Supplier queries
Supplier FAQs
When you talk about 'suppliers', what do you mean?

We’re an online travel agent, so the holidays we sell are provided by a combination of different suppliers, or service providers, who run everything from flights and hotels to excursions and car hire. This does, unfortunately, mean that sometimes there might be changes to your holiday plans that are out of our control. These are classed as either ‘insignificant’ (which have a small impact on your holiday) or ‘significant’ (which can include changes to the holiday you’ve booked). Whatever the level of change, we’ll let you know as soon as we can. And, of course, we’ll do everything we can to make sure you still have an amazing holiday to look forward to!

Are there different terms and conditions for each supplier?

Yes, there are, and they apply alongside our own terms and conditions. Please see the supplier terms and conditions FAQs for details of how to find your supplier terms and conditions.

What does ‘insignificant change’ mean?

This could affect anything from your flight time (changes of less than 12 hours are classed as insignificant) or aircraft type, right down to your hotel. If your accommodation needs to be switched, this is usually to a similar or better property. We’ll also let you know if there are any changes to carriers or the services at your hotel.

What’s a ‘significant change’?

Significant changes are where the supplier has to make a larger change to any service that’s already been confirmed. This could have a major impact on your flight time (a change of more than 12 hours), departure airport (except those within one of the airport groupings, such as London airports), or your resort if you need to be moved to another place within the same destination.

Sometimes, you may have to be moved to a different hotel or room type to the one you originally booked. This could happen for a number of reasons and may mean staying at a hotel with a lower rating or a downgraded room. Other changes to accommodation that are classed as significant include a major facility being removed/significantly reduced, or a change to your board basis.

If there’s a significant change, how much notice will I have and what are my options?

We’ll tell you as soon as we’re made aware of any changes, but please be aware that this could happen at any point after your holiday’s been confirmed. If there’s enough time before your departure, we’ll offer you the choice of a) accepting the change or b) rejecting the change and terminating your multi-contract package as well as receiving a full refund. You must tell us what you'd like to do regarding your booking within 48 hours. If we don't hear from you within 7 days, we’ll assume that you’ve accepted the change.