Frequently Asked Questions
Our Customer Support team is here to help you with any enquiries you may have.
Advice on Child Air Passenger Duty (APD)
In December 2014 the government announced that children under 12 travelling in economy class will be exempt from paying APD from 1 May 2015.
This means, if you have placed a booking with us which departs on or after 1 May 2015 and includes a child under the age of 12 on the date of travel you may be entitled to a refund.
To see if you are eligible for a refund:
- Email email@example.com for individual booking you have made
- Quote the invoice number in the subject line.
- Include the lead passenger name, date of departure and the name and ages of the children on the booking.
We will then check the details of your booking and, working closely with our scheduled airline partners we will prioritise refund requests subject to each airline’s policy. This may take some time as airlines are still updating their policies and we will let you know if you are due a refund as soon as possible.
Increase to Air Passenger Duty (APD)
On 29 November the UK Government announced in the Autumn Statement that effective from 01 April 2012, Air Passenger Duty (APD) is to increase by approximately 10%.
Air Passenger Duty is an excise duty charged on the carriage of passengers flying from a United Kingdom airport on an aircraft that has an authorised take off weight of more than ten tonnes or more than twenty seats for passengers and duty is payable in full.
As a result of this announcement we regret that we are now required to reissue invoices for all flight only passengers traveling on or after 01 April 2012 to reflect the increase in APD.
Important changes to visa requirements for Sri Lanka
The Department of Immigration and Emigration have launched a system called "Electronic Travel Authorization - ETA" in order to grant prior approval for visa via online registration for the foreign nationals who visit Sri Lanka and those who travel via Sri Lanka for short term requirements. The system will be effective for all travel from the 1st January 2012. For travel in 2011, the 30 day free visa upon arrival will still be in effect.
The ETA system is a requirement for travel for 78 countries including the United Kingdom granting double entry visas for up to 30 days. Applications for the Electronic Travel Authorization can be made by visiting the Department of Immigration and Emigration website.
If your query is about a booking you have already made with us, please refer to the list of frequently asked questions below.
When will I get my documentation?
We will despatch your documents 28 days prior to travel. All components of your booking will be despatched together, providing they are under the same invoice number.
If you have not received all your documentation by 21 days prior to travel, please email firstname.lastname@example.org making note of the invoice number and requirements.
How long before my flight departure do I need to check in?
- International flights - check in at least 3 hours prior to departure.
- European flights - check in at least 2 hours prior to departure.
- Domestic flights - check in at least 1 hour prior to departure.
- Boarding usually begins 45 minutes prior to departure.
Please note - if you arrive at the airport later than your specified time, we can not accept responsibility if you are unable to travel.
Will I get charged for using a credit card?
There is no charge for paying by debit card (Maestro, Delta and Visa Debit). There is a 2.5% charge if you pay by Mastercard, American Express or Visa Credit card.
Bookings made over the phone will incur an additional booking fee.
Which terminal am I flying from?
Your terminal details will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about which terminal you are flying from please contact a Customer Services advisor on 0844 692 6787* (*Local reate, calls cost 5.2p per minute, plus network extras).
What happens if there is a schedule change?
If an airline advises Netflights.com of a schedule change on your bookings we will notify you of changes over 1 hour. Depending on your chosen method of communication this will be either by e-mail or post.
For changes under 4 hours we will send you a new invoice showing the new flight details and will automatically arrange for the ticket to be re-issued.
For changes of 4-8 hours we will send you a new invoice showing the new flight details and will request that you contact us within 14 days if you require further assistance with regards to the schedule change. If we do not hear from you within 14 days we will consider this as an acceptance and re-issue your e-ticket. Once the ticket has been re-issued any further changes will be classed as an amendment and charges will apply.
For changes over 8 hours we will send you a new invoice showing the new flight details and will require you to contact us to discuss your requirement in further details. We will not re-issue the ticket until you have instructed us to do so.
If you wish to accept a schedule change you can do so by e-mailing us at email@example.com
Please note: we encourage you to utilise www.viewtrip.com to check your flights 72 hours prior to departure. This is a free online service where you can check the latest flight scheduling information, as provided by Galileo. To use this service, you will need your Galileo booking reference (PNR) shown on your ticket and the lead passenger surname.
What happens if the airline brings my deposit deadline (ticket-by) date forward?
If you have already paid netflights.com in full for your airline ticket we will issue the ticket prior to the new deadline to avoid any additional charges.
If we have not received full payment we will make every effort to contact you either by phone, letter or email to advise you of the new deadline. At this point you have the option to pay in full so we can issue the ticket on the new deadline date or will endeavour to rebook you on the next available fare. Please note additional charges will apply.
Please note: notification periods are governed by the airline, and occasionally this notification period can be limited.
What happens if the airline implements a fuel surcharge?
If you have already paid netflights.com in full for your airline tickets we will issue the ticket prior to the deadline to avoid you incurring any additional surcharges.
If we have not received full payment we will make every effort to contact you either by phone, letter or email to advise of the fuel increase. At this point you have the option to pay in full so we can issue the ticket at the original price or once the deadline has passed we will re-invoice you showing the additional fuel supplement.
Please note: notification periods are governed by the airline, and occasionally this notification period can be limited.
What happens if there are renovations at the hotel?
If a hotel supplier notifies us of a renovation that may affect your stay, we will notify you as soon as possible by either phone or post. To advise your acceptance of the renovation please e-mail firstname.lastname@example.org. If you need to discuss the renovation in more detail, please contact the amendments department on 0844 692 6787* (*local rate, calls cost 5.2p per minute, plus network extras).
Who do I contact for general enquiries?
For general enquiries, including seating and meal requests, baggage and terminal information and cancellation and amendment queries, please email email@example.com, or call 0844 692 6787* (*local rate, calls cost 5.2p per minute, plus network extras).
Who do I contact with post-travel feedback?
For post travel comments, feedback or complaints please email firstname.lastname@example.org, or write to Customer Relations, Thomas Cook Tour Operators, Aldermanbury House, 2-4 Godwin Street, Bradford, BD1 2ST.
Tickets and E-Tickets
Most tickets are now electronic (e-tickets). For these, we will send an e-ticket receipt by mail or email, and this is sufficient for travel, as the Airlines hold your reservation electronically in their systems. You may be able to access your e-ticket information online by logging to www.viewtrip.com. You will need the GAL locator/PNR, which is shown on your invoice, and the lead passenger name.
Occasionally airlines may issue a paper ticket, which is an old-style cardboard ticket/coupon. If you have a paper ticket, this must be presented at the airport otherwise you will not be able to board the plane.
Please reconfirm onward flights with the airline locally to ensure that your departure times are correct. Airlines from time to time change their flight schedule and it may not be possible to advise you once you have departed the UK.
Hotel, Tour and Transfer Vouchers
Please note all documentation should be taken with you on your trip. Although some suppliers do not require the voucher to be presented on arrival, the majority will require this as form of payment. For customers with pre-arranged tours or transfers it is advisable that you reconfirm pick up times with the supplier locally.
Car Hire Vouchers
If you have opted to receive these by post, these will be sent to you 21 days prior to departure. You will need to ensure that you take the following items with you to enable you to collect your car:
- A copy of your full driving licence (including the main paper copy for new licences).
- The car voucher from us, printed from our voucher email to you.
- Failure to supply these items may result in your client having to pay again, or not being able to collect their car at all. Minimum age limits with our suppliers may apply depending on their country of hire or car hire supplier. Please ensure they check the car hire terms and conditions.
Please note that you must have a valid Passport with a minimum of 6+ months on it or you will not be able to travel. Your passport must also be in excellent condition - the presentation of damaged passports may mean they are unable to travel. Your passport must be machine readable otherwise they will be denied boarding. For further advice, please contact your local passport office.
If you do not have the correct documentation to travel, including visas where required, you will be turned away at check-in. It is your responsibility to ensure that your travel documentations are in order. Please note that if you are travelling on a one-way ticket, most countries will not allow you to enter without relevant visas or documentation.
If you have a connecting flight via a third country, you may also require a transit visa. For further information, please ensure you contact the consulate of the country you are travelling through. For the most up to date information on visas, passports, health and travel advice worldwide, please ensure you check on the following web sites for UK Visas, Home Office and Foreign and Commonwealth Office.
Do I need a Visa to travel to the USA?
Passport holders of the USA visa waiver program (Countries listed below) are eligible to travel without an American visa but will have to obtain an ESTA authorisation 72 hours prior to traveling to the United States. The cost of applying for an Esta is $14 (equivalent to approximately £9.00 according to rate of exchange). For further information on the Visa Waiver Program and how to proceed with your application please visit the US Department of Homeland Security website: https://esta.cbp.dhs.gov. For countries outside of the Wavier programme passengers will need to consult the American Embassy for visa application details.
Countries participating in the Visa Waiver Program include:
- New Zealand
- San Marino
- United Kingdom
For countries outside of the Wavier programme passengers will need to consult the American Embassy for visa application details.
Maldives Customs Services - A change in regulations
In order to provide a more convenient efficient service to the passengers arriving to Maldives, Maldives Customs Services has introduced a change in its regulation governing the prohibited items.
The change being the introduction of the new law applicable to the passengers carrying alcohol and pig/pork products are to be confiscated near the Customs check in area to a “drop box” provided by the Maldives Customs Services.
Previously under the Maldives Customs law, the passengers carrying alcohol and produces of pig items on arrival were allowed to store them in the Airport Customs bond and collected it back during their departure flight. However, with the increase of daily flights arriving to the Maldives, Customs Authority has found it impossible to accommodate the storage facilities for the ever‐increasing passengers.
The “drop box” rule is applicable only for the passengers carrying alcohol and produces of pig items without written approval from the Ministry of Economic Development. Notices and information regarding the above change will also be communicated to the passengers via notice boards and advertisements in the Airport. This regulation is to be in effect from 01 May 2011.
Listed below are the import prohibited items, import restricted items and items allowed with certificate. Additional information regarding the Maldives Customs Service can be obtained from the website www.customs.gov.mv.
Import Prohibited Items.
The following items are prohibited from importing, producing, handling, selling, distributing or giving in Maldives.
- Religious materials offensive to Islam.
- Idols (for worship.
- Pornographic material.
- Narcotics and psychotropic substances.
Import Restricted Items (except to Government authorities).
- Arms and ammunition.
- Alcohol and Spirits.
- Pork and its by-products.
- Dangerous animals.
Items allowed to import when accompanied with certificates.
- Live plants and animals - a valid phytosanitary / sanitary certificate required.
- Medicines - doctor's medical prescription required.
What is Advance Passenger Information?
For security reasons, the US, most EU States and other countries now require airlines to provide details about their passengers before they travel. This is known as Advance Passenger Information (API).
API data requirements apply to certain countries such as Antigua and Barbuda, Australia, Barbados, Bermuda, Canada, China (except Hong Kong), Cuba, Dominica, Grenada, Guyana, Jamaica, Japan, Korea, Kuwait, Mexico, New Zealand, South Africa, Spain, St Kitts and Nevis, St Vincent and the Grenadines, Thailand, Trinidad and Tobago, United Arab Emirates, United Kingdom and USA.
Adding Advance Passenger Information (where applicable) in advance will speed up check-in for flights. Please proceed to the your airline's website, you will be required to enter your airline reference number situated in the 'Airline Info' section at the top of your E-ticket receipt. For 'Viewtrip' documents the reference is situated as the Airline Confirmation number in the 'Flight Information' section.
Have you got Travel Insurance? This is an essential part of your holiday package. The cost of the insurance policy is negligible compared to the costs that you could incur if something were to go wrong. It is well known that medical bills in the US can be very high but an air ambulance from the Canaries can cost as much as £16,000. Add to this the cancellation and personal belongings cover and its value becomes apparent. If you already have an insurance policy then make sure it provides suitable cover for your trip. In particular, please ensure you check the details if you are relying on cover provided 'free' with a credit card or bank account. Some do offer suitable cover but many do not.
Why is AFP non-refundable?
This is a mandatory insurance provision in case of the failure of your airline, which will guarantee monies back.
What is the baggage allowance for my flight?
Your baggage allowance will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about baggage allowance please contact a Customer Services advisor on 0844 692 6787* (*local rate, calls cost 5.2p per minute, plus network extras).
- Always check the exact hand luggage allowance with your airline prior to packing. A general guide is that hand luggage should be a maximum weight of 5 kilos, and dimensions should not exceed 56cm x 45cm, however, some airlines may only allow smaller bags, so it is advisable to check with them first. Most airlines have a hand luggage measurement gauge at check-in.
- Remember to pack your valuables in your hand luggage, and anything you need with you during the flight, like medication and travel documents.
- Remember that rules regarding liquids remain in place. Liquids, gels and cosmetics exceeding 100ml are not permitted in hand luggage, and smaller containers must be taken in a transparent plastic bag.
- Some items cannot be carried on an aircraft. Click here to visit the Government advice page on dangerous and restricted items
- Find out your free allowance for checked baggage. Baggage allowance limits are set by the airlines. Your baggage allowance is stated on your e-ticket receipt or paper ticket (where applicable).
Weight limits for most airlines:
Passengers travelling in Economy Class can usually carry 20 kg (44lbs) without extra charges and passengers travelling Business Class can usually carry 30 kg (66lbs). No single bag weighing over 32 kg will be accepted at check in.
Please note some airlines do not include any free baggage allowance and may charge for hold baggage at check-in.
For passengers travelling on US domestic flight, baggage is not usually included and will be charged locally at check-in.
A "Piece System" is used in the United States and Canada.
Baggage items, or "piece", must not be over 158cm in total dimension each (length + width + height), and must not exceed 20kg in weight. Please note the majority of US flights now only include one piece of free baggage allowance, an additional piece will be charged for locally at check-in.
To avoid unnecessary delays, you are advised to check your luggage allowance by contacting the airport and airline with which you are travelling. We also advise that you check the weight and dimensions of your baggage before you arrive at the airport. If your bag weighs over 32kg you will be asked to repack before checking in.
Passengers with items that exceed the 32kg weight limit, such as sporting equipment, should make special arrangements with the airline in advance.
Does my flight baggage allowance include hand luggage?
No. Always check the exact hand luggage allowance with your airline prior to packing. A general guide is that hand luggage should not exceed height 450mm x width 350mm x depth 200mm. Most airlines have a hand luggage measurement gauge at check in.
Click here for further information on Baggage Allowances.
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How do I claim my cash back reward?
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