Help & FAQs
Quick Links: Accommodation | Group Booking | Contact Us | Flights | General | Transfers | Insurance | Payment | Tickets/Documentation | Operations | Visas | API & Secure DataAccommodation
Q. |
How do we find the hotel once we have arrived at our destination? |
|---|---|
A. |
If you have not pre booked a transfer, then you will have to make your own way to the hotel, the address is on the Accommodation voucher. |
Q. |
Do I need an accommodation voucher to check-in to my property? |
A. |
It is very important that you keep your accommodation voucher safe. This provides the accommodation with confirmation of the reservation and proof of payment through Mytravel. A customer without a voucher may have problems whilst checking in, or be asked to pay again for their room. In the event of any problem whilst checking in, please contact our 24 hour in-resort helpline on + 44 844 879 8140 and we will endeavour to resolve the situation for you. |
Q. |
How do I request an invoice/accommodation voucher? |
A. |
Invoices confirming holiday details will be e-mailed within 24 hours of confirming the reservation. If you do not have a valid e-mail account these will be posted. Travel vouchers will be sent approximately 21 days before departure. |
Q. |
What time can I check-in/check-out of my accommodation? |
A. |
International check-in time is 1400 and check-out is between 1000 and midday. Some check-in/check-out times times can vary. |
Q. |
How do you rate your accommodation? |
A. |
Ratings systems are an attempt to give a guide to the overall quality of properties. The official ratings are given by the authorities in the country, and do tend to give a fair impression of relative standards within that country. However, different countries have different standards, so don't assume that a 3-star hotel in one country is equivalent to a 3-star hotel in another. Ratings used are based on the official rating at the particular property at the time of publishing. Some of our hotel providers also use their own rating system, if the accommodation supplier rating differs from the official rating we will display the hotels official rating within the hotel description. |
Q. |
Some of your All Inclusive hotels are graded, what does each grade mean? |
A. |
As there is no international agreement or understanding on what the term "All Inclusive" means, some of our properties use their own "All Inclusive" grading system, so that you know exactly what to expect upon arrival at your chosen destination.
In most cases and where applicable, full information will be supplied within each hotel description, however a brief summary of each grade is supplied below:I All Inclusive Light: The All Inclusive Light programme, is normally a Full Board plus drinks arrangement and consists of three meals each day, plus free beverages at meal times only. The drinks include locally produced beer, wine, soft drinks and water. All Inclusive Bronze: The All Inclusive Bronze programme includes three meals each day, plus a selection of locally produced alcoholic and non-alcholic beverages served with meals and from the bar (times are specified in the full hotel description). A limited selection of snacks are also available throughout the day (times are specified in the full hotel description). All Inclusive Silver:The All Inclusive Silver programme is an enhanced version of the Bronze package and includes three meals each day, snacks, a selection of locally produced alcoholic and non-alcholic drinks and selected imported unbranded alcoholic drinks, available at meal times and from the bar (times are specified in the full hotel description). Hotels selected to be in this category will have at least two restaurants, one of them being an 'a la carte' restaurant, where reservations can be made and guests can eat for up to two nights of their stay. The All Inclusive Silver programme will also include a minimum of four sports and leisure activities and a minimum of 2 nights entertainment each week. All Inclusive Gold: The All Inclusive Gold programme is the most comprehensive package and includes three meals each day, snacks, a full range of locally produced international and premium branded alcoholic and non-alcoholic drinks. This package also includes a full range of sports and leisure activities and a full entertainment programme. To reach this grading a hotel must have at least three restaurants or snack bars, three bars, unlimited snacks and drinks and a regularly filled minibar in each room. Please note: This grading system only applies to a selection of our All Inclusive properties. Please therefore, refer to the individual property for more information on the All Inclusive benefits available in each case. |
Group Booking
Q. |
How do I make a group booking? |
|---|---|
A. |
Call our Groups line on 0844 879 8272 or fill in the groups enquiry form here. |
Contact Us
Q. |
What is your address? |
|---|---|
A. |
For our contact us section click here. |
Q. |
How do I contact Customer Relations once I have already travelled? |
A. |
Please note that your initial correspondence within 28 days of return should be sent to Customer Relations, by e-mail click hereor letter, sent to Thomas Cook Customer Relations 2-4 Godwin Street, Bradford, BD1 2ST. Once you receive an acknowledgement, you can contact them by phone on the number they provide, which will be a number relevant to the nature of your case. |
Flights
Q. |
What is ATOL and what does it do for me? |
|---|---|
A. |
ATOL is a financial protection scheme managed by the Civil Aviation Authority ("CAA").
All travel companies selling air holiday packages and flights in the UK are required by law to hold a licence called an Air Travel Organiser's Licence ("ATOL"), which is granted after the company has met the CAA licensing requirements. In the event of an ATOL holder's failure, the ATOL Scheme ensures customers who paid and contracted with the ATOL holder for an air holiday package or a flight, do not lose the money paid over or are not stranded abroad. |
Q. |
Are flight only bookings ATOL protected? |
A. |
Yes, flight only bookings are ATOL protected by Thomas Cook Tour Operations Ltd under ATOL 1179. Therefore, in the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information click here to visit the ATOL website. |
Q. |
How do I add in-flight extras to my booking? |
A. |
In-flight extras can now be added at the time of booking for the majority of airlines we sell. You can add extra baggage, in-flight meals, pre-bookable seats, speedy boarding and much more.
Please click here to check the prices now. To add an extra to an existing booking please e-mail contactus@mytravel.comwith the booking reference and the names of the passengers who require it. We will amend the booking as per the request and send a new invoice. Please note: flight extras are not available with all airlines. There may also be some restrictions adding extras closer to departure date. |
Q. |
What is secure data? |
A. |
Please refer to API & Secure Data section of FAQs. |
Q. |
What is the Airport Development Fee (ADF)? Who has to Pay? Where do I buy my ticket? |
A. |
Various airports have introduced an Airport Development Fee (ADF) to help fund further development of the airports infrastructure and passenger facilities. The following airports that have introduced ADF are: Norwich International, Blackpool Airport, Newquay Airport, Knock Airport, Kerry Airport, Banjul Airport, Delhi Airport and Mumbai Airport. You must purchase your ticket before proceeding through security to Departures in order to be able to fly. For further information on Airport Development Fee (ADF) please log on to the airport websites for the most up to date charges. |
Q. |
what is Advanced Passenger Information (API)? |
A. |
Please refer to API & Secure Data section of FAQs. |
Q. |
Why are you asking for passport numbers, dates of birth and nationality when booking flights with certain airlines to selected destinations? |
A. |
Please refer to the API and Secure Data section of FAQs. |
Q. |
Some airlines charge for baggage, is the cost of hold baggage included in the price? |
A. |
When booking with airlines that charge for the carriage of baggage Mytravel include the cost of one bag in the price. |
Q. |
What time should I check in for my flight? |
A. |
It is recommended that you check in for your flight at least 2 hours before departure. And for a long haul flight 3 hours before departure. |
Q. |
How do I add Speedy Boarding to my easyjet flight booking? |
A. |
Speedy Boarding is a new service from easyjet that guarantees you will be amongst the first people called to board your flight whenever you check in. This extra is available for a small fee and can be added at the time of booking if the booking is made through the sales centre. You can also make a booking on line and add Speedy Boarding after booking through our on line amendment form or by calling administration on 0871 895 0108*. *Please note: calls to 0871 cost 10 pence per minute at all times from BT landlines (mobile and other providers' charges may vary). Please note: Speedy Boarding fee varies dependent on the route. Where passengers are bussed to the plane, it cannot be guaranteed that Speedy Boarders will be first off the bus. Where bussing is frequent on a route, this is reflected in the Speedy Boarding price you will pay. Currently Speedy Boarding is not available from all airports. |
Q. |
Are airline meals included in the price of my flight? |
A. |
Most scheduled airlines provide meals. However, they are not included in the price of any no-frills flight e.g Easyjet, BMI Baby etc. and they can only be purchased on-board. With the majority of charter flights this is also an optional extra which we do not include in the basic price. Please click here to find out if your airline includes meals. If you are travelling with a charter airline and wish to purchase an on-board meal this can be added at the time of booking at an additional cost, these costs will be advised at the time of booking. |
Q. |
What is my baggage allowance? |
A. |
Please note when making a booking one hold bag is included per person onto the booking. Mytravel gives you the option to remove this baggage or alternatively you may increase your luggage allowance. The luggage allowance amount is dependent on the airline. Please click here to download charter, scheduled and low-cost airline information. |
Q. |
What is my hand luggage allowance? |
A. |
Hand luggage allowance varies between airlines. Therefore, to check your allowance please click here to download information on airlines. |
Q. |
What is a direct flight? |
A. |
A direct flight may touch down en-route for re-fuelling, or to pick up and/or drop off passengers. In these instances you are not normally required to disembark and the flight is still considered to be a direct flight. Certain flights may require a disembarkation or change of aircraft en-route, in certain countries (e.g. USA) this may involve clearance of customs and immigration. Please ensure you have the appropriate passports and visa documents for any transit. For more information see the General section of FAQs. |
Q. |
What is a non-stop flight? |
A. |
A non-stop flight does not stop between the departure and arrival points. |
Q. |
Which terminal do I need to go to? |
A. |
Click here to view terminal information for your flight online or click here to download a copy. Please be aware that information can change at any time and therefore advisable to check directly before you travel |
Q. |
USA Bookings checklist |
A. |
f you are travelling to the USA or transitting through the USA please read the important information below. Failure to follow the below procedures may result in being denied boarding of your flight.
1. Provide secure data within 72 hours of making the booking. Please refer to API and Secure Data section of FAQs 2. Apply for ESTA. To do this please refer to esta.cbp.dhs.gov 3. Submit API to the airline if required. Please refer to the API and Secure Data section of FAQs. |
General
Q. |
What do I do if I do not receive a certificate or would like to ask a question regarding ATOL protection? |
|---|---|
A. |
Please e mail contactus@MyTravel/My travel with your question. We aim to respond within 48 hours. If your query is urgent please call administration on 0844 879 8272 |
Q. |
How do I know if my holiday arrangements are protected? |
A. |
All flight only and air inclusive package bookings on this website are fully protected by ATOL. Details of the holiday protection scheme will show on your confirmation invoice and an ATOL certificate. Please ensure you take all documentation with you on your trip. Please note: if you have booked your travel before the 1st of October you will not receive a separate ATOL certificate the details of you ATOL protection will be shown on your invoice only. |
Q. |
Are my travel arrangements protected? |
A. |
Flight only and flight inclusive packages are ATOL protected by the tour operator you book with. The applicable ATOL number will be stated in the tour operators booking conditions. Cruise only packages and Eurostar packages with MyTravel are bonded with ABTA. Other single components (such as accommodation only) that you can book on this website are not protected by a scheme of financial protection. If this is important to you, we recommend you book a MyTravel package or obtain suitable travel insurance. |
Q. |
I am based outside of the UK, can I make a booking on Mytravel? |
A. |
Unfortunately MyTravel is unable to accept bookings from customers based outside of the United Kingdom as we are not licensed to sell travel services in other countries. As MyTravel is part of the Thomas Cook Group, we can recommend the web sites of Thomas Cook companies based in France, Belgium, Germany, Poland or the Netherlands. To access these sites please use the links at the bottom of the Thomas Cook home page. Thomas Cook also has travel businesses based in Ireland, Canada, Sweden, Norway, Finland, Denmark, Czech Republic, Austria, Hungary, Egypt and India |
Q. |
Is a rep service included? |
A. |
If you have any issues in resort, our dedicated team are ready to take your call on our 24 hour in-resort helpline. Please call +44 844 879 8140 |
Q. |
What if my holiday details get changed? |
A. |
We will inform you of any changes to your holiday, if you have any questions regarding a holiday change then please contact Operations (pre-travel schedule changes) on 0844 879 8273 or click here to email. |
Q. |
What age is a passenger considered an infant/child/adult? |
A. |
This is dependant on the supplier and can differ for flights and accommodation. As a guidline an infant must be under 2 years of age on the return date of travel, a child 12 years and under. |
Q. |
What are the minimum ages to travel? |
A. |
If you are booking on Mytravel.com or over the phone the lead name on the booking must be a minimum age of 18. If you are 17 and travelling without an adult we will only allow you to book at a high street travel agent provided your parent/legal guardian is present and subject to you satisfying our suppliers conditions of travel. |
Q. |
Can you advise on passport and visa requirements? |
A. |
It is your responsibility to ensure that you have the relevant documentation to complete your journey. Please check with the passport office and the appropriate consulate/embassy for visa information. The following link may be useful www.ukpa.gov.uk |
Transfers
Q. |
How will I know where to pick up my transfer on arrival? |
|---|---|
A. |
Holiday vouchers detailing your transfer will be sent to you 28 days prior to travel. For late bookings (made 8 weeks prior to departure) this will be sent automatically after the original booking was made. If you do not receive your holiday vouchers within the time periods detailed above please call our admin department on 0871 895 0108*. *Please note: calls to 0871 cost 10 pence per minute at all times from BT landlines (mobile and other providers' charges may vary). |
Q. |
Will my shuttle transfer pick me up from my accommodation? |
A. |
Whilst our transfer suppliers endeavour to operate a door to door service, on some occasions this may not be possible due to local restrictions such as pedestrian areas, road closures etc. Where these restrictions apply, drivers will drop and collect you from the nearest accessible point. The transfer supplier will not be responsible for transporting luggage. Please note: we do not operate to private addresses, villas or timeshare apartments. However, suppliers can drop you at a hotel close by and in this case please provide this as your accommodation details at time of booking. |
Q. |
What if I don't receive my holiday vouchers or details of my transfer are missing from the transfer voucher? |
A. |
If documentation is not received within the time periods detailed above please call admin on 0871 895 0108*. *Please note: calls to 0871 cost 10 pence per minute at all times from BT landlines (mobile and other providers' charges may vary). When you receive documentation please check your transfer voucher carefully to ensure full instructions are included. If instructions are missing on where to pick up your tranfser please call admin on 0871 895 0108*. Please note: calls to 0871 cost 10 pence per minute at all times from BT landlines (mobile and other providers' charges may vary). |
Q. |
What will be included in my transfer instructions? |
A. |
Instructions can vary depending on which country and resort. Usually you will have to look for a board with the transfer company name or the passenger name, sometimes you may need to make your way to an office within the terminal building or a designated meeting point. The time given on your voucher usually matches the time that your flight arrives in resort and the transfer company arranges to meet this flight. A local telephone number is included in case of a query or emergency. Instructions also state that passengers must not leave the airport building before locating their transfer drive or representative and always gives a telephone number in case of emergency. please ensure you have our emergency in resort number for Mytravel +44 844 879 8140 just in case you can not get through to the transfer company. |
Q. |
Do I need to reconfirm my return transfer? |
A. |
Passengers are usually instructed to call a local office 24-48 hours before your return flight to check what time the transfer vehicle is going to pick you up (telephone number is provided on your invoice). This cannot be decided beforehand as it depends on how many pick-ups there are for that particular vehicle and how long the journey takes. For this reason, the time shown on the transfer voucher is almost always 0:00. With some transfer companies it will state that pick-up times will be faxed to the hotel/accommodation and placed in your pigeon hole, alternatively, times may be posted in the reception area at your accommodation. On some occasions, when you call to confirm the time you will be given a confirmation reference and are instructed to have pen and paper at the ready. Please ensure you read your instructions in full before you travel, failure to comply with transfer instructions may result in problems for you and you may incur additional costs. Please call our 24 hour in-resort helpline on +44 844 879 8140 for any assistance with transfer arrangements whilst in resort. |
Q. |
What should I do if there is an issue with my transfer in resort? |
A. |
If you have any issues in resort, our dedicated team are ready to take your call on our 24 hour in-resort helpline. Please call +44 844 879 8140 |
Insurance
Q. |
Do I need insurance? |
|---|---|
A. |
Your protection is vitally important and we therefore strongly recommend you take out adequate Travel Insurance. It is a condition of our contract with you that you have suitable insurance cover for the travel arrangements you have booked with us and any activities which you expect to take part in. For a no obligation quote, please visit your local Thomas Cook travel agent or visit the website www.thomascookinsurance.com to book your insurance. |
Payment
Q. |
How much deposit must I pay? |
|---|---|
A. |
If a booking is made more than 12 weeks before the intended departure date, they must pay the following: 'Packages' (typically, but not limited to, Flight + Hotel bookings) (i)Packages: Variable, relating to the upfront charge made by our suppliers. In respect of additional payment for further components booked as part of a 'Package' - if booked simultaneously, these will be included within your variable Flight + Hotel payment. 'Components' (typically, an individually booked travel arrangement) (ii) Component Flight Only: Variable, relating to the upfront charge made by our suppliers, (iii) Component Transfers: Variable, relating to the upfront charge made by our suppliers, (iv) Component Accommodation Only: Deposit of £25 per person or the full payment whichever is less, (v) Component Attractions: £15 per person, (vi) Component Car Parking: £15 per booking. If any component is booked individually, the deposit shown above or full payment, whichever is less will be required, or such other deposit as may be required by the supplier of the services for the arrangements in question. If a booking is made within 12 weeks of your intended departure date, the total cost of the travel arrangements must be paid at the time of booking. |
Q. |
Are there credit card charges? |
A. |
Yes we do charge a credit card handling fee, which is 2.25%. |
Tickets/Documentation
Q. |
What is an e-ticket? |
|---|---|
A. |
An e-Ticket is a reference created by the airline to allow you to travel, this is instead of traditional airline tickets. All no-frills airlines, most charter and scheduled airlines use e-tickets. The e-ticket reference for your flight can be found on your travel vouchers. |
Q. |
When will I receive my tickets? |
A. |
The majority of our flight providers use e-tickets. Flight tickets are only required for customers travelling on Thomson Airlines. The tickets for those flights will be sent approximately two weeks before departure. |
Q. |
When will I receive my documentation? |
A. |
This will be sent to you 28 days prior to departure, if you do not receive documentation please contact admin on 0871 895 0108*. *Please note: calls to 0871 cost 10 pence per minute at all times from BT landlines (mobile and other providers' charges may vary). |
Operations
Q. |
What options do I have if I have received an operational change? |
|---|---|
A. |
If you have been issued an operational change the operations team will issue you with your options depending on what has been offered by the supplier and in line with the terms and conditions.
If you accept the operational change new documents will be sent confirming the new details. Please note once changes have been accepted, any further changes to the booking will be subject to normal administration and cancellation fees.
If we make a significant change to your booking and you do not wish to accept the alternative, we will offer cancellation with a full refund. Compensation may also be payable as detailed in our terms and conditions.nificant change to your booking and you do not wish to accept the alternative, we will offer cancellation with a full refund. Compensation may also be payable as detailed in our terms and conditions.
Please note once bookings are cancelled it cannot be reinstated. For further information on major and minor changes please click here to see our terms and conditions. |
Visas
Q. |
How do I find out about visas? |
|---|---|
A. |
For full details of any travel restrictions, entry and stay requirements, visa and travel advice to your particular destination, visit the Foreign Office website at www.fco.gov.uk/travel. 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. Non-British citizens including other EU nationals should contact the embassy, high commission or consulate of the destination for up to date advice on immigration, visa and entry requirements. Please note: it is your responsibility to ensure that you have the relevant documentation to complete your journey. |
Q. |
Do I need a visa to travel to Egypt? |
A. |
For Passengers travelling to Egypt: British visitors will need a full passport (valid for 6 months after leaving Egypt) and a visa. We recommend you obtain your visa from the Egyptian Consulate before departure. Alternatively, it is available upon arrival at the airport in Egypt. It may be slightly cheaper to purchase your visa upon arrival but there are likely to be queues at the visa counter in the airport. The visa costs approximately £13. |
Q. |
Do I need a visa to travel to Turkey? |
A. |
British nationals visiting Turkey must purchase a visa on arrival. This visa currently costs £10 sterling. This is payable only in English notes ? Cheques, cards, coins and Scottish notes are not accepted and no change is given. This visa is valid for multiple entries for a period of 90 days. Please note, cruise ship passengers who enter the country for a day trip and return to the ship on the same day, do not require a visa. The same applies to clients travelling to Greece on a package holiday using a charter flight who wish to visit Turkey for the day, without staying overnight. All other nationalities should contact the Turkish Consulate at Rutland Lodge, Rutland Gardens, London SW7 1BW or telephone 0906 834 7348 (calls are charged at 60p per minute). |
Q. |
Do I need a visa to travel to America? |
A. |
Most British Citizen passport holders do not need a visa to visit the US on business, pleasure or in transit if they intend to stay in the US for less than 90 days and as long as they have a Machine Readable Passport. This is called the Visa Waiver Programme, and more information on this is available on the US Embassy website. The requirement to have a machine readable passport was introduced on 26th October 2004. The US also announced a requirement that all new passports issued on or after 26th October 2005 must contain a digital photo image to enable the holder to travel to the USA visa free. This means that in order to travel under the VWP:
For more information please visit the Foreign and Commonwealth Office advice pages at www.fco.gov.uk. Or refer to FAQ's flights to America, for full details on API ESTA and Secure Flight Passenger Data. |
Q. |
How do I apply for a visa to go to the Cape Verde Islands? |
A. |
For more information please visit the Foreign and Commonwealth Office advice pages at www.fco.gov.uk. |
Q. |
Do I need a visa to travel to India? |
A. |
All foreign nationals including British citizens must have a visa when travelling to India. The Indian High Commission has recently changed its policy and with immediate effect Tourist Visa Applications can be applied for in person or by post. Visas must be applied for at the Indian High Commission (London), the Indian Consulate (Birmingham) or via selected visa agents. For the full and most up to date information please contact the Indian High Commission at http://hcilondon.in/visa.php, or telephone 0207 6323 149 / 0207 6323 152 / 0207 6323 153. Please note that we have been advised by the Indian High Commission that with immediate effect that the Indian authorities have placed restrictions on the return date of which a visitor can return to India on a visitors visa. The rules say that a person with a multiple entry Visitors visa cannot return to India within 60 days. There is provision for a person to apply to the local High Commission abroad and get permission in writing to travel within 60 days. Under those circumstances the passenger would have to register with the Foreigners Regional office on arrival in India. Full details of this new policy are available from the relevant Indian High Commission or Consulate www.hcilondon.net. |
Q. |
What is the cost of a visa for Kenya? |
A. |
For more information please visit the Foreign and Commonwealth Office advice pages at www.fco.gov.uk. |
API & Secure Data
Q. |
What is Secure Data? |
|---|---|
A. |
Secure data is a new entry requirement for all passengers travelling to and from or via the USA prior to travel. The Department of Homeland Security (DHS) and the Transportation Security Administration (TSA) require Secure Flight Passenger Data (SFPD) be entered into every reservation made for travel November 1st, 2010 and onwards. Airlines are strictly enforcing this and will not allow passengers to travel unless this information is submitted 72 hours after a booking is made and a new booking cannot be made 72 hours before travel. Bookings will not be ticketed unless secure data has been received. This information required is as follows: Full name (as per passport) Date of Birth Gender Redress (this is only applicable for customers who have previously been identified as needing additional screening and have already passed the screening process) |
Q. |
What is Redress number? |
A. |
Any person who believes they have been mistakenly matched to a name on the watch list and have subsequently experienced difficulties when flying to/from the US can apply for Redress through the Department of Homeland Security Traveller Redress Inquiry Program. A unique Redress number will be returned. This Redress number will help prevent future misidentifications for any passenger who may have a name that is similar. |
Q. |
How do I submit secure data for USA bookings? |
A. |
Please email Operationsor call on 0844 879 8273 with the details in the above Q&A. The title of the email should read - secure data, lead name & booking reference. This will need to be submitted for every passenger on the booking. Please ensure that you submit the data to the Operations team within 72 hours of the booking being made as tickets will not be issued until the airline receives this information. If you do not have the full details for all passengers at the time of booking, information can be submitted after booking by emailing Operations. Please ensure this information is submitted as soon as possible after booking to avoid any delays in the tickets being issued. |
Q. |
What if I do not supply my secure data information? |
A. |
As of the 1st December 2010 if you do not supply your secure data information to contactus@mytravel.com we will pass on any charges from the airline to re-ticket the booking to the customer. |
Q. |
What is Advanced Passenger Information (API)? |
A. |
For security reasons the US, most EU states, and other countries now require passengers to provide details about their passengers before they travel. This is known as Advance Passenger Information (API). API is designed to enhance border security by providing Border Control Agencies with pre-arrival and departure manifest data on all passengers. Mytravel will only provide each country's Customs and Immigration Authorities with the required relevant information. |
Q. |
Who is required to provide Advanced Passenger Information? |
A. |
1. All customers travelling to the USA, will have to provide API (sometimes referred to as US Secure Flight Passenger Data). 2. All customers departing the UK for selected destinations (except for the USA) will have to provide API. (This may be referred to as the E-Borders scheme). Different airlines and tour operators have their own websites to support this requirement. You will need to enter the Booking Reference. It is recommended that the lead passenger named on the booking takes responsibility for entering the Advanced Passenger Information for all passengers on the booking (including infants). |
Q. |
Does Advance Passenger Information guarantee admission to the United States? |
A. |
Completion of API is one of a number of requirements to be eligible to travel to the USA. Other entry requirements include;
By meeting all of these requirements and providing API, establishes that you are eligible to travel to the United States but does not guarantee admission. Upon arrival in the United states you will be inspected by a Customs and Border Protection officer at a port of entry who may determine that you are inadmissable under the Visa Waiver Program or for any reason under United States law. |
Q. |
What information is collected for Advanced Passenger Information (API)? |
A. |
You will be asked to provide passenger details found on the 'machine-readable' page of your passport - that is the page containing the photograph. You may be asked for: Full name (as per passport) Date of Birth Gender Passport number Country that issued your passport Date of passport expiration You may occasionally be asked for additional information - for travellers to the USa, this will include the address of your first night's stay and redress number. |
Q. |
Can I provide Advanced Passenger Information at the airport? |
A. |
We strongly recommend you provide your Advanced Passenger Information at least 7 days before you are due to travel. If there is any irregularity or information missing, we may be able to notify you before it is too late to correct. To minimise inconvenience and delays at check-in, the priority of our airport staff will be to collect Advanced Passenger Information from customers who booked within 7 days of travel. If you booked more than 7 days before departure and have failed to provide your Advanced Passenger Information, you can expect delays at check-in which could result in denied boarding of your flight - especially if travelling to the USA where it is a legal requirement to provide API at least 72 hours before departure. We will not be responsible for any refunds or costs you incur if you are denied boarding due to your failure to provide Advanced Passenger Information on our website or the information you provide is inaccurate. |
Q. |
How long is Advanced Passenger Information valid? |
A. |
The information provided is specific to the booking and journey undertaking. |
Q. |
How do I submit API? |
A. |
If you are flying with one of the below airline, please call our admin line 0871 895 0108 to submit your API.
Airlines: BMI Baby Jet 2 Please note: failure to submit API for the above airlines may result in a charge at check-in for customers - Mytravel will not be liable for this charge. If you are flying with any other airline not listed above, API can be submitted directly on the airlines website using the flight reference number printed on your tickets that will be sent to you 21 days prior to your departure. These airlines also currently accept API on check-in. |
Q. |
What happens if API is not completed? |
A. |
If you fail to provide all necessary information this will result in delays at both your UK departure and arrival airport and could result in denied boarding or denied entry to the destination country - especially the USA. |
Q. |
Advanced passenger information on TCX (Thomas Cook Airlines) flights |
A. |
Advance passenger information is now required by all flights operated by Thomas Cook Airlines to the following destinations USA, Goa, Gambia, Maldives. Mexico, Taba, Greece, Turkey, Italy, Bulgaria and Costa Almeria. To complete your Advanced Passenger Information go to www.thomascookapi.com You will need your flight booking reference, lead passenger surname and departure date to access your booking and this can be done between 1 month and 7 days before departure. We recommend the lead passenger on your booking is responsible for entering each customers details on the website. In order to do this, the lead passenger will need to have all passengers passport details available. The flight booking reference can be found on your travel vouchers (e.g flight booking reference MZ46CE or S138339U). |
Q. |
Do I need to submit middle names for my booking? |
A. |
You only need to supply your middle name if you are travelling to the USA. |
