Frequently asked questions

When is my balance payment due?
Your balance is due 61 days before you travel. Your Kuoni invoice will show exactly what date this is due on the bottom line of your invoice listed as 'balance due by'.

How can I pay?
You can pay your deposit or balance by the following methods: Cheque; Credit card - we accept all major cards; Bankers Draft or Bank Transfer. Payment can be made by phone, online or by post.

Do you make a charge for payments made by Credit card?
For bookings made on or after 1st August 2008, a charge of 2% is payable for payments made using a credit card. However, if you pay by debit card or cheque, no additional charge will be incurred.

What will I be charged if I have to cancel my booking?
If you or anyone on your holiday booking decides to cancel the holiday we must be notified of the decision in writing. The cancellation will take effect from the day the written confirmation is received.
For details of the scale of charges payable, please read our current Terms & Conditions.
We would strongly recommend that you take out full insurance, which will in most cases include cover, under certain circumstances, against loss of deposit or cancellation fees. If you have taken advantage of an airline offer and paid a higher non-refundable deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above.
All cancellations are required in writing, please send these to: Kuoni Travel, Deepdene Avenue, Dorking, Surrey, RH5 4AZ, UK. Alternatively you can fax your cancellation to 01306 740719 or e-mail: help@kuoni.co.uk

What will the weather be like in?...
Information is supplied by the Meteorological Office, local tourist offices and other sources and is given as a guide only. Our Sales team are happy to advise on weather trends as many of the destinations featured in this brochure have a tropical climate where heavy rainfall and strong winds (sometimes hurricane force) do occur at certain times of the year, however world weather patterns are now becoming more and more erratic resulting in unusual rainfall, storms and even floods. Most people go on holiday to spend time in the sunshine and although adverse weather conditions can be very frustrating Kuoni cannot assume any responsibility for the statistical information provided opposite, nor accept liability to make refunds or pay compensation for alternative arrangements, damage to property or curtailed holidays as a result of such conditions.

VISA INFORMATION
Do I require a visa for?...What is the time difference in?... How long is the flight?...What are the passport requirements for?...
For advise on the requirements for British and Irish passport holders please read our visa information.

HEALTH, SAFETY & SECURITY ABROAD
We take the safety and security of our clients extremely seriously. If the Foreign Office advises that people should not visit a particular country, then we would act on this and reserve the right to cancel your holiday. However we are sure you appreciate from press and television coverage that the political, economic and social conditions in many of the countries we feature in this brochure are not as stable as we are used to in Europe. Sadly crimes against both people and their property are a fact of life the world over, and when in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive camera equipment etc. Travellers have the same responsibility for their personal safety and that of their possessions, as they do at home. Kuoni holidays operate to many parts of the world, some of which do not conform to British health and safety standards. We request that all hotels comply with the local regulations applicable in their country for health and safety but we cannot guarantee that these meet British standards and therefore urge that you undertake reasonable precautions to protect your family and yourself whilst on holiday.

To make the most of your trip abroad, check out the Foreign & Commonwealth Office website at www.fco.gov.uk/travel. Packed with essential travel advice and tips, this website offers a wealth of country-specific information that only the FCO can provide. Foreign Office advice is also displayed on BBC2 (Ceefax) page 470 onwards or you may wish to contact the Foreign Office Travel Advice Unit on 0845 850 2829.

HEALTH & VACINATIONS:
Health facilities, hygiene and disease risk vary worldwide. You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken early enough (which may be a month or more prior to departure) to be fully effective by the date of travel. Sources of information include the Department of Health free leaflet 'Health advice for travellers' (available on request Tel. 0800 555 777), your General Practitioner or a specialist clinic. The advice given in respect of vaccinations was correct at the time of going to press (May 2008). However, for more detailed information we would strongly recommend you contact your GP or one of the specialist vaccination centres immediately.

FLYING TIMES
The times given in this brochure are approximate and based on outbound flights. They may vary depending on flight schedules, type of aircraft, weather conditions etc., and are indications of the hours spent actually flying (excluding time on the ground during stops en route or when changing aircraft). Where no figures are shown, we do not offer direct or same-day connecting flights.

HOLIDAY INSURANCE
This is a vital part of any holiday so please ensure you take out travel insurance with full cancellation cover.

• Free children's insurance
• No upper age limit
• Scuba diving coverage

GIFT VOUCHERS
We offer a convenient way to save for your holiday, to buy for a birthday present, an anniversary gift, an incentive prize, or most popular of all, to put on your wedding list and get your friends to pay towards the cost of your honeymoon!
It's so simple and easy to do, just call our helpful sales staff on 01306 743000 or visit our weddings website at www.kuoni.co.uk/vouchers for further details.

Holiday money direct to your door
Order your foreign currency from us and we can deliver it direct to your door, or you can collect it at the airport.
We offer this service in conjunction with Currency Express and all details are available from our team (number as above) or on our website at www.kuoni.co.uk under Travel Extras. It's so simple, so easy to do and so much more convenient than going to the bank.

What is my baggage allowance?
There are two free baggage allowance systems, either a weight allowance or the pieces system. Where air tickets have been provided by Kuoni they will show which system applies and details of the permitted/free weight allowance if applicable. Luggage allowance details will not be shown if the E ticket system has been used.
As a general guide on the Weight System you are allowed 20 kilos (44lbs) for Economy Class, 30 kilos (66lbs) for Club Class and 40 kilos (88lbs) for First Class. The Piece System generally used for North America and the Caribbean allows a maximum of 32 Kilos (70lbs) per bag except within North America which is 23 Kilos (50lbs) per bag. Please also see the section entitled "Luggage" in the introductory pages of your Kuoni destination guide, despatched with your first invoice for further information.
With immediate effect all passengers flying on our Maldives Monarch flight are entitled to have a baggage allowance of 25kgs in the hold and 5kgs of hand luggage on board, provided they have a divers certificate with them.

Are transfers included with my holiday?
With the majority of our holidays return group coach transfers are included in your cost. The exceptions to this are if you are travelling to Australia, USA, Canada, Bonaire and Curacao. For holidays to Switzerland we include rail transfers in our holiday packages rather than coach transfers. If you have chosen to upgrade your transfer to a private car transfer the supplement for this will be shown under the costing section of your invoice. If you have not taken this option but would like to then please refer to the destination page in our brochure or call our Sales or Helpdesk team for costs.

I have seen an offer in your brochure however this is not shown on my invoice. Will I receive this offer?
Any offer that you see mentioned in our brochure will be offered on arrival at your hotel. If we are aware of any changes to the Kuoni Plus offers that we advertise we will make you aware of this at the time of booking.

Is a room upgrade offer guaranteed?
We detail in our brochure if the offers we have are subject to availability. Please note that any upgrades of room may be to the next category featured by the hotel rather than the next category featured by Kuoni in our brochure.

What Wedding Anniversaries are covered in the Kuoni Plus offers?
Silver (25th) and Golden (50th) Wedding Anniversaries

What are Kuoni vouchers?
Gift vouchers can be purchased for any reason and for any amount - birthdays, honeymoon, anniversaries, retirement, wedding presents the choice is yours. To request your vouchers simply complete our voucher request form.

How do I reserve a specific seat on my flight?
A limited number of seats are available for advance seating. We will do everything possible to meet your seat requests however no guarantee can be given. Most airlines reserve bulkhead seats for clients requiring a sky cot for infants and exit seats can only be allocated at check in and then only to passengers over the age of 16 who are physically fit. To request your seats please mention your requirements to your Travel Consultant at the time of booking or contact our Customer Helpdesk team.

How can I book a seat with extra legroom?
Seats with extra leg room (ie exit or bulkhead seats) can only be allocated on the day of departure by check in staff to passengers over the age of 16 who are physically fit. We therefore recommend that our clients arrive for check in 3 hours prior to departure.

How do I make a meal request?
We are more than happy to pass on special dietary requirements to Airlines and Hotels on your behalf. Please note that we require notice at least 48 hours before your departure date to arrange a special meal with an Airline. To request a special meal please mention your requirements to your Travel Consultant at the time of booking or contact our Customer Helpdesk team.

How can I book a room for early arrival or late departure?
Generally hotel rooms will be available between approximately noon and 3 pm, and are to be vacated between 10 am and noon, irrespective of your arrival or departure times, unless we have stated otherwise. Should you wish your room to be ready prior to noon on your day of arrival or available after 10 am for an afternoon or evening departure, it is possible to reserve the room at the time booking at a cost no greater than the extra night price quoted on the brochure page.

What is the difference between a Direct and a non-stop flight?
The flight routings used in connection with our holidays may be used on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for re-fuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary. However, should you require this information at an earlier stage, please check with your Travel Agent and/or our Sales staff at the time of booking, or our Help Desk once the booking has been invoiced.

I am travelling on my honeymoon, what name should I travel in?
We recommend that you travel in the name that is on your passport which in most cases may be your maiden name. If you wish to travel in your married name but your passport is in your maiden name this may be possible however some airlines do make a charge for this arrangement.

My name has been spelt incorrectly on my invoice, what do I do?
I have given Kuoni the incorrect spelling of one of the passengers names on my booking, what do I do?
We ask that you contact our Customer Helpdesk team immediately if you have noticed that a title, first name or surname has been spelt incorrectly on your booking.

Rather than cancel my booking I would like to change the name of one of the passengers travelling?
If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge of £35 per booking, and payment of any further costs incurred as a result of the change. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge. Please note that save for the transfer of a booking, or the addition of any offers made by Kuoni in the brochure which were not requested at the time of booking, it will not be possible to make changes within 28 days of your scheduled departure date.

Can I make changes to my booking?
If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge of £35 per booking, and payment of any further costs incurred as a result of the change. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge. Please note that save for the transfer of a booking (see below), or the addition of any offers made by Kuoni in the brochure which were not requested at the time of booking, it will not be possible to make changes within 28 days of your scheduled departure date.

Can I add extras to my booking?
If you would like Kuoni to help you arrange extra's such as wine, champagne, flowers or chocolates to make your stay that extra special then we are more than happy to help with this. To enable us to obtain prices of any extra's you may require and on your acceptance of these costs book these for you we would require notice of at least 7 days before your departure date. Kuoni charge a handling fee of £15 for this service. Please contact our Customer Helpdesk team.

What Luggage allowance do I have on my flight?
Airlines measure your luggage allowance by one of two ways either by weight or by the piece system. The details of both systems listed below are to be used as a guideline only as allowances could vary from Airline to Airline.
Weight: The weight allowance you have will depend on the class of travel that you are flying, Economy or Premium Economy/World Traveller Plus - 20 kg per person, Business/Club Class - 30 kg per person, First Class - 40 kg per person.
Piece System: The piece system is based on the number of items of luggage that you are able to check in when you are on a flight.

Can I ask family and friends to pay money towards my holiday as a wedding present?
Gift Vouchers can be purchased for any reason and for any amount - birthdays, honeymoon, anniversaries, retirement, wedding presents the choice is yours. To request your vouchers simply complete our voucher request form.