Frequent Questions

Frequently Asked Question Categories:

General
Online Bookings
Health & Insurance
Booking & Payment
Visa & Passport Requirements
Luggage & Check-in
Flight & Accommodation



General

Q: How can I find out if it is safe to travel to a particular country?
A: Check the FCO Travel Advice regularly. It is updated continually. The best way to access it is via the FCO website.

Q: What are allocated on arrival skiing holidays?
A: Allocated on Arrival means that the standard of accommodation and board basis are guaranteed, but the accommodation is allocated on arrival by the holiday company. These holidays are ideal for people who want to book late and who are flexible, but not appropriate if you want to be in a specific location  (e.g. near the piste/resort centre) or require your accommodation to have certain features. (e.g. swimming pool, no steps). When this type of late holiday is booked, you should be familiar with the Operator's extra conditions, which normally include a baggage allowance of 15kg per person.

Q: How do I find out more about directline skiing?
A: To find out more about directline skiing click here.

Q: Do you sell city breaks?
A: Yes, visit directline citybreaks to find out more.

Q: Do you sell beach holidays?
A: Yes, visit directline holidays to find out more.

Q: Do you sell skiing holiday insurance?
A: We can provide a low-cost travel insurance policy. For details of the cover, click here.

Q: Do you provide holiday car hire?
A: Yes, to find out more about car hire click here.

Q: How do I keep up to date with deals at directline skiing?
A: Subscribe to our monthly newsletter from the homepage. Click here for a preview of the newsletter. Our RSS holidays feed can also provide you with a regular stream of the latest holiday offers and destination reviews.

Q: How do I keep up to date with news at directline skiing?
A: Read directline holidays news for a list of our press releases. Also subscribe to our RSS feed to provide you with a regular stream of the latest ski holiday offers and destination reviews.

Q: Are you connected with directline insurance?
A: No. Please note that we are not connected in any way with Directline Insurance plc.

Q: How do I submit a ski holiday review?
A: Choose your destination and click on ‘Add your review' to the right of the page. Alternatively, view other customer reviews and add your own through the 'reviews' tab on destination pages.

Q: How do I find out more information on the ski resort I am going to?
A: To find a guide to your skiing holiday destination, find it from the Ski Resorts page and view a general guide to the resort itself, piste information, resort facilities, things to do, snow conditions and even other customers reviews.

Q: Do I need to tip on holiday?
A: People providing a service on holiday often expect a tip as in many cases they can form up to 80 per cent of their wage. These include bar and restaurant waiters, taxi drivers and other services at your accommodation. The amount to give varies from country to country but generally, anything from 5 - 15% is acceptable.

Q: Will I get a cheap ski holiday if I book late?
A: During peak season you'll find that cheap late deals are almost impossible to find and the best deals have already been taken by those who have planned ahead. However, if you keep an eye on prices and keep your destination and travelling dates flexible, you can make substantial savings.

Q: What are ABTA / ATOL?
A: ABTA, The Association of British Travel Agents, is the organisation which represents UK travel agents and tour operators responsible for the sale of around 90% of all package holidays and approximately 45% of independent travel arrangements. directline skiing is a fully bonded member of ABTA so your money is protected. View more ABTA information.

ATOL is a protection scheme for flights and air holidays, managed by the Civil Aviation Authority (CAA). All skiing holidays sold by directline skiing, which includes air travel are ATOL protected by the Civil Aviation Authority. View more ATOL information.

Q: What is a Tour Operator?
A: A tour operator combines different components to create a holiday. The most common example would be a flight on an airline, including a transfer from the airport to a hotel and the services of a local representative, all for one price.

Online Bookings

Q: How do I know that I have booked?
A: Once you complete the online booking process and have confirmed your booking, you will receive a confirmation email to the email address you entered in the payment details section. This will contain the details of your holiday, including the costs and the reference number.  If you need another copy of your booking confirmation please email us with your reference at admin@directline-holidays.co.uk

It is important that you check all the details on your confirmation carefully, particularly that the names are correct.  If you find that there is an error please email to admin@directline-holidays.co.uk quoting your reference number and detailing the error.

Q: When will I receive my tickets?
A: If your booking is made on a charter flight you can expect to receive your tickets for travel 7 days before departure.  If you are booked with a no-frills or scheduled airline you will have booked an e-ticket which means that you only need your passport and booking reference to check in.

Flight details are not guaranteed and you should check on the day before travel with your airline, and/or the airport you are travelling from in case of changes to your flight.

Q: What are the in flight meals/baggage allowance
A: In most cases you will have been given the option of adding in flight meals and where appropriate adding extra baggage allowances.  Should you wish to add either of these items on later, please email us at admin@directline-holidays.co.uk with your reference number and we will confirm whether this is possible and the costs of doing so for you.

Q: What if I want to change an aspect of my holiday?
A: Make sure you check your confirmation email and tickets carefully when you receive them. If you need to contact us to amend any booking details, including changing names, please do so as soon as possible on admin@directline-holidays.co.uk. It may not be possible to make the change you are requesting and there will be a fee to make any changes.
 
Q: Can I cancel my holiday online?
A: No, this isn't currently possible. If you need to cancel your booking, please email us at cancel@directline-holidays.co.uk. Tour operator cancellation charges will apply. You will be advised of the charges before we make your cancellation. We cannot accept cancellation of a booking without written email confirmation.

Q: What do I do if the details on my tickets are incorrect?
A: In the case of ticket detail queries please contact the call centre at admin@directline-holidays.co.uk as soon as you receive your tickets.

Q: Which terminal at the airport?
A: If you are unsure of which terminal your flight departs from please check the website of the airport you are travelling from, which you can find via a search on www.google.co.uk .

Q: What if my question hasn’t been answered?
A: If these FAQ’s do not answer your query, please check for further information at http://www.directline-holidays.co.uk/faqs.cfm.

If you need to contact us please email us at admin@directline-holidays.co.uk  or if your booking departs within 7 days call us on 0870 300 8 335

Q: How long will it take to get a reply to my email?
A: We will endeavour to respond to your email within 48 hours, however in peak periods this may take longer.

Q: When can I contact Customer Services?
A: Customer Services is open Monday to Saturday 0900 - 1700 (The best times to call is between 11a.m. and 4p.m). For emergency calls from overseas call +44 20 8239 7722

Health & Insurance

Q: Should I take out insurance before travelling?
A: Yes! It is extremely important that you take out adequate insurance even for short trips or visits to Europe. The travel insurance policy we provide is an excellent low-cost scheme which comes with a price guarantee. It is important to take this out at the time of booking so that you are adequately covered in the event of cancellation (subject to reason). Most tour operators make it a condition of booking that you have adequate cover. NB, Travel Insurance may only be booked in conjunction with travel arrangements made through us. Please note that we are not connected in any way with Directline Insurance plc.

Q: What are the E111 & EHIC forms?
A:  The E111 form is no longer valid. You will now need a European Health Insurance Card (EHIC) to receive free or reduced cost of healthcare when visiting certain European countries. We strongly advise you to obtain an EHIC application from the Post Office before travelling on holiday.

Q: Do I have to have medical insurance if I am travelling to the EU?
A: We do advise travellers to take out insurance even if they are travelling to the EU. Although emergency treatment for EU citizens is available in all EU countries, it is not always completely free.

Q: Who pays if I need to be hospitalised overseas or flown back to the UK?
A:  If you have proper insurance, the insurance company should pay such fees. If not, the cost will fall to you or your relatives and friends.

Q: What should I do to stay healthy overseas?
A: Check what vaccinations you need with your GP at least six weeks before you travel. Make sure that any medication you need to take is legal in the country you are travelling to and take the prescription with you.

Q: Can I fly if I am pregnant?
A: Different airlines apply different rules to women who wish to fly during pregnancy. Some airlines may only allow travel up to the 28th week. It may be a requirement to have a note from your doctor confirming that you are fit to fly. Please ensure you have adequate insurance cover for your holiday as many policies only cover up to the 28th week. Please check your travel insurance policy for any restrictions which apply to travelling whilst pregnant.

Q: Will I be given wheelchair assistance?
A: Please let us know as soon as possible if you need assistance. We need to inform the airline about your needs at least 14 days before departure, to make sure all the necessary personnel and equipment is to hand.

Q: What is DVT?
A:  A deep vein thrombosis (DVT) is a blood clot (thrombus) that develops in a deep vein, usually in the lower leg. Deep vein thrombosis can cause pain in the leg and can potentially lead to complications. There is evidence that long haul flights (flight lasting four hours or more) may increase the risk of developing DVT. The risk is a result of prolonged immobility, which can happen during any form of long distance travel, whether by car, bus, train or air.

If you feel you are at high risk of developing a DVT you should seek medical advice. Although the added risk of developing a DVT caused by long haul travelling appears to be low, it can be reduced even further by taking some preventive measures.

Wherever possible, you should:

• Exercise your legs at least every 2-3 hours - try to walk up and down the aisle of the plane.
• Wear loose-fitting clothing
• keep hydrated by drinking water rather than alcohol and caffeinated drinks

If you develop swelling or pain in your leg, or have breathing problems after travelling, you should seek medical advice urgently.

Q: Is it safe to drink tap water on holiday?
A: Most skiing holiday resorts (especially in Europe) have a very high level of water quality. But if you're not sure, It is recommended that you do not use tap water for drinking, cleaning your teeth, making ice, adding to drinks or washing food that will not be cooked. Bottled water is readily available in most resorts but ensure it has been purchased from a reputable source and the seal on the bottle is intact.

Q: Is it safe to eat foreign food?
A: It is advised to introduce yourself gradually to any exotic food. It is always wise to take a number of food safety precautions:

• Ensure that hot meat products are thoroughly cooked and piping hot before eating
• Wash and rinse raw food preparation and storage utensils in hot water before using them for cooked foods preparation.
• Ensure all foods are protected from birds, flies and other insects.

Q: What should be in my first aid kit?
A: Try to include a few essential items in your luggage. Even the most basic first aid kit should include plasters, antiseptic cream, prescribed medication, cotton wool, and sun block.

Q: Is there a risk of rabies abroad?
A: Strict quarantine laws exist with regard to the import and export of animals. Rabies is a serious hazard and can be contracted from all sorts of animals both wild and domestic. If you think there is any possibility that you have been infected consult a doctor immediately.

Q: What immunisations do I need?
A: Many countries have widely different immunisation entry requirements - it is best to consult your travel agent or GP well before departure to ensure that you fulfil these.

Q: Can I still get sunburnt on a skiing holiday?
A: Always take precautions against the strength of the sun on a skiing holiday. At altitude, and with the reflection off the snow, the sun's rays can cause damage very quickly. Always, always wear sunglasses, even when the sun is not shining. Apply sunscreen, apply it thickly and keep applying it (you can still burn though cloud cover). Putting on factor 40 once in the morning will not protect you from burning. Reapply every couple of hours.

Q: What factor sunscreen do I need?
A: It is advised to choose one that says it protects against both UVA and UVB radiation from the sun. This may be labelled ‘broad spectrum'. The SPF (sun protection factor) tells you the amount of protection the sun cream gives against UVB radiation. It is recommended to use factor 40 in the morning and to reapply every couple of hours. Generally cheaper sun blocks are just as effective as expensive one as they are all tested in the same way. Although it is important to check the ‘use by' date, most creams last around 2-3 years.

Sun block guide:

Factor 15 - only 7% of the harmful UVB rays will get through
Factor 30 - only 4% of the harmful UVB rays will get through
Factor 60 - only 2% of the harmful UVB rays will get through

Booking & Payment

Q: What are tickets on departure (TOD)?
A: A Ticket on Departure (TOD) is issued if you are travelling within 14 days from the booking date. These tickets will have to be picked up from the airport at the appropriate operator's desk.

Q: How will I receive my tickets if I am booking late?
A: Tickets issued for skiing holidays booked within 14 days of departure are to be picked up from the airport at the appropriate operator's desk.

Q: What's included in the price of a holiday?
A: As a general rule, a holiday includes return flights (and airport taxes), the stipulated accommodation, and transfers. If transfers are not included in the holiday price, you will be informed during the booking process and given the option to add on car hire or transfers as extras through Holiday Taxis.

Q: Are there any 'additional' charges?
A: We try to include all taxes, supplements and surcharges in the price you see on every part of the website. However, we depend on the tour operators, hotels and airlines to provide us with accurate information, which can change from minute to minute. For the price you'll actually have to pay just click ‘full quote' on the ‘more details' page or ‘buy' on your search results. If we can't do this online, we should be able to do this over the phone. Contact us.

Q: How do I pay?
A: We accept payment by Delta, Switch/Maestro, MasterCard, Visa and American Express. All bookings made online require full payment at the time of booking.  Bookings made by email or telephone with our travel consultants require full payment at the time of booking for skiing holidays departing within 10 weeks.  If you make your booking more than 10 weeks prior to your departure date you will be required to pay a deposit. Cleared funds of the full payment of the remaining balance will be required 10 weeks before departure at the latest.

Q: Do you charge a booking fee for credit/debit card payments?
A: We accept payment by Delta, Switch/Maestro, MasterCard and Visa. Customers choosing to use credit cards as a method of payment will be subject to a small handling fee. We do not charge a fee for bookings made with either Electron or Solo and only charge a small fee for other debit cards. Please see below for full details:

• Electron = Free
• Solo = Free
• Visa debit cards = 1%
• Maestro debit cards = 1%
• Credit cards = 2.25%

Q: I don't have all the money now, do you offer part payment? Credit or deposit schemes?
A: Yes in many circumstances we can offer a deposit/part payment scheme. These are only available over-the-phone. Contact us.

Q: When can I expect to receive my tickets?
A: You can expect to receive your tickets 7-10 days before departure. For bookings made within two weeks of departure most operators arrange for you to collect your tickets at the airport, for which a separate charge is payable.

Q: What do I do if I have a question after I have booked my holiday?
A: For all questions concerning payment of your existing holiday, please ring 020 8239 3322. For any other enquiries regarding existing bookings, please call our Customer Services on 0870 300 8 335 and quote your booking reference number.

Q: What is your privacy policy?
A: If you would like to find out more about the information we hold about our customers, how it is stored and how it is used, please view our Data protection, Privacy Policy and Marketing Statement.

Q: How do I cancel / amend my holiday booking?
A: For information on how to cancel or amend your holiday, visit Amendments and cancellations.

Why have I not yet received my tickets?
A: Click here for information on Ticketing.

Q: Are transfers included?
A: Transfers may be included, although this is dependent on which operator you are travelling with. Details will be given to you upon booking your skiing holiday. Click on the following links for competitive rates for transfers and car hire.

Visa & Passport Requirements

Q: How do I know if I need a visa?
A: Visas are required by British citizens for a number of our destinations. It is your responsibility to ensure that you have the correct travel documentation. Visas may be required for entry into non-EU countries. Information about visa requirements may be found by accessing individual country pages on the Foreign and Commonwealth Office website.

Q: What do I need to check on my passport?
A: It is important that the name(s) and initials on your flight tickets exactly match those on the passports of everyone in your party. Make sure you have a full passport which is valid until through the duration of your holiday. Many countries insist you have 6 months remaining after your return date. If you have any doubts about the validity or condition of your passport please contact the Passport Office on 0870 5210410 (calls charged at national rate).

Q: How do I apply for a passport?
A: If you need to obtain a new passport you should do so in good time. It normally takes about 4 weeks to obtain a passport by post, but this time may vary depending upon which passport office you apply to and the time of year. The Passport Office gives further information on a recorded message on 0870 5210410 (check your operator charges). Alternatively, check out the Passport Office website where you can apply for a passport online.

Q: Do my children need passports?
A: Since 5 October 1998 children under 16 have been required to hold their own passport. Children already included on a parent's passport are not affected by this change and can continue to travel on these passports until they reach the age of sixteen or when the passport expires.

Q: I am not a British citizen, do I need a visa?
A: If you are not a British citizen you should consult the Embassy of the country of destination, and the Home Office Immigration Department to check whether you require any special documentation for the countries you are visiting or for return.

Luggage & Check-in

Q: What is Advanced Passenger Information (API) all about?
A: The collection of Advanced Passenger Information (API) is a requirement from specific countries, which involves collecting passenger information from those entering the country. Collecting API is a very simple process and when carried out at check-in involves passports being swiped through a special machine which collects the relevant data. Customers should not notice any difference at check-in, and contrary to media reports, delays are not anticipated as a result of this new process being implemented.

Q: What documentation will I need to take with me?
A: It is your responsibility to have a valid passport and an appropriate visa for your holiday. You may be refused travel if you do not possess a valid passport, correct visa and entry permit. Please check you have everything before you leave for the airport!

Q: What is the baggage allowance?
A: The baggage allowance is normally 15 or 20kgs (44lbs) for each person. Your baggage will be weighed when you check-in. Single items of luggage weighing over 23kgs will not be accepted by the airline and you will be required to re-pack. Families sharing suitcases should ensure no one piece of luggage exceeds 23kg. The baggage allowance may vary depending on the airline or flight. Please check your tickets for correct details.

Q: What is the baggage allowance for children?
A: Infants under the age of two on the date of your return flight do not have an allowance. However, prams, buggies and car seats etc are accommodated by most airlines at no additional cost. If you have any queries it is important to check with the airline you are flying with, or alternatively contact our Customer Services on 0870 300 8 335.

Q: What hand luggage can I take on board?
A: Only one small piece of hand luggage per person weighing under 5kgs (11lbs - maximum size 45cm by 35cm by 20cm) may be taken on board the aircraft. Some items are prohibited from hand luggage because of security reasons.

Q: Will I be charged extra for excess baggage?
A: If you exceed your baggage allowance you may have to pay excess charges. The excess baggage charges will have to be paid at check-in.

Q: What happens if my baggage is stolen / lost / damaged?
A: If this happens, you must report any lost or damaged baggage to the airline's handling agent at your arrival airport. You will be given a form to complete. If you need to claim for damaged or lost luggage, you will need to send a copy of the form to your travel insurance company within 21 days of the receipt of your baggage.

Flight & Accommodation

Q: Will all accommodation facilities be available all year round?
A: Some accommodation facilities will only be available during peak skiing season months.

Q: What do self catering skiing holidays include?
A: Self-catering means that no meals are included in the cost of your accommodation / ski holiday package, but you will be provided with catering facilities in your accommodation to cook light meals. Find out more about our self catering skiing holidays.

Q: What do half board skiing holidays include?
A: Half-board means that your breakfast and evening meal is included in the price you have paid for your accommodation / skiing holiday package. Find out more about our half board skiing holidays.

Q: What do bed and breakfast skiing holidays include?
A: Bed & breakfast skiing means that breakfast is included in the price you have paid for your accommodation / skiing holiday package. Find out more about our bed and breakfast skiing holidays.

Q: What do all inclusive skiing holidays include?
A: All-inclusive means all meals and drinks are included (This may vary depending on the accommodation). You may also be entitled to entertainment laid on by your hotel. Find out more about our all inclusive skiing holidays.

Q: What do room only skiing holidays include?
A: Room-only means that no meals will be included in the price you have paid for your skiing holiday package and it's very likely there will be no facilities for cooking.

Q: Can I take liquids on board the plane?
A: Within your hand baggage you may carry: Small quantities of liquids only if:

• They are in individual container(s) no larger than 100 millilitres (3.5 fluid oz).
• The container(s) are carried within one transparent re-sealable or zip-top plastic bag with a capacity not exceeding 20cm x 20 cm or 8 inches x 8 inches or one litre capacity. Customers will be responsible for providing their own re-sealable plastic bag.
• The contents of the plastic bag must fit comfortably, are easily visible, are not packed on top of each other and the bag is completely closed.

For a guide to the security requirements for all passengers departing from UK airports and advice that will help passengers pass through the security search point as quickly as possible please view Airport Security from the Department for Transport. 

For additional up to date information on security issues and regulations please visit the British Airports Authority (BAA) website.




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