Frequently Asked Questions

Payments

What is the cost of the Kuoni deposit?

The deposit for your holiday is £175 per passenger or 10% of the total holiday cost whichever is greater. When a special offer airfare is used a higher deposit may be required and you will be made aware of this at the time of booking. For any passengers booking a wedding in addition to the deposit mentioned above a weddings deposit of £200 will be payable.

When is my balance payment due?

Your balance payment is due 61 days before you travel. Your Kuoni invoice will show exactly what date your balance payment is due and can be found on the bottom line of the Price Breakdown sections of your invoice listed as 'balance due by'.

How can I pay?

You can pay your deposit or balance by the following methods:

Online:
Please go to manage your booking where payments can be made by debit or credit card. Please note that credit card payments will incur a 2% handling fee. Payments can also be tracked on our secure website.

By Phone:
Please call our After Sales team on 01306 744444: and payments can be made by debit or credit card. Please note that credit card payments will incur a 2% handling fee.

In Store:
A payment can be made for you holiday in any of our Kuoni stores located nationwide. Find your closest store.

Bank Transfer:
If you would like arrange your payment by bank transfer please contact our After Sales team on 01306 744444: for details.

By Post:
Payments can be made by cheque made payable to Kuoni Travel Ltd and sent for the attention of the Accounts Department to Kuoni Travel, Kuoni House, Dorking, Surrey, RH5 4AZ. We would ask that your seven digit booking reference is written clearly on the reverse of the cheque.
Payments can also be made by debit or credit card by completing the payment form enclosed with your invoice and sent for the attention of the Accounts Department to Kuoni Travel, Kuoni House, Dorking, Surrey, RH5 4AZ. Please note that credit card payments will incur a 2% handling fee.

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. No additional charge will be incurred on other payment methods.

Payments I have made on my booking are not showing on my invoice. How can I check they have been received?

You can track the payments made on your booking on the Manage your booking section of our website. Please visit manage your booking

Alternatively you can call our After Sales team on 01306 744444 or email them at aftersales@kuoni.co.uk and they will be able to confirm if your payment has been received.

Can I ask family and friends to pay money towards my holiday as a wedding present or a gift?

You can pay your deposit or balance by the following methods:

Gift Cards can be purchased for any reason and for any amount. Birthdays, honeymoon, anniversaries, retirement, wedding presents the choice is yours. For full details visit our Gift Card service.

Kuoni also offer a Gift List Service. The Kuoni Gift List is a personal way for guests to contribute to an unforgettable honeymoon or overseas wedding with Kuoni, voted Best Honeymoon Provider at PERFECT WEDDING magazine’s 2010 awards.

It’s simple to set-up and easy for guests to make payments, plus we’ll send you Kuoni Gift List announcement cards to send out with your invites. The hard work is taken care of.

But why limit this great idea to your honeymoon or overseas wedding? Birthdays, anniversaries, special occasions ... You can book a Kuoni holiday and set up a Kuoni Gift List anytime. For full details visit our online gift list.

Hotel information

How can I book a room for an early arrival or late departure?

Generally hotel rooms will be available for check in between 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.

Can I make a meal request at my hotel?

We are more than happy to pass on special dietary requirements to Hotels on your behalf. To request a special meal please mention your requirements to your Personal Travel Expert at the time of booking or contact our After Sales team on 01306 744444 or by email aftersales@kuoni.co.uk.

Can I request a particular room number or location of room at my hotel?

We are more than happy to pass a request to your hotel for a particular room number or location at the property if this room number or location is within the category of room that you have booked with Kuoni. All special requests are subject to availability and Kuoni cannot guarantee that your request will be accommodated.

If we are informed that your requested room location or number does not fall into the room category you have booked we will contact you to make you aware and offer you the option, subject to availability and relevant costs, of changing the category of room that you have booked.

What meal plan is my hotel booked on?

The meal plan that your hotel is booked on will be shown on your invoice. Please see below for details of the meal plan codes and what meals are included in your holiday cost

RO – No meals will be included

RB – Breakfast

HB – Breakfast and Dinner

FB – Breakfast, Lunch and Dinner

ALL – All Inclusive

MMP – Mixed Meal Plan – full details of the meals included are detailed in your itinerary

How can I check the facilities that my hotel offers?

Full details of the facilities on offer at your hotel can be found in our brochures or on our website. To view details on our website from the home page select your required destination and then select the hotel tab on this page. From here you will be offered a list of all of the properties we feature in your chosen destination. On selecting a hotel you will be given full information and images for your hotel.

Special requests

Can I make a meal request on my flight or at my hotel?

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 Personal Travel Expert at the time of booking or contact our After Sales team on 01306 744444 or by email aftersales@kuoni.co.uk. All special requests are subject to availability and Kuoni cannot guarantee that your request will be accommodated.

Can I request a particular room number or location of room at my hotel?

How can I book a room for an early arrival or late departure?

Gift cards and lists

How can I purchase Kuoni Gift Cards?

Gift Cards can be purchased for any reason and for any amount - birthdays, honeymoon, anniversaries, retirement, wedding presents the choice is yours. For full details of our Gift Card service Kuoni's Gift Cards

What is a Kuoni Gift List?

The Kuoni Gift List is a personal way for guests to contribute to an unforgettable honeymoon or overseas wedding with Kuoni, voted Best Honeymoon Provider at PERFECT WEDDING magazine’s 2010 awards. It’s simple to set-up and easy for guests to make payments, plus we’ll send you Kuoni Gift List announcement cards to send out with your invites. The hard work is taken care of.

But why limit this great idea to your honeymoon or overseas wedding? Birthdays, anniversaries, special occasions – you can book a Kuoni holiday and set up a Kuoni Gift List anytime. For full details Kuoni's Gift List.

Name changes, amendments to your holiday and cancellations

Can I make changes to my holiday once it is booked?

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 always be possible. If it is possible to make the change, it will be subject to an administration charge of £50 per booking, and payment of any further costs incurred as a result of the change.

To see if it is possible to make your required change to your holiday please contact our After Sales team on01306 744444 or by email aftersales@kuoni.co.uk and they will be able to advise you if your change is possible and what costs are involved to make this change.

I am now unable to travel on my holiday, is it possible to change the name on my booking to another person?

If a person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or other significant reason, we will agree to that person’s booking being transferred to another person (introduced by you) who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and all costs and charges incurred by us and/or incurred or imposed by any of our suppliers in order to make the transfer. Any name change made will be subject to approval by our suppliers.

An administration charge will be made of £50 per person for requests made more than 61 days before departure, and £100 per person within 61 days before departure. In addition for flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.

If all passengers on the booking are unable to travel this would be classed as a cancellation and we would not be able to assist in changing names on the booking.

If I have to cancel my booking what would the costs be?

If you or anyone on your holiday booking decides to cancel the holiday, the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. The following scale of charges will be payable depending on when the notification of cancellation is received Period prior to departure that Cancellation charge per person cancelling notice of cancellation is received by Kuoni

Prior to 61 days loss of deposit
60 – 42 days: 50% of total holiday cost
41 – 33 days: 60% of total holiday cost
32 – 15 days: 90% of total holiday cost
14 days or less: 100% of total holiday cost

NB In certain cases the airline may have applied certain ticketing deadlines to your booking and this may result in higher cancellation charges, so please enquire for details at the time of booking. Amendment charges are not refundable in the event of cancellation. We would strongly recommend that you take out appropriate travel insurance which provides cover against loss of deposit or cancellation fees.

If I have to cancel my booking how do I need to inform Kuoni?

If you or anyone on your holiday booking decides to cancel the holiday, the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. Please send your written confirmation of cancellation either by email to salescancel@kuoni.co.uk or by post to Kuoni Travel, Kuoni House, Dorking, Surrey, RH5 4AZ A cancellation invoice will be sent to you or your travel agent within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges. You may also check your booking has been cancelled on our web-site, www.kuoni.co.uk.

How will I know if my booking has been cancelled?

A cancellation invoice will be sent to you or your travel agent within 7 days of receipt of your written cancellation. If you do not receive this please contact us immediately in order to prevent an increase in charges. You may also check your booking has been cancelled on our web-site under manage your booking, Manage Your Booking.

On return

We have a complaint, how do we complain?

If a problem remains unresolved during your holiday, you should contact us in writing within 28 days of your return. Our postal address is Kuoni Travel, Customer Services, Kuoni House, Dorking, Surrey, RH5 4AZ or you can contact us by e-mail. We will reply to you within 28 days of receiving your correspondence, as laid down by the ABTA tour operator code of conduct. Please include your 7 digit booking reference with any correspondence and as much information as possible, including any photographs or receipts.

I followed the above procedure for complaint, however on receiving a response I am unhappy with the outcome?

We certainly hope that we can settle any holiday complaints amicably. We therefore ask that in the first instance you contact us either by telephone, or in writing, if your complaint is more complex, to outline why you are unhappy and how you feel this matter could best be resolved. We will then ensure your case is reviewed as necessary.

I have a query after travel and wish to talk to someone?

We have a dedicated Customer Services number which is 01306 744444 manned Monday - Friday 9am to 5pm or alternatively has an answer machine for out of hours where we will return your call as soon as possible.

My flight was delayed - Can I claim compensation/What do I do?

Airlines and Tour Operators do not generally offer compensation for flight delays. However, the majority of Travel Insurance policies will offer some compensation for such situations, and may cover any refund of out of pocket expenses or unused accommodation. A FDC (flight delay confirmation) is needed from either the airline or your travel company and therefore we ask that you contact us with details of the delay in order that we can organise this for you.

Lost Property - I have left something at the hotel/on the flight/on the transfer

Should an item of property go missing then we will endeavour to contact our suppliers to locate the item and return this to you. Please contact our customer service team and we will contact our suppliers for assistance. Should the item be found, we will try to return this to the UK free of charge, however in some circumstances this is not possible and a postal charge will be made. This will need to be paid before return of the item. Should an item not be found, we will be happy to provide a 'To Whom It May Concern' form detailing the loss and the fact it was reported on your return to the UK, which is suitable for the majority of insurance companies, should you wish to make a claim.

On return from my holiday, I have received my Credit Card statement and I believe I have been incorrectly charged by the hotel/car hire company. What should I do?

Please contact your credit card company immediately to advise them that you dispute the amount on your card. This will allow them to place a hold on this charge while both we, and your card company investigate. Please contact our customer service team and we will involve our accounts team and contact our supplier in order that the charge can be reversed. For car hire charges, please carefully read the rental conditions in our current brochure as some charges are not included with the rental and this may be a valid charge.

We had booked an excursion but then became unwell, or were unable to take the excursion. Can I claim a refund?

Please contact us by one of the above means and we will contact our local agents/representatives in order for a refund to be obtained.

Can't find the answer you are looking for?

Airline information

How do I find out my Airline Locator?

Your airline locator will be shown on your holiday documentation that is sent approximately 3 weeks before departure. If you require your airline locator prior to this time you can obtain this information from your Personal Travel Expert or our After Sales team.

Which Airport Terminal do I depart from?

Please find the links below for information on which Terminal your flight will depart from:

Gatwick Airport
Heathrow Airport
Manchester Airport

What is the flying time to my destination?

Please find a link to our weather, passport, vaccination, visa and flying times chart below

Kuoni's flying times

The times given 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).

How can I arrange assistance at the airport or on my flight?

If you require assistance at the airport or on your flight please contact your Personal Travel Expert or our After Sales team. They will arrange for our specialist team to contact you to obtain the relevant information needed to make arrangements with your airline.

What is my baggage allowance?

Airlines use two free checked baggage allowance systems; a weight allowance based on airline and class of travel and a piece system of 23kg per bag. Where airline tickets and holiday documentation have been provided by Kuoni they will show which baggage allowance system applies and details of the permitted weight allowance.

If your outward flight from the UK is on the piece system and you have onward connections with other carriers to various destinations, your baggage allowance may then be restricted by the weight system.

Please note domestic flights in the UK are governed by the weight system and not the piece system even if you connect onto a flight that uses the piece system. Please refer to your airline ticket for the correct baggage allowance. We recommend you clarify all baggage procedures with the airport check-in staff.

Listed below are links to some of the airline websites giving details of their baggage allowances:

British Airways
Emirates
Kenya Airways
Qantas
Singapore Airlines
Thai Airways
Virgin Atlantic

Will my baggage allowance be the same on internal flights within my destination?

If your internal flights involve travel by light aircraft or seaplane generally your luggage allowance will be less than on your international flights. Please check with your Personal Travel Expert at the time of booking to see if any restrictions may apply to your flights.

Will there be any restrictions on my hand baggage?

We advise you to check the BAA website before you travel for the latest hand baggage restrictions and liquid exemptions on www.baa.com. Some airlines may differ as to the weight and number of hand baggage pieces allowed but each bag must be no larger than 56cm tall, 45cm wide and 25cm deep.

All liquids must be in individual containers no greater than 100ml capacity and carried in a transparent re-sealable bag such as a 'ziplock' bag and no larger than 20cm x 20cm (8" x 8") in size. Liquids in containers of more than 100ml should be packed in your checked baggage as they will not be permitted in your hand baggage.

How do I reserve a specific seat on my flight?

The majority of airlines have a limited number of seats available for advance seating. How to reserve your flight seats varies from airline to airline and some airlines do make a charge to reserve specific seat numbers in advance of your departure date. Please see the links below for up to date information for each airline:

British Airways
Emirates
Qantas
Singapore Airlines
Thai Airways

If your chosen airline is not listed above or you require assistance with reserving seats with your airline please contact your Personal Travel Consultant or our After Sales team on 01306 744444. Kuoni will do everything possible to meet your seat requests however no guarantee can be given.

How can I book a seat with extra legroom?

Exit 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 and most airlines reserve bulkhead seats for clients requiring a sky cot for infants. We therefore recommend that our clients arrive for check in 3 hours prior to departure.

Can I make a meal request on my flight?

We are more than happy to pass on special dietary requirements to Airlines 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 Personal Travel Expert at the time of booking or contact our After Sales team on 01306 744444 or by email aftersales@kuoni.co.uk.

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 After Sales team once the booking has been invoiced.

A flight that is described as non-stop will not make any stops en route to your chosen destination.

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 at the time of travel which in most cases may be your maiden name.

What does Out of Date Range flights mean?

Our brochures are prepared well in advance and scheduled airlines will generally not have loaded their seats to sell until approximately 10 months before the departure. Should this apply we will inform you at the time of booking and calculate the price in anticipation that seats will be available in the specific airline booking class to which our specially negotiated airfares apply. We will issue an invoice recording the arrangements reserved for you and will take a deposit.

A contract between us will then come into existence on the basis that the price payable will be that applicable when the airline releases the seats and the timings and other flight details will be those confirmed at that time which may be different to those advised at the time of booking.

When the airline seats become available to book we will tell you the price and other flight details and give you 7 days to tell us whether you wish to continue with the booking on the basis of the confirmed price and other details or cancel and receive a full refund. If you wish to continue with the booking, we will issue a revised invoice.

In the event that flight seats do not become available, you will receive a full refund of your deposit. We will have no other liability and will not be responsible for refunding the cost of any services booked in conjunction with the flights

I am getting married overseas and taking my wedding dress with me. Can I take this on the flight with me?

Some airlines will occasionally allow wedding dresses to be carried as hand luggage and hung in the aircraft cabin. This mainly depends on the number of passengers on the flight which will not be known until you arrive at the airport, therefore this is not something we suggest that our wedding couples rely on.

We recommend wedding outfits are packed in a hard suitcase or boxed, and placed in the hold of the aircraft. Generally there is no extra baggage allowance for wedding outfits. Make sure that everything is clearly labeled and you tell the check-in staff that you are carrying wedding outfits.

My flight details have changed since I booked my holiday, why is this?

The flight timings shown in our brochure, on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.

Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled flight timings, and days of operation are subject to change.

We will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received.

Should the changes involve a reduction in the duration of your holiday, we will offer you a refund of any applicable costs.

Any change in the identity of the airline, flight timings and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.

How do I arrange a cot on my flight for my baby?

Please contact your Personal Travel Expert or our After Sales team on 01306 744444 who will assist you in booking a sky cot and bulkhead seats on your flight. Please note that due to limited bulkhead seats being available on each flight these will be subject to availability.

Weather, Visa's & vaccinations

What will the temperature, sunshine hours and rainfall be for my holiday destination?

Please find a link to our weather, passport, vaccination, visa and flying times chart below. Information is supplied by the Meteorological Office, local tourist offices and other sources and is given as a guide only.

View our weather, passport, vaccination, visa

Do I need a visa for the destination that I am travelling to?

Please find a link to our weather, passport, vaccination, visa and flying times chart below for visa requirements for British Passport holders.

View our visa information

What vaccinations will I need for my holiday destination?

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 your departure) to be fully effective by the date of travel. It is your responsibility to ensure you are aware of all recommended and required vaccination and health precautions in good time before departure.

Details are available from your GP Surgery and from the National Health Travel Network and Centre www.nathnac.org Sources of information include the Department of Health free leaflet ‘Health advice for travellers’ available on request Tel 0207 210 4850. Please find a link to our weather, passport, vaccination, visa and flying times chart below which will give an indication of the recommended requirements.

View vaccination information

Kuoni Plus offers

How will I know if a Kuoni Plus Offer applies to my holiday?

Any offers that are applicable to your holiday will be shown on your invoice, on our website www.kuoni.co.uk under manage your booking and in your Kuoni Itinerary Booklet when you receive you final holiday documentation. In order to qualify for a Kuoni Plus offer, your stay and/or holiday must be started and completed within the date band specified, under the individual offers as stated.

For hotel sale discounts and bonus night offers, where there is a minimum stay requirement, the nights spent at the hotel must be consecutive. The featured Kuoni Plus Offers are correct at the time of printing our brochures, but they may change, often at short notice. If you are interested in any of the Kuoni Plus Offers, please contact your travel agent and/or our Sales Team to check the current terms of the offer before you book.

Is a Kuoni Plus offer guaranteed?

Any offers that we show in our brochure are guaranteed unless we state that an offer is subject to availability. When the offer of a room upgrade is mentioned in Kuoni Plus, it is not necessarily an upgrade to the next category featured in our brochure, but usually an upgrade to the next category of room (not suite) available within the hotel.

Any room or meal plan upgrades offered will be given on arrival in resort. On the itinerary shown on your invoice the room or meal type shown will be the room or meal type that you have paid for.

What Wedding Anniversaries are covered in the Kuoni Plus offers?

Anniversary offers will apply if you are celebrating your Silver (25th) or Golden (50th) Wedding Anniversary while on holiday.

I am having a delayed honeymoon would the honeymoon offers still apply?

Our hotels do ask customers to take a copy of their wedding certificate with them on their honeymoon so that they can confirm your honeymoon is taking place immediately after your wedding.

If your honeymoon is being delayed please discuss this with your Personal Travel Expert at the time of booking and we will be happy to contact your hotel to ask if they would allow any honeymoon offers on your holiday. Unfortunately we are unable to guarantee that offers will be applicable for your holiday if your honeymoon is taking place a number of months after your wedding.

Documentation information

When will I receive my invoice?

You will receive your invoice within 7 days of making your booking. If you have not received your invoice in this time please contact our After Sales team on 01306 744444 who will arrange for a new copy to be sent to you.

Can you email me a copy of my invoice?

Currently we do not have the facility to send an email version of your invoice. You will be able to check your booking details on our web-site under manage your booking section, Manage Your Booking

My name has been spelt incorrectly on my invoice, what do I do?

We ask that if your name has been spelt incorrectly on your invoice that you contact our After Sales team immediately on 01306 744444 or by email aftersales@kuoni.co.uk

Will I receive a reminder when my balance payment is due?

We do not issue a reminder invoice prior to your balance due date however details of this date can be found at the bottom of your invoice under the holiday cost details. If you have missed your balance due date you will be sent a letter by our Accounts team to remind you that your balance is overdue.

When will I received my holiday tickets and itinerary?

Your holiday documentation will be sent to you or your Travel Agent around 14 days before your departure date. If you wish to find out what departure dates we are currently sending documents for please ring our After Sales team on 01306 744444 and select option 2 for payments & documents and then select option 2 again to hear our recorded message with details of the dates we are sending tickets for this week.

Can my holiday documents be emailed to me rather than posted?

We are happy to arrange for your documentation to be emailed to you rather than posted. If you would like us to arrange this please advise your Personal Travel Expert at the time of booking or call our After Sales team on 01306 744444

Do I need vouchers for my transfers or hotels?

The majority of transfers and hotel stays do not require a voucher. Please refer to the Hotel and Transfer sections of your Kuoni Itinerary Booklet where it will show if vouchers are required.

There will be occasions, when travelling on a multi centre holiday, where one property may require a voucher but others on your itinerary don’t. Full details will be shown in your Kuoni Itinerary Booklet if this is the case.

How do I order additional luggage tags or itinerary booklets?

In the interests of helping the environment we print one itinerary booklet per booking and include 4 tags per booking, however if you would like another itinerary booklet or extra tags please just email docs@kuoni.co.uk and we will be happy to send these to you.