I need to make changes to my booking...

  • How can I change my flight booking?

    A lot will depend on the terms and conditions that apply to your particular booking. It may well be that changes are not possible at all, but in some cases they will be.

    To find out what changes can be made, please access the My Booking facility on our web-site, and login using your flight booking reference number and name. You will then be able to raise a CSR (Customer Support Request). We will action your request within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

    Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day.; 6 p.m.

    (except baggage allowance changes - see below).

    Please note: Requests to add or increase baggage allowance on flights will be actioned within 7 days. However if your request to change your baggage allowance is for imminent travel within 3 days of departure, please telephone our Customer Support department on the above telephone number.

    Please note that we will charge an administration fee of AED50 to add or increase baggage after a booking has been made, in addition to any charges imposed by the airline.

  • How can I change my transfer booking?

    If you have been sent a FLIGHT TIME CHANGE for a tailor made holiday e.g., flight and transfer (where the times have changed), we will send a revised confirmation to your email address.

    If you have booked a transfer only after the confirmation invoice has been issued and you wish to change your booking in any way, we will inform your transfer provider of your request and will advise you if it is possible to make changes.

    Please note that it may not always be possible to make the changes.

    You will be asked to pay an administration fee of AED50, and any further cost we incur in making the change.

    You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible to make the changes.

    To request the changes, please access the My Booking facility on our web-site, and login using your transfer booking reference number and name. You will then be able to raise a CSR (Customer Support Request), advising us of the changes you require. We will then action your request within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

    Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

  • How can I change my accommodation booking?

    If, after the confirmation invoice has been issued, you wish to change your booking in any way, we will inform your accommodation provider of your request and will advise you if it is possible to make the changes.

    Please note that it may not always be possible to make the changes.

    Any changes to be made must be in writing from the person who made the booking.

    You will be asked to pay an administration fee of AED50, and any further cost we incur from the hotel provider.

    You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible to make the changes.

    To request the changes, please access the My Booking facility on our web-site, and login using your transfer booking reference number and name. You will then be able to raise a CSR (Customer Support Request), advising us of the changes you require. We will action your request within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

    Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours per day

  • How do I change my delivery/email address?

    If your delivery address / email address is wrong....

    To request the changes, please access the My Booking facility on our web-site, and login using your booking reference number and name. You will then be able to raise a CSR (Customer Support Request), advising us of the changes you require. We will then action your request within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

    Alternatively you may call our Customer Support department on 971 4 316 6666 which is open 24 hours per day

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I want to cancel my booking...

  • How can I cancel my booking?

    If your travel plans change and you must cancel your booking please do so at the earliest possible time as many products have strict cancellation and refund policies and in some cases are non-refundable (refer to your booking Terms & Conditions for full details). If you do not cancel in advance you may also incur a “no-show” fee in addition to any other supplier fees charged.

    If you wish to proceed with the cancellation, please either access your booking using the My Booking facility on our website, advising us of your specific requirements or you may call our Customer Support team on 971 2 652 1800 which is open 24 hours every day.

    Please see below the AMTS refund charges that are applicable IN ADDITION to any supplier cancellation fees:

    Action Charge(AED)
    Refund of Air Tickets 150
    Reissue of Air Tickets 100
    Revalidation of Air Tickets 50
    Refund of Hotel Booking 150
    Refund of Cruise Booking 150
    Refund of Cruise Booking 150
    Refund of Holiday Package (2+ products) Sum of individual refund charge components
    Refund of other Non-Air Products/Services 50 per product
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Specific FAQS for flight bookings...

    Things to know or organise before you get to the airport

    • Can I book extra legroom or upgraded seats?

      To find out if this is possible, we recommend you raise a CSR (Customer Support Request).

      Please access the My Booking facility on our web-site, and login using your flight booking reference number and name. You will then be able to raise a CSR (Customer Support Request), advising us of the changes you require. We will then action your request within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

      Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

    • Can I take sports equipment on the flight?

      Most airline allow items such as golf clubs, surf boards and skis, to be carried at an additional charge. This charge is usually reduced if you pre-book and in some cases, you may not be able to take additional sporting items at all if they are not booked in advance.

      To arrange the carriage of sports equipment etc., please access the My Booking facility on our web-site, and login using your transfer booking reference number and name. You will then be able to raise a CSR (Customer Support Request), advising us of the changes you require. We will then action your request within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

      Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

    • Do you need my passport number for the Advanced Passenger Information (API) scheme?

      New requirements state that airlines have to provide certain personal information about all travelers on their aircraft before the aircraft leaves the departure airport. This information is sometimes known as 'Advance Passenger Information' ('API' or 'APIS' data). In most instances this information is collected at the airport when you check-in, however for some destinations (example all flights to USA) it is mandatory to collect this information at the time of making your booking.

      Please call our Customer Support team on 971 4 316 6666 which is open 24 hours every day to clarify what is required

    • How do I check if airport is open during adverse weather conditions?

      Most airports have their own websites, and these searched online usually under the airport name in the destination country. Alternatively you may call our Customer Support team on 971 2 652 1800 which is open 24 hours every day.

    • How do I organise Specialist Assistance on the flight?

      In the first instance we strongly recommend that you contact our Reservations team to discuss the type of specialist assistance that you require before you book. Our experienced Reservations team will advise you on the next steps to be taken depending on the level of assistance you require.

      Please note that if you make a booking without checking with our Reservations department in the first instance, certain providers may refuse carriage and you may not be entitled to a refund.

      If you have already made a booking online or via our Reservations department and subsequently need assistance, please access the My Booking facility on our web-site, and login using your flight booking reference number and name. You will then be able to raise a CSR (Customer Support Request), advising us of the assistance you require. We will then contact the provider on your behalf and reply to you. Please note priority is given to urgent requests relating to bookings close to departure.

      Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

    • How much baggage can I take?

      The amount of baggage you can take is determined by two factors. Your flight provider and the airline they use, and the regulations relating to security.

      Your flight provider will advise the available baggage allowance at the time your booking is made or when they send out your e-tickets. The most likely baggage allowance will be 15 or 20 kg, but can only be confirmed by ticket.

      Low Cost Carriers charge for check-in baggage, which must be added at the time the booking is made, or before departure, to avoid higher charges.

      The security regulations regarding baggage can usually be found on the web-site of the airport you are departing from.

    • How much Hand Luggage can I take on board my flight.

      Because it varies depending on which airline you are flying with and which class of travel, we would suggest you refer to the web-site for the airline you are travelling with to confirm the size and weight restrictions that apply.

    • I would like to book meals or have a specific meal request.

      Scheduled airlines will include a meal on most flights (except for very short duration flights), though not all flights offer special meals (vegetarian, Muslim, infant etc.) A minimum of 24 hours’ notice is required for all special meal requests.

      Most LCC airlines have snack trolleys on-board however charge for all food and drinks, you will be able to pre-book meals for the flight from the LCC website.

      If you would like to check whether meals are included, add meals, or request a specific meal type (e.g., vegetarian meal), please raise a CSR (Customer Support Request) by accessing the My Booking facility on our web-site, and login using your flight booking reference and name.

      You will then be able to raise the CSR (Customer Support Request), advising us of your requirements. Please note priority is given to urgent requests relating to bookings close to departure.

    • What can I take in my luggage?

      The security regulations regarding baggage can usually be found on the web-site of the airport you are departing from and often guidance is also given on the airline web-site that you are travelling on.

    • Where do I get more luggage labels from?

      You can usually collect luggage labels at the airport when you check-in for your flight. Please ensure all luggage is labelled with your contact information in case it becomes lost during your travels.

    Things to know when you get to the airport

    • When should I arrive at the airport?

      We advise all passengers to arrive between two and three hours before departures for all flights. Flight check-in, security checks and immigration formalities take time and airlines have strict departure timings where passengers arriving late may be denied check-in or boarding of the aircraft.
    • Which terminal will I be flying from?

      Please check with the departure airport or airline web-site to determine which terminal your flight is departing from.

    Things to know when you land overseas

    • Can I book a transfer to the resort I am staying at?

      In many destinations we can organise a transfer from your arrival airport to the hotel or resort, by shuttle service, private taxi, or mini-bus/coach.

      Please either click on this link - Book a Transfer Online

      Or call our Customer Support team on 971 2 652 1800 which is open 24 hours every day.

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    Specific FAQs for hotel bookings...

      Accommodation vouchers

      • Accommodation vouchers

        If you have not received your accommodation voucher, please access your booking using the My Booking facility on our website and login using your accommodation booking reference number and name. You will then be able to print your accommodation voucher which you will need to present to the hotel.

        Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

        It may well be worth checking your Junk Mail folder in emails, to see if our email may have been placed in there by any spam filters you may be using.

      Things to know about your hotel...

      • Special Requests

        Any special requests that you make at the time of making your booking will be passed to your hotel however this is no guarantee that these will be fulfilled.

        If you did not make a special request at the time of your booking, please access the My Booking facility on our website, and login using your accommodation booking reference number and name. You will then be able to raise a CSR (Customer Support Request) to make your request. We will then pass this to the hotel provider within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

        Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

      Things to know about your hotel booking...

      • Are flights included with my hotel booking?

        No. You will need to make a separate flight booking, or use the tailor made option which will offer you a price for a flight/accomodation and transfer.
      • Can I book a transfer to my hotel?

        We can organise a transfer from your arrival airport to resort, by shuttle service, private taxi, or mini-bus/coach.

        Please either click on this link - Book a Transfer Online

        Alternatively you may call our Reservations department on 971 2 652 1800 which is open 24 hours every day

      • I have called the hotel and they do not have a booking for me. Why?

        Our accommodation providers hold allocations at hotels and usually provide names approximately one to two weeks before departure.
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      Specific FAQs for transfer bookings...

        Where do I collect my transfer from?

        • Where do I collect my transfer from?

          Details can be found on the transfer voucher that we emailed or posted to you.

          If you have any questions regarding this, please access the My Booking facility on our web-site, and login using your transfer booking reference number and name. You will then be able to raise a CSR (Customer Support Request) to request additional information. We will action your request within the next 3 business days. Please note priority is given to urgent requests relating to bookings close to departure.

          Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

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        Tickets or vouchers not yet received...

          • No tickets for flight booking

            If you have not received your e-ticket/s or flight confirmation email, please access your booking using the My Booking facility on our web-site and you will see the option to ‘Print Your Flight Booking Receipt’ or you may raise a Customer Support Request, asking for your e-tickets to be emailed to you . Alternatively you may call our Customer Support team on 971 2 652 1800 which is open 24 hours every day.

            It may well be worth checking your Junk Mail folder in emails, to see if our email may have been placed in there by any spam filters you may be using.

            Please note that airlines require ALL passengers to carry their ticket documentation.

          • Where is my accommodation voucher?

            If you have not received your accommodation voucher, please access your booking using the Manage Your Booking facility on our website and login using your accommodation booking reference number and name. You will then be able to print your accommodation voucher which you will need to present to the hotel.

            Alternatively you may call our Customer Support department on 971 2 652 1800 which is open 24 hours every day

            It may well be worth checking your Junk Mail folder in emails, to see if our email may have been placed in there by any spam filters you may be using.

          • Where is my transfer voucher?

            This can be quickly resolved by using the My Booking Facility on our web-site.

            Click on this link My Booking and login with your transfer booking reference and name.

            Once logged in, you will see the option to print your transfer voucher. Please print the voucher and take it with you on holiday.

            It may well be worth checking your Junk Mail folder in emails, to see if our email may have been placed in there by any spam filters you may be using.

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