Many of the answers to our most commonly asked questions can be found here. Please search under the topic heading that your query relates to. If you cannot find the answer to your query, please do not hesitate to contact us using the methods found at the bottom of the page.

Click on the links below for help:

What happens after I have booked my holiday?
What should my confirmation include?
Are there any additional charges?
I haven’t received my e-mail confirmation?
What payment confirmation do I receive?
Can I purchase insurance?

When and how do I receive my travel documents?
What happens if I have not received my flight tickets within 5 days of departure?
What is involved with Ticket on Departure (TOD)?
Why have I not received any luggage labels?

What do I do if there is a mistake on my documents?
Can I make changes / amendments / additions?
Making changes to a low cost flight booking?
How do I cancel the booking?
What time do I need to arrive at the airport?
What is my baggage allowance?

What time do I check in and out of my hotel?
Is there a point of contact if I have a problem whilst on holiday?
How do I find my transfer representative/contact?


Booking related queries (excluding ticket and airline information)

What happens after I have booked a holiday?

If you book by phone, your booking will be processed and a confirmation will be e-mailed or posted within 48–72 hours. If you choose to book online, you will get a booking reference immediately and after your payment has been cleared, we will send a confirmation e-mail within 48-72 hours. If in the unlikely circumstances of any difficulty confirming your arrangements, a member of our team will call you to discuss alternatives prior to your payment being processed.

What information do I need to submit to the airline?
Due to the increased security procedures that the airlines have recently implemented it is vital that the names we pass onto the airlines are correct.

The name given to our booking consultants or input into an on-line booking should be exactly as on the passport. We need the title, first name and surname; middle names are not required unless it’s a hyphenated name such as Anne-Marie.

NB A recent amendment to the security procedures now means that all passengers must give their passport details directly to the airline. Below is the list of airlines and their contact details for this necessary security procedure.

What payment method payments can I use?
Payment can be made by debit or credit card. Our current charges are detailed below.

What payment confirmation do I receive?
Other than your original confirmation document we do not send any further payment receipt information. We require full payment ten weeks prior to your departure and we send reminder letters approximately two weeks prior to this. Failure to pay the full amount within ten weeks will leave your holiday at risk of cancellation and any resultant charges. We do not send confirmation for this payment we ask you to check your bank balance to check these details.

If your booking is made within ten weeks prior to departure date, full payment is required at the time of booking.

Can I purchase insurance?
We offer a full range of insurance at excellent prices, with the policies being as good, if not better, than those available on the high street. Please call us on 0844 482 1778 for a quotation.


Airline and Ticketing Information

When and how do I receive my travel documents?

Your tickets, if any, will be sent to you 7-10 days before departure. Your accommodation voucher and other travel services booked (e.g. transfer voucher, car hire voucher etc) will have been sent to you together with the confirmation by e-mail or post.

Most bookings made within 14 days will be a ticket on departure i.e. you will collect your tickets from the tour operator’s desk at the airport. Certain airlines issue no tickets, all you need is your passport and confirmation / booking reference number at check in. These details will have been sent to you at the time of your booking.

Below is a list of current airlines that do not issue tickets:

• Easyjet
• Ryanair
• Jet 2
• Thomson Fly
• First Choice
• Fly Globespan
• Fly Monarch
• BA.com
• BmiBaby
• Fly Thomas Cook
• FlyBe
• XL.com
  

Passport details to the airline
A recent amendment to airline security procedures now requires all passengers must give their passport details directly to the airline. Below is the list of airlines and their contact details for this necessary security procedure.

What happens if I have not received my flight tickets within 5 days of departure?
If you have not received them 5 days prior to travel (making sure that the airline is not a ticketless airline see above table) please contact us and we will arrange for a Ticket on Departure. We will provide you with the unique locator for your flights and you then simply collect the tickets from the relevant desk at the airport.

What is involved with Ticket on Departure (TOD)?
TOD means that you have booked at short notice or very occasionally you have not received the tickets, you simply collect them using the supplied voucher / number at the relevant ticket desk of your departure airport. In some cases airlines or tour operators use airport agencies to distribute their tickets at the airport, in which case you will need to go to the relevant agencies desk at the airport.

Why have I not received any luggage labels?
We do not issue luggage labels, as we believe that displaying personal address details on show in such a public place as an airport has definite risks. All baggage is automatically tagged at airports and a coloured ribbon on the luggage or name strap is excellent for ease on baggage recognition at the Carousels.


Errors, Changes, Amendments and Cancellations

What do I do if there is a mistake on my documents?
It is imperative that on receipt of all documentation you carefully check all holiday details (pax names, date of departure, departure airport etc) if there are any errors please provide us with the correct details by phone or e-mail, quoting your booking reference and a contact telephone number. Charges may apply.

Can I make changes / amendments / additions?
All changes must be made by the lead passenger on the booking and we must receive them in writing the best method is to send an email to changes@sun4udirect.com please quote your booking reference and clearly outline any change that is required, please supply a telephone number. Depending on the change and reason charges may apply.

Making changes to a low cost flight booking?
As per our terms of business, when making a booking on your behalf with a low cost airline, we use your card details to book your flight for you, and provide your direct contact details to the airline at the time of booking. We are unable to make any amendments or liase with the airline on your behalf; therefore you will need to contact the airline directly to make any changes.

How do I cancel the booking?
You will need to submit a written request, by recorded delivery to our head office at 4th Floor, Guildhall Buildings, 12 Navigation Street, Birmingham, B2 4BT, or e-mail to cancel@sun4udirect.com; cancellation

It is imperative that on receipt of all documentation you carefully check all holiday details (pax names, date of departure, departure airport etc) if there are any errors please provide us with the correct details by phone or e-mail, quoting your booking reference and a contact telephone number. Charges may apply.

Can I make changes / amendments / additions?
All changes must be made by the lead passenger on the booking and we must receive them in writing the best method is to send an email to

Making changes to a low cost flight booking?
As per our terms of business, when making a booking on your behalf with a low cost airline, we use your card details to book your flight for you, and provide your direct contact details to the airline at the time of booking. We are unable to make any amendments or liase with the airline on your behalf; therefore you will need to contact the airline directly to make any changes.

How do I cancel the booking?
You will need to submit a written request, by recorded delivery to our head office at 4th Floor, Guildhall Buildings, 12 Navigation Street, Birmingham, B2 4BT, or e-mail to cancel@sun4udirect.com cancellation

What time do I need to arrive at the airport?
In general airlines recommend that passengers check in for their flights at least 2 hours prior to the stated flight time. We would always advise passengers to get to the airport 3 hours prior to departure to avoid any unnecessary stress or queuing. Passengers collecting their tickets at the airport (TOD) should allow extra time. Unless you have booked and prepaid for pre-booked seating, airlines can give no guarantees that your party will be seated together.


What is my baggage allowance?
The standard baggage allowance varies by airline and your final allowance will be detailed on your flight tickets. Please note that we have no control over what the individual airlines will allow. Most low cost airlines make a charge for checked in luggage; please ask your salesperson for a price. Below is the current regulations however please note this is for guidance purposes only as the allowance do change and it is strongly recommended to check with the website of your appropriate airline for their latest allowances.