AA Getaways and Great Getaways are trading names of Acromas Holidays Limited. Acromas Holidays Limited is wholly owned by Acromas Travel Limited.
On this page, we have collated some of the most common questions asked. If you have a query about something or cannot find specific information on our site, please click on the drop down menu below to select the area in which you require more infomation. Alternatively, scroll down on the page and view all the questions and answers.
Top 10 Questions
Online Booking Queries
Question 1 - How do I book a holiday?
Answer 1 - You can book your short break or holiday either online or by telephone (except Disneyland Resort® Paris which can only be booked by telephone).
Booking online is easy and secure -- just go to the Book Online button and follow the steps. Or if you prefer, our dedicated reservations agents are available 9am - 8pm Monday to Friday and 9am - 5pm Saturday. Calls are charged at national rate.
TOP 
Question 2 - How do I find hotels and prices?
Answer 2 - You will find our full range of hotels and prices for your chosen destination by clicking on 'Book Online' and using our availability search facility which will give you a full price without any obligation to book.
TOP
Question 3 - I am having problems booking online. Who do I contact?
Answer 3 - If you are having problems booking online, please telephone our Call Centre. For Great Getaways call 0871 222 1008 for AA Getaways call 0871 222 1166.
TOP
Question 4 - How do I know if my booking is confirmed?
Answer 4 - If you have made your purchase online, you will see the confirmation page once the purchase is completed. This shows a summary of all the products you have purchased including travel insurance, etc.
If you book your holiday or short break by telephone, the reservations agent will advise you if the booking is fully confirmed or if, for example, we need to contact a hotel to see if there is an available room. In this event, we will take your details and contact you within 2 working days to advise you if your booking can be completed.
Once your booking has been finalised, you will then receive a confirmation email to the email address you supplied on the contact details page. This email will contain full details of your booking and a booking number. Please keep this email and quote the booking number should you need to contact us regarding your booking.
If you haven't received an email from us before, please ensure that you have attached our address to your 'safe' list so that your inbox recognises us and doesnt automatically delete your confirmation email.
You can contact a member of our staff at any time simply by replying to any of the emails we've sent you or by calling us - for Great Getaways call 0871 222 1008 for AA Getaways call 0871 222 1166 (9am-8pm Monday to Thursday, 9am-5.30pm Friday and 10am-4pm Saturday.).
TOP
Question 5 - I have lost my confirmation email and booking reference.
Answer 5 - Please call our Administration team. for Great Getaways call 0871 222 1008 for AA Getaways call 0871 222 116 and ask us to resend your confirmation. We will require the following information:
1. The name of the lead passenger
2. Destination of your booking, and travel dates
3. The email address you used for the booking
4. Your full postal address
5. An alternative contact email address if possible (in case your original email address isnt accepting emails from us)
TOP
Question 6 - What do I do if my confirmation email hasn't arrived?
Answer 6 - Please allow up to 24 hours for our confirmation email to reach you. If it hasn't arrived, please check if your confirmation email filtered out to your Junk mail folder. Most email accounts offer an unwanted mail filter service to protect you from junk mail, and it is possible that your confirmation has been mistakenly filtered by this service. If your email is in the Junk mail folder, ensure you mark it as "not spam", so that future emails from us will get through.
If this isn't the case, please call our Administration team. For Great Getaways call 0871 222 1008 for AA Getaways call 0871 222 1166 and ask us to resend your confirmation. We will require the following information:
1. The name of the lead passenger
2. Destination of your booking, and travel dates
3. The email address you used for the booking
4. Your full postal address
5. An alternative contact email address if possible (in case your original email address isn't accepting emails from us)
TOP
Question 7 - When will my tickets arrive?
Answer 7 - If your tickets and vouchers cannot be sent by email, you will receive your tickets approx.
7-10 days prior to the departure date.
If your tickets do not arrive, you should contact us no less than 3 days before your departure and we will arrange a ticket on departure (TOD) where required.
Please call us on 0871 222 1008 for Great Getaways or for AA Getaways call 0871 222 1166 . We're available from 9am-8pm Monday to Thursday, 9am-5.30pm Friday and 10am-4pm Saturday.
TOP
Question 8 - What are e-tickets and why should I use them?
Answer 8 - Electronic tickets, or e-tickets, are now offered by an increasing number of airlines in the UK. They allow you to travel without a paper ticket so you no longer need to worry about leaving your tickets at home and dont have to wait for them to arrive. The only record of an e-ticket sale is in electronic form in the airline's computer system. When you buy e-tickets through us, you'll receive confirmation of your purchase via email.
E-tickets are currently available on British Airways, British Midland, American Airlines and, United Airlines, Please note that e-tickets may not be available on every flight offered by an airline.
TOP
Question 9 - What is the age range considered as children for travel?
Answer 9 - For the purpose of booking air travel, children are defined as those passengers in the age group 2-11 years inclusive. All children of 12 years and above are considered as adults.
Children under 2 years old at the time of travel are considered as infants and will pay an infant fare when sitting in the lap of an adult. Parents who wish to have a seat for an infant traveller will be required to purchase a child ticket.
For the purpose of booking Eurostar travel, children are defined as those passengers in the age group 4-11 years inclusive. All children of 12 years and above are considered as adults.
Children under 4 years old at the time of travel are considered as infants and will pay an infant fare when sitting in the lap of an adult. Parents who wish to have a seat for an infant traveller will be required to purchase a child ticket.
TOP
Question 10 - Can I request a specific room such as a family room?
Answer 10 - Once you find the hotel you wish to stay in, you can pick the applicable room type.
If your preferred room type however does not appear for your chosen hotel, then please call us on 0871 222 1008 for Great Getaways or for AA Getaways call 0871 222 1166
TOP
Question 11 - What are your Terms and Conditions?
Answer 11 - To view our full Terms & Conditions, go to the Homepage, scroll to the bottom of the page and click on Booking Conditions.
TOP
Question 12 - How do I book my Airport parking on your website?
Answer 12 - To access the Airport Parking page, please click the button 'Holiday Extras' on the left-hand side of our homepage. Then choose 'Airport Parking' and follow the on-screen instructions to make your booking.
TOP
Payment Information
Question 1 - What form of payment do you accept online?
Answer 1 - We accept all major debit and credit cards including Visa, Mastercard & Diners Club. Switch can be accepted for most products however, due to airline restrictions, there are some package holidays and flight only reservations where Switch cannot be accepted. We cannot accept Electron or Solo cards or cash or bank drafts. Please note for payment by credit card, there is a surcharge of 2% (no charge for debit card). This will be automatically added to the total price.
TOP
Question 2 - How do I book if I don't have a credit/debit card?
Answer 2 - If you do not have a debit/credit card, a friend or relative can book for you with their card. When you are making a booking, just make sure that the name of the person(s) who is/are travelling is/are entered in the passenger name fields. When entering contact details (we ask for an email address for all bookings), you'll also need to decide whether you or the person booking for you would like to receive the booking confirmation. Additionally, for legal reasons, you cannot book a ticket for an unaccompanied minor online.
TOP
Security and privacy
Question 1 - Is your website secure?
Answer 1 - Making an online purchase with us (and any of our partners) is secure. We use Secure Socket Layer technology (SSL) to encrypt your credit card details at the time of entry. When the information is encrypted, its scrambled between your computer and our server. It is only unscrambled when it reaches our server hence enabling us to transmit your payment details to our reservation system with the utmost security. We will not share your personal information without your consent unless when required by law and we have a strict security policy.
TOP
Question 2 - Is my credit card number safe online?
Answer 2 - Our website uses the Secure Sockets Layer (SSL) encryption technology and Private Communication Technology (PCT) security standards that are supported by Microsoft Internet Explorer 4.0 or later and other popular browsers. SSL encodes your personal information (such as your address, phone number and credit card number) so that it is available only to you and the reservations agent who may need to access your details to administer your booking.
This encryption process makes booking over the Internet as secure as making a purchase by telephone.
TOP
Booking changes and cancellations
Question 1 - Can I make changes to my booking?
Answer 1 - If your flight ticket states "non-refundable" only, then in some cases changes can be made for a fee, subject to the airline's terms and conditions. However if your flight states "non-changeable and non-refundable", you will not be able to make changes to your flight booking. Please note that certain travel arrangements (e.g. flights booked with no-frills airlines such as Easyjet or Ryanair and Eurostar tickets) cannot be changed after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
Hotels can be changed or cancelled according to each property's rules and restrictions. Some properties impose penalties for example, if you cancel your reservation within a certain number of days before your scheduled check-in date.
To make changes to your booking, please call us on 0871 222 1008 for Great Getaways or for AA Getaways call 0871 222 1166 and our Administration team will be happy to assist you. You should be aware that any applicable costs to change a booking could increase the closer to the departure date that changes are made so you should contact us as soon as possible.
TOP
Question 2 - What should I do if I want to cancel my holiday?
Answer 2 - All cancellations must be made in writing by the person who made the booking. We are unable to accept verbal cancellations. Please write to The Customer Service Department, Acromas Holidays Limited, 5 Brewers Yard, Ivel Road, Shefford, SG17 5GY. The time of cancellation is taken as the date written notice is received by Acromas Holidays Limited. As we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in our Terms and Conditions (clause 7).
TOP
Passport, visa and health information
Question 1 - Is my passport still valid?
Answer 1 - Your passport should be valid for at least 6 months after your return travel date.
Also, please ensure that the names and initials on your tickets are the same as on your passport.
TOP
Question 2 - Will my child need a separate passport?
Answer 2 - All passengers, including infants and children, now require a full 10-year passport to travel.
TOP
Question 3 - Do I need a visa for my trip?
Answer 3 - It is the passenger's responsibility to gather any necessary passport and visa documentation prior to departure and, if in doubt, you should contact the consulate of the country you are travelling to. For the most up-to-date information on visas, passports, health and travel advice worldwide, please see the following web sites. Please note that if you have a connecting flight via a third country, you may also require a transit visa.
www.ukvisas.gov.uk
www.homeoffice.gov.uk
www.fco.gov.uk
If you do not have the correct documentation to travel, you will be turned away at check-in. It is your responsibility to ensure that your travel documentation is in order.
TOP
Question 4 - What are the new regulations for travellers to the USA?
Answer 4 - If your flights require you to travel to or transit via the United States, please ensure you check with the US Embassy in advance of travel to ensure you comply with their new requirements. If you do not have the correct documents, your airline will not permit you to travel.
Since the 26th October 2004, all British passport holders, including children, travelling to the USA under the VWP (Visa Waiver Programme) need their own machine-readable passports (MRP). This means that anyone without a MRP, including children who are currently on a parents passport, will need a visa to travel to the USA.
A British Passport is machine-readable when the white strip at the foot of the personal data page (at the back of the passport) bears two lines of print. If there's no white strip, or the white strip is blank, then the passport is not machine-readable. All British Passports currently issued in the UK, and the vast majority of those issued at British Missions overseas, are machine-readable. However, some older passports and some issued by British Missions overseas aren't. Before travelling to the US you should check your passport.
For further details on entry requirements for the USA, check the US Embassy website: www.usembassy.org.uk or the Foreign & Commonwealth Office: www.fco.gov.uk
TOP
Question 5 - Should I take an E111?
Answer 5 - The E111 form is now no longer valid. To receive emergency medical care in an EEA country or Switzerland, you will need a European Health Insurance Card (EHIC). If you do not have a EHIC, you can apply for one at www.dh.gov.uk.
For up-to-date health advice, please refer to the Department of Health leaflet entitled 'Health Advice for Travellers' available from the Department of Health, Post Office or your GP.
TOP
Question 6 - Can I travel if I'm pregnant?
Answer 6 - Providing your pregnancy has been uncomplicated and you are not experiencing a related medical condition, you are usually allowed until your 28th week of pregnancy. After your 28th week, you will need a signed certificate from your doctor stating that you are fit to travel and confirming your dates of pregnancy. After your 34th week, you will not be allowed to travel. This can vary from carrier to carrier however so please check with us before confirming your reservation
TOP
Luggage and check-in
Question 1 - Will I need a hotel voucher in order to check-in at the hotel?
Answer 1 - When checking-in at a hotel, you will be required to provide a hotel voucher. This will be emailed to you on booking. If you do not have an email address, we will dispatch them to you by post.
Hotels also often request a credit/debit card for supplementary charges such as mini-bar charges and may often also require photo identification such as your passport.
TOP
Question 2 - What time is flight check-in?
Answer 2 - For long-haul destinations such as New York and Dubai, we advise to check-in 3 hours prior to departure.
For short-haul flights with scheduled airlines such as British Airways and Iberia and no-frills airlines such as Easyjet and Ryanair, we advise you to check-in 2 hours prior to departure.
Most airlines will close their gates at least 45 minutes prior to departure.
TOP
General Information
Question 1 - How can I find out about your best deals?
Answer 1 - All our most up-to-date offers are on the website and new ones are being added all the time. Click on the Hot Deals section on the Homepage to find a sample of special offers and click on 'Book Online' to view all our offers.
Another great way to keep up to date with our latest offers and news is by subscribing to our regular e-newsletter. Just click on 'Get Deals by Email' at the top of our website, complete the fields and click submit.
TOP
Question 2 - How can I order a brochure?
Answer 2 - You can order a brochure on our website by scrolling to the bottom of our home page and clicking on 'Request a Brochure'. Either select the option of having a brochure sent to you or downloading a PDF brochure to your inbox. You can also order a brochure by calling us on 0871 222 1008 for Great Getaways or for AA Getaways call 0871 222 1166
TOP
Question 3 - Is it important that we are ATOL bonded?
Answer 3 - Managed by the Civil Aviation Authority (CAA), ATOL is the Governments licensing and financial protection scheme for package holidays with flights provided by travel agents and tour operators.
ATOL protects you from losing your money or being stranded abroad in the event that your tour operator fails. All of our package holidays are protected by our fully bonded Air Tour Operators License (ATOL number 5012).
TOP
Question 4 - Do you offer Gift Vouchers?
Answer 4 - If you're looking for a special present to remember, maybe for a birthday, anniversary or Valentine's Day, a travel gift voucher is ideal. They are available in denominations of £50 and £100 and can be used as part or full payment for our breaks or holidays. For more information, call us on 0871 222 1008 for Great Getaways or for AA Getaways call 0871 222 1166.
TOP
Question 5 - What are your operating hours?
Answer 5 - We are open Monday to Thursday 9am - 8pm, Friday 9am - 5.30pm and Saturday 9am - 5pm.
If however you want to book your trip in the middle of the night, just go to our website and click 'Book Online'.
If you have a question, please email us at enquiries@driveline.co.uk or call us on 0871 222 1008 for Great Getaways or for AA Getaways call 0871 222 1166
TOP
Question 6 - I have just returned from one of your breaks/holidays and would to complain about a certain aspect of my trip. How do I do this?
Answer 6 - Please send any complaints in writing to:
The Customer Service Department,
Acromas Holidays Limited,
5 Brewers Yard,
Ivel Road,
Shefford,
SG17 5GY
AA Getaways and Great Getaways are trading names of Acromas Holidays Limited. Acromas Holidays Limited is wholly owned by Acromas Travel Limited.
TOP
Question 7 - Do you sell travel insurance?
Answer 7 - The sale of Travel Insurance is now regulated by the FSA (Financial Services Authority). We provide a range of travel insurance products however can only sell them ourselves as part of a package booking (e.g. travel and hotel).
For insurance-only, we recommend Insure and Go. To book, please visit our Home Page and click on the Travel Insurance button on the left-hand side.
TOP
Question 8 - Are there conditions attached to booking insurance?
Answer 8 - There are some conditions concerning age and health. These are as follows:
Age
We can only insure you if you are under the age of 65 on the day you travel. If you are over the age of 65 or require special insurance, you can still get travel insurance from a specialist travel insurance broker.
Health
You should call us to check you are covered by our insurance policies if you or any of the people who wish to buy insurance are not in good health or are suffering from any
pre-existing medical condition, being prescribed medication and are travelling against medical advice or without the intention of obtaining medical advice or treatment.
Whilst you can still purchase our travel insurance, you will not be covered for any condition relating to, or resulting from a 'pre-existing condition'. A 'pre-existing condition' refers to injury, sickness, disease, illness or other medical conditions that you knew about before you bought this insurance.
TOP
Affiliates
Question 1 - How do I find out about tracking and adding links to my site?
Answer 1 - Is your website seen by UK residents who enjoy taking short breaks and holidays in Europe and further afield? If so, you could earn money simply by joining our Affiliate Program and linking to our website. For every booking that is made by a visitor from your website, you will earn a % of sales. Whats more, you will benefit from added value and content to your own website.
The program is free to join and Great Getaways will handle all aspects of the booking. Want to know more about our Travel Affiliate Program?
For more information, send an email to affiliates@driveline.co.uk or call us on 0871 222 1008 for Great Getaways or for AA Getaways call 0871 222 1166.
TOP
|
|
