Destinology Customers - COVID-19 - FCO - Update

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Frequently Asked Questions

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Your key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 are:

  • Travellers will receive all essential information about the package before concluding the package travel contract.
  • There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
  • Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
  • Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
  • The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the customer may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
  • Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, customers are entitled to a refund and compensation where appropriate.
  • Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
  • Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
  • If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
  • Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
  • The organiser has to provide assistance if the traveller is in difficulty.

If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. We have taken out insolvency protection with the following entities:

  • For flight-based holidays: Civil Aviation Authority of Gatwick Airport South West Sussex RH6 0YR,, telephone 0330 103 6350, email [email protected]
  • For package holidays that do not include a flight: ABTA – The Travel Association of 30 Park Street London SE1 9EQ,, telephone 0203 758 8779, email [email protected]

Customers may contact these entities if services are denied because of our insolvency. Calls from UK landlines cost the standard rate, but from mobiles may be higher. Check with your network provider.

The Package Travel and Linked Travel Arrangements Regulations 2018 are available at

When you confirm your holiday booking you will be required to pay a non refundable deposit of 15% of the total holiday cost or £150 per person (which ever is the greater). If the booking is made within 12 weeks of departure, the full amount will be required at the time of booking.

Bookings made directly on our website require full payment at the time of booking. Some special offer flights will need to be paid in full at time of booking and are non-refundable should you subsequently cancel.

The balance of your holiday is due not less than 90 days before departure. If we do not receive this balance in full and on time we reserve the right to treat your booking as cancelled by you in which case standard cancellation charges will apply.

Payment can be made by Switch/Delta cards and all major Credit Cards. We also accept payment of your holiday balance by Direct Debit.

Any alteration to an existing booking will be treated as cancellation and rebooking and standard cancellation charges will be payable.

You or any member of your party may cancel your booking at any time providing that the cancellation is made by the person making the booking and is communicated to us in writing. The following scale shows the charges that will be applied, based on the day the written cancellation is received and whether travel documents have been issued. In certain cases cancellation charges, if incurred involuntarily, will be covered by insurance taken out at the time of booking. We therefore strongly recommended travel insurance is taken out on any holiday booking.


In all cases a cancellation fee of 15% of the total holiday cost or £150 per person (which ever is the greater) will apply to all bookings made with Destinology. In addition to this charge, additional cancellation charges will be levied based on the number of days prior to departure when your written cancellation is received.

  • 56 or more days prior to departure: 15% of the total holiday cost or £150 per person cancellation charge only (which ever is the greater).
  • 55 - 30 days prior to departure: Additional 50% of total holiday cost
  • 29 - 14 days prior to departure: Additional 75% of total holiday cost
  • 13 - 0 days prior to departure: Full 100% of total holiday cost
  • Special Airfare Circumstances: Where the full cost of the airfare is required at the time of booking, no refund will be applicable from the time of booking. Airfares affected by this 100% cancellation policy will be advised at the time of booking.

Many air tickets have no refund value whatsoever. Unless your confirmation invoice informs you otherwise this will apply to your ticket(s). If you need a ticket that will allow for a refund or an en-route amendment you must contact the Company in advance of making your payment. Air tickets that do have a refund value, that are returned to the Company are subject to a minimum cancellation charge of 15% of the total holiday cost or £150 per ticket (which ever is the greater), irrespective of the number of tickets returned. Tickets are presented to the respective airline or consolidator for assessment.

Refunds by airlines or consolidators for part-used/return halves of tickets are always less than pro-rata and in some cases there may be no refund value whatsoever. Refunds will not be paid to you until they have been received by the Company from the relevant airline or consolidator. This usually takes 8-12 weeks but in some cases (e.g. lost tickets) may take considerably longer. Tickets returned more than one year from the date of issue are classed as expired by the airline and generally have no refund value at all. If tickets are lost or stolen, certain airlines will not issue duplicates. New tickets may then have to be purchased locally, at the local fare. Even if replacement tickets are purchased, certain airlines will not issue refunds for lost/stolen tickets. A delay of up to 18 months is possible before authority from the airline to make any refund is received. The Company applies a further £35 per ticket administration fee over and above cancellation charges in such cases. Please ensure that any tickets returned to the company are sent by registered post. (ii) Other Period before departure* Amount of Cancellation (subject to documents charge shown as percentage being issued) of the holiday price between 4 and 8 weeks 50%, between 2 and 4 weeks 75%, less than 2 weeks 100%. Failure to arrive at point of departure 100% you will be notified on your confirmation invoice if different cancellation charges apply.

Although the Company makes every effort to ensure that published descriptions are correct, it does not own or operate airlines and other suppliers and cannot control or prevent changes. The Company therefore reserves the right to change the description of any flight and/or ground service before you book, in which case you will be told before a confirmation invoice is issued.

(a) Holiday arrangements excluding Packages: Alterations to bookings of this kind are infrequent. Although under no obligation to do so, the Company will endeavour to notify all changed before departure if it is practicable to do so. (Please see Section 13 Flights of our Terms and Conditions document). No compensation is payable by the Company in such cases. Should a schedule change occur to your itinerary after full balance/ticket issue, on either the outbound, or return flights the relevant supplier's decision will be final or amendment charges apply.(b) "Packages": Occasionally due to reasons beyond the Company's control, it may be necessary to amend the flights and/or other services which make up a package booking after it has been confirmed.

Such changes are considered to be either "major" or "minor". A major change is one made before departure that involves a change of UK departure airport (save between Heathrow and Gatwick), a difference of more than 12 hours in departure from the UK, change in your resort area overseas, or a change of accommodation to a lower classification than booked. A minor change is any other change. Whilst the Company has the right to make a minor change at any time without notification, major changes will be advised as soon as practicable offering you the choice of (a) accepting the amendment as notified (b) Purchasing another arrangement from the Company with the price difference payable/refundable as appropriate (c) Cancelling the arrangement(s). If you choose (c) all monies paid to the Company for the package will be refunded. In addition, you will receive the compensation listed below, except in cases of "force majeure" or "low bookings", as defined in our Terms and Conditions document. You must inform the Company of your decision as soon as possible after receiving notification (any in any event within 7 days). Period before scheduled departure within which a major change is notified.

Compensation per person:

  • Over 56 days: NIL
  • 56-29 days: GBP 20.00
  • 28- 15 days GBP 30.00
  • 14 days GBP 40.00
  • Note: In all cases the Company's liability is limited to the rates of compensation listed above. No further claims will be accepted for costs or additional expenses incurred as a result.

    Cancellation by the Company:

    • (a) Holiday arrangements including Packages: In the unlikely event that a booking has to be cancelled a full and prompt refund will be made of all monies paid to the Company less any insurance premiums and amendment fees. No compensation is payable.
    • (b) Packages: The Company reserves the right to withdraw or cancel the services on offer. If your holiday is cancelled (for reasons other than a failure by you to pay the final balance) you can either have a full refund of all monies paid or, where available, accept an offer of alternative comparable travel arrangements. We will refund any price difference if the alternative is of a lower value. In addition, unless the cancellation has been caused by "force majeure" or "low bookings" (defined in our Terms and Conditions document) compensation will be paid on the scale set out above.
    • Please review the appropriate paragraphs in our Terms and Conditions document - a link can be found on the footer of this page

Destinology are fully bonded with ATOL (number 0308), so your holiday or flight is covered by the government body, the CAA, in the unlikely event that Destinology were to cease trading. To obtain an ATOL bond, all travel companies must comply with strict financial criteria regarding the solvency of the company.

Destinology are also members of ABTA (number Y6411), so you are protected by the ABTA code of conduct. Further information can be found at

Destinology are fully bonded with ATOL (number 0308), so your holiday or flight is covered by the government body, the CAA, in the unlikely event that Destinology were to cease trading. To obtain an ATOL bond, all travel companies must comply with strict financial criteria regarding the solvency of the company.

Destinology are also members of ABTA (number Y6411), so you are protected by the ABTA code of conduct. Further information can be found at

Destinology is concerned about Internet security and takes care in ensuring all personal information is submitted securely. All our online credit card payments are processed using the latest e-commerce security.

All information submitted on the Destinology website is transmitted using Secure Socket Layer encryption (SSL) which automatically scrambles data before it is sent.

You can check the security of our checkout process as 'https' will show at the beginning of web address. You will also see a padlock on the bottom bar of your web browser.

Our standard opening times for our Travel Consultants and Customer Service team are:

  • Mon 09:00 until 20:00
  • Tue 09:00 until 20:00
  • Wed 09:00 until 20:00
  • Thu 09:00 until 20:00
  • Fri 09:00 until 20:00
  • Sat 10:00 until 18:00
  • Sun 10:00 until 18:00

Times may vary on public bank holidays

Telephone or Online Bookings

If you have made a booking by telephone or via our website, please contact Customer Services who will be happy to help, call 01204 867 139.

Contact by Email

You can also email the Customer Services team at [email protected]

Calling from Overseas

If you are calling from outside the UK, please call +44 (0)1204 474400

Where paper tickets are required, travel documents are usually ready for dispatch to you at least two weeks before departure, but cannot be released until we have received full payment (in cleared funds) from you for your package holiday or other holiday arrangement.

If you are not travelling on an e-ticket your documentation should be delivered a minimum of 7 days prior to departure, should you not receive your documents, please contact Customer Services on 01204 867 139 for assistance.

E-ticket is the paperless electronic ticket; it's paperless because when you book it the details are safely stored in the airline booking system so there is no need to send you a paper ticket. This makes it easy to change your booking. With e-ticket you can make alterations up to 30 minutes before minimum check-in time, subject to the normal fare restrictions.

Please note, effective from 1 April 2004 it is mandatory for customers to have an e-ticket on all routes where e-ticket is available. Customers do not have the option to select a paper ticket prior to travel or for a paper ticket to be made available at the airport from this date, where the route is an e-ticket route and an e-ticket is applicable.

It is your responsibility to identify all passport and requirements for your trip and that you allow adequate time to obtain required documents. Please note that many countries require that your passport is valid for six months beyond the period of your stay. Requirements can change and it is your responsibility to ensure that you comply with applicable passport and visa requirements and take all necessary documents with you to gain access to any country or region to which you make travel arrangements. If you fail to do so, you will be solely responsible for any cost, loss, or damage which you or the Company incurs as a result of your failure. For regular updates on visa requirements or any conflictions in particular regions, see the Foreign Commonwealth Office Website

Clients not holding passports marked "British Citizen" must check applicable requirements with their Embassy, Consulate, or the British Foreign Office.

It is always best to check with your GP to see if you need any inoculations or medications. Sometimes these need to be taken in advance of your travel date.

If you lose your tickets, it may be possible to re-issue them for a fee. The amount payable will depend on the circumstances of the loss and how close to the travel date you discover it. Tickets will be dispatched to you in accordance with your instructions and we accept no responsibility for their delivery. Not all tickets can be re-issued. Lost tickets, which cannot be reissued, are refunded at the sole discretion of the airline; these refunds can take up to one year to be authorized. The contract constituted by the Company's acceptance of your booking subject to these conditions shall constitute the entire agreement between you and the Company in relation to relevant booking, shall exclude all other terms and conditions (except for the relevant supplier's conditions and any application international conventions) and shall supersede all prior to contemporaneous communication or information provided.

Ramadan is the 9th Month of the Islamic Calendar and during this month, people of the Muslim Faith fast from Dawn until Dusk each day. The beginning of the Islamic lunar months depend on the actual sighting of the new moon. Thus Ramadan begins on a different day each year and moves forward.

Non-Muslims are in no way forced Islamic traditions during the month of Ramadan. However, as a sign of respect to the host country, guests are asked to refrain from consuming food, drinks, chewing gum and smoking in public during the fasting hours of the day. Muslims welcome guests of all religions and cultures and encourage them to learn more about Islam. For this reason, hotels all over Dubai have special Iftar (break of fast) gatherings and dinners at various restaurants available for guests and the general public. In addition, several hotels in Dubai feature special Ramadan tents, which open after the break of fast at sundown, and offer traditional Arabic food and drink where everyone can enjoy traditional Arabic hospitality. Most international hotels and restaurants within hotels are open during the day for non-Muslims. Restaurants will have separate sections open or keep curtains or blinds closed as a sign of respect to Muslim passers-by. In addition, in-room dining and room service is available as normal during the day in most international hotels and some restaurants offer home delivery services at certain hours for breakfast or lunch during the month of Ramadan. It is quite acceptable for small children to eat and drink in public during daylight, as their needs must be met. Guests staying at the hotels in Dubai can enjoy the beaches and the facilities of the hotel as they normally would. It is encouraged to wear conservative clothing during the month of Ramadan as a sign of respect. Not everything is closed during Ramadan. Opening and closing hours do change during the month as opposed to the other days of the year for offices and shops, but are usually open for short hours in the morning, usually from 10.00am to 12.00pm, and they re-open approximately half an hour to an hour after breaking fast until as late as midnight. Parks and other public places open after the breaking of fast and remain open until late at night.

Transfers aren't necessarily included as part of a package quoted on our website. Transfer details will be clearly stated if they are part of a particular package. When booking by phone, your Personal Travel Consultant will discuss all transfer options with you if you wish to book this as part of your holiday.

Usual check in time at resorts is 2pm and usual check out time at resorts is 11am.

In most cases a child is classed as an adult on the day of their 12th birthday. You must ensure you have returned from you holiday before the date of the child's 12th birthday, otherwise the adult price will apply.

We recommend that you check in at least 3 hours before departure for all flights. Please note, we cannot accept responsibility if you arrive later than check in closure and are unable to travel.

Some airlines offer the facility to pre book seats online, though this is not always possible as our holidays are based on Tour Operator fares. Where possible, Destinology will pre book seats, but has no control over the allocation of seats by the airlines. Seats numbers given at time of booking are never guaranteed and can therefore change. The provision of particular seats does not constitute a term of your contract with us.

We operate a Honeymoon Gift Service, where family and friends can contribute towards the cost of your honeymoon as part of their wedding gift to you. Using the Destinology Honeymoon Gift Service couldn't be easier; we will set up and manage your Honeymoon Gift Service, then send your Honeymoon Gift Slips that you can enclose with your wedding invitations. To discuss our Honeymoon Gift Service in more detail or to enquire about the honeymoons we can offer, please call to speak to one of our experienced travel consultants on 01204 867 139.

We recommend that you travel in the name on your passport, which in most cases is your maiden name. With some airlines it may be possible to travel in your married name if your passport still states your maiden name, but there can be a charge for this service.

We work very hard to ensure that our holidays go smoothly but if things did not quite go according to plan, please let us know by contacting our Customer Experience team at [email protected]