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Frequently Asked Questions

Questions about your trip? See if we’ve answered your query below. If not, please don’t hesitate to contact one of our agents on 020 7749 9220.

Should I arrange Travel Insurance?

It is essential that you take out adequate travel insurance for your holiday. Kenwood Travel does not provide this service but there are many low cost options available when you search online. The main elements of cover would be for medical expenses, should you fall ill or have an accident while abroad, and cancellation or curtailment. Cover should be arranged as soon as you pay your deposit, as you will then be covered immediately should you need to cancel.

Should I be concerned about the Zika Virus? 

You may be aware that there has been an outbreak of the Zika Virus in South and Central America and cases reported in Mexico, Barbados, Jamaica, Cuba, Dominican Republic, Trinidad & Tobago, The Grenadines, St Lucia, Turks & Caicos, Antigua, Barbuda, Florida and potentially other Caribbean islands and worldwide destinations. There have also been sporadic cases reported in Thailand, Vietnam and The Philippines. The affected areas are constantly changing and full up-to-date details of the virus, and the precautions to be taken by travellers, can be found online here.

This virus is transmitted by mosquitoes and although the symptoms can be unpleasant they are not life threatening. However, if you are PREGNANT, or planning to become pregnant and are travelling to an affected area, then you will need to take the precautions as outlined on the above website. If you need further assistance please contact your travel consultant who will be pleased to help. The above guidelines are as of 31/03/16.

Do I need to advise Kenwood Travel if I have any physical disability?

You should advise your consultant at the time of booking if you, or any member of your party, have any disabilities which may affect your journey or the type of accommodation offered. We would be pleased to arrange assistance at the airport and enquire if your chosen property has rooms with disabled access. We can also offer advice with regard to the layout of a particular property or hotel and its suitability for your needs.

Can I make a claim for gastric illness, if I believe this was caused by my hotel?

Should you become ill whilst on holiday, you must report this to the relevant supplier (e.g. your hotelier), your resort representative or by calling our Customer Services Department on 020 7749 9237. You must also consult a local doctor and make arrangements to visit your GP when you return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.

We must advise that it is against the law to act in a fraudulent manner, and it could result in serious consequences if a false claim is made. If you, or any member of your party, or any person acting for you makes a false or exaggerated claim, then this may lead to prosecution.

What are the new enhanced flight security measures? 

The following guidelines are as of 09/07/14: In order to maintain maximum security on flights, passengers are being subjected to additional searches at the departure gates. Clients travelling to and from 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 in security regulations are: All electronic devices and mains-powered electrical items such as tablets, telephones, e-books, laptops, and rechargeable camera batteries. If the security teams ask you to remove the item from its case or turn on the device, you will be required to do so. The UK Department for Transport has issued the following guidelines:

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 holding EU passports ONLY. Clients with a non-EU passport should seek advice from the embassy for  the country that they will be visiting.

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: If you have a passport showing  you are a UK citizen then you are able to obtain a  US visa, or ESTA, under the Visa Waiver Scheme. However for clients travelling to the States after 01 APRIL  2016 you will need to hold a passport with an integrated chip. For security reasons this holds all of your personal information, as stated on the passport, but in digital format. If your passport does not have this feature then you will need to renew the passport before your departure date. The Passport Office will add up to 9 months of any unexpired time and you can recognise the chip by a gold symbol (resembling a camera) on the bottom of the front cover of the passport. 

Changes to United States ESTA (visa)requirements - The U.S. Authorities have made changes to their entry requirements which will affect any dual nationality customer who has a passport issued by a country which is eligible under the U.S. visa Waiver Programme AND a passport issued by Iran, Iraq, Sudan and Syria.These customers with dual nationality will no longer be able to enter the U.S. using an ESTA under the Visa Waiver Programme. In addition any customer who has an ESTA and that has visited Iran, Iraq, Sudan or Syria since March 1, 2011 should also expect not to be able to use the Visa Waiver Programme. These customers will require a U.S. visa for future travel to the United States, and should contact their local US Embassy. If you have the above dual nationality or have visited the countries mentioned and already hold a visa this may well be voided. Again please check your status with the US Embassy. Dated 21 January 2016. 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.

(Dated 30 January 2017) - On 27 January 2017, President Trump signed an Executive Order suspending immigrant and non-immigrant entry to the USA for people from Libya, Iran, Iraq, Somalia, Sudan, Syria and Yemen for a period of 90 days. If you are a resident in the UK, but are a citizen of one the seven countries listed above you will be unable to travel to the USA whilst this policy is in place unless you have dual UK nationality. The Foreign and Commonwealth Office (FCO) has confirmed with the US government that any British Nationals with dual nationality with one of the seven countries, who is travelling on a British passport from one of the listed countries should expect additional security checks on arrival in the USA. All UK citizens travelling to the USA need to apply online for an electronic visa known as an ESTA; this should ideally be done at least 72 hours before travel. In certain cases travellers may be required to attend an interview in person to obtain a visa. Exceptions from the ESTA programme include people who may have had a criminal conviction, though there are also other categories. For further information and advice, please check the Foreign Office website.

Cuba - If travelling to Cuba, you will require a Cuban Visa/Tourist Card, which can be applied for online at the official website, or by contacting the Cuban consulate directly. 

Vietnam - For customers travelling to Vietnam for a stay longer than 15 days, a visa is required before you travel and can be purchased through Kenwood Travel or directly via the embassy: If your stay is for less than 15 days, and you have a UK, Spanish or Italian passport then no visa is required. Note: Please be careful when calculating the time spent in Vietnam as no extension to the visa waiver can be obtained in Vietnam.

Sri Lanka - Sri Lanka travellers can obtain a visa on arrival, however we advise to purchase one before travel through:

India - You’ll need to get a visa before travelling to India. You can find further information about how to apply on the Indian High Commission website. Holders of passports endorsed ‘British citizen’ who meet the eligibility criteria can apply for an e-Tourist Visa (e-TV) to enter India at certain designated airports. You can find more information about the eligibility criteria on the government of India’s e-Tourist Visa website.

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. You must ensure that you have at least one completely blank page in your passport, which is an entry requirement.

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, passengers are required to purchase a visa in US Dollars. A British citizen visiting Bali can buy a 30-day visa-on-arrival at a cost of US $35.

Dominican Republic - Tourists entering Dominican Republic must purchase a Tourist Card upon arrival at a cost of 10USD per person, including children and infants. The card may also be obtained before you go on at the following website:

Change of entry rules for Canada - From 15 March 2016, Canada is introducing a new entry requirement, known as an Electronic Travel Authorisation (eTA), for visa-exempt foreign nationals travelling to Canada by air. Exceptions include U.S. citizens and travellers with a valid visa. All eligible travellers flying to Canada from 15 March 2016 will need to apply online for an eTA before travel. This requirement includes all British citizens. The cost of the eTA is C$7 per passenger, and the validity of the eTA is five years, or until the passengers passport expires.

Hong Kong - Although a visa is not required for British nationals visiting Hong Kong, your passport will need to be valid for at least one month after your date of departure from Hong Kong.

Oman - Oman has launched a new eVisa programme whereby visitors can apply for an entry visa online. Currently 67 countries, including the UK, are eligible under the new programme. Residents of other countries are advised to check before making any travel arrangements to Oman. The tourist visa is valid for 30 days and costs OMR 20.

For all other destinations please check the embassy website for the country you will be visiting.

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.

Do I need an ESTA if I'm only flying through the US to another destination?

Yes, all transit flights through the US require an ESTA. For example if you were travelling to Jamaica, with AA involving a change of flights in Charlotte, then you would need an ESTA. Simply enter 'In transit', and your final destination under the heading 'Address While In The United States' on the ESTA application.

Are there any special requirements for children travelling to South Africa?

From October 1 2014, parents travelling to South Africa with a child – defined as those under 18 years – will need to produce an unabridged birth certificate that shows the names of both parents, with a sworn translation if not in English.

How do I complete payment of my 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 making the booking, and if you pay by credit card the appropriate charge will be made.

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 international scheduled carriers. However, it is now normal practice not to include meals on low cost Uk domestic and European flights, and flights within the United States. Your consultant will be able to advise you in this respect. If you have any special meal requests, such as for a child, vegetarian, vegan, pork or dairy free, please advise us  and we 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 once their holiday balance is paid in full, or free of charge 24 hours before departure. To pre book seats in advance please contact BA directly:

Emirates - Customers can pre-book their seats directly on the Emirates website at any time in advance of departure once balance is paid. Please note however that charges will apply and would be paid directly to the airline. A free pre-booking service is made available within 24 hours before departure.  

Eva Air - Customers can pre-book seats 100 days prior to departure directly on the Eva Air website:

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 case, 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. For more information please click here.

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.

At what time can I check-in and check-out of my hotel?

Generally speaking your hotel room will be available from 1400hrs to 1500hrs on the day of arrival; check out would be between 1000hrs and midday. Times will vary from hotel to hotel and you should check with your consultant to establish the exact policy. If the room is available earlier the hotel may allow you to check in slightly earlier but this would be at their discretion.

If you arrive at the hotel in the early hours of the morning there would obviously be a wait for your room to become available. This can be avoided by booking an extra night but of course this would be at an extra cost.

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.

Will I need a credit/debit card when collecting my car?

All of the main charges are included in your car rental fee. However the car hire company will need you to produce a credit/debit card at the time of collection, both as security and to cover the cost of any unpaid toll fees, parking or speeding tickets etc. If there are no issues the card will not be debited.

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 sufficient luggage space, for example. 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 higher rate.

Are all car hire charges included?

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 a 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 legal age that I can hire a car in Florida?

To hire a car in Florida you must have reached your 21st birthday. If you are under 25 years of age, the car hire company will levy an extra insurance charge of 25USD per day.

If I book theme park tickets do I receive the actual entry tickets or do I get a voucher?

The theme park operators have now computerised the booking process whereby a voucher is issued and simply exchanged at the entry gates.

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. For more information please click here.

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.

How old do I need to be to check in to a hotel?

In the USA the minimum age for a hotel guest to be able to check in is 21. This is especially relevant in Las Vegas where they strictly enforce this rule.

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 damages 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 actioned.

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 approximately £25 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 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.

Do I need a passport with an integrated chip?

Clients travelling to the United States after 01 APRIL  2016 will need to hold a passport with an integrated chip. For security reasons this holds all of your personal information, as stated on the passport, but in digital format. If your passport does not have this feature then you will need to renew the passport before your departure date. The Passport Office will add up to 9 months of any unexpired time and you can recognise the chip by a gold symbol, resembling a camera, on the bottom of the front cover of the passport. 

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.

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. They can either help you or direct you to our Kenwood Customer Services department:

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

For more information on ABTA financial protection please go to

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 website 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:

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

The dates of Ramadan change 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. The dates for 2017 are 27th May - 25th June.

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.

Is my passport valid?

The entry requirements, with regard to your passport's validity, vary from country to country. Generally you are required to have at least 6 months left to run on your passport before it expires. British Citizen may renew their passport at any time; you don’t have to wait for it to expire. The Passport office will add any time-period outstanding (in whole months up to nine months) to your new passport. We therefore suggest that if your passport is due to expire within six months of your return to the UK, that you follow this procedure. Non British Citizen passport holders or British Citizens holding a UK Passport issued abroad or holders of British Subject Passports should contact the appropriate consulate or embassy for further advice. The FCO Travel advice for the Bahamas has been updated as of 1st February 2016 - passports should be valid for six months from the date of your return departure from The Bahamas. The Turkish government advise that your passport should be valid for at least 6 months from the date you enter Turkey. You can find more detail about the requirements for entry into Turkey on the website of the Turkish Ministry of Foreign Affairs.

Do I have a baggage allowance for my sports equipment?

Airlines are changing their policy with regard to allowing free carriage of sports equipment. The situation does differ from airline to airline and you should advise your travel consultant at the time of booking if you wish to take golf clubs, bicycles etc on board. Generally you are allowed to take one piece of equipment as part of your standard baggage allowance, provided it does not weigh more than 23kg. If you have already used your standard allowance then the item would need to be paid for as extra baggage, the cost being approximately £60.

Can I make a package tour booking in the UK, if I am not a UK citizen or live abroad?

As a UK tour operator some of our hotel and flight rates may not be available to non UK citizens, or expatriates living abroad. Therefore, when making a booking, you must advise us immediately if you hold a non-British passport, are a citizen of the country you are visiting, or are domicile in another country. Failure to advise Kenwood Travel of your status may result in additional costs or cancellation charges, for which you would be liable.

What information do Kenwood Travel collect and how do they use it?

When you submit a holiday enquiry or make a booking, either online or by telephone, we will ask you to provide certain personal details. These will include such information as the full names of all passengers travelling, together with the ages of children and address, email and telephone number of the lead client. We will also require your credit card details if this is the method chosen to make payment. All information you provide is stored on our secure servers, and any payment transactions will be encrypted.

We may share your contact information with selected third parties including:

We take full responsibility for ensuring that proper security measures are in place to protect your personal details as specified by the Data Protection Act. However, if requested, we may be required to disclose this information to public authorities such as Customs and Excise, Immigration or the Police, which is a legal requirement. If you have selected to receive our email newsletter you will have submitted your name and email address. This information is held on our secure database and will not be shared with any other organisation. If you wish you may remove your details from the mailing list at any time.

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