have at least three months validity left on the day you leave your holiday destination (check the ‘expiry date’). For countries outside of the EU, you should have up to 6 months validity on the day you return. For all queries and up to date information on passports and passport validity, please visit the gov.uk website. If you need to renew your passport, this can be done online, at the Post Office or at a Passport Office. During busy periods it can take up to 10 weeks for the Passport Office to process applications. It is your responsibility to ensure that your passport, travel documents and any necessary visas are valid and meet the regulations of the country that you are travelling to. We don’t accept any responsibility if you cannot travel or are denied entry because you haven’t complied with the requirements.

You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates. Please visit the Foreign & Commonwealth Office website which has up to date information of all visa and entry requirements for the country that you are travelling to.

You may not be allowed to travel if your passport and travel documents are not intact or damaged in anyway. If you need a new passport, you can apply for this online, at the Post Office or at a Passport Office.. During busy periods it can take up to 10 weeks for the Passport Office to process applications. It is your responsibility to ensure that your passport and travel documents are fit for travel. We don’t accept any responsibility if you cannot travel or are denied entry because you haven’t complied with the requirements.

The new EU Entry/Exit System (EES) is designed to record the entry and exit of all UK and other non-EU travellers and will eventually replace the current manual stamping of passports on arrival as it will record your entry and exit dates electronically. The EES started on 12 October 2025 and will gradually be introduced in all European countries at their external borders. The first time you enter, you will be required to complete your EES registration by submitting your biometric data (fingerprints and facial image). You may also be asked questions such as the purpose of your visit, if you have travel insurance and whether you have enough funds for your visit. Once submitted, you will be required to cross the border as normal either via an electronic gate or a manned booth where your passport will be checked. This may mean that as a result, on your initial visit when this information is first captured, it may take longer to get through border control. This digital record is kept for 3 years so on subsequent visits, you will then only be required to either scan your passport or provide your biometric data on entry and exit. Children under the age of 12 will not be required to submit their fingerprints. For more information on the EES, you can visit the EU Entry/Exit System page on the gov.uk website.

It’s recommended to arrange travel insurance as soon as you book your holiday. If you haven’t done so, it’s essential to purchase a policy before you travel to ensure you’re fully covered. We offer competitive travel insurance rates, whether you need a single-trip policy or an annual policy. For more details, visit the Covered2Go website, request a quote from us via our Manage My Booking system, or contact our Customer Support Team on 0191 228 4884, who will be happy to assist.

To access the My Booking system, you’ll need:

1. Your booking reference (sent to you by email)
2. The lead passenger’s surname
3. Your departure date

We’ll send you a one-time access code and a secure link to access your booking. Once logged in, you can view or print your travel documents.

Yes! We’ve added an extra layer of security to help protect your information when accessing our My Booking system. When you log in, we’ll send an email to the address provided by the lead passenger at the time of booking. This email will give you the option to sign in using either a one-time access code or a secure access link. For your security, Broadway Travel will never ask you to share your one-time access code or send us the access link. To keep your details safe, please do not share these with anyone else. If you’re having trouble receiving the login email, please check your junk or spam folder. Please note that the one-time access code or access link is only valid for 10 minutes, after which it will expire. If you have any questions about your booking, you can also contact us by phone using the official contact details on our website.

Here are some tips to help you access your booking:

1. Make sure there are no spaces before or after your booking reference, which should be a maximum of 9 characters.
2. Enter the lead passenger’s surname manually, as your browser may try to auto-populate this field.
3. Enter the departure date in the correct format: DD/MM/YYYY (e.g., 01/01/2023).
4. The one-time access code and link sent to your email for two-factor authentication are valid for 10 minutes. Depending on your email provider, there may be a delay, so check your junk or spam folder. You can request a new code if needed.
5. If you’re still having issues, please contact us for further assistance.

Yes, you can make secure payments towards your holiday at any time. Simply log in to your booking via our My Booking system, or if you prefer, you can pay by phone through our Customer Services Team on 0191 228 4884.

If you originally selected a payment plan but would like to pay your balance in full, you can do so by logging into your booking via our Manage My Booking system. If you’d like to switch to a different payment plan, please contact our Customer Services Team on 0191 228 4884, and we’ll do our best to accommodate your request.

When booking your holiday, you’ll be offered different payment plans. If your plan includes monthly instalments or additional deposit payments and you need to adjust the due dates, please contact our Customer Services Team on 0191 228 4884. We’ll do our best to accommodate your request.

If you need to update your card details, please call our Customer Services Team on 0191 228 4884. We’ll make sure your new card is stored securely so that any future payments can be taken from it.

You can view your remaining balance and see all payments made so far at any time by logging into your booking via our My Booking system.

If an automatic payment fails, we will try to contact you. You may need to check with your bank or card provider to ensure there are no issues with the card registered with us. You can also log into My Booking to make the payment, or call our Customer Services Team on 0191 228 4884 to pay by phone. Please note that failure to make payment could result in your holiday being cancelled.

If you notice any errors on your tickets, vouchers, or travel documents, please notify us as soon as possible. You can do this by accessing your booking in our My Booking system or by emailing us directly, and we’ll be happy to assist. Please note that some suppliers may charge amendment fees for changes, and in certain cases, a full cancellation fee may apply. We will inform you of any applicable charges once your request is received.

You can add special requests, such as arrangements for a special occasion or interconnecting rooms, by logging into your booking via our My Booking system. Alternatively, you can email us, and we’ll be happy to assist. Please note that special requests cannot be guaranteed.

If you’ve already booked your holiday and want to add extras, such as transfers, travel insurance, attraction tickets, car hire, airport parking, or an airport lounge, you can do so by logging into your booking via our My Booking system. Alternatively, you can email us, and we’ll be happy to assist.

If you need to make changes to your confirmed holiday, you can submit a request through our My Booking system or email us directly. Please note that only the lead passenger can request amendments. Changes such as departure dates, destination, or hotel are usually possible, but some suppliers may charge an amendment fee. Any applicable fees will be in addition to those outlined in our terms and conditions.

If you can no longer travel or wish to cancel, you can submit a cancellation request through our My Booking system or email us directly. Please note that only the lead passenger can request a cancellation. Cancellation fees vary depending on your holiday suppliers, and some parts of your booking may be non-refundable. Once we receive your request, we will contact you with details of any fees, which will be in addition to those outlined in our terms and conditions.

No, any flight extras you’ve added, such as hold luggage, in-flight seats, meals, or sports equipment, are non-refundable.

Once your booking is confirmed, we will provide you with a booking reference number. You’ll need this number, along with your holiday’s departure date and the lead passenger’s surname, to log in to our My Booking system. Your booking reference will begin with BTW followed by six numbers, for example, BTW123456. If you’ve booked but can’t find your reference number, please call us on 0191 228 4884, and we’ll be happy to assist.

You can print or download your booking confirmation immediately through our My Booking system. Please review it carefully and notify us right away if you spot any errors. Your final travel documents, including any vouchers needed for your holiday, will be available 14 days before departure.

Holiday suppliers only issue final travel documents 14 days before departure. If you have trouble accessing them once they’re available, you can contact us, and we’ll be happy to email them to you.

We recommend bringing your ATOL certificate, hotel vouchers, flight tickets, boarding passes, and any vouchers for travel extras you’ve booked. Final travel documents are only issued by holiday suppliers 14 days before departure and will be available to download and print from our My Booking system at that time.

Sometimes your browser may block pop-ups, preventing your documents from opening. To fix this, go to your browser settings and search for ‘pop-ups’ or click the red cross (if shown) at the top right of the screen. Then select ‘Always allow pop-ups and redirects from https://www.broadwaytravel.com’ and click Done.

If you notice any errors on your tickets, vouchers, or travel documents, please notify us as soon as possible. You can do this by accessing your booking in our Manage My Booking system or by emailing us directly, and we’ll be happy to assist. Please note that some suppliers may charge amendment fees for changes, and in certain cases, a full cancellation fee may apply. We will inform you of any applicable charges once your request is received.

If you’d like your travel documents sent by post, we offer two options:

• Silver Package (£7.50 per booking): Documents (excluding boarding passes) posted second class 14 days before departure.
• Gold Package (£12.50 per booking): Documents, including boarding passes where available, posted first class 14 days before departure.

Please note we cannot post documents for departures within 14 days. To arrange postal delivery, contact our Customer Support Team on 0191 228 4884.

Hotels only require the lead passenger’s name for each room when making a reservation. Your hotel voucher will still show the number of confirmed passengers, arrival date, and other essential details. The names of the other passengers are listed on your booking confirmation, so please check these carefully for accuracy.

If you’ve booked hold luggage, your travel documents will show your allowance. If hold luggage isn’t mentioned, only hand luggage is included. As hand luggage rules vary by airline, we recommend checking with your airline for the current size and weight limits. We cannot accept responsibility for items that exceed these allowances. If you’d like to add hold luggage, you can do so via your booking in My Booking.

Hand luggage allowances differ between airlines. Some allow a small personal item that fits under the seat in front of you, while others may charge for carry-on items stored in the overhead lockers. We recommend checking with your airline for the latest size, weight, and onboard restrictions. Please note that we cannot be held responsible for items that exceed the allowed limits.

Yes! If you’d like to add extra luggage after booking, this must be arranged directly with the airline. Use the airline reference from your booking documents to access your flights on the airline’s website. Costs for additional luggage will vary by airline. Please note that any bags added directly with the airline won’t appear on Broadway Travel booking documents or in My Booking.

Yes! If you would like to prebook your seats on the plane, this must be arranged directly with the airline. Use the airline reference from your booking documents to access your flights on the airline’s website. Costs for prebooked seats will vary by airline. Please note that any seat details booked directly with the airline won’t appear on Broadway Travel booking documents or in My Booking.

Yes, most airlines require advance passenger information (API) before you check in and board your flight. This includes details such as your passport number, place of issue, and expiry date to confirm your identity. If your airline offers online check-in, you’ll need to provide this information before travel. For ticketless airlines, the required details will be collected at the airport on the day of departure.

Check-in procedures vary depending on your airline. We recommend checking in online whenever possible, as some airlines charge extra for airport check-in. Most airlines offer online check-in 24–48 hours before departure, and for some, it may be available up to 30 days before, depending on options like priority check-in and boarding. You can usually download your boarding pass to your mobile, or print a paper copy if you prefer. If your airline requires airport check-in, boarding passes will be issued at the check-in desk. We suggest checking with your airline directly for their specific check-in rules and how boarding passes are provided.

No, any flight extras you’ve added, such as hold luggage, in-flight seats, meals, or sports equipment, are non-refundable.

If you’ve booked accommodation on arrival, we will inform you of the hotel assigned by the supplier 2 days before departure.

Hotels only require the lead passenger’s name when making a reservation. Your hotel voucher will still show the number of confirmed passengers, arrival date, and other essential details. The names of the other passengers are listed on your booking confirmation, so please check these carefully for accuracy.

Some cities and countries charge tourist taxes to support local tourism services, infrastructure and to help reduce the impact on local communities. These are usually paid directly to the hotel in the local currency, either when you check in or check out. The amount can vary depending on factors like the country, region, or city you’re visiting, the length of your stay, the type and rating of your accommodation, and how many people are travelling. When you search and book your holiday, we show an estimate of any tourist taxes and fees so you have a clearer idea of the total cost. Keep in mind, these amounts are set by local authorities, not us, and they may change between the time you book and your travel date. Exchange rates used to calculate these fees can also fluctuate.

Here’s a simple guide to what each option typically includes:

Room only: No meals are included and cooking facilities are not usually provided. You’ll still have access to the hotel’s amenities, such as restaurants and bars, but any food or drinks will need to be paid for separately.

Self catering: No meals are included, but you’ll typically have access to facilities such as a fridge, microwave and/or stove, which will allow you to prepare your own snacks or meals. This makes it a great choice for those travelling on a budget.

Bed and breakfast: This option includes breakfast only, leaving you free to discover local cafés and restaurants for lunch and dinner.

Half board: Booking half board will mean that you gettwo meals a day, generally breakfast and dinner, with some hotels offering the option of breakfast and lunch instead. This option gives you the freedom to enjoy some meals at the hotel while still exploring local restaurants.

Full board: This option includes breakfast, lunch and dinner. Drinks and snacks are not typically included unless stated otherwise.

All inclusive: All inclusive packages can vary between hotels but generally means that breakfast, lunch and dinner are included along with refreshments such as soft drinks, tea and coffee, throughout the day. Many hotels also include snacks, drinks, alcoholic beverages and in some cases activities, entertainment and treatments.

All inclusive plus: Some hotels offer a premium all inclusive package which is a step above their normal all inclusive offering. This can vary between hotels but often includes things like a la carte dining options, top-shelf/branded alcoholic drinks and cocktails, complimentary mini-bar, spa treatments and a more exclusive personalised service.

Check-in times vary by hotel but are generally between 12pm to 3pm. If we are given this information from the accommodation supplier, we will detail this on your accommodation voucher.

When checking in at your hotel, you will need to present your passport and your accommodation voucher. Some hotels may also ask for a credit or debit card to cover any incidental charges, such as mini-bar purchases or other extras.

Requests for early check-in or late check-out must be made directly with the hotel. The hotel can confirm if this is possible and if there are any extra charges. Many hotels also provide luggage storage or even shower facilities if you need to freshen up if you have an evening flight.

Some hotels may ask for a refundable deposit when you check in, usually to cover any accidental damage or breakages. Whether a deposit is required and the amount required is decided by the hotel and not something we control.

We strongly recommend arranging adequate travel insurance for your holiday. This can cover cancellation costs, emergency medical assistance, lost or stolen possessions and valuables, lost luggage and more.

Yes! We offer competitive rates for both single-trip and annual travel insurance policies. For more information, visit our website, request a quote through My Booking, or contact our Customer Services Team on 0191 228 4884. Broadway Travel is an appointed representative of Rush Insurance Services Limited, authorised and regulated by the Financial Conduct Authority (FRN: 714385), and permitted to arrange general insurance contracts.

If you’d like to add a resort transfer to your holiday, we offer a range of options to suit your needs, from private transfers that take you directly to your hotel to shared shuttles that offer a more budget-friendly option. Book your resort transfers so there's no need to worry whether you have change for a taxi!

Whether you have an early flight, want to avoid traffic, or simply want to start your holiday sooner, we offer a range of airport hotels. Stay just minutes from the airport, or combine your stay with a parking package to save even more. Book your airport hotel for a smooth and stress-free start to your holiday!

Want to skip the crowds and noisy terminals? Start your holiday in comfort with an airport lounge. Relax in a quiet space with comfortable seating, complimentary food and drinks, and free Wi-Fi. Book your airport lounge so you can start your holiday the moment you arrive at the airport!

Make airport security stress-free with a VIP fast track pass. From just £3 per person, you can skip the queues, giving you more time to enjoy a drink in the lounge or browse duty-free shops. Book fast track for a smoother, more relaxed start to your holiday!

Want to save on taxis or skip the hassle of local buses? We offer a wide range of car hire options at your holiday destination, giving you the freedom to explore at your own pace. Book car hire and enjoy the convenience of having your own set of wheels!

Whether it’s a fun-filled afternoon at a waterpark, a visit to a vineyard, a river cruise, or a city tour, you can avoid disappointment by pre-booking tickets for top attractions and tours before you travel. Call our Customer Services Team on 0191 228 4884, and they’ll be happy to assist!

Looking to enhance your cruise experience? Whether it’s a drinks package, cabin upgrade, shore excursions, or a hotel and parking near the port, our Cruise Team can help you choose the extras you need. Call them on 020 3368 3209 for assistance.

We want to make sure your holiday runs as smoothly as possible, so if you require assistance, ranging from using a wheelchair at the airport, through to help boarding or disembarking the aircraft, please complete our Special Assistance form so we have all the necessary details to organise the support you need.

If you require an adapted room for your holiday, please call our Sales Team on 020 3368 6221 before booking your holiday so we can check with our suppliers to find out whether a hotel is suitable for you. If you have already booked your holiday, please complete our Special Assistance form so we have all the necessary details to organise the support you need.

Most airlines and airports offer support to make your journey as smooth as possible, whatever your needs. We recommend first checking your airline’s website or contacting their customer service team, as they can provide detailed guidance based on your specific requirements. If you’re comfortable, wearing the The Hidden Disability Sunflower can subtly indicate that you may need extra support. Please note however, that this symbol isn’t recognised at all airports worldwide, so it’s wise to request any additional support in advance.

If you’d like us to inform your accommodation about your needs before arrival, complete our Special Assistance form so we have all the necessary details to organise the support you need.