About Us
Frequently Asked Questions
Before your Holiday
A. Booking your holiday
1. Can I book my holiday online?
No. We like to speak with all our guests to ensure that we are providing you with the right holiday within the Discerning Collection portfolio. So we will book the holiday for you usually whilst on the phone. We’d hate it if you booked online and inadvertently got the wrong holiday and never travelled with us again! We’d rather not sell you a holiday if we really couldn’t provide what you really wanted.
2. How much is the deposit?
The amount of deposit on your holiday can vary depending on the holiday and flight cost. Unlike most operators we can sell you a holiday from any airport and on any day of departure within reason and of course provided that the airport in question actually has flights to your chosen destination. What we charge as a deposit is a percentage of the accommodation plus the cost of the flight and we will tell you the exact amount that is due during the booking process. If the departure date is in less than 10 weeks the full balance will be due at the time of booking.
3. Do I need travel insurance, and do I have to provide next of kin details?
Yes – as a responsible tour operator, we require all guests to have adequate travel insurance in place at the time of booking. Your policy must provide full cover for medical expenses, cancellation, curtailment, lost luggage, and any activities included in your holiday. Proof of insurance must be provided when you book.
We also require all guests to complete and return a Next of Kin / Emergency Contact form at the time of booking. This information is essential for your safety and must be up to date before travel.
Both of these items – valid travel insurance and completed next of kin details – are mandatory and form part of our booking conditions.
4. When do I get my tickets?
This is normally around 10 days before departure provided that the holiday has been paid in full and your API details (see above for more information on API) have been provided. The balance of your holiday should be paid at least 10 weeks prior to departure and we will send you a gently reminder is this hasn’t been done.
5. Do the names on my booking need to match my passport?
Yes – the full names on your booking must match your passport exactly, including all first names and middle names. Airlines may refuse travel or charge amendment fees if there are any discrepancies, even minor spelling differences.
Please check your confirmation invoice carefully and notify us immediately if anything is incorrect. Name changes are strictly controlled by airlines and can incur charges, so it’s important to ensure your details are accurate from the outset.
6. I’m married but my passport is in my maiden name, what name do I use?
We always use the name that is in your passport as this is the document that the airline and immigrant officials will check. Your tickets will always be in the same name that in shown in your passport, which of course will also match your API details.
7. Passport Validity, Visa & Entry Requirements
If you hold a British passport, please refer to the latest FCDO (Foreign, Commonwealth & Development Office) travel advice for up-to-date information on passport validity, entry and exit requirements, and any visa regulations for your chosen destination.
It is your responsibility to ensure that your passport and travel documents comply with the entry requirements of the country or countries you are visiting. Should you require any further clarifciation please call our administration team on: 01784 819740.
8. What if I need to change something on my booking?
We understand that plans can change, and we will always do our best to assist with any amendments to your booking. However, all changes are subject to availability, and in many cases, fees may apply – particularly for amendments involving flights, accommodation, or travel dates.
It is essential that all passenger names are provided exactly as shown on your passports, as airlines will often charge for even minor spelling errors.
If a change is possible, we will confirm any applicable costs before proceeding. Please note that amendments involving hotels, rooms, or destinations may be treated as a cancellation and rebooking, depending on the timing and the supplier’s terms.
9. What’s included in my booking?
Please refer to your confirmation invoice for full details of what is included in your stay. All prices displayed on our website are land packages, which include all the elements outlined within the advertised holiday price. We are delighted to provide a separate quotation for flights, tailored to your preferred departure airport and travel class, which can then be added to your booking. As a specialist tour operator, your holiday typically includes accommodation on the specified board basis, airport transfers, and the dedicated services of our experienced Bridge Collection hosts throughout your stay. Any optional extras or additional arrangements – will be discussed at the time of booking and confirmed in writing on your holiday itinerary prior to departure. Should you require any further clarifciation please call our administration team on: 01784 819740.
B. Advanced Passenger Information
1. What is Advanced Passenger Information?
You need to provide Advance Passenger Information (API) before you go on holiday. It’s also called APIS, Secure Flight or e-Borders. In a nutshell, this is information from your passport that’s required by the government of the country you’re travelling to.
2. How do I provide my API details?
We will send you a form along with your confirmation invoice and ATOL certificate. Simply fill in the form and email it back to us and we’ll do the rest.
3. When do I need to provide my API details?
We need to have your details as soon as possible after you book so that we can send your tickets to you well before your departure date. So as soon as you reasonably can.
4. Why do I need to provide my API details?
API information is required by the border control and security authorities of the different countries that we feature. They use the details to do routine checks on the identity of passengers before they arrive in the country. It’s a condition of your booking that you must provide your API information.
5. How do I know if you’ve received my API details?
We will let you know if we haven’t received your API details before you travel. We’ll call or email you in good time.
C. At the departure airport
1. Which terminal am I flying from?
The terminal you are flying from is always stated on your itinerary and this will be with you 10 days before your departure date along with your tickets.
2. Can I get airport assistance?
We can arrange airport assistance and this is free to anyone that has mobility problems due to disability, age or injury. Please call us at least 72 hours prior to your flight and we’ll make the arrangements. We can also assist with airport lounges, parking, meet and greet and airport hotels.
D. At the arrival airport
1. How do I get from the airport to my accommodation?
Transfers are included on all our Bridge Collection overseas holidays, full details will be provided in your travel documentation before departure. This will clearly outline your pick-up point, meeting arrangements, and the signage to look for on arrival.
Your transfer will take you directly to your chosen Bridge Collection Holiday accommodation, ensuring a smooth and efficient start to your holiday. Should you experience any difficulty locating your transfer, an emergency contact number will also be provided on your travel documentation.
E. At the resort
1. Will there be someone at my accommodation when I arrive?
Yes. For all Bridge Collection holidays, your dedicated Bridge Hosts will be at the hotel to welcome you on arrival, assist with check-in, and ensure you feel settled from the moment you arrive.
Hotel reception staff will also be aware of your expected arrival time and are on hand should you need any additional assistance, including luggage support where available.