Frequently Asked Questions - General

Find answers to all your questions about our services, payment and other processes whilst on your holiday. Select a category from the left hand side menu then click on a question below.

If you wish to discuss any element of your client’s booking with Agency Sales please call 0800 988 5166 Monday to Friday 9am – 5pm or call our Helpdesk on 0800 988 5811 (9am-6pm Mon-Fri and 9am-5pm Sat).

Clients that receive our direct mailing campaign are of course able to take advantage of any promotional offer through an agent partner. Privileged Client discounts are split 50/50 with you.

We cannot control how clients come to us and are unable to refuse any client requesting to go on our database. We do not use your clients address details for anything other than the VIP service and so therefore we never knowingly direct mail agent clients.

The USA Visa Waiver Programme (VWP) allows most British Citizen Passport holders to enter and visit the US without the need to gain a Visa by applying online using Electronic System for Travel Authorisation (ESTA) in advance.

We recommend that your client apply for these themselves online. Clients who do not have access to an online facility can request that we apply for this on their behalf at a cost of £25 per person. Please note that once applied, this charge is Non-refundable as it is valid for a period of 2 years or the validity of the travellers passport (whichever is shorter).

If you do not require us to obtain an ESTA for your client they must make other arrangements, as they will not be able to travel without one. Further information regarding obtaining an ESTA is available on the confirmation Invoice.

For further information regarding ESTA please contact our Helpdesk on 0800 988 5811

(9am-6pm Mon-Fri and 9am-5pm Sat).

Passenger information sheets and other downloadable items can be found on our ‘Forms’ page. The optional excursion sheets can be viewed by searching our ‘Product’ page.

If for any reason you cannot find what you are looking for please call the agency sales team on 0800 988 5166 or email your request to

You can complete the online ‘Superform’ located on the ‘Superform’ tab at the top of the navigation bar on this page. Alternatively you can access this facility from the home page