FAQ

Questions about your trip? Have a look below and see if we’ve answered your query. If not, please don’t hesitate to contact one of our agents on 0207 749 9220.

Enhanced Security Measures for flights (09/07/2014)

In order to maintain maximum security on flights passengers are being subjected to additional searches at the departure gates. Clients travelling from and to any Uk airport, to any worldwide destination, should ensure that electronic devices are charged prior to arrival at the airport in order to show that it is operational.

The electronic devices covered by this change of security regulations are: All electronic devices and mains powered electrical items such as tablets, telephones, e-books, laptops, and rechargeable camera batteries are included in these additional searches. If the security teams ask you to remove the item from its case or turn the device on you will be required to do so. The UK Department for Transport has issued the following guidelines:

www.gov.uk/hand-luggage-restrictions/electronic-devices-and-electrical-items

If you are unable to comply with the request to power up your device the item will not be allowed to travel with you and you may be asked to re- book your flights.

PLEASE ENSURE THAT YOU COMPLY WITH THESE NEW REGULATIONS

Do I need a visa?

Below are some visa requirements for passengers on EU passports only.

It is the responsibility of all passengers to ensure that they have the relevant documents to enter any destination featured in the itinerary.

USA - If travelling to the USA you will require an ESTA visa that can be found through a link provided with your invoice: esta.cbp.dhs.gov/esta/.

If you have a criminal conviction within the UK, you will need to contact the USA embassy directly to arrange a visa: 020 7499 9000

Cuba - If travelling to Cuba, you will require a Cuban Visa, which can be provided through Kenwood Travel at a cost of £15 plus £5 administration fee.

Vietnam - For customers travelling to Vietnam a visa is required before you travel and can be purchased through Kenwood Travel or directly via the embassy: vietnamembassy.org.uk

Sri Lanka - Sri Lanka travellers can obtain a visa on arrival, however we advise to purchase one before travel through: eta.gov.lk/slvisa/

India - For those travelling to India, a visa is required and can be obtained directly from the embassy: in.vfsglobal.co.uk

Mauritius - Passengers travelling to Mauritius do not need to obtain a visa before arrival. A tourist visa, normally valid for 60 days, will be issued on arrival to holders of valid British passports in possession of return tickets.

Maldives -  For customers travelling to The Maldives a tourist visa is issued free of charge on arrival for up to 30 days provided they hold a valid ticket to continue their journey out of The Maldives.

Bali - When arriving into Bali, a visa will need to be purchased in US Dollars. A British citizen visiting Bali can buy a 30-day visa-on-arrival at a cost of US $35.

For all other destinations please check the embassy website for that country. Clients with a non-EU passport should ask their consultant for advice.

How long is an ESTA valid for?

An ESTA visa is valid for two years from the purchase date; however it needs to be updated each time you travel to the USA.

Payment of your holiday 

The balance on your booking is due 10 weeks prior to departure. It can be paid in a number of ways:

Phone - All payments can be made over the phone – 020 7749 9220 – and any member of our team will be happy to help you. Please note that payments made by credit card will incur a 2% surcharge, Amex will incur a 2.5% surcharge and debit cards incur no surcharge.

Cheque - Please post all cheques to Kenwood Travel at the address stated on your invoice. If sending a cheque, please post early enough to allow time for the amount to clear.

Bank Transfer - Please ask your consultant for our account details if you wish to complete an online bank transfer.

Kenwood Travel requires payment to be made in full if travelling within 10 weeks. As long as the full balance is paid by the due date, payments in instalments may be made. Kenwood Travel will not automatically take payments using any card details provided and require verbal authorisation directly from the cardholder before a payment is taken.

The balance due date will appear on every confirmation and invoice you receive, please note that we do not send any additional payment reminders.

The deposit for your holiday will need to be taken at the time of booking. When paying your initial deposit the credit card fee does not apply and we allow customers to pay up to £1000 off of their balance during this process.

When will I receive my tickets and documents?

You will receive all tickets and documents by email or post 2-3 weeks before departure.

Why haven’t I received an invoice?

We advise all customers that final confirmation invoices may take up to 48 hours to be sent to you, as there may be delays in confirming hotels across the world due to the time difference.

When the invoice is received please make sure that all names on the invoice are spelt correctly according to passports. If any are incorrect please contact your consultant immediately.

Are meals included on my flight?

All of our prices include in-flight meals on scheduled carriers. If you have any special meal requests, such as for a child, vegetarian, vegan, pork or dairy free, please advise your consultant and they will be happy to arrange this for you.

Can I pre-book my seats?

The pre-allocation of seats differs between airlines. However, all carriers have a limited number available prior to departure and they do not guarantee that the seats booked will be available upon check-in.

Virgin Atlantic - Please go to the following link to find the latest information.

British Airways - Customers can pre-book seats in advance at an additional charge, or free of charge 24 hours before departure. To pre book seats in advance please contact BA directly: britishairways.com/travel/choose-your-seat/public/en_gb

Emirates - Customers are able to pre-book seats as soon as their balance is paid in full. Please contact your consultant and they would be happy to do this for you.

Eva Air - Customers can pre-book seats 100 days prior to departure directly on the Eva Air website: evaair.com/en-us/book-and-manage-your-trip/

Thai Airways, Cathay Pacific, Malaysian Airlines, QATAR and Etihad - Seats can be booked at the time of the reservation, please ask your travel consultant on booking.

Before you pre-book your seats, please contact us on 020 7749 9220 so we can provide you with your airline reference.

In order to obtain availability and the best possible price in the high season (Christmas, Easter, New Year and school holidays), we obtain a group allocation with most airlines. When this is the situation the system for pre-booking seats changes inasmuch as you would not be able to pre-book seats, even by paying the premium. All check-in and seating would need to be arranged at the airport. The airlines do block a sector of the aircraft for our passengers and in the normal way will try to ensure that families are seated together. If you are travelling in the high season please check with your consultant to ascertain if you are on one of our group allocations.

Can I upgrade my seats?

Kenwood Travel can arrange seat upgrades on all flights. Please contact your consultant and they will be happy to check availability and provide you with a quotation.

When will I need to check in?

We advise passengers to check in online 24 hours prior to departure. However this is not mandatory. Passengers who chose to check in online will be advised to arrive at the airport 2 hours before departure; those who do not are advised to arrive at the airport 3 hours prior to departure.

Passengers flying with Virgin Atlantic have the opportunity to complete a Twilight Check-In. This allows you to check in and drop luggage at the airport the evening before your flight. Twilight Check-In is open between 17:00 and 21:00.

Can I change the name of a passenger or dates of my booking?

Unfortunately it is not possible to change a name with an airline once the reservation has been made. If one of your party were unable to travel the seat would need to be cancelled with a loss of deposit or balance. We would then make a new booking if you have a replacement.

Changing the dates of a booking once it has been made may be possible however is subject to availability and would incur additional charges. If you wish to change your holiday dates please contact your sales consultant.

How do I cancel a passenger from the booking?

If you wish to cancel a passenger from the booking you will need to contact your reservation agent or our Customer Services department. We will require any potential changes in writing. Any passenger cancelled will lose their deposit and may incur additional charges.

Does the price include transfers?

Transfers are an added extra and will be included if requested. Kenwood Travel can arrange both private and shared transfers one-way or return. The transfer will pick you up from the airport on arrival and take you to your accommodation. If you wish to add transfers please speak to your consultant.

Can we upgrade our car hire?

You can upgrade both your car hire and your car insurance policy. We work with a company that offers a wide range of vehicles that can accommodate any needs.

Do I need an international driving licence for our car hire in Orlando?

At the moment, the car hire companies that we use do not require an international driving licence. According to their policy, British driving licences are accepted, however if this changes we will notify all of our customers immediately.

What size car should I book?

The type of vehicle and capacity of various models is stated on our website when booking car hire. If you drive in the UK you should make your choice based on your own car and bear in mind that although you may be booking, for example, a full size 4 door for 4 passengers, this may not have enough space for all of the luggage that you will be taking. A solution would be to upgrade the vehicle, or upon arrival in Florida arrange for a taxi to take any extra luggage you may have. This is a relatively cheap option and avoids the necessity of upgrading or indeed having more than one vehicle. You should also be aware that in common with all car hire companies our supplier will offer you the opportunity to upgrade locally but you are not obliged to accept any such offer, which may result in you paying a much higher rate.

Are all car hire charges include?

Our rates include all necessary charges, such as Collision Damage Waiver and insurance. The only extra payment would be for fuel and optional extras such as sat nav or baby seats. With regard to the fuel charges, when picking up your vehicle you will be provided with full tank of fuel and you should agree with the agent how you would like to pay for this .You can either bring the car back with a full tank or be charged for the amount used. Again you may be asked by the agent if you would like any extras such as; PAI (Personal Accident Insurance),PEC (Personal Effects Coverage) or Roadside Plus. In our view none if these are necessary and you are not obliged to take up the offer.

What is the luggage allowance for my flight?

The luggage allowance is dependent on the airline. If you are unsure of your allowance please check on the relevant airlines website or refer to your tickets when issued.

Can I take a handbag and hand luggage?

For all scheduled carriers, you are entitled to one piece of hand luggage, which must fit into the overhead locker along with one personal item, e.g. a handbag, laptop bag or brief case.

Would a hotel ask me for my credit card details, when I check in, to cover any extras?

It is now normal practice, especially in the United States, for hotels to ask for an imprint of a credit card to cover any incidentals, such as drinks, extra meals, room service etc. Although they will take all of the card details you will only be debited once you have been notified of any charges.

Do I need to pay a deposit to the villa company to cover damage?

You do not pay a deposit as such but some of our villa management companies in Florida require an imprint of your card to cover any damage that you may cause during you occupancy. This would only be for non-accidental incidents. This is similar to the system when you check into a hotel whereby they take the details of the card for any extras. The management company will not take any money unless there is a proven problem during your stay, and you will be advised before this is auctioned.

When do we receive the keys to our villa?

We will not send keys in the post with your documents. All clients travelling to Orlando will either be directed to the villa management company, where you will check in and be provided with the keys to the property, or we will provide you with a code to access a lock box outside of the villa, which contains the property documents and keys.

Is pool heating included with my villa booking?

Pool heating is an added extra, which can be purchased through Kenwood Travel any time up to 48 hours before departure at the price of £20 a day. Please contact your reservation agent and they will be happy to include this for you.

Where can I find the villa address?

We can confirm a named villa, however the exact address will be provided after final documentation is sent 2-3 weeks before travel.

Can I manage my flights online?

Apart from clients booked onto one of our group departures you are able to manage your flights online by heading to the airline’s own website and going to the ‘manage my booking’ page. Here you will need to state the airline reference number, which at can be found on your E-ticket or supplied by your consultant.

Do I need a machine-readable passport?

Yes, all destinations will require you to have a machine-readable passport.  If you have renewed your passport since 2004, it will be a machine-readable passport. The only reason why this should not be the case is if the document was issued abroad, in which case contact your reservations agent. You can tell if your passport is machine readable if it has chevrons on the picture page.

Can I use my air miles to book my holiday?

Unfortunately we can only log your frequent flyer membership number with the airline to help you accrue air miles, but you can only spend your air miles directly with that airline. 

Do I need injections?

We advise all clients to check with their local GP or travel clinic for travel vaccination advice. Entry requirements change regularly and they will have up to date information.

What is the smoking policy of hotels abroad?

Most countries have either banned smoking in public areas, or are in the process of passing legislation to do so. Many hotels have already banned smoking in the rooms and this would also include outside areas, such as a balcony or patio. If this issue is of major importance to you we would be pleased to enquire as to the current situation with any given hotel and you should contact your consultant for further information.

Do I have to fill out API?

It is mandatory for the airline to have your Advanced Passenger Information and we recommend that you do this in advance of check in, by visiting the airlines website and heading to the manage my booking page.

Do you sell insurance?

Kenwood Travel can provide Travel Insurance. Prices are from £30 per person and children are FREE. If you are interested in our Travel Insurance, you can receive a quote on our website, offered by Rock Insurance, or call 020 7749 9220 and speak to one of our insurance experts who can provide you with a quote and issue a policy.

Kenwood Travel Ltd is an appointed representative of ITC Compliance Ltd, which is authorised and regulated by the Financial Conduct Authority.

When is the hurricane season in the Caribbean?

Hurricanes in the Caribbean are few and far between and should not stop you travelling during the season, which is June to November.

Will the cost of my holiday go up after I have booked?

No, once your holiday has been confirmed and a deposit has been taken the booking total will not change, for any reason other than the circumstances stated in our Terms and Conditions. The cost of your holiday will not change if there is an increase or decrease in a similar holiday advertised on our website.

What should I do if I have a complaint in resort?

Initially, if you have an issue within the resort, contact the hotel manager or villa Management Company.  If they are unable to help, you can contact our local representatives (where applicable). If no resolution can be found, you should then contact Kenwood Travel Customer Services department immediately. 

Who do I contact if I have an issue upon my return?

If you feel you have an issue regarding your holiday upon your return, please contact the consultant who arranged the trip for you and they can help you with the matter or direct you to our Kenwood Customer Services department.: customerservices@kenwoodtravel.com

Do you arrange excursions in resort?

Where we do not include excursions within the package, our representatives in resort would be glad to help you book local excursions.

Financial protection. Are you members of ABTA and do you have an ATOL licence?

Book with confidence. We are a member of ABTA which means you have the benefit of ABTA's assistance and Code of Conduct. All the package and Flight-Plus holidays we sell are covered by a scheme protecting your money if the supplier fails. Other services such as hotels or flights on their own may not be protected and you should ask us what protection is available. For further details please visit abta.com/go-travel/before-you-travel

For more information on ABTA financial protection please go to abta.com/go-travel/before-you-travel/travel-tips/financial-protection

The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from our web site and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL 5664 administered by the Civil Aviation Authority. Please note: this protection is not available for packaged arrangements, which do not include flights.

See more at: kenwoodtravel.co.uk/atol

What considerations should I take into account when travelling to a Muslim country during Ramadan?

The date of Ramadan changes from year to year and although there will be some restrictions during your stay this is often a quieter and cheaper time to travel. Your consultant will be pleased to tell you when Ramadan occurs and guide you through any restrictions. Please note: Ramadan in 2015 will start on Thursday, the 18th of June and will continue for 30 days until Friday, the 17th of July.

Are you able to arrange weddings and renewal of vows? What are the regulations?

We are able to arrange weddings and renewal of vows in most destinations that we offer. As the regulations vary from country to country you should contact one of our travel consultants for more information.
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