Contact us

What is your deposit?

Our booking deposit is usually £250 per person.

Some airfares are booked at special competitive rates which the airline may require full payment for at the time of booking (these rates may also be non-refundable in the event of cancellation).

How soon after booking will I receive my documentation?

Correspondence will be sent either by post or via email, depending on your booking and what extras have been included.

Telephone bookings will receive a confirmation invoice via email within five working days of us confirming the booking.

Customers without an email address will receive a confirmation invoice by post within five working days of us confirming the booking.

Your departure documents and any other documents you require will be sent via email (if provided) or by Royal Mail post, a minimum of three weeks prior to departure. Please note that most of our scheduled flights now operate an e-ticket system - where this is the case, paper tickets will not be sent out and the airline reference number will be included on your departure documents.

Please ensure you retain your itinerary for all aspects of your journey as it may be required for check-in.

At what age is a child classified as an adult and up until what age does an infant qualify for infant prices?

Children aged 12 and over are classified as adults, and children under the age of 2 are classified as infants.

Child costs or reductions are shown where applicable and apply to children under 12 years of age on the date of their return travel to the UK, and when sharing a room with two adults.

An infant who turns 2 while on holiday will be classified as a child. Infants do not automatically receive a flight seat, baggage allowance, or in-flight meals.

How do I amend an existing booking?

If you want to change your booking (e.g. departure date, airline, airport, excursions, the number of people booked to travel, or to transfer to another Austravel holiday), we will do our best to help. 

We charge a minimum Amendment Fee of £35 per change plus any non-refundable costs arising from the contract terms of our suppliers. However, if you change your booking within 69 days of departure, the cancellation charges will apply. In the case of name changes, the applicable costs and/or cancellation charges will apply as appropriate.

Important Note: Name changes and/or departure changes are not always permitted by airlines. Most treat name changes as cancellations and charge accordingly. These charges will be passed on to you in addition to any other Amendment Fees. Once airline tickets have been issued, any changes made to the ticket(s) may result in you having to pay for the cancelled ticket(s) and purchase a new ticket(s) at full cost.

When the price is dependent on the number of people booked into the accommodation and you wish to change that number, the price will be recalculated based on the new party size. Any increase in price per person payable as a result of a part cancellation is not a Cancellation Charge. A separate Cancellation Charge will be levied in respect of bookings cancelled. A new confirmation invoice will be issued with Cancellation Charges shown.

How do I cancel an existing booking?

You or any member of your party may cancel your booking, or part of it, once it has been confirmed, but the instructions will only be valid if put in writing and signed by the person who made the booking, i.e. the lead passenger.

To cover the expense of processing your booking, we will apply a Cancellation Charge as shown below. The amount payable depends on when we receive your written instructions - the more notice you give, the less we will charge. If you have to cancel for reasons covered by your insurance policy you should be able to recover your cancellation charges.

In certain cases the carrier or hotelier may apply a higher cancellation charge. Please check at the time of cancellation. Other holiday arrangements may have higher charges.

How do I complain about an existing booking?

Please give us a call on the numbers above. If you have already made a complaint and remain unhappy with our offer the following options are available to you. ABTA’s scheme for the resolution of disputes can be found by visiting www.abta.com or you are able to register your complaint with the European Commission Online Dispute (ODR) this can be accessed at http://ec.europa.eu/consumers/odr/

We appreciate that customers sometimes have specific requirements that need to be met to ensure everyone has a happy holiday. We promise to do our best to find the destination and accommodation that suits you.

Please ask for our Special Assistance Form before making your booking so we can assess your personal requirements (this may not be available for late bookings). While some of our tours and holidays may not be suitable for customers requiring special assistance or who have reduced mobility, many will provide the comfort and facilities you are looking for.

Call 01293 558 448*

Opening hours:

Monday to Friday: 9am - 5pm

Saturday: 9am - 5pm

Sunday: 10am - 4pm

How can I arrange assistance at the airports?

Wheelchair and special assistance for passengers with reduced mobility and/or sensory impairments can be provided at most airports. It is essential that you arrange this with us at the time of booking to avoid disappointment. If you do not make this request in advance, we cannot guarantee that the service will be available. Simply contact us on 0800 988 4676*.

I am taking my own wheelchair on holiday with me; can I use this to assist me through the airport?

We will need to notify the airline of your wheelchair and its dimensions and weight and request for you to use it through the airport; however the final decision lies with the airport staff upon check-in. We would recommend that you also request for airport assistance at the time of booking in case the airport staff advise you to check-in your own wheelchair and use an an airport wheelchair.

I will be carrying medical equipment onboard as part of my hand luggage, do I need to inform you?

Yes, please inform us of any medical equipment you will be taking on holiday with you and if you will need to use this onboard your flight as it may need to be cleared with the airline.

I am taking medication on holiday; will I need to inform you?

You will need to inform us of any medication if you are travelling to Vietnam or to the United Arab Emirates.

All travellers to the United Arab Emirates are advised to check whether their medication is on the prohibited drugs list provided by the UAE Ministry of Health or contact via the telephone on 0207 581 1281.

For any other destinations, it is recommended that you carry a repeat prescription with the medication in its original pharmacy packaging or a doctor’s letter confirming any liquid medication that exceeds the 100ml per bottle limit.

I require a specially adapted vehicle to pick me up from the airport and take me to the hotel and return, can this be arranged?

Yes, the majority of our suppliers will have these and we would need to contact them for availability and costs for your dates. Please contact us on 0800 988 4676*. 

Will a private transfer accommodate us, our suitcases and a collapsible wheelchair?

This will depend on your party size and the size of vehicle used by our suppliers.

We would need to contact them to advise of any mobility aids and to check and/or arrange vehicle size if needed. If a larger vehicle is required, there may be additional charges incurred.

If you are a journalist wishing to discuss a feature idea, travel trends, a press trip or are looking for fact box information, last minute deals or would like to receive our press releases, please contact: LOTUS. Contact names: Jules Ugo / Minty Woolgar / Katie Cosstick

The LOTUS press office does not deal with marketing or advertising enquiriesand only media and journalist requests to this email will be answered.

Email

[email protected]

Telephone

+44 (0)20 7953 7470*

Twitter

@travelopiapr