Customer Support

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Popular Questions

When is my balance payment due?

Your balance payment is due 12 weeks before you travel. Your Best At Travel invoice will show exactly the date your balance payment is due. This is clearly listed under the Your Balance section - " *Payment no later than:...." We will send you an email to remind you that your balance is due 2 weeks before the actual payment due date.

How do I find out my Airline Reference?

Your airline reference will be shown on your holiday confirmation invoice under your flight details. You can use this reference to access your booking via your airlines website to complete online check in and pre reserve seating.

Which Airport Terminal do I depart from?

Please find the links below for information on which Terminal your flight will depart from:

Can I request a particular meal type 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 requirements to your Travel Consultant at the time of booking or contact our Customer Service Team on 020 7849 4282 or by email [email protected]

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 

Virgin Atlantic

Singapore Airlines


Thai Airways


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 Customer Service Team on 020 7849 4282. Best at Travel will do everything possible to meet your seat requests.

All seating is subject to confirmation on check in as changes of aircraft and schedules mean it is not always possible to guarantee specific seat allocations.

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

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.

My flight was delayed - Can I claim compensation?

The EU regulation 261/2004 established common rules on compensation and assistance to passengers in the event of denied boarding and cancellation or long delay of flights requires airlines to offer affected passengers on cancelled flights the following -

• Meals and refreshments in reasonable relation to the waiting time

• 2 short telephone calls, or fax, or e-mail messages.

• Hotel accommodation if the delay goes into the following day

• Transport to and from the hotel. If you have not chosen a ticket refund option you can claim back reasonable hotel accommodation and meal costs for the number of days that you were delayed between the original scheduled departure, up until the next available flight. In order to make a claim you should forward full details of expenses incurred along with receipts and travel itinerary information directly to the airline for their consideration.

It is important to bear in mind that each airline will have their own established principles for assessing the reasonableness of your claim and you will not be able to claim for items such as the following-

• Un-receipted expenses

• Top range and/or luxury hotels and/or restaurant/eateries

• Payments to friends/relatives offering bed and board

• Alcohol

• Room service

• Entertainment

• Replacement flights on other airlines

• It is also not possible to claim for items other than transport, accommodation, meals or communication costs.

Can I make a special request for my hotel booking?

We are more than happy to pass any request to your hotel for a particular room number or location at the property or to forward on any dietary requirements for you. All special requests are however subject to availability and Best At Travel cannot guarantee that your request will be accommodated.

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 to guarantee that 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.

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

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


How do I make changes to or cancel my holiday once it is confirmed?

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 either your consultant or our Customer Service Team on 020 7849 4282 or by email [email protected] We are unable to accept cancellation requests verbally so if you wish to cancel your booking please email our customer service team at [email protected]

When will I received my Travel Documents?

Your holiday documentation will be sent to you via email approximately 14 days prior to your departure date.


This Confirmed Travel Documents email will contain all the references you will need to check in on line, take your private transfer(if booked through Best at Travel) and check in to your hotel. You won't need to print any of these documents to take with you, all you need now are the confirmation references detailed in this email. For your flights you can now check in online up to 24 hours prior to your scheduled departure or in person at the airport with just your passport and airline reference

Do I need vouchers for my transfers or hotels?

No you will receive your Travel Documents via email which will contain all the references you will need to check in on line, take your private transfer(if booked through Best at Travel) and check in to your hotel. You wont need to print any of these documents to take with you, all you need now are the confirmation references detailed in this email. For your flights you can now check in online up to 24 hours prior to your scheduled departure or in person at the airport with just your passport and airline reference

How do I contact Customer Services?

We have a dedicated Customer Services number which is 020 7849 4282. This is available from Monday -Friday 08.30 - 18.00, Saturday from 09.00am to 18.00pm.and from 10.00am to 17.00pm on Sundays. If you would prefer to email the team can be contacted via [email protected]

I have an enquiry post travel how do I contact your team?

We have a dedicated customer relations team who will be happy to assist you with any issues you have had during your holiday. The team can be reached via

[email protected]

As our suppliers require any feedback in writing we do require an email from you and once this has been received you will receive an acknowledgment email and the contact details of the member of the team who will be assisting you.

We are unable to accept post travel feedback via the telephone.

What is my Baggage Allowance?

If you are travelling with a scheduled airline such as British Airways and Virgin Atlantic travelling Economy Class you will usually be permitted a maximum allowance of 23 kg and passengers travelling Business Class a maximum of 32kg without extra charge. We recommend that you check baggage policies directly with your airline by using the links below.

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

British Airways 

 Singapore Airlines 
Virgin Atlantic



Why choose Best At Travel?


We have first-hand knowledge of the destinations we sell. Travel is our passion.


We’re proud to have a high number of loyal customers and 98% of our customers consider our service to be excellent.


We constantly negotiate exceptional hotel deals and exclusives for our customers.


We are a privately owned family company with offices in the heart of London.

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