Frequently Asked Questions

If you have booked a holiday you will still receive an email or other confirmatory material and booking data confirming your booking details and even if you have exercised your right to opt out of further communication as these are necessary to process your booking.
 
Our Company’s Registered Office:
Best At Travel plc
89 New Bond Street
London W!S 1DA
 
Our Company’s Operating Office:
Best At Travel plc
Worldwide House
7 – 9 Whitfield Street
London W1T 2AS
 
Company registration
number:
2842995
VAT Registration No: 645 3274 36
ABTA No: F2078 ATOL NoL 3337
Members of PSARA, ADVANTAGE and PATA
PAYMENTS:
 
1. When is my balance payment due?
  • Your balance payment is due 12 weeks before you travel. Your Best At Travel invoice will show exactly what date your balance payment is due and can be found on the bottom line of the Price Breakdown sections of your invoice listed as 'balance due by'.


  • 2. How can I pay?
  • We accept payment by any of the following methods:
    Online: Please go to “Online Payments” where payments can be made by debit or credit card. Please note that credit card payments will incur a 2% handling fee.

    By Phone: Please call our After Sales Team on 020 7849 4199 and payments can be made by debit or credit card. Please note that credit card payments will incur a 2% handling fee. Bank Transfer: If you would like arrange your payment by bank transfer please contact our After Sales Team on 020 7849 4199 for details.

    By Post: Payments can be made by cheque made payable to Best At Travel and sent for the attention of the Accounts Department to Best At Travel, Worldwide House, 7-9 Whitfield Street, London, W1T 2AS. We would ask that your booking reference is written clearly on the reverse of the cheque.


  • 3. Do you make a charge for payments made by Credit card?
  • A charge of 2% is payable for payments made using a credit card. No additional charge will be incurred on other payment methods.


  • 4. Payments I have made on my booking are not showing on my invoice. How can I check they have been received?
  • You can call our After Sales Team on 020 7849 4199 or email them at aftersales@bestattravel.co.uk and they will be able to confirm if your payment has been received.


  • 5. Can I ask family and friends to pay money towards my holiday as a wedding present or a gift?
  • You can pay your deposit or balance by the following methods:
    Gift Vouchers can be purchased for any reason and for any amount. Birthdays, honeymoon, anniversaries, retirement, wedding presents the choice is yours.


  • AIRLINE INFORMATION:

    1. How do I find out my Airline Locator?
  • Your airline locator will be shown on your holiday documentation that is sent approximately 2 weeks before departure. If you require your airline locator prior to this time you can obtain this information from your Travel Consultant or our After Sales Team.


  • 2. Which Airport Terminal do I depart from?
  • Please find the links below for information on which Terminal your flight will depart from:
    • Gatwick Airport http://www.gatwick-airport-guide.co.uk/terminals.html%20
    • Heathrow Airport http://www.heathrowairport.com/flight-information/which-terminal
    • Manchester Airport http://www.manchesterairport.co.uk/manweb.nsf/content/whichterminal


  • 3. 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 Best At Travel 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.

    Listed below are links to some of the airline websites giving details of their baggage allowances:

    • British Airways http://www.britishairways.com/travel/baggag/public/en_gb
    • Emirates http://www.emirates.com/uk/english/index.aspx
    • Thai Airways http://www.thaiairways.co.uk/flying-with-thai/luggage/
    • Virgin Atlantic http://www.virgin-atlantic.com/gb/en/travel-information/baggage.html


  • 4. 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.


  • 5. 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 www.baa.com. 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.


  • 6. 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. Please see the links below for up to date information for each airline:

    • British Airways http://www.britishairways.com/travel/paid-seating/public/en_gb
    • Emirates http://www.emirates.com/uk/english/flying/seating/seating.aspx
    • Thai Airways http://www.thaiairways.co.uk/flying-with-thai/aircraft-seating/

    If your chosen airline is not listed above or you require assistance with reserving seats with your airline please contact your Personal Travel Consultant or our After Sales Team on 020 7849 4199. Best At Travel will do everything possible to meet your seat requests however no guarantee can be given.


  • 7. 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.


  • 8. 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 or contact our After Sales Team on 020 7849 4199 or by email aftersales@bestattravel.co.uk.


  • 9. What is the difference between a Direct and a non-stop flight?
  • The flight routings used in connection with our holidays may be used on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route.

    A flight that is described as direct is one where there is no need to change aircraft during the journey however stops may be made en route for re-fuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary. However, should you require this information at an earlier stage, please check with your Travel Consultant at the time of booking, or our After Sales Team once the booking has been invoiced.

    A flight that is described as non-stop will not make any stops en route to your chosen destination.


  • 10. I am travelling on my honeymoon, what name should I travel in?
  • We recommend that you travel in the name that is on your passport at the time of travel which in most cases may be your maiden name.


  • 11. I am getting married overseas and taking my wedding dress with me. Can I take this on the flight with me?
  • Some airlines will occasionally allow wedding dresses to be carried as hand luggage and hung in the aircraft cabin. This mainly depends on the number of passengers on the flight which will not be known until you arrive at the airport, therefore this is not something we suggest that our wedding couples rely on.

    We recommend wedding outfits are packed in a hard suitcase or boxed, and placed in the hold of the aircraft. Generally there is no extra baggage allowance for wedding outfits. Make sure that everything is clearly labeled and you tell the check-in staff that you are carrying wedding outfits.


  • 12. My flight details have changed since I booked my holiday, why is this?
  • The flight timings shown on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.

    Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled flight timings, and days of operation are subject to change.

    We will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received.

    Any change in the identity of the airline, flight timings and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.


  • 13. How do I arrange a cot on my flight for my baby?
  • Please contact your Travel Consultant or our After Sales Team on 020 7849 4199 who will assist you in booking a sky cot and bulkhead seats on your flight. Please note that due to limited bulkhead seats being available on each flight these will be subject to availability.


  • 14. How can I arrange assistance at the airport or on my flight?
  • If you require assistance at the airport or on your flight please contact your Travel Consultant or our After Sales Team who will contact you to obtain the relevant information needed to make arrangements with your airline.


  • HOTEL INFORMATION:

    15. 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.


  • 16. Can I make a meal request at my hotel?
  • We are more than happy to pass on special dietary requirements to Hotels on your behalf. To request a special meal please mention your requirement to your Travel Consultant at the time of booking or contact our After Sales Team on 020 7849 4199 or by email aftersales@bestattravel.co.uk.  


  • 17. Can I request a particular room number or location of room at my hotel?
  • We are more than happy to pass a request to your hotel for a particular room number or location at the property if this room number or location is within the category of room that you have booked with Best At Travel. All special requests are subject to availability and Best At Travel cannot guarantee that your request will be accommodated.

    If we are informed that your requested room location or number does not fall into the room category you have booked we will contact you to make you aware and offer you the option, subject to availability and relevant costs, of changing the category of room that you have booked.


  • 18. 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

    RO – No meals will be included
    BB – Breakfast
    HB – Breakfast and Dinner
    FB – Breakfast, Lunch and Dinner
    AI – All Inclusive


  • 19. How can I check the facilities that my hotel offers?
  • Details of the facilities on offer at your hotel can be found on our website. To view details on our website from the home page select your required destination and then select resort location of the hotel. From here you will be offered a list of all of the properties we feature in your chosen destination. On selecting a hotel you will be given full information and images for your hotel.


  • SPECIAL REQUESTS:

    20. Can I make a meal request on my flight or at my hotel?
  • We are more than happy to pass on special dietary requirements to Airlines and Hotels 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 requirements to your Travel Consultant at the time of booking or contact our After Sales Team on 020 7849 4199 or by email aftersales@bestattravel.co.uk. All special requests are subject to availability and Best At Travel cannot guarantee that your request will be accommodated


  • 21. Can I request a particular room number or location of room at my hotel?
  • We are more than happy to pass a request to your hotel for a particular room number or location at the property if this room number or location is within the category of room that you have booked with Best At Travel. All special requests are subject to availability and Best At Travel cannot guarantee that your request will be accommodated.

    If we are informed that your requested room location or number does not fall into the room category you have booked we will contact you to make you aware and offer you the option, subject to availability and relevant costs, of changing the category of room that you have booked.


  • 22. 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 a cost no greater than the extra night price quoted on the brochure page.


  • GIFT VOUCHERS:

    23. How can I purchase Best At Travel Gift Vouchers?
  • Gift Vouchers can be purchased for any reason and for any amount - birthdays, honeymoon, anniversaries, retirement, wedding presents the choice is yours. For full details speak to your Travel Consultant or our After Sales Team on 020 7849 4199.


  • VISA’S & VACCINATIONS:

    24. Do I need a visa for the destination that I am travelling to?
  • It is your responsibility to ensure that you are in possession of the correct documentation for your chosen destination, including any visas that may be required for entry and/or exit. You are advised to check with the Embassy of the country that you are visiting.


  • 25. What vaccinations will I need for my holiday destination?
  • You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken early enough (which may be a month or more prior to your departure) to be fully effective by the date of travel. It is your responsibility to ensure you are aware of all recommended and required vaccination and health precautions in good time before departure.

    Details are available from your GP Surgery and from the National Health Travel Network and Centre www.nathnac.org Sources of information include the Department of Health free leaflet ‘Health advice for travellers’ available on request Tel 0207 210 4850. Please find a link to our weather, passport, vaccination, visa and flying times chart below which will give an indication of the recommended requirements.

    View our weather, passport, vaccination, visa and flying times chart NAME CHANGES, AMENDMENTS TO YOUR HOLIDAY AND


  • CANCELLATIONS:

    26. Can I make changes to my holiday once it is booked?
  • If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not always be possible. If it is possible to make the change, it will be subject to an administration charge which is dependent upon the type of change made and payment of any further costs incurred as a result of the change.

    To see if it is possible to make your required change to your holiday please contact our After Sales Team on 020 7849 4199 or by email aftersales@bestattravel.co.uk and they will be able to advise you if your change is possible and what costs are involved to make this change.


  • 27. If I have to cancel my booking what would the costs be?
  • If you or anyone on your holiday booking decides to cancel the holiday, the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. The following scale of charges will be payable depending on when the notification of cancellation is received Period prior to departure that Cancellation charge per person cancelling notice of cancellation is received by Best At Travel

    Prior to 84 days loss of deposit
    84 – 55 days: 50% of total holiday cost
    54 – 30 days: 75% of total holiday cost
    30 days or less: 100% of total holiday cost

    NB In certain cases the airline may have applied certain ticketing deadlines to your booking and this may result in higher cancellation charges, so please enquire for details at the time of booking. Amendment charges are not refundable in the event of cancellation. We would strongly recommend that you take out appropriate travel insurance which provides cover against loss of deposit or cancellation fees.  


  • 28. If I have to cancel my booking how do I need to inform Best At Travel?
  • If you or anyone on your holiday booking decides to cancel the holiday, the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. Please send your written confirmation of cancellation either by email to salescancel@bestattravel.co.uk or by post to Best At Travel Worldwide House, 7-9 Whitfield Street, London, W1T 2AS. A cancellation invoice will be sent to you within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges.


  • 29. How will I know if my booking has been cancelled?
  • A cancellation invoice will be sent to you within 7 days of receipt of your written cancellation. If you do not receive this please contact us immediately in order to prevent an increase in charges.


  • DOCUMENTATION INFORMATION:

    30. When will I receive my invoice?
  • You will receive your invoice within 7 days of making your booking. If you have not received your invoice in this time please contact our After Sales Team on 020 7849 4199 who will arrange for a new copy to be sent to you.


  • 31. My name has been spelt incorrectly on my invoice, what do I do?
  • We ask that if your name has been spelt incorrectly on your invoice that you contact our After Sales Team immediately on 020 7849 4199 or by email aftersales@bestattravel.co.uk


  • 32. Will I receive a reminder when my balance payment is due?
  • Yes. We will send you an email to remind you that your balance is due 2 weeks before the actual payment due date.


  • 33. When will I received my holiday tickets and itinerary?
  • Your holiday documentation will be sent to you around 14 days before your departure date.


  • 34. Do I need vouchers for my transfers or hotels?
  • Yes. We will issue you with vouchers for all the services that you book with us. You will be required to redeem these vouchers in return for the services booked.

    We will also send you your flight E-Tickets.


  • ON RETURN:

    35. We have a complaint, how do we complain?
  • If a problem remains unresolved during your holiday, you should contact us in writing within 28 days of your return. Our postal address is Best At Travel Travel, Customer Services, Best At Travel, Worldwide House, 7-9 Whitfield Street, London, W1T 2AS or you can contact us by e-mail. We will reply to you within 28 days of receiving your correspondence, as laid down by the ABTA tour operator code of conduct. Please include your booking reference with any correspondence and as much information as possible, including any photographs or receipts.


  • 36. I followed the above procedure for complaint, however on receiving a response I am unhappy with the outcome?
  • We certainly hope that we can settle any holiday complaints amicably. We therefore ask that in the first instance you contact us by telephone, or in writing, if your complaint is more complex, to outline why you are unhappy and how you feel this matter could best be resolved. We will then ensure your case is reviewed as necessary.


  • 37. I have a query after travel and wish to talk to someone?
  • We have a dedicated Customer Services number which is 020 7849 4199 manned Monday - Friday 9am to 6pm.


  • 38. My flight was delayed - Can I claim compensation/What do I do?
  • Airlines and Tour Operators do not generally offer compensation for flight delays. However, the majority of Travel Insurance policies will offer some compensation for such situations, and may cover any refund of out of pocket expenses or unused accommodation. A FDC (flight delay confirmation) is needed from either the airline or your travel company and therefore we ask that you contact us with details of the delay in order that we can organise this for you.


  • 39. On return from my holiday, I have received my Credit Card statement and I believe I have been incorrectly charged by the hotel/car hire company. What should I do?
  • Please contact your credit card company immediately to advise them that you dispute the amount on your card. This will allow them to place a hold on this charge while both we, and your card company investigate. Please contact our Customer Service Team and we will involve our Accounts Team and contact our supplier in order that the charge can be reversed. For car hire charges, please carefully read the rental conditions in our current brochure as some charges are not included with the rental and this may be a valid charge.
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