Question 1

What is ATOL?

Accepted Answer

ATOL stands for Air Travel Organisers' Licensing. It was first introduced in 1973 and updated in 2012. After a number of travel company failures left people stranded, the government took steps to ensure consumers were covered, should firms fall into financial difficulties. All of our package holidays are ATOL protected and when purchasing a holiday you will receive an ATOL certificate immediately at the point of booking. ATOL protection is not provided for flight only, hotel only and any holidays extra such as airport lounges, parking etc.

Question 2

I am due a refund, how long should I wait for a refund?

Accepted Answer

We will issue a refund once this is received from your tour operator.

Most tour operators comply with Package Travel Regulations and issue refunds within 14 days. Once a refund is received our customer service team will call you to issue this back to the card used at the time of booking.

Question 3

What is an out of date range flight?

Accepted Answer

Out of date range flights are when a flight is outside of booking range which is usually at least approximately 10 months prior to departure.

At the time of booking the airfare is calculated based on an estimation in anticipation that the seats will be available at the price quoted at the time of booking.

You will be made aware at the time of booking that your flights are out of date range and this will also be detailed on your booking documentation. If we are able to secure flights for your chosen destination revised booking documentation confirming your full flight details once they are available.

In the case where we are unable to honor your holiday, the price quoted our programme changes team will make contact with you directly to discuss available options for your booking.

Question 4

When will I receive my tickets?

Accepted Answer

Your tickets will be sent via email approximately 7-14 days prior to your departure date. Please check your junk or spam folder if you haven't received them to the email address on your booking 7 days prior to departure please email our Customer Services Team.

Question 5

How do I arrange special assistance at the airport?

Accepted Answer

If you ask the sales consultant at the time of booking they can arrange for the special assistance link to be sent through via email.

Alternatively you can access the link here: https://bluebaytravel.co.uk/help/special-assistance

Once completed this form will automatically be emailed to our Customer Services Team who will contact the tour operator/supplier to get this arranged. They may be in touch further if we require any further information but will confirm once this has been arranged on your booking.

Question 6

What do I do if I am in-resort and require assistance?

Accepted Answer

If you are in a resort or at the airport and require assistance please contact us on our 24/7 in resort helpline +441782 498619 and one of our team will be able to assist you.

24/7 in resort helpline - +441782 498 619

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