Travel

Why have you not sent me an ATOL certificate?

If you made your booking after 1 October 2012, and greater than 72 hours before departure, and did not receive an ATOL certificate, then your booking is not ATOL protected. ATOL only provides financial protection for package holidays with a flight, or flight only bookings so some bookings are not protected under the scheme. Also, only bookings with an international flight into or out of the UK are included. If you have booked a package holiday with us that does not include a flight, we will provide you with financial protection by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com. If you book arrangements other than an ATOL protected flight or a package holiday, we do not provide financial protection.

For new bookings made within 72 hours and for amendments made within 72 hours, we will not issue a certificate. You are still protected, but must have your Booking Confirmation and Invoice with you on holiday instead.

If your holiday has items on-request you will not receive a certificate until all items are processed and your booking is confirmed.

If you made an air package or flight booking with us prior to 1 October, you will only receive a certificate if an amendment is made that changes the details listed specifically on the certificate. If you made your booking prior to 1 October and do not amend your booking to receive a certificate, you are still protected at the same level you were previously. Keep your Booking Confirmation and Invoice safe and take it with you on holiday, as this is what you will need to produce if a claim is required.

If your booking changes from an air package or flight to an accommodation-only booking, or it changes to a non-flight package a certificate will not be issued. This is because your booking will no longer be protected under the ATOL scheme.

When should I receive my ATOL certificate?

If you made your booking through a Travel Agent, your certificate will be handed to you at the agency. If you made your booking online direct with us, a certificate will be sent to you via email shortly after you complete your booking.

If you made your booking direct with us via our Call Centre, your certificate will be emailed to you shortly after we complete your booking, or if you do not have an email address your certificate will be posted to you within 24 hours Monday-Friday/48 hours Saturday-Sunday.

What do I have to do with my ATOL certificate?

Keep your latest ATOL certificate safe with your Booking Confirmation and Invoice and your Departure Documents and take it on holiday with you.

Why have you issued me a new ATOL certificate?

If there are changes to your booking and the information provided on the previous certificate changes (more than 72 hours prior to departure), we must issue a new ATOL certificate. For example, if the flight number of your flight changes or new passengers are added to the booking. If changes are made to your booking that are not separately detailed on the certificate we will not send you a new certificate. For example, the name of your hotel or a minor flight time change.

Why has the type of ATOL certificate you issued me changed?

There are three types of ATOL certificates and any air-package or flight booking will fit into one of the categories. If your booking changes, it may require a different type of certificate or a certificate may be required when it was not previously appropriate.

For example, if you had a flight-only booking and received your flight-only certificate, but then added on an overnight accommodation or car hire you would then receive a package certificate. Or if you booked only accommodation initially, but then added on a flight, you would initially have received no certificate, but would then receive a package certificate.

If your booking changes from an air package or flight to an accommodation-only booking or a non-air package, a new certificate will not be issued as your booking will no longer be protected under the ATOL scheme.

Why do I have a different price on my ATOL certificate and my Invoice, or there is no amount at all stated on the certificate?

The amount protected under the ATOL scheme shows on Flight-Only and Flight Plus certificates, but does not show on Package Certificates.

The amount shown is protected under the ATOL scheme. Certain parts of your booking, such as UK domestic flights, insurance premiums, and credit card charges are not included, and therefore will not be part of the protected amount shown.

This does not affect the price or the details of your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you, what you have paid already, and the balance that must be paid.

Why are the number of passengers different on my ATOL certificate and my Invoice?

Infants are excluded from the number of passengers, however their names will be included in the list of passengers.

Why are everyone s names not listed?

It is a requirement for all passengers names to be listed on the Flight Only and Flight Plus certificate. Package Certificates may contain only the lead passenger name under the CAA guidelines. Whether all the names appear on a Package Certificate depends on the party size, however all names will be listed on the Booking Confirmation and/or invoice. In addition, only those passengers utilising all of the package or Flight Plus trip will be listed, so if some of your party are only using the accommodation, their names will not show.

This does not affect the people who are included in your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you and to make sure that all names are spelled correctly.

Why are some of my Flights and Extras not listed on my ATOL certificate?

There are certain rules that apply to what is protected by ATOL. Certain parts of your booking, such as UK domestic flights, insurance premiums and credit card charges are not included and therefore will not show on your certificate.

This does not affect the price or the details of your booking with us and you should check your Booking Confirmation and Invoice for what we have confirmed to you.

Why has my Travel Agent issued my certificate not you?

We have agreed with a number of the Travel Agents we work with that they will issue an ATOL certificate to you. This does not affect the level of protection you will receive, we just wanted to make sure you received your certificate as quickly as possible.

If I'm not protected under ATOL do I have any financial protection?

If you have booked a package holiday with us that does not include a flight, we will provide you with financial protection by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com. If you book arrangements other than an ATOL protected air package or flight booking, or a package holiday we do not provide financial protection.

FCO Travel Advice

Hayes and Jarvis work closely with the FCO at all times, and as a result of the FCO advice we are unable to sell any hotels located within the restricted zones.

Our policy:

Any passengers travelling within the next 42 days to Malindi Airport can either cancel free of charge or amend to an alternative destination with no administration fee but at any further, applicable costs. You will be contacted by one of our Operations team to discuss your options regarding your holiday, this is being done in departure date order.