1. Booking Information
1.01
We charge a 2% credit card charge but a 0% charge for debit cards. We do not accept American express.
1.02
When you have booked, you will instantly receive a Confirmation by email. Here you can see what you have booked and get your login information for the ‘Manage my Booking’ section.
We urge you to make sure all details are correct and please print a copy off straight away and keep it in a safe place. A lot of people by a folder and keep all their documents in it.
1.03
Deposits can vary on what you are buying but when searching you will see how much you have to pay. It normally works out at 10% for hotels and a set fee for holidays.
1.04
If you have lost your booking confirmation and vouchers, please login to the ‘Manage your booking’ and click view vouchers or call us on 0845 430 2004
1.05
When you have searched for a holiday, flight, hotel or package holiday, all the information and options you see is live. This means if you see it and book it, your booking has been made immediately. As soon as you have made your booking, you will be sent a confirmation email and with in 24 hours, you will be sent another confirmation email with your vouchers included. We encourage all clients to print these off straight away and take all documents with them.
Our booking process is straight forward but if you have any further questions, please phone on 0845 430 2004 and an agent will help you.
1.06
You can pay for your account by logging into the ‘Manage my Bookings’ section or you can call on 0845 430 2004.
1.07
All complaints must be sent via recorded post. As soon as we receive a complaint, it is then sent straight onto the operator. They then have a 28 day period to respond to your complaint. The 28 day period is set by ABTA. We will write or email to you to keep you updated on any correspondence from the operator.
It is important that you have also complained to the in resort rep. You will find their contact information on your hotel voucher.
When wording a complaint please make sure it is written in a readable style and does not include either abuse or slander. It will also help if you can provide an photographic evidence if at all possible.
We are willing to help you in anyway with your complaint but it is important you show respect as it makes it harder with communication. We thank fully do not receive many complaints but we do welcome them as they help us to learn which hotel or service is good and bad.
2. Flight Information
2.01
If you have booked a low cost flight, then no. They do not offer flight meals but a snack trolley on board. If you are booking a charter flight, then you will be given the option to add flight meals. If you decided against flight meals but have changed your mind, please visit the ‘manage your bookings’ section and submit an amendment request. We will then contact you with a price.
2.02
If you would like to cancel your flight, please send an amendment request via the ‘Manage your bookings’ section and we will contact you to make the necessary cancellation. Please note that we need the lead passenger to submit the request and that if you booked a scheduled or low cost flight you will not receive a refund. You may also not receive a refund from a charter airline if you flight is to depart within a certain time period. All cancellations also face a 10% fee which you agreed too or will agree too when booking.
2.03
There are two types of flight tickets depending on the type of flight you have booked. If you have booked a low cost flight or a Scheduled flight, then you will receive an e-ticket. If you have booked a charter flight then your tickets will arrive in the post via recorded delivery.
Your e-ticket will be sent within 24 hours of you booking or when your account has been settled. These will be sent to your email and you just need to print them off and take them to check in.
As mentioned we send all charter tickets out via recorded delivery and they normally arrive to us 7-10 days before departure. If you have not received your tickets 3 days before you are to depart then please do the following:
1. Login to manage your bookings
2. Click amend booking and send us a message saying you have not received your tickets.
When the above two steps are done, we will contact the airline and place you on a TOD (ticket on departure). We will then reply to your request and inform you that you have been placed on a TOD. You will be required to print off your booking confirmation and take this to the airlines desk. We will inform you of which terminal you are flying from.
If you have booked a charter flight within 14 days of travel, you will automatically be placed on a TOD by the airline. We will inform you of this and you must do the above paragraph.
2.04
In most cases you will receive 20kg per person with a 5kg hand luggage allowance, how ever some airlines can be different. It will say on your tickets what allowance you have but if you are unsure, then please contact the airline or submit a amendment request under manage your bookings, stating you would like to know what your allowance is.
2.05
We recommend that you check in 2 hours before departure how ever if you have a long journey please try to aim for 3 hours as that will give you an extra in case of travel issues. If you are on a TOD, please allow an extra 15minutes to collect your tickets.W
2.06
In most cases, it will state on your tickets which terminal you are flying from but if you are unsure, then please visit the airports website and it will say under flight information.
2.07
If you want to book a flight extra for example seats together, then please go to the ‘Manage your bookings’ section and submit a request. There will be a fee for the amendments by both the airline and Go-There.co.uk. Before adding the extras, we will contact you first for payment and make sure you are happy to have them added.
3. Hotel Information
3.01
Yes you can amend your hotel booking but please be aware, there may be charges. To amend, login to the ‘Manage your bookings’ section and submit an amendment request. You will then be contact by one of our agents.
3.02
You will receive your hotel voucher with your booking confirmation. If you need it resent, then please login to ‘Manage your bookings’ and click view vouchers. You can then follow the instructions.
3.03
Room types can vary between hotels but normally a twin room will have two twin beds and any other beds are fold away beds. A double room will have a double bed but at times can be two twin beds pushed together along with fold away beds if extra beds are required. A one bedroom apartment will have a separate bedroom and a two bed apartment with have two separate bedrooms.
If you are unsure on the type of room you have, then please send a support ticket via ‘manage my Bookings’ and an agent will confirm for you.
3.04
Thankfully we get very few complaints from our clients but if you encounter problems at your hotel or apartment you must follow these basic rules.
1/. You must first complain to reception but if the problem isn’t fixed then you must speak to the hotels manager and if still unhappy then you must call the local agent or the emergency number shown on the hotel voucher supplied to you. If you don’t get an immediate answer to your phone call then you must keep trying as it’s vital that you make contact. If after making contact you still don’t get a satisfactory answer then you should let us know so that we can ask the hotels UK agent to intervene.
If this procedure isn’t followed then the hotels agent has a legally binding “get out clause” as they were not given the chance to correct the problem whilst you were in resort and your claim stands very little chance of being successful upon your return.
2/. 99 per cent of problems are resolved by following the above route but if you are still unhappy and wish to complain on your return then any complaints must be made in writing to us within 14-days of return along with details of the complaint and what action was taken to get the problems corrected. These time scales are set in stone by ABTA.
These are just two simple steps - that if followed, the hotel or its agent has great difficulty in defending.
What happens to my complaint?
Once you get back you must write to us and we will then confirm receipt via post and forward your complaint on to the hotels UK agent. They will then investigate your complaint and usually respond within 28-days. We will then notify you of their response.
James Linden-Wyatt
The Linden Travel Group
23 George Street
Helpringham,
Sleaford,
Lincolnshire NG34 0RS
England, United Kingdom
Telephone: 0845 430 2004 or if calling from overseas 00 44 845 430 2004.
Email: james@linden-travel-group.co.uk
4. Transfer & Car Hire Information
4.01
When you book, you will receive a transfer voucher and full instructions can be found on the voucher but in brief you will need to print the transfer off and take it to the driver/ transfer company desk and they will then take you to the hotel.
4.02
When booked you will be supplied a transfer voucher. If you can not locate your transfer, then please phone the emergency number which appears on your voucher. If you can not get through to the number, please phone us on 0845 430 2004. If we are shut, you may need to make your own arrangements. Please make sure you keep a copy of your receipt and pass it onto us when you return and we can put a complaint in.
