Q.	How do we find the hotel once we have arrived at our destination?
A.	If you have not pre booked a transfer, then you will have to make your own way to the hotel, the address is on the Accommodation voucher.
Q.	Do I need an accommodation voucher to check-in to my property?
A.	It is very important that you keep your accommodation voucher safe. This provides the accommodation with confirmation of the reservation and proof of payment through flexibletrips. A customer without a voucher may have problems whilst checking in, or be asked to pay again for their room. In the event of any problem, please contact our 24 hour in-resort helpline on + 44 844 879 8140 and we will endeavour to resolve the situation for you.
Q.	What time can I check-in/check-out of my accommodation?
A.	International check-in time is 1400 and check-out is between 1000 and midday. Some check-in/check-out times times can vary.
Q.	How do you rate your accommodation?
A.	Ratings systems are an attempt to give a guide to the overall quality of properties. The official ratings are given by the authorities in the country, and do tend to give a fair impression of relative standards within that country. However, different countries have different standards, so don't assume that a 3-star hotel in one country is equivalent to a 3-star hotel in another. Ratings used are based on the official rating at the particular property at the time of publishing.
Q.	Some of your All Inclusive hotels are graded, what does each grade mean?
A.	As there is no international agreement or understanding on what the term "All Inclusive" means, some of our properties use their own "All Inclusive" grading system, so that you know exactly what to expect upon arrival at your chosen destination. In most cases and where applicable, full information will be supplied within each hotel description, however a brief summary of each grade is supplied below: All Inclusive Light: The All Inclusive Light programme, is normally a Full Board plus drinks arrangement and consists of three meals each day, plus free beverages at meal times only. The drinks include locally produced beer, wine, soft drinks and water. All Inclusive Bronze: The All Inclusive Bronze programme includes three meals each day, plus a selection of locally produced alcoholic and non-alcholic beverages served with meals from the bar all day (times are specified in the full hotel description). A limited selection of snacks are also available throughout the day (times are specified in the full hotel description). All Inclusive Silver: The All Inclusive Silver programme is an enhanced version of the Bronze package and includes three meals each day, snacks, a selection of locally produced alcoholic and non-alcholic drinks and selected imported unbranded alcoholic drinks, available at meal times and from the bar all day (times are specified in the full hotel description). Hotels selected to be in this category will have at least two restaurants, one of them being an 'a la carte' restaurant, where reservations can be made and guests can eat for up to two nights of their stay. The All Inclusive Silver programme will also include a minimum of four sports and leisure activities and a minimum of 2 nights entertainment each week. All Inclusive Gold: The All Inclusive Gold programme is the most comprehensive package and includes three meals each day, snacks, a full range of locally produced international and premium branded alcoholic and non-alcoholic drinks. This package also includes a full range of sports and leisure activities and a full entertainment programme. To reach this grading a hotel must have at least three restaurants or snack bars, three bars, unlimited snacks and drinks and a regularly filled minibar in each room. Please note: This grading system only applies to a selection of our All Inclusive properties. Please therefore, refer to the individual property for more information on the All Inclusive benefits available in each case.

Q.	How do I make a group booking?
A.	Call our Groups line on 0844 879 8271 option 3 or fill in the groups enquiry form here.

Q.	What is your address?
A.	For our contact us section click here.
Q.	How do I contact Customer Relations once I have already travelled?
A.	Please note that your initial correspondence within 28 days of return should be sent to Customer Relations, by e-mail click here or letter, sent to Thomas Cook Customer Relations 2-4 Godwin Street, Bradford, BD1 2ST. Once you receive an acknowledgement, you can contact them by phone on the number they provide, which will be a number relevant to the nature of your case.

Q.	I am currently overseas and due to fly home with Flyglobespan. What should I do
A.	Rest assured all bookings are protected. Please call the Flexibletrips 24 hour support line on 0044 0844 879 8140 to arrange an alternative flight home.
Q.	I have a booking which includes Flyglobespan flights but have not yet travelled. What should I do?
A.	We are working through these bookings as a matter of priority. A member of the Flexibletrips staff will call you shortly to discuss options for these bookings. In the event we are unable to find suitable alternative flights we will refund the total cost of the booking.
Q.	I have a booking which includes a Flyglobespan flight but no longer wish to travel. What should I do?
A.	To obtain a full refund of any monies paid, please email the booking details including booking reference, lead name and full contact information to our Operations team and type Globespan Cancellation Required into the email Subject line. The operations team will then call you to process this.
Q.	Are flight only bookings ATOL protected?
A.	We are fully ABTA (W8361) and ATOL (0020) bonded - including flight only. For further information please visit the Holiday Information page
Q.	Why are you asking for passport numbers, dates of birth and nationality when booking flights with certain airlines to selected destinations?
A.	Due to security measures from the UK Government, airlines are required to provide advance passenger information (API or APIS). API requires Passport or valid photo ID information to be obtained prior to travel, this includes: nationality, date of birth, passport number, country of issue, issue date and expiry date. Passengers who fail to provide APIS information will not be permitted to travel. It is the responsibility of the passenger to provide the correct information. Currently this information is required for Easyjet flights to: Spain, Cyprus, France, Germany, Gibraltar, Italy, Malta, Morocco, Netherlands, Turkey and UK and BMI Baby and Jet2 flights to all destinations. Therefore we are requesting information for these destinations only. Please click hereto provide this information to us. Please note: If you fail to provide this information prior to travel with BMI Baby you will be charged by BMI Baby at the airport £5 per passenger per sector. You will need to go to the check-in desk to provide this information. This charge is non-refundable and flexibletrips will not be liable for any costs incurred. Please be aware that other airlines may also charge for failing to provide information prior to travel.
Q.	Some airlines charge for baggage, is the cost of hold baggage included in the price?
A.	When booking with airlines that charge for the carriage of baggage flexibletrips include the cost of one bag in the price.
Q.	What time should I check in for my flight?
A.	It is recommended that you check in for your flight at least 2 hours before departure. And for a long haul flight 3 hours before departure.
Q.	Are airline meals included in the price of my flight?
A.	Most scheduled airlines provide meals. However, they are not included in the price of any no-frills flight e.g Easyjet, BMI Baby etc. and they can only be purchased on-board. With the majority of charter flights this is also an optional extra which we do not include in the basic price. Please click here to find out if your airline includes meals. If you are travelling with a charter airline and wish to purchase an on-board meal then please call us on 0871 895 0072.
Q.	What is my baggage allowance?
A.	The minimum hold baggage allowance is 15 kgs, however some airlines do allocate more. Please click here to download charter, scheduled and low-cost airline information. Please note: all flight only bookings with Fly Thomas Cook or Thomas Cook Charter on and after 4th March 2009 have a 20kg allowance, any bookings made prior to this date will remain at a 15kg allowance.
Q.	What is my hand luggage allowance?
A.	Hand luggage allowance varies between airlines. Therefore, to check your allowance please click here to download information on airlines.
Q.	What is a direct flight?
A.	A direct flight may touch down en-route for re-fuelling, or to pick up and/or drop off passengers. In these instances you are not normally required to disembark and the flight is still considered to be a direct flight. Certain flights may require a disembarkation or change of aircraft en-route, in certain countries (e.g. USA) this may involve clearance of customs and immigration. Please ensure you have the appropriate passports and visa documents for any transit. For more information see the General section of FAQs.
Q.	What is a non-stop flight?
A.	A non-stop flight does not stop between the departure and arrival points.

Q.	Is flexibletrips fully ABTA and ATOL bonded?
A.	Yes, flexibletrips is fully ABTA (W8361) and ATOL (0020) protected. This provides cover for our customers for various situations. To find out more about ABTA and ATOL cover visit the Holiday Information page of the website.
Q.	I am based outside of the UK, can I make a booking on flexibletrips?
A.	Unfortunately flexibletrips is unable to accept bookings from customers based outside of the United Kingdom as we are not licensed to sell travel services in other countries. As flexibletrips is part of Thomas Cook Group plc, we can recommend the web sites of Thomas Cook companies based in France, Belgium, Germany, Poland or the Netherlands. To access these sites please use the links at the bottom of the Thomas Cook home page. Thomas Cook also has travel businesses based in Ireland, Canada, Sweden, Norway, Finland, Denmark, Czech Republic, Austria, Hungary, Egypt and India.
Q.	Is a rep service included?
A.	If you have any issues in resort, our dedicated team are ready to take your call on our 24 hour in-resort helpline. Please call +44 844 879 8140
Q.	What if my holiday details get changed?
A.	We will inform you of any changes to your holiday, if you have any questions regarding a holiday change then please contact Operations on 0844 879 8273 or click here to email.
Q.	What age is a passenger considered an infant/child/adult?
A.	This is dependant on the supplier and can differ for flights and accommodation. As a guidline an infant must be under 2 years of age on the return date of travel, a child 12 years and under.
Q.	What are the minimum ages to travel?
A.	If you are booking on the internet or over the phone the lead name on the booking must be a minimum age of 18. If you are 17 and travelling without an adult we will only allow you to book at a high street travel agent provided your parent/legal guardian is present and subject to you satisfying our suppliers conditions of travel. The parent/guardian will be required to sign the booking form in front of the travel agent and a contract will then exist between the parent/legal guardian and us.
Q.	Can you advise on passport and visa requirements?
A.	It is your responsibility to ensure that you have the relevant documentation to complete your journey. Please check with the passport office and the appropriate consulate/embassy for visa information. The following link may be useful www.ukpa.gov.uk

Q.	How will I know where to pick up my transfer on arrival?
A.	Holiday vouchers detailing your transfer will be sent to you 28 days prior to travel. For late bookings (made 8 weeks prior to departure) this will be sent automatically after the original booking was made. If you do not receive your holiday vouchers within the time periods detailed above please call our Admin department on 0871 895 0072.
Q.	What if I don't receive my holiday vouchers or details of my transfer are missing from the transfer voucher?
A.	If documentation is not received within the time periods detailed above please call admin on 0871 895 0072. When you receive documentation please check your transfer voucher carefully to ensure full instructions are included. If instructions are missing on where to pick up your tranfser please call admin on 0871 895 0072.
Q.	What will be included in my transfer instructions?
A.	Instructions can vary depending on which country and resort. Usually you will have to look for a board with the transfer company name or the passenger name, sometimes you may need to make your way to an office within the terminal building or a designated meeting point. The time given on your voucher usually matches the time that your flight arrives in resort and the transfer company arranges to meet this flight. A local telephone number is included in case of a query or emergency. Instructions also state that passengers must not leave the airport building before locating their transfer drive or representative and always gives a telephone number in case of emergency. please ensure you have our emergency in resort number for flexibletrips +44 844 879 8140 just in case you can not get through to the transfer company.
Q.	Do I need to reconfirm my return transfer?
A.	Passengers are usually instructed to call a local office 24-48 hours before your return flight to check what time the transfer vehicle is going to pick you up (telephone number is provided on your invoice). This cannot be decided beforehand as it depends on how many pick-ups there are for that particular vehicle and how long the journey takes. For this reason, the time shown on the transfer voucher is almost always 0.00. With some transfer companies it will state that pick-up times will be faxed to the hotel/accommodation and placed in your pigeon hole, alternatively, times may be posted in the reception area at your accommodation. On some occasions, when you call to confirm the time you will be given a confirmation reference and are instructed to have pen and paper at the ready. Please ensure your read your instructions in full before you travel, failure to comply with transfer instructions may result in problems for you and you may incur additional costs. Please call our 24 hour in-resort helpline on +44 844 879 8140 for any assistance with transfer arrangements whilst in resort.
Q.	What should I do if there is an issue with my transfer in resort?
A.	If you have any issues in resort, our dedicated team are ready to take your call on our 24 hour in-resort helpline. Please call +44 844 879 8140

Q.	Do I need insurance?
A.	Your protection is vitally important and we therefore strongly recommend you take out adequate Travel Insurance. You can do this by calling 0871 895 0072.

Q.	How much deposit must I pay?
A.	If your booking is made more than 12 weeks before the intended departure date, you must pay either:- (i) Packages - a deposit of £100 per person is required. (ii) Flight Only - the full fare, or (iii) For accommodation only a deposit of £25 per person or the full payment whichever is less or (iii) other components - if booked with accommodation these will be included within your accommodation deposit, if any component is booked without accommodation then the deposit will be £25 per person or full payment, whichever is less, or such other deposit as may be required by the supplier of the services for the arrangements in question. The balance of the cost of your travel arrangements must be paid within 12 weeks before the departure date. If your booking is made within 12 weeks of your intended departure date, the total cost of your travel arrangements must be paid at the time of booking.
Q.	When is my final balance due date?
A.	Final balances are due on your booking 12 weeks before departure, or at the time of booking if less than 12 weeks.
Q.	Are there credit card charges?
A.	Yes we do charge a credit card handling fee, which is 2.25%.

Q.	When will I receive my tickets?
A.	The majority of the airlines we use now issue e-tickets therefore no tickets are necessary. If tickets are needed these will be sent out about two weeks before departure.
Q.	When will I receive my documentation?
A.	This will be sent to you 28 days prior to departure, if you do not receive documentation please contact admin on 0871 895 0072.
Q.	What is an e-ticket?
A.	An E-Ticket is a reference created by the airline to allow you to travel, this is instead of traditional airline tickets.