Complaints from customers should be posted, emailed or faxed, along with any relevant receipts, credit card statements etc, to:
Customer Relations Department
Email: [email protected]
Fax: 01772 835 267
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 Galileo 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 documents 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 visit the following websites below: UK Visas and Immigration, the Home Office and the 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.
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.
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 your baggage allowance please click here.
- 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.
For further information on Baggage Allowances, click here.