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Customer support

Questions about your trip? Have a look below and see if we’ve answered your query. If not, please don’t hesitate to contact one of our agents on 0800 520 0821.

What travel documents do I need and when will I receive them?

Passengers require documents pertaining to every service that they have booked with us. Documentation for your flights, car hire bookings, invoices, e-tickets, insurance, hotel vouchers etc.

How long before my departure do I need to check-in?

Please check in as per the following requirement:

Please note that boarding begins 45 minutes prior to departure. Perfectholidays does not hold any liability whatsoever in case you arrive at the airport later than your specified time and are unable to travel.

Which terminal is my flight departing from?

Your e-ticket or the itinerary sent along with your paper ticket (if applicable) will have the information about the departure terminal of your flight. You may also contact us at 0800 520 0821 if you are unsure of the information.

What is my baggage allowance?

Airlines use two free checked baggage allowance systems; a weight allowance based on airline and class of travel and a piece system of 23kg per bag. Where airline tickets and holiday documentation have been provided by Perfectholidays they will show which baggage allowance system applies and details of the permitted weight allowance.

**If your outward flight from the UK is on the piece system and you have onward connections with other carriers to various destinations, your baggage allowance may then be restricted by the weight system.**

Please note domestic flights in the UK are governed by the weight system and not the piece system even if you connect onto a flight that uses the piece system. Please refer to your airline ticket for the correct baggage allowance. We recommend you clarify all baggage procedures with the airport check-in staff.

Will my baggage allowance be the same on internal flights within my destination?

If your internal flights involve travel by light aircraft or seaplane generally your luggage allowance will be less than on your international flights. Please check with your Travel Consultant at the time of booking to see if any restrictions may apply to your flights.

Will there be any restrictions on my hand baggage?

We advise you to check the BAA website before you travel for the latest hand baggage restrictions and liquid exemptions on Some airlines may differ as to the weight and number of hand baggage pieces allowed but each bag must be no larger than 56cm tall, 45cm wide and 25cm deep.

All liquids must be in individual containers no greater than 100ml capacity and carried in a transparent re-sealable bag such as a 'ziplock' bag and no larger than 20cm x 20cm (8" x 8") in size. Liquids in containers of more than 100ml should be packed in your checked baggage as they will not be permitted in your hand baggage.

How do I reserve a specific seat on my flight?

The majority of airlines have a limited number of seats available for advance seating. How to reserve your flight seats varies from airline to airline and some airlines do make a charge to reserve specific seat numbers in advance of your departure date.

If you require assistance with reserving seats with your airline, please contact your Personal Travel Consultant. Perfectholidays will do everything possible to meet your seat requests however no guarantee can be given.

How can I book a seat with extra legroom?

Exit seats can only be allocated on the day of departure by check in staff to passengers over the age of 16 who are physically fit and most airlines reserve bulkhead seats for clients requiring a sky cot for infants. We therefore recommend that our clients arrive for check in 3 hours prior to departure.

Can I make a meal request on my flight?

We are more than happy to pass on special dietary requirements to Airlines on your behalf. Please note that we require notice at least 48 hours before your departure date to arrange a special meal with an Airline. To request a special meal please mention your requirement to your Travel Consultant at the time of booking.

Will I need a Visa or Transit Visa for my trip?

For all other destinations please check the embassy website for the country you will be visiting.

How long is an ESTA valid for?

An ESTA visa is valid for two years from the purchase date. However it needs to be updated each time you travel to the USA.

What happens if I wish to cancel my travel arrangements?

Please contact our customer care department on 0800 520 0821 for assistance if you wish to cancel any bookings for flight, accommodation, car hire etc.

Please note that all cancellations involve certain charges to be borne by the traveller. These charges vary according to the nature of the booking and are adjusted against any refund that you receive. You will need your booking reference/s and any other relevant details at the time of cancellation. If you have arranged insurance to cover your travel and your reason for cancellation falls within the terms and conditions of such insurance, it may be possible to reclaim some or all losses incurred through your insurance company.

Can I change or amend my booking?

You may contact our Amendments department / customer care department on 0800 520 0821 to make an amendment to your flight or hotel booking. All flight or hotel bookings are amended at applicable fees subject to the contract of the fare purchased and consequently not all bookings can be amended.

Unfortunately, it is not possible to make amendments to car hire reservations. This is classed as a Cancellation.

How do I make the payment? Are there any surcharges?

The balance on your booking is due 8 weeks prior to departure (unless stated otherwise). It can be paid in a number of ways:

PerfectHolidays requires payment to be made in full if travelling within 8 weeks. As long as the full balance is paid by the due date, payments in instalments may be made.

Perfectholidays will not automatically take payments using any card details provided and require verbal authorisation directly from the cardholder before a payment is taken.

The balance due date will appear on every confirmation and invoice you receive, please note that we do not send any additional payment reminders.

How can I book a room for an early arrival or late departure?

Generally, hotel rooms will be available for check in between noon and 3 pm, and are to be vacated between 10 am and noon, irrespective of your arrival or departure times, unless we have stated otherwise. Should you wish your room to be ready prior to noon on your day of arrival or available after 10 am for an afternoon or evening departure, it is possible to reserve the room at the time booking at an additional night’s cost.

What meal plan is my hotel booked on?

The meal plan that your hotel is booked on will be shown on your invoice. Please see below for details of the meal plan codes and what meals are included in your holiday cost

How do I get the keys to my villa accommodation?

We will supply you with the address of our local representative office where you will be able to collect your keys and the directions to your villa. If you arrive out of office hours there will be a lock box outside the office (we will give you the code) and inside will be an envelope with your instructions/keys.

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