Holiday Enquiries

Frequently Asked Questions

We have listed our most frequently asked questions and answers about travelling with Imagine Holidays. Please pick a category that best suits your enquiry.

Brexit Advice

Europe is the number one overseas destination for UK travellers and many people will be looking to travel there in 2021. Travel to Europe will be different from 1 January 2021, so it is important you plan early to make sure you have everything in place in time for your trip.

It is also important that you check how the coronavirus pandemic may affect your travel plans. When planning a trip and before you travel, check the Foreign Office advice for the destination you are visiting. ABTA also has some top tips for booking with confidence this year.

Five steps to take when travelling to Europe from 1 January 2021

1. Check to see if your passport will still be valid

If you have a British passport, you will need to have at least six months left on your passport and your passport must have been issued within the last 10 years. If you renewed your current passport before the previous one expired and extra months were added beyond its standard 10 year expiry date, be aware that any extra months on your passport over 10 years may not count towards the six months needed.

You can use the Government’s passport checker to see if you need to renew your passport.

2. Take out travel insurance with adequate healthcare cover

We always advise travellers to take out comprehensive travel insurance with sufficient healthcare cover, including cover for existing medical conditions and any activities you plan to do.  ABTA has advice on finding the right travel insurance.

If you have a European Health Insurance Card it will be valid up to its expiry date. If you apply for a card now, you’ll get a new UK Global Health Insurance Card (GHIC) instead of an EHIC. More details here.

3. Make sure you have all the documents you need to drive in Europe

Green cards for insurance – if you are driving your own car in Europe, you will need to obtain and carry a physical Green Card for your UK car insurance to be valid in the EU. These cards will be available from your car insurance provider. You may be charged a small fee to cover administration costs. The ABI advises you apply for a Green Card at least a month before you are due to travel. You may also need a Green Card for your trailer or caravan, so check with your insurer.

GB car stickers – you will need a GB sticker for your own car when driving in the EU.

Driving permits – if you have a paper licence or your driving licence was issued in Gibraltar, Guernsey, Jersey or the Isle of Man you may need an international driving permit (IDP) to drive in some EU countries and Norway from 1 January 2021. These are available from the Post Office. If you have a card driving license, you do not require an IDP to drive in the EU, Switzerland, Norway, Iceland or Liechtenstein.

4. Check your mobile phone company’s policy on data roaming

Rules around mobile data roaming have changed meaning you may face charges when using your phone abroad, including for making calls, sending messages or using the internet. Check with your mobile phone provider about their data roaming policy.

The UK Government also has advice for people travelling to the EU after 1 January 2021.
Other things to be aware of when travelling to Europe

  • If you are going on holiday you won’t need a visa for short trips to Europe.
  • At border control you may need to show a return ticket and that you have enough money for your stay.
  • When going through passport control you may not be able to use the EU or EEA lanes.
  • You won’t be able to take any meat, milk or any products containing these items into the EU. There are exceptions for powdered baby milk, baby food, or pet food required for medical reasons.

Documentation and Tickets

Q: When will I receive my booking confirmation?

A: All confirmation and receipts will be sent out within 3 working days from when the booking was made.

Q: My confirmation is incorrect, help?

A: As a passenger you have a responsibility to check that all the information is correct on your documents. Please contact Customer Support Team on 01793 975 623 immediately, so we can ensure that the relevant operators have the correct information.

Q: I have moved, do I need to inform you?

A: We will require this information to be put into writing from the lead passenger, along with your full name, reference number and new address details.

Q: When will I receive my tickets?

A: Tickets will be sent via email or post no later than 7 days prior to departure although we do aim to get them to you 2-3 weeks prior where possible.

Q: I’ve lost my tickets – Help

A: We are able to re-issue your tickets, so don’t panic! Please contact our friendly Customer Support Team who will be able to assist you. (Please note an administration fee may be applicable.)


Q: When do I have to pay for my holiday?

A: Full payment is required 17 weeks prior to departure

Q: How do I pay for my holiday and can I pay the balance before the due date?

A: You can make payments towards your holiday whenever you wish.

– You can pay for your booking online: simply visit Manage my booking. Enter your IMC booking reference number, lead passenger’s name and date of birth.

– To pay over the phone, please call our Customer Support Team (Monday to Friday 9am – 5pm, Saturday 9am – 5pm) on 01793 975 623 who will take the payment using our secure payment system.

– To pay via bank transfer. Please forward your payment to our Barclays Bank, Sort Code 20-91-34, Account number 63594424 quoting your IMC passenger number. If you are paying from overseas, our account details are: Swift Code Swift Code BARCGB22.GBP. IBAN GB15 BARC 2091 3463 5944 24.

Q: Is my money protected?

A: Please refer to our terms and conditions.


Q: How do I upgrade my flight?

A: Please contact our Concierge Team on 01793 575289 or email and we will be more than happy to help.

Q: What is my luggage allowance?

A: This depends on the airline that you are flying with; your luggage allowance will be detailed on your tickets.

Q: How do I get extra luggage labels?

A: Imagine Holidays will send you the cruise line’s luggage labels (if they are provided) with your tickets. If you require more luggage labels please contact our Customer Support Team who will be able to send you some more.

Q: How do I pre book my seats and request extra baggage?

A: If your tour is being booked on a group flight allocation, you will not be able to pre book seat or check in extra baggage online. We recommend you check in at the airport as early as possible in order to request the seats you would like. You can organise any extra baggage upon check in. If your tour is not booked on a group flight you can usually check in online 24 hours prior to departure and select seats at this stage. If you wish to pre book your seats before check in is available, the airline may charge.

Q: Do I fly from the North or South terminal at Gatwick?

A: Please check your flight tickets – alternatively check the link below:

Q: What terminal do I fly from at Heathrow?

A: Please check your flight tickets – alternatively check the link below:

Q: What terminal do I fly from at Manchester?

A: Please check your flight tickets – alternatively check the link below:

Q: When do I need to check in for my flight?

A: If you are travelling within the European Union you must check-in a minimum of 2 hours prior to departure. If you are travelling worldwide you must check-in a minimum of 3 hours prior to departure.

Q: Will my luggage go straight through if I am flying from a domestic airport?

A: It will depend who you are flying with, please ask at check in.

Q: Will my child have a seat on the plane?

A: Infants are classed from 0-to-2 years and they are required to sit on a parent’s lap during the flight. Seats can usually be purchased for infants at a special rate.

Q: Can I fly if I am pregnant?

A: Most airlines will not allow you to travel after your 36th week of pregnancy, or the 32nd week if you’re pregnant with twins or multiples. Speak to your GP or midwife before you travel.

Q: How do I book extra leg room?

A: Extra leg room normally has to be requested at the airport check-in desk, although it is advisable to contact the airline before you travel. Please note there is normally a charge for this service.

Q: Are my flights direct?

A: If you specifically want direct flights we would always recommend you mention this at the time of booking. At the time of booking your sales advisor will advise you if the flight is direct or indirect. All flights are subject to change until they have been ticketed.

Q: How do I arrange wheelchair or limited mobility airport assistance?

A: Assistance can be arranged before your departure date. To arrange assistance please contact our Customer Support Team who can take full details of the assistance required and advise the airline accordingly.

Q: I have medical requirements how do I inform the airline?

A: We strongly advise you to carry any medication you require in your hand luggage. Airport security requires a doctor’s note to show the medication you are taking when going through security so please advise us if this is the case. If you require oxygen concentrated cylinders or medical sharps you must advise us at the time of booking so we can advise the airline so the necessary support is provided.

Q: I have dietary requirements how do I inform the airline?

A: Airlines do cater for dietary requests such dairy free, gluten free, wheat free and vegetarian diets. If you have any of these intolerances, allergies or requirements please inform us immediately.

Passports and Visas

Q: How do I submit my passport information?

A: This can be done easily by logging into the Manage Booking section of our website and selecting ‘Add Passport Information’.

Q: I am Flying to the United States. What is ESTA?

A: If you will be travelling to or within the USA, including “touch down’s “, departure ports and indirect flights, you will be required to obtain a Travel Authorisation via an “ESTA” Visa Waiver Program. Travel authorisation is obtained through an online registration system. If your registration is successful, it will be valid for multiple applications for two years or until the date on which your passport expires, whichever comes first. An ESTA fee required by the Travel Promotion Act of 2009 came into place as of the 8th September 2010. The fee is comprised of two parts: 1. Processing charge – All applicants requesting an electronic travel authorisation are charged for the processing of the application. The online form will take around 10 minutes to complete and up to 72 hours before you receive notification that your application was successful and therefore whether you are approved to travel. Please follow the below link where you can complete the ESTA application site: All payment for electronic travel authorization applications must be made by credit card or debit card at this time. The ESTA system currently accepts only the following credit/debit cards: MasterCard, VISA, American Express, and Discover.

Q: Do I need a visa?

A: British citizens are advised to consult the Identity and Passport Service for additional information on passport requirements. For information on visa requirements, Customers are advised to contact the embassy of the country they propose to visit. Non-British citizens are advised to consult their embassy or passport office for information and advice on visa and passport requirements required for the countries they propose to visit (and for return to United Kingdom). Please note: It can often take some time to obtain a visa, so Customers are advised to apply in plenty of time. Requirements may change and Customers should check for up-to-date information before booking and departure. We accept no liability if a Customer is refused entry onto a flight or into any country due to Customer’s failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries Customer may just be transiting through. This includes all stops made by the aircraft, even if Customer does not leave the aircraft or airport. Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Imagine Cruising. urges passengers to review any travel prohibitions, warniangs, announcements and advisories issued by The Foreign and Commonwealth Office Travel Advice Unit prior to booking travel to international destinations. Information on conditions in various countries and the level of risk associated with travel to particular international destinations can be found from the following sources:

Foreign and Commonwealth Office Travel Advice Service on 0845 850 2829 (24hrs, 7 days a week) (BT – 4p per min. Other networks vary)

Visa Specific information:

For visa advice on travel to India, please visit:

For visa advice on travel to Australia, please visit:

For visa advice on travel to USA, please visit:

For visa advice on travel to Canada, please visit:

For visa advice on travel to New Zealand, please visit:

For any other country please use the advice given on the UK government website:

For any additional advice or if you would like the visa application to be done for you through a third-party supplier please contact:

Q: Is my passport valid?

A: When travelling to a foreign country you must a have a full and valid passport with at least 6 months validity on your passport after the date of your return or you may be refused boarding. If you do not hold a British passport we regret that we cannot provide any information regarding visas and therefore passengers will need to check with the relevant embassy the requirements for your itinerary in order to travel. Please ensure that the names and initials on your flight & cruise tickets are the same as your passport.

Q: Do I need travel insurance?

A: We strongly advise you to obtain adequate travel insurance from the day the booking is made. Imagine Holidays will not accept any liability for any passengers who fail to obtain adequate travel insurance.

Q: Do I need a vaccination?

A: Please contact your GP as we are not trained to advise you.

Cancellations & Amendments

Q: How do I upgrade my flight or make enhancements to my holiday?

A: Please contact our Concierge Team on 01793 575289 or email and we will be more than happy to help.

Q: How do I cancel my booking?

A: We require all cancellations in writing from the lead passenger on the booking and this can be by letter or email. Cancellations are effective from the date we receive them and not from the date they are sent. Upon receipt we will contact the relevant suppliers of your holiday to ascertain the cancellation charges. We will then confirm the charges to you before cancelling the holiday.

Q: Can I do a name change?

A: Yes you can, however, the charge for the amendment is dependent on how close you are to departure. Please contact our Customer Support Team who will be able to confirm the relevant charges.

Q: Can I amend my cruise to a different date?

A: Yes, please refer to our booking conditions and contact our Customer Support Team.

Q: What are the cancellation charges?

A: 119 Days or more before departure: if you want to cancel your holiday 119 days prior to departure you will lose your deposit. Please note if a low deposit has been paid then any further money due will need to be collected before cancellation. If you have already paid your balance in full then we will calculate the deposit you would have paid and refund the difference.

118 – 36 days prior to departure – if you want to cancel your holiday between 118-36 days prior to your departure you will lose 75% of your holiday cost. This does not include flights as these are always at a 100% loss.

35 days prior to departure – if you want to cancel your holiday 35 days or less prior to your departure you will lose 100% of your holiday cost.

Other FAQs

Q: I didn’t make the booking, can you help me?

A: Due to data protection we can only discuss the booking with the lead passenger who is normally the person who has made the booking. If you do need to speak to us about the booking directly and you are not the lead passenger, we will need authorisation from the lead passenger first. This can be done over the phone.

Q: What are your open hours?

A: Sales: Monday – Sunday 9am – 8pm
Customer Support: Monday to Friday 9am – 5pm, Saturday 9am – 5pm

Q: How do I contact Imagine Holidays?

A: You can contact us via phone: Sales – 01793 967 900, Customer Support – 01793 975 623, or email –

Q: Who do I call in case of emergency?

A: Please call our emergency number on 01793 467 476. (Please note that this number is for genuine emergencies only and any calls of a non-urgent nature will be asked to call back the following working day.)

Q: How do I make a complaint?

A: Please put your complaint into writing and we will respond within 28 days to

Holiday Extras

Q: How do I book an airport lounge?

A: Please contact our Customer Support Team who will able to add this on for you.

Q: How do I add airport parking or an airport hotel?

A: Please contact the Customer Support Team and we will happily add a hotel or car parking to your booking. Please note full payment will be required within 15 weeks of departure.

Q: How do I book attractions tickets?

A: Where available, attraction tickets can be added to your booking: please contact our Customer Support Team. Please note, full payment could be required within 15 weeks of departure.

View full list of holiday extras

Holiday Enquiries
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