IMPORTANT INFORMATION
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IMPORTANT INFORMATION
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We are sure you are looking forward to your holiday with ITC Luxury Travel.
Our experience of over 40 years of organising exclusive luxury holidays, and our goal of creating an exceptional travel experience for you have gone into the planning of your holiday.
It is our wish that you will find everything to your utmostsatisfaction.
Please read this booklet and take it with you, as it contains important information and will answer many questions that you may have regarding your trip.
Contacting us:
Chester Head Office:Concierge Team: 01244 355 620Open Monday – Friday 09.00 – 19.00Saturday 09.00 – 17.00Sunday 11.00 – 16.00
24-hour Emergency representative contact:Complete Travel Connections: 0044 (0) 844 800 2048(local rate number)
In-resort partnersPlease refer to pages 17 - 22
ContentsFrequently asked questions Pages 4 - 7General information Pages 8 - 16Overseas offices contacts Pages 17 - 22
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Frequently Asked Questions
Even the best made plans can be upset by unexpected circumstances, severe weather or illness. Our team in the UK and our in-resort partners are ready to help you at such times. Here are a few of the most frequent concerns:
Who will re-arrange my hotel transfers if my arrivalis delayed?
ITC will do this. Please be sure to let us know that you are delayed. We will also update the hotel to ensure your room is ready for your arrival.
Who will make the necessary arrangements should my hotel stay need to be extended?
ITC will be happy to rearrange additional nights on your behalf.
Will I have to pay any additional nights directly to the hotel or to ITC?
ITC will deal with this on a case by case basis. Depending on the circumstances, some of our hotel partners may extend special rates to resident guests, and these may need to be paid directly to the hotel. If this is not the case, ITC will extend your stay using our specially contracted rates, and payment must be made to us before you depart from the hotel.
Who do I contact if I miss my flight due to unforeseen circumstances, such as snow?
Please contact ITC and our specialist team will assist you.
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In the event of a crisis, who will re-arrange my outbound / inbound flights? Will you contact me?
We will make every effort to contact you as soon as we can do so with accurate information. To facilitate this, we suggest that you provide us with a mobile telephone number at the time of booking.
I’m stuck in traffic and may miss my flight; what do I do?
Contact ITC and we will endeavour to contact the airline and our airport representatives. However, airlines will not delay departures for late arrivals and may not offer any refund. We recommend that you allow plenty of time for your journey.
One of my flights is delayed / cancelled and I will miss my connecting flight; what shall I do?
The airline should assist you on arrival at your transit point and book you onto the next available flight. However, if, before you depart, you are aware of a significant delay, contact ITC and we will liaise with our in-resort and airline partners to assist you with your onward travel.
I have booked flights myself. Will you still help me?
We are always happy to assist all of our clients. However, if we have not reserved your flights we are not eligible to liaise with airlines on your behalf regarding your booking. We can of course book alternative flights at the applicable cost and contact the relevant partners to rearrange arrival and accommodation dates.
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Who do I contact if I need to return home early?
Contact your travel insurance provider first: in some cases they prefer to organise repatriation or early departures on your behalf. Please also contact ITC or our in-resort partner for advice on all the options available to you.
My bag has been stolen. Who do I contact?
Inform the hotel immediately and ask them to contact the local police. It is important that you give the police a statement so that they may investigate the incident, and as a record for any future insurance claim.
I have forgotten my medicine. What should I do?
Contact our in-resort representative and/or the hotel concierge, who may be able to locate a similar medication locally or arrange a visit to a doctor. We also recommend that you contact your insurance provider.
My bags haven’t arrived. What should I do?
Report the missing baggage to the airline before going through customs and immigration. There is normally a manned desk in the arrivals hall for this. Please make sure that they log the details and give you a reference number, without which it will not be possible to trace your baggage. Please inform your hotel and/or our in-resort representative also.
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My luggage has been checked in but there is a flight delay and I’m being sent to a hotel. Can I get my luggage back?
If the airline is providing the hotel for you they will ask you to collect your luggage before leaving the airport, for security reasons.
How do I recover expenses for items such as accommodation, food and transport that have been incurred due to flight delays?
First, inform your travel insurance provider. Keep receiptsfor all expenses. The extent of refunds will vary accordingto the circumstances of the delay. Please contact ITC onyour return home to the UK, and we will forward yourreceipts to the airline on your behalf. However, pleasenote that if you have made your own travel arrangementswe are unable to liaise with the airline about your claim,but can provide contact details so that you can deal withthem directly.
For any other queries please contact us on: 01244 355 620. In an emergency please contact our UKrepresentatives, Complete Travel Connections on their 24hour emergency number, 0844 800 2048. (This is a localrate number).
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General Information
For full terms and conditions please visit:www.itcluxurytravel.co.uk
Essential documentsTickets, passport, insurance policy, confirmation invoiceand driving licence if renting a car.
Luggage allowance
These vary according to the carrier, destination, routeand the class of travel booked. Please note however that:
1. If your luggage is over the specified weight or sizeallowance the airline may charge you at check-infor the excess weight or refuse the luggage to bechecked in until the weight and dimensions are withinthe prescribed limits. ITC will not be responsible orliable for any such charges or for any items left at theairport.
2. There are restrictions on the contents of hand luggageto be taken on board an aircraft. Please visitwww.gov.uk/hand-luggage-restrictions to checkthe applicable regulations.
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Airline baggage guide
Airline Economy Premium Economy
Business /Upper class
First
British Airways
23kg 23kg x2 32kg x 2 32kg x 3
Emirates* 30kg n/a 40kg 50kg
VirginAtlantic**
23kg 23kg x2 32kg x3 n/a
Etihad 30kg n/a 40kg 50kg
SingaporeAirlines
20kg n/a 30kg 40kg
QatarAirways
23kg n/a 30kg 40kg
Easyjet*** 20kg n/a n/a n/a
Monarch*** Economy n/a n/a n/a
Fly ThomasCook***
Economy n/a n/a n/a
Thomson 20kg n/a n/a n/a
Jet2 22kg n/a n/a n/a
No one piece of luggage must exceed 32kgs.
* Except passengers travelling to Canada and North,America where the allowance is 23kg each in economy class, and two bags of up to 32kg each in first class or business class. For South America, customers are allowed two bags of up to 32kg each in all classes.
** Except passengers travelling on South African, Australian, Asian and Dubai routes where economy and premium economy is 20kg and Upper Class 30kg.
*** Baggage on these airlines must be pre-booked andpaid for.
If airline is not listed please check with one of our TravelSpecialists.
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Pre-seating on aircraft
Pre-seating can be arranged on most internationalcarriers. However, the seating available in this way willbe limited and once this limit is reached, airlines will onlyallocate seats at check-in and this cannot be overridden.Pre-assigned seats cannot be guaranteed as airlinesdo not undertake to provide any particular seat in theaircraft. Therefore, you agree to accept any seat that maybe allocated on the flight in the class for which the tickethas been issued. Certain airlines now operate a voluntaryonline system to book your seats in advance; pleasesee your travel documentation to see if this is available.Depending on your airline, you may be able to check-inonline in advance.
Please note:
1. Bassinettes for babies must be booked at the timeof booking and are on a first come, first served basis.Due to airline space availability bassinettes cannot beguaranteed.
2. If you have any special seating, dietary or otherrequirements as a result of any disability, reducedmobility or medical condition, please advise us at thetime of booking or as soon as you are able if you arenot in a position to do so when booking. We will passsuch requests to the airline concerned but cannotguarantee that they will be met.
Infants occupying airline seats
If you have purchased a seat on board an internationalflight for an infant in your party, you may be requiredto take an infant car seat and its instructions with you.Ensure that you have checked the exact requirements forthe airline(s) being used.
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Airport check-in/terminals
Please ensure that you report punctually to the check-in desk at the departure airport stated on your enclosed itinerary. Please note that Departure and Arrival Terminalsdiffer at each airport depending on the airline being used.
We recommend that during the peak holiday periods e.g. Christmas and Easter, you report one hour earlier than stated. When you arrive at check-in, you will be asked to present your flight tickets, passports and your entire luggage with all members of your party present.
Online check-in is available on some airlines and, wherepossible, we recommend that you use this facility.
Luggage tags/labels
Luggage tags and labels are enclosed for your convenience and to assist our representatives in identifying you and your luggage. Please complete both sides of the labels for each leg of your journey.
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Passport & Visas
British Citizens require a full British passport for visits to all the destinations that we feature. Most countries require that passports are valid for at least six months after the departure from their country. Please note that requirements do change and you must check for up to date information in good time prior to departure. If you or any member of your party (including children) does not hold a British passport, you must check the entry requirements with the embassy or consulate of the country being visited. For general passport information visit: www.fco.gov.uk/travel.
A full British passport presently takes approximately 2 to 6 weeks to obtain or renew. If you are 16 or over and haven‘t yet got a passport, you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. Some countries we feature require you to have a visa, as well as a valid passport. To check if you require a visa please visit www.gov.uk/foreign-travel-advice and search for the country in which you are travelling to for the latest entry requirements.
It is increasingly common for countries to implement electronic visa programmes, where visitors need to apply online for permission to enter the country they are travelling to, rather than operating traditional ‘paper visa’, ‘visa on arrival’ or ‘visa waiver’ programmes. Electronic visa programmes are currently in place for destinations including Australia, Canada, India, Kenya, Sri Lanka and the USA, but new countries are adopting these programmes all the time. Each online programme is different in terms of required information, applicable charges and the length of time prior to travel they need to be completed by, so we highly recommend you refer to the latest information online at www.gov.uk/foreign-travel-advice at the earliest opportunity.
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Health requirements
You must ensure you are aware of and comply with any health requirements, recommendations and precautions such as vaccinations for every country you are visiting. For the latest information please visit: www.gov.uk/foreign-travel-advice or www.nathnac.org and search for the country which you are travelling to, for the latest health requirements.
For travel to Europe, we strongly recommend that you obtain a European Health Insurance Card (EHIC) for which you can apply for free of charge online at www.nhs.uk/ehic and read details of the cover provided by an EHIC. Please note that the EHIC is not a substitute for travel insurance and may not cover the total cost of health cover. It does not cover the cost of repatriation to the UK if required for medical reasons. You must have adequate insurance cover for all medical costs which will not be covered by the EHIC or you will be personally responsible for payment of these to the hospital/ medical practitioner.
Payment may be required at the time of departure fromthe hospital or at the time of receiving treatment. If youhave a pre-existing or current medical condition of anykind or if you are pregnant, then you must get clearanceto travel from your own doctor. Please also check theterms of your travel insurance policy. Pregnant womenare not accepted by most airlines after 28 weeks ofpregnancy.
IMPORTANT: It is your responsibility to ensure thatyou hold the correct, valid documents for the countryor countries you are visiting and have obtained andhave proof of any compulsory vaccinations. You shouldalso carry written confirmation of any medicationRequirements you may have. Further, we cannot acceptresponsibility if you are refused passage on any airlineor other transport or entry into any country due to thefailure on your part to carry the correct documentation.If failure to do so results in fines, surcharges, claims,financial demands or other financial penalties, costsor expenses being imposed on or incurred by us, youwill be responsible for indemnifying and reimbursing usaccordingly.
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Honeymooners/offers
Please take a copy of your marriage certificate with youas you may be required to present this at the hotel toreceive the benefits of a Honeymoon offer/package.This may also be required by the airline if the bride istravelling in her maiden/previous name.
Transfers and destination representation
Unless otherwise indicated on your itinerary and if youhave pre-booked transfers with ITC Luxury Travel, youwill be met on arrival at your destination by the local ITCrepresentative/driver and transferred to your hotel. Wherewe have no local representatives, you will be met by adriver/representative from your hotel.
(Please note that we do not issue vouchers for transfers).
Accommodation check-in/check-out
Check-in time for most hotels, lodges and villas is 14.00and check-out is at 11.00, unless otherwise stated oradvised. Please note that you may be required to presenta credit card at check-in to guarantee payment of anyextras/incidentals. If you are joining a cruise, all yourembarkation and disembarkation details are listed withinyour travel documents.
Re-confirmation of flights
Although re-confirmation of your return internationalflight is not compulsory, we recommend that you do sowith the local airline office approximately 3 days (72hours) prior to departure. If there is a local destinationrepresentative and transfers have been included in yourholiday, the representative will automatically re-confirmon your behalf.
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Travelling to Antigua, Barbados, Grenada and StKitts and Nevis
Please be aware of the following regulation regardingcamouflage clothing in Antigua, Barbados, Grenadaand St Kitts and Nevis. In these islands it is an offencefor anyone, including children, to dress in camouflageclothing, which is reserved for Military personnel only.Further, guests may be asked to remove any such itemsat the airport on arrival and such items, including anyitems found by Customs in guests’ luggage are subject toconfiscation.
Travelling to the United Arab Emirates (UAE)
Some prescribed and over the counter medicines that areavailable in the UK are considered controlled substancesin the UAE and can’t be brought into the country withoutprior permission from the UAE Ministry of Health. If youarrive in the UAE without this permission and the requireddocumentation, the medication will not be allowed intothe UAE and you may be prosecuted under UAE law.For further information and specific queries, contact thewww.uae-embassy.ae/Embassies/uk/Content/678 tocheck whether your medication is on the controlled list.Please note: electronic cigarettes are illegal in the UAEand are likely to be confiscated at the border.
Travelling to South Africa
South Africa has introduced new immigration rules. From 1 June 2015, parents travelling with children (under 18) will be asked to show the child’s full unabridged birth certificate. The full unabridged birth certificate should list the child’s details and both parents’ details. The abridged (short) birth certificate which only lists the child’s particulars won’t be accepted. The South African Department of Home Affairs are not accepting uncertified copies of birth certificates or copies of the parents/guardians identification.
A parental contact affidavit (PCA) must have a certified copy of the parent’s/guardian’s identification (ie passport) attached to it.
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Safety overseas
Safety standards and rules are set by each country. Thesemay not be equivalent to those of the UK and, in somecases, could be lower. This includes activities, publictransport, taxis, theme parks and other recreationalfacilities. Many hotels do not have lifeguards on duty atthe swimming pool and some may have signs indicatingthat swimming is at your own risk. Please act responsibly,particularly with children, as the depth and design ofhotel pools vary. We suggest that, in all cases, youfamiliarise yourself with each pool, particularly prior todiving or allowing any children travelling with you toswim. When properties provide cots for infants, you mustcheck you are happy with the standard and safety priorto use. Caution should be exercised with regard to someroom facilities (such as tea and coffee making machines,Jacuzzi baths, etc). Parents should ensure that thestandards for childcare and the facilities of the children’sclubs meet their requirements. Further information isavailable on request.
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Overseas representative servicePlease find listed in alphabetical order, contact details for our local agents and representatives.
Country Ground handler
Contact details
Abu Dhabi Arabian Adventures
Emirates Holidays Building, Sheikh Zayed Road, P.O Box 7631, Dubai, United Arab Emirates 00971 (4) 303 4888 [email protected]
Alaska Entree Destinations
222 Anthes Ave, Suite 201 PO Box 1361 Langley, WA 98260 United States 001 (866) 925 2752 [email protected]
Anguilla Bennies Travel & Tours
Blowing Point Road, P.O Box 254, Blowing Point, Anguilla 001 (264) 497 2788 [email protected]
Antigua St James Travel & Tours
"The Cottage"", Coolidge, P.O. Box W878 Woods, Antigua Kathy Arthurton - Destination Manager: 001 (268) 764 4097 Maureen Philip - Client Liaison: 001 (268) 764 4256 Marsha Piper - Client Liaison 001 (268) 789 8300 Office: 001 (268) 562 2192 [email protected]
Argentina Mai 10 Av. Cordoba 657 3P (C1054 AAF) Buenos Aires Argentina 0054 (11) 4314 3390 [email protected]
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Country Ground handler
Contact details
Australia Southern Crossings
Suite 603, Thakral House, 301 George Street, Sydney, New South Wales 0061 (2) 9697 2088
24-hour emergency contact: 0061 (0) 405 193 583 (internationally) 0405 193 583 (locally)
Bahamas Majestic Tours Hillside Manor, Cumberland St P.O. Box N-1401, Nassau, NP, Bahamas
001 (242) 323 1410
Bali Jan's Tours & Travel Service
Jl. Nusa Indah 11 P.O. Box 3026 Denpasar Bali
0062 (361) 234 930
Barbados ITC Luxury Travel
The Loft, First Floor, Building G, Limegrove Lifestyle Centre , Holetown Kerin Austin - Destination Manager: 001 (246) 2621 061 Jennifer Shorey - Client Liaison: 001 (246) 2621 062 Hannah Mckay - Client Liaison 001 (268) 2621 063 Office: 001 (246) 622 0055 / 0056 [email protected]
Bermuda Destination Bermuda
Washington Mall - Phase 1, 7 Reid Street, Hamilton HM 11, Bermuda
001 (441) 292 2325
Brazil Matuete Rua Tapinas 22 / 7th Floor 04531 - 050 Sao Paulo, Brazil 0055 (11) 3071 4515
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Country Ground handler
Contact details
Burma (Myanmar)
Akorn Destination Management
2nd Floor The Strand Hote Annex 92 Strand Road, Kyauktada Township, Yangon 0095 (1) 373 034 [email protected]
Cambodia & Lao
Destination Asia
Villa 3 Street 228, Boeng Raing, Phnom Penh, Cambodia 00855 (23) 215 761 [email protected]
Canada Entrée Destinations
7th Floor, 134 Abbott Street Vancouver, BC, V6B 2K4, Canada 001 (604) 408 1099
Cayman Islands
Tropicana Tours
P.O. Box 2071 GT, 2nd Floor, Cayman Shipping Centre, Eastern Avenue, Grand Cayman 001 (345) 949-0944 [email protected]
Cuba Havantour 3 Wyllyotts Place, Potters Bar, Hertfordshire, EN6 2JD UK Office: 01707 646 463 Cuba Office: 0053 (5) 286 7986 [email protected]
Dominican Republic
Amstar Amstar Business Center,Carretera Bavaro, Bavaro, Punta Cana Dominican Republic 001 809 221 6626
Dubai Arabian Adventures
Emirates Holidays Building, Sheikh Zayed Road, P.O Box 7631, Dubai, United Arab Emirates 00971 (4) 303 4888
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Country Ground handler
Contact details
Dubai Arabian Adventures
Emirates Holidays Building Sheikh Zayed Road, P.O Box 7631, Dubai, United Arab Emirates 00971 (4) 303 4888 [email protected]
Egypt Travel Choice Florida Tower – 3rd Floor, 1229 El Sheikh Aly Gad El Hak St, Sheraton Heliopolis Area, PO Box 165, Cairo 0020 (02) 269 650 27
Grenada St James Travel & Tours
PO Box 1528, Grand Anse, Grenada 001 (473) 439 2828 / 2929 24-hour emergency contact: 001 (473) 420 1162 [email protected]
Hong Kong The Destination Management Company
Unit A-C, 22nd Floor, 8 Hart Avenue, Tsim Sha Tsui, Kowloon, Hong Kong 0082 2547 2321 [email protected]
India Designer Holidays
G4/G5, 117/118, Maker Chambers V, 221 Nariman Point, Mumbai 400 021 0091 (22) 220 25353 0091 (22) 220 25444 [email protected]
Jamaica Holiday Services
Lot #1222 Providence Drive, Ironshore Estates, Half Moon PO, Montego Bay, St James. Jamaica 001 (876) 953 2638 [email protected]
Malaysia Tour & Incentive Travel
74D, Wisma Binjul (3rd Floor), Jalan Tanjong Tokong, 10470 Penang 0060 (4) 899 8833 [email protected]
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Country Ground handler
Contact details
Mauritius Summer Times
5 Avenue Bernardin de St Pierre, Quatre Bornes, Mauritius 00230 427 1111 [email protected]
Mexico Journey Mexico
Centro Canaima Local 102 Avenida Kabah, SM 57, M03 77533, Cancún, Quintana Ro0 00 52 (998) 889 9341 [email protected]
New Zealand
Southern Crossings
17 Falcon Street, Parnell, Auckland, New Zealand 0064 (9) 309 5912 [email protected]
Oman Zahara Tours P.O.Box 833, Ruwi, Postal Code 112, Sultanate of Oman 00968 (24) 400 844
Portugal Portugal Travel Team
Edifício Encosta das Figuras, Lote 33-A, Loja D, 8005-541 Faro, Portugal 00351 (289) 870 550
Seychelles Masons Travel PO Box 459, Victoria, Mahe, Seychelles 00248 428 88 88
Singapore World Express 114 Middle Road #05-01, Singapore 188971 0065 6336 3877
South Africa
ITC Luxury Travel
8 Brook Cresent Brookwood, Noord-hoek 7985, South Africa Office: 0027 (21) 789 0190 Mobile: 0027 7963 89689 [email protected]
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Country Ground handler
Contact details
South Pacific Islands
Southern Crossings
17 Falcon Street, Parnell, Auckland, New Zealand 0064 (9) 309 5912 [email protected]
Spain (Malaga only)
Viajes Euroamercia
Av. Carlota Alessandri, 110 29620 Torremolinos, Malaga 0034 (95) 205 83 66 [email protected]
Sri Lanka Walkers Tours # 130, Glennie Street, Colombo 02, Sri Lanka 0094 (0) 11 2306306 [email protected]
St Lucia Spice Travel P.O. Box GM 848, Beausejour, Gros Islet, St. Lucia, West Indies 001 (758) 452 0865/6
Duty office:001 (758) 719 2475 [email protected]
Thailand Destination Asia
Wang Dek 1 Building, 9th Floor 21/7 Vibhavadi Rangsit Road Bangkok 10900, Thailand 0066 (2) 272 1436 [email protected]
Trinidad & Tobago
The Travel Centre
16 Damian Street Woodbrook, Trinidad, West Indies 001 (868) 622 0112 [email protected]
Vietnam Destination Asia
7th Floor, Building 55 Truong Quoc Dung Street, Ward 10, Phu Nhuan District, Ho Chi Minh City, Vietnam
0084 (8) 3844 8071 [email protected]
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Concorde House, Canal Street, Chester, CH1 4EJ
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