FAQs

General
Online Bookings
Health & Insurance
Booking & Payment
Tickets
Visa & Passport Requirements
Luggage & Check-in
Accommodation

General

Q: How can I find out if it is safe to travel to a particular country?
A: Check the FCO Travel Advice regularly. It is updated continually. The best way to access it is via the FCO website.

Q: How do I find out more about directline citybreaks?
A: To find out more about directline citybreaks click here.

Q: Do you sell holidays?
A: Yes, visit directline holidays to find out more.

Q: Do you sell skiing holidays?
A: Yes, visit directline skiing to find out more.

Q: Do you sell travel insurance?
A: We can provide a low-cost travel insurance policy. For details of the cover, click here.

Q: Do you provide car hire?
A: Yes, to find out more about car hire click here.

Q: How do I keep up to date with deals at directline citybreaks?
A: Our free monthly newsletter details our great city break offers. To subscribe, go to the homepage and add your email address, you can unsubscribe at any time. Click here for a preview of the newsletter.

Q: Are you connected with directline insurance?
A: No. Please note that we are not connected in any way with Directline Insurance plc.

Q: How do I submit a city break review?
A: Choose your destination and click on ‘Add your review' to the right of the page. Alternatively, view other customer reviews and add your own through the 'reviews' tab on destination pages.

Q: How do I find out more information on the city I am going to?
A: To find a guide to your city break destination, find it from the City Guides page and view info on the city itself, weather information, things to do ideas and even other customers reviews.

Q: What criteria do you use to recommend your hotels?
A: All hotels recommended by directline citybreaks are carefully chosen by our staff after a full evaluation of suppliers, their facilities and services.

Q: Do I need to tip?
A: People providing a service often expect a tip as in many cases they can form up to 80 per cent of their wage. These include bar and restaurant waiters, taxi drivers and other services at your accommodation. The amount to give varies from country to country but generally, anything from 5 - 15% is acceptable.

Q: Will I get a cheap city break if I book late?
A: During peak season you'll find that cheap late deals are almost impossible to find and the best deals have already been taken by those who have planned ahead. However, if you keep an eye on prices and keep your destination and travelling dates flexible, you can make substantial savings.

Q: What are ABTA / ATOL?
A: ABTA, The Association of British Travel Agents, is the organisation which represents UK travel agents and tour operators responsible for the sale of around 90% of all package holidays and approximately 45% of independent travel arrangements. directline citybreaks is a fully bonded member of ABTA so your money is protected. View more ABTA information by clicking on the ABTA link on our Links page.  ATOL is a protection scheme for flights and air holidays, managed by the Civil Aviation Authority (CAA). All citybreaks sold by directline holidays, which includes air travel are ATOL protected by the Civil Aviation Authority. View more ATOL information by clicking on our Links page.

Online Bookings

How do I know that I have booked?
Once you complete the online booking process and have confirmed your booking, you will receive a confirmation email to the email address you entered in the payment details section. This will contain the details of your city break, including the costs and the reference number.  If you need another copy of your booking confirmation please email us with your reference at admin@directline-holidays.co.uk

It is important that you check all the details on your confirmation carefully, particularly that the names are correct.  If you find that there is an error please email to admin@directline-holidays.co.uk quoting your reference number and detailing the error.

When will I receive my tickets?
If your booking is made on a charter flight you can expect to receive your tickets for travel 7 days before departure.  If you are booked with a no-frills or scheduled airline you will have booked an e-ticket which means that you only need your passport and booking reference to check in.

Flight details are not guaranteed and you should check on the day before travel with your airline, and/or the airport you are travelling from in case of changes to your flight.

In flight meals/baggage allowance
In most cases you will have been given the option of adding in flight meals and where appropriate adding extra baggage allowances.  Should you wish to add either of these items on later, please email us at admin@directline-holidays.co.uk with your reference number and we will confirm whether this is possible and the costs of doing so for you.

What if I want to change an aspect of my city break?
Make sure you check your confirmation email and tickets carefully when you receive them. If you need to contact us to amend any booking details, including changing names, please do so as soon as possible on admin@directline-holidays.co.uk. It may not be possible to make the change you are requesting and there will be a fee to make any changes.
 
Can I cancel my city break online?
No, this isn't currently possible. If you need to cancel your booking, please email us at cancel@directline-holidays.co.uk. Tour operator cancellation charges will apply. You will be advised of the charges before we make your cancellation. We cannot accept cancellation of a booking without written email confirmation.

What do I do if the details on my tickets are incorrect?
In the case of ticket detail queries please contact the call centre at admin@directline-holidays.co.uk as soon as you receive your tickets.

Which terminal at the airport?
If you are unsure of which terminal your flight departs from please check the website of the airport you are travelling from, which you can find via a search on www.google.co.uk .

What if my question hasn’t been answered?
If these FAQ’s do not answer your query, please check for further information at http://www.directline-holidays.co.uk/faqs.cfm.

If you need to contact us please email us at admin@directline-holidays.co.uk  or if your booking departs within 7 days call us on 0870 300 8 335

How long will it take to get a reply to my email?
We will endeavour to respond to your email within 72 hours, however in peak periods this may take longer.

Health & Insurance

Q: Should I take out travel insurance before travelling?
A: Yes! It is extremely important that you take out adequate insurance even for short trips or visits to Europe. The travel insurance policy we provide is an excellent low-cost scheme which comes with a price guarantee. It is important to take this out at the time of booking so that you are adequately covered in the event of cancellation (subject to reason). Most tour operators make it a condition of booking that you have adequate cover. NB, Travel Insurance may only be booked in conjunction with travel arrangements made through us.  Please note that we are not connected in any way with Directline Insurance plc.

Q: What are the E111 & EHIC forms?
A:  The E111 form is no longer valid. You will now need a European Health Insurance Card (EHIC) to receive free or reduced cost of healthcare when visiting certain European countries. We strongly advise you to obtain an EHIC application from the Post Office before travelling on a city break.

Q: Do I have to have medical insurance if I am travelling to the EU?
A: We do advise travellers to take out insurance even if they are travelling to the EU. Although emergency treatment for EU citizens is available in all EU countries, it is not always completely free.

Q: Who pays if I need to be hospitalised overseas or flown back to the UK?
A:  If you have proper insurance, the insurance company should pay such fees. If not, the cost will fall to you or your relatives and friends.

Q: What should I do to stay healthy overseas?
A: Check what vaccinations you need with your GP at least six weeks before you travel. Make sure that any medication you need to take is legal in the country you are travelling to and take the prescription with you.

Q: Can I fly if I am pregnant?
A: Different airlines apply different rules to women who wish to fly during pregnancy. Some airlines may only allow travel up to the 28th week. It may be a requirement to have a note from your doctor confirming that you are fit to fly. Please ensure you have adequate insurance cover for your city break as many policies only cover up to the 28th week. Please check your travel insurance policy for any restrictions which apply to travelling whilst pregnant.

Q: Will I be given wheelchair assistance?
A: Please let us know as soon as possible if you need assistance. We need to inform the airline, rail and hotel suppliers about your needs at least 14 days before departure, to make sure all the necessary personnel and equipment is to hand.

Q: What is DVT?
A:  A deep vein thrombosis (DVT) is a blood clot (thrombus) that develops in a deep vein, usually in the lower leg. Deep vein thrombosis can cause pain in the leg and can potentially lead to complications. There is evidence that long haul flights (flight lasting four hours or more) may increase the risk of developing DVT. The risk is a result of prolonged immobility, which can happen during any form of long distance travel, whether by car, bus, train or air.  If you feel you are at high risk of developing a DVT you should seek medical advice. Although the added risk of developing a DVT caused by long haul travelling appears to be low, it can be reduced even further by taking some preventive measures.

Wherever possible, you should:
• Exercise your legs at least every 2-3 hours - try to walk up and down the aisle of the plane.
• Wear loose-fitting clothing
• Keep hydrated by drinking water rather than alcohol and caffeinated drinks

If you develop swelling or pain in your leg, or have breathing problems after travelling, you should seek medical advice urgently.

Q: Is it safe to drink tap water abroad?
A: Most cities (especially in Europe) have a very high level of water quality. But if you're not sure, it is recommended that you do not use tap water for drinking, cleaning your teeth, making ice, adding to drinks or washing food that will not be cooked. Bottled water is almost always readily available but ensure it has been purchased from a reputable source and the seal on the bottle is intact.

Q: Is it safe to eat foreign food?
A: It is advised to introduce yourself gradually to any exotic food. It is always wise to take a number of food safety precautions:
• Ensure that hot meat products are thoroughly cooked and piping hot before eating
• Wash and rinse raw food preparation and storage utensils in hot water before using them for cooked foods preparation.
• Ensure all foods are protected from birds, flies and other insects.

Q: What should be in my first aid kit?
A: Try to include a few essential items in your luggage. Even the most basic first aid kit should include insect repellent, plasters, antiseptic cream, prescribed medication, cotton wool, sun lotion and after-sun.

Q: Is there a risk of rabies abroad?
A: Strict quarantine laws exist with regard to the import and export of animals. Rabies is a serious hazard and can be contracted from all sorts of animals both wild and domestic. If you think there is any possibility that you have been infected consult a doctor immediately.

Q: What immunisations do I need?
A: Many countries have widely different immunisation entry requirements - it is best to consult your travel agent or GP well before departure to ensure that you fulfil these.


Booking & Payment

Q: What does the price include?
A: All prices include flight or Eurostar and accommodation. We include all taxes, supplements and surcharges in the price you see on every part of the website. However, we depend on the hotels and airlines to provide us with accurate information, which can change from minute to minute. For the price you'll actually have to pay just click ‘buy' on the ‘more details' page or ‘buy' on your search results.

Q: How do I pay?
A: We accept payment by Delta, Switch/Maestro, MasterCard and Visa. All bookings made online require full payment at the time of booking.  Bookings made by email or telephone with our travel consultants also require full payment at the time of booking.

Q: What do I do if I have a question after I have booked my city break?
A: For all questions concerning payment of your existing city break, please ring 020 8239 3322. For any other enquiries regarding existing bookings, please call our Customer Services on 0870 300 8 335 and quote your booking reference number.

Q: What is your privacy policy?
A: If you would like to find out more about the information we hold about our customers, how it is stored and how it is used, please view our Data Protection, Privacy Policy and Marketing Statement.

Q: How do I cancel / amend my city break booking?
A: For information on how to cancel or amend your city break, please see our booking conditions.

Q: Are transfers included?
A: Transfers are not included in city breaks.  Click on the following links for competitive rates for transfers and car hire. 


Tickets

Q: What are tickets on departure (TOD)?
A: A Ticket on Departure (TOD) is issued by some airlines if you are travelling within 14 days from the booking date. If your booking is a TOD the instructions on where to collect your tickets will be on your confirmation email.

Q: What are e-tickets
A: E-tickets are issued by many airlines and Eurostar. These are paperless tickets.

Q: How do I collect my Eurostar tickets?
A: Eurostar issue e-tickets.  They can be collected either on or before the date of travel.  Using the user friendly ticket machines located inside the terminal you will be required to enter your Eurostar booking reference which you can find on your confirmation email from us. Your travel details will be displayed on the ticket machine screen and then your tickets will be printed out.

Q: How will I receive my tickets if I am booking late?
A: Most airlines issue e-ticket, however if they do issue paper tickets and you are booking within 14 days of departure you will need to collect the tickets (TOD) from the airport at the appropriate operator's desk.  If you are travelling by Eurostar, then you will need to collect your tickets from the ticket machines situated in the Eurostar terminal.


Visa & Passport Requirements

Q: How do I know if I need a visa?
A: Visas are required by British citizens for a number of destinations. It is your responsibility to ensure that you have the correct travel documentation. Visas may be required for entry into non-EU countries. Information about visa requirements may be found by accessing individual country pages on the Foreign and Commonwealth Office website. Please see our Links page for a link to the Foreign and Commonwealth Office website.

Q: What do I need to check on my passport?
A: It is important that the name(s) and initials on your tickets exactly match those on the passports of everyone in your party. Make sure you have a full passport which is valid until through the duration of your city break. Many countries insist you have 6 months remaining after your return date. If you have any doubts about the validity or condition of your passport please contact the Passport Office on 0870 5210410 (calls charged at national rate).

Q: How do I apply for a passport?
A: If you need to obtain a new passport you should do so in good time. It normally takes about 4 weeks to obtain a passport by post, but this time may vary depending upon which passport office you apply to and the time of year. The Passport Office gives further information on a recorded message on 0870 5210410 (check your operator charges). Alternatively, check out the Passport Office website where you can apply for a passport online.

Q: Do my children need passports?
A: Since 5 October 1998 children under 16 have been required to hold their own passport. Children already included on a parent's passport are not affected by this change and can continue to travel on these passports until they reach the age of sixteen or when the passport expires.

Q: I am not a British citizen, do I need a visa?
A: If you are not a British citizen you should consult the Embassy of the country of destination, and the Home Office Immigration Department to check whether you require any special documentation for the countries you are visiting or for return.


Luggage & Check-In

Q: What is Advanced Passenger Information (API) all about?
A: The collection of Advanced Passenger Information (API) is a requirement from specific countries, which involves collecting passenger information from those entering the country. Collecting API is a very simple process and when carried out at check-in involves passports being swiped through a special machine which collects the relevant data. Customers should not notice any difference at check-in, and contrary to media reports, delays are not anticipated as a result of this new process being implemented.

Q: What documentation will I need to take with me?
A: It is your responsibility to have a valid passport and an appropriate visa for your city break. You may be refused travel if you do not possess a valid passport, correct visa and entry permit. Please check you have everything before you leave for the airport!

Q: What is the baggage allowance on flights?
A: The baggage allowance is normally 15 or 20kgs (44lbs) for each person. Your baggage will be weighed when you check-in. Single items of luggage weighing over 23kgs will not be accepted by the airline and you will be required to re-pack. Families sharing suitcases should ensure no one piece of luggage exceeds 23kg. The baggage allowance may vary depending on the airline or flight.

Q: What is the baggage allowance on Eurostar?
A: Passengers may carry up to two suitcases and one item of hand luggage. These must be clearly labelled with the passenger's name, seat number, date of travel and destination. Additional luggage may be chargeable. Items such as bicycles are only considered as luggage if they are folded and carried in a bag otherwise they are carried as registered baggage and will be available at the destination 24 hours after it has been checked in. This service is not available from all stations.

Q: What is the baggage allowance for children?
A: Infants under the age of two on the date of your return flight do not have an allowance. However, prams, buggies and car seats etc are accommodated by most carriers at no additional cost. If you have any queries it is important to check with the carrier you are travelling with, or alternatively contact our Customer Services on 0870 300 8 335.

Q: What hand luggage can I take on board a flight?
A: Only one small piece of hand luggage per person weighing under 5kgs (11lbs - maximum size 45cm by 35cm by 20cm) may be taken on board the aircraft. Some items are prohibited from hand luggage because of security reasons.

Q: Can I take liquids on board the plane?
A: Within your hand baggage you may carry: Small quantities of liquids only if:
• They are in individual container(s) no larger than 100 millilitres (3.5 fluid oz).
• The container(s) are carried within one transparent re-sealable or zip-top plastic bag with a capacity not exceeding 20cm x 20 cm or 8 inches x 8 inches or one litre capacity. Customers will be responsible for providing their own re-sealable plastic bag.
• The contents of the plastic bag must fit comfortably, are easily visible, are not packed on top of each other and the bag is completely closed.
• For up to date information on security issues and regulations please visit the British Airports Authority (BAA) website.

Q: Will I be charged extra for excess baggage?
A: If you exceed your baggage allowance you may have to pay excess charges. The excess baggage charges will have to be paid at check-in.

Q: What happens if my baggage is stolen / lost / damaged?
A: If this happens, you must report any lost or damaged baggage to the airline's handling agent at your arrival airport or at the arrival rail station if travelling by Eurostar. You will be given a form to complete. If you need to claim for damaged or lost luggage, you will need to send a copy of the form to your travel insurance company within 21 days of the receipt of your baggage.

Q: What is the check-in time if travelling by air?
A: We recommend, if you are flying, to allow at least a 2 hour check-in for a short haul flight (UK & Europe) and a 3 hour check-in for any long haul flight.  Please note that with the current security checks in place, we recommend that you allow ample time to check-in and get through security and passport control. Many airlines now offer on-line check-in but this depends not only on the airline but also the amount of baggage that you are taking.

Q: What is the check-in time if travelling by Eurostar?
A: Eurostar offer a 30 minute check-in time for all departures. However please note that we recommend during busy periods such as weekends and bank holidays etc that you allow at least 45 minutes/1 hour check-in time to allow enough time to collect your tickets from the terminal (if applicable) and to get through security and passport control.


Accommodation

Q: Will all hotel facilities be available all year round?
A: Some hotels facilities will only be available during peak summer months.

Q: What do bed and breakfast city breaks include?
A: Bed & breakfast means that breakfast is included in the price you have paid for your city break. Depending on the hotel this can either continental or a hot or cold buffet breakfast.

Q: What do half board city breaks include?
A: Half-board means that your breakfast and evening meal is included in the price you have paid for your city break package.
Q: What do room only city breaks include?
A: Room-only means that no meals will be included in the price you have paid for your city break and it's very likely there will be no facilities for cooking.