Travel documents

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I haven't received my confirmation email - what do I need to do?

If you don't receive your confirmation email after you book, it is important that you let us know immediately.

What do I do if details are wrong on my confirmation or e-ticket?

If any details are incorrect when you receive your booking confirmation or e-ticket, please contact us as soon as possible.

What do I do if I delete or lose my e-ticket?

If you accidentally delete the email containing your e-ticket, or you lose a printed copy of the e-ticket, log in to your Customer Account where you can download it again.

If you've made a flight only or hotel only booking, you won't have access to Customer Account so you'll need to contact us.

If you've made a Lakes & Mountains, flight only or hotel only booking, you won't have access to Customer Account. For Lakes & Mountains bookings please take a look at "Who do I contact if I've got a question about my Lakes & Mountains holiday?"

What is an e-ticket?

An e-ticket is a PDF document that we'll email you before you travel. You'll need to print it off and take it with you to check in for your flights there and back.

Your e-ticket is the only ticket you need to travel - you won't receive a paper ticket.

What type of ticket will I get?

Package holiday bookings

Booking Online

If you're booking more than 14 days before you travel, we'll send you an e-ticket by email.
Booking 14 days or less before you go? Your booking confirmation will double up as your e-ticket.

Booking by phone

If you book more than 14 days before you travel and let us know your email address, we'll send you an e-ticket by email. If you don't have an email address, we'll send you a ticket through the post.

If you book 14 days or less before you go, we'll send you a confirmation email that doubles up as your e-ticket.

Booking in a Holiday store

If you book earlier than 14 days before you're due to travel - and you let us know your email address - we'll send you an E-ticket to the email address you provided to us.

If you make your booking earlier than 14 days before you're due to depart - but you don't supply us with an email address - we'll send you a paper ticket through the post.

If you book 14 days or less before you go, we'll send you a confirmation email that doubles up as your e-ticket.

Flight-only and hotel-only bookings

If you've only booked a flight or a hotel, you'll just need to take your confirmation email with you.

When will I receive my ticket?

E-tickets
You'll get your e-ticket by email one to two weeks before your holiday, if you gave us your email address when you booked. If you booked by phone or in a shop, and didn't leave your email address, we'll send you a print-out of your ticket by post.

Late bookings
If you book your holiday more than two weeks but less than six weeks before travel, we'll email your e-ticket to you two days after you book. For bookings made 14 days or less before travel, your booking confirmation will double up as your e-ticket.

Flight-only and hotel-only bookings
If you've only booked a flight or hotel, you'll just need to take your confirmation email with you. You'll receive it shortly after booking.If you don't have your confirmation to hand, please make sure you have your booking reference details and lead passenger surname, 

Haven't received your e-ticket?
Log in to your Customer Account to resend your e-ticket. Alternatively, contact us as soon as possible and we'll sort things out for you. If you've made a Lakes & Mountains, flight only or hotel only booking, you won't have access to Customer Account. For Lakes & Mountains bookings please take a look at "Who do I contact if I've got a question about my Lakes & Mountains holiday?". If you're unable to log in to your account then please contact us. 

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