Below are some frequently asked questions from customers that have booked with Holiday Supermarket.
What's my baggage allowance?
The baggage allowance to which you are entitled will vary from airline to airline and between scheduled carriers like KLM, Air France, BA and no frills carriers like Easyjet.
Scheduled carriers will usually give a free allowance for checked luggage as well as permitting a small amount of hand luggage to be taken into the aircraft cabin. Amounts may vary according to destination and airline so please contact us on the number given on your confirmation email for the precise amount in kilograms.
No frills carriers will almost always charge for checked luggage. This should have been offered to you as an option during the booking process and will be shown on your flight confirmation. Hand luggage to be taken into the aircraft cabin is strictly limited and must conform to both the weight and the size allowance that the airline specifies. If you are in any doubt please contact us on the number given on your confirmation email.
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How long does it take to process a refund for my flight?
Most tickets are non-changeable/non refundable.
If you would like to cancel your booking or have an enquiry please e-mail us by filling in and submitting the Contact Us form.
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Which airline am I flying with?
The confirmation e-mail sent at the time of your booking contains the airline information relating to your flight.
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What if I need an invoice or receipt?
You can use your confirmation e-mail as a receipt or invoice for your booking.
If you require a new copy of your confirmation e-mail, you can use the Contact Us form to make your request.
For business customers travelling on a business trip, the booking must be made using a business credit card in the travellers name, using the business address. We can only accept payment for bookings in the passenger’s name and the address the payment card is registered at.
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Why have I received a paper ticket rather than an e-ticket?
There could be a number of reasons why an e-ticket has not been issued on this occasion:
Not all airlines have the facility to offer e-tickets.
Certain airlines enforce restrictions on the number of flights that can accept e-tickets.
Certain airlines do not accept e-tickets for all passenger types (e.g. Infants).
Certain airlines are not able to offer e-tickets on all flights due to their own system capabilities.
If the itinerary includes more than 1 airline then an e-ticket is not always possible.
Airline reservation systems may be experiencing technical issues requiring paper tickets to be issued.
Please note that paper tickets cannot be converted to an electronic ticket after issue.
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When will I receive my flight tickets?
This is dependent on the ticket delivery method requested at the time of booking. Please check your booking confirmation which details the delivery method.
Unfortunately we cannot change your method of delivery once it has been requested.
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What time should I check in for my flight?
Please note that it is always best to check with the airline for accurate check in times.
We recommend that you check in at least 2 hours prior to departure for a short hall flight and at least 3 hours for a long haul flight. Please allow extra time if you are collecting any tickets e.g. TOD (Ticket on Departure).
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There is a mistake on my confirmation / e-mail / documentation, what should I do?
If you see a mistake on your confirmation e-mail or documentation, please fill in and submit the Contact Us form and one of our agents will be happy to assist you with your enquiry.
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I haven't received or I have lost my confirmation e-mail, how do I get another copy?
If you have not received your confirmation e-mail within 4 hours of making a booking or have lost the e-mail, please check your 'deleted items' and 'Junk Mail' folders.
To check if the booking was successfully made and obtain another copy of your confirmation e-mail you can click here to make a request for a new confirmation or enquire about the booking status.
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How do I know if I have successfully completed my booking/order?
Once your booking is confirmed, you will receive an automated e-mail containing your confirmation number and full details of the product that you have purchased.
If you have not received an e-mail confirmation, please see the answer on this page about lost confirmation emails.
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Can I change the details or travel dates of my booking?
Much depends on what changes you need to make and what the rules are for the specific flight you have booked.
If you wish to amend a booking or wish to enquiry if a specific change can be made, then please fill in the Contact Us form and submit your change or enquiry. We will then be able to check the booking details and get back to you as soon as possible to advise if the amendment is possible and if it will incur a refund or additional charge. In some cases flights are totally non-refundable and non-changeable and so the airline would treat changes to travel dates as a cancellation and you would need to re-book and pay again. For more flexible tickets and hotels reservations, HolidaySupermarket.com’s typical amendment fees are approximately 20-45 pounds in addition to the charge levied by the hotel or airline supplier, if applicable. All fees will be advised prior to any amendment being made on your behalf.
Click here to go to the Contact Us form.
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How do I cancel my flight ticket?
To submit a cancellation enquiry please use our Contact Us form and supply the booking / order reference number, we aim to respond to your enquiry with in 24 hours. Most low priced tickets are completely non-refundable. For this reason we recommend that you take out adequate travel insurance before booking. However cancellation charges can vary and in some cases, a part refund can be obtained, which is calculated by deducting the airline's cancellation fee and our administration fee. Full fees will be explained to you at the time of cancellation.
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