Still haven't answered your question?
Please e-mail us with your question, or contact us at the address below.
The Newmarket Group
Surrey SM6 0BP
Call: 0330 160 7700
Bank Holidays - Closed
*Standard landline charges apply.
Sat - Closed
Sun - Closed
Frequently Asked Questions
The following are the questions most frequently asked of our Customer Services agents by our customers. If your query is not answered to your satisfaction, please either e-mail us or call our Sales and Customer Services Team on the number at the top of the page.
- What should I do if I can’t find the holiday that I saw advertised?
- I’ve found the holiday I want but can’t seem to book it online. What should I do?
- Can I request a brochure online?
- Where are my tickets? Where are my Joining Instructions?
- Can I pay for my holiday in instalments?
- Can I pay the outstanding balance of my booking online?
- Will you remind me when I need to pay my balance?
- Do you send out receipts?
- What do I do if I need to cancel my booking?
- Why are there no airline tickets included with my Joining Instructions?
- Why are there no rail tickets included with my Joining Instructions?
- Why are there no show/event or venue tickets included with my Joining Instructions?
- If I decide I want to go on your optional excursions after I’ve booked, can I book them when on holiday?
- Do I need a passport?
- What do I do if my name is spelt wrong on my confirmation?
- How long before my departure do I need to be at the airport?
- How long does the transfer from/to the airport take?
- Will the coach have toilet facilities?
- Which currency will I need?
- Which hotel will I be staying in?
- What will the weather be like?
- What will my luggage allowance be?
- How do I sign in to Manage My Booking?
- What should I do if I haven’t received my e-mail confirmations?
- Will your coach pick me up at the pick-up point I have chosen?
- Can I book airport parking, pre-flight hotels and airport lounges through you?
What should I do if I can't find the holiday that I saw advertised?
If you can't find a particular holiday when browsing our site, your best bet is to try using the Google-powered Site Search tool that you'll find in the top right of each web page.
If that doesn't bring back the holiday you're looking for you may also want to check our Sitemap - as that lists all the holidays we're currently selling online.
Finally, you can always send us a message through our Contact Us page and we'll do our best to help.
I've found the holiday I want but can't seem to book it online. What should I do?
A small number of the holidays shown on our site are not available to book online (you'll know because there's no panel to select a departure date in the top-right corner of the Holiday Details page). You may still be able to book these holidays over the telephone, though, so please call our Customer Services Department on 0330 160 7700 for help making a booking.
Can I request a brochure online?
Full details of almost all of our current holidays and breaks are available to view and book online, but if you would prefer to receive a printed brochure through the post you can use the 'Request a brochure' link on our homepage to have a selection sent to you.
Where are my tickets? Where are my Joining Instructions?
Approximately one week before your departure date you'll receive your final travel details, either through the post or by e-mail (for overseas air holidays, if provided when booking). These will include information about where you will be picked up and at what time, flight details if relevant, and everything else you'll need to know before you travel.
Can I pay for my holiday in instalments?
Our Easy Payment option enables you to spread the cost of your holiday and pay your balance in equal monthly instalments, up to the final balance due date. This option offers:
Payments by Direct debit
0% interest on balance payments
Your choice of monthly payment date
Click here to find out how to set up Easy Payment for your holiday, or call us on 0330 160 7822.
Can I pay the outstanding balance of my booking online?
You can now pay your outstanding balance in full or in instalments, with your credit or debit card, through our secure, online booking management system, called 'Manage My Booking'.
Click here to visit Manage My Booking.
Payments can also be made through the post by cheque, Banker's Draft, Credit or Debit Card, to:
The Newmarket Group
Surrey SM6 0BP
Cheques should be made payable to Newmarket Air Holidays (for holidays including flights, except those flying from Jersey) or Newmarket Promotions (for all other holidays, and including those flying from Jersey). To make a payment over the telephone, please call our Customer Services Department on 0330 160 7707.
(Unfortunately you won't be able to pay your balance online if you booked through a Travel Agent.)
Will you remind me when I need to pay my balance?
If you're receiving your booking details from us via e-mail you will be sent a Payment Reminder e-mail seven days before your final balance is due. This e-mail will contain a link to our online booking management system ('Manage My Booking'), where you will be able to pay your outstanding balance online with your credit or debit card.
No reminder will be sent out for bookings managed through the post, but your final balance due date (marked "DUE") will appear in the bottom right corner of your Confirmation of Booking.
Do you send out receipts?
An initial Confirmation of Booking is sent out by e-mail or post when you book, and any changes made to your booking (such as purchasing optional excursions) will generate a revised confirmation. If you received your confirmation by e-mail you will also receive e-mail confirmation of any balance payments made, but we do not send out receipts for balance payments for bookings confirmed by post unless requested to do so.
What do I do if I need to cancel my booking?
Contact us by telephone or e-mail us at firstname.lastname@example.org immediately. We will ask a number of security questions when you call, to ensure that your cancellation is genuine, so please have all your booking details to hand. Cancellation charges will apply as detailed in our Terms and Conditions of Booking.
Why are there no airline tickets included with my Joining Instructions?
Many airlines now operate a ticketless system, and so your final travel details will include an Electronic Ticket (E-ticket) number. Simply take your final travel details with you when you check in, and show this number to the check-in clerk. One number will cover your whole party on the outbound and inbound flight with the same airline.
Why are there no rail tickets included with my Joining Instructions?
All Joining Instructions for holidays and breaks travelling by rail should include tickets. In the unlikely event that you haven't received any, please contact our Customer Services Department on 0330 160 7707
Why are there no show/event or venue tickets included with my Joining Instructions?
For holidays and breaks travelling by coach, any tickets that you need will be given out by the Tour Manager or coach driver. For holidays where you organize your own travel (what we call Make-Your-Own-Way Breaks) any tickets that you need will be given to you at your hotel.
If I decide I want to go on your optional excursions after I've booked, can I book them when on holiday?
If our excursions haven't already sold out when you arrive in your holiday destination, you will be able to book them with your Tour Manager, but to avoid disappointment and to enjoy a pre-booking discount), we suggest that you sign in to our online booking management system ('Manage My Booking') and book your excursions there.
Click here to visit Manage My Booking.
If you are trying to book less than two weeks before your departure date, however, please call our Customer Services Department on 0330 160 7707 to see if we have any spaces remaining.
Do I need a passport?
All holidays and breaks to overseas destinations require a passport valid for three to six months after the date of return travel, depending on the destination. A passport (or at least photo ID) is also required for internal UK air travel. A valid passport is also essential for all our cruises, and British Citizens must hold a full 10-year passport, issued in the UK, and valid for at least six months after the return date of the cruise.
What do I do if my name is spelt wrong on my confirmation?
Due to heightened security, it has become extremely important that the names and titles given on any travel documents match those on your passports exactly. Please check that the genders, salutations, first names and surnames of your party shown on your documentation match the passport information (middle names are not necessary). If they do not, you can correct the details online through our secure online booking management system ('Manage My Booking').
Click here to visit Manage My Booking.
If you're unable to access our online booking management system, please call our Customer Services Department immediately on 0330 160 7707 so that they can make the corrections for you.
Amendments must be made within seven days of receiving your booking confirmation to avoid charges being levied, and we cannot be held responsible should the airline charge you or refuse to carry you.
How long before my departure do I need to be at the airport?
For flights to Europe and the UK you need to be at the airport at least two hours before departure. For transatlantic flights and other long-haul journeys, you will need to arrive at least three hours before departure.
How long does the transfer from/to the airport take?
Transfer times vary widely according to destination. In most cases, the transfer time will be shown online, on the Holiday Details page of the holiday you have booked. If they do not appear here, you can contact our Customer Services Department on 0330 160 7707 for further details.
Will the coach have toilet facilities?
Unfortunately we cannot guarantee a WC on board coaches within the UK, or on those that transfer you between the airport and your hotel, but we will make regular comfort stops throughout your journey. Our European coach tours, however, do use full executive coaches, which have toilet facilities on board.
Which currency will I need?
Click here to see a table of the currencies used by different countries.
Which hotel will I be staying in?
If we haven't already supplied them, the details and name of your hotel will be included in your Final Travel Details that you receive approximately one week before departure. If you have booked an Allocated on Arrival Late Deal, your hotel details will be confirmed to you when you arrive at your destination.
What will the weather be like?
Click ' target="new">www.metoffice.gov.uk/">Click here for up-to-date forecasts for countries, regions and cities around the globe.
What will my luggage allowance be?
Luggage allowances vary from airline to airline and even route to route. To find further details of what different airlines allow, visit www.seatguru.com. Details of your luggage allowance will be sent along with your Final Travel Details approximately one week before departure.
How do I sign in to Manage My Booking?
Signing in to 'Manage My Booking' is easy and secure. To sign in successfully you will need three things:
1. Your six-character Booking Reference
Your Booking Reference number should start with a letter, and look something like this:
It can be found in the third line of your Booking Confirmation e-mail, or to the right of the postal address near the top of the paper invoice if you received one through the post. (On paper invoices the Booking Reference is followed by a slash, a number, a dash and two or three letters. These are not part of your booking reference and are not needed when you sign in.)
2. The surname of the Lead Passenger
This will be the surname given in the first line of your Booking Confirmation e-mail, or at the top of the postal address on your paper invoice if you received one through the post.
If you have previously changed the surname of the Lead Passenger, either by telephone or through 'Manage My Booking' , please use the updated surname as given in the update Confirmation e-mail or paper Invoice that you should have received.
The lead passenger will be listed as 'First Passenger', 'Passenger One' or 'Lead Passenger' inside 'Manage My Booking'.
3. The departure date of your holiday
Your holiday Departure Date can be found in the second line of your Booking Confirmation e-mail, or on the third line of the printed text in the 'Details of Invoice' panel on your paper Invoice if you received one through the post.
Please make sure that you enter all of these details completely and correctly before you click on the 'Sign In' button.
Click here to go to Manage My Booking.
What should I do if I haven't received my e-mail confirmations?
There are three possible reasons why you might not receive an e-mail from us that you were expecting:
1. An incorrect e-mail address
The most common problem is a simple typing mistake - either spelling errors, or "co.uk" instead of ".com" etc. To check the e-mail address we have for you, simply sign in to our online booking management system ('Manage My Booking') and go to the 'Change my personal details' page. If you change the e-mail address here, a 'Booking Update' e-mail will be sent to the address you've entered.
Click here to visit Manage My Booking.
2. E-mail filters set too high
Particularly common with Hotmail and BT Internet accounts, this makes your e-mail account filter out all automatically generated e-mail - including ones from us. Try temporarily switching off or lowering the setting on your 'junk mail' or 'spam' filter. Alternatively, you can add our addresses,email@example.com and firstname.lastname@example.org, to your e-mail Contacts or Safe List.
3. An unaccountably lost e-mail
This isn't very common, but if it does seem to be happening and nothing else has worked, please give our Customer Services Department a call on 0330 160 7707 (calls charged at local rate).
Will your coach pick me up at the pick-up point I have chosen?
We know that a convenient local pick-up point is important to you, so we offer a wide choice of pick-up points across the country. All of these pick-ups are offered subject to a minimum number of passengers (usually four) choosing them. In the unlikely event that an insufficient number of passengers book your chosen pick-up, we may ask you to join the coach at the nearest operating pick-up point.
Can I book airport parking, pre-flight hotels and airport lounges through you?
Yes, you can. We work with Holiday Extras to offer you great deals on car parking airport hotels and private airport lounges from many of the airports we work with. Click on the link to find out more.