Frequently Asked Questions

Please find below the answers to some of the more frequently asked questions, if you cannot find the information you require please do not hestitate to contact us.

You are in category: Bookings, confirmations and payment

  1. 1. How do I know if my booking is confirmed?


    An order is placed online when you have submit your credit card details and click 'confirm'.  You will see a booking request confirmation page and receive an email acknowledging your booking request.  This is not a confirmation that your reservation is in place. We will contact you via email to confirm that your booking has been placed with the relevent supplier, and you will receive a full written confirmation by email within 48 hours of your booking request.


    The email you receive, will show the details of your booking, along with your reservation number.  Please quote your reservation number when you contact us, this will helps us to quickly locate your reservation.

     

    Confirmations from some suppliers are not received immediately and it may take several hours before they come to us and are confirmed to you.

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  2. 2. I entered my payment details but did not receive a confirmation. What should I do?


    If you entered your payment details but did not see a confirmation page or receive a confirmation email it is possible that your transaction failed.  If this is the case please call us on 01565 654411 straight away and we will check your reservation.

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  3. 3. When is my final balance due?


    Your final balance is due between 10 - 14 weeks prior to your departure date depending upon which services you have booked with us.  You can pay your balance by calling us on 01565 654411 and quote your booking reference, please note that a 2% credit card charges will apply. We do not charge for payments by debit card.

     

    You can pay by cheque; all cheques must be payable to “Hays Travel Ltd” and sent to Travel Service Direct Limited, Birch House, 13 Lee Close, Knutsford, Cheshire, WA16 0DW.
     

     

    Once the balance is settled then we will dispatch your tickets and travel documents to you approximately 2-3 weeks prior to your departure.

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  4. 4. Can you automatically take the balance from the card I used to pay the deposit?


    Yes this can be arrange, we will need your authorisation (by email) to take the balance from the same card. 

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  5. 5. Are my payment details secure?


    When you make a booking online we store your credit or debit card details using Secure Sockets Layer (SSL) technology. This technology encrypts your card details and stops anyone else accessing them. SSL is a secure method of online payment.

     

    We are registered with the Information Commissions' Office (Registration Number: Z2361323) to process this kind of data.

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  6. 7. If I book by telephone will I be charged a booking fee?


    No, Travel Service Direct does not charge booking fee for reservations made online or offline.  If you need help whilst making a booking online please feel free to call us on 01565 654411 and we will be happy to help you complete the transaction at no extra cost.

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  7. 8. What methods of payment do you accept?


    We can accept payment by the following UK issued cards;

     

    Visa

    Mastercard

    Visa Delta

    Solo

    Visa Electron

    Maestro (Switch)

    American Express

     

    For payments by credit card we will add a 2% surcharge to your booking. We do not make a charge for payments made by debit cards.

    In addition payment can be made by cheque payable to "Hays Travel Limited"

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  8. 11. If there is a mistake on my confirmation documents what should I do?


    When you receive your travel documentation, please check it carefully and notify us immediately if you think any of the details are inaccurate. Please email the details of the error to customerservices@travelservicedirect.co.uk, quoting our reference number, and a contact phone number in case of any queries. We are not liable to you for any problems or complaints you may have as a result of incorrect holiday documentation if you do not advise us of these prior to travel.

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  9. 12. How do I make a special request on a booking?


    If you have any special requests just let us know at the time of booking and we will make sure these are passed on to the supplier. Alternatively you can make a special request by emailing us at customerservices@travelservicedirect.co.uk. We will then pass your request onto your supplier, unfortunately we cannot guarantee that your request will be fulfilled. If the service provider is unable to meet the requests, neither we nor the provider can have any liability to you in this respect.

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  10. 13. What should I do if I have a disability or mobility problems?

    If you have any specific requirements relating to any aspect of your holiday please contact us by email at customerservices@travelservicedirect.co.uk or by phone on 01565 654411. We will then pass your request onto your suppliers. It is your responsibility to make sure that we are given all the relevant details of your requirements at all stages of the holiday. To help you in your planning ABTA produce a useful checklist for disabled and less mobile passengers see www.abta.com

     

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