Frequently Asked Questions

Please look at the questions below to see if your query has been answered, or alternatively search for a answer.
Search FAQ's

Car Hire
First time visitors
Payment Methods


After you have reserved a hotel and you have received the confirmation email. Inside this you will find details on how to login. After you have logged in click on the Voucher button. You will need a PDF file viewer to be able to view and print your vouchers.
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Your confirmation email is sent immediately at time of booking. If you haven't received it there is a good chance it may have been wrongly identified as spam (especially hotmail addresses). Please check your junk or spam folder first before contacting us.
Tickets are sent out within 10 days of departure. If you made a late booking, you may be required to collect your tickets from the tour operator at the airport. We recommend you allow extra time on arrival at the airport to complete the collection of your tickets.

If you booked with a low cost operator, you only need the reference number from your flight voucher.
You can amend your order by contacting us with your Familyholidays order number(contained in confirmation email) and the details of the changes you would like. However for some changes there may be a small charge. Please read our terms and conditions for more information on possible charges. You can contact us using the help page.
We have compiled a step by step guide on how to make a booking with Each step is documented to help you along the way. Click here to see this process.

Car Hire

Yes, at the time of booking you can select to add on an additional driver, baby seats or child/toddler seats. These are normally payable locally and subject to availability.
Yes, all car hire purchased through us will include excess damage waiver. Details of this can be found on your car hire vouchers once you have booked. Upgrades to insurance will be shown at the time of booking if available.
Most cars are suitable for the maximum amount of people, plus 1 suitcase per person. If you are taking extra luggage such as gold clubs, pushchairs etc it maybe better to rent a larger vehicle. Details of the suitable luggage allowances per car are shown when searching for car hire.

First time visitors

Member of ABTAYes is a member of ABTA. Our ABTA number is P6623
You can find our full terms of use here and terms and conditions here.
Ordering through Familyholidays couldn't be safer. We have a secure certificate that encrypts all sensitive information during transport across the internet. This makes it impossible for people to read any of your details. There are logos provided on the ordering page just to remind and prove to you the site is secure.
Ordering through the site is simple. Select your holiday requirements from the left hand search menu, then click on Check Availability. The site will then search for the best details matching your criteria. If any are found, they will be listed on the page along side a booking button. By clicking on 'Book' you will be taken to the start of the booking process.


Low cost airlines do not offer the ability to pre book meals, instead they operate a snack trolley mid flight for you to purchase food. Charter airlines such as Thomson and Thomas Cook allow you to buy meals, if available these will be offered as optional extras on the final booking page. A meal/snack is included with scheduled flights such as British Airways and Virgin Atlantic.
You can add pre-booked seats onto your flight during the booking process or after you have made the booking subject to availability and if they are offered by the airline.
If you don't pre-book seats or the airline does not offer it, seats together may not be guaranteed when you check-in for your flight.
Yes, please ensure you take your passport on holiday with you. It is vital to ensure you are allowed to make your journey.
Flight arrival times are "To Be Confirmed". The tour operator has not confirmed its arrival slots at this time, however these will be confirmed when you receive your tickets.
The department of transport has published guidelines to the security requirements for all passengers departing UK airports. A link is provided below :


You can find full details of baggage and luggage weights, along with any extras that can be added here.

Payment Methods

You can make further payments or pay the balance by logging in to manage my booking.
Yes, deposits are accepted from 8 to 12 weeks before your departure depending on your choice of holiday. The amounts are dependent on the accommodation supplier and/or airline chosen. The balance due date will be confirmed during the booking process.

You can make further payments or pay the balance by logging in to manage my booking. Any remaining balance will be automatically charged to your card on the balance due date.
3D Secure is a new method that the banks have introduced to reduce fraud. By asking you to specifiy a password, that only you and the bank should know, the bank is ensuring that it's definitely you making the booking. The 2 common methods are Verified By Visa, and Mastercard Secure code.
We accept payment by debit/credit card. Visa, Mastercard, American Express, Switch, Maestro, Solo, Electron, JCB and Delta.
Paying by credit card will add a 2% surcharge onto your booking.


When you search "Flight Only" or "Flight + Hotel", flight prices are clearly identified. When you search "Hotel Only" flights are not included.
When you search for availability on a flight or a hotel,
the prices you see are the TOTAL PRICE of your booking.
Flight prices also include any taxes or supplements you'll be required to pay.
We firmly believe that the price you see is the price you pay!
Airport to resort transfers are only included when you select a transfer from the search results. If you have selected a transfer it will be confirmed to you on the booking pages.
We work very hard to bring you the cheapest prices we can on
We don't pay for any advertising and rely on customers finding us through search engines or other holiday sites. This saves us having to inflate our prices to cover those costs.
Tell your friends, family, neighbours and workmates! Help us spread the word!


A private transfer is a taxi or vehicle reserved completely for your party. The private transfer will be waiting for you on arrival and will take you directly to your hotel or apartment. Private transfers are normally more expensive than a shuttle bus/coach transfer due to them being quicker than a shuttle, door-to-door and exclusively reserved for you.
A shuttle transfer is usually a shared bus or coach, which sometimes entails waiting for other passengers and making stops at additional locations. Occasionally, the transfer will be collecting passengers from two or three flights. The waiting times will be kept to a minimum but shuttle transfers do take longer than private transfers and this is reflected in the price difference. All collection times are given as an approximate guideline and are not always accurate due to the nature of shuttle transfers and the delays that can be encountered.
All transfer types include 1 suitcase per person as the standard luggage allowances. If you require any additional luggage before you travel such as car seats, golf clubs etc. you will need to contact us before departure to arrange this. There may be an additional local charge for any excess luggage. Passengers take full responsibility for their own luggage on all types of transfers.


If you have any problem with the site, or question you haven't found the answer for here, please use our contact help page. This can be found here.
The "offer box" gives you finer detail about the offer you are interested in, as well as how long the offer has been on the site for. This gives you a better indication to whether it's still available, with a Check Availability button that will do all the hard work for you. acts only as an agent in respect of all bookings we take and/or make on your behalf. For all arrangements, your contract will be with the supplier of the arrangements in question. You may decide to make one or more bookings with us at the same time, however all bookings are available to be purchased separately at the same price as they are if booked together. This means that any multiple bookings do not constitute a package as defined in the Package Travel Regulations 1992. Please see our booking conditions for further details.

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