Frequently Asked Questions
Before You Travel
How do I book?
FlyDirect flights are only available to book directly with FlyDirect either online at www.flydirect.co.uk, over the phone or in our Jersey office. We never sell our flights through third party booking agents such as SkyScanner or Expedia.
Find out full information on the latest travel requirements for your FlyDirect holiday here.
Do I need travel insurance?
We strongly recommend taking out a suitable travel insurance policy as soon as possible after making a booking. Travel insurance should be arranged for everyone travelling, including infants and children.
With all insurance policies, terms and conditions apply and we advise carefully checking that you will be adequately covered for all parts of your trip, including any connecting flights via the UK or another destination, for instance where you do not fly one way direct.
What does my holiday price include?
Details of what is included will be shown on your booking confirmation, including room type and board basis (if applicable), the dates and times of your flights, and any optional extras you have chosen to add.
Hold luggage is included for all flights – however weight restrictions vary by destination and carrier. Allowances by route can be viewed at Flight Information and Timetables
Other services such as spa treatments, activities, internet access and parking charges are not included unless specifically stated.
For Majorca, Ibiza, Portugal and Croatia, Tourism Tax is payable but is not included in any holiday bookings. More information is available at Tourism Tax Information
If you have booked a package holiday (accommodation and travel booked together) your holiday price also includes ABTA protection.
What do I do if I have not received my booking confirmation?
Please let us know if you have not received your confirmation within 24 hours of making your booking and we will re-send by email or if preferred by post. It is important to contact us as soon as possible to ensure that the holiday is booked and any issues can be rectified immediately.
How do I change or cancel my holiday?
To cancel a booking or make an amendment please contact us. We require confirmation of cancellation in writing, and may ask the same of an amendment in certain circumstances. Cancellation charges are detailed in our booking conditions and amendment fees may apply.
What will it cost to cancel my holiday?
Cancellation terms vary dependent on the date of cancellation and how far in advance of your holiday this is. All cancellations are required in writing and the cancellation will not take effect until this has been received by us. Please refer to our booking conditions for more details.
How do I change my contact details?
How do I request special assistance?
If you require assistance through the airport you must let us know at the time of booking, with details of your exact requirements, and this will be arranged for you in advance of travel.
Please note that we cannot guarantee any airport assistance request where we are advised less than 7 days ahead of travel.
Can I travel with medical equipment or a wheelchair?
If you need to travel with medical equipment, a wheelchair or other mobility aid we must be advised at the time of booking, and will usually require details of the weight and dimensions of the equipment in order to confirm carriage. While every effort will be made to accommodate your requirements, please note that our aircraft may have different hold dimensions to others you have travelled on, so regrettably some larger wheelchairs or those that are not able to fold down may not be able to be carried on some routes.
In some circumstances, passengers may be asked to contact the airline directly for medical clearance to travel, and our team will provide full details of how to do this, if necessary.
Please note that we cannot guarantee the carriage of any medical equipment where we are advised less than 7 days in advance of travel.
Are transfers included in the price of my holiday?
Transfers are not included in the price of your package holiday (flight and hotel) but shared shuttle or private taxi transfers can be added during the booking process. Private transfers are exclusively for you and your travelling companions and no stops will be made on route. Shuttle transfers will also include guests travelling with other operators and will stop at up to 15 hotels during the journey. A shuttle transfer may involve a wait before departing the airport, but this will be no longer than 1 hour.
If you have already completed your booking and would now like to add transfers please contact our customer services team. Please note that transfers must be booked at least 7 days prior to travel.
In order to guarantee arrival at the airport 2 hours prior to flight departure, shared shuttle transfers may collect passengers up to 4 hours prior to flight departure.
Palma Airport - After exiting baggage hall, head to the right and look for a mobile desk with a TUI Airport team member and our FlyDirect Sign who will direct you to your transfers. Any Issues locating the mobile desk please make your way to the TUI Airport Office, situated in front of column 2 and the staff will be able to assist you. Shuttle transfers in Majorca are operated by TRANSUNION.
Ibiza Airport - After exiting baggage hall, please look out for a TUI Airport Team member and our FlyDirect Sign who will direct you to your transfers. Any Issues locating the mobile desk please make your way to the TUI Airport Office and the staff will be able to assist you.
Faro Airport Portugal - After exiting baggage hall, please look out for a TUI Airport Team member and our FlyDirect Sign who will direct you to your transfers. Any Issues locating the mobile desk please make your way to the TUI Airport Office and the staff will be able to assist you.
Malaga Airport - After exiting baggage hall, please look out for a TUI Airport Team member and our FlyDirect Sign who will direct you to your transfers. Any Issues locating the mobile desk please make your way to the TUI Airport Office and the staff will be able to assist you. Shuttle Transfers in Costa del Sol are operated by BRAVO TOUR PLUS.
Tenerife South Airport - After exiting baggage hall, please look out for a Destinations Services Team member with our FlyDirect Sign who will direct you to your transfers. Any Issues locating the team member please locate them at the desk 12.
Split Airport, Croatia- Final confirmed arrival information will be updated in advance of our first flight to Split in May 2024.
How do I receive my travel documents?
Physical tickets are not required for our charter flights. You will receive an email approximately 7 days prior to departure confirming your booking details and providing everything you need to know for your trip.
How do I find my booking reference?
Your booking reference is shown at the top right hand side of your confirmation invoice, and is a 6 digit number preceded by the letters ‘TE’. If you book online the booking reference is also displayed on the confirmation page.
Do I need to provide advance passenger information?
We do not require advance passenger information for FlyDirect flights. This information is collected at the airports on check-in.
Can I book accommodation only?
Unfortunately we do not offer accommodation only bookings at this time.
Can I book travel only?
Yes, FlyDirect currently offers flight only bookings to all of our destinations.
Our website has a flight only booking search option and current return flight prices can be found on the booking engine.
How do I let you know about my dietary requirements?
The majority of the hotels we feature are accustomed to welcoming guests with dietary requirements. Please let us know at the time of booking and we will pass on the information to ensure they are prepared.
How do I contact you?
What documents do I need to check in?
You will be required to produce your booking confirmation and valid passports for all passengers to check-in at the airport.
Can I increase my baggage allowance?
It is not usually possible to increase the baggage allowance on our flights, due to the size of aircraft that we use and associated weight restrictions, however in extenuating circumstances (for example if medical equipment is required) please contact us and we will endeavour to help.
What can I take on my flight for my baby?
Infant (0 – 1 years) luggage allowance is up to 10kg of hold luggage and a foldable pushchair and/or car seat, dependent upon the route you are travelling.
Specific route information can be found on our flight information pages.
What do I do if my luggage is damaged or missing?
In the unlikely circumstance that your suitcase is damaged or lost during the flight, this must be reported to ground staff in the arrival airport before you leave the airport. They will assist in filling out a PIR form for damaged luggage, or offer advice regarding the return of lost luggage. Unfortunately any damage or loss not reported at the time of arrival will not be compensated for.
What do I do if I miss my flight?
If you miss your flight you must advise FlyDirect as soon as possible so that we can assist in booking a new journey. Please note that in the majority of instances this would be at the passenger’s own cost.
Where transfers are not provided, it is your responsibility to ensure you arrive at the airport to check-in your luggage and pass through security in ample time to board your flight. Once checked-in it is also your responsibility to monitor flight announcements and information screens and to proceed to your departure gate in by the specified time.
What do I do if my flight is delayed?
Once you have checked in with your airline, they are your point of contact for up to date information relating to your flight departure.
Adverse weather conditions can result in delays and diversions and even cancellations of some services. Transport may also be delayed or cancelled due to technical problems or force majeure.
Except where this leads to a significant alteration to contracted services, we will not be liable for any loss or expense incurred, or obligated to refund any payment for unused accommodation or services at your destination.
Should your travel be delayed or cancelled, we recommend that you have sufficient funds to obtain additional meals and accommodation. These costs may be covered by your travel insurance, which is strongly recommended.
Further guidance on flight delays, cancellations and your rights can be found at www.caa.co.uk/flight-delays
What is my baggage allowance?
A minimum of 18kg of hold luggage is included on all flights. This varies by route and details of restrictions for specific destinations can be viewed on our flight information pages.
Can I select my seats or book extra legroom?
All of our routes have the option to upgrade to extra legroom seating for £50 per person return.
A limited number of seats are available per departure and are subject to availability at time of upgrade request.
Further information can be found at the relevant flight information page, from your departure airport.
Please note that specific seat numbers or locations are not available to pre-select.
Can I take my golf clubs?
Golf Clubs can be carried on our Majorca, Ibiza, Costa del Sol, Croatia & Portugal routes at a charge of £60 per set return, payable in advance. Please note that all sports equipment carriage is subject to final load on the day. Please call our team on 03301 344 733 to book your sports equipment or for more information.
Do I need a passport?
Yes, you need a current valid passport for all passengers travelling, including children and infants. Find out more about passport validity and any applicable visa requirements on our travel requirements page.
What is the check in time for my flight?
Check-in opens from 2.5 hours prior to the scheduled departure time in Majorca, and 2 hours prior in Ibiza, Costa del Sol, Tenerife, Portugal, Split, Jersey, Guernsey and the Isle of Man. The minimum check-in time for all flights is 1 hour prior to departure.
The final flight details will be shown on your pre-departure email, sent approximately 8 days prior to departure.
If your flight is delayed, you are still required to check-in no later than 1 hour prior to the originally scheduled departure time.
How do I print my boarding pass?
At this time online check in is unavailable. All passengers must check in at the airport, where a boarding pass will be provided.
How do I find my airline reference?
As we operate with charter flights, an individual airline reference is not required. Please carry a copy of your booking confirmation along with your passport, which is the only documentation required for check in.
On Your Holiday
What do I do if I need help during my holiday?
If you have booked a package holiday with FlyDirect, you will receive a pre-departure email which includes details of how to contact your representative in resort. In most cases your hotel reception should also be able to offer assistance, depending on the circumstances and you can always call our Jersey office on +44 3301 344 733 and we will be able to assist .
What is the dress code for dinner at my hotel?
Dress codes vary from hotel to hotel, but in our Mediterranean resorts the majority of hotels have a smart casual dress code, only asking that beachwear and shorts are not worn in the restaurant for dinner. Some 5* properties have a smarter policy, please ask our staff to confirm if you are unsure.
What time will my coach transfer pick me up?
Your coach transfer collection time for return to the airport will depend upon which area your hotel/apartment is located.
This will generally be 3 - 4 hours prior to your flight departure time and you should be waiting outside the main entrance of your hotel with your luggage at least 10 minutes in advance of pick up.
Find your exact pick up time via Get My Pick Up You will need the numeric digits from your booking reference, booking name and departure date. Times should be available from 48 hours prior to departure but on occasion may be subject to change. For an accurate and final pick-up time we recommend checking after 3pm the day prior to departure.
How long will my transfer take?
Transfer time vary depending on the location of your hotel/apartment. Approximate transfer times are indicated on our resort pages.
What currency do I need?
The currency used in all FlyDirect destinations is the Euro. We strongly recommend exchanging your currency prior to your departure.
What is included in my board basis?
Board basis inclusion varies. Generally, inclusions are as follows:
- Self-catering: Food and drink is not included
- Bed and breakfast: Breakfast is included each morning at the hotel/apartment
- Half board: Breakfast is included each morning and dinner in the main restaurant is included each evening.
- All-inclusive: Breakfast, lunch and dinner are included, along with snacks throughout the day. Soft drinks and alcoholic beverages are included however the serving times and number of drinks included will vary and exclusions may apply (for example premium spirits and imported beers) and this will vary between hotels. Check with your hotel reception on arrival for up to date times and exclusions.
Are there buses/taxis?
Most of our resorts are served by public transport with an extensive bus services. Taxis are available in all destinations and resorts and your hotel will be able to book one for you. For those travelling with children, many taxis in Spain carry car seats, however it is advisable to pre-book and mention this in advance if required.
What If I Have A Problem?
There's a problem with my accommodation
If you have a problem with accommodation you have booked through FlyDirect, please inform the hotel or apartment Manager in the first instance, to allow them the opportunity to rectify the matter on the spot. If your complaint is not resolved to your satisfaction locally, please contact the local representative, in addition to advising our local office in Jersey, who will be able to offer assistance. Please note that failure to report an accommodation issue whilst in resort may affect our ability to redress the situation on your return home.
There's a problem with my flight
If you encounter a problem at the airport on your day of travel, in the first instance you should seek assistance from the airport customer services desk or the local ground handlers. If you require further assistance please call our office on 03301 344 733. Outside of office hours an emergency number is available. Please note that where flights are delayed, our team are not able to provide any advice over and above that provided by the airport.
There's a problem with my transfer
Directions to find the transfer desk on arrival differ for each airport, and are detailed on your pre-departure email, along with the correct local number to call should your transfer be late to collect you on departure, or you're worried that you've missed it. Pick up times for departure can be found using Get My Pick Up.
My luggage has gone missing or is damaged
In the unlikely event that your luggage doesn't arrive in destination, or is damaged, this must be reported before you leave the airport, where you will be given a PIR number. Without this number, it will not be possible to trace lost luggage or make any claim for loss or damage. Please note that any claim for loss or damage must be made direct to the airline and FlyDirect can offer advice but are not able to assist with this process.
I've lost some property during my holiday
It is the client's own responsibility to ensure they have all of their belongings with them. If you have left an item in your hotel you will need to contact them directly. If you have left an item on your flight, it should be passed to the lost property department of the airport you arrived at, and you will need to make contact with them directly. FlyDirect can assist in providing direct contact details, but cannot become involved in locating lost property.
I need to make a formal complaint
In order to make a formal complaint about any aspect of a FlyDirect holiday, this must be done within 28 days of your return home in writing to our Customer Services Department at the address shown on your confirmation giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as our representative or local office without delay. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you are in resort and this may affect your rights. Please also refer to our booking conditions point 3 relating to ABTA.
How do I make an insurance claim?
Should you need to make an insurance claim, please keep hold of any associated paperwork or receipts related to the claim (for example a police report, receipt of payment from a medical centre or additional travel expenses in the case of a missed flight) and in the first instance contact your travel insurer. We are able to provide duplicates of original confirmations if required.
What deposit do I pay?
If you book more than 8 weeks in advance of your departure date, a deposit will be payable in order to make your reservation. Your deposit amount will be confirmed at time of booking.
If your booking is made less than 8 weeks prior to departure you must pay the total cost of your holiday on booking.
When do I pay the balance?
The balance of your holiday is due no later than 8 weeks prior to your departure date. If the balance is not paid in time we shall cancel your travel arrangements and retain your deposit.
How do I pay for my holiday?
Payment can be made by bank transfer, major credit or debit card or by cheque made payable to C. I. Travel Group. There is no fee charged for paying by bank transfer, debit card, credit card or cheque.
Balance payments can be made online using our secure portal at manage my booking or by calling us on 03301 344 733. You will need your booking reference, postcode and name of the lead passenger. Please do not send card details by post, email, live chat or other messaging platforms.
Will I be sent a reminder to pay the balance of my holiday?
You will receive a balance payment reminder by email 7 days ahead, however we also recommend making a note of the balance due date at the time of booking; this is shown on your confirmation invoice.
How do I subscribe/unsubscribe from your newsletter?
To unsubscribe, please contact us by one of the above mentioned methods or by clicking on the ‘unsubscribe’ link in one of our marketing emails that has been sent to you.
All newsletter unsubscribes requested via the unsubscribe link in an email are immediate. All other methods are actioned within 1 working day.
Tourism Tax and how much is it?
Tourism Tax will be levied on all overnight stays in tourist accommodations in the Balearic Islands (Majorca, Menorca, Ibiza), Croatia and parts of Portugal, including hotels, holiday homes and cruise ships.
The purpose of the tax is to reduce the environmental impact of tourism on the Balearic Islands, Croatia & Portugal. By paying the tax, both foreign visitors and locals who stay in a tourist accommodation will contribute to the preservation of the land and infrastructure.
For further information and amounts payable please visit our dedicated page.
Please note that the tax must be paid on arrival at your accommodation and is not included in the cost of your holiday.
What does ABTA stand for?
ABTA stands for the Association of British Travel Agents.
C. I. Travel Group is a member of ABTA, meaning that you have the benefit of ABTA's assistance and Code of Conduct. Packages sold through FlyDirect from Jersey, Guernsey and the Isle of Man are protected in case of the financial failure of the travel company by way of a financial bond held by ABTA.
For further information visit Financial Protection
Can I buy a voucher?
You can also visit our offices at Heron House in St Peter during our opening hours.
How do I redeem a voucher?
You will also be required to send in the original copy of your voucher.
Can I use a voucher for another product?
Gift Vouchers bought for FlyDirect can also be redeemed against other C. I. Travel Group products, including Bontour, JerseyTravel and GuernseyTravel.