Below are our most
frequently asked questions, we hope this helps. If you cannot find the answer to your question please call us on
0871 702 0915 or e-mail us on
customerservice@click4holiday.co.uk
Please click on the headings below to navigate quickly to that section or scroll down the page.
General
I prefer to book by telephone. Is this OK?
No problem, please call our friendly team on 08717 020 915. Our office is in Hove, on the Sussex coast, so you wont be calling an overseas call centre with staff who you can’t understand!
What if I need to modify or cancel my booking?
If you need to amend your booking, please e-mail customerservice@click4holiday.co.uk or if you prefer you can contact our customer service team on 0871 7020915. We advise you to check the terms and conditions for information on our modification/cancellation policy.
I haven’t received my documents yet, when will they arrive?
Your tickets will arrive 7-10 days prior to your departure date along with all your other travel documents. Unfortunately, we can’t send them any earlier as they are not released much earlier than this to us.
I’ve lost my tickets!
Please call our customer service team on 08717 020 915. They will assist you as much as possible and advise you of the best course of action. However, there may be charges involved.
Will there be a rep waiting for me when I land?
I’m afraid not, we dynamically package your holiday which means we use a number of different suppliers to get you the best price, reps are not used in this process. If you particularly require this service please let us know at the time of booking and we will investigate possibilities for you. Options will vary depending upon your destination.
When is my final balance due?
Your final balance is due 12 weeks prior to your departure date. It is important that you meet this deadline as we have commitments to our suppliers. In line with our terms and conditions charges will be applied for late payments.
Flights
What is my luggage allowance?
This will depend upon the airline you are flying with. We recommend that you check with the airline you are flying with either by calling them or going on their website.
Can I pre-book my seats on the flight?
On many airlines you can, please contact your airline directly.
What terminal do I fly from?
This information will be on your documentation, you can also view the details on www.baa.co.uk
Accommodation
I've contacted the hotel – they say that my accommodation isn't booked. Help!
Passenger names are usually sent to the hotel approximately one week before your arrival. If you have any doubts please do give us a call.
When I search some apartments it states the board basis as self catering / room only. Do these have kitchen facilities or is it just the room?
The kitchen facilities are included in all self catering studios and apartments. The reason it states room only means that no meals are included. If the description states either twin/double or standard room on self catering/room only basis, this will be a hotel room only with no kitchen facilities.
What do the different room types mean?
Twin/Double Standard
This is a room to sleep 2 adults in a room with either a twin or double bed. If 3 adults stay in the room there may be 3 single beds or 2 single beds and a camp bed for the third adult, or a double bed and a single bed. If 2 adults and 1/2 children stay in this room type the usual configuration is a double or twin beds usually with camp beds for the children.
Double Room
This is a room with one double bed.
Twin Room
This is a room with 2 single beds.
Triple Room
This room will sleep 3 people. The beds are not guaranteed to be all single beds. There may a camp bed for the third person. If you require 3 separate beds please inform us at the time of booking.
Quad Room
This room will sleep 2 adults and 2 children. It is not guaranteed to be larger than a twin/double room. If you require 4 separate beds please inform us at the time of booking.
Family Room
This room will usually accommodate 2 adults and two or three children. When the room is fully occupied it may be cramped.
Standard Room
This usually applies to USA bookings. The beds are usually 2 double beds but this cannot be guaranteed.
Single Room
This will accommodate one person only and may be a smaller room than the other rooms in the same property.
Double/Twin for Single Use
This is a room for 2 people which is bookable for one person, bedding will only be provided for one person.
Studio
This is an open plan room with the kitchenette, living space and bedroom in the same room. The room could contain either beds or sofa beds.
1 Bed Apt
This will usually accommodate up to 3/4 people with twin beds in a separate bedroom and a sofa bed in the living area.
2 Bed Apt
This will usually accommodate up to 5/6 people with twin beds in 2 separate bedrooms and sofa beds in the living areas.
Superior Rooms
If a property offers a superior room this will be superior to a standard room, the content will differ from property to property, usually better décor. If available, room upgrades will be offered during the booking process.
Airport transfers
What happens if I can't find where I get my transfers from?
Please check your documentation carefully as full instructions will be given. If you do experience any difficulties or are delayed please call the emergency telephone number on your voucher. This will be a 24hr telephone number for our supplier who will be able to resolve any problems quickly and efficiently. If this is not the case please alert us at your earliest convenience.
What if my flight is delayed?
The driver will have your flight details and will be able to check the flight time before you arrive and wait accordingly.
What kind of vehicle will it be?
Unless we say, we don’t guarantee a specific kind of vehicle: it will probably be a taxi or a bus. You may also be sharing the transfer with other passengers stopping off at other hotels or resorts unless you have specifically booked a private transfer.
I'm disabled – is this a problem?
Please make us aware of any special requirements prior to making a booking so we can ensure that all your needs are catered for.
Are infants and children free?
No – all prices are per passenger and you must include all passengers when searching for your transfer. Our prices are very competitive though with other major transfer agents so we ask you to check!
I have oversized luggage Eg. Sports Equipment.
Please state dimensions and weight at the time of booking.
Can I book a transfer to a private property?
If you are traveling to a private and/or non tourist location and/or residence, please
contact us before making your booking as some transfers of this nature may not be feasible.
Car Hire
What do I need to rent and drive a hire car?
A full valid driver's license. A credit card or cash deposit will also be needed when you collect vehicle as surety for the rental. Rates will vary from supplier to supplier but details will be included in your final documentation.
Will I be charged if I bring the vehicle back after the return time on the rental agreement?
Yes, you will be charged for each hour or part of an hour in excess of the time you were required to return the vehicle.
Will there be a deposit taken on my credit card, and if so, how much?
Most car rental companies will take a deposit on your credit card at the time of pick up. The deposit may vary from location to location, but generally it is the estimated rental charges plus 15%. Some companies are changing their procedures to match the procedures at other retail establishments. Instead of taking a deposit, they will go ahead and charge the estimated cost of the rental onto your card. Should the car be returned earlier than originally agreed, a credit for the unused portion is issued upon return.
Travel insurance
Do I need to take my policy with me when traveling?
Yes. This documentation provides you with information and emergency telephone numbers you may need in the event of making a claim while traveling. It will also provide details of any supporting documentation that may be required in the event of a claim (i.e. loss reports, receipts etc.)
We've got an annual policy and we go on holiday in the UK quite a lot - is the UK covered?
Yes, your policy includes cover for trips taken within the UK (to include the Channel Islands and Isle of Man) where you stay or plan to stay for at least two nights in pre-booked accommodation.
What if I wish to cancel my policy?
Simply return the policy to us within 14 days or within the days prior to the start date on the policy if you are traveling in less than 14 days, and your premium will be refunded.
What is Insurance Premium Tax?
Insurance Premium Tax (or IPT as it is often known) is charged at 17.5%. We have to collect this for the Government but the amount will already have been included in your premium.
If my car breaks down on holiday am I covered?
No, your policy doesn't cover car breakdown. You should buy car breakdown insurance with a reputable company, particularly if you are motoring abroad. If you have hired a car, breakdown cover is usually included. Please check at the time of booking.
Airport Parking
Will I benefit from discounts if I pre-book my airport parking?
Yes, as the 'turn-up' rates are frequently higher and can also vary depending on demand. You are also guaranteed your airport parking space by pre-booking.
Are the airport parking facilities secure?
Yes, all the car parking facilities provide 24 HOUR security for your car. The off-airport car parks have high security enclosures and full 24 hour surveillance, and the on-airport car parks have regular security patrols.
Are all the parking facilities on airport, and if not how do I get to the terminal?
Not all airport parking facilities are on airport - but where off airport facilities are offered, bus transfers run throughout the day and night between the car park and the terminal building. These typically run every 20 minutes.
Airport Hotels
Book your airport hotels in advance and get access to superb rates instantly at over 200 hotel chains around the world including: Hilton International, Holiday Inn, Best Western, Meridien, Sheraton and many more.
Why pre-book?
Most of our prices represent substantial savings compared to turning up on the day.
Why book an Airport Hotel?
If you’ve got an early morning flight then why not avoid getting up in the middle of the night and avoid the motorway congestion by staying the night before you fly. We have teamed up with Holiday Extras to provide the widest choice of hotels at 22 UK airports.
Can I get a package to include free parking and a hotel?
Yes, and there are often substantial savings by combining the two.
Airport lounges
Why book an airport lounge?
Airport lounges offer the perfect haven away from the busy airport terminal, with free drinks, snacks and a range of services at your disposal. Airport lounges worldwide vary in style and size, but all share one common theme; a calm and peaceful environment to pass the time while waiting for flights - especially useful when experiencing unexpected delays or long transfer times. Typical airport lounge facilities include comfortable seating, complimentary snacks and refreshments (including alcoholic beverages), TV and internet access, use of business facilities and many more luxurious features which vary by lounge.
If you have a questions or queries about any part of your holiday please do not hesitate to call our dedicated team on
0871 702 0915 or you can e-mail us on
customerservice@click4holiday.co.uk with your question.
