Frequently Asked Questions
General Questions - United Kingdom
What is a Package Trip?
A package is a complete trip you can design yourself and purchase with one, easy transaction. You can choose your flights, hotel room, and whether or not to add extras; such as a rental car, show tickets or round-trip transfers. You can customize it to suit your needs and then purchase the package for one affordable price, on one convenient reservation.
How does a package benefit me?
We make it simple because you can customize your trip to include what's right for you. Plus, we strive to bring these selections to you at a more attractive price than if you purchased them individually. After you've made your selections, you can purchase your reservation with one, easy transaction. While you're on your trip, you'll have access to our 24-hour traveller assistance. So, from beginning to end, we're here to help.
How far in advance can I purchase a package?
Typically, air carriers have flights available up to 330 days in the future. Hotel restrictions may also apply. If you're having problems booking, please contact us at the number listed on top of the page where you encountered the error and we'll be happy to assist you.
How important is the Holiday Contract?
They're very important. The Holiday Contract outlines our policies and procedures. You must read and understand the Holiday Contract before you complete your reservation online as your reservation will be subject to them.
What travel insurance is offered?
We strongly recommend that you insure your holiday arrangement. Our travel insurance partner Insurefortravel is FSA authorized to sell you travel insurance to suite your requirements. For more information, please see http://www.mgmresortsvacations.com/travelInsurance.asp.
How do I find hotel descriptions?
While you're in the process of making your booking, you can simply click on the hotel's name to find out more about it.
How close to departure can I purchase a package?
Packages purchased on all carriers can be purchased up until the day before departure.
How do I find the amount of taxes and fees that are included in my package's search price?
You may use the link called "Certain Taxes and Services Included," found throughout the booking process to view a detailed breakdown of the amount of taxes and services related to your trip.
When I checked the price yesterday it was lower than it is today. Why?
When you price our packages, you view live inventory. Because prices are based on many factors, including availability of rooms/room types, flights and demand for the packages, prices can fluctuate, even within minutes. The only way to secure your price is to pay for it in full.
How do I search for a package?
Use the search tool on the home page to search for a package. After you enter your search criteria, the web site automatically searches for the best value-priced package and will preselect your flights for you. You can modify them at any time before purchase by simply selecting the flights screen.
BOOKING YOUR TRIP
Why must I supply the billing address of my credit card in order to book online?
In an effort to prevent credit card fraud, we require the billing address for the owner of the credit card and will verify the information with the credit card company during the authorization process.
How will I receive my reservation confirmation?
When you purchase your package online, your credit card is processed immediately and a confirmation is sent via e-mail for your records. The confirmation will be sent to the e-mail address you entered when completing the booking.
Occasionally, e-mail confirmations do not successfully reach their recipients. Examples of when this may happen include:
- The e-mail address was entered incorrectly.
- Your e-mail provider blocked the e-mail with a spam filter. Make sure you add us to your address book. (Please note, you can check the setting in your e-mail spam filter and ask your e-mail provider to stop blocking your emails.)
- Your e-mail box was full.
- If you do not receive an e-mail confirmation within ten minutes, you can review your confirmed reservation online. You will need the email address you used when creating the reservation as well as the password you saved. You may also contact our Internet Help Desk for additional assistance.
Can I change the sort order for flights, extras, and cars?
Yes. Use the drop down menu at the top of the flight screen to sort flights by your preferred category.
You can also use the drop down menus on the cars and extras on the car screen to sort the cars by price or brand.
How do I book more than one hotel room?
There are several ways to book multiple hotel rooms.
- Use the multiple rooms function on the advanced search page – click the "book multiple rooms" on the initial search page, or click the magnifying glass ("Search") button at the top of the page if you've already begun the booking process. Select the number of rooms you'd like from the "Rooms" drop-down menu.
- Make a separate reservation for each room. Complete the entire reservation for the first room and then start over to complete the process for each additional room required. If you merely enter four names on the reservation, we will not know you want two rooms and will only put you in one. You will be subject to any increase in cost associated with adding an additional hotel room to this type of reservation.
- Contact our Customer Care team at 0844 573 5911. They will be more than willing to assist you with your multiple room request.
How do I make requests for bedding or smoking preferences?
You may enter your requests at time of booking by clicking on the "Special Service Requests" link on Checkout Step 3, or if you forget, you can contact our Customer Care team. You may make a request for smoking preference, bedding preference, rollaways, etc. However, it is only a request. There is no guarantee of fulfillment on special requests. Be sure to reiterate your request upon check-in. Some requests may require an additional charge payable directly to the hotel.
But I really need two beds, can you please guarantee that request?
Hotels maintain a mix of rooms with one or two beds that they have determined best meets their customer needs. Sometimes they receive more requests than they can accommodate in a certain room type, so unfortunately, there may be a rare occasion where your request cannot be honored. However, rest assured that we do everything we can to communicate your preferences to the hotel. The same applies for smoking requests.
How do I book an infant?
According to airline regulations, an "infant" is a child under the age of two. Infants do not require an airline seat and can sit on the lap of an adult traveller while flying ("lap child"). If an infant is travelling with you and you do not purchase a seat for the infant, you must contact the Customer Care Centre to add the infant to your online reservation.
For some international destinations, additional taxes may apply when you include an infant on the reservation. The airline may also issue a ticket for the infant traveller.
How do I know what the price includes?
When you search for a package, the availability prices always include the combined hotel and flight prices, feature prices, and all applicable air and hotel taxes and fees. The web site does not add any surprise taxes or fees to the air and hotel holiday prices when you confirm the reservation.
Note: Car prices do not include local or state taxes, which are paid upon arrival at the car rental location at the airport in the destination. Car prices do not include extra day charges. Extra day charges may apply if your return flight is one hour (or more) later then the scheduled drop-off time for your rental car.
How do I know my online transaction is secure?
We utilize Secure Sockets Layer (SSL) to encrypt and protect your personal information. SSL keeps the data private and confidential between your computer and us. This technology makes it safe to transmit your credit card number over the Internet.
Look for two security indications: the "s" after "http" in the address line, and the lock icon in either or both the top menu bar and bottom status bar of your browser, depending on browser type. For information on how your browser lets you know if a connection is secure, please consult your "Help" feature.
Can I purchase a package on the phone?
Yes, you can purchase a package by phone. However, our best prices are found right here on the website. You will be subject to a higher rate when calling our Customer Care team. Purchasing a package online is safe, convenient and easy, so we recommend you take advantage of the prices found on our web site. If you still prefer to have a Customer Care Specialist book your holiday, please call 0844 573 5911.
Why must I enter children's ages when booking online?
Children's ages must be entered so our system can accurately price age-based features. In addition, it allows our system to count the number of children travelling and prevents you from being charged additional fees upon check in.
Can I email others or myself my package itinerary before I confirm?
You can click Email at the bottom the screen during the booking process to email yourself an itinerary quote before you confirm the reservation. This email includes the itinerary details for the package you created. It is not a confirmation; the inventory and price are not confirmed and are subject to change at anytime, and you will be subject to any increase in price until payment is applied.
Why did you return different flight times than what I entered?
When you search for specific departure or return times, the web site returns flight times based on the following criteria: first it searches for the best priced flights. Then it arranges those best-priced flights in order of the closest time to what you selected in the Time preference menus for both departure and return.
Please note that if your preferred time does not appear, it may be that the air carriers do not have flights available that match your specified times.
What reservation transactions can I make online?
The web site enables you to search for flight and hotel availability, create your dream travel itinerary, email an itinerary, and confirm and save a reservation. You can also retrieve and review your online reservation.
To cancel a reservation, contact our Customer Care Centre at 0844 573 5911. Be sure you review the Holiday Contract before you cancel, as you will be subject to any applicable cancellation penalties.
You currently cannot make any modifications to your previously purchased package online, and will have to contact our Customer Care Centre to do so.
When I try to price or book a trip online, I receive an error message. What should I do?
When you search for or book a package, you may receive an error message. Typically, error messages appear if the system is busy or if there are network communication problems. If you receive an error, attempt the action again in a few minutes or at a time when the system might be less busy.
If you continue to receive an error message after several attempts, email NewYorkNewYork Holidays. Include as much information as you can, including origin and destination cities, travel dates, number of adult and child (ages 1-17) passengers, hotel preference, the specific error message, and the step in the process where the message appears.
APPLYING PAYMENT
Can I use more than one credit card to apply payment?
Yes. You can use up to four credit cards to apply payment, however, you must apply payment in full spread across all credit cards or your reservation will not complete.
What happens when the web site rejects a credit card?
The web site rejects a credit card if you enter the wrong information, the credit card is invalid, or the credit card exceeds its limit. If one of these situations occurs, you immediately receive an error message. Contact our Customer Care Centre at 0844 573 5911 for assistance.
When I try to confirm my online booking, at the end of the reservations process it says that my address cannot be verified. Why?
Our system can only recognize your address if you enter it EXACTLY as it appears on your credit card billing statement. Please refer to your credit card billing statement, and try entering your address again. Be sure to take special note of how you list the street name ("1st St." vs. "First Street") and if you list an apartment or suite number ("#3" vs. "Apartment Three"). If you continue to receive the "cannot verify address" message, call the toll-free number on top of the page you linked here from for assistance.
POST PURCHASE
How and when will I receive my travel documents?
You will receive your documents via email, so please be sure to double check the email address you enter at the time of booking. If its 30 days or less to your travel date and you haven't received your documents, please contact our Customer Care Centre at 0844 573 5911.
What will be included in my travel documents?
Your travel documents will include your itinerary and flight confirmation numbers, as well as coupons for any optional features you may have purchased for your holiday. Please print a copy to bring on your trip for your reference.
What is an ATOL charge?
The air holiday packages and flights in this website are ATOL protected by the Civil Aviation Authority. Our ATOL number is ATOL 2853. Please see our booking conditions for more information.
ATOL Protection does not apply to all holiday and travel services in this website. Please ask us to confirm what protection may apply to your booking.
We are also a fully bonded member of the Association of British Travel Agents (ABTA no V000X) If your holiday does not include flights, ABTA will financially protect your holiday in the same way.
For more information visit
http://www.caa.co.uk.
How do I change my booked itinerary prior to travel?
Please call our Customer Care Centre at 0844 573 5911 to revise your reservation. Changes can be made up until the day before departure. All changes will be subject to applicable revision fees as well as any applicable increase in fare. Read our Terms and Conditions for information on our revision policies.
Do you provide round-trip transfer from the airport to my hotel?
We offer round-trip airport transfers for purchase during the booking process. These can range from van transfers all the way up to stretch limos. Airport transfers refer to your round-trip transportation between the airport and your hotel. Costs may vary based on the type of transportation selected, and if you decide to add these after you purchase your package please contact our Customer Care team for assistance.
What are the revision, cancellation and refund policies?
Notice of cancellation must be made in writing directly to NewYorkNewYork Holidays. Cancellation fees for inclusive/package holidays are as follows:
57+days - deposit only
56-43 days - 30%;
42-29 days - 45%; or deposit if greater
28-15 days-60%;
14-1 days - 90%;
Day of departure - 100%.
All refunds subject to return of ALL unused tour documents (air ticket and vouchers). Insurance premiums non-refundable. Once booking confirmed, changes will incur following amendment fees: 57+days - £25 per change; 56 days - day of departure - cancellation and rebook, changes as above. It is not possible to make refunds after departure from the UK for any services not used or for partially unused car rental. In certain cases the price of your holiday is calculated by reference to the number of occupants of a room. If one of these occupants cancels, not only will there be a cancellation charge, but also the remaining members of your party may have to pay an additional sum.
Any name changes will be regarded as a cancellation and rebook. Cancellation charges will apply.
Note: Cancellation charges made by our suppliers may be higher than the cost of the holiday deposit. Therefore we reserve the right to pass such fees on to you. NewYorkNewYork Holidays will advise of such fees before cancellation.
Can I add passengers to a confirmed reservation?
Yes. Please contact our Customer Care Centre at 0844 573 5911 to assist you in changing your reservation and the conditions of the purchase.
DURING TRAVEL
What documents do I need to bring with me on the day I travel?
Bring all of the electronic documents you received. All passengers must have a current passport that is valid for at least six months after the return date of your holiday.
What forms of personal identification do I need when I depart?
Electronic System for Travel Authorisation Scheme
As of 12th January 2009, the US will introduce a compulsory online registration under the Electronic System for Travel Authorization scheme, known as ESTA, which contains the same information as the I-94W previously handed out on board aircraft which a passenger was required to complete and present to US immigration. The ESTA will replace the I-94W and all travellers from Visa Waiver Countries must apply for Travel Authorisation at least 72 hours in advance of their departure. The U.S. Department of Homeland Security DHS operates these additional controls and all travellers will be responsible for supplying and processing this online declaration. The ESTA can be applied for online at https://esta.cbp.dhs.gov. Please note there is no fee for applying for an ESTA on the official website. The Travel Authorisation is not a visa and only pre-screens the traveller and allows him or her to travel to the United States and apply for admission. An approved Traveller Authorisation is not a guaranteed entry, but is a prerequisite to travel to the United States by air or sea. A person from a non-visa waiver country should not attempt to apply for a Travel Authorisation and will require a US entry Visa. As of 12th January 2009 failure to obtain an ESTA could result in a passenger being denied boarding by the airline. The alternative is to hold a valid visa. The ESTA is part of the Visa Waiver Programme and does not replace the need for a visa. The Visit USA website http://www.visitusa.org.uk/visitors/esta.aspx carries some useful background information on the ESTA.
Should you have any concerns about pre-registration using ESTA please contact NewYorkNewYork Holidays on 0844 573 5911.
General Travel Advice
For government advice on your destination, please click here or call ABTA Information Line on 0901 201 5050 (calls are charged at 50p per minute)
When do you suggest that a Customer arrive at the airport?
While airports have strived to reduce delays in every way possible, the unexpected can still occur. Because of this, we recommend customers arrive at the airport 2 ½ hours prior to departure time.
Where is curbside check in offered?
Visit your local airport's website to determine if curbside check in is available.
What in-flight services does my airline offer? What is its policy on pets?
Please visit your airline's website for a full list of services and policies.
What are the Checked Baggage Requirements?
Baggage limitations for scheduled air vary by carrier. Carry-on baggage may be limited, please check with your airline for the most up-to-date baggage requirements.
What can I Bring Through Security?
Air travellers may now carry liquids, gels and aerosols in their carry-on bag when going through security checkpoints. All liquids, gels and aerosols must be in 3.4 ounce (100 ml) or smaller containers. All liquids, gels and aerosols must be placed in a single, quart-size, zip-top, clear plastic bag. Each traveller can use only one, quart-size, zip-top, clear plastic bag. For the most up-to-date information on prohibited and permitted items, please visit the Directgov Travel and Transport Website: http://www.direct.gov.uk/en/TravelAndTransport/Publictransport/AirtravelintheUK/DG_078179.
HOTEL STAY
What if I want to add an extra you don't offer, like spa passes or dinner reservations?
Unfortunately we will be unable to assist you with these requests; currently we only coordinate flight, hotel, car and specific activities for our customers. If you would like to make a spa appointment or dining reservations, you should go directly to the hotel website and contact them at the appropriate phone number or email address.
I want to surprise my travelling companion with an in room amenity, how can I arrange it?
This is a great idea, once again, we recommend you contact the hotel directly to accommodate this request. They will be more than happy to assist you.
I already booked my package, but I decided I wanted to upgrade my room, can you help me?
Absolutely. Simply contact our Customer Care Centre at 0844 573 5911 and we'll be more than happy to make those arrangements for you. We can also help you add Cirque du Soleil® tickets and more to your reservation.
PROMOTIONS SAVINGS AND DISCOUNTS
What are promotion codes, and how do I use them?
A Promotion Code identifies special offers or holiday packages. If you have a promotion code, be sure to enter it before clicking search. If you do not have a promotion code, simply ignore the Promotion Code field and continue building your holiday.
If you receive an error message when using a promotion code, please use the following tips:
- Ensure that the promotion code is vaild for air+hotel packages. Hotel promotion codes may not be valid.
- Check the promotion code's restrictions for valid flight service, minimum hotel stay, and travel date range.
- Check your spelling or capitalization of the promotion code. The promotion code must appear the same as the advertised version when you enter it.
If you continue to experience difficulties using the promotion code, contact our Customer Care Centre at 0844 573 5911.
How do I find the lowest holiday price?
Use the tips in the list below to search for the best price.
- Try travelling during the times of the year that no one else wants to travel. For Las Vegas, this is November thru March.
- Plan your trip as far in advance as possible.
- Compare midweek and weekend departure prices.
- Price morning departures and late departures to get a feel for off-peak pricing.
- Price a trip with a weekend stay-over.
POST TRAVEL
Who can I contact if I had a problem on my trip?
Please submit, in writing, a detailed description of your problem and send it to our Customer Services Department. You may fax (0844 557 0349) or mail to the attention of NewYorkNewYork Holidays Customer Services, One Elmfield Park, Bromley, Kent, BR1 1LU, United Kingdom.
Will I earn frequent flyer miles or segment credits if I book with you?
Yes, we offer you the opportunity to enter your frequent flyer number at the time of booking and transmit your information to the airline. If you have already flown and have not received your frequent flyer miles, please contact your airline for assistance.
WEB BROWSER QUESTIONS
What is a favourite? How do I add this web site to my favourites?
Your browser enables you to save links to web sites you visit most often. These links are known as your favourites. Favourites enable you to click a link instead of typing the web address every time you access a web site. There is an entire menu option dedicated to favourites on most web browsers.
Follow the steps below to add this web site to your favourites.
In Internet Explorer, type the web site's address in the address field.
Select "Add to Favourites" from the "Favourites" drop-down menu on the top navigation bar. The Add Favourite box opens. Internet Explorer defaults to display the web site's name in the Name field. Select the folder where you want to include the web site, and click OK. Your browser adds the link to your favourites list.
In Firefox, select "Bookmarks" from the drop-down menu on the top navigation bar. Select "Bookmark This Page." The Bookmark box will open where you may change the bookmark name or folder in which it is saved. Click OK.
For all other browsers, please consult the "help" or "FAQ" function.
What are "cookies" and how do I remove them from my computer?
Cookies are pieces of information that get stored on your computer when you visit or use various web sites. Cookies are not harmful to your computer; they simply "remember" information.
Although cookies do not harm your computer, it helps the efficiency of your computer if you "clean" or remove your computer's cookies periodically.
Follow the steps below to remove all Internet cookies from your browser.
Microsoft Internet Explorer:
- Open Microsoft Internet Explorer.
- Click Tools on the top navigation bar to expand the Tools drop-down menu.
- Click Internet Options at the bottom of the Tools drop-down menu. Your computer defaults to open the Internet Options dialog box and displays the General tab.
- On the General tab, click Delete Cookies in the Temporary Internet files group box. Microsoft Internet Explorer automatically displays a pop-up box to confirm that you want to delete the Internet cookies. Click OK.
- Click OK to close the Internet Options dialog box.
Mozilla Firefox:
- Open Mozilla Firefox.
- Click "Tools" on the top navigation bar.
- Click "Clear Recent History"
- Select the time range you wish to clear, and check the "Cookies" checkbox.
- Click "Clear Now."
For all other browsers, please consult the "Help" or "FAQ" function.
My computer uses a pop-up blocker. Will this affect how I use this web site?
A "pop-up blocker" is software your computer uses to disable any advertisements or windows that may appear when you use the Internet. This web site uses some pop-ups to provide additional information and to allow you to email travel itineraries. However, you can still confirm reservations, even if your computer uses a pop-up blocker.
As a general rule, if you click an item in the web site and the item does not appear, your computer's pop-up blocker may be preventing the item from displaying. You may want to temporarily disable the blocker, so you can see the missing item.