CUSTOMER CARE DEPARTMENT
Should you have a need to speak to us, we would firstly advise you read the below in addition to our Frequently Asked Questions which covers most customer queries.
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If you still need to speak with our Customer Care Team after viewing our Frequently Asked Questions, simply call 0330 124 0424
Frequently Asked Questions
We understand there is confusion regarding entry requirements for many destinations and for your convenience please Click Here click here to view relevant links which will hopefully simplify this for you.
The online order system is not a live booking system. The orders processed are on a request only basis. Once the order is received by our office, it is checked by an agent with our various suppliers, brokers and airlines to check all elements are available and that there is no price discrepancy.
Should we not be able to honour the booking for any reason, e.g., cost and/or availability discrepancy, we will inform you to offer any suitable alternatives, which are then up to you to accept or decline. In these cases no payment is taken unless you agree.
Unfortunately, once your booking is confirmed our sales agents will no longer be able to assist with any questions or queries that you may have. You should be able to find the answers to most of your questions below. If you have any other questions not relating to the below, please contact our customer services enquiry line.
All amendments are subject to the suppliers’ and our terms and conditions. In order to request a change you will need to send us an email to email@example.com. Please include your booking reference and the change you are wishing to make. Please allow us 5 working days to respond to the request and advise you of any additional charges. Amendments and cancellations must be emailed and cannot be handled over the phone.
Please note that all amendments will incur a £50.00 per person administration charge, plus any supplier charges.
All airlines offer a free cabin baggage allowance. The weight varies from airline to airline. This information can be easily found on the airline’s own website. Our online system does not permit the addition of checked bags prior to submission. Your travel voucher and booking confirmation will show if checked bags are included. The addition of checked bags will incur a cost, unless otherwise advised.
All airlines will allow you to pre-book your seats / Inflight meals once the booking is paid in full. Please note some airlines do charge for these services. This information will be available once you login to the airlines direct website using the airline check in reference locate on your final travel documents under the aeroplane logo.
In order to cancel, you will need to be the lead passenger and have your booking reference to hand. You can find this on your final travel documents. Your cancellation options will depend on the type of holiday you have booked. Please email us at firstname.lastname@example.org. On occasion our customer services team may be able to offer a date change or a name change for a nominal fee.
WE RECOMMEND THAT TRAVEL INSURANCE IS TAKEN IMMEDIATELY ON BOOKING TO ENSURE COVER FROM DATE OF CONFIRMATION. PLEASE DO NOT DELAY IN OBTAINING THIS OR WAIT UNTIL THE DAY BEFORE TRAVEL. PLEASE ENSURE YOU DECLARE ANY PRE-EXISTING MEDICAL CONDITIONS TO YOUR TRAVEL INSURANCE COMPANY TO ENSURE YOU ARE FULLY COVERED.
All payments must be made online at https://www.holidaygems.co.uk/mybooking/manage. You will need your booking reference, which is located on your final travel documents, along with your surname and date of travel. Please note that if you wish to make a payment via the telephone with one of our agents, there is a £15.00 processing fee.
Most airlines operate on a ticketless basis. However, if you provided an email address at the time of booking, your final travel documents will have been emailed to you within 72 hours of confirmation. On the document titled your tickets, you will see under the aeroplane symbol an airline check-in reference. This is the reference the airline will use for your travel party. If you did not provide an email address at the time of booking and paid for your tickets to be posted to you, then these will be dispatched 7-10 days prior to departure.
Some package tour operators do not issue tickets until 2 weeks prior to travel. These include Thomson Holidays, Olympic Holidays, Jet2 Holidays, Balkan Holidays and Red Sea Holidays. These tickets will be dispatched no later than 7 days before travel.
To check if you are travelling with any of the above operators we ask you to refer to your ATOL certificate where the ATOL provider will be displayed.
If you wish to receive your documents via the post, then please note a charge may be applicable.
It is advisable, where possible to use the airline’s check-in facility and print off any applicable boarding passes prior to departure, as failure to do will result in charges at the airport. We have tried to make this as easy as possible for you by including the direct airlines’ check in processes.
Please click on the link for how to check in online with your airline. As a minimum you will always require your Airline check in reference. This can be located on your travel voucher under the aeroplane symbol and titled airline check in reference. You may also require your date of travel, lead passenger name and email address you provided at the time of booking. If you are travelling with RYANAIR, the email address you will need to check in online will be emailed to you within 5 days of you receiving your final travel documents. Please note it is your responsibility to print out ALL applicable boarding cards for ALL passengers travelling. If you are unsure of the airline you are flying with please refer to your travel voucher. The name of the airline is displayed to the side of the aeroplane symbol. Please remember to check all flight sectors as your flight carrier may differ on all sectors. You will be required to check in on all individual airline sites if you are flying with more than one carrier.
AIR ARABIA – Please click link: https://www.airarabia.com/en/check-in-online-sita
AIR ASIA - Please click link: https://www.airasia.com/check-in/en/gb
AIR MALTA - Please click link: https://www.airmalta.com/information/check-in/online-check-in
BRITISH AIRWAYS – Please click link: https://www.britishairways.com/travel/olcilandingpageauthreq/public/en_gb?eid=104511
BLUE AIR - Please click link: https://www.blueairweb.com/en/gb/checkin-engine/
EASYJET – Please click link: http://www.easyjet.com/en/help/booking-and-check-in/check-in
EMIRATES – Please click link: https://www.emirates.com/us/english/manage-booking/online-check-in.aspx
ETIHAD – Please click link: https://www.etihad.com/en-us/before-you-fly/check-in-online/
FLYBE – Please click link: https://www.flybe.com/check-in
JET2.COM – Please click link: www.jet2.com/check-in
RYANAIR – Please click link: https://www.ryanair.com/gb/en/check-in
TUI/THOMSONFLY – Please click link: https://www.tuifly.be/en/online-check-in
WIZZAIR – Please click link: https://wizzair.com/en-gb/information-and-services/booking-information/check-in-and-boarding#/
NORWEGIAN AIR – Please click link: https://www.norwegian.com/uk/travel-info/check-in-and-boarding/online-check-in/
VUELING – Please click link: https://www.vueling.com/en/vueling-services/check-in-online
VIRGIN ATLANTIC – Please click link: https://www.virginatlantic.com/PCCOciWeb/findBy
It is mandatory with many cruise lines to check-in prior to departure and it is your responsibility to do so with the cruise line directly prior to travel, most cruise lines allow you to check-In online and access your e-tickets within 21 days of departure. This must be completed at least 72 hours before departure. Completing web check-in does not guarantee any form of priority during embarkation. You must use the same identity documents which you have given online that you will use on embarkation day. Information required; Full names, Date of Birth, Passport Information, UK Address, Your Phone Number & Email Address, Emergency Contact Name & Phone Number & travel Insurance Information They will be checked at the cruise terminal and before boarding the ship.
Benefits of checking in online: You maybe be able to add on or enhance drinks packages, specialty restaurants, spa facilities & shore excursions in advance of boarding your ship (costs and additional services vary per cruise line). For information on how to check in online with your cruise line, please select the relevant link below. As a minimum, you will always require your cruise reference number. This can be located on your travel voucher under the boat symbol and titled Confirmation No. You may also require your date of travel, lead passenger name and email address you provided at the time of booking.
As a reminder, Cruise insurance is compulsory, you may be refused boarding by the cruise line if you do not take adequate insurance cover.
- MSC Cruises
- Norwegian Cruise Line
- Virgin Voyages
- Princess Cruises
- P & O Cruises
- Celebrity Cruises
- Royal Caribbean
- Celestyal Cruises
- Azamara Club Cruises
- Marella Cruises (TUI)
- Scenic River Cruises
- Star Clippers
- Carnival Cruise Lines
- Holland America
- Ambassador Cruise Line
- Fred Olsen
- Regent Seven Seas
Your airline reference can be found on your travel voucher under the aeroplane symbol. It will be titled airline check-in reference.
Your hotel confirmation number can be found on your travel voucher under the bed symbol. It will be titled confirmation number. You will also see in this section the room type you have booked, along with the board basis.
Your transfer confirmation reference number can be found on your travel voucher under the 2 arrow symbols. It will be titled confirmation number. Your arrival and departure instructions will also be displayed under the confirmation number.
If you have booked a package holiday with HolidayGems, transfers will be updated to match any new flight details confirmed to yourself. If you have flights booked with Ryanair as part of your package holiday, all flight change emails will be sent directly to the email you provided us with at the time of booking. In this case you must email email@example.com to advise us of the new flight details so that these can be updated on your behalf. Please include your booking reference, which is located on your final travel documents, the lead name and date of departure. Please note that it is your responsibility to ensure that updated flight information is given to us prior to travel. Failure to do so may result in your transfer not being provided, for which we will accept no liability. If you have only booked accommodation and transfers with HolidayGems.co.uk, it is your responsibility to ensure that you provide us with the updated flight information at least 5 days prior to travel to ensure we have enough time to update the transfers. Please email firstname.lastname@example.org to advise us of the new flight details so that these can be updated on your behalf. Please include your booking reference, which is located on your final travel documents, the lead name and date of departure. Please note it is your responsibility to ensure that updated flight information is given to us prior to travel. Failure to do so may result in your transfer not being provided, for which we will accept no liability.
In order to obtain the inbound pick-up time for your transfer, you will need to contact the supplier directly as they do not provide us with these details. Please use the telephone number provided on your travel voucher. You will need to contact the transfer company at least 48 hours prior to your return travel date.
Certain countries/cities impose additional taxes and charges such as a tourist or city tax, or compulsory resort fees. These additional fees are payable directly to your accommodation and is for maintenance of local facilities and services. These taxes cannot be collected by us in advance. You are responsible for paying these taxes/charges locally prior to checking out and they are subject to change by the overseas governments. Unless otherwise stated, they are not included in your booking. We accept no liability for these taxes or charges.
The information for all countries can be found on the Foreign & Commonwealth Office (FCO) website, www.fco.gov.uk. Airlines and tour operators will usually use the guidelines of the FCO regarding travel to and from particular countries. The website will also advise you of any warnings that may have been issued.
The FCO website has a host of information about the country you will be travelling to abroad.
All passengers must have at least 6 months of validity on their passports from date of return. You may also require a visa or inoculations for the destination you are travelling to. This information can be found on the relevant country’s embassy website.
You may need a visa to pass through certain countries (especially USA) in transit to your chosen destination. Failing to obtain a visa prior to travelling may result in you being refused entry to the transit country and missing your onward flight.IT IS YOUR RESPONSIBILITY TO CHECK WITH THE EMBASSY/CONSULATE OF THE COUNTRY TO BE VISITED FOR ANY ENTRY REQUIREMENTS AND ENSURE THAT YOU ADHERE TO THESE.
Should you require any assistance at the airport, e.g., you are a wheelchair user; please advise our staff prior to departure. This is a free service. Some airlines/airports will require medical evidence or a medical form to be completed, but our dedicated general enquiries team can assist you with this process.
If you, or any member of your party, have an allergy, e.g., nut allergy; you must make our staff aware of this at confirmation stage or by adding a note in the special request section of the order. Alternatively, please contact our general enquiries team with full details so that they can assist you with this.
This is dependent on the circumstances of your refund. In most cases, due to the security and reconciliation process to which your monies pass through, this may take up to 21 working days. Should your refund be due to an operator collapse, this will be subject to the policies and procedures put in place by the CAA and/or the Tour operator responsible for your holiday.
Please click the following link to view our booking conditions. https://www.holidaygems.co.uk/terms
The UAE Ministry of Health and Prevention recently launched an optional electronic service for travellers who need to carry controlled and psychotropic medicines and wish to avoid processing at the airport. His Excellency Dr. Amin Hussein Al Amiri, Assistant Undersecretary for Public Health Policy and Licensing, said: “Such services are available in many developed countries across the world and the approval requirements have been in existence in the UAE for more than 20 years, but was previously done through email or upon arrival at the airport. The only change now is that this service is also available fully electronically for those who seek to leverage the convenience. It is not mandatory and travellers will continue to have the option of declaring these medicines and sharing the related medical reports with customs upon arrival to the UAE.”
Please visit: Issuing permission to import medicines for personal use
If you have cause to complain prior to your departure (pre-departure grievance), you should email us in the first instance and we will do our utmost to deal with and resolve your grievance.If you have cause for complaint while on holiday, you must bring this to the attention of the agent or representative (if there is one) and the establishment of where you are staying, who will endeavour to put things right. You must also complete a customer report form (if there is one) while in resort. If there is no local agent or representative, you must contact the supplier on the emergency number detailed on your accommodation voucher or contact us direct on our emergency number 01244 957 921. If you fail to follow this procedure there will be less opportunity for the supplier(s) to investigate and rectify your complaint.
You should note that it is unreasonable to take no action while on holiday, but to then write a letter of complaint upon return. If you remain dissatisfied or your complaint is not resolved locally, you must write to Customer Services, Holiday Gems Ltd, Unit 14, Telford Court, Chestergates Business Park, Dunkirk, Chester, within 28 days of your return from holiday. You should include your booking reference and full details of your complaint including any additional information supporting your complaint. Complaints must only be addressed from the lead passenger.
If you fail to follow this simple complaints procedure (in resort and on your return home), we will have been deprived of the opportunity to investigate and rectify your complaint. This will affect your rights under your Contract and your right to any compensation you may have been entitled to will be affected as a result. You, any member of your party, or any person acting for you must not make false or exaggerated claims. If you, any member of your party, or anyone acting for you makes a claim knowing any part of it to be false or exaggerated, details will be passed to the relevant authorities and we shall seek to recover any payment made to you in connection with the associated claim (together with costs incurred by us).
We will manage the complaint on your behalf and a letter of acknowledgment will be sent to you within 28 days of receiving your grievance, following which you should allow a period of a further 60 days in order that we can make necessary investigations into the same. Should responses not be forthcoming from the supplier(s) or we remain dissatisfied with the response(s) we have received, we will inform you accordingly of any extra time that may be required in order to fully respond to you. Please note that this clause is only intended to benefit you, as we require full and detailed responses to any issues raised, which in peak occupancy season becomes problematic for the supplier(s) to respond within our normal and required timeframe.
Awareness & Measures
In response to the Coronavirus disease pandemic (COVID-19), each country has implemented their own Health and Safety measures and precautions in an attempt to combat the spread of the disease. It is expected that specific regions and resorts have also introduced their own Health and Safety measures in line with government advice, depending on their capacity and ability to take certain precautions. It is your responsibility to check and make yourself aware of the measures that are currently in place at the destination you are travelling to, as well as the region and the resort you are staying at as you must adhere to these additional measures.
It may the case in some countries that certain measures are mandatory and it is therefore essential that you and your party comply with and respect and all local health and safety measures throughout the duration of your stay as you could face penalties for failing to do so. Such measures may include, but are not limited to, social distancing, the use of face masks in public places and the use of gloves in supermarkets and other indoor places.
Furthermore, as a result of these government advice and/or regulations that have been introduced, it may mean that certain amenities or facilities are not operational and temporarily closed during your stay including but not limited to, indoor swimming pools, spa facilities, nightclubs etc.
For further information please visit https://www.gov.uk/foreign-travel-advice and search for the country you are planning on travelling to.
It is your responsibility to check the entry requirements for the Country you are travelling to as many countries have introduced new entry requirements as a result of COVID-19. Some countries require you to undergo a temperature check as well as a visual health check and you may also be required to ‘self-isolate’ for the first 14 days and you can face penalties if you refuse to do.
For further information please visit https://www.gov.uk/foreign-travel-advice and search for the country you are planning on travelling to.
As a result of COVID-19 you may be required to complete and present additional travel documentation before you travel and depending on the airline you are flying with, it may be compulsory for you to wear a face mask/covering whilst you are on the plane and adhere to any additional measures they have set for your journey. Please ensure you check the most up to information of the airline you are flying with to ensure you are complying with all measures as failing to do so may result in your travel being denied or a penalty.
For further information please visit the website of the airline you are flying with and check the most up to date information.
Where possible, we will make you aware in advance of any mandatory or advised measures that are in place at your travel destination, as well as any measures that are being implemented by your airline and any entry requirements you should be aware of when you arrive at your destination. However, it is your responsibility to make yourself aware of the above and you should be regularly checking for the most up to date information up until the point of your departure.
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