Superior Travel - Everything we do is Superior

We've tried to give answers to some of the questions we get asked most regularly. If you have other questions or queries, please use the Contact Us page.

Frequently Asked Questions

Q. Is my money safe?

We are a member of the Association of British Travel Agents (ABTA). Our ABTA Number is G3655. More information about ABTA can be found on their website at www.abta.com. We are also accredited by IATA. All charter flights are licensed and bonded by the Civil Aviation Authority (CAA). We act as agents for licensed tour operators, in which case the relevant ATOL number is displayed with each flight shown. For your added protection we also hold an ATOL license ourselves, ATOL number 5360, and this protection extends primarily to customers who book and pay in the United Kingdom. In the unlikely event of our insolvency the CAA will ensure that you are not stranded abroad and will arrange to refund any money that you have paid to us for an advance booking. ATOL protection is NOT in place for No Frills Airlines and these flights are not covered by the CAA. For further information, visit the ATOL website at www.atol.org.uk

Q. Can I Book With Confidence?

It is imperative that our customers have complete peace of mind and protection when booking with Superior Travel. All travel elements are covered by Supplier Failure Cover which is an insurance policy which protects the customer if the supplier or any component of your travel itinerary cancels, delays your trip or goes into liquidation.

During 2008 an unprecedented number of airlines and travel suppliers found themselves in financial difficulty which has created concern amongst travel consumers. As an established agent, Superior Travel has introduced a Supplier Failure Cover that fully protects all travel customers and alleviates any concerns about their choice of travel supplier. Whether it be airline, hotel and accommodation supplier, tour operator, transfer or car hire provider.

Most personal travel insurance policies on the market today do not cover individual travel components. We consider a supplier to be any provider of flight or other public transport, your accommodation or car hire. This means that every part of your itinerary will be covered.

Q. Are my personal details safe?

Superior Travel strictly adheres to the Data Protection Act, 1998. All personal details are stored securely in accordance with the guidelines laid out, and we will never release any of your personal information to third parties.

Q. Is it safe to book online?

Yes, when booking your holiday via our website, all of your personal and payment details are encrypted and transmitted to our secure servers.

Q. There is a mistake on my confirmation / e-mail / documentation, what should I do?

If you see a mistake on your confirmation e-mail or documentation, please fill in and submit the Contact Us form and one of our agents will be happy to assist you with your enquiry.

Q. Can the price change after the booking has been confirmed?

Once the agreed amount of money has been debited from your payment card a contract is in place between yourself and Superior Travel and any price quoted is therefore guaranteed at this stage. Prices may subsequently increase or decrease but the price paid at time of booking cannot be altered. Two exceptions to this are an increase or decrease in tax or fuel costs if these are imposed by the Travel Provider in accordance with the Terms of the Travel Provider. Also when paying a deposit only on a schedule flight the total flight price may not be confirmed until the full balance is received as the deposit simply secures a confirmed allocation on the aircraft but does not guarantee the flight price.

Q. How can I book?

You can book on-line by visiting our website www.superior-travel.co.uk or by contacting our Reservations Department on telephone 0845 370 5555.

Q. How can I pay?

We accept all major forms of card payments (card charges may apply). Alternatively you can pay by cash by visiting one of our offices or by bacs transfer our bank account details can be provided on request. We also accept cheques for balance payments but not for deposit payments. If you are paying in this manner please ensure that you write the surname of the lead passenger, the departure date and the booking reference on the reverse of the cheque. Please note that we do not accept post-dated cheques.

Q. Can I pay a deposit?

This depends on how far in advance you are booking and what type of fare and ticket you are purchasing. All low cost airlines require full payment at the time of booking as do many scheduled flights.

Q. What is the deposit scheme?

This scheme is based on accepting a booking on a lower deposit than is actually required in order to secure your booking. The agreed amount will be taken from your card at the time of booking with the balance being taken on an agreed date later. The exact date of which would have been clearly specified to you at the time of booking. In the event that you cancel your booking you will be held liable for the difference in the cancellation charge imposed by the Travel Provider and the low deposit amount already paid.

Q. When is the balance due?

The balance due date is approximately 12 weeks prior to travel. The exact date is clearly detailed on your paperwork. It is very important that we receive payment by this date so that you do not incur late payment fees. Failure to pay the balance in a timely manner can ultimately result in your booking being cancelled.

Q. Will I be sent a receipt?

Yes, a receipt for payment will be sent once payment has been made.

Q. What are the payment terms?

Card Authorisation Charges:
Credit Cards: 2% (excluding AMEX)
American Express: 3.5%
Debit Cards: 0%
Please note that these charges will apply each time the card is used as a method of payment.

Late Payment Charges
If your balance is overdue we will send you a letter chasing payment advising you to make payment immediately. If we do not receive this an urgent overdue letter will be sent to you, which will be charged at £15.00 and this amount will automatically be added to your balance. If payment is still not received a further letter will be sent to you stating that your booking will be cancelled if payment is not received, and this letter will be charged at £30.00, which again will be automatically added to your balance. If payment is not subsequently received your booking will automatically be cancelled will a full loss of all monies paid.

Amendment / Cancellation Charges:
For any amendment or cancellation Superior Travel are permitted to make an additional charge of £25.00 per person over and above that of the Travel Providers cost. We also make an additional charge of £5.00 per person over and above the Travel Providers cost if you choose to add an extra service related to your flights for example; pre-booked meals, seats or an upgrade etc. This cost covers our administration.

Booking Conditions (Travel Provider)

Q. How can I view the Terms and Conditions that govern my booking?

You can view the Terms and Conditions that govern your booking by clicking on the link of the relevant Travel Provider/s at the time of booking. These can also be viewed at any time by logging onto Superior Travels website. If you do not have access to email we can arrange for these to be sent to you via fax or post at your request.

Low Cost & No Frill Airlines

Q. What if I have booked with a Low Cost or No frills Airline?

Low cost / No frills airlines are ticketless, you either collect your boarding pass at the check-in desk after showing your flight booking reference, or if you have chosen on-line check in please ensure that you have printed boarding passes prior to departure so that you can proceed through to the baggage screening area. Please click on the terms of the Low Cost Provider that you are travelling with for a comprehensive list of the terms and conditions governing your booking.

Low cost / No frills airlines always require full payment at the time of booking and if cancelled result in 100% loss of all monies paid. Where we have accepted a deposit from you to secure your booking and a low cost carrier / no frills airline has been used, you will be held liable for the difference in the cancellation charge imposed by the Travel Provider and the deposit amount paid should you need to cancel.

When making a booking with a Low Cost / No Frills Airline you are the Principal of the booking and you are authorising us to act as your Agent. ATOL protection is NOT in place for Low Cost / No Frills Airlines and these flights are not covered by the CAA. Any correspondence we receive from the low cost carrier / no frills airline regarding flight changes will be emailed or posted onto you directly. We will at this time assist you in amending any other travel arrangements you have booked with us.

Documentation, Ticketing, Baggage and Check-In

Q. How and when will I receive my paperwork?

All paperwork will be posted / emailed to the email address given at the time of booking. The booking confirmation along with any relevant vouchers (one per component booked) will be dispatched within approximately two weeks of booking. Please ensure that you check your junk box in case our mail is filtered. Flight tickets will only be issued once the balance has been paid in full. If these are e-tickets they will be sent to you as above, but if they are paper tickets they will be sent to you in the post via Royal Mail. Scheduled tickets will be sent Recorded Delivery and will need to be signed for. Flight tickets should be received no later than seven days prior to departure. If they are not received within this timescale please contact the Administration Department.

Q. Do I have to check my paperwork? What if there is a mistake on it?

Yes, it is imperative that all paperwork is checked thoroughly immediately upon receipt. The Lead Passenger is responsible for ensuring that all relevant documentation is received and checked prior to travel as we must be informed immediately of any errors or omissions therein. We do not accept any responsibility for any subsequent inconvenience or costs incurred if you travel without the correct paperwork. Superior Travel reserves the right to withdraw details based on errors or omissions.

Q. What documentation do I need to bring with me?

Every aspect of your trip will require a ticket or a voucher. Please make sure that you have received all of the necessary paperwork prior to your departure to avoid problems on arrival as Superior Travel will not accept any liability for subsequent inconvenience or costs incurred as a result of travelling with incorrect or incomplete documentation.

Q. What is a Ticket on Departure (TOD)?

A Ticket on Departure (TOD) is what is arranged on a late booking when there is insufficient time for the Travel Provider to ticket the booking. A supplementary charge is made for this at the time of booking and it is arranged for your tickets to be collected from the airport on the day of departure. Please ensure that you have the necessary collection details prior to your departure. It is standard procedure that extra security checks will be carried out to verify payment details for late bookings.

Q. What is my luggage allowance?

Luggage allowances vary depending on the terms of the Travel Provider and the type of ticket purchased. The permitted allowance will be printed on your flight ticket / voucher or itinerary. If required extra luggage can sometimes be pre-booked and this will generally be cheaper than paying the excess baggage charges that will be applied at the check-in desk.

Q. Are there any restrictions on my hand luggage?

As with checked-in luggage, restrictions are also often imposed on hand luggage with regards to the size and weight permitted. Please check the terms of the Travel Provider for clarification. Please also note that safety restrictions are still in place and you are not permitted to carry toiletries or liquids of more than 100 ml. in your hand luggage and all toiletries must be carried in a transparent re-sealable plastic bag and must be declared at the x-ray machine.

Q. What does +1 mean on my flight tickets?

Some airlines will depict an arrival of the following day by a +1 on your tickets, for example, a departure on a Friday but arrival the following day +1 on the Saturday. Please take extra care with long haul flights, where due to differing world time zones the arrival date may vary by up to two days either side of your departure date.

Q. What is the check-in procedure?

It is recommended that you allow a minimum check-in time of 3.5 hours for long haul flights, 2.5 hours for short haul flights and for flights where ticketing on departure (TOD) has been arranged, and 1.5 hours for flights with a low cost airline.

Holiday Extras

Car Hire

If you have booked car hire you must ensure that you receive a car hire voucher as without this you will not be able to collect your car. You will also need to bring both parts to your driving licence and a credit card, a swiping of which will be required as a security deposit and as payment for any extras. Please note that debit cards will not be accepted.

Car hire companies offer cars by group type rather than model type. Whilst the model of car provided may vary, it will be from the same group standard as originally booked. Car hire collection may be off-airport depending on the supplier used. Various local charges may apply, e.g. petrol, insurance excesses, out of hours collections, additional drivers etc. so please check with the supplier at time of collection. Special requests e.g. child seats must be requested at the time of booking and are payable locally, but are not guaranteed. Each Provider has their own regulations with regards to whether the car needs to be returned with or without a full tank of petrol and so it is advised that you check this information thoroughly at the time of collection.

In the unlikely event of any problems with your car hire, our liability is limited to the amount paid at time of booking.

Car Parking

If you have booked car parking you must ensure that you receive a car parking voucher as without this you will be required to pay again at the end of your stay. Car parking may be on or off airport depending on what you requested at the time of booking.

Holiday Insurance

All passengers are required to have adequate insurance cover to safeguard against unexpected cancellation charges, medical emergencies, loss or theft of personal belongings and flight delays. You should check your policy carefully before travel to ensure that the cover is acceptable for all your needs. If you have booked Insurance please ensure that a valid policy number is detailed on your paperwork and that you receive am Insurance booklet detailing the conditions and restrictions of your Policy. Please note that you will have to declare any pre-existing medical conditions and, depending on the circumstances, sometimes a supplement will be payable to cover these conditions or you can choose to have these conditions exempt from your cover.

Extra Luggage / Extra leg room / Pre-booked Seats / Flight Upgrades

If you have paid to upgrade your flights, book extra leg room, pre-booked your seats or paid to bring extra luggage please ensure that this information is clearly detailed on your paperwork.

Altering an Existing Booking

Q. What if I want to cancel or change my booking?

If you want to cancel or change your booking, in accordance with the Data Protection Act we are only permitted to speak to the Lead Passenger on the booking. If the requested change is permitted you will be asked to confirm any amendment or cancellation in writing noting that any information and costs given are only valid at the time of the new quotation. It is therefore in your interest that we receive any written notification as soon as possible. If any changes have occurred in the interim we will inform you of the new details before proceeding. If you wish to cancel your booking the amount charged will depend on the charges imposed by the Travel Provider with whom your contract is with. Please note that all Scheduled Airlines and No Frills Flights are non-refundable and any cancellations will result in 100% loss.

For any amendment or cancellation Superior Travel are permitted to make an additional charge of £25.00 per person over and above that of the Travel Providers cost. We also make an additional charge of £5.00 per person over and above the Travel Providers cost if you choose to add an extra service related to your flights for example; pre-booked meals, seats or an upgrade etc. This cost covers our administration.

Q. Why can alterations only be done by the lead passenger?

Amendments and cancellations can only be actioned by the Lead Passenger on the booking as a contract is in place between the lead passenger and the Travel Providers listed on the booking confirmation and the Lead Passenger accepts full responsibility for the booking, including financial responsibility for all party members.

Q. Can the Travel Provider change or cancel my flight?

Yes, all flights are subject to change by the Travel Provider. An example of a change can include a schedule change, an airport change or your flight going via a different destination. Any change that occurs will be in accordance with the booking conditions of the Travel Provider.

Q. Can the Travel Provider change my booked accommodation?

Yes, on occasion the Travel Provider may no longer be able to provide the accommodation originally booked and so reserves the right to substitute it to an alternative of the same standard, of which facilities may differ. Any change made will be in accordance with the booking conditions of the said Provider. We will endeavour to inform you as soon as possible if we are informed of any change to your booked accommodation and if there is time to do so before your departure. The Travel Provider does however reserve the right to move you on arrival at the airport/hotel.

Flights

Q. What if my flight is delayed?

If your flight is delayed at the airport you will be assisted and cared for by a Representative of the airline in accordance with EU Legislation of 2005 rights. Information on your rights and regarding this legislation can be viewed and downloaded via the Air Passenger Rights Leaflet - http://www.europa.eu.int/comm/transport ... dex-en.htm.

If you have accommodation booked with our agency please advise us of any significant or major delays so that we can inform the hotel that you will be arriving later than scheduled so that they do not release your room.

Q. What if my flight is cancelled?

On rare occasions your flight might be cancelled due to reasons beyond the Travel Providers control, such as adverse weather conditions or problems with the aircraft that deem it unsafe to fly. In these instances you will be cared for by the Representatives of the airline. Please inform Superior Travel of the situation and advise if you are still travelling, and if so the new flight details so that we can advise the Accommodation Provider of this. If you no longer travel then depending on your Policy you may be able to make a claim through your Travel Insurance Provider.

Q.What if I miss my flight?

If you miss your outbound flight we must be informed as many Travel Providers will automatically class you as a no show and will therefore cancel your inbound sector also. We will therefore need to advise the Travel Provider if you are making alternative outbound arrangements and re-protect your inbound sector. If you miss your inbound flight please contact us via the emergency number and we can assist by looking for alternative flights for you and checking availability and pricing on your behalf.

Q.What is force majeure?

Force Majeure refers to circumstances completely beyond the control of any Travel Provider. These include, but not exclusively, war or threat of war, riots or civil strife, industrial disputes, fire, adverse weather conditions, natural or nuclear disasters, government or terrorist activity. No responsibility is accepted for any problems caused as a result of the above but assistance will be given by your Travel Provider wherever possible.

Q.Can I pre-book my seats/extra leg room/excess luggage?

Yes you can dependant on the airline that you are travelling with. Please contact us and we can check details and prices for you.

Q.What if I have a specific dietary requirement?

Please inform us if you have a specific dietary requirement for your in-flight meals, for example, vegetarian, vegan, halal or nut allergies, and we will inform the airline of this who will endeavour to accommodate you.

Accommodation

Q.How are the Hotel Ratings awarded?

All hotels have an official rating, which is made based on the facilities and amenities provided. The Travel Provider also awards each property their own rating, which is based on their experience and customer feedback, and this may differ from the official rating of the property. Official ratings are given by the local Tourist Board and so will differ depending on which country you are visiting. All hotels will adhere to the local Health and Safety standards and guidelines.

Q.What are the check-in and check-out times?

Check-in and check-out times do vary according to the hotel, but standard guidelines are a check-in of 12:00 midday on the day of arrival and a check-out of 10:00 on the day of departure. Please note that the dining facilities included in your package will end at check-out time, for example, your flight might not depart until midnight, but you will check out of your room at approximately 10:00 and your All Inclusive will also finish at this time.

Q.Can I get early check-in or late check-out?

Yes, but this is dependent on availability and at the discretion of the hotelier. The hotel will often charge a supplement for this service. Alternatively, at your request, we can book you additional nights at the hotel at either end of your stay ensuring that you can check-in immediately upon arrival and/or keep your room until the moment of departure. This is often recommended if you are travelling at unsociable hours or through the night. Failing this, the hotel will often have communal facilities for guests that have late departures.

Q.What is provided under the All Inclusive offer?

All Inclusive offers vary widely from All Inclusive Light, which is normally alcoholic drinks only at meal times, to the full All Inclusive package. It is important that you check your hotel voucher so that you are fully aware of the All Inclusive level that you are on. All All Inclusive packages will have restrictions with regards to the times that food and alcohol is available and the type of alcohol on offer. Food will generally be buffet style although some hotels will have a la carte restaurants that you will be able to check in to a certain amount of times per week. Some All Inclusives also include water sports or gym and spa facilities. If you are unsure of what is included in your offer please check with us prior to your departure and we will be happy to check what is included in your contract with your Travel Provider.

Q.What if I have made a Special Request?

Special requests such as pool or sea views, high floors or rooms close by to each other can be noted but cannot be guaranteed and so will not appear on your booking confirmation. They will be provided dependant on availability and at the discretion of the hotelier. If you want to guarantee a specific request it may be possible to pay a supplement to secure this room type.

Q.Can the hotel make local charges for services?

Yes, properties reserve the right to make charges for certain facilities, which can include, but not exclusively, safety deposit boxes, mini bar hire, air conditioning usage and spa or gym facilities. Some hotels may also require a security deposit to safeguard against damage, which is returned upon departure subject to inspection, or require that your card details be left as payment for any extras that you may use throughout your stay.

Q.Can the hotel withdraw or close advertised facilities?

Yes, the facilities on offer at the hotel may vary depending on the season travelling and can be removed or closed at the discretion of the hotelier.

Q.What if I am pregnant?

If you are pregnant you are permitted to travel until the 28th week. If you wish to travel between 28 weeks and 32 weeks you must first obtain the permission of the airline, and then ensure that you have a valid doctors note stating that you are fit for travel. You are not permitted to travel after 32 weeks.

Personal Circumstance Issues

Q.What if I am pregnant?

Q.What if I have infants travelling with me?

You must be over 2 weeks to be permitted to fly, but less than 2 years of age on the return date of travel. Infants will be issued with a ticket but will not be allocated a seat, or have any luggage allowance.

Q.What if I am travelling as part of a large group?

If you are travelling as part of a large group and have several bookings with the same Travel Provider/s please ensure that you inform us so that your various bookings can be correlated and cross-referenced so that if any changes that may occur can be actioned to all parties.

Q.What if I am disabled?

It is imperative that you advise us of your disability so that the appropriate arrangements can be made with regards to assistance at the airport and wheelchair use. If disabled rooms are necessitated we must be advised at the time of booking so that we can check the suitability with the hotel prior to us confirming the room. Please also make us aware of any mobility restrictions as some hotels are in steep and hilly areas and will not be suitable for people with walking difficulties.

Problems Whilst Abroad

Q.What do I do if I have a problem with my hotel?

If you have a problem with your hotel, first report this to Reception and the Hotel Manager, who in most instances will be able to resolve the problem for you. If they are unable to do so or the problem persists then you will need to contact the local office of your Travel Provider. Full contact details will be listed on your accommodation voucher. If the problem still persists as your Agent we can help you by liaising with the Travel Provider in the UK. Our emergency number is listed in the Contact Details section.

Q. What do I do if I have an accident or become ill whilst abroad?

If any passenger within your party has an accident or becomes ill whilst staying at the booked accommodation, you must report the incident to Reception, file a report in the accident book which by law must be made available to you by the hotel, and complete an accident report form with the local Representative of your Travel Provider . The Travel Provider and Superior Travel must also be informed via the emergency numbers listed on your paperwork.

Q.Do I have a representative whilst abroad?

This will depend on the type of holiday you have booked. Some holidays will not have full representation as you have not booked a Package Holiday, but telephone numbers are provided on your hotel voucher for the local office of the Travel Provider who can arrange for a Representative to visit you in the event that you experience any problems with your booked accommodation. As your Agent we also provide an emergency number on our paperwork so that we can assist you with any problems that you may be experiencing. Please note that this facility is only open during office hours.

Re-Confirmation

Q. Do I have to reconfirm my flights?

You do not need to re-confirm your outbound flights as your Travel Provider we will inform us of any changes that have been made to your flights prior to your departure. Last minute changes can however occur to your flights whilst you are on holiday and so many Travel Providers request that you re-confirm your inbound flights. If you are required to do so full details will be listed on your flight tickets or itinerary.

Q. Do I have to re-confirm my transfers?

You are required to re-confirm your inbound transfers. If you do not do this then you will not be collected by the Transfer Provider from your hotel. Full details of how to do this are listed on your transfer voucher. Please note that if you have changed hotels whilst in resort or have experienced a flight change then you will need to inform your Transfer Provider of this.

Complaints Procedure

Q. What is the complaints procedure?

If you are making a complaint this must be received in our office no later than 28 days from your return date of travel. The complaint must be received in writing please note that we cannot accept anything verbally. When submitting a complaint please ensure that full details are provided including any documentary evidence that you may have in the way of receipts or photographs. Please view the Contact Details section for details.

Visa Information

Q. What are the passport and visa regulations?

It is your responsibility to ensure that you have valid passports for your trip with a minimum of 6 months validity on your return date of travel. Many countries, including the USA, require machine readable passports. It is also your responsibility to ensure that you have the correct visas in place depending on your Nationality and your travel destination. We cannot advise on passport and visa regulations and suggest that if you are in any doubt to check with the appropriate Embassy or Consulate. Useful sites: Home Office Identity and Passport Service and US Embassy Website.

Q. Do I need a Visa to travel to the USA? How do I apply for this?

Yes, any person travelling to the USA must now obtain pre-authorisation to travel, known as an ESTA electronic system for travel authorisation. This is an automated system used to determine the eligibility of visitors to the United States. This is a change to previous regulations where in accordance with the Visa Waiver Program you filled in a green form (I94W) while en route to the USA. Any approved ESTA applications are valid for two years and allow for multiple trips to the USA, but will need to be renewed if your passport expires within this time. You must apply at least 72 hours prior to travel or else there is risk that you may not receive confirmation, and without this you will not be able to travel. You need to log onto https://esta.cbp.dhs.gov and provide the requested information, which is the same as is currently required by the green visa waiver form, and includes passport information, communicable diseases and previous arrests/convictions/visa refusals. Please note that the address in the United States and flight detail elements of the application forms are optional. Please note that you may still be asked to fill in the green visa waiver forms on-board but these will be gradually phased out.

Passport, Visa and health requirements are your sole responsibility. If you do not possess the proper documentation you may be prevented from boarding the flight or vessel without a refund and Superior Travel do not accept any liability for this.

Useful Sites: US Embassy Website and ESTA

Civil Aviation Query? (CAA)

You have submitted a CAA form due to the company that you booked your flights with having gone into liquidation and are awaiting re-imbursement.

A - You have received a letter from us - This has informed you that your form has been processed and is now with the CAA awaiting re-imbursement. The CAA will now revert back to you directly and as your agent we will not hear anything further. If you wish to contact them directly to chase the status of your claim, please contact them on 01243 621 009.

B - You have not received a letter from us - Then we are currently still in the process of dealing with your claim. We apologise for the delay, but this is due to the sheer volume of forms that have been received. Please be assured that these have our urgent attention and you will receive notification shortly.

We regret that we cannot receive telephone calls regarding this as this will only serve to hinder the process, but if you wish to check that your claims form has been received please email myholiday@superior-travel.co.uk we can check and notify you in this manner.