Frequently Asked Questions
Flight Bookings: Frequently Asked Questions:
General
Online Bookings
Health & Insurance
Booking & Payment
Visa & Passport Requirements
Luggage & Check-in
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: How do I find out more about directline flights?
A: To find out more about directline-flights.co.uk click here.
Q: Do you sell city breaks?
A: Yes, visit directline citybreaks to find out more.
Q: Do you sell ski holidays?
A: Yes, visit directline skiing to find out more.
Q: Do you sell holiday insurance?
A: Yes, for details of our low-cost 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 travel news?
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 holiday offers and destination reviews.
Q: Are you connected with direct line insurance?
A: No
Q: How do I find out more information about the airport I'm flying from or flying to?
A: We're continually adding more airport information which you'll be able find on this site.
Q: How do I find out more information on the destination I am going to?
A: To find a guide to your destination, find it from the Destinations page on our holidays website. There's also weather information, things to do and even customers reviews.
Q: Do I need to tip abroad?
A: People providing a service 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. The amount to give varies from country to country but generally, anything from 5 - 15% is acceptable.
Q: Will I get a cheap flight if I book late?
A: No, these days you're more likely to get a cheap flight by booking early (depending on the routes, easyjet and ryanair release their seats for sale 3-12 months in advance)
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 flights (through it's 'parent company' HolidaylineUK LTD) 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). 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.
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 flight, 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 my 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 flight?
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 flight online?
A: No, this isn't currently possible. If you need to cancel your booking, please email us at cancel@directline-holidays.co.uk. Flight 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 72 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
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. We offer 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.
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.
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.
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 travel insurance cover, 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 package 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 insect repellent, plasters, antiseptic cream, prescribed medication, cotton wool, and after-sun.
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: Is it safe to sunbathe?
A: Take care. Even when it's cloudy you can burn. Babies and children are particularly susceptible to sunburn and high factor sun protection is essential. The same is true of adults, particularly those with fair skin. The best advice is to keep out of the sun when it is at its most intense. The sun is at its strongest in the middle of the day, between 11am and 3pm. During this time stay in the shade when you can, or if there is no shade it is advised to protect your skin with clothing.
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 buy at least factor 15 as it gives the best balance between protection and cost. 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
Q: How do I get my tickets?
A: Most airlines now operate without 'tickets'. These airlines provide a reference number which refers to your booking and (along with your pasport) is all you require for most flights. When your flight is booked we'll provide you with this reference number. Where an airline insists on issuing 'paper tickets' we'll post these to your billing address or for late bookings provide a suitable arrangement (normally the tickets can be picked-up when you get to the airport).
Q: How do I pay?
A: We accept payment by Delta, Switch/Maestro, MasterCard and Visa. All bookings made online require full payment at the time of booking. More information on payment terms & method.
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: We only offer 'part payment' for large group bookings and only with on selected routes and airlines. Contact us.
Q: What do I do if I have a question after I have booked my flight?
A: Contact our Customer Services Department Contact us.
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 flight booking?
A: For information on how to cancel or amend your flight, visit Amendments and cancellations.
Q: I've booked my flights but didn't receive my confirmation email, what do I do?
A: Before you call us, check your 'spam folder' for an email from 'directline flights'. If it's not in your 'spam folder'. Contact our Customer Services Department. Contact us.
Q: Are transfers included?
A: Transfers are not included in flight only bookings. Click on the following links for competitive rates for transfers and car hire.
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 stay. 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.
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.
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 visas. 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 changes from airline to airline. For quick reference see easyjet's baggage allowance ryanair baggage allowance or please check your tickets for correct details.
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.
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.
Q: What identification is required for air travel in France?
A: During the period March 20th – April 5th 2009, a Driving Licence will not be an acceptable form of ID for domestic flights.
During this time, France will be operating controls on all passengers arriving and departing French Airports, including Schengen and domestic passengers. All passengers must be in possession of a valid form of photographic ID in order to be accepted for travel, which are:
- Passport
- National Identity Card
- Livret De Famille (for children travelling with an adult on domestic routes)
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