Frequently Asked Questions

A selection of the most frequently asked questions to help you

Going on a trip or holiday can be a stressful experience. All the Travel Designers at Arrive Relax Travel along with our support staff want to help to make your journey as easy as possible, leaving you free to enjoy the wonderful experiences that travel can bring. So whether you’re planning a trip, already booked with us or just got home, we are here to help. Below you will find the most frequent asked questions from our customers to help you. If we haven’t covered the topic you have then of course, please give us a call on 0333 335 0130

What does API mean and who do I give this information to?

Advance Passenger Information (API) must be provided to the authorities before you travel. This required information includes your passport details and your contact information. Incorrect or incomplete information may result in your journey being delayed, either at check in or immigration. Arrive Relax Travel cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this.

Please click Customer Services in the menu above to enter your API and to pass the information to our support team

When do I get my tickets?

The majority of suppliers now issue e-tickets. Information relating to your booking will be sent to you within a few days of the booking being made. There are, however, some exceptions. Some low cost airlines now require boarding cards to be printed before check-in.

How long before I get my booking confirmation?

Where an email address has been provided, a confirmation email containing your booking summary will be sent to you within 48 hours.

What is an e-ticket?

E-tickets, which have been adopted by the majority of suppliers, allow passengers ticketless travel. If the airline you are travelling with is uses e-tickets, you will be sent the required information via email. Once received, simply print the documentation, as it is required for you to travel.

Are flight meals included?

This varies by airline. The majority of low cost airlines (and some full service airlines on European route) now offer a buy on board service. Your Travel Designer will advise you at the time of booking everything that is included in your travel arrangements.

Can I change my hold baggage allowance once I have booked my travel arrangements?

This can be done by contacting your travel designer or our support staff on 0333 335 0130

Can I take liquids on-board the aircraft?

There are restrictions on what items you are permitted to carry in your hand luggage and hold luggage when boarding aircraft in the UK.

Taking liquids through security

There are restrictions on the amount of liquids you can carry in your hand luggage. If possible, pack liquids in your hold luggage (this is the baggage that you check-in prior to your flight).

If you do take liquids in your hand luggage then:

Liquids must be placed in containers that hold no more than 100ml each. Containers should be placed in a single, transparent, resealable plastic bag measuring approximately 20cm x 20cm. No more than one litre of liquids are to be carried in the plastic bag. The contents must fit comfortably inside the plastic bag so it can be sealed. The plastic bag must not be knotted or tied at the top. Only one plastic bag is to be carried per person and it must be shown at the airport security point prior to boarding your flight.

Containers larger than 100ml (except essential medicines), will not be allowed through the security point, even if they are only part full.

Liquids include:

All drinks, including water, soup and syrups
Cosmetics and toiletries, including creams, lotions, oils, perfumes, mascara and lipsticks
Sprays, including shaving foam, hairspray and spray deodorants
Pastes, including toothpaste
Gels, including hair and shower gel
Contact lens solution
Any other solutions and items of similar consistency

Cigarette Lighters

You can only carry one cigarette lighter onboard the aircraft and it should be put inside a plastic bag with any liquids you may be carrying. You must keep the cigarette lighter with you throughout the flight. Please note that cigarette lighters cannot be placed inside hold luggage. Download the Civil Aviation Authority’s (CAA) guide for full details of what you can carry in your luggage.

Further information can be found on the Direct Gov website, however, Arrive Relax Travel is not responsible, and accepts no liability, for the content found on the Direct Gov website.

Can I take medicine abroad?

If you require prescribed medication for a health condition, you should talk to your GP or Practice Nurse about travelling before your holiday, as they will be able tell you if you need to make any special arrangements. You should also always carry your medication in a correctly labelled container as issued by your pharmacist. Try to carry your medication in your hand luggage (airline regulations permitting), with a copy of your prescription. Try and also pack a spare supply of medication in your suitcase or hold luggage where possible, in case you lose your hand luggage. It may be a good idea to travel with a copy of your prescription. Some airlines require a letter from your GP giving details of your medication, as well as the name of the health condition that you require the medication for.

Do I need a passport to fly?

The Simple answer to this is yes. You will be prevented boarding if you do not have one.

Some countries will require you to have a valid passport for 6 months after your return date. This does vary from country to country, and we recommend that you check the Foreign and Commonwealth Office (FCO) website for advice for the specific country you are travelling to.

For non-UK passport holders, you will need to contact the embassy or consulate of the country you are travelling to. These contacts can also be found on the FCO website. Your documents will be checked at the UK departure point for your trip, and if not deemed acceptable, you will be denied travel. So please make sure you check your documentation. If you need to organise a new passport, please allow plenty of processing time before your departure, although you can pay an additional fee to expedite UK passport delivery. More information can be obtained on the website.

How can I arrange assistance for my flights?

If special assistance is required, you should notify us at the time of booking. This information will then be passed on to the airline and tour operator in advance of travel. If you require special assistance but haven’t notified us, please contact us on 0333 335 0130 and speak with our support staff.

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