Overview

FAQs

Please see below for our most frequently asked questions. If you have any other questions please get in touch with us by calling 0121 446 4932.

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What is my baggage allowance? 
How do i pre-book my seats? 
Do I need to check-in online for my flight? 
When will I receive my tickets? 
Will I hear from you before my trip? 
When is my balance due? 
Passport Validity 
I am a British Citizen; how do I know if I need a Visa to travel? 
Will I need any injections before I travel? 
What are resort fees & taxes? 
Do you charge for credit card payments? 
Do I need travel insurance? 
How can I change my contact details with you? 
How can I upgrade my flight? 
How can I upgrade my hotel room category? 
Can I book airport hotels and parking with you? 
How can I pre-book an airport lounge? 
Where do I find out about excursions and experiences available on my holiday? 
What do I do in the event of an issue in resort? 
Cancellation 

  1. What is my baggage allowance?

Your baggage allowance will depend on your airline, class of travel and itinerary and will be shown on your tickets which you will receive 7-10 days prior to departure. Your Honeymoon Expert will be able to confirm your baggage allowance at the time of booking. You can also visit the airlines’ website for the most up to date information.

Maldives: Please note that Sea Plane transfers in the Maldives have a baggage restriction of 20kgs.

United States: If travelling within the United States on internal flights, please note that baggage is not always included in the airfares as standard, and must be added either online or at check-in at an approximate cost of $25 USD per bag.

Listed below are links to some of the airline websites giving details of their baggage allowances.

American Airlines

British Airways

Emirates – selected special fares may have reduced baggage allowance – please contact us.

Etihad Airways

Malaysia Airlines

Qatar Airways

Singapore Airlines

South African Airways

Sri Lankan

United Airlines

Virgin Atlantic

If using multiple airlines, please ensure your baggage is within the lowest weight allowance. This includes Maldives seaplanes.

  1. How do I pre-book my seats?

 

Wherever possible, we will try to allocate your flight seats at the time of booking. However, in some instances, this cannot be actioned until tickets have been issued.

Selected airlines will charge a fee to pre-allocate your seats, for further details please email our Concierge team at concierge@puredestinations.co.uk or call us on 0121 227 9752.

 

  1. Do I need to check-in online for my flight?

 

We recommend checking in for your flight online prior to arriving at the airport. Your airline reference number will be located within your tickets, which you will receive 7-10 days prior to departure.

The online check-in date will vary between airlines, but the majority are 24-48 hours prior to departure. You can find further information on this by visiting the airline’s official website.

If you need further assistance with online check-in, please email Concierge team at concierge@puredestinations.co.uk or call us on 0121 227 9752.

 

 

  1. When will I receive my tickets?

We will call you to reconfirm your postal address once we have received your tickets. Tickets will be posted 7-10 days prior to travel.

  1. Will I hear from you before my trip?

Once your booking is confirmed, you will have access to our Concierge Service, which is a service dedicated to answering any questions you may have about your holiday. You can contact them by emailing concierge@puredestinations.co.uk or on 0121 227 9752

We will contact you at approximately 14 weeks prior to departure to remind you that your balance is due at 12 weeks prior.

We will also call to double check your postal address once your tickets have reached us, this is normally approximately 2 weeks prior to departure.

  1. When is my balance due?

Your final balance payment is due 12 weeks prior to departure.

  1. Passport Validity

It is essential that your passport has a minimum of 6 months validity remaining at the time of return travel, and that names provided to Pure Destinations are as per passport.

Failure to do this may result in charges or denied boarding.

 

  1. I am a British Citizen; how do I know if I need a Visa to travel?

We recommend you visit the FCO website for the most recent Visa information. If you are not a British Passport Holder, please contact your relevant embassy.

https://www.gov.uk/foreign-travel-advice

  1. Will I need any injections before I travel?

We recommend that you visit your GP for advice travel health, and whether you need to have any vaccinations prior to travel. Please ensure this is done as early as possible to avoid any issues.

  1. What are resort fees & taxes?

Many destinations will charge a local tourist tax. This is regulated by government, will vary depending on factors such as the hotel category and will be chargeable on departure. You can check the hotel website for the most recent information regarding this.

Resort fees are also charged in some countries, many in the United States. These are compulsory per room per night charges and will need to be paid locally. They often include facilities such as wi-fi, gym and other facilities and further information can be found the hotels own website.

  1. Do you charge for credit card payments?

Yes, credit cards are charged at 2% however debit cards do not carry any fee.

  1. Do I need travel insurance?

Yes, it is essential that you take out a travel insurance policy from the time of booking. We can arrange travel insurance on your behalf. Please call our Concierge team on 0121 227 9752 or email us at concierge@puredestinations.co.uk

Alternatively, you can book your insurance via our recommended provider by following the link below:

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  1. How can I change my contact details with you?

Please email any contact detail changes to concierge@puredestinations.co.uk

  1. How can I upgrade my flight?

Please email our Concierge team at concierge@puredestinations.co.uk and we can advise you of what options are available

 

  1. How can I upgrade my hotel room category?

Please email our Concierge team at concierge@puredestinations.co.uk and we can advise you of what options are available

 

  1. Can I book airport hotels and parking with you?

Yes, please email our Concierge team at concierge@puredestinations.co.uk and we can advise you of what options are available

 

  1. How can I pre-book an airport lounge?

Please email our Concierge team at concierge@puredestinations.co.uk and we can advise you of what options are available

  1. Where do I find out about excursions and experiences available on my holiday?

Please email our Concierge team at concierge@puredestinations.co.uk and we can advise you of what options are available

 

  1. What do I do in the event of an issue in resort?

In the unlikely event that you are not satisfied with any element of your holiday, please initially speak to the hotel reception to express your concerns and allow them to resolve the issue.

If you are still not satisfied, please use the contact telephone number provided on the relevant voucher within your travel documentation.

We strongly recommend following this process in the event of any issue, to assist Pure Destinations in obtaining the best result should you need to pursue your complaint on return.

 

You can email us at concierge@puredestinations.co.uk

 

  1. Cancellation

All cancellations must be made in writing by the person that made the booking and this is effective on the day we receive it. As we incur substantial costs and losses on a cancellation, we will apply the following cancellation charges:
Number of days prior to departure Cancellation charge as percentage when cancellation notice received of total holiday price

70 days or more deposit only
69-43 Days 50% of holiday cost
42-31 Days 75% of holiday cost
30 Days or less 100% of holiday cost

The penalties are in addition to the non-refundable elements of the booking, which have been contracted on your behalf and notified to you.  If we are able to recover any of our losses from our suppliers, we will refund those to you subject to a reasonable administration fee.  Agents or third party organisations acting on our behalf are unable to amend or change the contract or terms and conditions within it.

 

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