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Frequently Asked Questions

Most Frequently Asked Questions

Advance Passenger Information (API) must be provided to the authorities before you travel. This required information includes your passport details and your contact information. Incorrect or incomplete information may result in your journey being delayed, either at check in or immigration. Hays Travel Ltd cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this. If you are unsure on who you provide your API to then please contact the telephone number or email address provided on your Hays Travel Booking Confirmation.

The majority of our suppliers now issue e-tickets. Information relating to your booking will be sent to you within 48 hours of the booking being made. There are, however, some exceptions. Some low cost airlines now require boarding cards to be printed before check-in.
All relevant documentation required for travel can be accessed and printed via the 'MY BOOKING' section of the Hays Travel website.

Where an email address has been provided, a confirmation email containing your booking summary will be sent to you within 48 hours.
E-tickets, which have been adopted by the majority of our suppliers, allow passengers ticketless travel. If the airline you are travelling with is uses e-tickets, you will be sent the required information via email within 24 hours of making your booking. Once received, simply print the documentation, as it is required for you to travel.

Low cost airlines do not offer this facility, however, many will offer a pay-on-board trolley service during your flight. If you are traveling to a long-haul destination and wish to add this service at an additional cost then please contact the telephone number or email address provided on your Hays Travel Booking Confirmation.

The majority of airlines will allow you to increase the amount of luggage you wish to take for an additional fee. This will vary for each individual airline. If you would like to upgrade your hold luggage after booking, please contact the telephone number or email address provided on your Hays Travel Booking Confirmation. If you do exceed your pre-arranged luggage allowance, the airline is within its rights to charge any excess baggage fees.

Yes, you can make secure online payments by visiting the 'MY BOOKING' section of the Hays Travel website. In order to log in, you will need your booking reference number, as well as the surname and date of birth of the lead passenger.
There are restrictions on what items you are permitted to carry in your hand luggage and hold luggage when boarding aircraft in the UK.

Taking liquids through security
There are restrictions on the amount of liquids you can carry in your hand luggage. If possible, pack liquids in your hold luggage (this is the baggage that you check-in prior to your flight).
If you do take liquids in your hand luggage then:
Liquids must be placed in containers that hold no more than 100ml each. Containers should be placed in a single, transparent, resealable plastic bag measuring approximately 20cm x 20cm. No more than one litre of liquids are to be carried in the plastic bag. The contents must fit comfortably inside the plastic bag so it can be sealed. The plastic bag must not be knotted or tied at the top. Only one plastic bag is to be carried per person and it must be shown at the airport security point prior to boarding your flight.
Containers larger than 100ml (except essential medicines), will not be allowed through the security point, even if they are only part full.
Liquids include:
All drinks, including water, soup and syrups Cosmetics and toiletries, including creams, lotions, oils, perfumes, mascara and lipsticks
Sprays, including shaving foam, hairspray and spray deodorants
Pastes, including toothpaste
Gels, including hair and shower gel
Contact lens solution
Any other solutions and items of similar consistency

Cigarette Lighters
You can only carry one cigarette lighter onboard the aircraft and it should be put inside a plastic bag with any liquids you may be carrying. You must keep the cigarette lighter with you throughout the flight. Please note that cigarette lighters cannot be placed inside hold luggage. Download the Civil Aviation Authority's (CAA) guide for full details of what you can carry in your luggage.
Further information can be found on the Direct Gov website, however, Hays Travel is not responsible, and accepts no liability, for the content found on the Direct Gov website.
If you require prescribed medication for a health condition, you should talk to your GP or Practice Nurse about travelling before your holiday, as they will be able tell you if you need to make any special arrangements. You should also always carry your medication in a correctly labelled container as issued by your pharmacist. Try to carry your medication in your hand luggage (airline regulations permitting), with a copy of your prescription. Try and also pack a spare supply of medication in your suitcase or hold luggage where possible, in case you lose your hand luggage. It may be a good idea to travel with a copy of your prescription. Some airlines require a letter from your GP giving details of your medication, as well as the name of the health condition that you require the medication for.
Yes, you need a passport to travel and will be prevented boarding if you do not have one.
Some countries will require you to have a valid passport for 6 months after your return date. This does vary from country to country, and we recommend that you check the Foreign and Commonwealth Office (FCO) website for advice for the specific country you are travelling to.
For non-UK passport holders, you will need to contact the embassy or consulate of the country you are travelling to. These contacts can also be found on the FCO website. Your documents will be checked at the UK departure point for your trip, and if not deemed acceptable, you will be denied travel. So please make sure you check your documentation. If you need to organise a new passport, please allow plenty of processing time before your departure, although you can pay an additional fee to expedite UK passport delivery. More information can be obtained here Apply for a UK Passport.
Yes, children require their own passport to travel abroad. Children's passports are generally valid for 5 years.
Application forms are available from Post Office branches that offer the Passport Check & Send service, or you can request a form online and it will be sent to you in the post.
More information can be found by visiting the following government website link:

If special assistance is required, you should notify us at the time of booking. This information will then be passed on to the airline in advance of travel. If you require special assistance but haven't notified us, please contact the telephone number or email address provided on your Hays Travel Booking Confirmation.

A request to cancel a booking must be made in writing by the lead passenger. The best way to do this is by sending an email to the one provided on your Hays Travel Booking Confirmation. Please make it clear to us if you are looking to cancel the entire booking or whether you would just like to cancel a specific member of your party's booking. To help us assist you quicker, please include your booking reference number. We will then contact you to advise you of any cancellation charges and seek your consent prior to cancelling. A cancellation invoice can be issued upon request should you require one for insurance purposes.

You can pay using Bank transfer in store, on the phone, or in the ‘My Bookings’ section of the website. Bank transfer is a simple, speedy, secure way to make a payment directly from your bank account. It lets you see your account balance before you approve the payment, and means you benefit from bank-grade security and no shared card details, as the payment is handled entirely by your bank. All you need to do is click on the ‘Bank transfer’ button on the payment page or email and select your UK bank. You’ll then be automatically redirected to the bank’s webpage or app, where you will confirm it’s you using your normal method and approve the pre-filled details. That’s it. It’s powered by American Express but open to everybody

If you are due a refund and have been sent a verification code - please click here.

You will need your account details, booking reference, surname, date of birth and the six-digit verification code. This must be your own bank account as lead passenger, or your authority to process to another passenger on the booking.

This site is secure and the information will not be used for any other purpose than your refund. Once the details are entered we will be able to process the transfer.